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.

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  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: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: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.

• Initial Complaint

  Date:03/03/2025

  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 placed order EGA7491316 on November 2, 2024. I was charged $179.35 on November 5, 2024. I tried to cancel the order on November 6, 2024, because my loved one was transferred to a different facility. I was told it could not be cancelled but that when it was returned by the facility, I would get a refund. This was the story until the package was returned. On November 25, 2024, I emailed customer service and got a response December 11, 2024, at which time I was told, "Our records show a refund was issued." I immediately responded and was told on January 29, 2025, that "Our records show a refund for $179.35 was issued 11/2/2024 (the date I placed the order). They requested my bank statements. I provided the requested statements February 12, 2025, showing that Union Supply CHARGED ME $179.35 on 11/5/2024. The response on that date was "Thank you for the information provided. I will forward to refund department. Please have patience as we sort things out." On 2/18/25 I requested an update on the refund. I received a phone call on 2/19/2025 requesting the card number I used to place the order because when they tried to process my refund they were getting an error. I provided the information and received a follow-up 2/19/2025 email stating "Thank you for taking our call today, we will relay the information to accounting in order to process the refund." I reached out again 2/25/2025 requesting an update on the refund. I received a response that date stating "Accounting has the necessary information and is working on processing your refund. We appreciate your patience and we are sorry the process has taken longer than expected." I have reached out again today, 3/6/25, regarding the refunding.

  Customer Answer

  Date: 06/30/2025

  They finally gave the refund after my complaint to BBB.

  Business Response

  Date: 07/01/2025

  Thank you for contacting Union Supply Group. Our records
  indicate that funds in the amount of $179.35 were released to the original form
  of payment on 03/05/2025. We apologize for any inconvenience, and we appreciate
  your patience with this matter. Should you have any further questions or
  concerns please don’t hesitate to contact us.

  Customer Answer

  Date: 07/01/2025

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:02/22/2025

  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.

  On February 9, 2024, I placed a Spring Food Package Order# SO9450198 for $102.80. Union Supply claims that the shipped the package to ******************** in ******* on March 4, 2024 and delivered on March 8. The facility states that the package was never received. Union Supply was notified immediately on March 8 and at 5 times afterward that my son had not received the package. In June 2024, Union Supply opened investigation ******** and have refused to provide the outcome. My son wrote them on December 12 and requested the information on the investigation, copies of the packing list, shipping manifest, proof of delivery, and contact logs. Union Supply again failed to respond to that written request. Grievance # ****** was filed with the ********************************* to which they responded that there is no indication that the package was ever received. Union Supply was provided this information and again failed to respond. We are left with no choice but to proceed with other options to get this matter resolved.

  Business Response

  Date: 04/03/2025

  Thank you for contacting Union Supply Group. Our records indicate that the order in question, SO9450198 (INV8803702), was returned by the facility for undisclosed reasons, and funds in the amount of $99.85 were released to the original form of payment on 02/05/2025. 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.

  Customer Answer

  Date: 04/05/2025

  I have reviewed the business response and accept this resolution. Thank you for your prompt attention in resolving this matter.

• Initial Complaint

  Date:02/03/2025

  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.

  November 12, 2024, I purchased an order#EAL7509069 from them for ******. The money was taken out on that day as well as December 7, 2024. My ordered was showing non-payment and constantly calling to see why my order was never delivered on December 20, 2024. I have talked to supervisors, and they told me it has been sent out and they lied it never was sent out. I constantly called and have been giving the run around about my refund the ticket number for this issue is ********. This company is disgusting with their lack of professionalism. They have had me going through hoops just to get my money back and they don't want to refund me the money. I had to have my financial institution tell them that the money hadn't been returned. I have been going through this since December 18, 2024, and it's now February 3, 2025. I have called weekly to inquire about my money. The supervisors are now not wanting to talk or return calls or emails. I have called multiple times this morning and I keep getting hung up on. My money is not up for limbo they don't want to return my money!! My name is ******** ******, email: *******************************************************************************************************************, **************. I am on hold again as I am writing this complaint. I have been on hold for 25 minutes then I spoke to someone that was supposed to transfer, and the call keeps hanging up. I need this to be handled immediately. They won't let me talk to anyone else higher up than who I've been talking to Monse' *******. ************ is the main number I have to call.Cordially,******** ******

  Business Response

  Date: 02/10/2025

  Thank you for contacting Union Supply Group. Our records indicate that the order in question (EAL7509069) was canceled due to facility restrictions. We would like to inform you that funds in the amount of $219.47 were released to the original form of payment on 01/06/2025. We apologize for any inconvenience we may have caused you, and we appreciate your patience with this matter. Should you have any further questions or concerns please dont hesitate to contact us.