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:05/28/2024

  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.

  I bought a pair of easy pin Dentures from ********************** there was a hard plastic piece in the top denture and when I melted it down to do the boil and bite I could not because it cut my roof of my mouth really bad. They were just really poorly made and I could not use them. I only bought them because on their website it says if you're not satisfied you can get a refund. I have contacted senior.com over the past 3 months over 30 times. They keep telling me that some guy named **** daily is over the easy fit dentures and he will call me back. I have left several voicemails on his answering machine probably over 10 by now and he never calls me back. I did talk to him in person one time he told me to send a picture of the top denture and I did and he never called me back. So I called him like 5 minutes later and he rejected my call. I feel like I have been scammed. I spent $417 on these dentures and I am disabled I only make $940 a month. So I had to save up this money for these dentures and they were just horrible and they ended up cutting the roof of my mouth. Please help me. I have made a complaint to the Better Business Bureau over the phone but nobody has ever done anything or got back with me. I just tried to call senior.com again and I got their answering machine and they will never call me back I feel like I have just really got scammed I am so upset

  

  Business Response

  Date: 01/29/2025

  Hi,

   

  Unfortunately as it states on our site, Dentures are not retrunable once they ahve been opened and used. You should have recived a card inster with your order with a helpful guide and videos to walk you through how to mold them to your mouth. We also have a customer service team available to assist you. These can be molded up to 20 times. Please let me know if you would like me to have a specialist give you a call to assist you.

   

  *****

• Initial Complaint

  Date:05/20/2024

  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.

  After countless attempts to for Senior.com to fix my order, I would like to return my full order for a refund please. I cannot support a company that is so poor in customer service and quite literally not reply to my countless emails about my issue. I have a full time job with kids and I make every attempt to help out my dad whom is too old to use technology and it is quite frustrating when I do happen to have free time, Senior.com just says that they will forward my concerns to the relevant ******* original order delivered to me with missing items from the box and when I contacted the merchant, they have claimed that there was a mistake in the warehouse processing. The agent at the time said that their warehouse is using new software where they misinterpreted my item count as 1 but I ordered 2. The day of delivery, I have immediately contacted the merchant about my concerns and they were very nice and prompt to ship out my item with expedited shipping. However, that was 4 weeks ago. I have not received anything and I continue to email back but now the merchant is no longer replying. At this point, I would just like to return my full order and receive a refund. I was only sent 3 out of 4 items in the order and Senior.com seems to be okay with cheating a customer instead of making things right. Order No. SE106412

  

  Business Response

  Date: 05/21/2024

  Hi ****,

   

  I am very sorry part of your order was delivered late. I checked your order informatoion and see that all items ordered have been delivered:

   

  BP7450 - **** Priority Mail 9405511105500530685726 delivered 5/20
  

  BP7450 and Pulse oximeter: 1Z2F87F70337625601 delivered 4/26

  Ankle brace: 9400136105441864561709 **** delivered.

   

  If you need to retrun teh items for a refund, please visit our retruns center here:  *************************************************

   

  Please let me know if I can be of any more assisnatce. I do apologize the order was fulfilled in different dates and for any inconveneince yjis may have caused you and yoru family. 

   

  *****

  Customer Answer

  Date: 05/21/2024

  Hi,

  Due to the delay, all the items in my order is ineligible for a return now. All items are still unopened but Senior.com has taken too long to rectify the issue in order for me to make a return. I have also requested the item to be cancelled countless times but had no reply

  

  Business Response

  Date: 12/17/2024

  Hi,

   

  I checked your order and show that all items were delivered:

  UPS: 1Z2F87F70337625601

  USPS: 9405511105500530685726

  USPS: 9400136105441864561709

   

  Please close this claim

   

  *****

• Initial Complaint

  Date:05/15/2024

  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 4/26/24. Order number: SE106821. It is a Vive Health Upper Arm Precision Blood Pressure Monitor. Never received. Requested refund on 5/9/24. Told it would take up to 48 hours to receive the refund. Still have not received it. Senior.com phone number ************. Their address listed is: Senior Exchange Inc., ****************************.

  

  Business Response

  Date: 12/17/2024

  The customer recivd a full refund back in July for SE106821

• Initial Complaint

  Date:04/23/2024

  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 April 6, 2024 I ordered my father the Reyhee Superlite 3-in-1 Electric Foldable Wheelchair. According to the website your items should be to you within 4-7 days. It has been several weeks and we still do not have the product. I called on April 16th and was told by **** the alleged CEO said that the item had just arrived and that I would have tracking within ************************************************** by the following Monday at the latest. Today is April 23rd and still no chair. I called yesterday and spoke with *** who explained to me that he was going to investigate and see what was going on. When I asked him to speak to a supervisor he stated that he was the supervisor, yet when I told him what **** said to me on the 16th he said "oh that's good to know". He had no idea what was going on but would get back with me on April 23rd. I explained to him that the chair was needed for my almost 80 year old father to attend his first grandchild's college graduation and because of them and their "guarantee" we are now out of over 1k, a plane ticket and a memory that my father will never get to relive. So **** calls me back only to tell me the same lie that he told me last week. When I called him on it and asked for the truth he hung up on me. I tried to call back and of course he ignore my call. I left a not so nice message and I AM LIVID at the unprofessional behavior of this CEO and the horrible customer service. This company should be out of business. How dare you do this to the elderly and their families. You ********************* should be ashamed of yourself. Not once did they apologize or offer compensation for the trouble. NOTHING but more lies. NEVER EVER purchase from this company. Boycott until they improve or stop mistreating our seniors.

  

  Business Response

  Date: 05/03/2024

  Hi ********,

  first and foremost, I am extreemly sorry for the ordeal you had to endure throughout this order and the communication regarding it's delivery. At time of order, we were unaware from the manufacturer that this was not available to ship immediately. We were informed that the container has been delivered to the dock and was awaiting customs clearance. As we continued to receive information about the delay, that should have been relayed to you so you could have made a decision which we very clearly dropped the ball on. We continued to get date delays on the conatiner clearing customs and the shipping date was then pushed back on our side. I do see that we had notes in our system on the delay but it sounds like that information was not relayed to you efficiently or at all so you could prepare for this.

  I am extremely sorry that this had such a personal impact on your families plans to utilize the powerchair for an event and I can not apologize enough for the handling of this order. We asisst the elderly with thousands of orders on a monthly basis and every single order is of the utmost importance to us and that their expectations are exceeded. This particular order and experience fell so very short of that, I am quite appalled by our companies handling of it. I sincerely wish I was involved from the very beginning of this order so I could have taken a more hands on proactive approach with this to make sure communication was done efefctively. We will take this experinece and learn from it so that yourself or anyone else purchasing from us, never experiences this type of service again. 

  I do see that Fedex 273874215610 has this order at your local store as they stated you wanted it held to pick it up?If you want this delivered instead, please let me know.

  I also want to offer you a $400 refund for the handling of this experience to your order should you want to keep it. 

  *****

  COO

   

• Initial Complaint

  Date:04/05/2024

  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.

  Using this product they claim can be done in 5 minutes, I tried 3hrs and still cant use it.

  

  Business Response

  Date: 05/08/2024

  In most cases this can be molded to someones mouyth in less that 5 minutes, however everyones mouths are different so instrucations allow you to re-boil many times in order to get the right fit. Your order does come with an instructional pamphlet. A claim can also be filed on our site here:

   

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

   

  Please let me know if you need more assistance,

   

  *****

• Initial Complaint

  Date:04/04/2024

  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.

  I am writing to express my extreme disappointment and frustration with the service provided by Senior.com. My recent experience with this company has been nothing short of a nightmare, and I feel compelled to bring it to your immediate attention.On 3/8/2024, I placed an order for a hospital bed for my ailing mother-in-law, who had to move from ************ to ******** for better long-term care options. It was made explicitly clear that the bed was urgently needed, and I was assured that it would be delivered within a week. However, this promise turned out to be nothing but a false assurance.Despite numerous attempts to obtain updates on the status of my order, I was met with nothing but silence and incompetence from this company. No one could provide me with any concrete information regarding when the bed would be delivered. As a result, I was forced to spend almost $1,000 out of pocket to purchase an interim bed from another provider, adding unnecessary financial strain during an already difficult time.Tragically, my mother-in-law passed away within just two days of her arrival in ********, without ever having the chance to use the bed that was supposed to provide her with comfort and support. To make matters worse, the bed from Senior.com is now en route somewhere in ********, serving as a painful reminder of your company's failure to fulfill its obligations.Throughout this ordeal, I was repeatedly promised a point person who would keep me informed about the status of my order. However, not once did I receive a call or any form of communication from this individual. It is appalling that this company would make such promises and fail to follow through on them, especially in a situation as sensitive as this.Furthermore, despite the immense inconvenience and emotional distress caused by this company's incompetence, I was never offered any form of compensation or refund. This lack of accountability and disregard for customer satisfaction is completely unacceptable.In conclusion, my experience with Senior.com has been utterly disappointing and unacceptable. I demand immediate action to rectify this situation, including a full refund for my order and an explanation for the gross mishandling of my case. I sincerely hope that steps will be taken to prevent other customers from enduring similar hardships in the future.Yours sincerely,***********************

  

  Business Response

  Date: 04/12/2024

  Hi ******,

   

  I am terribly sorry that this order was not delivered as quickly as possible and did not meet your expectations. I fully understand your frustration as these items are needed as quickly as possible in times of emergency. Unfortunately with large beds like this, there is not a means to expedite the order because of the handling of the large items, the preparation it takes to ship and the fact that it has to go on a pallet to ship with a freight carrier. This particular bed i believe shipped from New your with **** Pro number ************ so it has to go to multiple hubs in order to eventually get to the delivery hub in your state. It is very frustrating dealing with freight companies as they are 100% on their own delivery schedule and do not appease the customers or the shippers. They also have to contact you to schedule a delivery date which can add additional time. 

  I am looking in to why ******* would have told you about a week as these types of items almost never are delivered in 1 week. I will also contact **** to find out why it took so long for them to deliver this bed as I completely agree with you thsi took way to long for delivery. I do see that you guys received the bed instead of refusing it and have since donated the bed away. Unfortunately I cannot provide a full refund as the bed was received and donated instead of returned to us. I can however off you a $500 refund for teh inconvenience this has caused you. My apologies for this whole ordeal and I do hope we can make this right for you.

   

  *****

• Initial Complaint

  Date:02/27/2024

  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.

  I purchased the upper denture from Senior.com in hopes to replace the dentures that my Veteran spouse who lives in a nursing home. He previously has had 2 sets of dentures professionally fitted, but lost both. I hoped this would be a great option, but dentures did not work as advertised. After repeated attempts to fit per instructions, the dentures never became pliable, they remained hard and rigid! I am requesting full refund due to false advertisement.

  

  Business Response

  Date: 02/27/2024

  Hi *******,

   

  I am sorry to hear these did not work well for you. Luckily these dentures are able to be remolded to fit a mouth up to 20 times. We provide a tremendous amount of resources including helpful how to videos, guides on how to fit your mouth, and a claim form to have a specialist give you a call. Have you been able to look in to any of these solutions?

   

  This item once opened is a non returnable item as stated in the card you received upon purchasing, on teh box itself before opening, and in our return policy on every page of our website.

   

  We would love to help you get these fixed. Please visit this link to have a specialist give you call,

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

  *****

• Initial Complaint

  Date:02/16/2024

  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.

  I ordered a wheelchair for my mom, almost $500, because she needed one as soon as possible as she was released from the hospital. I ordered a purple one, as this is her favorite color and I received a red one. Although the color may not matter to most, for my 92 year old mother, and the first time being dependent on it, the color DID matter. I immediately let them know and still have no resolve

  

  Business Response

  Date: 04/03/2024

  Hi *****,

   

  I am terribly sorry the incorrect color was shipped. Not to worry though as we can certainly get that replaced for you. Do you happen to have your order number? I was unable to locate your order under your name. The order number should start with an SE:

   

  Please advise:

   

  *****

  

  Business Response

  Date: 05/08/2024

  I am terribly sorry the incorrect color was shipped. i see notes that you had contacted us and a representative was assisting you. Can you cofnirm if this was resolved?

   

  *****

• Initial Complaint

  Date:02/09/2024

  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.

  Bought a upper denture from senior.com and the product was not worth the package it came in. Did not fit in any way whatsoever and Senior.com absolutely refuses to refund for any reason. The product is very heavy, bulky and very cheap. Simply nothing but a scam. Scam that took my $215 all the way to the bank laughing. Would never purchase anything from Senior.com. Total scammers

  

  Business Response

  Date: 04/03/2024

  Hi,

   

  I am very sorry to hear about your experience. We can assure you that these are not a scam as we have sold thousands of these and have had thousands of very happy customers. It is extremely important to follow the instructions during set up. Below is a link that can assist you,

   

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

   

  Thank you

   

  *****

  

  Business Response

  Date: 05/08/2024

  Hi,

  We are very sorry to hear that  you were not happy with your purchase. Although these dentures work very well for thousands of happy customers, we do realize that everyones mouth size and shape is different. Luckily, these can be re-boiled and molded many times to get the right fit. Below is a step-by-******************* that *** better assist you:

   

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

   

  *****

• Initial Complaint

  Date:02/02/2024

  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.

  I ordered a Gatsby scooter on 12/18/23. It was delivered in an intact, strapped shipping box with pallet. We inspected the box while on the truck and watched the driver bring it from the truck to our garage without incident. When we opened the box we saw significant damage: the windshield was broken and torn away from one side, with a large piece missing (the piece was later found in the locked storage compartment of the scooter, meaning somebody had to place it there before shipping; the left rear wheel was damaged and bent; and the entire seat was crooked. I immediately emailed Senior.com with these details and someone there sent an acknowledging email. Since then I have sent 23 photos which they requested, called and emailed, even tried to exchange it online but it wouldnt work. Now it says online that it has been exchanged but it HAS NOT. ***** from Senior.com is supposedly working on this but it has been almost a month and they have done nothing at all to resolve this. The scooter is still sitting on its pallet in my garage, we didnt move it or try to use it since it is so damaged.

  

  Business Response

  Date: 05/08/2024

  The manufacturer is currently dealing with the claim from the frieght company for the damged scooter. The customer has recived a full refund already and this case can be closed,

  Customer Answer

  Date: 05/08/2024

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