Complaints

• Initial Complaint

  28/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Two of my packages in the row shipped by TEMU to business address, were delivered to the wrong address. To a residential address. The company wont respond to complaint. We tried to communicate with UNIUNI provided instructions and they wont respond, wont acknowledge and wont even try to resolve the issues. Wont retrieve wrong delivered packages, wont even try to correct the problem or address the issue with their employees. They do not answer their phones, do not answer e-mail except sending auto response that does not even have anything to do with your issue, and the online form wont accept submit complaints. Horrible. Lost several hundreds of dollars of merchandise because of the incompetence. ****************. DO NOT USE

  

  Business response

  04/02/2025

  Dear ********,

  We acknowledge your frustration regarding the misdelivery of your parcels and appreciate the opportunity to address your concerns.
  Upon reviewing your case, we confirm the following:
  Tracking #UUS5120830794900012 Your support ticket was submitted on January 14, 2025, at 10:21 AM, and our agent responded within 32 minutes. A Parcel Issue Confirmation letter was provided at 11:10 AM with instructions on how to proceed with your vendor.
  Tracking #UUS5190833821555023 This issue was reported on January 17, 2025, at 8:47 AM, and a resolution was provided on January 22, 2025, at 1:34 PM, including a Parcel Issue Confirmation letter and next steps.
  Our team has been actively assisting you and provided the necessary documentation to facilitate a resolution with your vendor. While we regret that these deliveries did not reach the correct location, we have escalated this issue to the station manager to reinforce delivery accuracy and prevent similar occurrences in the future.
  We appreciate your patience and regret any inconvenience this may have caused. If you require further assistance, please refer to your support ticket for next steps.
  Best regards,

  UniUni 

• Initial Complaint

  28/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company tried to deliver my package on Saturday evening and did not leave a card or any information. I received an email that they will come back the next day and nothing. I called ******* and they say that I have to request a delivery and it can't be till next Saturday! I need my package. I offered to pick it up and no option for that! They should not return my package to the warehouse after 1 failed attempt. That is not what the email said they sent or what the website says.

  

  Business response

  04/02/2025

  Dear ******,

  We appreciate your feedback and understand your frustration regarding your delivery experience.
  After reviewing your case, wed like to clarify that your parcel was marked as "Return to Office from Transit," not "Failed Delivery." In cases of failed deliveries, a second attempt is automatically scheduled within 48 hours. However, in this instance, the delivery was rejected at the address provided, and the driver returned the parcel to the warehouse to await further instructions.
  Since then, we have verified your address and successfully scheduled a second delivery. We regret any confusion this may have caused and appreciate your patience while we worked to resolve it.
  If you have any further concerns, please feel free to reach out.
  Best regards,

  UniUni

  Customer response

  05/02/2025

   
  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

  27/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company has been non-responsive since day one. No package was delivered, no updates on online tracking. Chatbot is useless. Phoned and waited 30+ minutes every day for a week, no updates from the company. Promised a supervisor would call me, no call yet. My case is up for 'investigation' but the *** admitted the package is probably lost. Can't get a refund because the vendor who sent the package offers no responsibility for the couriers used. Need a certificate from the company to say it's lost in order to get my money back.Terrible company, how can they possibly have an A+ rating from the BBB? Look at the online comments on your website and Reddit.

  

  Business response

  04/02/2025

  Dear ****,

  We acknowledge your frustration and sincerely apologize for the experience youve had with this delivery. After reviewing your case, we found that while our agents attempted to book the second delivery, it was unfortunately missed by the warehouse. We understand how frustrating this has been, and we have now escalated the matter to the station manager to ensure this does not happen again.
  At this time, the vendor will be able to confirm that the parcel is being returned, and we recommend reaching out to them within 5 business days to discuss the next steps regarding your order.
  We truly regret the inconvenience and appreciate your patience. If you need any further assistance, please dont hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  27/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The package said it was attempted to be delivered when I was home with my family, and no one rang my bell or contacted me, I have an accessible front lawn. I tried to call customer service and the phone number does not work, I would like to get my package, and report this company is untrustworthy and is definitely odd and has no regards for their customers. I also submitted a ticket and it says it takes 3 days because it is busy season. It's currently January 26th, busy season is way past due.

  

  Business response

  04/02/2025

  Dear ********,

  We understand your frustration regarding your delivery experience and appreciate you bringing this to our attention.
  After reviewing our records, we can confirm that your package was successfully delivered on January 29, 2025, at 4:23 PM to ************************************************************. If you have not received your package, we recommend checking with household members, neighbors, or your building management in case it was accepted on your behalf.
  Regarding your concern about the initial delivery attempt, while our drivers strive to complete deliveries as efficiently as possible, we do not require them to call customers upon arrival. We apologize for any confusion regarding the attempted delivery and understand the importance of receiving your package in a timely manner.
  As for the support response time, we do experience higher volumes post-holiday season due to ongoing logistics demands, and we appreciate your patience while we work through inquiries as quickly as possible. If you require further assistance, please respond to your open ticket, and our team will follow up accordingly.
  Best regards,

  UniUni

• Initial Complaint

  27/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed order number ******* from Micas on 1/17/2025. UniUni failed a delivery attempt. According to UniUni's website, there should be a second delivery attempt. They only attempted the delivery once, marked my address as inaccessible, and are returning it to the warehouse. I submitted online tickets with both UniUni and Micas on 1/27/2025. I followed up with contacted *******'s chat bot which was not helpful. I have been on hold with *******'s customer service phone line for over 20 minutes today. I want my order to be delivered as soon as possible or issue me a refund. My apartment complex is not inaccessible. There are over 100 units in this complex and deliveries are made daily. ****** ****

  

  Business response

  04/02/2025

  Dear ******,

  We appreciate you reaching out and understand your frustration regarding your delivery experience. We acknowledge your complaint about the delivery process and the difficulties you encountered when trying to get assistance.
  After reviewing our records, we can confirm that your parcel was successfully delivered on January 28, 2025, at 11:06 AM to ************************************************************************************. A Proof of Delivery (POD) photo has been attached to your support ticket for reference.
  We understand this situation may be frustrating and appreciate your patience. Please let us know if theres anything else we can assist with.
  Best regards,

  UniUni

  Customer response

  05/02/2025

   
  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

  24/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a package ordered to my work address, since my apartment building has issues of package theft. There are two main entrances to my secure-access building. The one entrance is marked in 5 different places (very bright, very obvious) that it is a staff-only entrance. There are maps that direct to the other entrance (marked "Reception"), on all 5 of those posted signs. I have never had a problem with any company getting me my packages, as the signage makes everything crystal clear.I was sitting inside my office with my phone on, and two "delivery attempts" are made during work hours. The tracking stated that the business was closed, though people were obviously inside as it is a very open design and people are ALWAYS walking around. No attempts were made at contacting me. I would have happily come to the other door, if that is all it took. I have attempted to contact Uniuni, to no avail. The chatbot told me a ticket was created, yet no ticket number is provided for reference. Trying to call their contact phone number is an act of futility, and not even worth the time. All I want is to get my package and never have to deal with Uniuni again.

  

  Business response

  29/01/2025

  Dear ****,

  We sincerely apologize for the frustration and inconvenience you have experienced with your delivery. We understand how important clear communication and reliable service are, and we regret that your experience did not meet those expectations.
  Upon reviewing our records, we can confirm that your package was successfully delivered on January 28, 2025, at 1:03 PM to *********************************************************
  We acknowledge your concerns regarding the failed delivery attempts and the challenges in reaching our support team. We understand how frustrating it must have been, especially when your workplace was open and accessible. Your feedback is valuable, and we will use it to improve both our communication and delivery accuracy.
  If you have any issues locating your package or require further assistance, please reply to this email, and we will do our best to assist you.
  Best regards,
  UniUni

  Customer response

  30/01/2025

   
  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

  24/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Still waiting on to receive my order. 13 days overdue. Their customer support is wasting my time and unhelpful. Their tracking tool is not updating my order status. I feel powerless and don't know what to do.

  

  Business response

  29/01/2025

  Dear ******,

  We sincerely apologize for the frustration and uncertainty you've experienced while waiting for your order. We understand how concerning it is when tracking updates are unclear, and we regret any inconvenience this has caused.
  Upon reviewing our records, we can confirm that your package was successfully delivered on January 26, 2025, at 10:34 AM to ***********************************************************************************
  We truly appreciate your patience and understanding. If you need any further assistance, please dont hesitate to reach out.
  Best regards,
  UniUni

  Customer response

  30/01/2025

   
  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

  24/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a unrecognized random package i did not order at all. I do not know where it came from. The number i called from I've been trying to get a hold of. They hung up on me. I do not know the vendor where it came from. Everything I ordered already came in. I do use anything that involves uniuni at all. I just want this is be gone and done with. I have not picked up the package yet either. I do not know what is inside. Their website ***** and can't talk to anyone or even get a return shipping label.

  

  Business response

  29/01/2025

  Dear ********,

  We understand how confusing and frustrating it can be to receive a package you did not order, and we sincerely apologize for any difficulties youve faced while trying to resolve this issue.
  To clarify, UniUni operates as a last-mile delivery provider, meaning we deliver packages on behalf of various vendors and shipping partners but do not handle the order processing, returns, or vendor communications. In cases like this, where the package is unrecognized, the best course of action is to track the logistics chain to determine its origin.
  Heres how the process works:
  The vendor ships the package When you place an order, the vendor (e.g., an online retailer or marketplace) selects a shipping provider to transport your parcel.
  A middle-mile carrier transports it Before reaching UniUni, packages are often processed by an intermediary carrier that moves shipments from one country or distribution center to another. In this case, the middle-mile carrier is Gotofreight ******************************
  UniUni receives and delivers the package Once the package arrives in our network, we deliver it to the final address provided by the vendor.
  Since we do not have the vendors details, we are unable to generate a return label or directly coordinate a return. However, we recommend contacting Gotofreight ******************************, as they may be able to verify the tracking number and provide details on the sender or how to proceed with a return.
  We regret that we cannot assist further in this matter, but we appreciate your understanding. If you need additional information, please let us know.
  Best regards,
  UniUni 

  
  

• Initial Complaint

  24/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My parcel was supposed to be delivered Jan 14th. UniUni claimed my address didn't exist so the delivery couldn't be completed. On Jan 17th, before the delivery even went out, it claimed invalid address. Then it sat for days on "Out for delivery". I called everyday and was told it was out got delivery. For 3 days straight. Finally I called and provided a previous successful UniUni delivery before giving the now TWO deliveries that are being held hostage tracking numbers. As of Jan 24th my packaged still haven't arrived and won't until maybe next week. This is costing my business money and is completely ridiculous. 10 days for one and 7 for another that have been delayed since the initial delivery date.UUSC000007053455 completed but these two claim the same address doesn't exist:UUSC000007010401 UUSC000007104394

  

  Business response

  29/01/2025

  Dear ****,

  We sincerely apologize for the delays and frustration youve experienced with your shipments. We understand how critical these deliveries are for your business, and we regret the inconvenience caused by the extended wait times.
  After reviewing our records, we can confirm that the following parcels have now been successfully delivered:
  UUSC000007104394 Delivered on January 26, 2025, at 4:44 PM to ************************************************************************
  UUSC000007010401 Delivered on January 25, 2025, at 7:02 PM
  It appears that our drivers initially had difficulty locating the address, which led to multiple delays. However, we are glad to see that your shipments have now reached their destination.
  We acknowledge that this experience was far from ideal and that the inconsistency in address validation caused unnecessary stress. Your feedback is extremely valuable, and we will use it to improve our routing accuracy and communication to prevent similar issues in the future.
  If you have any further concerns or require additional assistance, please dont hesitate to reach out.
  Best regards,
  UniUni

  Customer response

  30/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is barely satisfactory to me. It is unacceptable that I was told that my address didn't exist. It wasn't a coincidence it was some of the coldest days of winter. It took 15 days past the initial delivery date. 

  Sincerely,
  
  **** Ban

• Initial Complaint

  24/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Formally lodging a complaint against UniUni regarding the loss of theft of my parcel, which was entrusted to your company from *** for last mile delivery. According to the tracking information on both your website and ***'s, the parcel was received by your facility on November 14th, but there have been no updates since then. As of today, January 23rd, I still have not received my parcel, meaning it has either been lost or stolen by one of your employees. Upon researching, I discovered numerous complaints from other customers regarding stolen parcels and concerning behaviour by your staff. This is deeply alarming, and it raises serious doubts about the integrity of your operations. I reached out to your customer service team, where I was informed that you had no record of receiving my parcel, despite the tracking clearly indicating otherwise. Furthermore, I contacted ***, who confirmed that the parcel was handed over to your company and advised that I follow up with you. After further correspondence, I received an email from your team, which failed to acknowledge any fault on your part. This lack of accountability is unacceptable. I demand that your company take full responsibility for the loss of theft of my parcel and cover the full cost of the item, which amounts to $233.26 CAD. I expect a prompt resolution to this issue and a clear explanation of how you intend to address this matter.

  Customer response

  25/01/2025

  Revising my request for UniUni to finish the job

  

  Business response

  04/02/2025

  Dear *******,

  We acknowledge your complaint and fully understand your frustration regarding the missing parcel. We sincerely regret the inconvenience this situation has caused.
  After reviewing your case, we confirm that the parcel was picked up by UniUni on November 14, 2024; however, it did not arrive at our sorting facility in your area. As a result, we have instructed a leadership team member to provide a Parcel Issue Confirmation letter, which you can submit to your vendor to initiate a claim.
  While we regret that your parcel could not be delivered as expected, we remain committed to assisting you in resolving this matter. If you have any further questions, please refer to your support ticket, where our team will provide next steps.
  Best regards,

  UniUni

*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. ↩