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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:12/22/2023

      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.
      On December 10th, I discovered Upright Cane when I was looking for an affordable electric scooter for my sister who is waiting for a knee replacement. I ordered it and was directed to Affirm for the payment. I was then taken back to the Upright Cane website where there was a "your order is complete" page with NO ORDER NUMBER OR CONFIRMATION NUMBER. Since I had given them my email address, I figured that information would be sent to me via email. I didn't think anything of it until I went to check on the email the next day and there was NOTHING from Upright Cane. I went to Affirm and low and behold... there was a $500 "loan" set up for me to pay for this imaginary scooter. I tried to contact the Upright Cane company about it through email and over a few days, I had received (probably) automated replies repeatedly asking me for my order number... which, of course THEY NEVER GAVE ME. I then tried calling the number given as a contact number (the same one BBB has listed) and I was on hold for *********************************** I called them back right away and I sat on hold again for about an hour and a half. NO ONE CALLED ME BACK EVEN THOUGH I LEFT MULTIPLE MESSAGES. I then began working on trying to cancel the loan through Affirm. They are asking me for all of the order information and proof that I don't have the scooter. I am telling you, I am completely fed up with this mess!

      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

    • Initial Complaint

      Date:12/19/2023

      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.
      We were promised 2-day delivery and we have been waiting a week and a half. We cannot contact the company they will not return answers to multiple e-mails. I have called with no answer on hold for hours. I just want what I paid for. I believe their constant price changes for their scooter is a scam, and they have no intentions of sending it to us.

      Business Response

      Date: 12/19/2023

      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

      Customer Answer

      Date: 01/05/2024


      Complaint: ********

      I am rejecting this response because: I never received the scooter or a refund.

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

    • Initial Complaint

      Date:12/17/2023

      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 am 81 years old on oxygen 24/hrs a day at home and if out. I order the mobile electric scooter and was to receive a free cane using Klarna in September, 2023. On September 14 I sent my first email requesting status because we hadn't received anything. They said it was shipped. On September 21st I received a package from post office with the cane only. I contacted company and they said they would look into. I still have package and can provide tracking number from post office (**************************) but no scooter after 28 emails the last one October 30 I request they provide tracking number because they said I received it 9/21. I contact Klarna 3 times and requested they stop payment cause I did not have or never received the item. They processed one payment $102.63 then I stopped payment on any future payments. I contacted them today because they tried to deduct 2 more payments and they said the company told them I received the scooter and provided documentation. I asked for documentation and they gave me the original tracking number I have for the cane received. The original amount was $619

      Business Response

      Date: 12/18/2023

      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

      Customer Answer

      Date: 12/18/2023


      Complaint: ********

      I am rejecting this response because:  They have been investigating since September and continually deny the complaint stating that I have received the scooter.  The tracking number I have supplied and verified with the post office is for the free cane that was offered with the original order.  We just want to be refunded for the amount that was paid through Klarna and no further communications.  We never received a scooter and no longer want one, even if they were to send one now.  

      Sincerely,

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

    • Initial Complaint

      Date:12/15/2023

      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 order a foldable mobility scooter advertised on sale for $499.95. I received a foldable walking cane for $39.95. I have tried calling the Upright Cane company number listed on their website: ************ and received no answer. I sent an email to their support email: ********************************** and received no response. I got approved for a loan through Affirm payment plan. I got approved for a loan amount of $499.95 with 12 payments of $50.22. The first payment of $50.22 has been drafted from my account. I did see a lot of consumer complaints of the same issue. Other consumers, like me, have ordered a foldable mobility scooter and they only received a foldable walking cane too. Please help get our refund of monies paid and cancellation of Affirm payment plan or send the correct product. Thank you.

      Business Response

      Date: 12/18/2023

      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

      Customer Answer

      Date: 12/23/2023

       
      Complaint: 21011645

      I am rejecting this response because:
      There is no concrete response if I will get the original foldable mobility scooter I ordered. If so, what is the date I can expect to receive it? If the product cannot be obtained and shipped to me in a timely manner then I would like a refund and a confirmation email stating which actions they will take refund or deliver the product.

      Thank you
      Sincerely,

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

      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

      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: 12/29/2023

       
      Complaint: 21011645

      I am rejecting this response because:
      There is no definitive time frame for me to receive the product. I would like a refund of monies already paid via affirm payment plan. Cancel my order & submit refund. Thank you!
      Sincerely,

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

      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

    • Initial Complaint

      Date:12/15/2023

      Type:Customer Service 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.
      They continue to hide from. My phone calls and I haven't seen nothing from his company when I call they pick the phone and realize that it's me and hang up.i want my money back I'm a poor person. On soc sec. , thet shouldn't be allowed to do this

      Business Response

      Date: 12/18/2023

      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

    • Initial Complaint

      Date:12/14/2023

      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.
      This order was for 2 Canes and almost 6 months later, and at least 10 emails to Customer Support, I still have not received my 2nd cane. Also this order was suppose to arrive within 2 -3 days, it took 14 days and only one cane. I PAID $44.90 for 2 canes, only 1 delivered. When you try to call the number for customer support, one must hang up because its over an hour and you only hear music. The latest email asked for my order # but I still havent heard back from them.

      Business Response

      Date: 12/15/2023

      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.

      We will proceed with your  refund for this order. [Please ship the cane back to the following address address and email ** the shipping slip.
      Address: ******************************************************************************************************

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

      Sincerely,
      Upright Cane
      Customer Service Team

    • Initial Complaint

      Date:12/13/2023

      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.
      Ordered my mom a scooter from this business and they sent a ******. My mom doesn't need a ****** and was far less expensive than the scooter. You can not get in touch with customer support as it just plays music then disconnects you. Looking at the other complaints filed this is exactly what they did to me. Do not believe all the reviews and please save your money as you will get ripped off by this business and never hear from them again.

      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

    • Initial Complaint

      Date:12/13/2023

      Type:Service or Repair 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 Nov.27,2023. I paid $449.96 for it because I had a coupon. They said a tracking number would be emailed once it was ready to ship. It was, but when they supposedly got to my town they said it would be delivered by 9pm December 11, 2023. Needless to say, it was never delivered. I have tried calling all of the phone numbers I could find I emailed them and explained I was an 80 year old handicapped widow and I wanted the scooter so I could get around easier. I recently fell and broke my collarbone and I wanted to be able to use this scooter to keep from falling so much. I hate that people like these can make all these claims about a product and then rip people off, especially the elderly. They have so many ads all over the internet and while I would like them to get me the scooter, I dont want anyone else to go though this. They claim this is a lifetime warranty scooter and they are a family owned business and they will do anything to help you. What ever you can do to help will be greatly appreciated. Thank you.

      Business Response

      Date: 12/14/2023

      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

      Customer Answer

      Date: 12/14/2023

      This verbal response was taken by BBB.

      I have not heard from the business. I have not received a refund. I have not received the scooter.

      Please provide a shipping invoice with the showing the weight of the package with the scooter and tracking information.

      I am taking this to the Federal Trade Commission.

    • Initial Complaint

      Date:12/13/2023

      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.
      On December 1, 2023, I purchased a blue scooter for my husband who had a heart attack and has neuropathy in both legs has trouble getting around . I received a cane no scooter? $499. I paid with Affirm 3 monthly payments no interest.I've emailed several times. I called customer service number 4 times put on hold over 30 minutes, left messages. No reply! It's So sad that a company can take advantage of the elderly,

      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: 01/09/2024

       
      Complaint: 21000407

      I am rejecting this response because: it's been over 30 days and I still don't have the item I ordered or a refund. They keep saying to be patient, when they have their money and I don't have my item. I showed proof that the scooter was never delivered from the US Post service 

      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

      Business Response

      Date: 01/11/2024

      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:12/13/2023

      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 November 24 I ordered scooter December 12 and still no sight I have tried reaching out by phone; but no one Sent emails:sometimes they respond others not And when they do, they apologize and make it seem shippers responsible for delay. But come on, no real apology I decided to cancel order I have made two payments from 4 installments. Hope get refund Ill look elsewhere I rely on scoter because dont walk. I was so happy to learn they manufactured right here in *******. It is a shame

      Business Response

      Date: 12/14/2023

      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

      Customer Answer

      Date: 12/14/2023

       
      Complaint: 20998495

      I am rejecting this response because:
      I purchased on November 24 and have not received. Furthermore, shipment tracking says it comes from ******** , I was under the impression you were in *******.  Either way, package (scooter) probably lost
      Shipping information dates change


      I dont walk rely on mobility device 
      I need CANCEL order please (I have tried with your support team with no luck)
      (Contact shipper)
      No further payments will be made
      Sincerely,

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

      Business Response

      Date: 12/18/2023

      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.

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