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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered an electric scooter from upright cane. Took out a loan through Affirm to pay the ****** price of the scooter. I fell shortly after that and was in a rehab center for all of January. Upon returning home I found what I recieved from upright cane a cheap walking cane ,Im not nor did I order a walking cane I am not paying ****** for a walking cane I demand a refund ,for I am not paying Affirm on this loan until I get satisfaction. I did not get a invoice with my package,nor a routing number.

      Business Response

      Date: 01/25/2024

      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:01/22/2024

      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 scooter on December 1st and have not received it. I am making payment through Affirm. I have texted them multiple times and they say they are reviewing my complaint. I called but they never called back.

      Business Response

      Date: 01/23/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

      Customer Answer

      Date: 02/05/2024


      Complaint: ********

      I am rejecting this response because:
      I never really got an offer. Just telling me to be patient. 
      Sincerely,

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

    • Initial Complaint

      Date:01/19/2024

      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 was online looking at scooters and found one with uprightcane.Com. only when I went in to order and pay you had to sign with a loan company couldn't pay with bank card. The upright cane also had a bonus within so many minutes and you get a cane The loan company was affirm.com which I believe is a scam also now that I'm thinking about it. I've called both companies I get a hold of affirm file about it to getting no help yet. I also called uprightcane lefted message after message and waiting on the phone line for over a hour no one answered nor call me back. Affirm keeps saying they need more Information what I sent to you is all the Information I have. Also going to try canceling the rest of the loan and I need help with all the credit score companys if possible. ****** is a lot of many to not get back. Last I'm not sure which state the scooter was ordered from, but the phone number is the same for ***************, ** Also I was having the scooter shipped to ***** ************** ******* ** ***** they sent a cane worth ***** dollar. A cane that was a bonus. I already made one payment which was $166.65 on January 5 ************************************* February and March till I pay the ****** in the loan. Getting a***** dollar cane for ****** dollars is a scam and affirm the loan company knows that. Also I need for all the credit reporting companies to know about this scam and clear me! Thanks so much

      Business Response

      Date: 01/23/2024

      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:01/18/2024

      Type:Product 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 purchased a mobility scooter from Upright Cane on December 4, 2023 and after waiting 3 weeks, I received a cane instead of the scooter. I've called and emailed so many times trying to get a refund and they never responded. I filed a dispute with Affirm because they sent me the wrong item and I got the wrong thing, but Affirm is letting Upright Cane scam me out of $450 because the cane I received wasn't damaged when I got it, even though I got the wrong product. Upright Cane is scamming disabled people out of money! Affirm needs to cut ties with Upright Cane because they are enabling this company to scam disabled people.

      Business Response

      Date: 01/18/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

      Customer Answer

      Date: 01/18/2024


      Complaint: ********

      I am rejecting this response because:

      This is a canned copied and pasted response with no follow through. I am 100% convinced this store is a scam designed to scam disabled people. Disgusting. I will only accept a full refund for the mobility scooter. I dont even want the scooter anymore because I am also 100% convinced that the Upright Cane Mobility Scooter doesnt exist, and that I paid $450 for a scooter that doesnt exist. Refund is all I will accept.

      Sincerely,

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

      Business Response

      Date: 01/23/2024

      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:01/17/2024

      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.
      Order #***** on 11/8/23 - Upright ****** / On 11/20/23 only received an upright cane worth ***** according to their website. After spending hours on phone unsuccessfully trying to contact customer service, I send the following email I ordered and paid $179.95 for the upright ******. I received the upright cane. Im sure this was unintentional. Please contact me ASAP with information of when I will receive the ****** and instructions for returning the cane. I get an email response suggesting a neighbor or someone may have received the package and suggesting I look around my house and neighborhood. On 11/21/23, I respond with the following: The cane was in a small wrapped white package inside my mailbox delivered by my mailman along with other lettered mail. No package large enough to contain an upright ****** was delivered. My husband was home, saw mailman deliver small wrapped package into mailbox. No other package was delivered. I'm sure you understand I would not pay $175.95 for a cane. It is my hope we can resolve this matter soon. I read the reviews online and in good faith I ordered the upright ****** thinking it would arrive promptly. As this is an assistive device, you understand I ordered it because it is needed. I did not order a cane. What I need and ordered is the UPRIGHT ******. I sincerely hope we can resolve this issue. At this time, I am an extremely disappointed customer. I received emails x2 since that time, the first was apologies and promised to investigate; the 2nd stating they had an unexpected decrease in inventory and would send the ****** once back in stock. To this date I have not received the ******.

      Business Response

      Date: 01/18/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

      Customer Answer

      Date: 01/20/2024


      Complaint: ********

      I am rejecting this response because: This response is very similar to the last response I received on 12/20/23. I resent my mailing address as requested, and never got another word from upright cane until this communication through BBB. With this recent, same response from upright cane, if the upright ****** cannot be delivered within the next week, then the best resolution is to refund my 175.95.

      Sincerely,

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

      Business Response

      Date: 01/23/2024

      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:01/15/2024

      Type:Delivery 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.
      Order placed on November 21, 2023 Purchase price of $599.95 Purchased an electric mobility scooter We have not received the product. Business says because they sent a walking cane that is my delivery.Upright Cane has not tried to resolve anything. I have been unable to contact them by telephone or get a response by email.Tracking # ************************** I had an email correspondence with **** in their support department. He had stated the item was delivered. My home has exterior cameras and the **** never delivered a scooter, and it surely will not fit in my mailbox.

      Business Response

      Date: 01/18/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

      Customer Answer

      Date: 01/18/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, I will accept the message, and will wait to see to what the resolution will be.


      Sincerely,

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

    • Initial Complaint

      Date:01/12/2024

      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 placed an order for a mobility scooter on Monday 11/27/23. I chose the installment plan through the company Affirm. There were to be 3 payment installments of $166.68 I ordered the scooter in purple for $499.00. The offer included a "free" upright cane. My first payment was due 12/30/2023. I received the cane on 12/19/2023, but not the scooter. On 12/28 I sent an email to upright cane asking about the status of my mobility scooter. I stated that I wanted to cancel my order and return the cane, which I do not need. On 12/28/2024, I also called Affirm to cancel my automatic payment of $166.68 for 12/30/2023 because I had not received the scooter and was trying to contact the company to cancel my scooter order and return the cane. I spoke with *****, who assured me the payment would be canceled. On 12/29/2023, I received an email from ****** at Upright Cane saying the scooter should have arrived with the cane on the same day, 12/19/2023 and to look around my house and neighborhood. I did and found nothing. I have not had any issues with porch package thefts, therefore I question the validity of the scooter delivery with the cane.i would like to return my cane and have my order cancelled. I would like to be cleared from owing Affirm any money.

      Business Response

      Date: 01/13/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

      Customer Answer

      Date: 01/15/2024


      Complaint: ********

      I am rejecting this response because: there were no options listed in the response from Upright Cane. I am at risk of going to collections with the ************** if I don't pay them. I still don't have the mobility scooter, that was to be delivered within two days of ordering, according to the online website. Alternately, the mobility scooter should have been delivered with the cane on 12/19/23, according to the email from Upright cane. The order was submitted on

      11/27/23. I'd like to know the options Upright cane is offering.

      Sincerely,

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

      Business Response

      Date: 01/18/2024

      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:01/12/2024

      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.
      August22/23 bought 2 scooters never received called they email me that is is coming but nothing

      Business Response

      Date: 01/13/2024

      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:01/08/2024

      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 medical scooter from Upright Cane Company on December 8th. On December 24th, I notified them that I did not receive a scooter, but got a cane that I didn't order as asked what gives. E-mails were sent back and forth and they finally stated that the scooter was delivered on December 23rd. It was not. I have a RING camera and find no evidence that a box big enough to hold a scooter was delivered. I informed them of this several times and finally someone suggested I look this company up under you website.

      Business Response

      Date: 01/08/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

      Customer Answer

      Date: 01/14/2024


      Complaint: ********

      I am rejecting this response because:  They have not reached out to me. This is a "canned" response that they send to you.  I would expect some response to me. 

      Sincerely,

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

    • Initial Complaint

      Date:01/05/2024

      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 mobility scooter on 12/10/23 from Upright Cane. I took out a personal loan from affirm. Per order item came with 2 day shipping. I have never got the scooter unable to reach anyone at Co. Phone number. I've emailed customer support but after a few emails exchanged Never heard from them again. Looks like multiple complaints on bbb site. I just want the loan canceled on their end so I can get my money-back. As a recent Amputee I need this product very badly and this is very hurtful.

      Business Response

      Date: 01/08/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

      Customer Answer

      Date: 01/09/2024

       
      Complaint: 21101880

      I am rejecting this response because: i have sent several verbal messages with no callback 

      And then no one has even responded to my email 

      At this point I just want my money refunded for the affirm loan

      Sincerely,

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

      Business Response

      Date: 01/10/2024

      Greetings,

      We appreciate your continued patience regarding your order with Upright Cane. We understand the importance of your concerns and are actively investigating the issues raised in your recent communication.

      Our team is committed to resolving this matter promptly and providing a satisfactory solution. We apologize for any inconvenience caused during this process.

      We appreciate your understanding and look forward to resolving this matter to your satisfaction.

      Sincerely,
      Upright Cane
      Customer Service Team

    Upright Cane is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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