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:15/07/2025

  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.

  This has been the most difficult shipping company I have ever dealt with. My package was returned to the *** due to it being a PO BOX. However, the carrier never mentioned or care to inform when they use my address that it would not work for a PO BOX. My package has been held in the *** since July 4th 2025 and it is now the 15th of July 2025.I have tried to contact customer service via email and phones. I emailed customer service 3 times and getting automated message to correct address which I then replied but never heard back. I called several times but was put on hold for so long that I never got to talk to representative.This is the 2nd time I have dealt with Uniuni and BOTH times its always difficult and frustrating. I wish to never do business again with them and I ONLY want my PACKAGE to be delivered.

  

  Business Response

  Date: 22/07/2025

  Dear ******,

  Thank you for your message. We understand your frustration and agree this situation should have been handled more efficiently.
  Weve reviewed your case and confirmed that the parcel was returned to our warehouse due to the original address being a PO Box, which our network does not support for final delivery. Unfortunately, this wasnt flagged during initial processing, and we recognize how that created unnecessary confusion and delay.
  While your corrected address was received, it appears the second delivery was not properly booked by the warehouse. Weve now escalated this directly to the warehouse management team, and the parcel has been flagged for priority booking. You can expect movement on the delivery within the next 2448 hours.
  We understand your concerns based on your previous experience, and while we cant undo the delay, we are focused on completing this delivery as quickly as possible.
  Thank you for your patience,

  UniUni

  Customer Answer

  Date: 25/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Within 48 hours my package was delivered. However, I wish I didnt have to make a complaint for my package to be delivered, it should have been the standard for a shipping company to have a good streamlines. I imagine many other customers have similar problems looking at ********************** ratings. I hope this never happens again in the future.

  
  ****** Sungkono

• Initial Complaint

  Date:15/07/2025

  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 had 2 packages out for delivery for the past 3 days. One is for my business and is time sensitive for my customers. It was suppose to had been delivered Saturday. I have had UniUni deliver other packages to me on Sunday as well as on Monday following the 2 "missing" packages. I can understand it the driver's vehicle has broken down or what have you; but it would be professional if the lines of communication was open and you would let me just go and retrieve my package from them. If I am not able to retrieve my parcels, I would like the value of the monies spent to be recovered from the company that had the last possession of the merchandise. The 2 tracking numbers in question are: UUSC000010887030 and UUSC000010936111

  

  Business Response

  Date: 22/07/2025

  Dear Ralondra,

  Thank you for reaching out. Weve reviewed the delivery records for your parcels and can confirm the following:
  UUSC000010887030 was delivered on July 15, 2025, at 4:35 PM to:
  **************************************************************************
  UUSC000010936111 was delivered on July 15, 2025, at 4:35 PM to the same address.
  While both parcels have now been delivered, we recognize that the driver exceeded the standard 48-hour delivery window by one day. Although our drivers are expected to complete deliveries within two business days of assignment, occasional delays can occur due to routing, vehicle capacity, or scheduling constraints.
  We understand the importance of timely delivery, especially when one of the shipments is tied to your business, and we appreciate your patience as the matter was resolved. If there are any remaining concerns or if anything about the delivery is incorrect, please let us know and well address it promptly.
  Sincerely,

  UniUni

  Customer Answer

  Date: 23/07/2025

  I received the missing parcels shortly after filing and am satisfied with the outcome.
  

• Initial Complaint

  Date:14/07/2025

  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.

  Bought two t-shirts from 'Unbound Merino' on June 30th, 2025. They were sent via Ascendia, and ultimately UniUni/Uniexpress for delivery There was an 'attempted delivery' on Tuesday, July 8th that didn't actually happen (I was home over the 8 hour window of conflicting delivery attempt times, no buzz or phone call). Uniexpress/UniUni then proceeded to ghost any of my communication attempts. Their phone number keeps you on hold for an unreasonable amount of time without an agent ("high call volumes" only 5 minutes into their operating day); they advertise a "chatbot" to fix issues that literally can't be found on any of their canadian websites; and the contact form to get in touch with support does not generate a response/second delivery attempt. I have been in touch with Unbound Merino to get them to sort this, or send me a new package without using UniUni. It's unacceptable and is a clear pattern of fraudulent/improper business practices by uniuni.

  Customer Answer

  Date: 14/07/2025

  Tracking - BAUNI002910014296293

  PN - *****************

  

  Business Response

  Date: 22/07/2025

  Dear ******,

  Thank you for your message. We understand how frustrating this experience has been, especially when communication hasnt met your expectations.
  Weve reviewed your parcels journey and can confirm that it was successfully delivered on July 14, 2025, at 6:50 PM to:
  *************************************************************************************************
  There was an unknown failed delivery attempt recorded on July 8, 2025, at 9:50 PM. Unfortunately, the reason for that failed attempt was not properly logged in the system, and we recognize how this led to confusion and a lack of timely updates on your end.
  Following your outreach, your ticket was escalated to our internal teams, and the warehouse successfully located and reprocessed the parcel for final delivery.
  We also want to acknowledge your feedback regarding our support channels. The extended hold times, lack of real-time updates, and difficulty accessing follow-up support are issues we're actively working to improve. Your experience has been noted and will be included in our ongoing process reviews.

  Sincerely,

  UniUni

• Initial Complaint

  Date:14/07/2025

  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.

  Ordered via TikTok shop. Order containing multiple items was to be delivered by UniUni and marked "out for delivery on 6/19". On 6/21, I called UniUni to be told that they give their drivers ***** business hours to successfully deliver a package and to wait until 6/23. I called back on 6/23 and had to wait 1 hour 40 minutes to reach someone - this time she told me that they didn't have the city or zip code on the package and that was the problem and assured me this would remedy the problem and be delivered within the next 48 hours and that I would receive an email confirmation. No email confirmation was ever received. So I filed an online inquiry to receive the following email from UniUni:Hi ********, Thank you for reaching out. We want to inform you that due to a severe tornado that recently struck the ********* area, our STL warehouse suffered extensive damage and is currently inaccessible. Unfortunately, your parcel was located in that facility and may potentially be *********** this moment, we are unable to retrieve or verify the status of parcels from that location. However, we are actively monitoring the situation and will follow up with more information as soon as we have access and further updates.We sincerely apologize for the inconvenience and appreciate your patience and understanding during this time.If you have any further questions, please feel free to contact us.Warm regards,UniUni.FIRST OFF, the tornado in ************** hit May 16th. IF the warehouse was damaged, WHY a MONTH LATER are you still routing packages through there? And as of today, July 14th, there has been ZERO DELIVERY, ZERO FOLLOW UP from UniUni. I had to battle countless times with TikTok to get items refunded. With the countless complaints about UniUni and "missing packages", this seems like an outright scam stealing packages. I now have another package "out for delivery" with UniUni for days and expecting a similar situation. Can't trust this service!!!!

  Customer Answer

  Date: 16/07/2025

  UniUni Tracking - UUS56B0857353849941

  

  Business Response

  Date: 22/07/2025

  Dear ********,

  Dear ********,
  Thank you for your message. We understand your frustration and acknowledge the difficulty you've experienced trying to get clear answers.
  Weve reviewed your support history and can confirm that your parcel was impacted by the operational disruption at our STL facility, which sustained significant tornado damage in May. While the warehouse resumed limited function shortly afterward, continued sorting and rerouting efforts caused extended delays and, in this case, the loss of your parcel during the transition to a new facility.
  We recognize that communication on this matter did not meet expectations, and we take that seriously. A senior agent is currently assigned to your ticket and will be following up within the next few hours to provide a formal resolution.
  We appreciate your patience, and were committed to ensuring your concerns are addressed directly.
  Sincerely,

  UniUni

• Initial Complaint

  Date:14/07/2025

  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.

  ****** has failed to deliver all 2 of my packages multiple times, and now Im awaiting a 3rd delivery attempt on both of my packages. Ive told them to use another address hoping that this will finally work. UniUni has also claimed that the packages were rejected but I have a ring camera at my front door showing that the drivers have failed to show up 4 SEPARATE TIMES. This is totally unacceptable. Frankly, I have no confidence that my packages will be delivered at all. Not to mention, their customer support has hung up on me multiple times when trying to address this issue.

  

  Business Response

  Date: 22/07/2025

  Dear *********,

  Weve reviewed both of your packages and want to provide a clear update on their status, along with context around the recent delivery attempts.
  Tracking UUS56Q0464411265923 was successfully delivered on July 16, 2025, at 7:31 PM to:
  ****************, *******, GA *****, ****
  Tracking UUS56P0469409827823 has been booked for a second delivery as of July 19, 2025, at 10:17 PM and is currently waiting to be assigned to the next available delivery route. This is expected to occur within the next 2448 hours.
  The previous failed attempts were marked as Contact Failed and Inaccessible, which occurred because the original shipping information did not include a valid phone number for the driver to use at the time of delivery. Without a way to reach you and confirm access, the location was marked as undeliverable.
  We understand the frustration of seeing repeated delivery attempts without success, especially when youve been actively trying to resolve the issue. Now that **** received updated delivery instructions, including the alternate address, we will ensure this next attempt is prioritized for delivery.

  Thank you,

  UniUni

• Initial Complaint

  Date:14/07/2025

  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 live in an *******. There a sign in front of office that all mail goes there. Instead, they keep coming to slot 6. One guy I caught delivering thought Highway 6 meant 6. I have a sign in my porch, no mail here, go to office. Im begging to believe they dont read English.

  Customer Answer

  Date: 16/07/2025

  I am the person ******* delivered package to instead of office. The seller and delivered to are on the package. I want ******* stop stop delivering packages on my porch instead of office. I receive at least one a month for people who live in the park. Uni Uni obviously can read or follow directions. I keep telling support that the address is for office, not for my RV slot. One driver pointed to Highway 6 and at my spot. I told him no. Highway 6 is the road. Deliver to office.

  

  Business Response

  Date: 22/07/2025

  Dear *****,

  Thank you for bringing this matter to our attention.
  We understand how frustrating it must be to repeatedly receive parcels that are not addressed to you, especially when youve made every effort to redirect deliveries to the proper location within your RV park. We also acknowledge your concern regarding signage and prior communication being overlooked.
  Weve escalated this issue to our warehouse and dispatch teams to ensure all future deliveries to your park are routed correctly to the designated office rather than individual slots. Drivers will be reminded to follow posted signage and confirm address accuracy before completing a delivery.
  We sincerely apologize for the inconvenience and the disruption this has caused. Your feedback is important and will help us improve our routing accuracy and delivery standards.
  Thank you again for taking the time to notify us.
  Sincerely,

  UniUni

• Initial Complaint

  Date:14/07/2025

  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 ordered an item from a ******** ad a retro gaming emulator UniUni recieved the item on 07/01/25 they claimed that they were delivering it on 07/11/25 i was home all day no one attempted a delivery. On 07/12/25 at 0700 they sent me an email and stated they attempted to deliver the package but could not due to severe weather it is currently 85 and sunny where i am located i also checked my camera and no one attempted to deliver anything at 0700. Ive attempted to resolve it via telephone and was told they would attempt in 48hrs they dont know why the driver did not deliver or arrive

  

  Business Response

  Date: 22/07/2025

  Dear ****,

  Thank you for reaching out and sharing your concerns regarding the delivery of your recent order.
  We understand how frustrating it is when a delivery doesn't go as expected, especially when you're home and monitoring the situation closely. After reviewing your tracking history, we can confirm that while an initial delivery attempt was recorded on July 11, the final successful delivery was completed on July 16, 2025, at 9:07 PM to the address provided:
  ***************************************
  We recognize your concern regarding the reason initially listed for the failed attempt. While "severe weather" may have been triggered as a generic status code in the system, it does not reflect an accurate account of the local conditions you've described. We'll be flagging that internally for correction and clarity with our driver dispatch team.
  We appreciate your patience through the delay, and were glad to see the parcel has now been delivered. If there are any remaining concerns or issues with the package itself, please dont hesitate to let us know, were here to help.
  Sincerely,

• Initial Complaint

  Date:14/07/2025

  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 placed an order on June 4th and it was in transit to me until it got to ***. After that I havent had any updates and the package is way over the delivery date. The last update was on June 23 and no one seems to know where the package is. I will like my package found and delivered

  

  Business Response

  Date: 16/07/2025

  Dear ***,

  Thank you for taking the time to share your concerns. We sincerely apologize for the lack of clarity regarding your parcels delivery status and the inconvenience this has caused.
  Upon internal investigation, weve confirmed that your parcel was recalled by the vendor and redirected back to their facility. This type of recall is typically initiated by the merchant due to an issue with the order itself, such as a stock concern or address error. As the carrier, UniUni acts upon the instructions provided by the vendor and does not have the authority to override a recall directive.
  We understand how frustrating it can be when expected deliveries are disrupted. To move forward, we kindly recommend reaching out to the vendor directly to confirm the reason for the recall and to discuss next steps for either redelivery or a replacement.
  Sincerely,
  UniUni

• Initial Complaint

  Date:11/07/2025

  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 am filing a complaint about UniUni, the courier responsible for delivering my two packages: GV25CAA0U016690642 GV25CAA0U016715726 The packages were marked as Failed Delivery Attempt on July 8, 2025. I was home all day and received no call, no knock, no notice, and no delivery attempt. I also did not receive any tracking update or notification from UniUni before or after this.After seeing the failed delivery status, I submitted multiple redelivery requests through their website and wrote to their email support ************************************* but I have received no response at all.I then offered to pick up the packages in person at their depot, and again was completely ignored. Now the tracking status shows Inbound Return, meaning the packages are being returned to the sender without my consent.This is unacceptable. I never refused the delivery, and I made multiple attempts to get help from UniUni they completely ignored **** am requesting:- A full explanation of why delivery failed - Immediate redelivery of the packages (if still possible) - Or accountability and compensation if the items are already returned I hope the BBB will help hold this company accountable and prevent this experience for other customers in ******

  

  Business Response

  Date: 16/07/2025

  Dear Vlada,

  Thank you for sharing your detailed feedback. We sincerely apologize for the inconvenience and communication breakdown you experienced regarding your two packages: GV25CAA0U016690642 and GV25CAA0U016715726.
  After reviewing the delivery history, we can confirm the following:
  GV25CAA0U016690642 is currently in transit as of July 16, 2025, and is scheduled for delivery within the next 48 hours.
  GV25CAA0U016715726 is currently at our warehouse and has been booked for second delivery, which is now being prioritized.
  The initial delivery attempts on July 8, 2025, were marked as Contact Failed and Inaccessible by the driver. While these notations typically indicate difficulty accessing the property or reaching the recipient, we fully understand your concern that no clear delivery attempt was visible. This falls short of the service standards we aim to uphold.
  We appreciate your continued patience and want to assure you that UniUni is committed to resolving this matter swiftly. Our team is taking immediate steps to ensure both packages are delivered without further delay and that your experience informs ongoing improvements to our service.
  Sincerely,
  UniUni

  
  

• Initial Complaint

  Date:11/07/2025

  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.

  In the morning on 7-10-25 my Uniuni tracking #UUS5750560466779783 showed my package was in ******** and was out for delivery. Later in the afternoon on the same day, I received an email from Uniuni stating "their delivery attempt failed". There was NEVER any attempt made because I was at home all day & even left my gate open for them. I immediately sent an email to their customer support team regarding this issue. They responded back stating they received my message & would text back to me within 24 to 48 hours. I was not satisfied with such a long wait, so I called the # shown for them, which was to be in the *************. After being on hold for over 15 minutes, I finally was able to speak with someone, evidently NOT in *****************, saying she couldn't help me but would transfer me to someone in ****** & to hold on but then it just hung up on me. Now I have to pay for an expensive International call. I really wanted this package so again, I sent another email to the support team to re-schedule another delivery. They have not responded to this message. I am hoping this was not a scam because, as I previously stated, I really wanted this order.

  

  Business Response

  Date: 16/07/2025

  Dear *****,

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration and inconvenience you experienced.
  After reviewing the tracking history, we can confirm that your parcel tracking number UUS5750560466779783, was successfully delivered on July 13, 2025 at 3:05 PM to ****************************************************************************
  It appears the delay and initial delivery failure stemmed from a formatting issue with the original address, which caused routing complications. Once this was identified, our warehouse team corrected the address and prioritized the parcel for redelivery.
  We also want to acknowledge your attempts to resolve the matter through multiple channels. While our standard response window is 24 to 48 hours, we understand how important timely service is, especially when a package is delayed. We regret the technical issue you encountered while calling our support line and are reviewing the matter to ensure it does not occur again.
  Please rest assured that UniUni is a legitimate logistics provider and we take the integrity of every delivery seriously. We understand how this experience may have raised concerns, and we deeply regret the impact it had on your trust in our service.
  Thank you again for your patience and for giving us the opportunity to address this matter.
  Sincerely,
  UniUni

  Customer Answer

  Date: 17/07/2025

   
  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,
  
  ***** ******