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: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.

  I placed an order through ***** to be delivered by UniUni as last mile services. The package was received by UniUni on August 15, 16:04:16 and then marked as with a driver August 16, 6:32:37 quickly followed by a out for delivery scan at 7:45:02. This is when the problems occur. After waiting multiple days and there being no delivery attempt I used their support ticket system which directed me to just check the online tracker which still hadnt be updated. After this I figured a live person had to be better, I called customer support and waited on hold for ages just to be rushed off the call by a rude man who promised a follow up which never came but I did confirm the full address with him. All that happened was that more than 48hrs later on August 21, 21:13:06 the package was marked as a delivery attempt having been made but the unit number was unavailable. First thing on August 22, 10:01 I called customer support back who actually read the address back to me unprompted in full. They told me that it was at the warehouse and could not be delivered for that reason. I requested a supervisor but was rejected approx 10 times, I was promised a call back that again never came. I sent another support ticket requesting immediate action but the response informed me that it had not actually arrived at the warehouse house yet as of August 23 16:34. I responded pretty immediately at 17:26 requested the issue be escalated and have still received no response. The tracking number has also not been updated at all. They have lost or stolen my package and very clearly attempting to shift blame. Not only have they successfully delivered to this address for over a year but the building has a full directory with a map of its only 2 floors. Additionally, there are 3 signs with the business name and arrows leading to the door with a big sign over it indicating youve arrived at the correct door. All details I have provided their customer support of multiple times.

  

  Business Response

  Date: 05/09/2025

  Dear *******,

  Thank you for sharing the full account of your experience. We understand how frustrating it must have been to see conflicting updates, wait on hold, and not receive the follow-ups you were promised. You made every effort to provide your correct address and assist in the delivery, and you deserved clearer communication and a timely resolution.
  After reviewing your case and tracking history, we must confirm that this parcel has been lost in transit. We recognize this is not the outcome you were expecting, and we sincerely apologize for the inconvenience and disappointment this has caused.
  We have reopened your customer support ticket and escalated the case to our resolution team to ensure next steps are handled promptly. You will be contacted with details on the resolution process.
  We regret that this delivery could not be completed successfully, and we appreciate your patience as we work to close this matter properly.
  Sincerely,
  UniUni

  Customer Answer

  Date: 08/09/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am writing to formally reject the response provided by UniUni regarding my complaint filed on August 26, 2025. While UniUni has acknowledged losing my $400 package and the vendor has issued a refund, their response fails to address the systematic issues with their service that prompted my complaint in the first place.
  The core of my complaint extends beyond this single lost package. It concerns UniUni's fundamental inability to provide adequate delivery services and their deeply problematic customer service practices. Consider the following:
  Pattern of Misleading Communication
  Throughout my experience, UniUni representatives repeatedly provided contradictory information. First claiming a delivery attempt was made but the unit number was unavailable (despite having my complete address), then stating the package was at the warehouse, and later claiming it hadn't arrived at the warehouse. This inconsistency suggests either poor internal communication or deliberate misdirection.
  Refusal to Escalate Concerns
  When I requested to speak with a supervisor after receiving conflicting information, I was denied approximately 10 times. This systematic refusal to allow customers to escalate legitimate concerns is unacceptable business practice and appears designed to frustrate customers into abandoning their inquiries.
  Failed Promises and Follow-Through
  On multiple occasions, UniUni representatives promised callback resolutions that never materialized. After their BBB response on September 5th claiming they had "reopened my customer support ticket and escalated the case," I received only a generic closure email on September 7th with no actual resolution beyond acknowledging the package was lost.
  Delayed Accountability
  UniUni only admitted to losing my package after BBB involvement, despite having this information earlier. They informed the original vendor the package was "unable to be delivered and was being returned," which was false. Their engagement with the BBB appears to lack good faith, as they utilized the full 10-day response window despite already knowing the package was lost.
  I would like to highlight that my experience is not isolated. The sheer volume of BBB complaints against UniUni762 total complaints in the last three years with 528 complaints closed in just the last 12 monthsindicates a systemic problem that warrants serious consideration regarding their BBB rating and standing.
  The combination of failing to perform their basic service of package delivery, engaging in customer gaslighting, refusing appropriate escalation channels, and only acknowledging issues under regulatory pressure demonstrates a company that is not operating with the integrity expected of BBB-accredited businesses.
  I respectfully request that the BBB consider this pattern of behavior in evaluating UniUni's standing and take appropriate action to protect consumers from these practices.
  Thank you for your attention to this matter.
  Sincerely,
  ******* ******

  

  Business Response

  Date: 19/09/2025

  Dear *******,

  Thank you for sharing your concerns and for outlining your experience in detail. We understand how frustrating this situation has been and appreciate the opportunity to clarify.
  Your parcel was last scanned on August 21, 2025, when the driver marked it as no unit number with the intent to return it to the warehouse. Unfortunately, no further scans were recorded, and the parcel did not make it back as expected. Because of this, our customer service team did not have additional updates available at that time.
  Once our warehouse team was able to complete their investigation, it was confirmed that the parcel had been lost in transit. A resolution was provided on September 5, 2025, and the matter was closed following that investigation.
  We sincerely regret the inconvenience caused and recognize the disappointment when a delivery cannot be completed as intended. Please be assured that we continue to review cases like this closely with our teams to strengthen both communication and service reliability.
  Thank you again for bringing this matter forward.
  Best regards,
  UniUni C

  Customer Answer

  Date: 19/09/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  UniUni's Response Reveals Systemic Failures Disguised as Customer Service
  After reviewing ********************'s latest BBB responsepredictably delivered at the final hour of their response windowI find their communication represents not merely inadequate customer service but rather a sophisticated system designed to deflect accountability while introducing new inconsistencies that further undermine their credibility:
  1. Timeline Manipulation and Retroactive Justification
  UniUni's explanation regarding the "no unit number" designation exemplifies their pattern of retroactively creating justifications to explain delivery failures:
  Package scanned "out for delivery" on August 16th at 7:45:02 AM
  The "no unit number" designation mysteriously appeared on August 21st at 21:13:06notably after I had already initiated my complaint about the missing package
  This status change bears the distinct characteristics of an administrative correction rather than a genuine delivery attempt
  The five-day gap between "out for delivery" and this alleged delivery issue, combined with the suspicious timing of this status change, strongly suggests this explanation was fabricated to provide cover for a package that had already been lost in their system. Review of other BBB complaints reveals a troubling pattern where UniUni consistently blames recipient address information for their own logistical failuressuggesting this is standard operating procedure rather than an isolated incident.
  2. Institutionalized Misinformation as ********************************************************** demonstrate not random inconsistency but what appears to be a calculated system of strategic misinformation:
  August 22: Representatives confidently assured me that my package was physically "at the warehouse and could not be delivered for that reason"
  August 23: Complete reversal of position, claiming the package had "not actually arrived at the warehouse yet"
  September 19: Their latest BBB response characterizing this as "our customer service team did not have additional updates available" deliberately misrepresents what occurredtheir agents didn't express uncertainty but instead provided contradictory information with absolute certainty
  This pattern of escalating contradictions across multiple service channelsfrom frontline representatives to BBB response specialistsreveals not isolated employee error but a systematic corporate practice. Representatives consistently chose fabricated certainty over transparent uncertainty, suggesting UniUni has institutionalized misinformation as a deliberate customer management strategy.
  Most concerning is their continuation of this practice in formal regulatory responses, where they attempt to reframe active misinformation as passive information gaps. This pattern appears strategically designed to obstruct customers from effectively advocating for resolution while insulating UniUni from accountability for fundamental operational deficiencies.
  3. Systematic Obstruction of Customer Advocacy
  ********************'s response strategically avoids addressing the documented service breakdowns that characterized my experiencea calculated omission that reveals their operational priorities:
  Deliberate Denial of Escalation Protocols: Throughout approximately 10 separate requests to speak with supervisors, representatives employed a consistent three-phase obstruction strategy: 1) Initial deterrence through exaggerated wait times ("It will be at least 45 minutes before a supervisor is available"), 2) False promises when persistence continued ("A supervisor will call you within 24 hours"), and 3) Direct evasion as a final measure. In one particularly revealing instance, after firm insistence on supervisor intervention, the agent placed me on hold only to return with assurances of an imminent callbackthen promptly terminated the call. This coordinated resistance to proper escalation across multiple representatives strongly indicates a company-wide policy designed to suppress complaint escalation.
  Systematic Use of Phantom Commitments: Multiple representatives made explicitly documented promises of callbacks and case escalations that never materialized, revealing either catastrophic disconnects between customer-facing promises and internal processes, or more likely, a deliberate strategy of empty placation.
  Coordinated Contradiction as Service Strategy: Representatives across different service channels provided fundamentally incompatible explanations within 24-hour periodsnot minor variations but completely contradictory accounts of package status and locationindicating either profound internal communication failures or a deliberate strategy to frustrate resolution attempts.
  Institutionalized Customer Deterrence: The systematic implementation of excessive hold times (frequently exceeding 30 minutes), abruptly terminated interactions where representatives rushed to end calls before resolution, and refusal to provide consistent case reference numbers collectively establish a pattern of institutional barriers designed to exhaust customer persistence rather than facilitate resolution.
  4. Corporate Accountability Evasion Through Strategic Ambiguity
  UniUni's response employs textbook corporate deflection tactics, offering vague platitudes about "reviewing cases" and "strengthening communication" while meticulously avoiding any concrete, measurable commitments. This calculated ambiguity appears designed to create an impression of responsiveness while ensuring they remain unbound by specific improvement obligations. Their carefully crafted response is notable for several critical omissions:
  No specific procedural improvements to address their demonstrably flawed package tracking system that consistently misrepresents delivery status and location
  Complete silence regarding reforms to their customer service escalation protocols, which systematically obstruct legitimate customer attempts to resolve service failures
  Absence of any defined accountability framework or service recovery process when packages are lost or mishandled, suggesting an organizational unwillingness to establish measurable standards against which their performance could be evaluated
  5. Core Business Function Failure: The Fundamental Issue
  Perhaps most revealing is UniUni's apparent expectation that consumers should simply accept package loss as an unavoidable aspect of their service. This attitude is particularly problematic given that UniUni's sole purpose as a company is last-mile deliveryarguably the most straightforward segment of the shipping process where packages have already successfully navigated complex global logistics networks and simply need to travel from a local warehouse to their final destination.
  The company's inability to reliably perform this single, fundamental functioncombined with their sophisticated apparatus for deflecting responsibility when they failsuggests profound operational deficiencies that their BBB complaint volume (762 in three years with 528 in just the last 12 months) only begins to quantify.
  6. Documented Pattern of Broken Commitments
  Their assertion that "a resolution was provided on September 5, 2025, and the matter was closed following that investigation" directly contradicts their own written communication. Their September 5th response explicitly promised I "will be contacted with details on the resolution process"a commitment they abandoned when unilaterally closing my ticket on September 7th without any further communication.
  This latest response, delivered only after utilizing the full 10-day window permitted by the BBB process, exemplifies the pattern of corporate behavior I've documented throughout this ordeal: strategic delays, shifting narratives, retroactive justifications, minimal accountability, calculated omission of specific concerns, and unilateral case closure without meaningful resolution. The deliberately delayed timing of their responsesconsistently at the last possible momentreinforces their apparent lack of good faith engagement, suggesting a calculated strategy to exhaust complainants through procedural attrition rather than promptly addressing legitimate concerns.
  I maintain my assessment that UniUni's issues reflect deep-rooted systemic problems requiring regulatory intervention beyond this individual case. Their practice of retroactively attributing delivery failures to customer address issues when packages have likely already been misplaced appears to be a documented pattern across their complaint history, suggesting a deliberate corporate strategy rather than isolated incidents.
  
  

  

  Business Response

  Date: 21/09/2025

  Dear *******,

  We acknowledge your detailed concerns regarding your service experience and the broader operational issues you've outlined.
  Your customer support ticket was successfully resolved through our standard resolution process. We understand your frustration with various aspects of the service timeline and communication you experienced.
  Your comprehensive feedback regarding our delivery protocols, customer service procedures, and communication processes has been documented and will be forwarded to our operations team for thorough review. We take all customer feedback seriously as part of our ongoing efforts to evaluate and improve our service delivery.
  We recognize that your experience did not meet your expectations, and we appreciate the time you invested in providing this detailed assessment of our operations.
  Thank you for bringing these matters to our attention.
  Sincerely,

  UniUni 

• Initial Complaint

  Date:26/08/2025

  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 am writing to formally file a complaint regarding the failed delivery of my package. The seller assured me that delivery to a P.O. Box would not be a problem, but I do not understand why a courier service that cannot deliver to P.O. Boxes was chosen. My address is a P.O. Box located inside a military base, which standard couriers are unable to access. For this reason, I booked a second delivery off the base and included specific instructions for how the package should be delivered.I have already filed a complaint through your website, but no one answering for a week. So i called your call center and I was told the package would be delivered no later than today, but I have not received any phone call or email confirming the second delivery attempt. Meanwhile, your tracking system already shows that the second delivery has failed, even though no proper attempt or coordination was ******* has now been almost a month since the original shipment, and I still have not received my package. I kindly request that you reschedule the delivery as soon as possible, ensuring that the courier follows the special instructions provided. Please confirm the new delivery date and details at your earliest convenience.

  

  Business Response

  Date: 05/09/2025

  Dear Charti,

  We appreciate you sharing the full details of your experience. Waiting this long and seeing repeated failed delivery updates without clear answers is understandably frustrating, and you deserved better communication along the way.
  Because of access restrictions, we are not able to complete deliveries to P.O. Boxes or military bases. We realize this may not have been clear when your shipment was arranged, and we are sorry for the delay and confusion this has caused.
  The best path forward is to reschedule delivery to a residential or commercial address nearby. If you have a friend or family member whose address we can use, we will ensure the package is delivered there without further delay. If this is not possible, we also recommend contacting your vendor directly to discuss a resolution, as they may be able to provide alternative options given the delivery limitations.
  We also want to take a moment to thank you for your service, and for your patience as we work with you to bring this to a proper close.
  Sincerely,
  UniUni

• Initial Complaint

  Date:26/08/2025

  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 did not deliver my merchandise. I live in a rural area and have Cameras all over my property and no delivery attempt was made. Now my merchandise is sitting in ********* which is 68 miles away. Attempts to contact them have been a failure. Their phone service is a joke. You either are on a 90 minute wait or You get hung up on.

  

  Business Response

  Date: 05/09/2025

  Dear *******,

  We appreciate you reaching out and sharing the details of your experience. We know how frustrating it is to have no delivery attempt reflected on your cameras and then be left waiting far too long for answers. You should have received clearer communication from us.
  Regarding parcel 4C003249875US, this shipment has been deemed lost. We are following up with a resolution through your customer support ticket so you receive the next steps without further delay. Unfortunately, the driver did not update the tracking record with a reason for the failure, and we regret the lack of transparency this has caused.
  For parcel 4C003246429US, it is currently at our warehouse awaiting an address check. We have already responded to your customer support ticket to verify your address, and once this is confirmed, we will arrange a second delivery attempt and update you with the scheduled details.
  We value the time youve spent trying to resolve this, and we are committed to closing this matter properly. Thank you for your patience as we work through both parcels with you.
  Sincerely,
  UniUni

• Initial Complaint

  Date:26/08/2025

  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.

  Two packages were marked as "failed delivery attempt" because they tried to deliver to our commercial loading dock after hours. I created a customer support ticket explaining that all delivery attempts must be on weekdays and to please contact me. No response, and no further delivery attempts, despite their website claiming TWO attempts will be made before returning to the warehouse. Now it's been a week, with no further delivery attempts, all it says is "returned to warehouse," there is no info on where the warehouse is, and I can't even reach anyone on the phone! Where are my packages, UniUni?!

  

  Business Response

  Date: 05/09/2025

  Hello *******,
  We truly appreciate you bringing this to our attention. We understand how unsettling it must have been to see failed delivery attempt on your tracking history and then be left without clear updates. After reviewing your shipments, we can confirm both packages, UUS5890778647689946 and UUS5890777647690056, were safely delivered on September 4, 2025.
  We know you depend on accurate communication, and in this case the updates did not give you the clarity you deserved. We are working with our team to ensure tracking reflects the delivery process more clearly. Thank you for your patience and for allowing us the chance to make this right.
  Sincerely,
  UniUni

• Initial Complaint

  Date:26/08/2025

  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.

  The company said they tried a attempt but wrong address i called them and confirmed that the address on the parcel was correct, the driver never made a attempt i was home all day, they told they would do 2nd attempt when checked the tracking it says they tried again but when i called customer service the *** told me there was no 2nd attempt yet, I believe this a cover up because they don't have the parcel anymore , I have alot of emails from them , if check the tracking it says now they will do another attempt, I'm retired and i am home most of the time i even told customer service to give the driver my cell number and call me when he is here or gets lost, I do see by the reviews on your site that alot of people have had the same issue,

  

  Business Response

  Date: 05/09/2025

  Dear *******,

  We appreciate you sharing your experience.
  After reviewing your case, we can confirm your parcel was delivered on August 28, 2025, at 09:39. We know the tracking history made this unclear, and we are sorry for the confusion it caused along the way.
  We will also be reviewing this experience internally, as we see a gap in how the second delivery was booked and how communication flowed between our agents and you. This feedback is valuable and will help us improve the process moving forward.
  Thank you for your patience as this was sorted, and were glad to confirm your delivery is complete.
  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:22/08/2025

  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 had a package that was supposed to be delivered on the first of August. It failed because they attempted to deliver at 10pm at night and the business was closed(which is fine). They said they would attempt delivery next day. August 2nd, the package was out for delivery but did not attempt delivery until August 3rd and failed again.I immediately called to reschedule a delivery and made sure they noted hours of operation in which the business is open to accept the parcel. On August 5th, I receive an email stating a second delivery had been scheduled and would be performed within 10 business days. It is now August 22nd and no delivery has been made or attempted. I have not received any communication from UniUni and calling results in 1hour+ of hold time before speaking with someone. At this point, I wouldnt be surprised if they lost/stole my package. This company is run by incompetent people who have no business being in charge of anything.This company should be out of business.

  

  Business Response

  Date: 24/08/2025

  Dear ****,

  We regret the repeated delays and the lack of clear communication you experienced with your shipment. Our records confirm that the parcel had multiple failed delivery attempts earlier in August, and we understand how frustrating this has been for you.
  As of today, your package is back out for delivery and is expected to be completed by the end of the day on Monday, August 25, 2025. Tracking will update once the delivery has been finalized.
  We sincerely apologize for the time lost and the inconvenience caused, and we appreciate your patience while this delivery is completed.
  Sincerely,
  UniUni

  Customer Answer

  Date: 26/08/2025

   
  Complaint: 23783697
  
  I am rejecting this response because:
  
  It is now August 26 and the package was not delivered or attempted delivery.

  You all have lost my package and continue to extend the delivery date instead of marking as missing package so I can get refund from the merchant. 

  

  Business Response

  Date: 05/09/2025

  Dear ****,

  We appreciate you bringing this to our attention again. We understand how frustrating it has been to watch the delivery date shift without a clear answer, and you deserved more straightforward communication from us.
  Our warehouse has now confirmed that this parcel is missing. Your support ticket ******* has been escalated to our Resolution Team, who will provide you with a direct response within the next 24 hours. This step ensures you have the documentation needed to work with your merchant on either a replacement or refund.
  We sincerely apologize for the delay and lack of clarity youve experienced, and we thank you for your patience as we bring this to a proper close.
  Sincerely,
  UniUni

• Initial Complaint

  Date:21/08/2025

  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 had 5 separate shipments sent with *******, 4 shipments never got delivered, I followed the tracking and contacted ******* customer service both by email and phone. Most of the time, they simply never get back to you. Sometimes you get a "Ticket created" automated email and then nothing more. In some cases I got an email saying they will make a second delivery attempt within 10 business days. However, they never deliver anything. I have now lost 4 out of 5 shipments with a total cost of $180.If you look at their review score on Trustpilot, you will see that with more than ***** reviews, their rating is 1.2 star, almost everyone leaves a 1 star review and the experiences others have are identical.Such a company should not be allowed to operate! Tracking numbers UUSC000011455932 UUSC000011456705 UUSC000010890206 UUSC000010890157 Tracking website ************************************************

  

  Business Response

  Date: 24/08/2025

  Dear ****,

  We regret the frustration you have experienced and appreciate the opportunity to clarify the status of your shipments. After reviewing your case, we can confirm that all four parcels listed (tracking numbers UUSC000011455932, UUSC000011456705, UUSC000010890206, and UUSC000010890157) have been booked for a second delivery attempt by our **************** team.
  At present, these shipments are in queue at the warehouse awaiting placement on available routes. Once assigned, they will be dispatched for delivery and the tracking page will update accordingly.
  We understand how concerning it is to wait without clear updates, and we are committed to ensuring these shipments are completed. We will continue to monitor their progress and appreciate your patience as they move through the final stage of delivery.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 27/08/2025

   
  Complaint: 23777585
  
  I am rejecting this response because:

  What they are claiming (new delivery attempt being initiated shortly) is a complete lie. Two of the 4 shipments have been sitting in the warehouse in ******* since July 13th!

  Here you can see the tracking:

  *****************************************************************************************; and 

  ************************************************************************************

  I have contacted ******* many times regarding all 4 shipments but not least the two shipments mentioned above as they were shipped a month earlier. IF I got a response from *******, it was an email saying they would deliver within 10 business days. Anyone can see the 10 business days are long gone as we are now August 27th (see screenshot of their email).

  Further see screenshots of my inbox, to show you I have emailed them many, many times regarding these shipments!

  Sincerely,

  
  **** Vermont

  

  Business Response

  Date: 05/09/2025

  Hello ****,
  Thank you for sharing the details of your experience along with the supporting screenshots. We understand how frustrating it has been to wait this long, especially after receiving repeated messages about delivery timelines that have clearly passed. You deserved clearer communication and more timely updates from us.
  The shipments you referenced have been affected by a recent relocation of our Atlanta warehouse. The process took longer than expected, and this unfortunately delayed the scheduling of second delivery attempts. We have sent a request directly to the warehouse team to confirm where your parcels sit in the current booking queue so that a delivery date can be secured.
  We sincerely apologize for both the delay and the lack of transparency around these shipments. Your case has been escalated for direct follow-up, and you will be updated once we receive confirmation from the warehouse.
  Thank you for your patience as we work to close this matter properly.
  Sincerely,
  UniUni

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23777585
  
  I am rejecting this response because:

   

  Your explanation is not acceptable, you have had nearly 2 months time for the second delivery attempt. Your customer service is terrible, I have contacted customer service at least 15 times, mostly without getting any response!

  Your relocation of the warehouse in ******* is just an excuse, if you check your reviews on Trustpilot (with over ***** reviews!) your score is a meager 1.2 stars with MOST people having identical complaints as I do. (Are you relocating in every district?) Link to Trustpilot:  ****************************************************************

  Therefore, I reject your "explanation"
  
  Sincerely,
  
  **** Vermont

  

  Business Response

  Date: 21/09/2025

  Dear ****,
  We sincerely apologize for the unacceptable delays you have experienced and acknowledge your frustration with our service over the past two months.
  To provide you with a clear update on your parcels:
  UUSC000011456705: Delivered September 11th
  UUSC000011455932: Being added to driver route this week for delivery by Wednesday
  UUSC000010890206: Being scheduled for delivery this week
  UUSC000010890157: Also being scheduled for delivery this week
  We understand that after nearly two months and over 15 customer service contacts, these updates may feel insufficient. We recognize that our response time and communication have not met acceptable standards, and we take responsibility for the poor service experience you have received.
  We are committed to ensuring your remaining three parcels are delivered this week as indicated. You will receive tracking updates confirming pickup by our drivers and estimated delivery times.
  We understand your concerns about our overall service quality and appreciate you bringing this to our attention. Your feedback is valuable as we work to improve our operations and customer experience.
  We will personally monitor the progress of your remaining deliveries to ensure completion without further delay.
  Sincerely,

  UniUni

  Customer Answer

  Date: 24/09/2025

   
  Complaint: 23777585
  
  I am rejecting this response because:

   

  Shipment UUSC000011455932, has the same status as on July 13th (Returned to the warehouse!) Over 2 months ago!!

  Shipment UUSC000011456705 was not delivered as on September 11th as you claimed but instead returned to the warehouse AGAIN!

  Shipment UUSC000010890157 has the same status as on July 13th (Returned to the warehouse!) Over 2 months ago!!

  Your claims are total BS, you always promise redelivery in 10 business day and then not deliver at all (literally!)

  I have now bought my lamps from another store as delivery times of nearly 3 months (and counting!) is simply unacceptable. Companies such as these should NOT be in business! Promise, lie about it, lie about it again and then not deliver. Your review score of 1 point 2 stars out of over 1000 reviews on Trustpilot says it all!
  
  Sincerely,
  
  **** Vermont

  

  Business Response

  Date: 03/10/2025

  Good day,

  We acknowledge receipt of your complaint and sincerely regret the challenges you have faced with your shipments. We understand the frustration caused by delays and the perception of miscommunication, and we take your concerns seriously.
  Our records confirm the following:
  Shipment UUSC000011455932 remains in storage as the warehouse did not complete the booking of the second delivery attempt. We are actively investigating why this process was not completed and are working with our warehouse team to resolve it.
  Shipment UUSC000011456705 was successfully delivered on September 11, 2025, at 16:47:15 as recorded in our system.
  Shipment UUSC000010890157 is no longer in UniUnis possession, as it was returned to the vendor.
  We acknowledge that the communication regarding redelivery timelines has not met expectations in all cases. Our standard process is to resolve escalated delivery issues within 10 business days; however, in certain instances that commitment was not upheld. We take responsibility for this and recognize the impact it has had on your experience.
  We are addressing operational gaps to strengthen our service and restore trust with our customers. Your shipments will also be reviewed with our ***************** team to ensure accountability and corrective action at the warehouse and driver level.
  Thank you,
  UniUni

  Customer Answer

  Date: 10/10/2025

   
  Complaint: 23777585
  
  I am rejecting this response because:

  As it stands 2 out of the 4 shipments have still not been delivered after 3 months!!

  Your reply saying that it is scheduled for a new delivery date is pointless as I have been hearing that very same answer for several months!

  3 Months for a delivery is ridiculous even if they'd turn up today!!!
  
  Sincerely,
  
  **** Vermont

  

  Business Response

  Date: 17/10/2025

  Dear ****, 

  Thank you for bringing this matter to our attention, and we sincerely apologize for the multiple delivery failures you experienced and the lack of adequate support from our customer service team.
  After reviewing your tracking numbers, we can confirm that two of your outstanding packages (UUSC000011455932 and UUSC000010890206) have been returned to the vendor after remaining undelivered in our facility. We apologize that despite your attempts to contact us for resolution, these packages were not successfully delivered during our holding period.
  At this point, you will need to contact your vendor directly to arrange either replacement shipments or refunds for these items. We understand this places the burden on you to resolve a situation that resulted from our delivery failures, and we apologize for the inconvenience and financial loss this has caused.
  We recognize that your experience reflects significant service failures on our part, including unresponsive customer service, unfulfilled second delivery attempts, and lost packages. We are working to address these operational issues to improve our delivery success rates and customer support responsiveness.
  We apologize for the frustration and financial impact this situation has caused you.
  Sincerely,

  UniUni

  Customer Answer

  Date: 18/10/2025

   
  Complaint: 23777585
  
  I am rejecting this response because:

  Deliveries, which is a service I paid for, have not been delivered, despite over 15 contact attempts, both via email, through the website and via telephone. Your logistics is terrible your customer service is non existent. 3 Months waiting for shipments and then not receive them because they were sitting in a warehouse down the road for nearly 3 months, is unacceptable!

  
  Sincerely,
  
  **** Vermont

  Customer Answer

  Date: 22/10/2025

  Unfortunately the selling party is not in *************, therefore, I guess you leave me no other option than option nr. 2..?

   

  I am not at all happy with this outcome or this situation. I waited for 3 months for only half the order to be delivered. UniUni does this all the time as you can clearly make out of the thousand 1- star reviews on Trustpilot.

  The fact that such a dishonest company can keep operating, leaving that many customers waiting for nothing, is unbelievable!

• Initial Complaint

  Date:21/08/2025

  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 have contacted customer support multiple times via email and phone Each time, I have been given the same response: that the packages are "out for delivery" and will arrive within 48 hours. This timeframe has passed on multiple occasions, and the deliveries have not been made. The lack of a confirmed delivery date and the repetition of unfulfilled promises from customer service is unacceptable.

  

  Business Response

  Date: 24/08/2025

  Dear ********,

  Thank you for your feedback. We regret the frustration caused by the uncertainty around your deliveries. Our process provides drivers up to 48 hours to complete delivery once a parcel is marked as out for delivery. In this case, three of your four parcels were completed one day later than expected.
  Delays of this nature can sometimes occur due to traffic, weather, or other unforeseen circumstances that affect routing. That said, we are pleased to confirm that all four of your parcels (GV25US00U004213263, GV25US00U004186032, GV25US00U004204026, and GV25US00U004169937) were successfully delivered on August 21, 2025.
  We appreciate your patience and your feedback, which helps us continue to improve communication and service.
  Sincerely,
  UniUni

• Initial Complaint

  Date:21/08/2025

  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.

  My package from AliExpress used this horrible service which tracking stated was out for delivery early this morning. Tracking: UUS58B0459656607715. I got excited and waited all morning for it, only to receive a text around 11 a.m. stating that there was a failed delivery attempt. This isnt possible bc I was up and waiting for it. Cameras show that no one attempted any type of delivery. If you can text me with that update, then why not call me if youre confused? Then around 5pm tracking stated they attempted delivery again later that day and it also failed. They are sending it back to the warehouse allegedly due to wrong address. I was up around 5 and no one tried to deliver anything. Also Ive received another package from AliExpress with the same address with no issue. Other shipping companies can find my home, but UNIUNI has some kind of issue. I will never buy anything again from a business that uses UNIUNI again. I have a couple more UNIUNI packages coming from AliExpress and I must consider those a loss too.

  

  Business Response

  Date: 24/08/2025

  Dear ******,

  We regret the frustration you experienced with your delivery attempt. After reviewing your case, we located your support ticket and can confirm that you were contacted by email on Saturday, August 23, 2025, at 11:35 AM. At that time, your address was updated by our agent and a second delivery attempt was successfully booked.
  Your shipment is now scheduled for redelivery and will update on the tracking page once it has been assigned to a route.
  We apologize for the inconvenience this has caused and appreciate your patience while we complete the delivery.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 30/08/2025

   
  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.
  

  I appreciate the follow up. I did receive this package finally on 8/29, thank you. It took one week to get a second delivery attempt after it was brought back to the warehouse. My address was never the issue. When I spoke to a customer service agent, even he couldnt understand why the delivery failed. He checked my address and said it was fine. That address is my legal address used by the post office. 
  
  The agent was very kind and patient. He updated my address to an alternate one. I have since received another UNIUNI delivery using my original address that caused an issue before. All is well, but who knows what happened initially. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:20/08/2025

  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.

  am filing a complaint against UniUni for their repeated failure to deliver my ********** parcel (GV25USA0U019841304) has been in their warehouse since July 29, 2025. Despite multiple phone calls to their customer service each time requiring nearly one hour on hold to speak to an agent I have only received empty promises that I would get an update within 24 hours. These promises have never been fulfilled.On several occasions, agents guaranteed that I would either receive delivery or at least a confirmed update within a specific timeframe, but nothing happened. I was even provided with a pick-up number by one of their agents, yet no further action was taken.The original delivery failed because of an incorrect house number on the address. However, I corrected and confirmed the address with them, and still no new delivery attempt has been made in more than 10 days. My phone number is correct and was provided clearly, but the driver never attempted to contact ***** of today, August 20, 2025, I am still without my package. This delay and lack of professionalism is unacceptable.I am requesting immediate action from UniUni to deliver my package without any further delay, or a clear resolution to this matter (such as coordination with the seller for reshipment

  

  Business Response

  Date: 24/08/2025

  Dear *****,

  We regret the ongoing frustration this situation has caused. Our records confirm that your parcel (GV25USA0U019841304) has been at the warehouse since July 29, 2025. The original delivery failed due to an incorrect house number, and although the corrected address was received, a new booking has not yet been completed.
  Our **************** team has attempted to assist by submitting multiple requests and even providing a pick-up number; however, the warehouse has not finalized the redelivery as expected. We have now escalated this case to higher management within our Operations team to verify why the redelivery has not been booked and to ensure immediate action is taken.
  Your parcel remains a priority, and we will continue to follow up closely until this matter is resolved. We appreciate your patience as we work with our warehouse leadership to complete your delivery without further delay.
  Sincerely,
  UniUni