Complaints

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

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  uniuni

  100 10851 Shellbridge Way Richmond, BC V6X 2W8

  
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  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:16/10/2025

  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 filing this complaint due to repeated delivery failures and poor customer service from ************************** time I have a package shipped through UniUni, I experience the same issue packages are marked as delivery attempted even though no one ever comes to my address, and I never receive a call from the driver. This issue only occurs with UniUni. Other carriers have no problems delivering to my home.I have provided clear proof that my address is valid and accurate, including:Google Maps screenshots showing my home and exact location.A photo from a previous order successfully delivered by UniUni that clearly shows my address on the package and my home in the background.Despite this, my delivery ticket was closed by UniUni without resolution. I contacted support again to ask that the case be reopened and properly investigated, but I only received generic responses instructing me to contact the vendor. This completely ignores the root issue UniUnis drivers are not making real delivery attempts or contacting ************ is unacceptable for a courier to repeatedly fail deliveries, provide no communication, and close cases without addressing the problem. The lack of accountability feels deceptive and negligent.I am requesting that UniUni:1. Reopen my delivery case and investigate the repeated failed attempts.2. Provide a written explanation of why no phone calls are being made when deliveries fail.3. Ensure future deliveries to my address are properly handled and communicated.Please have this complaint escalated to a supervisor or manager within UniUni for proper review.Attachments provided:Google Maps screenshots Photo of previous successful delivery by UniUni (showing address and home)Recent failed delivery email from UniUni Desired Outcome:A full investigation, confirmation that my address is valid in UniUnis system, and assurance that future deliveries will be completed correctly.

  

  Business Response

  Date: 24/10/2025

  Dear Shannta,
  I sincerely apologize for the inconvenience and frustration this situation has caused. We completely understand how disappointing it is when a delivery doesnt go as expected.
  As mentioned previously, this package was outside of our delivery area and has been returned to the sender. Once the sender receives the returned parcel, they will be able to process your refund.
  We truly regret that were unable to assist further from our side, but we recommend reaching out directly to the seller for more information or next steps regarding your refund.
  Thank you for your understanding.
  Sincerely,
  UniUni

  Customer Answer

  Date: 27/10/2025

   
  Complaint: 24023862
  
  I am rejecting this response because my address is not outside of the service area. I have attached documentation from a previous order that was successfully delivered to the same address. This issue has not been resolved, and the ticket should not have been closed. Please ensure it is properly investigated.

  
  

  I have already provided valid proof confirming that my address is correct, including ****** Maps images clearly showing my home and location. Additionally, I am attaching a photo from a prior delivery made by UniUni that shows both the correct address on the package and my residence.

  
  

  It is therefore inaccurate for UniUni to claim that my address is outside their service area when there is clear evidence to the contrary. It is concerning that despite multiple pieces of proof, this false claim persists.

  
  

  UniUnis repeated failure to deliver packageswhile providing inconsistent and unsupported explanationswarrants a formal investigation. Given the volume of similar complaints from other customers, I strongly believe ********************* operations should be reviewed for potential misconduct, as this situation is unacceptable and undermines customer trust.
  
  Sincerely,
  ******* *****

  Customer Answer

  Date: 28/10/2025

  1.) Phone number is ************

  2.) Thank you for your message. However, I would like to note that my complaint was specifically regarding UniUnis handling and delivery of the package, as the issue occurred while the shipment was in their possession. The address was correct and within their delivery area, and I previously provided supporting proof, including a prior successful delivery by UniUni to the same address.

  I understand the package has since been marked as returned to seller, but I request that this information remain attached to the record, as the original issue was caused by UniUnis failure to deliver to the correct address.

  
  

  Please ensure that UniUnis issue remains documented for accuracy.

  
  

  Thank you for your time and assistance.

  
  

  Sincerely,

  ******* *****

• Initial Complaint

  Date:15/10/2025

  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.

  A package was attempted to be delivered after hours at our delivery location ******************, which is a business open to the public Monday through Friday 8am to 4:30pm. We have in fact received dozens of UniUni packages to this address successfully.For this package UD00000002075925 someone attempted to deliver after hours, and then never tried again. It's now been nearly 2 weeks and I have opened 14 to 15 tickets with UniUni and sat on hold at least 4 separate times (and it's an hour of hold time every time). They keep saying they've "escalated" the case, but no one ever contacts me. They keep saying they are "checking the warehouse" and "checking with the driver" but no one ever contacts me.Their customer contact center is heavily under-staffed and not very knowledgeable. If you ask to speak to someone with authority you get the run-around. The customer *** will say they will email you, and they never ***** this point, I can only presume the driver has the package, but no one will answer me. I'm not sure what else to do other than complain. The worst part is, there's now a second package (UNID000000376556) they "tried" to deliver -- business was wide open at the time but no one showed -- and now we're waiting on that one too, we have no idea where that is either. All the while, dozens of other packages keep coming in, but these packages they are just stealing? I don't know. The nail in the coffin here is that I purchased the goods for around $200 but it will now cost me 3x as much to re-order them from separate sellers if they've lost the package.

  

  Business Response

  Date: 24/10/2025

  Dear ******

  We apologize that the package was delayed . This was delivered on Oct. 17 2025.

  Sincerely

  UniUni

  Customer Answer

  Date: 27/10/2025

   
  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, enough to close this complaint at least.

  I do want to note that the service level of UniUni to its customers remains completely unsatisfactory, and it seems to me there are plenty of cases out there showing things do not get resolved UNTIL the BBB complaints get opened, but the complaint itself can be closed as there are no further actions. 

  
  Sincerely,
  ****************

• Initial Complaint

  Date:14/10/2025

  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.

  OnOctober 12, 2025, UniUni claimed they attempted to deliver my package and that I was unavailable. That statement is entirely false. I was home all day, waiting in front of the door the entire time and I can guarantee that a delivery attempt was NEVER made. I watched dor a driver and no one came by all day long. No knocks, no doorbell, nothing left at the front lobby, no notice of any kind. If anyone has attempted to deliver, it would have been impossible not to have seen me, as I stood in front of the door the entire time. I assure that no delivery attempt of any kind was ever made.Uniuni marked the package as "delivery attempted," which is a completely fabricated status update. This constitutes consumer deception and service misrepresentation. After researching online, I found that numerous other customers have reported the same pattern: ********************** falsely logs "attempted delivery" when no driver ever showed up. Instead of actually making any attempts, they often send packages back to original seller without ever even attempting to deliver. Many reviews also state that the delivery drivers often mark packages as "delivered" and steal those packages.There seems to be a reoccurring pattern to this issue. Furthermore, I have tried to contact their customer service at least 20 times through their non-functional chatbot, emails, complaint ticket, and phone calls. They do not answer to any of these things. This appears to be an intentional practice to avoid any responsibility for their failure to deliver promises and breaching of contracts.I contacted both Uniuni and the retailer multiple times and received no resolution or accountability. Their lack of response shows clear disregard for consumer rights and fair business conduct.

  Customer Answer

  Date: 14/10/2025

  I am not sure what you want me to do. I already clarified that the issue was resolved and you keep telling me to submit a complete response. There is nothing more I can provide. 

• Initial Complaint

  Date:10/10/2025

  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 had three packages that were sent by UniUni, the first was left at the wrong address that was nowhere near my house nor looked like it, proceeded to say it was delivered by sending a picture of a package in front of a random house, worse of all the package was not even found I had to order it again. and when I tried to complain they would take very long or i would get no reply. They would blame it on wrong address but Id check again and itd be the same address I use for every other purchase that makes it to my house SUCCESSFULLY. The second one had the same experience but was delivered somewhere in my neighborhood, a house i could recognize and ask the tenants about said package. I found out there had been no actual package of mine delivered there, nor was it anywhere. They never helped and once again my package was lost. The first time I had told the companies Id shop for to never send my packages through UniUni again. Then I made a purchase on ****** which had promising reviews on their products, but little did i know (it does not tell you the shipping company, i was just told by top toy after my second complaint and it made sense why this had happened again. I believe UniUni is a fraud, i have seen other reviews of people thinking drivers are stealing packages. With all my lost packages I believe the same. The company has no integrity and does not care about helping customers nor delivering packages.

  

  Business Response

  Date: 17/10/2025

  Dear Zelda,
  

  Thank you for bringing these delivery issues to our attention, and we apologize for the negative experiences you've had with packages handled through our network.
  

  We understand your frustration with the previous delivery failures you experienced, particularly when your address has been successfully used with other carriers. After reviewing your current case, we found that your package is in storage at our facility. However, we have identified an issue: the address information in our system appears to be incomplete, which may explain the previous delivery problems.
  

  On October 14, 2025, our Customer Support team sent a request to your email address ********************** asking you to confirm your complete address details, including city and postal code, along with your tracking number and any relevant delivery instructions. We have not yet received a response to this request.
  

  To move forward with delivering your current package and preventing future issues, we need you to reply to that email with the following information:
  Complete address including city and postal code
  Phone number
  Any buzzer, gate codes, or delivery instructions
  

  Once we receive this information, we will update your address in our system and schedule delivery of your package currently in storage. We are committed to ensuring this delivery is completed successfully.
  

  Please respond to the October 14th email from our Customer Support team at your earliest convenience so we can proceed with resolving this matter.
  

  Sincerely,

  UniUni

• Initial Complaint

  Date:10/10/2025

  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 is a last mile courier service partnered with ****** AliExpress) vendors from *****. First problem was encountered in Nov 2024 and dealing with two deliveries now.The pattern is failed first delivery almost always on a weekend (we are closed). Delivery on the first attempt has never occurred. We reach out for a second delivery and that success rate is 1 of 4. We did receive one parcel after messaging them.Currently we are expecting two orders, placed approximately a month ago, from different sellers using Uniuni. and both cite Failed Delivery on Sep 19, claiming we are not home or severe ********** 2024, **** could not help (refund) because they claim an attempted a delivery is sufficient.

  

  Business Response

  Date: 17/10/2025

  Dear *****,

  Thank you for bringing this matter to our attention, and we apologize for the ongoing delivery difficulties you have experienced with our service.
  

  After reviewing your case, we can confirm that your package was returned to the vendor on October 29, 2024. We have noted that the return occurred before our standard 30-day holding period expired. The driver had marked the parcel as "rejected," which may have triggered an earlier return process. When you contact the vendor regarding a replacement or refund, you may want to mention this detail as it could be relevant to their records.
  

  At this point, you will need to contact the vendor directly to arrange either a replacement shipment or a refund. We understand this creates additional steps for you to resolve a situation that stemmed from our delivery failure, and we apologize for the inconvenience.
  

  We recognize the pattern of delivery issues you have experienced with our service, and we are working to improve our delivery success rates and communication processes to prevent similar situations in the future.
  

  Sincerely,

  UniUni

• Initial Complaint

  Date:09/10/2025

  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.

  Sunday October 5, a UNI UNI driver backed into my car in a private parking spot and fled the scene. My neighbour got in his car and chased him down so he came back.The driver is ******** ***** I have all his info and his boss was called. His boss Kapil is on recording saying he will pay for all repairs for my car.His boss is now ignoring us. The estimate for damages SO FAR is $7600.His boss is trying to personally pay us off without ******* corporate being notified. ******* is partaking in organized crime with this. The drivers insurance also didnt match the address on his drivers license. These guys need to pay

  

  Business Response

  Date: 17/10/2025

  Dear *** ********,
  

  Thank you for reporting this serious incident, and we sincerely apologize for the property damage caused by one of our delivery drivers and for the lack of resolution you have experienced since October 5th.
  

  We want to be clear: UniUni does not condone hit and run behavior, attempts to avoid proper reporting channels, or any efforts to handle accident claims outside of established insurance and legal procedures. The actions you described do not reflect our company values or policies, and we take these allegations very seriously.
  

  Your case (ticket #*******) has been escalated to our Station Manager, who oversees our delivery operations in your area. We are now forwarding this BBB complaint directly to the Station Manager to ensure your case receives the urgent attention it requires. The Station Manager will be reviewing all aspects of this incident, including the driver's conduct, the handling of the situation, and the insurance discrepancies you noted.
  

  You should expect follow-up within 24 to 48 hours via your support ticket. We are committed to ensuring this matter is handled through proper channels and that you receive a resolution.
  

  We understand the frustration and concern this situation has caused, especially given the significant damage to your vehicle and the attempts to avoid accountability. We are working to expedite a resolution and appreciate your patience as we address this matter at the management level.
  

  Sincerely,

  UniUni

• Initial Complaint

  Date:07/10/2025

  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.

  My shipment was being tracked and was supposed to arrive this afternoon. It's a double driveway with plenty of room and the address clearly stated on the Mailbox like it has been for 50 years. I ordered 4 shipments from ******** on the same day and UniUni is the only one that didn't show. *** showed, Swiship showed but not UniUni. Shipper's like UniUni hire unqualified workers that are lazy. So I leave a review and I stop using them and any company that uses them. I'm here at the BBB because this shipment contained health items and now I will have to take my own time to find their warehouse and go pick it up or feel miserable due to health concerns from not having my shipment for the rest of the week if I can't find time. I work three jobs. This was important like every shipment should be. You aren't local as far as I know and you can't find any information on your warehouses (or ones you've rented out). I've included a photo of the screenshot from my phone with driver giving their reasoning including their bad spelling. I'm concerned even using these items after they've sat with whomever can't spell "address" when they are working as a delivery driver or double check their notes after they have just ditched someone's shipment. As a matter of fact, I am going to cancel my order. You guys ruined the end of my weekend. I hope your driver got home on time and that they are okay. I mean, if they weren't it probably would have been a different reason. Instead of just blowing me off and pretending like you couldn't deliver it.

  

  Business Response

  Date: 14/10/2025

  Dear ******,
  Weve sent you an email regarding your delivery. It appears there may have been some confusion on our part about the address, and we sincerely apologize for that.
  If you could kindly respond to that email, well be able to resolve this for you as soon as possible.
  Warm regards,
  The UniUni 

• Initial Complaint

  Date:07/10/2025

  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 address label on a parcel that was delivered to me contained my apartment number, however the parcel was not delivered to my unit, but just the front door.

  

  Business Response

  Date: 14/10/2025

  Dear ******,
  Weve sent you an email requesting a few additional details regarding this issue. Please take a moment to review it at your convenience.
  Warm regards,
  The UniUni Team

  Customer Answer

  Date: 14/10/2025

   
  Complaint: 23973835
  
  I am rejecting this response because:

  My only options were to either accept or reject.

  Per the attached, I have provided a transparent screenshot of my individual apartment unit, as well as verifying my account information, as requested.

  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 21/10/2025

  We sincerely apologize for any inconvenience caused by your package not being delivered as you expected.

  Please note that delivery instructions provided when placing your order are sometimes not shared with us by the sender. To ensure we follow your preferred delivery method, we kindly ask that you contact us once you receive your tracking number so we can update your delivery instructions directly in our system.
  Thank you for your understanding and cooperation.
  Best regards,
  UniUni

  Customer Answer

  Date: 21/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will adhere tonthe business' feedback as rendered.

  Should future problems occur w/ parcel deliveries, this complaint shall be referenced.

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/10/2025

  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.

  A UniUni driver threw my package at my front door and damaged the screen portion of my front door. I've submitted a complaint ticket with UniUni however they are not resolving the issue.

  

  Business Response

  Date: 17/10/2025

  Dear ******,

  Thank you for reporting this incident, and we sincerely apologize for the damage caused to your screen door by our driver's careless handling of your package.
  

  After reviewing your case (ticket #*******), we acknowledge that this matter was not handled appropriately by our team. We take full responsibility for both the initial incident and the poor handling of your support request.
  

  We have now assigned one of our Driver Escalation Specialists to your case to address the property damage and discuss compensation for the repair of your screen door. You will receive direct contact from our specialist immediately to move forward with a resolution.
  

  We understand the urgency of this situation, particularly given your concern about your pets' safety and your inability to use your front door. We are committed to resolving this matter promptly.
  

  We apologize for the damage caused and for the delay in receiving proper assistance. Our Driver Escalation Specialist will be in touch with you shortly to discuss next steps.
  

  Sincerely,

  UniUni

• Initial Complaint

  Date:01/10/2025

  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 was supposed to deliver my package. When I checked the tracking on their website and spoke to a customer service representative the said that an attempt had been made to deliver my package on September 29th, 2025 at 6:46 AM and on September 30th, 2025 at 9AM. Both times I was home and we have a loud dog and camera. No attempt was made to deliver my package and now they are saying it needs to go back to the warehouse per customer service person I spoke to on October 1st, 2025. I am just asking that they do their job and deliver my package within the next few days. This item is very important to me!

  

  Business Response

  Date: 10/10/2025

  Dear ***,

  Your parcel was delivered on October 1, 2025, and the Proof of Delivery (POD) has been sent to you for your reference.
  Thank you for your time and understanding.
  Best regards,
  UniUni