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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:08/10/2023

      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 purchased an upright ****** for almost ****** on July 28th 2023. On the website it said delivery 2-3days because it was a **** *************** Fla. I purchased the next day delivery. Here it is August 9th 2023, I received a cane in which I did not order! I called and call and some lady had a rooster in the background. I told the lady and she stated that it's only a partial package and she gave me the tracking number in which that was that small cane I did not request. I wanted my money back but she hung up twice

    • Initial Complaint

      Date:08/08/2023

      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.
      Placed an order on July 29th for a mobility scooter. Paid $599.95 by debit/credit card. Order wasn't being shipped, I contacted them twice and they said it was on its way. I received "my order" today Aug. 7th 2023. I did not receive a mobility scooter. I received a $40 cane!!! I want my $ back. $599.95 + $4.95 shipping protection for a total of $604.90.

    • Initial Complaint

      Date:08/08/2023

      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.
      Date of Transaction: July 11, 2023 Inv. # **** Amount of money paid the business: $792.86 They advertised two day free shipping. They stated their warehouse was in ***************. I even asked if I could just go to their warehouse to pick up my order. I've given them many opportunities to rectify this. I wanted my products that I ordered. July 12th I received this email. Some items in your order are on the way. Track your shipment to see the delivery status.July 20th I tried calling. Phone customer service is unreachable so I sent customer service an email from their site. I've attached correspondence in an attachment. On Saturday, July 29th a upright cane showed up which was not part of my order. Picture attached with packaging. I ordered an upright ****** and a mobility scooter. Supposedly the cane was from a donation I made that in their invoice they call it a tip. It was supposedly for a nonprofit. I was able to talk to a customer service **** **** on Monday, July 31st that asked if I'd wait till the end of the week to see if the ****** showed up. She didn't know when the scooter would come. She had agreed to email me a copy of our conversation. Never received it. I waited a whole week and I'm purely disgusted.I have asked for a refund. Have not heard back. When you receive nothing from your order when advertising 2 days and I took the shipping protection. How does that work?

    • Initial Complaint

      Date:08/01/2023

      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.
      Ordered a blue upright ****** from Upright Cane Company using my **************** credit card on July 17th, 2023. There website says free 2 day shipping. Never received the product and they have given me all kinds of false shipping information. Now they will not answer any calls and will not respond to my email. This company is a scam and I want a refund. They have caused my wife to have to use a wheelchair after coming home from the hospital while waiting for an upright ****** from another company. They should be banned from the internet. I can provide documents if needed.

    • Initial Complaint

      Date:07/31/2023

      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.
      Purchased an Upright Cane from Upright Cane *** based in *************** *******. It was buy one get one . I received one but not the other. They owe me a ***** refund. Have been promised but have not gotten my refund. I also purchased a mobility scooter for my husband. They said it was delivered But I did not get it. Calls to the company have been futile. At my **** end!

      Business Response

      Date: 09/05/2023

      Firstly, we want to express our sincere apologies for the inconveniences and frustrations you have faced with your recent orders from Upright Cane Co.
      After thoroughly investigating your case, we found that the second cane you were supposed to receive was unfortunately lost in transit, as noted by our carrier, ***** We genuinely understand how frustrating this is for you, and it's far from the seamless experience we aim to provide our customers.
      Due to the inconvenience caused, we have processed a full refund of $35.95 for the cane that did not arrive. Additionally, we understand the concern regarding the mobility scooter that you haven't received, even though it was marked as delivered. For the inconvenience and mishaps associated with both items, we have submitted a full refund for your order.
      You should expect to see this refund reflected in your account within the next 3-5 business days. If there are any delays or issues with this, please don't hesitate to get in touch, and we'll ensure the situation is promptly addressed.
      We deeply regret the distress this situation has caused you, and we're actively taking measures to prevent similar issues in the future. We value your trust and hope to serve you better next time.
      Thank you for your patience and understanding.

    • Initial Complaint

      Date:06/13/2023

      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.
      The ad offered a free cane when purchasing one for $49.95. Only one cane was received (the reason was out of stock. After waiting several months and emailing the company without any response, I am requesting BBB to intercede. Thank you.**************************** *******************************************************************

    • Initial Complaint

      Date:05/31/2023

      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 a uprightcane buy one get one free for $49 in March I received the first cane 3 months later I still have not received the second cane been trying to communicate with the company and all I keep getting is they had to send to their warehouse in order to get more canes if this is a ** company as they claim why is it taking so long for them to send to a warehouse this company is taking advantage of senior citizens on a budget and they need to be stopped

      Business Response

      Date: 06/03/2023

      We sincerely apologize for the inconvenience and frustration you have experienced regarding your order for the buy one get one free upright cane. We deeply regret the delay in receiving the second cane and the challenges you have faced in communicating with our company.

      Please be assured that we take your concerns very seriously. We understand the urgency of this matter and the impact it has on our customers, especially those who are on a budget. We want to assure you that we are escalating this issue and taking immediate action to resolve it.

      Our team is investigating the delay and the need to send the order to our warehouse. We are actively working to expedite the process and ensure that the second cane is shipped to you as quickly as possible. We apologize for any confusion or miscommunication that *** have occurred during this time.

      We understand the importance of providing quality service to our customers, especially our senior citizens. We want to assure you that we are committed to rectifying this situation and ensuring that you receive the product you ordered promptly.

      We appreciate your patience and understanding as we work towards a resolution. Our customer support team will be reaching out to you personally to provide updates and assist you throughout this process. Your satisfaction is our top priority, and we are dedicated to resolving this matter to your utmost satisfaction.

      Once again, we apologize for any inconvenience caused, and we genuinely appreciate your feedback. If you have any further concerns or questions, please don't hesitate to contact our customer support team directly.
      Thank you for bringing this matter to our attention, and we assure you that we are taking the necessary steps to resolve the issue promptly.

      Customer Answer

      Date: 06/05/2023

       
      Complaint: 20122457

      I am rejecting this response because: they have been sending me the same message for the last 3 months (see files that have been sent when I open the complaint). It says the exact same thing that they just wrote but I still have not received anything from them, they advertise that they're paying ship within two business days why weren't the canes shipped together how long do I have to wait for the cane to come from the warehouse. I just want what I paid this company for and they're refusing to honor what they advertise but yet and still they're taking people's money that's really not right

      Sincerely,

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

    • Initial Complaint

      Date:05/23/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered under the advertisement: Two canes for the price of one. I received only 1 cane, but I was charged for two canes. I have repeatedly tried to contact the company by phone. I did reach someone once who promised to look into it. On another occasion after nothing was done about my phone call, I emailed them to say that I had receieved only one cane and was charged for 2, an action contrary to the promise of two canes for the price of one; I received one cane for the price of 2!!! I am so very tired of calling and emailing without results! This company should be held accountable for its promises!

      Business Response

      Date: 05/26/2023

      We deeply apologize for the inconvenience you have faced with your recent order for two canes. We understand your frustration and disappointment with receiving only one cane while being charged for two. This situation is certainly not in line with our promise of providing two canes for the price of one, and we take full responsibility for the error.

      We sincerely apologize for the difficulties you have encountered in reaching our company by phone. We acknowledge that our communication channels have been insufficient, and we are actively working to address this issue. Please know that we value your feedback, and we are committed to improving our customer service.

      We have reviewed your email regarding the missing cane and the overcharge, and we apologize for the delay in resolving this matter. Our customer support team has been alerted about your case, and they will prioritize it to ensure a swift resolution. They will be reaching out to you directly to rectify the situation and provide a suitable solution.

      We understand your frustration with the lack of results thus far, and we assure you that holding ourselves accountable for our promises is of utmost importance to us. Our goal is to make this right and regain your trust in our company.

      Thank you for bringing this matter to our attention. We appreciate your patience and understanding as we work towards resolving this issue promptly and providing you with the service you deserve. Should you have any further concerns or questions, please feel free to reach out to our customer support team directly.

    • Initial Complaint

      Date:05/09/2023

      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.
      On Feb 18, 2023 I ordered 2 canes, which were to be buy one get one free for $49.95 On Mar 11, 2023 I received one cane . After much communication between ******** and myself about getting the 2nd cane which was part of the order. By Mar 17, 2023 I was so disgusted with their customer service, I decided I wanted neither cane , which was pretty flimsy which I stated to them on Mar 19.A lot of back and forth with them telling me it has to go to their finance **** for refund. More back and forth about every week, the last email from me on May 3, and from them more bs about their finance ****. The last emails from them were from Bernalyn.Order # ****...$49.98

      Business Response

      Date: 05/26/2023

      We sincerely apologize for the inconvenience you have experienced regarding your order for two canes placed on February 18, 2023. We deeply regret the delay in receiving the second cane and the subsequent unsatisfactory customer service you encountered during your interaction with ******** and *********

      Please be assured that we take this matter very seriously, and we have launched a thorough investigation into what transpired. Your feedback is invaluable to us, as customer satisfaction is our top priority. We understand your frustration and disappointment with the quality of the cane you received, and we apologize for falling short of your expectations.

      We want to assure you that we are committed to resolving this issue promptly and to your satisfaction. Our customer support team has been notified about your case, and they will reach out to you personally to address the matter. They will work diligently to provide a solution and ensure that the refund for the unfulfilled portion of your order is processed as soon as possible.

      Once again, we apologize for any inconvenience this has caused you and appreciate your patience and understanding throughout this process. We value your business and are dedicated to rectifying this situation to restore your faith in our company.

      If you have any further concerns or questions, please don't hesitate to contact our customer support team directly. We are here to assist you and resolve this matter to the best of our abilities.

      Thank you for bringing this to our attention, and we look forward to resolving this issue promptly.

      Customer Answer

      Date: 05/29/2023

       
      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: 06/28/2023

       
      On 5/8/2023 I filed this complaint with Shop Upright Cane Co. It took a while for them to respond, 5/26/2023, and when I read their response I felt they would be true to their word and process
      my ***** refund so I accepted their response. Well, it's been a month and I've received nothing from them.

    • Initial Complaint

      Date:05/05/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 complaint arises with the confusing advertising Buy 1 upright cane get one free. This is a limited time offer while stock lasts.period. Then another add 2 upright canes to your order to take advantage of this deal! I ordered one because by the language of ad I didnt want to order 2 and thought this would qualify for the buy one get one free? My question was this a confusing ad? I have responded with an agent several (many times) explains the ad was confusing. But, before I placed my ad I talked with an agent and was told you buy one, you get one free,. Unfortunately she told me wrong. I didnt get her name??. And the next time and the **** emails following to ******** (customer service). I have no, and have asked, to speak to someone to no avail. Please advise.Thats y story and if you could assist me in anyway to talk to someone in authority I most certainly would appreciate your assistance! Thank you.

      Business Response

      Date: 05/22/2023

      We apologize sincerely for the confusion and frustration caused by the advertising for the "Buy 1 upright cane, get one free" offer. We understand that the language used in the ad, along with the additional promotion of adding two upright canes to your order, may have created ambiguity and misled you regarding the eligibility for the buy one get one free deal. We deeply regret any misunderstanding that occurred.


      We apologize if our customer service agent provided you with incorrect information regarding the promotion. We understand how important it is to receive accurate and ***************** when making a purchase decision. We sincerely apologize for any inconvenience caused by the misinformation and the subsequent difficulties you faced in trying to resolve this matter.


      We want to assure you that we take your concerns seriously, and we are committed to addressing them and providing a satisfactory resolution. To better assist you, we have escalated your case to a higher authority within our company. They will personally review your situation and ensure that your concerns are addressed appropriately.


      Our customer support representative will be reaching out to you shortly to gather additional details and assist you further. They will also provide guidance on how to communicate with someone in a position of authority within our organization. We understand the importance of speaking with someone who can effectively address your concerns and provide the necessary assistance.


      Once again, we apologize for any confusion caused by our advertising and for the inconvenience caused by the misinformation provided by our customer service agent. We appreciate your patience and understanding throughout this process, and we are committed to rectifying the situation to the best of our abilities.


      If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out. We are dedicated to resolving this matter and ensuring your satisfaction.

      Customer Answer

      Date: 05/22/2023

       
      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,

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

    Upright Cane is NOT a BBB Accredited Business.

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