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:02/03/2025

  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.

  I ordered a package from union supply. They never delivered it and refusing to take my calls or respond in any way after several attempts

  Business Response

  Date: 02/10/2025

  Thank you for contacting us at Union Supply Group. Our records indicate that your order EKS7547475 (INV9396223) was invoiced and shipped to ***************************** on 02/07/2025. For your records we have attached the invoice pertaining to order EKS7547475. 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:01/23/2025

  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.

  Placed an order for commissary for a relative on 12/6/2024. I canceled the order and requested a refund on 12/7/2024 because my relative was transferred to another facility. The order total was ******. They claim that theyre utilizing a new payment system and the accounting department is having technical difficulties with it. I get a different excuse every time I call. Ive sent numerous emails and they dont respond. Every time I speak with a person, they tell me that the accounting department is working on it. They claimed that initially I didnt request a refund, which isnt true; so they didnt put in a ticket for my refund until 12/14. Its 1/23 and accounting is STILL working on it.

  Business Response

  Date: 04/02/2025

  Thank you for contacting Union Supply Group. Our records indicate that funds in the amount of $181.88 were released to the original form of payment on 02/14/2025. 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:01/22/2025

  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 October 21, 2024 I placed an order with this company (Order #EOH7470486) for my brother who is incarcerated. -Around November 13, ************************************************************************** stock.-Items were listed in stock on the website, and I was never notified that they were not truly in stock, nor was I notified that they were not delivered. My brother reported the situation to me and showed me the invoice. (Underlined items on the attached invoice were not delivered)-They never issued an automatic refund for things they promised but didn't deliver. I had to contact them for my refund, and start the long drawn out process that I am still currently dealing with today.-On November 13, 2024 I contacted this company about a refund for the items that were not delivered, and they "initiated" a refund of $36.36 to be placed back on my debit card (Claim #********) within 7-10 business days. That never happened.-I have contacted this company around 10 times since my refund was "initiated" on November 13, 2024 to check the status of my refund, but they keep claiming a "system error" is preventing them from issuing a refund. It seems to be a different excuse every time I check in with this company, as to why this "system error" is happening. IT'S A SIMPLE REFUND!!!-It now January 22, 2025 and I have yet to receive my refund. They keep telling me that "it will be processed by the end of the week" every time I call, yet here I am without my refund.-They took my money for the order right away, but cannot give me a refund for over 3 months. I will NEVER use their services again, and I will make sure to tell everyone that I can to avoid them at ALL COSTS!!

  Business Response

  Date: 02/10/2025

  Thank you for contacting Union Supply Group. Our records indicate that funds in the amount of $36.36 were released to the original form of payment on 02/05/2025. Please allow up to 3-5 business days to receive this refund in your account. 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.

   

  Customer Answer

  Date: 02/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/21/2025

  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 an order in September on the 5 of year 2024 I have contacted this establishment multiple times with no resolution awaiting management to return my phone call. I have been told for the last 5 months they were short staffed and working towards my money being returned. I have called numerous times sent emails without resolution and now I feel this is the only way. I re ordered the package for my incarcerated husband and have been charged interest since September in this charge for my credit card I have spent hundreds of dollars to pay it back and have yet to get my 167$ refund.

  Business Response

  Date: 04/02/2025

  Thank you for contacting Union Supply Group. Our records indicate that funds in the amount of $167.00 were released to the original form of payment on 01/22/2025. 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:01/16/2025

  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.

  Order placed on 11/26/2024. Full amount was charged to credit card on 12/05/2024. The order has still not been delivered as of 01/18/2025! I would like a credit based on the same percentage Union Supply uses as a restocking fee when orders are refused at ***************************.

  Business Response

  Date: 02/08/2025

  Thank you for contacting Union Supply Group. Our records indicate that the monthly property order EIN7527186 (EIN7527186) was invoiced and shipped to *************************** on 01/15/2025. Please be aware that once delivered, it is up to the discretion of the facility when to distribute packages. For your records we have attached the invoice pertaining to order EIN7527186.We apologize for any inconvenience, and we appreciate your patience with this matter. Should you have any further questions or concerns please feel free to contact us.

• Initial Complaint

  Date:01/16/2025

  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 placed an order (EGA7551844) with Union Supply Direct on December 19th, 2024. It was successful and finalized on that date and I was emailed confirmation of the transaction's finalization. I waited for the order to be processed and shipped. By three weeks later, January 6th I checked the status and tracking of the order number. The package was still 'In Processing' and had not been shipped or invoiced. I called and I cancelled the order due to the lengthy delay of service. The order was canceled and I was told that my funds would be reimbursed into my account within 7-10 business days. It's now January 16th, I have been on a. Wild goose ***** since yesterday attempting to track my funds and their return status. I have been lied to and misinformed that my funds were in route back into my account. This morning I called Union Supply Direct to learn that my funds were never refunded or returned. They were held against my will although I requested a refund of my funds several times. I was refused this refund and my money was held in a customer credit account that I was never informed of or had knowledge of. I basically was forced to have to spend the funds with Union Supply Direct and reorder a package from them that I didnt want. I didn't want their service anymore because they were very delayed and inconvenient. And they don't own up to the promises and time limitations and money back guarantee as they proclaim on their website. This was very unfair and an injustice to me. I feel robbed.

  Business Response

  Date: 02/08/2025

  Thank you for contacting Union Supply Group. Our records indicate that funds in the amount of $144.15 were applied to order SO9948568 (INV9385361),which shipped to ****************** on 01/31/2025. For your records we have attached the invoice pertaining to order SO9948568. 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:01/16/2025

  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.

  In October I placed an order for a clothing package with Union Supply They charged my credit card $210.26. They did not send the package order # SO9706870.When I contacted Union Supply Dec 26, 2024 about the missing package they told me that we were not "eligible" to receive ************* was cancelled. But they could send me a refund.We discussed this was clearly an error, as he is eligible. I was then told by Union Supply that if the Property Officer from the facility would call Union Supply * let them know he is eligible, they would go ahead and send the package.The officer called * emailed Union Supply Dec 31, 2024. He spoke to Daniella * then ****** ******. At first he was told by both of them that the package would be sent. Then he was told theyd send a refund. Then he was told there was a payment issue. The $210 charge is still on my card from October, and there has been no refund. I sent Union Supply my credit card statement showing where they charged me $210 in ******** statement from ********* showing that there has been no refund issued. When I followed up with Union Supply Jan 2, 2025 they told me only a supervisor could do anything about this situation and I needed to speak with supervisor *****. ***** told the agent I did speak with to have me email her my credit card statements showing where I had been charged the $210 * that there had been no refund.I sent Union Supply my credit card statements January 2, 2025.Each time I've followed up since then, Im told via the agents on the phone (***, *************** on separate calls and chats) that *****, the supervisor, is "still waiting to hear from upper management if they can send the package."What harm will come to anyone involved if they send my husband a few pairs of fresh underwear that I paid $210 for in October * the property officer verified he was eligible to receive? They've had my money for 2 1/2 months now and still no underwear.

  Business Response

  Date: 02/08/2025

  Thank you for contacting Union Supply Group. We would like to inform you that funds in the amount of $210.26 were released back to the original form of payment on 02/03/2025. Please allow up to 3-5 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: 02/17/2025

  I am rejecting this response because Union Supply gave me a 5 different reasons the package was cancelled. They told me in DECEMBER if the property officer would call and confirm he was eligible to receive the package they would send it. The property officer called that SAME day, and Union Supply waited a month before deciding if they would send it and then claimed it couldn't be sent because it was outside the time frame when they send them. The officer called DURING that time and Union Supply are the ones that waited so long. Each and every time I called about this they said I had to speak to a supervisor, but every time I called they said the supervisors were "all in meetings" but would call me back the next day. This happened SEVEN times and SEVEN times not once did a supervisor ever call me. I did not receive a single return call from December ******* until February 4, 2025 which is 47 DAYS, when they finally refunded the money in February, They insisted they had already given me a refund in DECEMBER, and not until I involved the ************************* whose accountability finance team got involved did they finally send the refund. I paid them $210 in OCTOBER, they didn't send the package I paid for and they said they would send, and they didn't refund it for nearly FOUR MONTHS. Not one thing about the entire exchange is acceptable. Unfortunately because the *** doesn't give us any options we are forced to use a company that is completely predatory, does not care about their products, or service and has zero accountability. 

• Initial Complaint

  Date:01/15/2025

  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 for an incarcerated person at **** in *********** on Oct 11th. The package was shipped and received by the prison incomplete so it was returned. When I ask for an investigation about the return of the package originally I was denied. After calling several time they were reluctant but found out the incomplete package was sitting in their warehouse. Without my knowing they sent another package which did not have the items I originally chose on November 25th and now this package is missing. It has been 3 months and at this point I would like a full refund.

• Initial Complaint

  Date:01/15/2025

  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.

  Inmates send requests to family and the families send funds to pay for requested items. Union Supply did not have the items, so a refund would be sent back to the customer. Ive been waiting since September 2024 for a refund. I sent a cashier check for the items requested by the inmate. Union claimed they sent a refund but I didnt receive it, so a report was filed #******** and a replacement refund would be sent. I have not received my refund.

  Business Response

  Date: 02/08/2025

  Thank you for contacting Union Supply Group. We would like to inform you that a refund check has been generated and re-issued on 01/27/2025 in the amount of $84.35. For your records the Union Supply check number is *******. 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: 02/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/14/2025

  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.

  Ordered a package through union supply for an inmate in ***************. The package was never delivered. The inmate was then released so I called union supply to cancel the order. I have not till this day received refund on this order.

  Business Response

  Date: 04/02/2025

  Thank you for contacting Union Supply Group. Our records indicate that funds in the amount of $127.40 were released to the original form of payment on 03/04/2025. 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.