We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

Upright Cane

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

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

Find a Location

Upright Cane has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 301 total complaints in the last 3 years.
    • 1 complaint 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:10/06/2023

      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.

       
      Complaint: 20703076

      I am rejecting this response because: this has been going on since August and they have continually taken the payments from my account. They will not answer the phone nor will they respond to any emails. 

       

      We are an elderly couple on an extremely limited income... I need this resolved before Jan.

      Sincerely,

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

      Business Response

      Date: 12/01/2023

      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

      Business Response

      Date: 12/15/2023

      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:10/06/2023

      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.

       
      Complaint: 20700687

      I am rejecting this response because: you keep saying you are researching for over 2 months. Yet you have supplied NO evidence that this product was delivered, saying it was in your mailbox. Really? An electric scooter in a mailbox?

      Sincerely,

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

       

      Business Response

      Date: 12/01/2023

      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

       

      Business Response

      Date: 12/15/2023

      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:10/06/2023

      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 ****** at promotional price of $179.00 to include ****** and free cane. The cane arrived via ***** the ****** did not arrive. According to Upright Cane the two items were delivered together. The Cane (defective ) was folded, wrapped in bubble wrap inside a plastic mailer and stuffed in my mailbox. The ****** obviously would not have fit in my mailbox. I was home when the mail was delivered; there was no other package. They are now supposedly investigating what happened but I do not believe the ****** was shipped. The order (#*****) was placed August 31, 2023 and was supposedly delivered September 19. All communication has been scripted, circular, often non-sensical and has been with "******", who I am sure is a virtual assistant and a product of artificial intelligence. I have been unable to speak or email with an actual person. I am attaching a couple of screen shots of emails. I have been unsuccessful in uploading the entire helpdesk conversation but if it would be helpful I can forward the entire email conversation if given an address to send it to.

      Business Response

      Date: 12/01/2023

      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:10/06/2023

      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.
       
      Complaint: 20700624

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 12/01/2023

      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

       

      Business Response

      Date: 12/15/2023

      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:10/05/2023

      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 purchased an upright scooter on Sept.23, 2023 and never received it. I reached out to the company via phone and email and was told it was delivered to me on Oct.2. I was home all day and what I received was the free cane. the scooter was never delivered. I was told they would look into it and then said it was delivered and I should look around my front porch and neighborhood, I might have missed it. I was home all day and met the mailman at my door when he brought the package, with the cane. I asked if he had another package on his truck for me, but he did not.

      Business Response

      Date: 12/01/2023

      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:10/05/2023

      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 and received a walking cane and I am confined to a wheelchair. They want to charge me 599 dollars for this cane. They never answer their telephone!

      Business Response

      Date: 12/01/2023

      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:10/05/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 Upright Scooter on 9/23/2023 for my wife. This was done online and because I ordered it online there would be a free cane. I was provided an order # ***** and was told it would ship in 2 days from *******. I was also given a tracking number, which was **** number. I tried to cancel the order the next day as my wife was told to acquire a motorized wheel chair instead. This was on a Saturday and I started calling the same but no one will answer.I sent an e-mail and finally on Monday got a return e-mail stating it could not be cancelled as it was already shipped but the transaction was still showing pending on my credit card. It is impossible to talk to a person. I kept tracking this number but it never updated and showed at a facility in ********. On October 4 I finally had a delivery on that tracking number but it was only the cane. Now it shows delivered but the scooter never came and it is tied to the same tracking number. It says delivered to mail box. No way a scooter will fit in my mail box. In the e-mail I was told I could send back the scooter for inspection and receive a refund. That is hard to do when you do not have anything to ship back and can't get in touch with anyone. All I want is to get a refund but I believe this is a scam and I paid $600.00 for a useless cane.

    • Initial Complaint

      Date:10/05/2023

      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.
       
      Complaint: 20697696

      I am rejecting this response because: The identical stock response was emailed to me twice by the company previously. There was no follow-up. The product ordered was never shipped/received. This is a scam company with numerous BBB complaints for the same issue.

      Sincerely,

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

      Business Response

      Date: 12/01/2023

      Greetings,

      Thank you for bringing your concern to our attention. We sincerely apologize for the inconvenience you've experienced with your recent order, and we want to assure you that we are actively investigating the issue.

      We understand the frustration caused and the challenges in reaching our customer support team. Your feedback is crucial to us, and we are committed to resolving this matter promptly.

      Our team is diligently working to address the situation, and we appreciate your patience during this process. Rest assured, we are taking the necessary steps to investigate and rectify the issue.

      If you have any additional details or information that *** assist us in resolving your concern, please feel free to share them. We value your time and are committed to ensuring a satisfactory resolution.

      Thank you for your understanding.

      Sincerely,
      Customer Service Team

      Business Response

      Date: 12/15/2023

      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:10/04/2023

      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 was scamed by this company with a sale of a 4 wheel mobilaty scooter

      Business Response

      Date: 12/01/2023

      Greetings,

      We appreciate you reaching out to us regarding your recent experience with our company. We take customer concerns seriously and would like to investigate and address the issue promptly.

      To assist us in resolving your matter, could you kindly provide more details regarding the alleged scam involving the sale of *********** mobility scooter? Any additional information you can share, such as order number, specific incidents, or communication details, will be invaluable in helping us thoroughly investigate and address your concerns.

      Your cooperation in providing further clarification is essential, and we are committed to resolving this issue to your satisfaction. Once we have more information, we will take the necessary steps to investigate and address the situation promptly.

      Thank you for bringing this to our attention, and we look forward to receiving more details to assist you effectively.

      Sincerely,
      Upright Cane
      Customer Service Team

    • Initial Complaint

      Date:10/04/2023

      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 have made many attempt for them to deliver my mobility scooter. They claim it was delivered and it never was. The **** confirmed they delivered a package that weighs 1 pound which was a free cane bit no scooter. Unable to reach anyone by phone and they do not respond to email. They did 1 time telling me they are investigating and now I do not get any response from them. My bank ********* returned my money but this company needs to return my money to the bank. I don't know if this company has done this before but it seems like a scam. I have tried reaching them since 9/22 but I just have up. You will be on hold for 20 minutes and then they hang up on you. I have since ordered from a new company and have already received my mobility scooter.

      Business Response

      Date: 12/01/2023

      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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.