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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: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.

      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.

      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

    • 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.
       
      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: 01/04/2024

      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

      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.

       
      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: 12/14/2023

      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

      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:12/12/2023

      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.
       
      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,

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

      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

    • 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.
       
      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,

      ****** ***** 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

      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

    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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