Complaints

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

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  Upright Cane

  Fort Myers, FL 33916-7985

• 

  Uprightcane

  1801 Monks Ave Mankato, MN 56001

• 

  Upright Cane

  7191 Cypress Lake Dr Fort Myers, FL 33907-6501

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.

• Initial Complaint

  Date:08/30/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  on8/16/23 I ordered a moblity scooter and they said it would take 2 days in shipping ********************************************************************************************** to hold and 1 1/2 hrs later they hung up when I tried to call back they would.nt answer for four days they would refuse to pick up the phone and talk to me they would let that irritating music for up to 35 mins then they would hang up again Iam ************************************************************************* to get around the copd is my death penalty it will eventually take me out I was just ***** to get something to help me out with my final days and i also email there customer service I never got a pesponce I wish I had looked you BBB site before I gave the my money I hope something becomes of this company so they can,t take advantage of the disabled

  Business Response

  Date: 09/05/2023

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience you have faced regarding your order of the mobility scooter.
  Upon reviewing your order details, we noted that **** has marked your order as delivered with the provided tracking number. However, we understand that the primary item you ordered, the mobility scooter, has not been received.
  We'd like to address this immediately. We are sending you an Upright Scooter at no additional charge. Additionally, in light of the challenges you've faced, we will be processing a full refund for your original order, which should reflect in your account within the next 3-5 business days. Please note that the Upright Cane you received is complimentary with all orders, so there is no charge associated with that item.
  We deeply regret the inconvenience this situation has caused and are implementing measures to ensure similar incidents do not happen in the future. Our customers are our top priority, and we genuinely regret that your experience did not reflect our commitment to your satisfaction.
  Please rest assured we are making every effort to rectify this situation swiftly. If you have any further concerns or questions, please reach out to us directly, and we promise prompt assistance.

  Customer Answer

  Date: 09/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/01/2023

  This verbal response was taken by BBB.

  The business never sent the scooter they promised nor did they refund me.

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Order an upright ****** on website for $44.99 every 2 weeks. Did not get what was ordered for $179.99. Got a cane that could buy at ******* for $30. Pulling money from checking account!,, Would like product But will take no further payment out of account!!!!!

  Business Response

  Date: 09/05/2023

  Thank you for reaching out to us to express your concerns. We sincerely apologize for any confusion and inconvenience you've experienced.

  Upon reviewing your order details, it seems that you opted for our payment plan, which is why the funds are being pulled from your account bi-weekly for the upright ****** you ordered. We understand your frustration in receiving an item that did not match your expectations.

  We have promptly checked with **** regarding the delivery status of your order, and it was marked as delivered with the tracking number we provided to you. We realize this might add to your concerns, and we sincerely apologize for any discrepancies or issues that *** have arisen from this situation.

  Considering the discrepancies and to ensure our customers' satisfaction, we have decided to refund you the full amount. This refund process has been initiated and you should expect to see the funds reflected in your account within the next 3-5 business days. Additionally, we will ensure that no further payments are taken from your account related to this order.

  Once again, we deeply regret the inconvenience this has caused and thank you for bringing this to our attention. We strive for a seamless customer experience and will take measures to avoid such instances in the future.
  Please do not hesitate to reach out if you have any further questions or concerns. We're here to help.

• Initial Complaint

  Date:08/28/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 ln Aug 1, 23 it is now Ayg 28,23 and i have not recieved the scooter. They did send me a free cane. I have contacted them by e-mail which is the only way you can contact them because they will not answer a phone. I have sent them 8 e-mails and they have answered some. They say they are trying to find ojt what happened to it but haven't found what happened to it. They charged my card as soon as i ordered the scooter. They advertise hassle free refunds but i have asked for a refund several times but they say they are still looking for the problem.

  Business Response

  Date: 09/05/2023

  Thank you for reaching out to us regarding your order. We sincerely apologize for the delay and the inconvenience you have faced.

  Upon investigation, we learned that there was an issue with the address you provided for the ****** which caused some confusion during the delivery process. We've been in contact with ***** and they confirmed the discrepancy.

  We understand the frustration and distress this situation may have caused you, especially given the number of times you tried to get in touch with us. As a gesture of goodwill and to make things right, we will immediately process a full refund for the amount you were charged. Additionally, we will also send you another Upright ****** free of charge as an apology for the inconvenience caused.

  You should expect to see the refund reflected on your card within the next 3-5 business days. Additionally, we will provide you with a tracking number for the Upright ****** once it ships.

  Our goal is to ensure that our customers have a seamless and positive experience with our company. We deeply regret that this was not the case for you, and we genuinely appreciate your patience and understanding in this matter.

  Please feel free to reach out if you have any further concerns or questions. We are here to help.

  Customer Answer

  Date: 09/19/2023

  I have not been contacted by Upright cane on this matter.   So I don't consider this resolved .    Still no product and no refund given!!

  
  

• Initial Complaint

  Date:08/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Saw ad on fb for Upright ******. Googled web page for Upright Cane and phoned the number to place the order on August 10. Order #*****credit card paid $179.95 on August 11. The tracking number was **************************. I noticed that the address that my order was being shipped to was ******** OKinstead of ***************. I called ******** *********** and asked her to forward the order to ******. I received a notice of package delivered to *********** on August 21. The only item received was a free walking cane. **************** says it shows that the items were received. I did not receive the ******. I feel that this company is scamming the elderly. They do not give their address. They will put you on hold each time you try to call them. They do not return calls or emails. Worse company I have ever dealt with. I need to know what I can do to get the ****** or a refund. I am attaching a copy of order and the package the cane was in. Look at the return address ****** .

  Business Response

  Date: 09/05/2023

  Thank you for reaching out to us and providing the detailed account of your recent experience with our company. We sincerely apologize for the inconvenience and frustration you've encountered.

  Upon reviewing your order details, it appears that there was an error in the mailing address you provided for the ******. It was indeed directed towards ************, instead of ****************. While we strive to ensure that our shipments reach our customers correctly, it's also crucial that the provided details are accurate to ensure smooth delivery.

  Having said that, we recognize the gravity of the situation and the discomfort this has caused you. We are committed to making things right. Therefore, we will process a full refund for your order of $179.95. Please allow 3-5 business days for the amount to reflect in your original payment method.

  We genuinely regret the inconvenience this has caused, especially to someone who has placed their trust in our products. We are continually working to improve our systems and processes to ensure such discrepancies don't occur in the future. Please feel free to contact us if you have any further queries or concerns.

  Again, we apologize for the oversight and sincerely appreciate your understanding and patience in this matter.

• Initial Complaint

  Date:08/28/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Purchased Aug 21, 2023. Paid $599.99. They advertised 24/7 support. They advertised free 2 day shipping. They listed phone numbers. They listed support email address. ~ There is no response to phone, email. There is no 2 day shipping. No **** tracking in almost a week. Not able to reach anyone by phone or email. No response from dealer to my phone or emails. Their website is not accurate for above stated reasons. They have my money and I want it back.

  Business Response

  Date: 09/04/2023

  I am genuinely sorry for the inconvenience and frustration you have faced following your order with us. Your concerns are valid and, above all, troubling to us, as our primary goal is to ensure our customers receive the best service possible.
  Based on the issues you've highlighted:
  24/7 Support & Communication: I deeply apologize for the lack of responsiveness. Our aim is to be available for our customers, and it's evident we have fallen short in this instance.
  Shipping Delays: Our promise of 2-day shipping is important to us, and I'm sorry for the delay you've experienced.
  USPS Tracking: I understand the importance of timely updates, and I apologize for the oversight.
  To make this right, we have initiated a full refund of $599.99 to your original method of payment. You should see the refunded amount in your account within the next few business days.
  Your feedback is invaluable as it helps us improve our services and prevent such issues in the future. I assure you that we will be taking measures to address these concerns promptly.
  If there are any further questions or feedback you'd like to share, please don't hesitate to contact me

  Customer Answer

  Date: 09/11/2023

  To whom it may concern. Just to let you know I have not gotten my money back from UPRIGHT CANE. I will give them a few more days but I really have no faith they will refund my money.

• Initial Complaint

  Date:08/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Still have not received product after ordering a month ago. Website says 2-day delivery! Customer support phone number is horrible, no response

  Business Response

  Date: 09/04/2023

  Firstly, I'd like to deeply apologize for the inconvenience and distress you've faced due to the delay in your order and the unsatisfactory experience you had when trying to contact our customer support.
  We have looked into the issue and, unfortunately, it appears that your order was lost in transit. We understand how frustrating this is, especially after waiting for an extended period and being promised a 2-day delivery.
  I want to assure you that we've taken immediate action. As a primary measure, we have initiated a full refund for your order, which should reflect in your account shortly. Additionally, we are actively working with the carrier to investigate the root cause of this mishap to ensure such situations do not recur in the future.
  We acknowledge the shortcomings in our customer support response. We are taking concrete steps to enhance our support system, ensuring that all our customers receive timely and efficient assistance when they need it.
  Once again, I deeply regret the inconvenience caused to you. We genuinely value our customers and will be making continuous improvements to serve you better.
  If you have any further concerns or feedback, or if there's anything else you'd like assistance with, please feel free to reach out to us.

• Initial Complaint

  Date:08/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 order for the Upright ****** on wheels was placed Aug 11, 2023. I paid w/a credit card that is now in dispute w/this company on my charges $179.95. On Aug 24,2023 I received a hand cane in the mail(USPS), but no ****** on wheels. It sent several emails to their listed support customer service w/no resolution. Today (8/25) I tried calling twice with no luck of speaking to anyone in the company. My credit card is now attempting to reclaim the charges as my ordered item was not included in the order , but a non-ordered item was substituted without my permission. Sincerely, *********************** ***************************

  Business Response

  Date: 09/04/2023

  Firstly, I would like to extend our sincerest apologies for the oversight and subsequent inconvenience you experienced regarding your order for the Upright ******. It's evident from your account of the situation that we fell short in meeting the service standards we set for ourselves, and for that, we're genuinely sorry.
  Upon reviewing the details of your order, I'd like to clarify that the hand cane you received was not a substitution for the ****** but rather an additional item provided to our customers free of charge. It appears that the main item, the Upright ******, unfortunately, got lost in transit. We deeply regret this oversight and understand the frustration this has caused you.
  I would like to assure you that we have processed a full refund of $179.95 to your credit card. The refund should reflect in your account shortly.
  We understand the gravity of not receiving the item you ordered, and we deeply regret the subsequent difficulties in communication you encountered with our customer service team. Please know that we are taking this incident seriously. We will be conducting an internal investigation to understand the lapse and to ensure such instances do not repeat in the future.
  We value the trust you placed in our company and hope to regain it. Should you have any further concerns or questions, please don't hesitate to reach out directly to me at [Your Direct Contact Information].
  Again, our deepest apologies for the inconvenience caused, and thank you for your patience and understanding.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20523475
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/13/2023

  Upright Cane . has NOT PAID the refund requested for this lost item in shipment and subsequent cancellation by me on the original order for  $179.95 to my **************** card. The Dispute was removed by me on this card as of 09/05/23.  There is No excuse now for this delayed repayment. 
  ***********************

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

  Customer Answer

  Date: 09/22/2023

  Im writing to inform you of a resolution to my Dispute. 

  On Sept 20th, the **************** has officially closed the Dispute due to the Refund made by Upright Cane. Thank you for your intervention in this matter as it all helped settle this issue

• Initial Complaint

  Date:08/25/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Today is 8/24/23. On 8/14/23 I responded to an online ad on *************** for a mobility scooter. The ad says 2-day shipping. Over $500.00 was charged to my credit card, and one of the company's upright canes was included with the order at no additional charge. I tracked the order from day-1, and made several calls because my scooter was hung up along the way. In 4 days it was shipped by one company to *********** where it sat for over 3 days. Then it was transferred to another shipper for delivery to my city, *************. But, when I went to the post office today, only the "free" cane had been received under the **** Tracking No. STILL NO SCOOTER. That company still has my $500+! I have been on hold for an hour attempting to discuss this situation with someone at the ****************** number: ************. After an hour, my call was DROPPED.

• Initial Complaint

  Date:08/22/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 8/4/2023 i purchased a mobilty scooter from this online store for $599.00. It was suppose include 2day express delivery at no charge. I have sent many emails and only got were checking on this we will get back to you. Which of course they never do. I have called the phone and just get put on hold for a half hour only to have a recording tell me to leave my name and number and someone will get back to me. Again a joke no one does. This unexceptable for a compsny to conduct their business in this fashion. Stealing from seniors is what their in business to do. I wont be out $604.80 i will open a law suit if anyone wants to join in.

• Initial Complaint

  Date:08/21/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 blue scooter 7/31/23 from upright cane for $604.90, to date I haven't received scooter. The only thing received was a cane, which I didn't order. I've tried repeatedly to contact company, nothing. I'm 70 years old, and about to have my hip replaced. I'm on a fixed income and used my rent rebate for this scooter. Now I have nothing. Can you help me?