Complaints

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.

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Feb 5th I ordered a pair of lower dentures and sent them back to be exchanged they agreed to exchange them for another pair of uppers as there's no way the bottom ones would have fit me. After you're going back and forth I got confirmation that they were going to exchange the returns that I had sent for a pair of new uppers then I got strung along for another week before they said that they were going to ship them then a few days later I finally got a tracking number then I looked at that tracking number just to find out they canceled the label All the while they sent me an email stating that they had shipped the item not that it was pending shipment but no that they had shipped it insinuating they had put the box in the mail for **** to pick up when in all reality they canceled the label and never shipped me anything It's now the middle of March and I have gone almost 10 days with nobody answering the phone or responding to any of my dozens of emails. So I need an answer since you guys refuse to respond to my emails maybe you'll respond to this Are you sending my replacements or are you going to refund me because one of the two is going to happen.

  

  Business Response

  Date: 05/23/2025

  Hi,

   

  I am very sorry that this issue was not resolved sooner for you. I do see that a replacement was shipped out and delivered on March 26th with USPS **********************************************************************************.

   

  Thank you for your patience,

   

  *****

• Initial Complaint

  Date:03/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Initial purchase (online): Monday, February 17, 2025 I purchased a shower stool for my husband, who would be requiring the item when he returned home after a long hospitalization. When I ordered the item, the order stated that the item would be shipped 1-2 day express. On the same day I ordered the item, I received an email notice that it had shipped. Based on the 1-2 day express shipping, I expected that the item would arrive by the end of the week. When I received the tracking information, the delivery date I was given was February 24, which was a big surprise since it was supposed to be sent 1-2 day express. When I learned that my husband would be discharged from the hospital on Friday, Februry 21, I had to order another shower stool (from another company) that would be delivered in time for his return home. I then contacted senior.com and explained that the item would be arriving late therefore I would need to return the item. They did not feel that the item was in fact arriving late and outlined their rip-off return policy that included shipping and restocking fees. This info was shown at the bottom of their purchase email and I will never hesitate to read return policies in great detail in the future. The company *** informed me that I could refuse delivery of the item to avoid the fees, which I was able to do, but when notified of my refund today, I noticed it was for approx. $20 less than I originally paid. Even with their policy, the late arrival of the item was what required me to return it, and I felt that the company misled me about the shipping schedule. I feel that their return policy is unreasonably rigid, particularly as a supplier of medical equipment for older people where health status can change quickly. After I purchased a superior item from another company for less, I realized that I had also overpaid for the original item I purchased from Senior.com. I would never purchase from them again nor recommend them to others.

  

  Business Response

  Date: 05/23/2025

  Hi,

   

  I am sorry to hear that you experience shopping with us was not a good one. I went ahead and processed your full refund as I understand that the item arrived later than you had expected. I checked our shipping speed settings based on yoru lcoation and I do not see that it had a 1-2 day delivery time frame. I do see a 2-4 delivery time frame which in most cases is accurate. I hope a full refund will help. 

   

  Thank you

   

   

  *****

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 basket and extra keys for my mobility scooter and they said 1-3 days shipping and nothing has been sent and on their website my order status has not changed. I know we were in the holiday season but it should have shipped by now. You cant get a response from them when you call you just get a recording sayin its not regular business hours and if you email or try to chat all you get is an automated message. This place is horrible to deal with. I just want my order or a full refund

  

  Business Response

  Date: 01/29/2025

  Hi there. I am terribly sorry these did not arrive sooner. We were unaware that there was a manufacturer backorder but these have shipped with tracking below:

   

  fedex 411525712752

   

• Initial Complaint

  Date:12/08/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 3 wheeled rollator (******) for my mother who is 92 years old and what I received was a box that said it was a 3 wheeled rollator with a bunch photo paper pads that say they are color samples. Not a ****** in any way shape or form.

  

  Business Response

  Date: 12/17/2024

  We have been working with the customer on **** mistake. They requested a refund and has received a full refund. Please close the case

  Customer Answer

  Date: 12/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ********
  
    Senior.com refunded my money after I filed a claim through ****** and called Senior.com.  It was weird.  After I called they sent me an email that said the order had shipped.  In the email, it gave me a tracking number for a package headed to *******.  But there as also a link to the package that arrived for me in *** the day before which had paper in it instead of the wheeled ******.  In any case, after I presented all the information to ****** and ****** was going to refund my money, Senior.com refunded the money before the ****** deadline.  

  So, my issue is resolved.  But it does not change the fact that this seems to be an outfit that scams Senior Citizens who might not have been able to deal with them as effectively.  

  The first ******** service person I talked to denied that the package I received was from Senior.com.  It was and their email with ***** tracking info showed it was.  Even though that same email provided a tracking number for a package headed to the wrong state.  

  So, even though my case was resolved in a way that is satisfactory to me, this company should be investigated.  There were too many issues that showed it could not have been simply an accident that in the box that said Three Wheeled Rollator, there was worthless photo paper color samples and no ****** (rollator).  

  
  

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an electric wheelchair, that ended up not working out for my mom, she had trouble getting out of it. So, I boxed the chair back up and followed Senior.com website return policy rules and obtained a return authorization number. I dropped the chair off at a ***** location on 11/9/2024 and ***** acknowledged it on 11/11/2024 which was the date Senior.com stated I needed to drop it off at a ***** location by (provided docs showing same to Senior.com). The product was returned on 11/15/2024 (also provided tracking # showing this to Senior.com) and they requested I wait a week for them to verify the product. It has now been over a week and Ive not heard anything regarding my refund. I requested someone from ****. call me to let me know when I can expect to receive it and have not received a call or been told when they will refund me. So right now they have the returned product and my money. Looking for help to resolve this issue.

  

  Business Response

  Date: 12/04/2024

  Hi *******,

   

  I am terribly sorry this has not been finalized yet. Usually refund are processed within 2 days of being received so I will personally look in to this for you. Can you confirm if you are wanting an exchange for a different item or a refund? We have many powerchair options that I can have a *** call you to discuss. Per our policy, if you want to exhange it, there are no return or restocking fees. If you decide you would just like a refund, the retrun and restocking fees will apply. 

   

  You can also easily reach me at ******************************** to continue this conversation or call us at ************

   

  *****

  COO

  Customer Answer

  Date: 12/05/2024

  Yes I received a refund from Senior.com, but not the full amount. I requested a breakdown of the return, but have not received one.

  

  Business Response

  Date: 12/17/2024

  Hi,

   

  I would be happy to provide you with an itemized receipt of your return and reductions. Depending on the item you ordered, therre is a 10%-20% restocking fee along with the retrun shipping. That can be found in the return portal and in the return policy section at the footer of our website.

   

  Can you please provide me with your order numver so I can check on this for you?

   

  *****

  Customer Answer

  Date: 12/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have requested my order  number which is order # is SE ******. I will wait for the business to provide me the breakdown of the refund and compare it to my records before confirming the claim is resolved. 
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 just noticed a monthly charge from Senior Ship Hub starting in July for a total of $196 and I have never interacted with them before. I have no idea how they got my credit card info. I am trying to get a refund but haven't heard back yet.

  

  Business Response

  Date: 12/17/2024

  Senior Ship Hub is not our company and there are no orders under your name: ***** *******

   

  I suggest you contact your credit card company to file a chargeback.

   

  *****

• Initial Complaint

  Date:09/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 LifeWalker UPwalker Premium Lite Upright Rolling ******, LifeeWalker Mobility Product I200RS1A1 on Aug 23, 2024 with Order No. SE114722 for $458.34. I already own this product and needed a second for my current PT outside. The product that I received was not this product. The picture on the website ad and the Product manual that accompanied what they sent me was different from the product I received. The ad and the product manual are for the unit that I already own, but do not look like what they sent. They asked me to send them pictures of what they sent. I did so. I gave them pictures of their product unused with the product label + a picture of what I own for a side-by-side comparison. After no response, I called and then emailed and they asked me to send more photos, i.e. a close-up of the label and the model/serial number. I am handicapped and could not reach the underside label, so got my nephew to take these and sent them. I also sent them a picture of the product manual that accompanied their product to show that it wasnt the same. There is some assembly required for their product while mine came assembed out of the box, just had to pop in place, put on cupholder and bags for the most part. I waited again with no response. I have sent them 7 emails from Sept 4 to today Sept 26. When you call, no one answers, the phone switches to a message for you to leave a message and have them call back, which takes days, if ever. The person who has sent emails back and called me on Sept 20 was ***** and indicated that shipping was backed up and no one had made a decision yet, but she would call me with an update on Monday, Sept 23rd. *** returned my call on Thurs,9/26. When I asked what he saw from the pics, he agreed that what they sent was not as ordered. Said he would get back to me on Fri, Sept 27. He did not call. To date 'nothing' has happened and the ****** remains in my living room. (See attached email docs on Sep 4,6,11,13,19, with 3 sets of pics)

  

  Business Response

  Date: 12/17/2024

  Hi,

   

  bases on your order and the pictures you sent us, your ordered a premium lite version which is what was shipped and recived. The item you wanted and currently own is the standard lifewalker upwalker. here is the link: ********************************************************************

   

  We would be happy to exchange this if you would like?

   

  *****

  Customer Answer

  Date: 12/18/2024

  I have supplied extensive evidence in this report, including pictures, a copy of the manual accompanied with the item that shows the distinct differences, pictures of the ********* on-line ad that shows the distinct differencesin what they show online, and the item that I received, including an acknowledgement from senior.coms own employess that testiffied to his own witness of the differences between the item advertised and the item sent. All of this evidence was attached and is supposed to be erased because '*****;, whom I have had zero interaction with says it was the same. This is an insult. I want my money refunded and senior.com bearing the cost and inconvenience of picking up this inferior item.

  ********

  

  Business Response

  Date: 01/22/2025

  Hi ********,

   

  Thank you for that additional information. I would be haoppy to send you a prepaid retrun label for the product so we can have it returned and inspected. Can you please confirm you would like a return and replacement or a retrun and refund?

  Customer Answer

  Date: 01/24/2025

  
  Better Business Bureau:
  The business has offeredme too options:

  Option 1 - To send me a prepaid label that would allow me to return the item and get a replacement.

  Option 2 - To send me a prepaid label and get a (full) refund of my purchase. (I have placed enphasis on 'full' as I do not want them to subtract fees, such as a restocking or late return fee)

  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution described in OPTION 2 (above) would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *******
  
   

  
  

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 for a motorized scooter for my 81-year-old father on 9/3/2024. The scooter was shipped and received on 9/11/2024. It was put together, charged completely and when he attempted to use it the first time, it moved forward about 10 feet then stopped working. My father contacted support and was put in touch with a service tech who attempted to troubleshoot some common issues. This did not resolve the problem, and we have requested a replacement scooter and have been back and forth with Senior.com trying to get this resolved. Photos were requested which do not matter since there is no physical issue with the scooter. ALL possible troubleshooting has been done and it appears there may be a faulty battery and/or connection in the scooter. We cannot get in touch with a live agent and have only received generic emails and the delay is unacceptable. We are desperate to get the scooter replaced ASAP as he needs this for his mobility and we have already submitted a claim to ******** for reimbursement. We weren't even seeking a refund, merely a replacement. This is incredibly frustrating and needs to be resolved. We have the original packing and need notification that this will be replaced immediately.

  

  Business Response

  Date: 12/17/2024

  Hi. I am terribly sorry this scooter has stopped working for you. Can you please confirm it is still not working so I can assist you further? Please email me directly at ******************************** so I can get this reoslved for you,

   

  *****

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  DATE WAS 19/20 AUG 2024 ****** ***** CREDIT CARD, WAS IN CONTACT WITH COMPANY. AFTER I DID NOT RECEIVE THE ****** TALKED AT LENGTH ABOUT THE PROBLEM. COMPANY QUIT TALKING TO ME AFTER I REQUESTED A REFUND.

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Mini ***** on 9/1/24. Item that was received was Maxi *****. Emails, phone calls, and filing the issue on their "help Desk" has gotten no response whatsoever. No one EVER answers the phone, no one responds to emails. We want the correct item sent out or our money refunded NOW as it is needed for a therapy program.

  

  Business Response

  Date: 09/17/2024

  Hi *******,

   

  I am very sorry for the mistake that was made. We are in the process of shipping out the correct size for you right away. I did had an account manager attemtp to call you and they left a voicemail. Please keep the rong item taht you did recive and we will ship out the correct size right away. I hope we can make this experience up to you soon,

   

  *****