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:09/26/2023

      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.
      September 6, 2023 $166.91 Upright ****** Never received the ****** No resolution as of September 26, 2023, several emails that claim they are investigating Order #***** Confirmation ********** *** ad on ********

      Business Response

      Date: 12/02/2023

      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

      Customer Answer

      Date: 12/04/2023

       
      Complaint: 20657190

      I am rejecting this response because: It is the same response I received multiple times way back in September and it is now December 4, 2023 and I still have  not received the upright ****** I paid ****** dollars for.!

      Sincerely,

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

    • Initial Complaint

      Date:09/26/2023

      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.
      Ordered a scooter from upright cane company and got a walkin cane not a scooter

      Business Response

      Date: 12/02/2023

      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

      Customer Answer

      Date: 12/05/2023

       
      Complaint: 20656757

      I am rejecting this response because:   ****** have not got a full refund for the mobility scooter   Iordered and never got the tracking was from the **** which does not ship mobility scooters..

      Sincerely,

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

    • Initial Complaint

      Date:09/26/2023

      Type:Product 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 an upright cane for 170$ from this company on September 7th. The product was delivered on September 15 and was not the product I ordered. I tried to call their 24/7 support and got no answer. I left 3 voicemails about the issue. I also sent several emails about trying to get my product. I was told it was delivered and I should look around my neighborhood for it. It was a device for my elderly father. The item they sent they said came free with my purchase and only has a 30$ value. Im emailing and calling daily and im getting nowhere. No response or anything.

      Business Response

      Date: 12/02/2023

      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:09/26/2023

      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.
      I ordered and paid for a Upright Mobility Scooter on July 27, 2023 (date it was charged to my **** card). I was promised free shipping and a two day delivery. I received a cane (a free gift for purchasing the scooter) but as of this date (9/25) I have not received my Mobility Scooter. I have called the companys customer service as well as e-mailing them my complaint and was told they would investigate the problem. I did receive e-mails from two other customer service representatives which I replied to. These were form letters. When I checked out the tracking of my scooter the post office said my delivery was made and left in or at the mail box. I only received the cane. The order #**** and the tracking # is #****** **** **** **** **** ****. I paid $604.90. The scooter has everything that as a handicapped senior I need, so if possible I would like to receive my scooter. However, at this point I truly feel like I have been scammed and this company is taking advantage of Seniors. I wish they knew how many prescriptions I gave up to pay for the scooter. Therefore, if there is no scooter I hope I can get my money back. I have asked them for a refund but no answer. Thank you. *****************************, ****************************************************. ************

      Business Response

      Date: 12/02/2023

      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

      Customer Answer

      Date: 12/05/2023

       
      Complaint: 20655115

      I am rejecting this response because:
      All I have ever received from the upright mobility company is the same type of letter that they are investigating it. I bought and paid for in good faith my upper  mobility scooter in September 2023. At this point I feel like I have been scammed. I am in 85-year-old senior who needs a mobility scooter to get around. Better Business bureau I thank you for helping me as I don't know who else to turn to you're the only one that has helped me. I feel like the money I paid for my scooter might as well have been thrown down the toilet. I have no faith in this company that I'm going to get a refund or my upwind mobility scooter. 
      Sincerely,

      ********* (*****) Andes

      Business Response

      Date: 12/18/2023

      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:09/26/2023

      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.
      This is the complaint I sent to Upright Cane. I placed an order from Upright Canes for **** canes. Order #***** I have reached out to their customer support asking for information on how to return my order. They will not respond. Today I called and after being on hold for over 10 minutes, I hung up.When I was placing my order for the Upright cane, ****, and after it was in the cart, a 10% discount (using Upright) was offered. When I clicked to apply this, my cart immediately changed , showing I now owed $71.91. I immediately tried to cancel this order that I thought was to be $39.95 but could find no where to cancel. I have explained this to several people now and would like this resolved. No where could I find any explanation that if I applied the 10% discount, the **** no longer applied. I immediately reached out to customer support and that was when ****** explained that by applying the discount, it voided the **** offer. I then asked for my order to be cancelled or for my order to be adjusted removing the 10% discount so I could get the offer ****. I was told this was not possible. I would have to return the order when I received it and if the condition of the product was acceptable, I would get a refund. I would have to pay the shipping to send back the product. In my experience, I find this very deceptive. Your site should give a warning or explanation that by applying the 10% discount, this will void the **** for $39.95. I would like my order to be adjusted as requested. If that is not possible, I would like to return the order with no shipping charges paid by me.

    • Initial Complaint

      Date:09/25/2023

      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 online an upright scooter for $599 on Aug 30th 2023 from Upright Cane, I had forgotten to put in the coupon code, so I called, talked to customer ************** refunded the $59.90 right away. The website said 'free 2day express shipping". However, the scooter was not rcvd in 2 days, & has not been rcvd as of yet. Since talking to C.S. on the coupon deal, I made several attempts to inquire about my order via phone, nobody answers, so I communicated via email. On the 11th of Sept, my order #**** was delivered in the mail box, it was a cane, which, of course I didn't order. The package was addressed from **** (no last name), with a ** address (which is a legitimate address). So I continued emailing, and ever since then the status is 'We are investigating and we will email you when we have an answer". I have asked them several times for a refund, but to no avail. I am not quite understanding how this company can advertise online and be fraudulent. Isn't this a crime? The police, or the *** can investigate, after all we know what bank account they are using to receive the customer's $. Can't the ip location be determined? Why isn't there a strict vetting process to advertise online, or whoever is responsible for providing the search results. I really wanted a scooter for my Mom. This s/b Elder Abuse against this company. I have all the email correspondence. And then my brother emailed them & asked them to call him because he was wanting to buy 3 scooters, and they did call the next day, so there has got to be a way to get these guys. I am praying my bank will help me get the refund.

      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:09/25/2023

      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.
      I found the add a mobility scooter being advertised by upright cane. They described two day shipping, which is not close to accurate. It was purchased on September 15th, credit card was charged immediately, but the "scooter" arrived on September 23rd. The company provided me confirmation emails, tracking number and then requested me to complete a review of the "scooter." Upon arrival of the tracking number I opened up the package to find a folding cane. I have attempted to contact the company via email and phone and get no response either way. When calling you are put on hold until the call is disconnected. I am attempting to get my money back via my credit card company. Do not purchase from this company! They are a scam.

      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

      Customer Answer

      Date: 12/04/2023

       
      Complaint: 20649207

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:09/25/2023

      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.
      Delivery issue as all the other complaints. They gave me a tracking # that only covers the free cane that was supposed to come with the mobile schooter I ordered and paid for and have not received yet. I spoke with my local post office and they confirmed that only the cane was delivered and there would be a different tracking number for the schooter I have contacted my credit card company and filed a claim. This company should be brought up on charges.

      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

       

      Customer Answer

      Date: 12/04/2023

       
      Complaint: 20647769

      I am rejecting this response because:
      I have already spoken with my CC company and have been able to resolve it with them. Upright Cane is committing fraud. They send you a free item to show that an item was received and never send you what you paid for
      Sincerely,

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

    • Initial Complaint

      Date:09/25/2023

      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.
      My wife purchased a scooter on Aug 15th. Company took the money and has not delivered the scooter. My wife contacted them several times and company only responds when negative review posted but only responds with they are investigating it but then nothing. This is ridiculous and should not take this long to receive the item. One excuse was the shipped it through the post office but was rejected due to weight( my question would be if they have sold these before shouldn't the company already know they can't ship through ***** Then they claim it was shipped **** no tracking number provided and also no 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

    • Initial Complaint

      Date:09/25/2023

      Type:Product 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 9/19/23 I ordered one scooter from Upright Cane (order #*****). My credit card was immediately charged TWICE for the price of the scooter, for a total $1,199.90. On 9/20/23 I called the company 4 times and was told each time that a supervisor would call me back to address the double charge. As of 4 days later, still no call back and now when I try to call I am on hold with crappy music for at least 45 minutes then told to leave a message. On 9/21/23 I emailed their customer service department requesting cancellation of the order and a full refund of the double charge. Their response a day later was that I had to return the scooter when it arrives and if it is in suitable condition, I would receive a refund. There was NO MENTION of the double charge.This company is nothing but a scam!!!!

      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.