Complaints

• Initial Complaint

  18/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have an order from **** that was scheduled for delivery by UniUni. Both companies have my email address and telephone number. On Wednesday, September 13, 2023, I was working (No cellphones allowed at my workplace) I received a text message at 2:46pm stating it was my UniUni delivery driver and to please call him/her or message to arrange delivery. That same day, at 5:24pm I messaged back asking when can he/her deliver. No answer. At 8:04pm (same day), I informed I would be working the following day, and to please deliver the package at the *** store located in McLeod Rd (gave the exact address) at the same city I live in. Again, no answer. Went to **** website and oh surprise! it says driver tried to deliver and was unsuccessful, therefore, my package was in the warehouse (1 hour away from my house) and I had to pick-it-up. I called the 1-800 number for the UniUni company. I specifically asked the lady from the call centre to tell me if I could pick it up on Saturday. She said yes, they open at 11:00am. There I went and guess what? it was closed. I wasted time and gas and no one will pay for that, plus I do not know if I will ever receive my package

  

  Business response

  22/09/2023

  Hello *****,
  We sincerely apologize for the inconvenience you experienced when the warehouse was closed during your visit.
  We have already contacted the warehouse to expedite the rescheduling of your parcel for delivery as soon as possible. Additionally, we will reopen your customer service ticket to provide you with timely updates on your parcel's status.
  Thank you for your understanding.
  Best regards, UniUni

  Customer response

  25/09/2023

  
  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

  29/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchase products through **** & never had an issue. They use shipping vendors **************** ******* etc. Recently my packages are being delivered with UniUni, worst experience ever. I live in an apartment complex, it states the delivery vendor access code near our callbox to give them entry. Yet my packages keep failing to be delivered & returned to their warehouse. I tried contact customer service, waited in a queue of 46 others only to get to #1 and an automated machine stated to please leave a voicemail. My first package they sent back to ****, now my recent package keeps saying out for delivery yet they supposedly attempt to deliver it next day & cant access the building. How do all the other vendors have no issue but UniUni, their workers lack common sense.

  

  Business response

  29/08/2023

  Dear *****,
  We greatly appreciate you taking the time to share your recent experience with us.
  Upon investigation, we've confirmed that your parcel was assigned to a driver on August 28, 2023. Our standard practice allows drivers a 48-hour window for delivery. We've noticed that our customer support team has already responded to your inquiry via the ticket system, informing you of the same and updating your delivery instructions accordingly.
  We sincerely apologize for any inconvenience caused by these delays. Your feedback is invaluable, and we have communicated your experience to the Station Manager. This will ensure that the drivers under their supervision pay meticulous attention to delivery details at every stop.
  Thank you once again for bringing this to our attention.
  Best regards,
  UniUni

• Initial Complaint

  28/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Their delivery driver backed into my car causing damage and left the scene. I have the accident on video, but you cannot see the plate. I have left 3 emails and made multiple calls and have not been contacted.

  

  Business response

  29/08/2023

  Dear ***************************,
  We appreciate your communication with UniUni.
  We apologize for any delay in addressing your inquiry. It has come to our attention that the Customer Service Manager has already engaged with Theresa regarding the open customer service ticket.
  We want to assure you that the Station Manager has been promptly informed about the complaint, along with the accompanying video, to take immediate action.
  To receive further updates, we kindly advise you to continue the correspondence within the email thread that Theresa has established with the Customer Service Manager.
  Thank you for your understanding and patience.
  Sincerely,
  UniUni

• Initial Complaint

  24/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Delivery status of my package read delivery failed, incorrect address. I have lived at this address over 20 years never had a delivery issue, not even in a gated community. I have contacted this company multiple times both by phone and email, with no resolution. I have an email explaining the driver had an accident and was returning my package to the warehouse, that was the last communication. I work and do not have the time to call and be put on hold trying to figure out where my already paid for package is. This is ridiculous and disappointing.

  Customer response

  24/08/2023

  Attached is the email thread between myself and ********. I emailed them numerous times about the status of my delivery and all they could advise is to contact the shipping company. 

  

  Business response

  29/08/2023

  Dear ***,
  Thank you for bringing to our attention the challenges you faced while awaiting a response regarding your parcel.
  Upon thorough examination of your situation, we have identified an issue that was causing delays in updating inquiries, leading to your customer support ticket being placed in a holding queue. We sincerely apologize for any inconvenience this may have caused.
  Following our communication with the warehouse, we regret to inform you that your parcel is now confirmed as lost. To address this, we are in the process of generating a letter for you, which will be made available within the next 24 hours.
  For further updates, we recommend following up with the Customer Support ticket that has already been responded to by our Customer Service Manager.
  We apologize for any frustration you've experienced and appreciate your understanding.
  Best regards,
  UniUni

  Customer response

  05/09/2023

  
  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,
  
  ****** And *********************

• Initial Complaint

  27/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivery driver broke my solar light which is by my driveway while she drove on it. I have camera footage about it. Uniuni tracking number: ******************

  

  Business response

  05/08/2023

  Dear ******,
  Thank you for bringing to our attention the damage to your solar light. We sincerely apologize for the driver's lack of care during the delivery at your home.
  We have promptly forwarded your review, along with the pictures of the damage to your property, to our Station Manager for immediate review and follow-up. Additionally, our Customer Service Manager will be in touch with you via email to confirm the cost of the solar light.
  We are committed to resolving this matter promptly and providing a suitable resolution to address the inconvenience caused.
  Thank you for your understanding and patience.
  Sincerely,
  UniUni 

• Initial Complaint

  27/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 20, 2023, I received a package from an online order by a third party that was delivered by UNI. The driver had tossed the package at my front door and had broken the outdoor light fixture that was attached to the ceiling above the door. Causing the fixture to drop and break glass over our front steps. When we open the door to investigate the sound the driver pulled away in their vehicle. Our parcel had a tear in it and we went to follow up with both companies. We sent photos and documentation to the third party. When following up with UNI the customer service IA called "Pearl Wilson" (not a person and is automated) directs you to another 3rd party stating: "****** *** * ******** **** **** **** **** ***** *** * ***** ** ********** **** *********** ***** ***** **** ********** **** ***** ******** ***** **** ******* *** ** *** ******** ****** *** *** **** **** **** ** ******** *** *** *** **** *** **** ****** ** **** ********" They automatically put you into a monthly membership. Charges you CA$86 while you never get a hold of anyone from the company. Without providing any information that is actually needed.

  

  Business response

  02/05/2023

  Good Day, 

   

  Thank you for providing your review. 

  We can see that the light bulb in the fixture was broken. However, it is not clear if this was a result of the driver "throwing" the parcel at your door? or by another passerby. Do you have further video or pictures to prove that the driver threw your parcel and broke the light bulb? We can understand that coming home to your light bulb being broken is concerning. We would like further clarification of how this opinion was formed. 

  To further clarify, was it just the lightbulb that was broken or is the light fixture itself damaged? 

  We look forward to hearing from you. 

  UniUni

  Customer response

  04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: The light and the light bulb were broken.  I was not able to retrieve any video of the actual  event in process.  To be clear the uni driver was the only individual who approached my home with in that time frame.  I was working from home that day.
  
  Sincerely,
  
  ***** *******

  

  Business response

  18/05/2023

  Hello *****,
  We appreciate your response and thank you for bringing this matter to our attention.
  We have forwarded your correspondence to the Station Manager for further review and investigation. We apologize for the damage to the light fixture and bulb. In order to assist you further and address the situation appropriately, we kindly request that you provide us with the cost details for the repair.
  Thank you for your cooperation, and we apologize once again for any inconvenience caused.
  Best regards, UniUni

• Initial Complaint

  19/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered items online and was supposed to be delivered by the 15th. They did not deliver or contact me about delivery and every time we go to try and pickup at the warehouse it is closed. No one will answer the phone or provide my package

  Customer response

  24/02/2024

  Unable to reach company after multiple attempts to file complaint company refused to answer phone, emails, or door at warehouse and is never open 

  

  Business response

  05/03/2024

  Good day,

  We are truly sorry to hear about the inconvenience you have faced with the delivery of your order. It's disappointing to learn that not only has the delivery been delayed past the expected date of the 15th, but also that your attempts to pick up the package from our warehouse and reach us by phone have been unsuccessful.
  To address this issue promptly and efficiently, our **************** Manager will be reaching out to you directly. They will verify the tracking number for your order and offer additional support to resolve this matter. Our goal is to ensure that you receive your package as soon as possible and that any communication issues are immediately addressed.
  We understand the frustration that these types of situations can cause and we appreciate your patience as we work to rectify this issue. Your satisfaction is our priority, and we are committed to making things right.

  Sincerely, 

  UniUni

  Customer response

  07/03/2024

   
  Complaint: 18045180
  
  I am rejecting this response because:
  I have contacted this company multiple times and they refuse to respond. Have tried phone, email, and going to their location.
  Sincerely,
  
  *********************

  

  Business response

  14/03/2024

  Good day,
  Our **************** Manager previously emailed you, but unfortunately, we haven't received a response. If you could kindly provide your tracking number via the email you received or through the BBB website, we will be more than happy to assist you.
  Thank you,
  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. ↩