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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

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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:12/12/2023

      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.
      Delivery issues, they advertise on their website 2 day delivery. Unfortunately it is in Jamaica, ******** (not actually it has to come from *****) after read other customers comments and reviews I realize I have been scammed. I am not going to receive the scooter. They wont even respond to my email nor can I get a hold of anyone via telephone. Dont by from this company it is a total scam.

      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

    • Initial Complaint

      Date:12/12/2023

      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 an upright scooter for ******. They sent me an upright ****** that cost ******. I do not need a ****** I ordered the scooter and want the scooter or my money back.i ordered this on Dec 6th of this year. This place is a scam.

      Business Response

      Date: 12/13/2023

      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:12/11/2023

      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 scooter #***** supposed to be delivered by Dec. 9th. No scooter. Tried by phone and text no response. I financed through Affirm. Then I read on BBB site about company and complaints I texted and called to cancel but no response. Dec 30th I'll have to make payment. I don't have the scooter I'm not making a payment

      Business Response

      Date: 12/11/2023

      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:12/11/2023

      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 scooter on 11-13-2023 they have charged my account. When I call I get no answers . They sent me a cane but not the scooter I paid ****** dollars

      Business Response

      Date: 12/11/2023

      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:12/11/2023

      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.
      The order was buy one cane and get one free. I only received one. I've been trying to get the second one after numerous attempts since February 2023.

      Business Response

      Date: 12/11/2023

      Dear Valued Customer,

      We appreciate your recent purchase from Upright Cane. We're sorry to hear that the product did not meet your expectations. To facilitate your return and ensure a timely refund, please follow the instructions below:

      Return Address:
      ***********************************************************************************************************

      Return Guidelines:

      1. Carefully pack the product to prevent any damage during transit.
      2. Include a copy of your original order receipt or packing slip inside the package.
      4. Ship the package to the provided address using a trackable and insured shipping method.
      5. Upon receiving the returned product, our team will inspect it to ensure it meets our return criteria. Once approved, we will initiate the refund process. Please note that refunds will be processed within 7 days of receiving the returned item.
      6. Email us the slip Shipping Slip after dispatching the parcel


      If you have any questions or need further assistance, feel free to reply to this email or contact our customer service.

      Thank you for your understanding, and we hope to have the opportunity to serve you better in the future.

      Best regards,
      Customer Service Team

      Customer Answer

      Date: 12/11/2023

       
      Complaint: 20980135

      I am rejecting this response because: Upright cane company has not provided me the cane they promised when I ordered it in February 2023. I have made numerous attempts to resolve this and all I get are responses indicating they received my complaint. Nothing happens after that.

      Sincerely,

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

    • Initial Complaint

      Date:12/08/2023

      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 16, 2023, I ordered an Upright ****** from the UprightCane company (shopuprightcane.com) for $161.96. The only way to pay for the order was through AfterPay, so I opened an account with AfterPay. My first payment of $40.49 was charged on November 16. I received a confirmation for the order. My second payment of $40.49 was charged on November 30. The third payment of $40.49 is scheduled for December 14 and the final payment of $40.49 is scheduled for December 28. The Merchant listed is ***************** LLC.On November 19, I received an email from the UprightCane company that my order was on the way. I took a photo of the tracking page and it said estimated delivery was between November 21, 2023 and November 29, 2023.I did not receive the order by November 29, and sent a message to the company on November 30 requesting that if I did not receive the order by December 4 that they cancel the order and refund my money. I emailed the company and received an automated response acknowledging the email. I then contacted AfterPay and received an automated response. On December 6 I received an Upright Cane, valued approximately $30.00. I never ordered a cane. I only ordered the UprightWalker. I called the company at ************. After about 15 minutes an agent answered. I informed them of the problem and they said they were sales. They transferred me to the support team and I received a message no agents were available. I left a message. I have not heard back. I never received the ****** that I ordered.

      Business Response

      Date: 12/08/2023

      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: 12/12/2023

       
      Complaint: 20974586

      I am rejecting this response because: The merchant claims that they fulfilled and delivered my order for an upright ******. They provided a receipt with a tracking number. The receipt clearly shows an order for a ****** and clearly shows the tracking number. But I am providing pictures of what I DID receive with that tracking number. The package was very small and contained a cane.  I never received the ******.  Since I did not receive what I ordered I request a total refund of the price of $161.96. Based on the actions of this company, I just want my money returned and do not want the ******.

      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

      Customer Answer

      Date: 12/28/2023

       
      Complaint: 20974586

      I am rejecting this response because: I believe that the business intended to defraud me by sending an item of considerably lesser value than the one I originally ordered and misrepresented what they did. In response I repeatedly requested they cancel the order and refund my money. Afterpay has resolved my complaint. I want no further contact from the company.

      Sincerely,

      ****** *****

      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

    • Initial Complaint

      Date:12/07/2023

      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 upright scooter and minutes I canceled it. Emailed and called and left messages dozens of times. I finally received email saying the item now shipped (a week after ordered and cancelled ). I was told at once I receive the merchandise and sent it back that I could receive a refund the merchandise has not been received, and they're saying that they delivered it and they will not provide me with any kind of tracking info, or who the delivery company was I have a feeling I'm probably going to have to follow some kind of lawsuit on this and they will not provide me with the service agent or address for the company. I have filed a dispute with my bank

      Business Response

      Date: 12/07/2023

      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:12/07/2023

      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 placed an order with "Upright Cane" (*******************************************************************) on 11/9/23. I ordered a motorized mobility scooter for my 83 year old husband who has Parkinsons, and has difficulty walking. I paid $549.91 with shipping. Order # from the merchant is *****. The website guaranteed 2-day shipping and I wasn't able to pay with a credit card for some reason - AfterPay was the only payment option. So I opened an AfterPay account and purchased the scooter, and a few days later got a shipping notification. I continued to track the order for weeks, and finally, on Thursday 11/30 a package arrived. But it wasn't the item I ordered - it was simply a walking cane, which was advertised as a free gift with the purchase of a scooter! I can't get the merchant to return my emails and they don't answer the phone. I want to cancel my order and would like a refund of what I've already paid ASAP. Can you help please? I'm out $550 and all I have to show for it is a walking cane! I've contacted the business repeatedly, and I've gotten several responses saying "we're investigating the issue", but I saw that several other people had the same issue and have filed complaints with the BBB, so I fear this is a scam.

      Business Response

      Date: 12/07/2023

      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:12/06/2023

      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.
      Uprightcane scooter purchased July. It is paid for my payment was verified. I never received the SCOOTER.I have tried numerous times to contact them. They do not answer their phone and the email they replied with is just a general response that has nothing to do with your problem. Since my purchase I have found numerous other complaints against this company. I am 75 years old and disabled. I can not afford to loose this money since I am on a fixed income. Since I can not contact this company, and have been unable to contact them I have no way to resolve this matter. It is now listed for $499. Please help me to resolve this issue

      Business Response

      Date: 12/06/2023

      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:12/06/2023

      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 purchased a mobile mobility scooter from up upright cane mobility scooters this was on November 12th of 2023 the pay it was supposed to been $599 now I had this $599 financed through Affirm. This was supposed to be a two-day shipping, I did not receive anything in my mailbox until December the 1st of 2023 and it was a walking cane, which I did not order. When I tried tracking on their website, it showed that my mobility scooter and this cane was delivered on December 1st to the ********************* But the only thing I got was this cane wrapped in white paper. I've been trying to call this company every day now and no one answers the phone. Well finally today some old lady answered the phone, and she asked me for my name and my order # I gave her my name and my order #, and she told me to hold on she would look up my order, but all she did was hangup on me. They say that these scooters are manufactured and shipped from *************** **. So I called the Chamber of Commerce of *************** and talk to a lady down there, I gave her this address the old woman told me that their address is ************************************************************************* and their zip code is *****. The lady I talked to at the Chamber of Commerce her name was ***** and she told me that this ***************************************** was four upright cane that's what they had listed but they're actually out of there they live in ********************************** **************************************************************. I've already contacted AFFIRM this is the company that I financed the scooter through, to let them know that this is a scam and that I never received that scooter only an old walking cane. Now ****** says that I have to prove that I never received it, and I have been shown that I have not received it so if the Better Business Bureau can contact AFFIRM for me that would be wonderful, because I'm not making any payments on anything that I have not received.

      Business Response

      Date: 12/06/2023

      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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