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          Business Profile

          Online Retailer

          Upright Cane

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Online Retailer.

          Complaints

          Current Alerts For This Business

          Pattern of Complaint:

          BBB files indicate that this business has a pattern of complaints concerning delivery and refund issues. Consumers allege they are not receiving the second/"free" product ordered online from a Buy One Get One Free offer. Consumers allege they purchase a Scooter but receive a cane instead. In May 2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints. To date, BBB has not received a response.

          This company uses the phone number of 651-661-1565 on their website which is also used by other Online Retail companies. BBB has a separate profile on these under the Related Businesses section in this profile. Calls made to the number do not reach a representative and messages are not returned. The website is now inactive.

           

          Effective February 2024, BBB was notified through a new complaint that this business is now selling Hearing Aids through a new website www.shopultrahearing.com. That complaint was addressed by the owner of Upright Cane in the same manner as Upright Cane's responses; the business is "investigating" with no results. The business website was updated 2/22/2024 and is now inactive.

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            05/30/2024

            Complaint Type:
            Product Issues
            Status:
            Unresolved
            Ordered Hearing Aids from "shopultrahearing.com" February 12, 2024, order #****, paid $251.95 by health insurance debit card. Aids were sold with 45 day satisfaction guarantee. Received the aids February 28, 2024. After trying aids, returned them March 19, 2024 to Ultra Hearing Aids, *****************************************************. Was notified by email April 1, 2024 that a refund was being processed. No refund has happened as of May 30,2024. All attempts to contact Ultra by email or phone have been unsuccessful.

            Business response

            06/25/2024

            Greetings,

            We appreciate your continued patience regarding your order with Ultra Hearing Aids 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. Please email our customer support team regarding this issue at *************************************.

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

            Sincerely,
            Ultra Hearing Aids
            Customer Service Team

          • Initial Complaint

            05/07/2024

            Complaint Type:
            Product Issues
            Status:
            Unresolved
            First, they sent the wrong hearing aids. Two weeks after receiving the correct ones I returned them. They received the hearing aids back on February 29, 2024.(tracking number **********************). I inquired several times about my refund. First, they said their system was down and then they said they had an enormous number of returns to process. Finally, they told me that every time I inquire about my return, it goes to the end of the line. On Monday April 29th I inquired again, and I got an automated email that stated all responses should be in ***** hours. That was the last email from that company.

            Business response

            05/15/2024

            Greetings,

            I hope this email finds you well. I am writing in response to the recent complaint filed by you regarding your order issue with our company. Firstly, I want to express our sincere apologies for the inconvenience and frustration that you have experienced with your order.

            In order to process the refund efficiently, we kindly request your mailing address and order number. Could you please provide us with your complete mailing address at your earliest convenience at ************************************** Once we have this information, we will proceed with issuing the refund by sending a cheque to your address.

            We deeply value our customers and their satisfaction is of utmost importance to us. Rest assured, we are committed to resolving this matter to your satisfaction and regaining your trust in our brand.

            Thank you for your cooperation and understanding. Should you have any further questions or concerns, please do not hesitate to contact us.

            Best regards,
            *******************

            Customer response

            05/15/2024


            Complaint: ********

            I am rejecting this response because: I have already provided the order number (****) numerous times over the last 3 months, and they were adding the amount back on the card, not to my address (*************************************************************** *****) that I used to purchase the hearing aids which never happened.



            Sincerely,

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

          • Initial Complaint

            04/17/2024

            Complaint Type:
            Product Issues
            Status:
            Unresolved
            On January 28,2024 I purchased first set of hearing aids. Order # **** I received the order on 1/31/2024. They were too large and didnt fit my ears so on 02/07/2024 I requested to return the order. I was sent an email with return instructions. I ordered a second pair of hearing aids on 02/08/2024. Order # ****. They arrived on 02/12/2024. These were also too large and I requested another return on 02/18/2024. I sent both orders for return to address provided along with tracking info which I was instructed to provide on 02/21/2024. I didnt hear from them anymore regarding the returns. When I tracked the delivery it said they were delivered on 02/29/2024. I sent an email on 03/12/2024 inquiring about the returns and received no reply. I received both of the returns back with Return to Sender on both. I attempted to call many times and finally spoke with customer service agent named ***** on 03/25/2024. She took my information and said someone would be in touch within 48 hours. I never received a phone call or email. I attempted to email again on 03/29/2024 but still have never received a reply. I attempted to call many times as well but cannot get anyone to pick up again. I sent my last email in 04/10/2024 and informed them I would file a complaint with BBB if I didnt receive a reply within 48 hours which they did not. I am beyond frustrated. Cost of order # **** was $161.95 Cost of order # **** was $223.96 Total is $385.91 I would like very much to receive the refund they advertise. I requested and returned the orders both within the required 45 days.

            Business response

            04/18/2024

            Greetings,

            We appreciate your continued patience regarding your order with Ultra Hearing Aids 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. Please email our customer support team regarding this issue at *************************************.

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

            Sincerely,
            Ultra Hearing Aids
            Customer Service Team

            Customer response

            04/18/2024


            Complaint: ********

            I am rejecting this response because:

            I have emailed numerous times in the last 2 1/2 months. They do not reply to my emails. I get an auto reply that they received my email but that is all. The one time I finally got someone to email me back was only because I said I had a question. I am then replied that I had been trying to get some help with my refund and I never hear back from them. 

            Sincerely,

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

          • Initial Complaint

            04/11/2024

            Complaint Type:
            Billing Issues
            Status:
            Answered
            On Feb. 13 2024 I ordered a set of hearing aids from Ultra Hearing Aids and several days later I was NOT able to contact them by Email or Website. I though this was a scam after not being able to cancel my order #****with them. I file a credit card charge dispute with my credit card company.As this was being processed the product was received by mail . I then carried it the product to *********** and Marked package "RETURN TO SENDER".

            Business response

            04/18/2024

            Greetings,

            We appreciate your continued patience regarding your order with Ultra Hearing Aids 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. Please email our customer support team regarding this issue at *************************************.

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

            Sincerely,
            Ultra Hearing Aids
            Customer Service Team

          • Initial Complaint

            04/10/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unresolved
            I ordered an upright ****** for my mom from their site on sale for sept 5 2023 said it would be there on the 5th but then was delayed. But sept 13th it said delivered but she never got it! I emailed them continuously and they wouldnt reply even to this day they wont refund me even when they replied maybe 3 times to say they messed up its not been delivered but wont refund me or reply now. Its been 7 months!!!!!!!!!!

            Business response

            04/18/2024

            Greetings,

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

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

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

            Sincerely,
            Upright Cane
            Customer Service Team

            Customer response

            04/18/2024


            Complaint: ********

            I am rejecting this response because:

            I was not issued a refund just a postponement and The same run around that they have been giving me.


            Sincerely,

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

          • Initial Complaint

            04/10/2024

            Complaint Type:
            Product Issues
            Status:
            Unresolved
            We ordered ultra hearing aids on line. They work quite well, however the battery dies not hold the charge. We have sent three emails with no response. We also tried calling and was on hold indefinitely. We want resolution either by a new pair or new battery.

            Business response

            04/18/2024

            Greetings,

            We appreciate your continued patience regarding your order with Ultra Hearing Aids 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. Please email our customer support team regarding this issue at *************************************.

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

            Sincerely,
            Ultra Hearing Aids
            Customer Service Team

            Customer response

            04/18/2024


            Complaint: ********

            I am rejecting this response because I have sent numerous emails and no resolution. 

            Sincerely,

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

          • Initial Complaint

            04/05/2024

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            ORDERED A MOBILE SCOOTER FROM UPRIGHT CANE NEVER REVIEVED IT AND BEING CHARGED MY AFFIRM CREDIT TAKING FROM MY BNK. I HAVE TRIED MANY MANY TIMES TOO REACH UPRIGHT BUT THIER WEBSITE ID DISCONTINUED. I AM A SENIOR AND DID SOME COMPLAINTS ON SOCIAL MEDIA. IT HAS HAPPENED TO THEM. . I NEED U R HELP TO GET MY MONEY BCK FROM AFFIRM. NOT SURE IF THEY ARE INVOLVED WITH THIS SCAM. THIS *** HAS BEEN TRACKED TO ********. PLEASE HELP ME!!!!!!

            Business response

            04/25/2024

            Greetings,

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

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

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

            Sincerely,
            Upright Cane
            Customer Service Team

          • Initial Complaint

            04/01/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unresolved
            Date of online purchase: 8/13/23 One BLUE Upright ****** was purchased for $179.95 from UprightCane.com. A receipt was sent by email immediately with Order #*****.An email was sent to the seller requesting verification that the order was for a ******, not a cane, as the receipt suggested. A response to that email indicated the *** would "look into the question" and get back to the buyer. No response was ever received.On 8/26/23 an email was received indicating that the "last shipment of the order" had been delivered. A first shipment (possibly a free cane?) was never received, and neither was the ******.In early September I was hospitalized and have been in and out of the hospital, unable to access my computer. The item has never been received, and no further communications have been made by the seller.

            Business response

            04/03/2024

            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 response

            04/03/2024


            Complaint: ********

            I am rejecting this response because: It has been over 18 months and no one has explained where my ****** is or sent me a refund. At this point the only acceptable response is a letter confirming my refund.

            Sincerely,

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

          • Initial Complaint

            03/19/2024

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            On 12/29/2023 I ordered an electric wheelchair from them. I have sent several emails and made phone calls and as of yet have not recived my order or a refund. I am still making payments to affrim. They will not resolve this solution at all.

            Business response

            03/20/2024

            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

            03/13/2024

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            I ordered a mobility scooter (blue) on Sept 20, 2023, Order # 1928 *see attached I paid $539.96 order # 1928 *see attached The charge went through on my credit card Ref #6779 on 9/22/23 *see attached The order says delivered in mail box Scooter will not fit in a mailbox UPRIGHT cane sent a cane that I did not order I have emailed dozens of times. only a automated response has replies The only phone number found is the one on my credit card statement and the phone hangs up or goes to a voice mail. I have attempted to leave many messages, however the phone disconnects or goes blank. No returned calles.

            Business response

            03/20/2024

            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

          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. ↩

          BBB Rating & Accreditation

          F

          This business is not BBB Accredited

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          Reasons for BBB Rating

          Contact Information

          Fort Myers, FL 33916-7985

          (651) 661-1565

          Customer Complaints Summary

          301 total complaints in the last 3 years.

          29 complaints closed in the last 12 months.

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