Complaints

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

close

Find a Location

Union Supply Group, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Union Supply Group, Inc.

  2500 Regent Blvd Dallas, TX 75261-4401

  
• 

  Union Supply Group, Inc.

  PO Box 619059 Dallas, TX 75261-9059

  

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:07/02/2025

  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.

  An order was placed but never delivered.

  Business Response

  Date: 07/22/2025

  Thank you for contacting Union Supply Group. We would like to inform you that the order in question, EWI7691719 (INV9535579) was returned to our company due to a transfer of facilities. Our records indicate that a replacement package, order SO10221273 (SO10221273) was shipped to ****** E.************************************** on 07/03/25. For your records we have attached the invoice pertaining to order SO10221273. We would also like to inform you that due to out-of-stock items, funds in the amount of $20.36 were released to you on 07/21/2025. Please allow up to 5-7 days to receive this refund in your account. We apologize for any inconvenience, and we appreciate your patience with this matter. Should you have any further questions or concerns please dont hesitate to contact us.

  Customer Answer

  Date: 07/31/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair 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 to send to my son on May 6th, 2025 (he is in the Wisconsin correctional system) the day the order arrived at the facility he was being transferred so they wouldn't give him his order because there wasn't enough time. I contacted the company immediately and told them what happened. They told me when they got the package back id be refunded so I could reorder.Facitity returned the package to Union Supply they in turn sent the package back to original facility...three times this has happened. Every time I call they tell me it was sent to the facility he is at, blame me for giving them the wrong facility (which isn't even an option for me to tell them) accuse me of just trying to rip them off by wanting my money back and telling me as soon as the package is returned they will refund me. Nine times now they have promised a supervisor would call me but none ever has. I asked for tracking numbers and was told that's a privacy issue so they aren't allowed to give that out. Now I placed another order by phone because he needs his stuff...they took the money from my bank account but now they claim there is no record of the order. This is $160 they have stolen from me and I am an elderly disabled person who only has my disability every month. I can't afford to just give people money and not get what I purchased in return. I want this made right immediately, a call from a supervisor as promised many times over and an apology. Every single person I have spoken with has given a different story AND they are ignoring the Sargents from both facilities requests for information also. This is the only place I can order shoes for my son from. I just want this taken care of immediately he needs his shoes

  Business Response

  Date: 07/21/2025

  Thank you for contacting Union Supply Group. Our records indicate that a replacement package, order SO10208055 (INV9645553) was shipped to ***************************** on 06/23/2025. For your records we have attached the invoice pertaining to order SO10208055. We apologize for any inconvenience, and we appreciate your patience with this matter. Should you have any further questions or concerns please dont hesitate to contact us.

• Initial Complaint

  Date:05/29/2025

  Type:Customer Service 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 with union supply direct on March 12, 2025. The amount that the company took out was $183.50. I had to call them to find out if everything that I ordered was still in stock and some of the items were out if stock. I then proceed to substitute for the items that were out of stock which was quite a few items. Then after I got done with substituting they gave me a new total amount which was $170.05. I asked them to issue me a refund on the price difference and they told me that would be no problem. When I didn't receive the refund I started calling everyday. The order shipped on the 24th of March and I still haven't received the refund. I even did a 3 way call with the bank just so that the bank could verify that they took out $183.50 and that there weren't any refunds put in the account. I have uploaded a copy of my bank statement so that you could see the amount taken out and no credits put in my account from *********************************************. I am no longer doing business with the company because of having to wait over 2 months for the refund that should have been in my account back in March of this year. I am requesting the full amount back for all the waiting I have done. I was a loyal customer for over a year. When I placed the order for my husband I really didn't have the money to do anything. I was living off of my taxes to pay my bills and get him a package.

  Business Response

  Date: 07/03/2025

  Thank you for contacting Union Supply Group. Our records indicate that funds in the amount of $13.45 were released to the original form of payment on 06/02/2025. We apologize for any inconvenience, and we appreciate your patience with this matter. Should you have any further questions or concerns please dont hesitate to contact us.

• Initial Complaint

  Date:05/28/2025

  Type:Product 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.

  On 2-27-25 I ordered (# EWI7633797) a tv from Union Supply online. For a family member ***** ****** #******. For 2-3 weeks the status changed from processing to invoiced. My credit card was charged for $232.05. The tv was never received. I checked the status again on 3-22-25 and my order was canceled. I immediately called and I spoke with a customer service **** he informed me the order was canceled because the tv was out of stock. So I ordered a different tv through them (confirmation # SO10058967) for $206.73. My family member did receive this tv but it was defective. So it was sent back. A replacement was sent but it was also defective. So I called Union Supply on 5-6-25 for a refund. The person I spoke with told me it would be 7-10 days for a refund (report #********). By 5-20-25 I hadn't received the refund so I called again. I was told there wasn't an update and they are waiting on the accounting department because they have to issue the refund. I called again today 5-28-25. I was told the same thing. I would like to be refunded as soon as possible to purchase a tv elsewhere.

  Customer Answer

  Date: 06/27/2025

  Updated...I received a full refund from Union Supply on 6/26/25.

  Business Response

  Date: 07/03/2025

  Thank you for contacting Union Supply Group. Our records indicate that funds in the amount of $206.73 were released to the original form of payment on 06/24/2025. Please allow up to 5-10 business days to receive this refund in your account. We apologize for any inconvenience, and we appreciate your patience with this matter. Should you have any further questions or concerns please dont hesitate to contact us.

  Customer Answer

  Date: 07/07/2025

  I have reviewed the business response and accept this resolution. 

  Updated...I received a full refund from Union Supply on 6/26/25.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair 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 charged twice for the same order. When I phoned them I was told they will refund the second charge in 7 to 10 days. Why do I have to wait for your mistake about my money. One charge on 4-23-25 and the other 5-1-25.

  Customer Answer

  Date: 05/05/2025

  The complaint was resolved today by the business 

• Initial Complaint

  Date:04/08/2025

  Type:Product 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 purchased one of your Clear Tunes TVs on 7/15/2024 Order # EWI7358565 and with a few weeks the TV had black lines through the full screen. I called and was told that I needed to send it back and they would refund me and I would have to purchase another one. The TV was sent back and I was refunded. I purchase a new TV on 8/15/24 order# EWI7396506 and in December the same thing happened to the TV. It started slower and within the month had big black lines across the full screen. I called you customer service **** and they told me it had to be sent back again. I let my son know that they needed to send this back again. During this time Wisconsin correctional had been informed that there was a issue with these TVs for this very reason. The TV was sent back on your Union supply truck by the guard at the facility. I called in early march and was told that you never received the TV and you have no records of it. I spoke with a supervisor and he told me to have the guard call which they did and were told that someone would get back to them. To date Union supply has not contacted the guard back on this. It seems that this TV has just disappeared. I was also informed today by the correctional facility that Union Supply has now totally removed this TV from your catalog and it can no longer be purchased. I called Union supply back again today and I am being told to call back yet again in 4 days. They have no information. They are selling these faulty TVs to inmates who have no money knowingly. Inmates are limited as to who items can be ordered from and this company is doing a great dis-service by taking advantage of the situation. I am requesting a refund for this faulty and now missing TV that was place on on their own truck by the correctional officer. This is unacceptable

  Business Response

  Date: 07/02/2025

  Thank you for contacting Union Supply Group. Our records indicate that a replacement package, order SO10097537 (INV9524800), was invoiced and shipped to **************************** on 04/16/2025. For your records we have attached the invoice pertaining to order SO10097537. We apologize for any inconvenience, and we appreciate your patience with this matter. Should you have any further questions or concerns please dont hesitate to contact us.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair 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.

  December 18th 2024, I placed order for property for inmate ***** *********** ****** at ****************************************, order #********* it was cancelled he didnt receive the order, I wasnt charged, February 5th, Union Supply took out ****** from my checking account for the cancelled order, I have called numerous times for a refund, emailed three months bank statements to mramirezunionsupply ************************ had three way call with my bank, I have a complaint #********, how can I get a refund?

  Business Response

  Date: 07/21/2025

  Thank you for contacting Union Supply Group. Our records indicate that funds in the amount of $176.53 were released to the original form of payment on 04/29/2025. We apologize for any inconvenience, and we appreciate your patience with this matter. Should you have any further questions or concerns please dont hesitate to contact us.

• Initial Complaint

  Date:03/19/2025

  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 sent a package out Nov. 11, 2024. I did not receive my package or my refund. I have been reaching out to the vendor, H343233**373033373835H H31**3430333231343231H, and they have not been able to help me with this matter. They are giving me a hard time with this situation. They are a big company and there&#**;s no reason for them to be beating me up for my money. This money is my sister&#**;s hard work earned money. I want to be compensated for all the trouble that I have been put through. I spent a lot of time trying to solve this matter and up to this day I have not solved it. I have been trying to call them. I did every thing in my power to get them to send me my package or my money and they are refusing to do so. I have enclosed a copy of the receipt and order number.

  Business Response

  Date: 03/20/2025

  Thank you for contacting us at Union Supply Group. We have received your inquiry letter regarding your order, ECA7506822 (INV9233912). We would like to inform you that our records show the order being shipped to **************************** on 11/13/2024.However, our records also indicate that you are currently at ************************,and we do not show your package being returned to us at this time.
  
  If you still have not received your package, we advise you to file a claim within your facility requesting assistance with reaching out to your previous facility and having them either forward your missing package to you or return the package to our company for a refund to be issued. We do apologize for any inconvenience we may have caused you. For your reference, we have enclosed a copy of the invoice pertaining to the order for proof of purchase.

  We appreciate your patience with this matter. Should you have any further questions or concerns please don't hesitate to contact us.

  Business Response

  Date: 04/21/2025

  Thank you for contacting Union Supply Group. We would like to inform you that the order in question was returned to our company by your previous facility as you were no longer located at the facility where the order was initially sent to. Our records indicate that a refund was issued. Due to security purposes, we unfortunately cannot provide any further information regarding the order due to the consumers privacy act to protect all customer information.  Please have the payee contact us directly for further information. We appreciate your patience with this matter. Should you have any further questions or concerns please dont hesitate to contact us.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair 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 was invoiced for $94.14 for a package to my mother on 1/18/25. It wasn't until I heard from her in February that I found out she didn't receive it. I contacted Union supply who told me to contact the prison. After a few weeks of back and forth, I was refunded for $77.79. Their FAQ page states that shipping is nonrefundable ($7.95) but the entirety of my order would be refunded. My order minus shipping would be $86.19. Upon speaking with a representative today on 3/7/25, I was told that I was charged an undisclosed restocking fee for thr package being sent back and would not be refunded the remaining $8.40. This principle is crooked and wrong and undisclosed on their website. I want the $8.40 refunded as it's not noted in the documentation and wrong to take additional undisclosed fees from people already trying to support their loved ones.Because this happened on the phone, I've asked for follow up via email that I've not yet received. I will not be ordering from Union Supply again and don't suggest anyone else does either.

  Business Response

  Date: 07/01/2025

  Thank you for contacting Union Supply Group. Our records indicate that the order in question was returned by the facility due to the inmate being ineligible at the time the package was received. We would like to inform you that if an order or item(s) is returned by the facility for any reason other than because the item(s) are damaged or the wrong item(s) were sent, a restocking fee of 10% will be deducted from your refund. Shipping Fees are non-refundable for refused orders. We apologize for any inconvenience, and we appreciate your patience with this matter. Should you have any further questions or concerns please dont hesitate to contact us.

• Initial Complaint

  Date:03/06/2025

  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 March 3rd. Went completely through the process and the money was charged to my credit card at the end of the transaction but I never received a confirmation. When I contacted union supply the 1st ****** told me it was probably just a delay in the system. I contacted them again today March 6th and was told there was no order placed but the charge is still pending in my account. How can they charge my credit card if no order was placed? I even sent screenshots of the order I placed and of the pending charges in my bank account. It makes no sense at all! They said I'd have to wait 7-10 days for the pending charges to drop off but again why was I charged if they never received my order??

  Business Response

  Date: 07/01/2025

  Thank you for contacting Union Supply Group. Our records indicate that your order SO10138222 (INV9558698) was invoiced and shipped to ******************************* on 05/09/2025. For your records we have attached the invoice pertaining to order SO10138222. We apologize for any inconvenience,and we appreciate your patience with this matter. Should you have any further questions or concerns please dont hesitate to contact us.