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:09/10/2024

  Type:Service or Repair 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 Gio Golf mobility scooter from Senior.com on Sept. 2, 2024. I received notification that the package was ready to ship on Sept. 4, 2024. On Sept. 7, 2024 the status had not changed. I contacted Senior.com customer support get an update. All I got were vague statements about my order and was finally told a salesman would have to explain the situation to me because of the size of scooter. That didnt make any sense to me, but I waited for the phone call I was promised in 24 to 48 hours. The call still hasnt come. Since then, all attempts to contact the seller have gone unanswered.

  

  Business Response

  Date: 12/17/2024

  Order was successfully delivered on 9/13 ***** 295-8660199. Please close this complaint,

   

  *****

  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,
  
  *** ********
  
   
  

• Initial Complaint

  Date:09/10/2024

  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.

  Order was placed on September 6th. I immediately noticed the wrong size was ordered. I emailed and called multiple times asking them to ship the correct size, which was available for the same price. **************** responded once and asked which one you wanted. I replied immediately, but *** ****** stopped communicating with me. I tried calling multiple times and reached out via email around a half dozen times between the 6th and this morning (September 9th). However, I received confirmation that the wrong item was shipped this morning.This morning, I received a response from *** copying and pasting the return policy. Copies of all emailed communication can be provided on request.I expect this item to be exchanged at no cost to me. Please provide a postage paid shipping label so I can return this item as soon as it's received. Please ship the Classic size of the same item and color as requested. If you cannot complete the order as requested, I will also accept a full refund and order the item thru a different supplier.

  

  Business Response

  Date: 12/17/2024

  A prepaid ***** return label under tracking 797059752504 was sent to the customer. Once the item has been retruned, we woudl be happy to exchange it or provide the custoemr with a refund. 

   

  *****

• Initial Complaint

  Date:08/30/2024

  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.

  On 08/19/24 I ordered a set of replacement keys for an Easy Rider Transport S19. I have received a tracking number for my item, but after 10 days, there has been no update. The tracking information shows the label has been created, but not received by ****. I have called several times, only to be told my call will be returned in 24hrs, I have yet to receive a call back. I have left several voicemails, and gotten no response. At this point I would like a refund, and not the item I ordered.

  

  Business Response

  Date: 12/17/2024

  These were delievred by *********;**********************. Thank you

   

  *****

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair 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 a battery for my scooter and when I went to install it, it didn’t fit correctly. It wouldn’t sit in the slot which makes the battery unusable. I reached out to customer support and “Brian” responded with an acknowledgment and we exchanged a few emails. At first, after confirming that I purchased the correct battery for my scooter, he said I should reach out to Goldentech and I responded that I bought it from you. He then said “if that’s the case, send photos and a video” which I sent him photos but not the video. I asked if this was necessary because it’s a process getting the scooter out of the car and back in but would do if necessary. I never heard back. I emailed him multiple times after that and still never heard back. I even tried to start a new chat with the company but apparently “Brian” is the only person working customer service. I am very unhappy, this was an expensive battery that is useless. I am still waiting on a response. I wish I looked them up on BBB before I purchased, they have a lot of complaints. And there is no way to get in touch with someone on the phone. I called the number and it is saying I am calling outside of business hours - their business hours are 5 am - 5 pm M-F EST and I am on the east coast and it is 11:01 am. How is that outside their business hours?

  

  Business Response

  Date: 08/05/2024

  Hi *******,

   

  I am very sorry for your experience and am very surprised to hear it was this difficult getting in tocuh with someone from our company. I went ahead and sent you a FEDEX prepaid retrun label to mail your battery back. The battery you order is only for the Golden Technologies GB120 scooter. 

   

  Once the battery has been retruned, we can get your refund processed. Thank you and please let me know if I can assist you with anythgin else,

   

  jesse

  Customer Answer

  Date: 08/05/2024

  
  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,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair 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.

  Placed on May 30, 2024 at 4:51 pm to purchase a handicap bed for my bedridden sister. the bed const $2721.93 and was delivered and set up by their vendors on July 1, 2024. On July 5 2024 the zipper that holds the mattress on the bed frame broke (unknown why). Then, July 6 2024 the foot rest would not raise it was touch the floor. Then on July 8 2024 is when the arm rest broke and my sister fell out of bed. she now has bad bruises on her shoulder bone from what the Emergency room said, when we took her there after falling. she can not raise her shoulder and we thought maybe it was dislocated or broken. .This business will not resolve the problem, i want this dangerous bed out of my home and our money refunded.. This bed needs to not be sold to disabled people it is very dangerous, thank God my sister did not hit her head or break any bones from falling, But, still not she can not raise her arm and is in horrible pain from the shoulder injury.

  

  Business Response

  Date: 12/17/2024

  A warranty claim was filed with ************* to assist the custoemr with the bed issue back in July. This has been reoslved

  Customer Answer

  Date: 12/19/2024

  this is a lie. They never helped me with this.  The bed broke and my sister fell down and injured herself. 

  

  Business Response

  Date: 01/29/2025

  Hi *****,

   

  I am very sorry to hear that the bed is not working for you. I see that your bed is covered under warranty by the manufacturer. Have you tried filing a claim with Journey directly?

   

  Their direct number is ************. Please call them so they can have a technician assist you.  here is a link to their warranty: ******************************************

   

  Warranty: Journey Health & Lifestyle warrants all our products to be free from defects in materials, workmanship and assembly. A standard twelve (12) months warranty from the original purchase date applies to the core list of Journey products under normal use in accordance with specifications and warnings and with some limitations, exclusions, restraints or extensions including but not limited to parts, labor, service and other specific considerations. (Specific additional limitations and extensions of warranty, particularly as they relate to the Journey Health & Lifestyle line of mobility products, can be found in the Addendum below.) If within the twelve-month warranty period, any component or part shall be proven to the satisfaction of Journey Health & Lifestyle to be defective, the product shall, at the option of Journey Health & Lifestyle, be repaired or replaced. Contact Journey Health & Lifestyle before sending any product for warranty repair or replacement. Do not send any product without our prior written consent. 
  
  
  Limitations and Exclusio
  

  Customer Answer

  Date: 01/31/2025

  
  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,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:07/25/2024

  Type:Delivery 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.

  Order dentures from Senior.com:Collin - Director of Operations for Senior.com I am completely distraught by the lack of transparency and the shipping violation regarding my denture exchanged experience with Senior.com. After several ongoing correspondences with customer service, I received an email from customer services on 7/16 indicating my ********************* dentures are being shipped out. However I did not receive an email to substantiate the shipping, therefore I contacted customer services again via email to request another update. No outreach (or no response back) from customer service via reciprocating email or phone call, so I reached out again to the "chat with us" on Senior.com. I explained my situation to an online representative, and after a brief latency in our conversation, the representative informed me that my dentures have not been shipped and he would contact the warehouse to get a tracking number for my dentures. Several minutes later, I was not given a tracking number, per customer representative, the warehouse is not responding to his request and that once he obtains a tracking number he would send via email. I contacted customer services today and my dentures have not been shipped and there is no clear explanation as to why they have not been shipped and when they will be shipped. These dentures are imperative and a necessity to the overall eating experience.I would appreciate an update on my dentures as soon as possible. Thank you, ***************************

  

  Business Response

  Date: 08/16/2024

  Hi ******. I am terribly sorry for your experience in shoppiong with us. I do see that an exchange was processed and shipped via ***** 2 day delivery 277704711372 and was delivered to you. Can you please confirm?

   

  *****

  Customer Answer

  Date: 08/16/2024

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/15/2024

  Type:Order 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.

  Company not filling order and not refunding money

  

  Business Response

  Date: 08/16/2024

  This order was deleivred by USPS 9405511105501448975060

  Customer Answer

  Date: 08/16/2024

  although I did finally receive my order after a great deal of effort to get a satisfactory response from their customer service. I would never use or recommend this company to anyone based on their lack of customer service. 

• Initial Complaint

  Date:07/13/2024

  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 a cane tip from senior.com for $20.18 on July 1, 2024 and it wont fit my cane as promised. They will not refund my money except I pay shipping and a restock fee. I wanted this cane-tip type because it promised 360 pivoting design and that it would stand on its own. However, even though in its description and on the packaging, it says attaches to any three-quarter inch diameter cane in seconds and transforms your every day cane into a hurricane. It will not fit on my cane that is 3/4 in. I have called the company twice got the same gentleman because hes the only one working and he tells me that its only for a hurry Flex cane a replacement for the hurry Flex cane. However, it does not say that anywhere in the description or on the packaging. I asked to speak to a supervisor and he said he was the only one working and that he was trained exactly as his supervisor was. Even though I tried to get him to understand that what he was saying, wasnt what was advertised and he continued to tell me that we were going in circles . I cannot use this cane-tip as it will not fit on my cane, and I just want the money I paid, the $20.18 back without having to pay a restocking fee or the shipping since it wont work.

  

  Business Response

  Date: 08/16/2024

  Hi,

   

  My apologies that you have had issues wuth the cane tip. usually all items must be retruned in order to recive a refund within 30 days of receiving your order. We have a self-automated retrun portal directly on our site. To make this easy for you, I went ahead and processed your full refund so no need to retrun the cane tip. Have a wonderful weekend : )

   

  *****

  Customer Answer

  Date: 08/17/2024

  
  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, as they have already refunded my money. I  consider this complaint resolved thankfully.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/06/2024

  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.

  On June 25th, I ordered a ****** that I need to get around. Two to three day shipping was selected. I received an email that it was shipped on the 25th. As on 7/6/2024 I have not received this device that I need and the tracking shows a label has not even been created. I have emailed the company twice, called multiple times with no resolution. I received a response to an email July 2nd from ****** that he would look into the matter and get back with me. No response occurred. I have left voice mails and further emails. Vulnerable seniors and disabled adults are at risk of not receiving required medical devices. This company needs to be held accountable. I cannot afford to order another ****** and they have already charged me despite not receiving the product. I need this device to safely get around!

  

  Business Response

  Date: 08/16/2024

  Customer ordered an Open Box unit which was out of stock so we upgraded her unit to a ***** new one for free. It was delivered via FEDEX 276355367367

   

  Thank you

  *****

• Initial Complaint

  Date:06/21/2024

  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.

  Ordered a full set of dentures from them on July 13 with 2-3 day shipping and it arrived on July 18. They had shipped me 2 upper sets, instead of an upper and bottom full set. I contacted them immediately via chat on their website, the *** said he had to contact the warehouse and would get back with me. I never heard from the *** again. I called July 19 the *** said that he had to talk to the first *** to see what was being done and would call me back. He never called back, sent an email saying they were waiting for confirmation on how to proceed to resolve this, July 20 received no communication from them. July 21 attempted to call, chat and email them. Automated phone system says I've called them outside of normal business hours but it was during their normal business hours. They didn't respond to my chat and have yet to reply to my email. Been getting the runaround about resolving this situation since I contacted them and now customer service is unavailable.

  

  Business Response

  Date: 06/21/2024

  We are extrenely sorry you recived 2 of the same sizes. Our custeomr service team informed me that they have indeed spoken to you to get the correct size shipped out right away and expedited. In that order, there is a return label as well to ship the incorrect size back to us. I will have a custoemrs service *** call you as well to confirm everything. My apologies for any inconvenience this has caused you. 

   

  Thank you for your patience,

   

  *****

  Customer Answer

  Date: 06/21/2024

  From the conversation with the ***, shipping label and further instructions were to be sent by email. I haven't received the email. Still where I was, stuck with a set of dentures that I can't use with me getting the runaround from the company. 

  

  Business Response

  Date: 12/17/2024

  I show that our custoemr service team worked with ***** ******** to correct the issue. The correct item was sent to him ***** 2 day delivery on June 21, ************ and now he has everythgin he needed. This case can be closed

   

  *****