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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.
    • 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.

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    Complaint status

    Complaint type

    • 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.
      Ordered scooter. Credit card charged ******. Received a cane in the mail tracking states scooter placed in mail box. Vendor will not respond to email or calls for explanation on where scooter is

      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:09/22/2023

      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.
      My husband ************************* and I ordered an Upright ****** on Aug 4, 2023. They threw in a free collapsible cane. On Aug 17 the cane came and was put in the mail box. I contacted them to find out when the ****** would be shipped. They said it was shipped with the cane in the same container. When I said I did not receive the ****** they told me to go to **** and have them trace it. I did that with the only tracking number I had (**************************). The **** tracked it and said the parcel was delivered and weighed just over one pound (1#) I concurred that it was delivered but here was no ****** in the package as it would have weighed much more.From that day on I contacted customer service every 3 or 4 days at ********************************** and Mark * always had a form type letter back to me. His excuse was that the department assigned to investigate would get back to me with the status of the investigation of the missing ******. No one has gotten back to me and the last I've heard from them was on Sep. 12. I even tried to call them at *********** but was put on hold for a long time with no response..I forgot to mention that my order no. is *****.I have saved all of the e-mail conversations on my computer but have no printer but I think if you need copies I can possibly forward all of them to your e-mail if needed.In the meantime my husband needed a ****** to we bought a used one and would just like our money back. Thank you for looking into this and helping us. We talked about the above story with family/friends and their suggestion is to contact BBB. ***********************

    • Initial Complaint

      Date:09/22/2023

      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.
      On 9/11/2023 I ordered an UPRIGHT ****** for $ ******, order # *****, charged to my Amex card ending in ****. The company gave me a tracking # **************************. I tacked that number, and the item was not shipped until 9/18/2023, not 9/13/2023 which would have been the "2-day shipping" (which is misleading because most business indicate that to mean 2-day delivery). I received a notification about a delivery on 9/21/2023 by ***** which seemed strange that a ****** was being delivered via the * S ****** System. When it arrived, it was an UPRIGHT CANE (which costs $ *****), not the UPRIGHT ****** that I ordered, and which was confirmed on the order acknowledgement. The 24/7 "customer service" is misleading, because that is only for leaving an E-MAIL. No one ever answers the call, and after ***** minutes listening to music, the call is disconnected at their end. This is obviously a company that should be put out of business !!!

    • Initial Complaint

      Date:09/22/2023

      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.
      9/13/2023 $577.76 Mobility Scooter They state the order is compete, and We haven't received the scooter that we paid for. The business doesn't answer the phone. I have called multiple times at different times of day. No answer. #************ Order # **** Tracking # **************************

    • Initial Complaint

      Date:09/22/2023

      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.
      On September 2, 2023 I placed an order with Upright Cane for a mobility scooter in the amount of $539.96. Order # ****. The company claimed to have 2 day free shipping. Finally on 09/12/2023 a package was delivered to my porch from the company. My wife and I were both home at the time, but it was not the mobility scooter which I had ordered. Instead it was a small package which contained one of their canes. I sent an email to the customer support address asking why they had not sent me a mobility scooter which I did order, but instead had sent me a cane which I did not order. Their response was that the mobility scooter had also been delivered and the cane was a free gift. They even asked me if I had looked around for the other package. Well, a package big enough to hold a mobility scooter would be pretty hard to hide on our small lot. I tried communicating with the company to find out what was going on and either I would get a response that they were looking into it, or they would not respond at all. Finally this week they sent me the same email that they sent before telling me to look around the neighborhood for that invisible package which they supposedly had sent. I gave up trying to contact them by phone because they would not answer and they have stopped replying to my emails. At this point the only equitable resolution would be for them to refund my original purchase price.Thank you for listening,*************************

    • Initial Complaint

      Date:09/22/2023

      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 for my cousin purchased a blue upright ****** on September 8, 2023, with 2-day shipping. I received on the 16th an upright cane with a tracking number I was provided, in my confirmation email for the upright ******. I called and left a voice mail and got and email in response to a miss call, that they would look into this. I also sent an email the same day to support with a photo of the package that was received was of a cane. The reply back was the cane was free as part of the order. They respond back to check with my neighbors to see if one of them has the package with the ******, I only have one neighbor, I then checked with my mail carrier on the number of packages being delivered by **** there was only one. I was to give them ***** hrs to investigate today it the 21st. and no one answers the phone always put on hold for 15 minutes or longer than you are hung up on. This occurred each time I called during they customer service hours and I called multiple times each day.

    • Initial Complaint

      Date:09/21/2023

      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.
      On August 11, 2023 I placed an order for a scooter from Upright Cane. The order number assigned was ***** and the tracking number was **************************. On August 24 2023 I received an E-Mail from Upright Cane that my Scooter had been delivered by ******************** ************ This in itself is questionable since a scooter weighs Approx. 100 Lbs. and the maximum that the *********** will deliver is 70 lbs. Upon checking, I found that what had been delivered was a cane, approx. value $20.00. The tracking number on the cane was the same as the tracking number on the scooter delivery notice. When I attempted to contact Upright Cane on this matter, there was no answer to the phone. There was a message that said leave my name and number and they would get back to me shortly. They never returned my calls. After a month of E-Mails all I get is we are investigating. Still no refund or scooter. I would appreciate any assistance you could give me in this matter.

    • Initial Complaint

      Date:09/20/2023

      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 an upright ****** for $179.95 instead received a cane !!!I have notified my bank and expect a full refund from upright ******. I pray they honor the disabled by refunding as the elderly are on fixed income.

    • Initial Complaint

      Date:09/20/2023

      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 placed an order for a power scooter, it was supposed to arrive in a week but its been over a mnth and no scooter . I emailed them and they said it was sent . Im disabled im home all day and have cameras outside and no scooter was ever delivered. I need my money back . I need a scooter .

    • Initial Complaint

      Date:09/20/2023

      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.
      My mother and I recently purchased an upright ****** for my father from Upright Cane for 193 dollars, that was supposed to include 2 Day Delivery at no charge. The order was placed on the 10th, and 9 days later the ****** still has not been delivered despite the tracking link stating that it has. I have serious concerns about this company and am writing to make everyone aware. Shortly after ordering the ******, we received an email with tracking information and noticed some inconsistencies. First, our suspicions were raised when we noted that the item arrived at ********* (**) on Sept 12th, then departed ********* on the 13th, and then arrived again at ********* on the 14th. At this point, we attempted to contact the company to get clarification on the status of our delivery but never received a response. Also keep in mind that this company claims to be based in *******, however ******* was never mentioned anywhere in their tracking (the shipping label was created in *********, **). Our order was supposedly delivered on 9/18 according to the tracking information, however all we received was a cane that we did not order. 9 days later, the upright ****** that we spent 193 dollars on has still not arrived. This appears to be a common theme based on other complaints that I have seen. I would be leery of any positive reviews of this company. Do not be fooled by their website, which they have seemingly put a lot of effort into to make it look legitimate.

    Upright Cane is NOT a BBB Accredited Business.

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