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Business Profile

Online Retailer

Upright Cane

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Upright Cane's headquarters and its corporate-owned locations. To view all corporate locations, see

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Upright Cane has 3 locations, listed below.

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    Customer Complaints Summary

    • 301 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/30/2024

      Type:Product Issues
      Status:
      Unresolved
      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.
      Ordered Hearing Aids from "shopultrahearing.com" February 12, 2024, order #****, paid $251.95 by health insurance debit card. Aids were sold with 45 day satisfaction guarantee. Received the aids February 28, 2024. After trying aids, returned them March 19, 2024 to Ultra Hearing Aids, *****************************************************. Was notified by email April 1, 2024 that a refund was being processed. No refund has happened as of May 30,2024. All attempts to contact Ultra by email or phone have been unsuccessful.

      Business Response

      Date: 06/25/2024

      Greetings,

      We appreciate your continued patience regarding your order with Ultra Hearing Aids in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process. Please email our customer support team regarding this issue at *************************************.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Ultra Hearing Aids
      Customer Service Team

    • Initial Complaint

      Date:05/07/2024

      Type:Product Issues
      Status:
      Unresolved
      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.
      First, they sent the wrong hearing aids. Two weeks after receiving the correct ones I returned them. They received the hearing aids back on February 29, 2024.(tracking number **********************). I inquired several times about my refund. First, they said their system was down and then they said they had an enormous number of returns to process. Finally, they told me that every time I inquire about my return, it goes to the end of the line. On Monday April 29th I inquired again, and I got an automated email that stated all responses should be in ***** hours. That was the last email from that company.

      Business Response

      Date: 05/15/2024

      Greetings,

      I hope this email finds you well. I am writing in response to the recent complaint filed by you regarding your order issue with our company. Firstly, I want to express our sincere apologies for the inconvenience and frustration that you have experienced with your order.

      In order to process the refund efficiently, we kindly request your mailing address and order number. Could you please provide us with your complete mailing address at your earliest convenience at ************************************** Once we have this information, we will proceed with issuing the refund by sending a cheque to your address.

      We deeply value our customers and their satisfaction is of utmost importance to us. Rest assured, we are committed to resolving this matter to your satisfaction and regaining your trust in our brand.

      Thank you for your cooperation and understanding. Should you have any further questions or concerns, please do not hesitate to contact us.

      Best regards,
      *******************

      Customer Answer

      Date: 05/15/2024


      Complaint: ********

      I am rejecting this response because: I have already provided the order number (****) numerous times over the last 3 months, and they were adding the amount back on the card, not to my address (*************************************************************** *****) that I used to purchase the hearing aids which never happened.



      Sincerely,

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

    • Initial Complaint

      Date:04/17/2024

      Type:Product Issues
      Status:
      Unresolved
      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 January 28,2024 I purchased first set of hearing aids. Order # **** I received the order on 1/31/2024. They were too large and didnt fit my ears so on 02/07/2024 I requested to return the order. I was sent an email with return instructions. I ordered a second pair of hearing aids on 02/08/2024. Order # ****. They arrived on 02/12/2024. These were also too large and I requested another return on 02/18/2024. I sent both orders for return to address provided along with tracking info which I was instructed to provide on 02/21/2024. I didnt hear from them anymore regarding the returns. When I tracked the delivery it said they were delivered on 02/29/2024. I sent an email on 03/12/2024 inquiring about the returns and received no reply. I received both of the returns back with Return to Sender on both. I attempted to call many times and finally spoke with customer service agent named ***** on 03/25/2024. She took my information and said someone would be in touch within 48 hours. I never received a phone call or email. I attempted to email again on 03/29/2024 but still have never received a reply. I attempted to call many times as well but cannot get anyone to pick up again. I sent my last email in 04/10/2024 and informed them I would file a complaint with BBB if I didnt receive a reply within 48 hours which they did not. I am beyond frustrated. Cost of order # **** was $161.95 Cost of order # **** was $223.96 Total is $385.91 I would like very much to receive the refund they advertise. I requested and returned the orders both within the required 45 days.

      Business Response

      Date: 04/18/2024

      Greetings,

      We appreciate your continued patience regarding your order with Ultra Hearing Aids in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process. Please email our customer support team regarding this issue at *************************************.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Ultra Hearing Aids
      Customer Service Team

      Customer Answer

      Date: 04/18/2024


      Complaint: ********

      I am rejecting this response because:

      I have emailed numerous times in the last 2 1/2 months. They do not reply to my emails. I get an auto reply that they received my email but that is all. The one time I finally got someone to email me back was only because I said I had a question. I am then replied that I had been trying to get some help with my refund and I never hear back from them. 

      Sincerely,

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

    • Initial Complaint

      Date:04/11/2024

      Type:Billing Issues
      Status:
      Answered
      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 Feb. 13 2024 I ordered a set of hearing aids from Ultra Hearing Aids and several days later I was NOT able to contact them by Email or Website. I though this was a scam after not being able to cancel my order #****with them. I file a credit card charge dispute with my credit card company.As this was being processed the product was received by mail . I then carried it the product to *********** and Marked package "RETURN TO SENDER".

      Business Response

      Date: 04/18/2024

      Greetings,

      We appreciate your continued patience regarding your order with Ultra Hearing Aids in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process. Please email our customer support team regarding this issue at *************************************.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Ultra Hearing Aids
      Customer Service Team

    • Initial Complaint

      Date:04/10/2024

      Type:Delivery Issues
      Status:
      Unresolved
      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 ordered an upright ****** for my mom from their site on sale for sept 5 2023 said it would be there on the 5th but then was delayed. But sept 13th it said delivered but she never got it! I emailed them continuously and they wouldnt reply even to this day they wont refund me even when they replied maybe 3 times to say they messed up its not been delivered but wont refund me or reply now. Its been 7 months!!!!!!!!!!

      Business Response

      Date: 04/18/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

      Customer Answer

      Date: 04/18/2024


      Complaint: ********

      I am rejecting this response because:

      I was not issued a refund just a postponement and The same run around that they have been giving me.


      Sincerely,

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

    • Initial Complaint

      Date:04/10/2024

      Type:Product Issues
      Status:
      Unresolved
      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.
      We ordered ultra hearing aids on line. They work quite well, however the battery dies not hold the charge. We have sent three emails with no response. We also tried calling and was on hold indefinitely. We want resolution either by a new pair or new battery.

      Business Response

      Date: 04/18/2024

      Greetings,

      We appreciate your continued patience regarding your order with Ultra Hearing Aids in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process. Please email our customer support team regarding this issue at *************************************.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Ultra Hearing Aids
      Customer Service Team

      Customer Answer

      Date: 04/18/2024


      Complaint: ********

      I am rejecting this response because I have sent numerous emails and no resolution. 

      Sincerely,

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

    • Initial Complaint

      Date:04/05/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      ORDERED A MOBILE SCOOTER FROM UPRIGHT CANE NEVER REVIEVED IT AND BEING CHARGED MY AFFIRM CREDIT TAKING FROM MY BNK. I HAVE TRIED MANY MANY TIMES TOO REACH UPRIGHT BUT THIER WEBSITE ID DISCONTINUED. I AM A SENIOR AND DID SOME COMPLAINTS ON SOCIAL MEDIA. IT HAS HAPPENED TO THEM. . I NEED U R HELP TO GET MY MONEY BCK FROM AFFIRM. NOT SURE IF THEY ARE INVOLVED WITH THIS SCAM. THIS *** HAS BEEN TRACKED TO ********. PLEASE HELP ME!!!!!!

      Business Response

      Date: 04/25/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

    • Initial Complaint

      Date:04/01/2024

      Type:Delivery Issues
      Status:
      Unresolved
      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.
      Date of online purchase: 8/13/23 One BLUE Upright ****** was purchased for $179.95 from UprightCane.com. A receipt was sent by email immediately with Order #*****.An email was sent to the seller requesting verification that the order was for a ******, not a cane, as the receipt suggested. A response to that email indicated the *** would "look into the question" and get back to the buyer. No response was ever received.On 8/26/23 an email was received indicating that the "last shipment of the order" had been delivered. A first shipment (possibly a free cane?) was never received, and neither was the ******.In early September I was hospitalized and have been in and out of the hospital, unable to access my computer. The item has never been received, and no further communications have been made by the seller.

      Business Response

      Date: 04/03/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

      Customer Answer

      Date: 04/03/2024


      Complaint: ********

      I am rejecting this response because: It has been over 18 months and no one has explained where my ****** is or sent me a refund. At this point the only acceptable response is a letter confirming my refund.

      Sincerely,

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

    • Initial Complaint

      Date:03/19/2024

      Type:Delivery Issues
      Status:
      Answered
      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 12/29/2023 I ordered an electric wheelchair from them. I have sent several emails and made phone calls and as of yet have not recived my order or a refund. I am still making payments to affrim. They will not resolve this solution at all.

      Business Response

      Date: 03/20/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

    • Initial Complaint

      Date:03/13/2024

      Type:Delivery Issues
      Status:
      Answered
      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 ordered a mobility scooter (blue) on Sept 20, 2023, Order # 1928 *see attached
      I paid $539.96 order # 1928 *see attached
      The charge went through on my credit card Ref #6779 on 9/22/23 *see attached
      The order says delivered in mail box
      Scooter will not fit in a mailbox
      UPRIGHT cane sent a cane that I did not order
      I have emailed dozens of times. only a automated response has replies
      The only phone number found is the one on my credit card statement and the phone hangs up or goes to a voice mail. I have attempted to leave many messages, however the phone disconnects or goes blank. No returned calles.

      Business Response

      Date: 03/20/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

    Upright Cane is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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