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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

            05/02/2023

            Complaint Type:
            Delivery Issues
            Status:
            Unresolved
            I ordered buy one get one cane and the ad said 2-3 day immediate shipping. Since it took over 3 weeks to receive the cane I had to purchase another cane. Only one cane was shipped and it was returned the next day with me paying return shipping. I gave them the tracking number and asked for the $44.95 to be refunded. It has been over 7 weeks and still no refund. I have tried calling but no answer and sent many emails. I am disabled and need the money returned. I am at a loss as to how to proceed. This company and customer service is horrible. My order number was ****.

            Business response

            05/22/2023

            We deeply apologize for the inconvenience and frustration you have experienced regarding your recent order for the buy one get one cane. We understand the urgency and expectation for timely shipping, and we regret that there was a significant delay in delivering your order.


            We genuinely apologize for any inconvenience caused by the shipment of only one cane instead of the expected two. We understand that this forced you to purchase an additional cane, which resulted in further expenses and complications. Additionally, we regret that the returned cane was not promptly refunded to you, further exacerbating the situation.


            Please be assured that we are taking your concerns very seriously, and we are committed to resolving this issue for you as quickly as possible. We have assigned a dedicated customer support representative to your case, and they will be reaching out to you shortly to address your concerns and work towards a satisfactory resolution.
            Your satisfaction is our top priority, and we understand the urgency of getting this matter resolved, especially considering your disability. We deeply regret any distress caused by the delay and lack of response from our customer service channels. Rest assured, we are taking immediate steps to rectify this situation and ensure a prompt resolution.


            Once again, we apologize for the inconvenience you have faced and the frustration it has caused. Our customer support representative will be in contact with you soon to discuss the refund of $44.95 and any other necessary steps to address your concerns. We appreciate your patience and understanding throughout this process.


            If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out. We are committed to restoring your faith in our company and providing you with the exceptional service you deserve.

            Customer response

            05/23/2023

             
            Complaint: 20007667

            I am rejecting this response because:  I was notified on 5/9/2023 that a refund of $44.95 was issued and to expect it in 3-5 business days.  It has been 11 days and three responses from me to their company, but still no refund.  I get the same email stating they are sorry but no refund.  I paid $15.60 to return the cane the next day it was received, so I am out the cost of the cane and shipping.  I am totally frustrated as to how a company can take over two months to issue a refund.  i feel that this company has no intention of refunding my money. 

            Sincerely,

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

            Business response

            05/26/2023

            We apologize for the delay in issuing your refund and understand your frustration with the situation. We sincerely apologize for any inconvenience caused by the repeated emails stating that no refund has been processed.

            Upon reviewing your case, we have identified the delay in the refund process and we take full responsibility for the oversight. Our finance department has been notified, and they are working diligently to resolve the issue promptly.

            We understand that you have already incurred additional costs by returning the cane, and we apologize for any financial burden this may have caused you. Rest assured that we are committed to rectifying this situation and ensuring that you receive the full refund you are entitled to, including the cost of the cane and the return shipping fees.

            Please allow us a little more time to address this matter and process your refund accordingly. We will make every effort to expedite the process and ensure that you receive the refund within the next few business days. We understand your frustration with the extended timeframe, and we deeply regret any inconvenience caused by this delay.

            Once again, we apologize for the inconvenience and appreciate your patience and understanding throughout this process. Our customer support team will remain in close communication with you to provide updates and assist you with any further concerns or questions you may have.

            We value your business and are fully committed to resolving this matter to your satisfaction. Thank you for bringing this to our attention, and we assure you that we are taking the necessary steps to rectify the situation promptly.

            Customer response

            05/27/2023

             
            Complaint: 20007667

            I am rejecting this response because:  I have been promised this refund with the same response in each email.  Since it has been over two months and apologies and promises have not resulted in my refund.  I don't feel that they are sincere and do not trust their response.  I do not know where to go from here.  Their company is a scam and I doubt I will see my refund.  I am sorry that I am probably not the only person dealing with this frustration. 

            Sincerely,

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

          • Initial Complaint

            04/10/2023

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            I ordered a cane from upright cane on 3-27-23 order # ****. I'm tracking my order and it says its in ******* **. and hasn't moved from that location since 4-2-23 . The *** says they have a fast 2 day delivery, but that not the case with me. I pd. ***** with my **** card. I messaged the *** about this matter but haven't heard from them. I need help locating my cane. I hope this *** Is not a scam.

          • Initial Complaint

            03/28/2023

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            I ordered the buy 1 get 1 free. I never received the second cane. And after looking at it, I am not steady enough on my feet to use it. I am 87 years old and I just want to return it and get my money back. $49.

          • Initial Complaint

            03/21/2023

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            I ordered the upright cane buy one get one about a month ago. Order # ****. There info shows one was delivered but I NEVER got either. They took the money immediately over $50. I keep emailing them and get a robotic answer. There is no one to speak too. They keep telling me the tracking # by email but I don't have it. I called *** but im not the shipper so I can't file a claim with them. I either want the canes reshipped or my money back

          • Initial Complaint

            03/15/2023

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            I placed a Buy one get one free order from Upright Cane. They shipped one can and have refused the ship the second. In addition, I inadvertently placed two orders on February 14. I immediately emailed the company and canceled the second order. They promised to issue a credit to my bank. After repeated requests I received this email - Hello *****************************, We wanted to provide you with an update on your recent order. Unfortunately, the item(s) you ordered are currently out of stock at our warehouse, and we are waiting for the new inventory to arrive. Rest assured, as soon as the inventory arrives, we will ship out your order immediately and provide you with a new tracking number. We understand that this delay may be inconvenient, and we apologize for any inconvenience caused. As for the refund i can see that it was submitted in our system and should reflect on your current billing cycle or your next belling cycle. We appreciate your patience and understanding in this matter. Please feel free to contact us if you have any questions or concerns regarding your order. Regards,Customer Support Agent I reached out to the company again on March 13 and have had no response. I have a feeling I am not the only one to complain. *Please allow ***** hours for customer service agents to answer all inquiries

          • Initial Complaint

            02/24/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            On January 28, 2023 I ordered an upright cane for $49.95, made in the USA. When I received the receipt, I was also charged for a warranty. I notified the company that I did not want the warranty and they credit my account for $12.00. I received a cane on February 16, 2023. It was shipped from New Jersey and made in China. The box was crushed and smelly and clearly not what I ordered. I sent this picture to the customer service rep, ********, and have been corresponding with her/him daily. They told me they were out of stock and replaced the item with the one I received. I will return the product when they provide the postage. In order for me to receive a refund, they want me to pay the postage and there will be a 15% restocking fee. I only want a USA made cane as ordered.

          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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          Customer Reviews are not used in the calculation of BBB Rating

          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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