We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

Upright Cane

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

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

Find a Location

Upright Cane has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:01/04/2024

      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 an Upright Mobility Scooter on Saturday, December 2, 2023. I paid $499.95 for it using Affirm. A tracking # was sent on December 4, 2023, saying Shipping Label Created, ******************, on December 7, 2023 and December 10, 2023 tracking was updated to following Arrived Shipping Partner Facility, ******************. On December 15, 21, 22 and 24 tracking repeatedly updated to the same thing Departed Shipping Partner Facility, ******************. On December 24 it finally seemed to be on the move, Arrived at **** Regional Origin Facility, QUEENS ** DISTRIBUTION CENTER. And on December 27 I received the following notification Delivered, In/At Mailbox. Your item was delivered in or at the mailbox, I knew we had a problem. You cant put a mobility scooter in a mailbox, I have a ring doorbell, nothing was brought onto my property, when I got home I found a fold up cane in my mailbox, not the scooter that I ordered. I have since tried reaching out by phone and e-mail and have gotten no response. I have filed a dispute with Affirm to stop payment. This company is a complete fraud.

      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: 01/08/2024

       
      Complaint: ********

      I am rejecting this response because:
      I have called and left repeated voice mails with no return calls. I also sent an email on 12/28/2023 with no response to my email. Upon further investigations of this company Ive discovered that the only thing they send out, know matter what is ordered, is a cane. Upright cane is a complete scam.


      Sincerely,

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

      Business Response

      Date: 01/09/2024

      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:01/04/2024

      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.
      I paid for a scooter and it never got to my home

      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: 01/12/2024

       
      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.

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

    • Initial Complaint

      Date:01/04/2024

      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.
      On 21 June 2023 I ordered online an Upright ****** rollator for my husband. Order # **** My Navy ******************** was charged $179.95. A free cane was promised with the online promotion. The cane was delivered but the Upright ****** was never received. On July 11 2023 I sent an email to customer service about the missing ******. The reply stated that estimated delivery was 7/16 and if there was no package received after that day I should contact them back. I sent a second email on July 19th notifying that the ****** had still not been received. I received a reply apologizing for the delay and that "we are pleased to inform you that your upright ****** has now been shipped and is on its way to you." When I sent another email I was told to wait until 7/31. On August 4th I received an email saying that they were actively investigating the status of my shipment. On Sept 15th I emailed customer service again after waiting 12 weeks and requested a refund. I received an email that the issue was still being investigated. Two weeks later I was hospitalized and am just now able to contact you to see if BBB can help resolve this for us.

      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: ********

      I am rejecting this response because:

      This message is the same response I received to every one of my inquiries as to the status of my order.  I was never given contact information so I could speak to a human and messages left on their phone went unanswered.  It's been 7 months since I placed the order and my credit card was charged. 

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

      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

    • Initial Complaint

      Date:01/03/2024

      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.
      December 10, 2023 purchased a mobility scooter I didn't get my order number but I made my order throught Affirm with an loan. Since I didn't get an invoice I contacted the company to let them know I didnt get an order number and that the order went through Affirm they accepted the loan. I received an email back on December 12 , 2023 from **** from customer service who didn't know I had placed an order. I told him I did and it was accepted by the company. He told me in order to help me he need the invoice number. I told him the issue and that the company was a scam and the next email I received was from ****** on December 12, 2023 stating the same thing still did not get any invoice information. I then contacted ****** to dispute the charge. This was after I tried reaching the company several times via email. Affirm put in a dispute on December 12, 2023 and temporarily stopped the loan. On December 14, 2023 someone from upright cane emailed me for my address and I received a walking cane in the mail. My original order was for a mobility scooter not a walking cane. On December 29, 2023 Affirm has decided in favor of Upright Cane and reestablished my loan payments. ****** says they have made this decision after contacting Upright Cane, who provided evidence that the item was delivered in the correct address. I was purchasing a mobility scooter for my 85 year old mother for Christmas and ended up with a $499.95 loan and nothing.

      Business Response

      Date: 01/04/2024

      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: 01/04/2024


      Complaint: ********

      I am rejecting this response because

      I do not believe they will foll through. I tried calling them today January 4 **** was on hold for over 2 hours and hung up on many times. When I did get through to someone and told th my name they hung up on me. I even summited a return online as they required and I only got a we will get back to you. 


      Sincerely,

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

    • Initial Complaint

      Date:01/03/2024

      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 called and spoke to a gentleman about a next-day shipping scooter for a vacation. This was for my 82-year-old grandma. I was assured it would arrive in time. It's been 28 days since it should have arrived, and it never came. I checked BBB and saw all of the scams they run. The story is always the same. The item claims it finally shipped but can't be delivered, or it's a cane instead of a scooter. My tracking info said it was shipped, but the hotel manager waiting for it said it never arrived. I am a content creator on TikTok who posted a video warning people about this "family-owned business." ************ has scammed several people in the comment section as well. What they are doing is illegal and should be faced with legal action. They will not refund me my money; the only resolution I will accept is an immediate refund.

      Business Response

      Date: 01/04/2024

      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: 01/04/2024


      Complaint: ********

      I am rejecting this response because:
      They did not issue a refund which is all that I want. The scooter wasnt sent next day and its been over 4 weeks. 
      Sincerely,

      ***** *

    • Initial Complaint

      Date:12/29/2023

      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.
      The offer was for two (2) canes (Order #**** dated Feb. 28, 2023).One cane was received but the second cane never was received. I have several copies of emails I sent to the company at ********************************** but never received the second cane nor acknowledgement from the company. I do have a note that the mailing address is *****************************. I request my complaint be filed and BBB proceed with any legal course of action. Thank you.*************************

      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:12/29/2023

      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 December 8, 2023 I was searching on the internet for a mobility scooter. I happened on this website and ordered the mobility scooter for $499.99. The order number was #*****. As the delivery date was pushed back and I talked with my family we were concerned my information might be compromised because I did not pay with a credit card, it was a direct withdrawal from my checking account. I was notified this week that my delivery was coming. I received a walking cane.

      Business Response

      Date: 12/29/2023

      Greetings,

      We hope this message finds you well. We want to inform you that we are currently awaiting stock to fulfill your order. We apologize for any inconvenience this delay may have caused.

      Rest assured, we are working diligently to expedite the process and will ship your order as soon as possible. We appreciate your patience and understanding.

      Thank you for choosing Upright Cane  We value your time.

      Best Regards,
      Team Upright Cane

      Customer Answer

      Date: 12/29/2023


      Complaint: ********

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:12/27/2023

      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.
      On November 16th 2023 I ordered a scooter from upright canes I did not receive the scooter but I received a cane on December 6th on they add it says you will receive your product within two business days which I did not I spent $300 already and they refuse to give me a refund saying that they already delivered the scooter and they did not I just received the cane

      Business Response

      Date: 12/28/2023

      Greetings,


      We hope this message finds you well. We want to inform you that we are currently awaiting stock to fulfill your order. We apologize for any inconvenience this delay may have caused.

      Rest assured, we are working diligently to expedite the process and will ship your order as soon as possible. We appreciate your patience and understanding.

      Thank you for choosing Upright Cane  We value your time.

      Best Regards,
      Team Upright Cane

    • Initial Complaint

      Date:12/27/2023

      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 mobility scooter on November 22, 2023 from a company called UPRIGHT CANE. This was supposed to have been a two day delivery and when it was about December1, 2023 I notified a person named **** from customer service. I have contacted him over 20 times to find out where my scooter was at!! First of all he told me there was no such order!! Then he told me that it was taking a little longer to get it out to me!!!! In the meantime I got an order for a cane, which I didn't order, I contacting him about that!!!! Time and time again I have complained to him about this!!!!! Now he told me it was on the way again and still haven't received it and it has now been a month!!! I AM TIRED OF THE STINKEN RUNAROUND AND ACCORDING TO REPORTS THERE HAS BEEN A LOT OF OTHER PEOPLE RIPPED OFF, NOT GETTING WHAT THEY HAD ORDERED!!!!!!!! I WANT RESULTS!!!!!!!!!!!

      Business Response

      Date: 12/28/2023

      Greetings,


      We hope this message finds you well. We want to inform you that we are currently awaiting stock to fulfill your order. We apologize for any inconvenience this delay may have caused.

      Rest assured, we are working diligently to expedite the process and will ship your order as soon as possible. We appreciate your patience and understanding.

      Thank you for choosing Upright Cane  We value your time.

      Best Regards,
      Team Upright Cane


      Customer Answer

      Date: 12/28/2023

       
      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: 01/08/2024

      I want to pursue action against Upright if I don't hear from them by the end of February 28. I have been patient long enough with them!! I ordered the mobility scooter on November 22, 2023, I have waited long enough!


    • Initial Complaint

      Date:12/22/2023

      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 a mobility scooter 12/01/23 and was not delivered a scooter but a cane. The amount for the scooter was listed $499.95 and the finance charges for Affirm for total charges $530.23. What I received in the mail was a cane. I have tried to contact Upright Cane with no answer and they said in an email they would review this but no answers to date. Upon reading these other complaints I want this money reimbursed back to me.

      Business Response

      Date: 12/22/2023

      Greetings,

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

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

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

      Sincerely,
      Upright Cane
      Customer Service Team

    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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.