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:09/06/2024

  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.

  July 13 2024 I ordered a package from them that was never received at the facility. I have spoken with them numerous times telling them I want a refund . Now they are saying that they can not give me a refund and a new package will be shipped out. I do not want a package from them. I want my money back

  Customer Answer

  Date: 12/09/2024

  On 7/13/2024 I ordered a package for my friend in the amount of $140.97. the package was lost so requested a refund. I was given tracking number ********. Instead of refunding me they sent another package which arrive at the facility around 9/17. It was refused and returned to Union supply. They received it back on 9/23 and it was signed for by ****. I spoke with ***** on 10/14 who gave me ticket number ******** and said it was being sent to accounting because they do not show the package being received at their warehouse even though I have proof of delivery. On 11/4 I spoke with ***** who said a refund would be issued in 5 working days. I've been trying to get a refund since the end of August and they keep giving me the run around. Attached is the screenshot of the delivery confirmation for the returned package.

  Business Response

  Date: 03/26/2025

  Thank you for contacting Union Supply Group. Our records indicate that the order in question was returned due to an issue regarding eligibility. Please be aware of our Restocking Fee effective 7/1/2022. We would like to inform you that funds in the amount of $89.22 have been re-issued to the original form of payment on 03/26/2025. Please allow up to 3-7 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.

• Initial Complaint

  Date:09/05/2024

  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 on July 5th for quarterly hygiene products. When the order was fulfilled, three items were out of stock and were not included. Despite the out-of-stock items not being in the shipment, Union Supply still charged my credit card for the full amount. I contacted Union Supply via chat. I was told thatDESPITE UNION SUPPLY KNOWING THEY DID NOT FULFILL THE ORDERthe POIC needed to file a claim with Property at the correctional institution over the non-delivered items, and the correctional institution needed to submit that to Union Supply. The property report was filed and submitted. The **** also mailed the receipt to me showing that Union Supply lists those items as out of stock. I followed up with Union Supply via email on Aug 8 but never received a reply. I called Union Supply on Aug 16, was given a report number, and was told that the issue would be addressed within the week. It is now 3 weeks later and I called again, and am told that nothing has been done. The bottom line: Union Supply knowingly billed me for items they did not send, and they are refusing to address the situation in a reasonable and timely fashion. I would note that this seems to be their consistent approach, as I am now also following up on out-of-stock items from a subsequent property order. And the **** has not received a refund for out-of-stock items from a check/paper order placed in early July. I am told that it is a consistent issue experienced by all inmates. In Summary: Union Supply knowingly charged for items they did not deliver Union Supply has created hurdles to the recovery of those charges Union Supply is not responding in a timely manner to reports & receipts Union Supply seems to have a consistent pattern of taking payments for products it does not deliver

  Business Response

  Date: 03/24/2025

  Thank you for contacting Union Supply Group. Our records indicate that the order in question (EWI7346982 - INV9047848) was returned by the facility and funds in the amounts of $14.49 and $48.02 were released to the original form of payment on 09/19/2024 and 09/26/2024, respectively. 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:09/05/2024

  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 on 4/17/24 . Order total was $315.99. Packaged was delivered, however, shoes werent In there. Property Officer signed it saying shoes werent received. Property officer called union to inform them , as well. I spoke to union. Union said they would resend correct shoes. The shoes were sent. When package was received. They were wrong size. My husband returned them. I called Union to let them know of situation. Union stated proerty officer would have to call again to let them know. Once again, the property officer did call and let them know of the situation as well. I spoke to union and I told them at this point I just wanted to refund. They said they would refund shoes. By this time, its July. I have called numerous times. I have all the agents names and the supervisors that I spoke to. I have still not received any refund for the shoes. They keep saying to give it another week , 5 to 7 business days , and that their system has been down and theyre behind. Its been very frustrating. Its now, September ******. I am still waiting for my refund.

  Customer Answer

  Date: 11/27/2024

  Hello. I still havent received anything back from Union. I reached out to them again, 2 weeks ago. I spoke to ******* on 10/8/2024. Hes told me that they were behind and they were still processing the refund. He told me to call back within one week to check to see if the refund had been sent out. But they keep telling me this every single time I call back.  They havent tried to reach out to me.
  Sent from my iPhone

  Customer Answer

  Date: 12/09/2024

  Hello. I was writing in response to an email. I havent received any communication or refund from them, to date. I tried reaching out but they just tell me to call back.
  Sent from my iPhone

  Business Response

  Date: 03/27/2025

  Thank you for contacting Union Supply Group. At this time, we would like to inform you that additional information is needed regarding your request, such as: sales order number, invoice number, customer account number, or your loved ones DOC number. Upon receiving this information, we would be happy to correct any issues with a replacement or refund.  We appreciate your patience with this matter.Should you have any further questions or concerns please dont hesitate to contact us.

  Customer Answer

  Date: 03/27/2025

  Union supply did reach out to me. I have communicated with an ****, ***** *****, *****, and ******* ******. I have been told that my case was escalated and I would receive payment ****. ******* ****** did call me and she let me know that the case has been escalated. I would receive payment shortly. Its been three weeks. I have not received anything and I have not heard from anyone. ******* ****** did call me and verify my credit card information to refund payment but still nothing has been applied

• Initial Complaint

  Date:09/05/2024

  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 was placed the first week of July 2024. Paid $201.01 on debit card. ****** says package shipped July 11, 2024. Package still has not been received. Vendor says they do not have a tracking number or shipper information that they can give us. Staff at ***************** said package has not been received there.

  Business Response

  Date: 03/27/2025

  Thank you for contacting Union Supply Group. At this time, we would like to inform you that additional information is needed regarding your request, such as: sales order number, invoice number, customer account number, or your loved ones DOC number. Upon receiving this information, we would be happy to correct any issues with a replacement or refund.  We appreciate your patience with this matter.Should you have any further questions or concerns please dont hesitate to contact us.

• Initial Complaint

  Date:09/02/2024

  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.

  On 6/5/2024 I ordered hygiene items for my son, ****** ***** #******, who is in ********************************, *******,********* for a total of *****. He finally got the order on 7/31/2024. The order was not fulfilled which was reflected on the included receipt, with an updated total of *****. I called Union Supply the following day about a refund,was told an officer from the institution has to contact Union Supply to verify items were not in order. My son was told officers have nothing to do with that. Called again with that information and was told by this person a report has to be filled out, which she did (#********) and I should have my refund in 5-7 days, but to call the following week and check on the status. Called,nothing had been done. Was told a rush would be put on it and again I should have my refund the next week. Again no refund. Call again. Was told next week. I was also given a reference number of ******. It is now 9/2/2024 and I have yet to see my refund. I am tired of getting the runaround from this company. If there is anything you can do to help me get this resolved it would be greatly appreciated. Thank you ****** *****

  Customer Answer

  Date: 09/27/2024

  I have received my refund from Union Supply. Thank you for your help in this matter.

  Sincerely, ****** Klein 

• Initial Complaint

  Date:08/27/2024

  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 a package on 7-3-24 II received the confirmation from the company and my credit cad was charged for the ******. I neverr received a call or email that thee was an isue with the package. It was to be delivered on 8-19-24, it was not. I called and they said that the order was canceled and that the **** was refunded on 8-6-24 which it was not. I asked for my package they said no. I asked for my money and still over a week later they still have not sent the package or refunded my money. I have sentt multiple emails and cale almost daiily to have my emais blocked and gven the run around about a refund. I hav *** charged interest for 2 months with this transaction. They refuse to suppluy the goods but wil not refund my money either. I have screensshots of the confirmation of the money taken from my credit ard as well as screenshots showin the order was placed. I have my phone log showing where I have called and caled they just hung up on me just now and are saying they cant get my money refunded. I also have emaill showing that there was no emaiills sent to me, I would like the produuct delivered this is the 2nd mess up in the past 4 months with this company or I would like my money refunded asap. You can not keep money when you do not deliver the goods and to cancel a order you should have to conttact and let them know its canceled. They stated they sent an email on 8-6-24 wwhen they stated they refunded my card and my bank told them no they did not the charges are still there and that they have my money. They also told me that they dont charge the card tl the goods are deing delivered when I stated I knew better he changed his attitude. I just called them back and they are saying they can not hear me. this company needs to get their act together. I can produce any docs that are needed please call me at ************.

  Customer Answer

  Date: 10/09/2024

  I have contacted them.multiple times they said they would send a holiday package free of charge and refund my money for the inconvenience. However the money still has not been refunded and I places the order for the replacement free package and now the order has disappeared off the website. I have called multiple times.  After I placed the free replacement package order they tried to charge my credit card again the ****** that I had stopped them from being able to charge again but could put my money back on.  I have documentation where they tried to charge my card AGAIN.  I spoke with **** there and he said he would have a higher up call me which has never happened.  Each time I call they hang up or leave me on hold until finally after an hour I hang up and call back to get the same. They still have ****** of my money and the replacement package that escalations manager **** told me I would get has now disappeared from the website.  If you need the email showing they rried to charge my card again without my approval I will be happy to send it.they refuse to refund my money and have now removed my free replacement package. my phone number is ************

  Customer Answer

  Date: 11/19/2024

  I still have not heard from them.and they will not answer my calls.  They were suppose to send a free box and it was to be delivered today and it was not.  I have tried to reach them again and they will not answer my calls.  I have also tried to reach out to the ******* of adult corrections since this is the company that they chose to handle the things that the people incarcerated need and the prison refuses to help with this. This company has kept my money going on 6 months and refuses to refund they offered a free package that was to be delivered today and I go the call that he was told he has no package. Something has to be done.  If i am at a dead end and your company can't help me please direct me where I can go. I appreciate all the help and I hope yall can help me get some sort of resolution.  Please let me know.
  
  Thanks,
  
  ***** ******
  

  
  

  Customer Answer

  Date: 11/26/2024

  I have contacted Union Supply again the order still has not been delivered.  I have spoke to a couple people in the prison and the order is not on the manifest sheet meaning there's not one i was told by o e of the people I spoke to that that person alone has been told by ATLEAST 7 Other inmates that they didn't receive their packages either.  I have contacted *********************** headquarters they say it's a third party nothing they can do however they chose to make it to where this is our only option to send loved ones anything and it's only 4 times a year.  This is the 3rd box my loved one has had issues with the 1st they sent to the wrong priaon the 2nd and 3rd never came. They also still have not refunded my money to my credit card.  I have called sat on the phone for hours and if I am fortunate enough to speak with someone they lie to me or have a different story.  I finally got an email and have emailed back and forth once they realized I knew they lied to me again I have 4 people block my email and the customer service blocked me as well and no one will answer my calls.  Is there any way you can contact Raleight prisons for adult corrections and let them know there is clearly a problem, I see all of the complaints on the bbb site under this company and something needs done. I appreciate you still continuing to work with me on this issue with Union Supply as well.  I need the box delivered my loved one is without things he needs and my money is tied up in this box that has not been delivered nor have they refunded me.  Please update me on this.  Have a great day!
  
  Thanks,
  ***** ******

  Business Response

  Date: 03/26/2025

  Thank you for contacting Union Supply Group. Our records indicate that funds in the amount of $161.34 were released to the original form of payment on 11/19/2024. We appreciate your patience with this matter. Should you have any further questions or concerns please contact us.

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising 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 actually charged me. Son never received items. I never received items. It had been over a month with no info emailed to me explaining what needed to be done. So i disputed the charges because i wasnt sure what happened to it only to be charged again saying i disputed to early (it had been over a month). Tried contacting them and they stated that they refunded me 2x which was not true. In contacting them they said the items were returned and yet they stated i still owe them.

• Initial Complaint

  Date:08/22/2024

  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 loved one (LO) is in prison in **********. They are allowed only one 30# package every quarter. I ordered a $313 package on 8/8/24. I didn't receive any documentation for the order until the night before it was delivered on 8/20/24. The packages have an invoice on the outside of the box, with a sealed plastic bag. Inside the box is a packing list. The order I paid for with the packing list is a different invoice number than what's in the box. It seems the warehouse clerk accidentally switched tbe two invoices. Someone else received my LO's order of $313 and he received the other guy's order of $102. The company is incompetent and wants the institution to contact the supply company, which the officers don't want to due to past negative experiences with this company. I was also told after many hours on the phone that we should send the package back which is expensive and difficult to do from a prison, plus the time involved. They want my LO to return the package which will take time and $60. It's the fault of this company's incompetence. There's rules, policies and regulations that have to be followed from the state of **********, and if the prison doesn't give my LO credit for returning the package, the replacement package will be rejected. They're only allowed one package per quarter, so if we don't get this resolved soon, a replacement package will count as next quarter's package. Nobody seems interested in fixing this situation. It's a lot of pass the ***** It's my LO who is going to spend over $300 and get nothing. This supply company has 1 star rating on most reviews. I wish I would have looked before buying from them. Do yourself a favor and stay away from them. Spend more with the other companies, but at least you'll get what you spent your money on. *********** is very professional and has great customer service.

  Business Response

  Date: 03/27/2025

  Thank you for contacting Union Supply Group. We would like to inform you that funds in the amount of $309.72 were released to the original form of payment on 03/26/2025. Please allow up to 3-7 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: 04/02/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/08/2024

  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 have ordered again from ********** Inmate Package Program c/o Union Supply Direct P.O. ******************************** for a friend, incarcerated in **********. He sent me the list for his quaterly package, and I go online to order the items. He picked Union Supply for their good offers. But again, on this recent list of 14 items, 9 (!) were out of stock or weren't even available at all, although they were mentioned in their catalogue. This is not the first time Union Supply has done this, and I think it's not ok for a business to do wrong advertisement for products not available, so people, who depend on it, like prisoners and their families and friends would order there. Please let me know, if you need more information.

  Business Response

  Date: 04/01/2025

  Thank you for contacting Union Supply Group. We would like to inform you that item availability is subject to change. Please be advised that similar replacements are available in our most recent catalog. 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.

• Initial Complaint

  Date:08/06/2024

  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.

  Date 2/6/24 ordered, Cost $71.90. Paid $71.90 AND again today 8/6/24. Order placed on hold for no explainable reason. No contact from the company, it seems every time I order that they take my money and then place it on hold or cancel. I call to CONFIRM ORDER and I am on hold for ***** minutes. Finally get angry and then hit the option to have them call you back and they DO NOT! I do not understand why this company has so many issues. I just want to place the order, pay for it and expect it to ship. It never goes without trouble. When I contact them they claim it is for my protection. My credit card company protects me NOT THEM. I get a verification from credit card company to ok the charge and then the order goes through and they cancel it! What did I do??? Order from the only company that supplies canteen to prisoners. Order number #EOH7384000. I want my order filled and shipped or refunded asap. thank you

  Business Response

  Date: 08/21/2024

  Thank you for contacting Union Supply Group. We would like
  to inform you that the order in question, EOH7384000 (INV9067177), has been
  invoiced and shipped to Belmont Correctional Institution on 08/07/2024 (please
  see attached). A letter of verification along with a copy of the invoice has
  been sent to Mr. Grether at his current facility. We apologize for any
  inconvenience we may have caused, and we appreciate your patience with this
  matter. Should you have any further questions or concerns please do not
  hesitate to contact us.

  Customer Answer

  Date: 08/22/2024

  I am rejecting this response because ... yes they are correct, the order was accepted, verified and shipped out. The complaint is: You must sign into your account (which should verify me), put the items in the cart, put in your credit card to pay for the order, (I then get a text from my credit card company saying "did you make this charge? " I respond yes, the order I ASSUME goes through and I receive a confirmation. 

  THE order DOES NOT GO THROUGH! It is my responsibility to then Call this company and wait on hold a minimum of 30 minutes or more.. to RE-VERIFY that it was me that ordered and paid for! If I do not call and verify the order is CANCELLED! 

  You do not received an email saying the order was CANCELLED.... I find out months later when I realize my brother never received his package. The easiest solution would be for me to shop elsewhere! This is not on option. This a a monopoly therefore if I want my incarcerated brother to receive anything I must use this company and their ridiculous practice. 

  BBB... there are other complaints about this practice. Many people don't have the time to complain and often feel like their complaint goes no where. I appreciate your follow up. I am going to contact the Attorney General because this is not going to be resolved I'm guessing. If I pay for my order... the order needs sent... I do NOT need to verify my purchase. That is ridiculous and a waste of my valuable time.