Complaints

This profile includes complaints for uniuni's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  uniuni

  100 10851 Shellbridge Way Richmond, BC V6X 2W8

  
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  uniuni

  3750 N Fraser Way Burnaby, BC V5J 5G1

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* has lost multiple packages on multiple dates, and each time the so-called delivery attempts were logged at absurd hours, including after midnight. This is not a mistake it is a pattern.I have called customer service, been told rescheduling would take place, and sent more than ten emails. Every response has been nothing but empty platitudes and outright lies. No action is ever taken.This company has shown itself completely incapable of fulfilling its most basic responsibility: delivering packages. It does not follow through, it does not communicate honestly, and it does not respect its customers.

  

  Business Response

  Date: 05/09/2025

  Dear *******,

  Thank you for sharing your concerns with us. We recognize how frustrating it has been to experience repeated issues across multiple shipments and to see delivery attempts recorded at times that did not make sense. You should never feel that your concerns are being dismissed or met with vague responses, and we sincerely apologize for the stress this has caused.
  Regarding your shipments:
  BR002297287MG is being booked for a second delivery attempt. You will receive confirmation once this has been scheduled.
  BR002288969MG has unfortunately been deemed lost, and a resolution has already been provided for this parcel.
  We regret that your experience with these deliveries has not met the standard you deserve. Please know that your feedback has been shared internally to strengthen both our delivery follow-through and the communication you receive when issues arise.
  Sincerely,
  UniUni

  Customer Answer

  Date: 14/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Satisfactory is a strong word here but the package did arrive. 
  
  Sincerely,
  
  ******* Edge

• Initial Complaint

  Date:29/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to expect a package from this horrible company called uniuni on Wednesday Aug. 27, 2025 since it was out for delivery and called customer service after waiting for more than an hour to get a useless response about the package can be out for delivery for ***** hours now its the third day and no delivery so what re your response now. I want to understand what are the drivers doing with packages for more than 2 days. My tracking number is UD00000001975706

  

  Business Response

  Date: 05/09/2025

  Dear ****,

  Thank you for contacting us about your delivery. We understand your concern about the delay after your parcel was marked out for delivery on August 27, and we apologize for the added frustration this caused.
  Our drivers are provided up to 48 hours to complete deliveries once a parcel is assigned to them. In this case, the delivery was completed a day later than expected.
  We are pleased to confirm that your parcel, UD00000001975706, was successfully delivered on August 30, 2025, at 12:15.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:29/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disgusting service provided by the delivery driver. I have a six foot tall privacy fence, for my dogs. The driver tossed my package over my fence knowing my dog was back there; and proceeded to put their camera phone OVER my privacy fence. Privacy is the first issue. We have a porch, a garage, a mail box plenty of places to leave a package: Ive never had another carrier toss a package into my backyard. Next, because we typically dont receive mail in the backyard- my dog was interested in the package. He was previously a stray before I rescued him and he chews anything that may be food or a toy. My dog ingested a portion of this package. I was not in my backyard at the time of the delivery- as I was expecting my package to not be tossed in my backyard. My dog had to go to the emergency ***** The first ***** could not have cared less and hung up on me after I was extremely distraught with worry for my dog. Second ***** advised a supervisor would call me and that never took place. The lack of empathy between your *****s and drivers is truly disgusting. Theres no resolution other than a half hearted apology via email. Its sickening. I have attached he photo your delivery driver had taken for reference, you can clearly see my dog at the gate.. and he was barking as I reviewed my camera footage after the fact. I want to speak to a human being. That had a resolution.

  Customer Answer

  Date: 29/08/2025

  My name is ***** *********. My tracking number was:
  UUS57V0524586884951 the picture included my dog- and it shows the person is very very clearly putting their phone over a six foot privacy fence. Additionally we do have a warning sign that dogs are in the yard that was eye level to your driver. The driver also took a picture of my driveway.. couldve left it out there with the other packages or walked it to the porch. Lazy and inconsiderate 

  

  Business Response

  Date: 05/09/2025

  Dear *****,

  We are very sorry for the experience youve described and for the stress it caused, especially with your dog getting into the parcel. We understand how serious and upsetting this has been.
  Your case has been escalated to our Operations Team for review, and a senior member will follow up with you shortly. This matter is being prioritized to ensure it is addressed appropriately.
  We also recognize your calls to our support line did not provide the clarity or care you expected. That concern has been shared for immediate review.
  Thank you for bringing this forward. We will follow up with you directly once the Operations review is complete.
  Sincerely,
  UniUni

• Initial Complaint

  Date:29/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase from **** on August 7, 2025. It was sent using their International shipping program. It was sent via **** to *** who handed it off to customs and then it landed in the hands of Uniuni on Aug *******. It was shipped to its first warehouse in their system in ******* and tracking stopped for 5 days. I got no help during those days when I was wondering what was happening. It usually takes 1 day to get to *******. Finally, it arrived in ******* on Aug 25. Someone then decided to assign it to a driver in *******. It was addressed for Prince ******. It was deemed undeliverable because of address error and sent back to their warehouse and a note was left on tracking to contact their ***************** I tried. It makes you do a ticket and I did 3 over 3 days and got zero responses. I finally called them and was told by first ******* it was handed to *********** and they couldn't prove it. Which makes zero sense. 2nd ****** did a ticket to the warehouse to get it going back in system. Then, I finally got a reply from a ticket, with someone saying it was damaged, but provided no proof. At this point my parcel, that I paid $165 for, has disappeared and they keep giving me excuse after excuse that doesn't match. I have no idea where the parcel is, what is going on with it or what will be happening because they keep giving me the run around and obviously lying to me about where my parcel is or what happened to it.

  

  Business Response

  Date: 05/09/2025

  Dear Jenyphrlyn,

  Thank you for taking the time to share the full details of your experience with us. We sincerely apologize for the stress, confusion, and lack of clear updates you went through while waiting for your parcel. From the days when tracking stopped with no explanation, to the conflicting information you received when reaching out, we recognize that you were left without the transparency and support you should have had.
  We have reviewed your case and can confirm that your parcel was delivered on September 4, 2025, at 12:45. While the delivery was completed, we regret that the journey to this point was filled with unnecessary delays, conflicting responses, and a lack of timely communication. That is not the standard of service we aim to provide.
  We are truly sorry for the frustration this caused you and appreciate your patience through such a difficult process. Please know that we are reviewing the handling of your case internally so that your feedback contributes directly to improving how we manage tracking gaps, warehouse escalations, and customer updates.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jenyphrlyn *****

• Initial Complaint

  Date:29/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have had a package that was supposed to be delivered for 9 days and counting, first they claimed that the address was wrong(it is not) and it took 4 days for them to send it back to the warehouse that is in the same town, then when the tracking finally said it was back at the warehouse I sent an email to customer service with the address again and they replied with a copy paste email that it would be sent again within 10 days, the next day I got a tracking update that said they tried to deliver it, they did not try because I have a security camera that takes a picture and video of anyone that comes on the property. They then replied with the exact same copy and paste email. The drivers don't seem to want to deliver and the customer service doesn't actually want to provide proper information. I just want my package that I have paid money for.

  

  Business Response

  Date: 05/09/2025

  Dear *****,

  We understand how frustrating it was to wait for your parcel while receiving updates that did not reflect what was happening. You deserved clearer communication and a smoother process, and we apologize for the stress this caused.
  After reviewing your case, we can confirm that your parcel was successfully delivered on September 1, 2025, at 11:46. While the delivery has been completed, we recognize that the days leading up to it caused unnecessary confusion.
  Thank you for your patience throughout this process. Your feedback is valuable, and we are reviewing this case internally to strengthen both communication and delivery accuracy.
  Sincerely,
  UniUni

• Initial Complaint

  Date:29/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UniUni has blocked my number preventing me getting any updates about my package as their chat bot mentioned yesterday that my package was on its way with a driver and would be here within 48 hours its been 48 hours and my package hasnt arrived

  

  Business Response

  Date: 05/09/2025

  Dear ****,

  Thank you for reaching out to us. We understand how frustrating it has been to wait for your delivery and not receive the clear updates you expected.
  Your parcel has been confirmed as lost, and your support ticket has been transferred to our Resolution Team. They will contact you within the next 24 hours with the next steps toward closure.
  Regarding your note about being blocked, we want to clarify that we do not block our customers from reaching us. However, our system does not accept calls from numbers marked as private or blocked, which may explain the difficulty you experienced. For this, we sincerely apologize. We do see that your ticket remains active, and our team is following up directly through that channel.
  We appreciate your patience as we finalize this process, and we are committed to ensuring you receive a proper resolution.
  Sincerely,
  UniUni

• Initial Complaint

  Date:29/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received an order from this company. My package was supposed to be delivered between August 7 and August 9. I was informed on August 11 that my package could not be delivered to my apartment, stating "Contact Failed and Inaccessible." I do have a Ring camera, and there was never an attempt to deliver the package. I also received no information. I submitted a ticket with the company, and again never received communication. I reached out 3 additional times, requesting information, while also reaching out to the company that utilized this courier company. I finally received an email on 08/19 stating that my package had been rescheduled to deliver within 10 business days. I did reach out to the original company and was informed that my package was returned to the warehouse. Again, I never received any communication, and they returned my package after stating they would deliver it.

  

  Business Response

  Date: 05/09/2025

  Dear *****,

  Thank you for sharing the details of your experience. We understand how frustrating it has been to expect your package and not receive any clear updates or communication from us along the way. For this, we sincerely apologize.
  Our Customer Support team has booked a second delivery for your parcel and sent a direct request to the warehouse to prioritize the booking. Once the warehouse confirms the schedule, we will update your support ticket with the details.
  We appreciate your patience as we work to get this resolved and are committed to ensuring you receive clear follow-up this time.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:29/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope all of you ****************** take note and avoid uniuni like the plague. Using uniuni will cause headaches and wasted time. To the uniuni employee, if you read this, here is the list of problems with your company:Issue #1: Uniuni is not delivering my package. Tracking number is ONE00023664955US, the timeline says "Failed delivery attempt, returning to the warehouse. (Contact Failed and Inaccessible)" for 8/13 and then on 8/26 "Delivered parcel rejected by customer." - in both cases I was never contacted or approached, and there was no doorbell camera record. There was no sign of any delivery attempt! If you lost the darn package, just say so!Issue #2: Current tracking status - "Parcel returned to warehouse. 2025-08-26 ********** Please contact **************** Immediately to reschedule the final delivery."I am trying to contact the customer service (3rd time since the first failed delivery attempt) - the US support phone numbers don't pick up! A recording just says that I am using some "private number", which is the same number as always - I guess I was blacklisted.Issue #3: The chatbot says that a redelivery would be scheduled within 48 hours - didn't happen. The guy on my second call to the customer service on 8/26 said he would reschedule within 24h - didn't happen.Bottom line, the credit card company will have to intervene and pull back the money for my order - all thanks to the clueless organization of uniuni.

  

  Business Response

  Date: 05/09/2025

  Dear ******,

  Thank you for sharing the details of your experience. We understand how upsetting it is to see repeated failed attempt updates without any actual delivery activity at your address, and we sincerely apologize for the confusion this has caused.
  Your case is active with one of our agents, who is advocating directly with the warehouse to secure a priority booking for redelivery of your parcel ONE00023664955US. We will update you as soon as the warehouse confirms the next scheduled attempt.
  Regarding your concern about being unable to reach us by phone, we want to clarify that we do not block customer numbers. However, our system cannot accept calls that show as private or blocked, which may explain the issue you encountered. For this, we apologize, and we see your ticket remains active for follow-up.
  We recognize how frustrating this process has been and appreciate your patience as we work to resolve your case.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23810948
  
  I am rejecting this response because:

  - there was no attempt to communicate with me about the status of my package

  - uniuni cant even confirm that they still have my package, even though its been weeks. Who scanned the package last? hold that person accountable! if the package cant be found, let me know so i can move ahead with my project! 

  - they lie when they say that they do not block the numbers. *********** line picked up my call - couldnt help with anything of course, because i am in the ** - but the US customer service robot says I am calling from a private number!

  - what does your case is active with an agent and were diligently working to resolve even means? Nothing! There is NO communication, period.

  
  Sincerely,
  
  ****** Kruopys

  

  Business Response

  Date: 24/10/2025

  Dear ******,

  Thank you for bringing this to our attention. We understand your frustration with the conflicting updates and the difficulty reaching our phone support, and we are sorry for the time and effort this has cost you.
  We reviewed tracking ONE00023664955US. A failed delivery was recorded on 2025-08-13. On 2025-08-26 the parcel was brought back to our warehouse as undeliverable. Our customer service team requested a second delivery, but the booking did not reach the warehouse queue and the handoff was missed. The parcel has since been returned to the vendor and is no longer in our network.
  Because the shipment has been returned, the next step is with the vendor for a replacement or refund. We have logged your feedback regarding the attempted delivery notes and your experience with our phone line, and we are addressing both with our operations and support teams.
  Best *****************start="925" data-end="928"> UniUni

  Customer Answer

  Date: 24/10/2025

   
  Better Business Bureau:
  
  My payments company has fully refunded me. The only justice remaining to be done is to alert the public that UniUni has demonstrated a profound disregard for the basic tenets of a delivery service, specifically failing to complete my delivery and maintain any reliable communication. This created a protracted and frustrating experience, resulting in significant wasted time as I repeatedly attempted to chase down the package and ascertain its whereabouts. Prospective customers should be aware that choosing ******************** carries a serious risk of experiencing zero accountability and total service failure.
  
  

  
  Sincerely,
  
  ****** Kruopys

• Initial Complaint

  Date:28/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Uniuni about changing my address after delivery failed. They said that they'll ship my package in 10 business days. It has been more than a month, they ghosted me on support, and my support ticket hasn't been looked into. I want my package to be shipped to me as soon as possible.

  

  Business Response

  Date: 05/09/2025

  Dear Caden,

  We appreciate you following up with us and sharing your concerns. We understand how discouraging it felt to wait for updates and to feel your ticket wasnt being addressed.
  Our records confirm that our team has been in touch with you throughout this process, and were pleased to confirm your parcel was delivered on September 3, 2025, at 19:40. Were glad to see this shipment completed and regret the confusion caused along the way.
  Thank you for your patience, and please dont hesitate to reach back out if theres anything further we can support you with.
  Sincerely,
  UniUni

• Initial Complaint

  Date:27/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 21, 2025, I received a package delivered by UniUni (Tracking Number: JY25CAA0U025469354). While the outer package itself was delivered, the valuable contents inside were missing. Specifically, the shipment included two gold jewelry items which were no longer present when I opened the parcel.The package had been properly prepared by the sender, with the jewelry box wrapped securely in clothing. The shipment passed customs clearance and was recorded as received by UniUni on August 20. On August 21, the package was marked as Delivered and handed over to me. However, upon inspection, the gold jewelry items were missing.This raises serious concerns of theft or mishandling during UniUnis custody and delivery process. The delivery record does not match the actual contents received.I filed a support ticket with UniUni immediately, providing documentation and requesting an internal investigation. Their automated response promised a reply within 2448 hours, but this deadline has passed without any meaningful update. I specifically requested delivery scan logs, driver assignment information, and proof of delivery, but UniUni has failed to provide transparency or accountability.Given the high value of the missing items, I am formally filing this complaint with the Better Business Bureau to document the issue and seek an appropriate resolution.

  Customer Answer

  Date: 28/08/2025

  Dear ******,
  
  
  Thank you for your response regarding my complaint (ID *********.
  
  
  To clarify:
  
  The shipment was arranged through ****************** Logistics (??????).
  The missing items were my personal belongings (two gold jewelry pieces), not purchased goods.
  The shipper has already provided a packing video clearly showing the jewelry was included in the parcel before shipment.
  Additionally, a police report has been filed in ***** to assist in verifying the shipping records and the contents of the package prior to export.
  
  
  
  While I understand BBBs process normally directs complaints to the seller/shipper, in this case the evidence indicates that the loss most likely occurred during UniUnis final delivery stage in ******. The outer package was delivered, but the high-value items inside were missing when I received it.
  
  
  Because UniUni was the last custodian of the package, their cooperation in an internal investigation (driver assignment records, scan logs, proof of delivery, etc.) is critical to resolving this matter. Without UniUnis assistance, neither I nor the shipper can determine where the loss occurred.

  I appreciate your assistance in ensuring that this complaint is directed appropriately, and that UniUni is held accountable for cooperating in the investigation of this serious loss.
  
  
  Sincerely,
  ***** ***

  

  Business Response

  Date: 05/09/2025

  Dear *****,

  Thank you for bringing this matter forward. We understand the seriousness of your concern regarding the missing jewelry items from your delivery on August 22, 2025 (Tracking Number: JY25CAA0U025469354). This is not the level of service or follow-through you should have experienced, and we sincerely apologize that your support ticket was not escalated and handled appropriately from the beginning.
  We have reopened your case and escalated it to our Resolution Team for further review. To assist in the investigation, could you please confirm if you still have the original packaging or photos of it? This will help us determine whether there are signs of tampering during the handoff process and support the next steps of your claim.
  We recognize how important this shipment is and are committed to following up properly. A member of our team will be in touch through your support ticket with further instructions once we receive your confirmation.
  Sincerely,
  UniUni