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.

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Initial Complaint
03/11/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On 11-27-2023 I ordered from Ultra Hearing a pair of hearing aids.Received them on 12-13-2023. I paid $161.95 for them and reading info it seemed like a warranty would be with them, till you go to check out and they wanted me to pay extra for warranty. I choose not to at that time. In the middle of Feb I started having problems with my hearing aids and could not get them to charge, so I sent an email and when I did not hear anything went and sent another email from a different email I had for them. One I used ******************** and the other was ********************************************************** then I finally get a response from ****** at ********************************************** which has nothing to do with ultra hearing aids. Looking now at the emails, that I have attached in notepad form, that some of the emails were from different people. These are two possible phone numbers but one is a ********* number not a ******* number ************ and ************. If you click on the link shopultrahearing.com it comes up with something went wrong, what happened, link you followed is no longer available. On Feb 4th I had gotten an email that said about winning some money and when I click on it, does not work. I would prefer to get my money back since my hearing aids have stopped working. I know I did not take out the ************* has been more than 45 days for refund, but I don't think hearing aids should stop working, they won't even charge. So charger and aids are no good anymore & I need to be able to hear. I want my money back so I can go get some real hearing aids from a reputable company. If you look at the attached email notes, on the 14th email came in saying website is under maintenance and shows a different address than what is on other emails. So to the question did business try to resolve my issue, NO they did not as they stated can't help me cause I did not buy the warranty & out of the 45 day return period. I don't care since they are scamming people, so want my money back
Business response
03/20/2024
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
03/20/2024

Complaint: ********

I am rejecting this response because: I do not think I will get an answer and/or it will be from someone else and not the company. I also would rather talk to someone. their website is back up and running and it shows lifetime warranty, but yet that is not true. You can only get that warranty if you pay for it at checkout. That is false information then. I would like to know why they show that and would like to know if they are willing to either give me my money back or replace the hearing aids with lifetime warranty providing they don't just disappear like they did when I reached out to you. I would also like to know why the hearing aids stopped working in such a short time, I only had them for a little under 3 months, I don't think they should have stopped working so soon.
I do not want to deal with their email as like I said I no longer trust it. I have a hearing lost and have had since little, those hearing aids allowed me to hear and to hear things I could not hear before and I can not afford true hearing aids from a regular hearing company.
Thank you

Sincerely,

*******************************
Business response
03/22/2024
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
02/29/2024
Complaint Type:
Product Issues
Status:
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.
I ordered a pair of hearing aids on Feb. 6th,2024 from Ultra Hearing Pros(online) and received them on Feb. 13th. They did not work from the first day I got them. I called the number several times, was on hold for a long time and finally was able to leave my name & email address on the recording. I did receive an email back 2 days later. They left another number to call, but I have tried numerous times but no one ever answers. The address they gave was ****************************************************************************************. I paid them $ ****** and would appreciate your help getting my money back.Sincerely, *******************
Business response
03/04/2024
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
02/26/2024
Complaint Type:
Delivery Issues
Status:
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.
My dad paid for and ordered a mobility scooter from upright cane 9/9/24 and funds cleared his bank 9/11/23 but he never received it. We called and left emails and they replied finally in December apologizing for the delay and asked to verify address. We tried to file a claim and they wanted $10 additional to open an incident report! In November They sent a cane with a headlight which we did joy order We had to purchase a scooter from a storefront and tried to get the bank to help but it was paid with a debt card!! My dad filed a report with Bbb but was not good about following up so I guess you closed the ticket.
Business response
03/04/2024
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
02/26/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered a senior scooter for my 93 yr. old mother. They said would be there in 2 days. After a week I looked into it and found all the bad reviews. I canceled my order. They had run it threw after pay . After pay kept taking the money out of my credit card. So they got there money and I never received a scooter. They would not answer me when I would message them.
Business response
03/04/2024
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
02/21/2024
Complaint Type:
Delivery Issues
Status:
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.
On October 3, 2023 I ordered the mobility scooter for $609.90. I waited for about six weeks because tracking showed that the scooter was being shipped from *****. After that time I kept getting a message from the site saying they had no record of my order number. The order number is *****. The money was sent through Klarna. I have called the number listed and also sent emails but have never gotten a response.
Business response
02/22/2024
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
02/15/2024
Complaint Type:
Product Issues
Status:
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.
I ordered upright cane August 2023 , buy 1 get one free, $39.95 , received one cane , doesnt fold up well, light dont work or alarm , I called in September 1 , 2023, spoke with someone and I would be refunded , I was never refunded , Im very disappointed I need the 2 canes , I bought something else at another store in town , I would like to be refunded, it was deducted out of my account August 22,2023 in the amount of $39.95, order # *****
Business response
02/22/2024
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
02/12/2024
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
My husband ordered a mobile scooter from Upright Cane company and with it came a free cane. However he did receive the cane but not the scooter. They deducted the ****** from his account without delivering the the scooter. I contacted the **** and they did an investigation and found the tracking number Upright Cane provided to the bank was for Parcel Select lightweight for 1lb 2.24 oz. not the weight of the scooter. The bank credited the money back in January and took it back in February. I have tried numerous times to reach out to the company but no response for resolution. I am writing for assistance as this is ongoing and the company is not responding to our request to provide an update and refund his money back into his account. The public also needs to be made aware that this company is practicing unlawfully and taking *************** of seniors and people with disabilities. I have additional information from the bank.
Business response
02/22/2024
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
02/23/2024

Complaint: ********

I am rejecting this response because:
I have reached out to this merchant on several occasions. Their last response was on 12/19 they were investigating and they never responded to my follow up emails sent Feb 2nd, 8th and 9th. Please refund my husband money because he never received a scooter from you only a cane.

Sincerely,

***************************
Business response
03/04/2024
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
02/08/2024
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Purchased a buyone getone upright cane in March of 2023. Received one cane. Contacted customer service (********) and they said they would send the other. Repeatedly requested the other cane. Never heard or received the cane. Have again contacted them and it is almost a year. They said they were not receiving the supplies but they continue to use the same ad. Would appreciate a refund or the other cane.
Business response
02/22/2024
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
02/24/2024

Complaint: ********

I am rejecting this response because:
It is almost a year of waiting for my cane. Each time I contact them, they say the same thing -- waiting for new stock. However, they continue to advertise the product and do business. Their response is a hollow promise that they don't seem to have any intention of delivering. Twelve months is a long time not to have stock. How many others have they done this to? If they have no intention of delivering two canes, they should not have a B1G1 ad.

Sincerely,

*************************
Business response
03/04/2024
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
02/08/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
i ordered a electric scooter on27th of august 2023. on 7th of september i received a fold up cane in my mail box. i was here at the time and the cane was the only delivery. i have not been able to contact seller. **** checked tracking number and was satisfied delivery was made. sent message to seller telling them that all i got was cane. they suggested i check neighborhood. on december 20th i received message from a ********************* requesting confirmation of my address. i have sent several messages about scooter with no reply.
Business response
02/22/2024
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
02/23/2024

Complaint: ********

I am rejecting this response because: this is not a response. solves nothing.

Sincerely,

*********************************
Initial Complaint
02/08/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
This has been going on since December 1st - I have not paid any money out of pocket but Affirm,Inc is hounding me everyday for payment. and threatening to report on my credit report which I do not want. I did not receive scooter.!
Business response
02/22/2024
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
02/24/2024

Complaint: ********

I am rejecting this response because:This is the same response I received each time I messaged them. I cannot even get them on line now as it tells me Store Not available when I put it in. three times sat on hold on phone for 2 hrs each time and no one ever answered and next thing was cut off - read some of the reports you have gotten on them and you will see that I am not the first one to not receive the scooter -- just the cane which I did not order. So I am not paying Affirm for something I did not receive.

Sincerely,

*********************
Business response
03/04/2024
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

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