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:08/21/2023

  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 purchased a buy on get one free Uprightcane, but I never received the second one. I got the first on on July 08,2023. I called the company and told them I had not received the second one and I was told the same thing everyone else has been told. It is now a month later and I still do not have the second cane. They need to honor their deal that they have advertised. My order#**** and my follow up email to them today Aug 08 2023 request#***** at 2:49pm central time. "My order #**** arrived on July the 8th, however it was missing one cane. When can I expect the the second cane?" ****************************

• Initial Complaint

  Date:08/18/2023

  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.

  On 8/2/2023 I ordered a mobility scooter from this company it came with a free cane. They have a 2 day shipping guarantee. They sent me a shipping tracking number on 8/3/2023. The package of what I thought was the scooter didnt get to the shipper until a few days later. The package arrived on Tuesday 8/15/23, however, the only thing that came was the free cane. I contacted the company and spoke with **** after waiting for a live person for almost 20 minutes. He told me the scooter was shipped and should have arrived with the cane and gave me a ticket number for my issue. I told him I would call the post office to find out. I contacted the post office and gave her the postal tracking number, she said that package for that tracking number weighed just over one pound, which couldnt be the mobility scooter. She said there should be another tracking number for the scooter. That is the only number I received so I called the company back again the same day. This time I spoke to ***** and she said she would contact her manager and the shipping people when they came into work in a hour and would call me back the same day within two hours. I have yet to receive a response from them. I have called back 3 times on Wednesday, and 5 times on Thursday. I left a message for a return phone call both days and have not been given a call back. I emailed them also yesterday 8/17/23 and have not been contacted back. I have made a dispute on my credit card for this item since I cannot get ahold of anyone from the company. Every time I call now, I have been on hold waiting for a person to answer for over an hour at times. Sometimes it will send me to leave a message and other times it just hangs up on me.

  Business Response

  Date: 09/05/2023

  Firstly, I'd like to sincerely apologize for the inconvenience and frustration you've experienced in relation to your order and our customer service. We truly understand the urgency and importance of the situation and your concerns are valid.
  Regarding the refund, we are wholeheartedly willing to issue a full refund for your order. However, due to the open dispute with your bank, they have advised us not to process any refunds until the dispute has been resolved. Please rest assured, as soon as the dispute is closed, we are fully prepared to issue your refund immediately.
  We genuinely appreciate your patience during this process and deeply regret the inconvenience caused. We strive for better service and hope to resolve this situation to your satisfaction.
  Again, my sincerest apologies, and thank you for bringing this to our attention. If you have any other questions, concerns, or if there's anything else we can assist you with, please don't hesitate to reach out.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20490711
  
  I am rejecting this response because: my credit card company has not received a response from you. That is a lie that you have been in contact with my bank because it was my credit card and they just sent me a notification that you have not responded to them to date. If you had responded to the credit card company, the dispute would have been closed and my money refunded. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/17/2023

  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 scooter from this company on 8-26-2023. They said it was 2 day delivery but it never got delivered. Instead I received a cane on 8-5-2023, that I did not order. When I tried to contact the company it just rang and rang. I left several voicemails and never heard back. I finally emailed them and got a reply to which they told me that Id have to file a claim with **** and there is nothing more they could do because it showed on their end that it was delivered. This company is a scam. They take your money and send you c*** you didnt order. BUYER BEWARE!!!! Luckily I paid with a credit card and not a debit card so I filed a dispute with my credit card company.

• Initial Complaint

  Date:08/17/2023

  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.

  Aug 3, 2023 order a mobility scooter $539.96. The tracking number that was provided came today as a cane . Can not reach anyone with the numbers find on line . Have sent a email no answer. I think I was scammed.

• Initial Complaint

  Date:08/15/2023

  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.

  I ordered an upright ****** on AUGUST 2, 2023. Said 2 day shipping. Got the text confirming. Then I get a text about an unforeseen delay and the delivery window is August 7 to August 15. Then I kept getting texts stating the delivery was delayed again, but it was sitting there, delayed, in ***********. That was like August 5 to August 13. Today, 8/13, I get a message to update my address because theres a mixup. I do that and within minutes I get a text from **** stating my order was delivered and was either in or by my mailbox. I went out and was very confused as to why I received a SMALL package and not a large box. They sent me their fancy smancy CANE! Thats when my blood started to boil. I called the phone number and waited on hold for 7 minutes so I hit 1 to leave a VM. I left a message requesting that they call me back ASAP. HA! Now I see on here that I wont get a reply. So I am going to my bank today to file a fraud complaint and request the money be credited back to my checking account. If I can file any more complaints I will. And I ALMOST ordered their scooter! To say Im disappointed would be me being nice. But I am LIVID. (As you can tell by my review being a rant.) ????

  Business Response

  Date: 09/05/2023

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration and inconvenience you've experienced with your order. We understand how disappointing this situation has been for you.
  Upon reviewing your case, we've investigated the shipment status through **** and it appears that your scooter was indeed marked as delivered. However, we recognize that you only received the cane, which does not align with what you ordered. This is far from the level of service we strive to provide, and we genuinely apologize for the oversight.
  To make things right, we will be issuing a full refund for the amount you paid. You should expect to see this refund reflected in your account within the next 3-5 business days. We understand that this situation has been very trying, and we want to ensure you are appropriately compensated for the inconvenience.
  We deeply regret that your experience did not match the standards we aim for. Please be assured that we are taking steps to prevent such issues from occurring in the future.
  If you have any further questions or concerns, please do not hesitate to reach out to us. We genuinely value your feedback and hope to regain your trust in the future.

• Initial Complaint

  Date:08/14/2023

  Type:Product 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.

  Hello, I had file a complaint regarding this company but gave you the wrong information. I sincerely apologize for the mistake as Im not computer literate and had to ask someone to help me do a search. I realized I made the mistake when ****** from Drive Medical reach out to me. I realized the address and phone number I gave you is not correct due to the search engine gave me the wrong info. When I made the initial complaint I did a search for the company name, but didnt have the correct info so the company didnt pop up and so I did a manual search on ******* Please help me to get my refund from this company as I ordered a cane thats adjustable but it was still too tall for my mom. I emailed them and they offered a refund or exchange so I asked for an exchange. After waiting for a couple weeks and no cane, I email them 2x and was told the cane is on back order and they dont know when itll be available. I then decided to get the refund since its been so long. Initially they said it was passed the *************************************************************************************************************************************************** The customer support person ******** said the refund will be sent to the financial department and theyll reach out to me within ***** hours. After waiting for couple months with many emails back and forth asking about the refund, I still received the same promised email. The last email I sent them on July 23rd I beg them to let the finance department know this case has been going on too long and to please expedite my request but they stopped responding to that email. Please help me with this case. Thank you so much for your time. The email I emailed back and forth with ******** is *************************************************************. The companys name and phone number that appeared on my credit card statement is UPRIGHT CANE, ************ tel. Best regards ****

  Business Response

  Date: 09/05/2023

  Dear ****,
  Thank you for bringing this matter to our attention. Firstly, I'd like to apologize for any inconvenience and confusion you've faced in your interactions with us. We always strive to offer the best service possible, and it's clear that we fell short in this instance.

  Understanding your concerns:
  1. Incorrect Complaint: I appreciate your honesty in notifying us about the mistake in your initial complaint and providing us with the correct details.
  2. Refund Issue: I understand the frustration of waiting for a prolonged period for a refund. It's unfortunate that the commitment to process your refund within ***** hours wasn't upheld.
  3. Communication: It's concerning that the communication seems to have broken down on our end, especially given the nature of your situation.

  Here's what we will do:
  1. Immediate Investigation: I will personally look into the communication between you and our customer support representative, to understand what went wrong.
  2. Expedite Refund: I assure you, ****, that I will be in direct contact with our financial department to expedite your refund. You have been patient, and it's only fair that we act promptly.
  3. Feedback: We will ensure that feedback is provided to the necessary teams and individuals to prevent similar incidents from occurring in the future.
  4. Open Communication: I'll ensure you are kept informed about the progress of your refund, and we'll also provide a direct contact for any further concerns or queries you might have.

  ****, I apologize once more for the inconvenience you've faced. Please rest assured that we will take swift action to remedy this situation. Thank you for your patience and understanding.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20416052
  
  I am rejecting this response because:

  they have not provided me with the direct contact information that they said they would. theres still no refund that i can see yet. Also Ive been waiting for the refund about 7 months now so I dont trust what they said until I see something like their direct contact information or a refund. thank you so much for taking the time to help.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/14/2023

  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 an Upright ****** on 7/20/23. The price was $179.95 which included free 2 day shipping. After 2 days, I received an email with a **** tracking number stating my order was being packaged. The tracking showed no action, **** had no info. I contacted the company and was told the item was coming from the ******** facility and had to pass through customs, etc. and that I should receive it by 8/1/23. I tracked it every day, emailed the company almost daily regarding its whereabouts and the fact that they should expedite shipping once clearing customs, if that was actually the problem.On August 2nd tracking showed movement from ** to IN to IL. Then on 8/3 received notification that the item had been delivered to my mailbox on 8/3. I was expecting a 25 lb box, did not find one, so opened a claim with ****. Upon checking my actual mailbox, there was an item inside, using the same **** tracking number from Upright Cane company, from ******, **. It contained an Upright Cane. It seems all they did was print another mailing label using the same tracking number and put that in the mail. The **** tracking for that number shows the long trip via **********, beginning on 07/24.I wrote again to the company regarding the "joke" of a delivery, and have heard nothing in reply. I have disputed the charge through my credit card company. They have credited me and are contacting the vendor. The vendor has no standing in arguing the credit.This company seems to be a scam all the way around. Never a direct answer, and then when I demanded delivery of my item, they sent me a cane instead of a ******.There should be some sort of caution to consumers that they are not of good reputation.Thank you.

  Business Response

  Date: 09/05/2023

  Firstly, I would like to offer our sincere apologies for the confusion and frustration that you've experienced with your order. At Upright Cane, our goal is to ensure that every customer receives not only the product they order but also the highest level of customer service.
  To clarify, the ******************** that was delivered to you is a complimentary gift that is included with all orders. It was never our intention to send this as a replacement for the Upright ****** you had ordered. We deeply regret the confusion this may have caused.
  We understand that the main issue is with the delayed shipment of the Upright ****** you ordered. It seems there were unforeseen complications with shipping, especially involving customs, as the product was dispatched from our ******** facility. We acknowledge that this process took much longer than our advertised free 2-day shipping promise, and for that, we sincerely apologize.
  We have taken note of your dispute with your credit card company. Given the circumstances, we are not contesting the credit that they have provided to you. Furthermore, as a gesture of goodwill and to right this wrong, we have initiated a full refund of $179.95. You should see this reflected in your account within 2-3 business days.
  We genuinely regret the inconvenience you've faced, and we are taking active measures to improve our processes and ensure that such issues do not occur in the future.
  Once again, we deeply apologize for the oversight and the distress caused. We greatly value our customers, and we hope to regain your trust in the future.

  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: 09/19/2023

  A few weeks ago I received a notice with a resolution from Upright Cane, LLC regarding the complaint listed above.  In the resolution they stated they would issue a credit of $179.95 to my credit card as a measure of good faith, and that I should see it with in 3 or 4 business days.  Today is September 19 and I still have not seen the credit.  They have not followed through with the resolution that I accepted.

• Initial Complaint

  Date:08/14/2023

  Type:Product 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.

  On July 5, 2023 I ordered an upright ****** from The Upright Cane Company from an ad I saw on ********* The ****** was on sale 60% off with free shipping. I paid $184.90. The confirmation number was #5WLGEGLJ8.Subsequently, I received an upright cane on July 17, which I did not order, but did not receive the ******. I immediately contacted the company and they said to call the post office to see if it was delivered. I called the ***** with the tracking number provided, to see if it had been delivered. They only delivered one package on July 17 and it weighed less than 2 lbs, which I assume was this cane, which I have not used. I contacted the company, they asked me to send a copy of the label, which I did. They said to give 3 to 5 days to investigate. It is now August 6, 2023 and I have contacted them, yet again. They again acknowledged the Email with the same reply, "they are investigating, I told them they don't need to send the ******, simply refund my money.They continue to investigate.

  Business Response

  Date: 09/05/2023

  I am genuinely sorry for the inconvenience and frustration you've experienced regarding your order with The Upright Cane Company. We take these matters very seriously, and we understand the importance of ensuring our customers receive the correct and complete order in a timely manner.

  First and foremost, I want to assure you that we are immediately processing a full refund for your purchase. You should expect to see the amount of $184.90 credited back to your original payment method within the next 3-5 business days.
  While we are processing the refund immediately, we will also continue our investigation with **** concerning the whereabouts of the upright ****** you ordered. Our aim is not only to resolve the current situation but to understand and rectify any issues in our delivery process to prevent such errors in the future.

  Your patience and understanding in this matter are highly appreciated. Please know that our primary goal is to provide exceptional service to our customers, and we regret that we fell short in this instance.
  If you have any further concerns or questions, please do not hesitate to contact us directly. Your feedback is essential to ensure that we can continually improve and serve our customers better.
  Thank you for bringing this to our attention. We value your trust and are committed to making things right.

  Customer Answer

  Date: 09/06/2023

   
  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 refunded me.

• Initial Complaint

  Date:08/14/2023

  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.

  ORDERED A SCOOTER AND RECEIVED DOCUMNETATION W/ TRACKING NUMBER.... A CANE WAS DELIVERED WITH THE TRACKING NUMBER BUT NO SCOOTER. HAVE MADE MULTIPLE PHONE CALLS ABOUT THE SCOOTER AND GET THE SAME RESPONSE... WILL REFER TO SHIPPING DEPARTMENT.. STILL NO RETURN CALL OR SCOOTER

  Business Response

  Date: 09/05/2023

  Firstly, I would like to sincerely apologize for the inconvenience and frustration you've experienced regarding your recent order with us. Please know that such discrepancies are not reflective of the high standards we strive to maintain, and we genuinely regret any inconvenience this may have caused you.

  I want to assure you that we have launched an in-depth investigation with **** to ascertain the whereabouts of your order. It is of utmost importance to us that our customers receive their orders promptly and without any hassles.
  That being said, while we continue our investigation, we understand the urgency and discomfort this situation might have caused you. To alleviate this, we will be processing a full refund for your order. You can expect to see the refund reflected in your original payment method within the next 3-5 business days.

  We deeply regret the oversight and hope that this immediate action to refund your purchase amount demonstrates our commitment to ensuring customer satisfaction. Should you have any further questions or concerns, please do not hesitate to reach out to us directly.

  Thank you for bringing this matter to our attention. We genuinely value your trust and business and are dedicated to making things right.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20445132
  
  I am rejecting this response because: We have waited for this Scooter and was hoping to resolve the issue with a scooter.....
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/14/2023

  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.

  I ordered a mobility scooter online. It was suppose to be delivered on August 5th. I received a email saying it was delivered but it wasn't. I received the came that I ordered with it but not the scooter. I have called them 3 or 4 times now. They keep telling me that someone will call or email me with a follow up but they don't. I needed it by the end of this week August 12th. I just want the scooter or at least my money back.

  Business Response

  Date: 09/05/2023

  Firstly, I'd like to sincerely apologize for the inconvenience and frustration you have experienced with your order. Our aim is to provide excellent service to our customers, and it's apparent we did not meet your expectations in this case.

  Regarding the missing mobility scooter, we are currently investigating the situation with our carrier, **** to determine the cause of this oversight. We deeply regret that this has taken longer than anticipated and understand the urgency of your situation.

  Considering the length of time you've been waiting and the inconvenience you've faced, we have decided to refund your order in full. Please expect to see the refund reflected in your account within the next 3-5 business days.

  While we genuinely hoped you would have a smooth experience with us, we understand that sometimes things go awry. Rest assured, we are taking measures to prevent such incidents in the future.

  Thank you for bringing this to our attention. Your feedback is crucial in helping us improve. Should you have any other concerns or questions, please do not hesitate to reach out directly to our customer relations team.