Union Supply Direct
reviews and complaints

My son never received his order EIN7094199 that I ordered December 4th 2023 I've called the company February 1 all they told me was give it Time my son jeremy taylor inmate number 282532 in westville correctional facility my son jeremy taylor inmate # 282532 also put in a dispute with his counselor nothing is being done about it im highly up set was suppose to be a birthday n Xmas present

I ordered a package from you guys july 9 2023, There was a Issue where the whole package was not received by my inmate, I have been dealing with you guys since July. I am being told one thing and another thing and another thing Every time I call. I would not deal with your company anymore. And to anybody out there wanting to use Union supply. Don't save yourself the The headache, Save yourself time, Worst place ever to deal with. I will never use this place again And my issue is still ongoing for 3 months now.. I have already contacted the Better Business Bureau,

We placed an order for my sister who is incarcerated. The next day we was charged twice for the same transaction, one is still pending- funds are on hold and the other has been cleared. I contacted this company and the lady was rude and hung up on me after telling me that’s their policy is to double charge to make sure they get their money then they refund for one and it can take 7-10 business days but weekends don’t count ! Luckily we had enough funds to cover both transactions however a friend of my sisters parents didn’t have enough funds and it overdrafted this older ladies account. Something needs to be done to stop this company from double charging cards. Hold the amount for the specific transaction but don’t hold double the funds. Now I have to dispute it with our bank because customer service at this company couldn’t help me. Not to mention the order we placed VS the amount they took was off .50 cents.

I placed an order on 9/10/22 and it was shipped on 9/14/22. when the package reached the facility, my man realized they sent the wrong shoes. They sent the wrong brand, size, and color! The facility had to return the shoes. I called customer service and waited on hold for over an hour! The CSR stated they created another order and the correct shoes would be sent out. I waited over a week, and still no shoes. When I finally called them to ask what happened to the replacement order, I was told it was cancelled because they no longer had the shoes in the size I needed. There was absolutely NO communication with me at all! I gave them a different item number, but the cost of the 2 items were different. They refused to allow me to pay the difference, and made me pay full price for them and then wait 10 days for a refund on the 1st shoes! As of today, I have spent 150 on shoes which is insane since it was NO fault of mine. The CSRs are extremely rude! Today is 9/30 and as I look at my account online, the new order doesn't even show up. I am so frustrated with this company! This is the 2nd time I have placed orders and both times have resulted in a nightmare! Order #ENT6554693 was my 9/14/22 order, and ENT6377968 was my 4/13/22 order. Both of them were messed up and has taken a ridiculous amount of time to fix. This company has very bad communication skills, and do not care at all about customers!

1ST orer processed on the 3rd August 2022 what a total disaster yesterday the 25th August I dm them to enquire where my mans package was as it has been 2 weeks now.I was told there was a probem with shipping why was I not notified by email.On chat I was on gold for over an hour,s for the phone repeatedly disconnected customer service is non existent this company should not be a vendor for cdcr I will also be contacting Internal affairs as I am in reguar contact with Kristina.This spo package for my husband was urgent as he was shot on the yard and he now only has 1 eye he needed hos glasses to protect his other eye.Is this how Union Supply Direct treat there customers I am disgusted I normally order from Walkenhorst or Access thank god it was not his food package he would starve.This was the only order I rocessed and it will be the ast never again.Agents are incompetent and do not understand customer service.

I have been purchasing inmate packages for a few years now via Union Supply Direct with no problems until recently. Apparently, they have a new computer system in place, and it has major computer clinches/ problems. It allows you to make purchases and the funds are immediately taken from your account. You receive the order confirmation and exactly seven days later your orders are canceled on their end not the customers.

When you reach out to their customer service team you're hold for an hour or more, and all they will say is “it is a system problem sorry, you will have to wait until the next quarter to order your loved one's packages sorry! There’s nothing we can do!” Now so we are clear my packages weren’t canceled for any fund issues on my part. Apparently, this is a known system issue within their operation. I have ordered as many as four packages at one time for different inmates on the same credit card without any problems in the past. Please reference my account history.

This company has been in the package delivery business since 1991. There is no way in the heavens that this type of system clinch is going on without a resolution. I know that I am not the only customer experiencing this issue. There are many other families experiencing the exact issues without any resolution.

This may not be a big deal to their organization, but I promise you it is a huge deal to me and so many other families that are having to endure this type of in humane service. I don’t know what it is to be locked up personally, but if I were, I would want someone to show me all kinds of love and compassion. I live by this saying “do unto others as you would have them to do unto you! I find it very dishonorable for this company to continue making mistakes with customers' orders and not have any mechanisms in place to fix the issues. I trust that Union would like to do the right thing and take care of their customers. All I want is for is my original request to be processed. Delivery is scheduled for August 11, 2022. There is still time. Please reference ENC6482393 and ENC6482291. Please note: This is the second time back-to-back that my packages have been canceled via their system.

I have worked in the service industry for over 30 years and there is no way a company as large Union with many large State contracts not to have a way to fix these types of issues, if they wanted to.

This time around my funds were put back into my account. In May I ordered two packages, and one was canceled and the other one was delivered. I am still waiting for my funds to be return and a response to my certified complaint letter dated June 2, 2022, that was sent certified mail. It was signed for on their end and to date I have not gotten any type of response.

Thank you,

Minister D. A. Jones

This is the ONLY way inmates get food ! Order # EIN6394925 from April still not delivered. I've emailed support 2 times with NO response, I call # provided only to get a person say " sorry we can't help u ' or sorry it's at the wharehouse or it's left our wharehouse in May , well no food pkg received BUT the property box order that was placed after that was delivered! The facility says union supply never delivered, u say it was delivered...so someone took his food ! Either facility or supply team ! Boxes are highly priced for what they get. My son has been starving for months now waiting on this food . They don't get enough to eat as it is to feed a bird let alone a grown man !

I order from Union Supply for an inmate, this is not only happening to me, but to others ordering from Union Supply.

I place the order with a debit card, comes out of my account for instance...placed order on

2-13-22, then on 2-18-22, the money was processed and taken from my account, no problem than as of today 02-23-22 another amount taken from my account for a penny more and processed.

This has happened numerous times and they tell me, that is what they do and the money will go back into my account within 5-7 business days! No I should not have to wait for my money to be put back, the money was already paid and then they take more, for what? This is stealing, it is unauthorized, I did not tell them they can take more, so it's is STEALING!

And it's always a penny more, so they can charge your card again, thinking no one will notice, I check my bank account daily, just like many others do, someone needs to have full on investigation as to why they are double dipping the first payment was PAID in full not another couple of days go buy and they take another payment, no reason for this at ALL!

Customer service is very rude and does not put the customer first what so ever! Time is a month or more off when placing orders and many items are removed then sent out with out notifying me! Food products being sent even tho they are rotten and some items billed for that were never sent in package. Current package sent, they did not send shoes. And these were needed by my brother who has bad ankles and now I have to try and order a new package. Every email I send or currently sent, have never been responded to. So I've called in and only one was very nice and gave great customer service, but out of all the times I've called, the rest were disrespect, uncurtious, and just did not care! Very unproffessional and complete lack of any customer service!

One year ago this month I ordered a package that was never received. My son was transfered facilities, , as well as package never received or signed for. I've contacted the company numerous times via email and phone calls. No response from company.

I'm requesting refund or credit towards next package

Order number: EWA5665719

I placed an order (Beard trimmer/Shaver) to be delivered to an inmate in AUTRY STATE PRISON on 6-7-2021. I called to customer service on 7-5-2021. waited for 45 minutes for an agent (Angie) and was told the product left their warehouse and they are not responsible if it did not get delivered. It was up to the customer to prove no delivery. The prison has no one answering their phones and my inmate has repeatedly asked for the item and was told it was not delivered. I was rudely told by the agent, Angie, on 7-5-21 that I did not need to speak to a supervisor at their facility. I had to demand to speak to one and was placed on hold again for over 10 minutes. I was told by the supervisor, Rick, to give them a day or so to see what they could do and someone would contact me. I gave Rick my name and number and also P.O. BOX my email address to respond. I have since emailed again my request for a refund or find the package that WAS NOT DELIVERED and have yet to get a response from this company as of 7-19-21. Unfortunately for the inmates, they are at the discretion of this company to get any supplies and needed toiletry items for which they pay a premium price and get a sub par item that easily breaks and has to keep being replaced - IF THEY EVEN GET THE ITEM. Failure to deliver an item after being charged for said item and not even getting a refund of failed delivery is considered fraud in my book. I would appreciate an equitable solution which would be the compensation for my lost item, or at least to redeliver the actual item to the inmate that I have already paid for which I also had to pay shipping charges. I can be reached at [protected]. My address is Toni Wright 42 Pinecrest Drive Wildwood GA 30757 Thank you.

Placed an order to put money on an inmates account so she could order stuff from Union Supply via mail. After 4 months inmate said she still has not received her order.

I went to the union supply website in California, https://www.californiainmatepackage.com/Home.aspx and this is the information I got from the website:

Order Number: ECA5842554
Order Status: Canceled
Cancel Reason: F1 - Fraud (Safetech)
Order Notes: Your order has been canceled due to the reason listed above. If you feel your order was canceled in error please contact customer service at [protected]@unionsupplydirect.com.

It seems that the order of putting money on the inmates account was cancelled, which is why the inmate did not get her order since there was no money in her account, since Union somehow says there is fraud, but they won't answer my E-mails to explain what fraud they are talking about.

My debit card was charged $53.95, $50.00 for the deposit and $3.95. for the fee. I have a statement from the debit card account showing that amount was deducted and paid to Union Supply.

I told them if they suspect some kind of fraud to put my money back on my card and cancel the order, but I get no reply from them

I was charged May 17th for my order and again on the 19th causing a shortage in my account. Attached are the two transactions and the order screenshots. I am a single, DISABLED, mother of 7. I depend on my accuracy in my bank living month to month. I'm highly angered my first call to Union Supply I was told by the Representative ( without taking any of my information) that there was a glitch in the computer system and I should have the money refunded that following Monday. Benifit of doubt I waited till Tuesday. No refund I contacted Union Supply Again, Representative gave me email address told me what I had to send. Which I did as I am here. That 5 business days I would see refund. Yet no refund. I'm aggravated and now will be advocating for my State to change companies after ended contract.
Sincerely
Diane M. Cummings
[protected]
dm.[protected]@yahoo.com
116 Garden East rd
Dover, TN. 37058

A friend who is an inmate placed an order with Union Supply in December 2020. The check which was in the amount of $236.70 was cashed 12/22/2020 and as of this day 6/1/2021 he still have not received the items he ordered. I have attempted to email the company and never got a response, have also tried calling but after being on hold for >1 hour I gave up.

Hey! Trying all day to connect to customer service on order confirmed [protected] but hasn't shipped yet. Called [protected] and held on for over an hour. Tonight called [protected] and have been on hold for over an hour. I have left 2 emails, Hit "1" to get a call back they promising me that I will keep my place in que and that was at 10 am and no one has returned my call. Wanting to leave the text that is offered and the last 2 numbers are slurred plus uncertain what recording says to text to. Something like "Supporter?" Texted to Ava Bot and all she has is that order is processing. Her reply is also quite lengthy even though message says that she will reply usually in a few minutes. I hope that is email brings about a better customer service as I am a faithful customer and she has another 15 years to be in prison. Thank you for your time!

I placed order on 4/18/21 which was still in processing on 5/5/21 when I called to find out what the problem was. Giving conflicting information until I requested a Supervisor in which I was on hold for additional hours with no connection. Eventually, hanging up and calling back was connected to same agent 4 hours earlier finally I reached a Supervisor that again reviewed order and promise to expedite order from warehouse and a substitute item was added. Again, this is on 5/5/21 well order did not go out until 5/17/21. Then on 5/19/21 my card was charged again.

Immediately, I called Union Direct on 5/21/21 only to be told that a computer glitch occurred on 5/12/21 and wasn't identified until 5/19/21. However, the information regarding this issue is questionable at best due to conflicting stories by staff. I was informed that Monday, May 24th credit would be applied. No, such thing as happened. There are several people who have been affected by this company's corruption.

Will continue to report this company for its corrupt activity.

I ordered my son a inmate summer pack, on the 12th of May . They took my money out the 13th . So today, the 17th they pulled yet another payment out of 163.75 . Making it two payments for one summer pack. I've called them and been on hold since about 10:45 AM this morning, it is now 3:30 PM. I've sent emails to various locations . I have two phones and have tried to get someone at Corporate to answer a cal and someone named Catherine answers the different numbers I've called assuring me she is sending me to Supervisors and transfers me to yet another HOLD for hours . When I call back she said they were answering my calls when/as I hung up . I am on a fixed income and cannot have this type of issue with my banking . I can't dispute this charge for 3 days, and then I can get it taken care of that way but USD needs to fix this.

On 04/02/2021 i placed an order for inmate at Clifton, Tn. It was never received, so i placed another order on 04/23/2021. I can not get a customer service agent to answer any phone calls. I have tried to resolve this by chatting on internet, and text messages on my cell phone. It is all automated and you can not talk to anyone to try to get issues resolved.They have charged my bank account for 2 orders although they have not gone through my bank account yet. Inmate number is 512423 please i need help with this situation. My phone number is [protected] or email is [protected]@outlook.com