Complaints

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

close

Find a Location

uniuni 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

• 

  uniuni

  100 10851 Shellbridge Way Richmond, BC V6X 2W8

  
• 

  uniuni

  3750 N Fraser Way Burnaby, BC V5J 5G1

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called uni uni two times and been on hold for approx 50 minutes both times. The first time I was told the package was at customs and not in the wharehouse in ******* which the tracking said. The second time I called I was told that it was not in ******* as it would go to a Coquitlam wharehouse (which doesn't exist). I contacted ***** yesterday and they said that ******* has the package and it is not in transit-they see the same thing I do on the tracking info on the uni uni site. It has been sitting at the wharehouse since Aug 22. A package ordered 1 week later than this one has already been delivered. I am out $300 as no one can answer what is going on and this package was needed for Sept 1. I now have to wait until Sept 6 to esculate with ***** and hope for a refund. No one can tell me the truth about where the package is. Also no response to my calls or emails or claims from website. I would like an honest answer to what has happened please so that I can proceed with a refund ***** will not issue refund until uni uni tells them what is going on. These items cannot be reordered at the same price and many are out of stock. These were a gift for Sept 1. Very disappointed.

  

  Business Response

  Date: 05/09/2025

  Dear ********,

  We know how frustrating it has been to follow your parcel without clear answers, especially when you were given conflicting information. You should not have had to chase updates for something this important, and we sincerely apologize.
  To clarify the timeline: your parcel was picked up from customs on August 22, 2025, at 13:56. From there, it moved in transit without additional scan updates, which is why our **************** team was unable to confirm its location at the time. It arrived at our warehouse on September 3, 2025, and was delivered the same day at 11:46.
  We understand the stress that this caused you, and we are working to make sure both tracking visibility and the information our team provides are clearer moving forward.
  Sincerely,
  UniUni

• Initial Complaint

  Date:29/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disgusting service provided by the delivery driver. I have a six foot tall privacy fence, for my dogs. The driver tossed my package over my fence knowing my dog was back there; and proceeded to put their camera phone OVER my privacy fence. Privacy is the first issue. We have a porch, a garage, a mail box plenty of places to leave a package: Ive never had another carrier toss a package into my backyard. Next, because we typically dont receive mail in the backyard- my dog was interested in the package. He was previously a stray before I rescued him and he chews anything that may be food or a toy. My dog ingested a portion of this package. I was not in my backyard at the time of the delivery- as I was expecting my package to not be tossed in my backyard. My dog had to go to the emergency ***** The first ***** could not have cared less and hung up on me after I was extremely distraught with worry for my dog. Second ***** advised a supervisor would call me and that never took place. The lack of empathy between your *****s and drivers is truly disgusting. Theres no resolution other than a half hearted apology via email. Its sickening. I have attached he photo your delivery driver had taken for reference, you can clearly see my dog at the gate.. and he was barking as I reviewed my camera footage after the fact. I want to speak to a human being. That had a resolution.

  Customer Answer

  Date: 29/08/2025

  My name is ***** *********. My tracking number was:
  UUS57V0524586884951 the picture included my dog- and it shows the person is very very clearly putting their phone over a six foot privacy fence. Additionally we do have a warning sign that dogs are in the yard that was eye level to your driver. The driver also took a picture of my driveway.. couldve left it out there with the other packages or walked it to the porch. Lazy and inconsiderate 

  

  Business Response

  Date: 05/09/2025

  Dear *****,

  We are very sorry for the experience youve described and for the stress it caused, especially with your dog getting into the parcel. We understand how serious and upsetting this has been.
  Your case has been escalated to our Operations Team for review, and a senior member will follow up with you shortly. This matter is being prioritized to ensure it is addressed appropriately.
  We also recognize your calls to our support line did not provide the clarity or care you expected. That concern has been shared for immediate review.
  Thank you for bringing this forward. We will follow up with you directly once the Operations review is complete.
  Sincerely,
  UniUni

• Initial Complaint

  Date:29/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UniUni has blocked my number preventing me getting any updates about my package as their chat bot mentioned yesterday that my package was on its way with a driver and would be here within 48 hours its been 48 hours and my package hasnt arrived

  

  Business Response

  Date: 05/09/2025

  Dear ****,

  Thank you for reaching out to us. We understand how frustrating it has been to wait for your delivery and not receive the clear updates you expected.
  Your parcel has been confirmed as lost, and your support ticket has been transferred to our Resolution Team. They will contact you within the next 24 hours with the next steps toward closure.
  Regarding your note about being blocked, we want to clarify that we do not block our customers from reaching us. However, our system does not accept calls from numbers marked as private or blocked, which may explain the difficulty you experienced. For this, we sincerely apologize. We do see that your ticket remains active, and our team is following up directly through that channel.
  We appreciate your patience as we finalize this process, and we are committed to ensuring you receive a proper resolution.
  Sincerely,
  UniUni

• Initial Complaint

  Date:28/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Uniuni about changing my address after delivery failed. They said that they'll ship my package in 10 business days. It has been more than a month, they ghosted me on support, and my support ticket hasn't been looked into. I want my package to be shipped to me as soon as possible.

  

  Business Response

  Date: 05/09/2025

  Dear Caden,

  We appreciate you following up with us and sharing your concerns. We understand how discouraging it felt to wait for updates and to feel your ticket wasnt being addressed.
  Our records confirm that our team has been in touch with you throughout this process, and were pleased to confirm your parcel was delivered on September 3, 2025, at 19:40. Were glad to see this shipment completed and regret the confusion caused along the way.
  Thank you for your patience, and please dont hesitate to reach back out if theres anything further we can support you with.
  Sincerely,
  UniUni

• Initial Complaint

  Date:27/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 21, 2025, I received a package delivered by UniUni (Tracking Number: JY25CAA0U025469354). While the outer package itself was delivered, the valuable contents inside were missing. Specifically, the shipment included two gold jewelry items which were no longer present when I opened the parcel.The package had been properly prepared by the sender, with the jewelry box wrapped securely in clothing. The shipment passed customs clearance and was recorded as received by UniUni on August 20. On August 21, the package was marked as Delivered and handed over to me. However, upon inspection, the gold jewelry items were missing.This raises serious concerns of theft or mishandling during UniUnis custody and delivery process. The delivery record does not match the actual contents received.I filed a support ticket with UniUni immediately, providing documentation and requesting an internal investigation. Their automated response promised a reply within 2448 hours, but this deadline has passed without any meaningful update. I specifically requested delivery scan logs, driver assignment information, and proof of delivery, but UniUni has failed to provide transparency or accountability.Given the high value of the missing items, I am formally filing this complaint with the Better Business Bureau to document the issue and seek an appropriate resolution.

  Customer Answer

  Date: 28/08/2025

  Dear ******,
  
  
  Thank you for your response regarding my complaint (ID *********.
  
  
  To clarify:
  
  The shipment was arranged through ****************** Logistics (??????).
  The missing items were my personal belongings (two gold jewelry pieces), not purchased goods.
  The shipper has already provided a packing video clearly showing the jewelry was included in the parcel before shipment.
  Additionally, a police report has been filed in ***** to assist in verifying the shipping records and the contents of the package prior to export.
  
  
  
  While I understand BBBs process normally directs complaints to the seller/shipper, in this case the evidence indicates that the loss most likely occurred during UniUnis final delivery stage in ******. The outer package was delivered, but the high-value items inside were missing when I received it.
  
  
  Because UniUni was the last custodian of the package, their cooperation in an internal investigation (driver assignment records, scan logs, proof of delivery, etc.) is critical to resolving this matter. Without UniUnis assistance, neither I nor the shipper can determine where the loss occurred.

  I appreciate your assistance in ensuring that this complaint is directed appropriately, and that UniUni is held accountable for cooperating in the investigation of this serious loss.
  
  
  Sincerely,
  ***** ***

  

  Business Response

  Date: 05/09/2025

  Dear *****,

  Thank you for bringing this matter forward. We understand the seriousness of your concern regarding the missing jewelry items from your delivery on August 22, 2025 (Tracking Number: JY25CAA0U025469354). This is not the level of service or follow-through you should have experienced, and we sincerely apologize that your support ticket was not escalated and handled appropriately from the beginning.
  We have reopened your case and escalated it to our Resolution Team for further review. To assist in the investigation, could you please confirm if you still have the original packaging or photos of it? This will help us determine whether there are signs of tampering during the handoff process and support the next steps of your claim.
  We recognize how important this shipment is and are committed to following up properly. A member of our team will be in touch through your support ticket with further instructions once we receive your confirmation.
  Sincerely,
  UniUni

• Initial Complaint

  Date:26/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/09/2025

  Dear Charti,

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

• Initial Complaint

  Date:26/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/09/2025

  Dear *******,

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

• Initial Complaint

  Date:26/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/09/2025

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

• Initial Complaint

  Date:26/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/09/2025

  Dear *******,

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

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:22/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 24/08/2025

  Dear ****,

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

  Customer Answer

  Date: 26/08/2025

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

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

  

  Business Response

  Date: 05/09/2025

  Dear ****,

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