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: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,
  
  ***********************
  
   
  

• Initial Complaint

  Date:01/26/2024

  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.

  On December 30, 2023, I ordered a cane tip from Senior.com. The tip was sent in a timely manner; however, the wrong size cane tip was sent, not the size I ordered. After a number of phone conversations, I was finally sent another cane tip. Once again, the same wrong size as before was delivered. I gave up trying to get the product I originally ordered and asked for a refund. *****, the customer service representative who helped before, stopped communicating with me. I sent a request for help through the Senior.com website and received an email from a different representative 2 days ago who promised to get back to me as soon as possible. Meanwhile, refunds are not given after 30 days, which is coming up in 4 days. All I want is the money that I paid for a product I ordered that was never sent to me.

  

  Business Response

  Date: 04/03/2024

  Hi,

   

  I am terribly sorry the incorrect cane tip size was shipped. I see that we did indeed ship it a 3rd time for the 5/8 cane size with USPS 9400111206217723932844
  USPS Ground Advantage. I show that it was delivered. as a courtesy, I will process a full refund for you

• Initial Complaint

  Date:12/14/2023

  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.

  Bought some so called fit at home dentures in Sep 2023. Opened the package and tried to fit them. They are a gooey mess with sharp shards in the goo that surrounds the denture which itself has sharp edges. They do not fit after repeated attempts. Company claims that after opening they are not returnable--- so basically sell a bag of c*** and if its opened can't return it. Customer service is non existent. Only one person "****", apparently an owner can approve a refund and in the last 3 months they have not contacted me or done anything. I filled out a warranty form and then told to wait while they investigate, which means they do nothing but ghost you. Order No. SE91041 September 13, 2023 Denture Warranty Claim #*****-86

  

  Business Response

  Date: 01/18/2024

  **** did indeed contact the customer and asked them if they had gone through the necessary steps that are outline in the guide that comes with the dentures and on our website in multiple videos. We provide as instructions that must be followed in order to properly mold the dentures. The customer sent us a pictures of the denture that were completely melted, which is impossible to do unless you microwave them or fry them in a pan. The instructions clearly state that these must be boiled at a specific tempeture and then molded to your mouth. You can re-boil them up to 20 times in order to get the right mold. These were very clear;y not done correctly. Our refund and rerun policy is clearly stated on our website on every page as well as on the post card that comes with the dentures.

   

  We have a 2 part quality assurance check that 100% verifies that every set of denture leaves the warehouse in perfect condition. They are sealed at the manufacturers plant in plastic that cannot be resealed. Once they arrive at the warehouse, they are inspected before they are shipped out and a stamp of approval is put on each box before it ship. Its is nearly impossible for these to be dragged in transit or melted in any way. Unfortunately these cannot be retuned for a refund after seeing that the dentures had clearly been handled incorrectly.

   

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

  CEO

  Customer Answer

  Date: 01/18/2024

  Theses were never mishandled or melted. I never claimed they were melted, that is something that **** kept saying that I kept reiterating as NOT true. The gooey part that gets soft when boiled is the issue. It is not easily molded and the denture underneath has sharp edges that poke through. This company is a big scam that has NEVER contacted me except by auto reply. I have had to call them repeatedly to speak to anyone. As to their statement that " they were clearly mishandled" is flat out lies and a cop out. The dentures are intact, as shipped. they slop on that gooey stuff that covers the sharp edges of the poorly made denture base and expect it to soften in boiling water and magically conform to your gum line. The top and bottom do not protrude at the same distance leaving an uncomfortable overbite. They sell something that is difficult to use with and then try to blame the customer. I have submitted a claim  3 separate time and only received auto replies in turn. I have also called the so called customer service nearly half a dozen times, each time claiming  they sent the message to the appropriate department and have yet to receive ANY response from that department.

  

  Business Response

  Date: 04/03/2024

  Hi,

   

  is there a good number I can have a representative reach you at to assist you with getting this resolved?

   

  *****

• Initial Complaint

  Date:12/11/2023

  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.

  We ordered some "Easy Dentures" from Senior.com. They were a complete joke. First the upper set we ordered did not have the back 4 teeth at all! (I'm confused as to why they would even bother to ship such a product)Then we followed the instructions precisely (I'm a computer tech, so not an idiot) and the material melted to the point in *************************************************************************** to damage the now melted material, making it impossible to finish the fitting in my wife's mouth. This is definitely not a case of "you get what you pay for" because it's much worse than that. We paid for a completely dysfunctional product. **********************!

  

  Business Response

  Date: 01/18/2024

  Hi *****,

   

  I am terribly sorry these did not work out well for you. The instructions are very clear on how to Boil these and according to teh picture that was sent as well as your statement, you used a pan to do so. We provide an instruction card that comes with the dentures as well as videos showing how to do that. Were you able to follow those to assist you in molding these? We sell hundreds of these a week and its is nearly impossible to melt them if you are following the proper boiling instructions.

   

  i want to help you the best I can. Are you requesting a refund or are you wanting a new set?

   

  We have a 2 part quality assurance check that 100% verifies that every set of denture leaves the warehouse in perfect condition. They are sealed at the manufacturers plant in plastic that cannot be resealed. Once they arrive at the warehouse, they are inspected before they are shipped out and a stamp of approval is put on each box before it ship. Its is nearly impossible for these to be dragged in transit or melted in any way. Unfortunately these cannot be retuned for a refund after seeing that the dentures had clearly been handled incorrectly.

   

  **********;

  COO

• Initial Complaint

  Date:12/08/2023

  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 pair of crutch pads for past surgery recovery. According to this company they were delivered. I contacted **** and they informed me I need to contact the company. I do so and the company continues to not resolve issue. Im at a loss for words. I work hard for my money and I feel like I was bamboozled

  

  Business Response

  Date: 12/08/2023

  Hi *****,

   

  I am sorry to hear you are frustrated with your order delivery. I do see this shipped on time with USPS 9434636106051734130785 and shows delivered to the correct address that was given on your order on 12/2/23 and states left in the mailbox. Have you checked there or is there a parcel locker in your home/complex?

   

  link: *******************************************************************************************************************************************

   

  Here is the address we have:

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

   

  Please advise.

   

  Thank You

  *****

  COO

• Initial Complaint

  Date:11/30/2023

  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.

  Delivered broken beddelivery crew put it back on the truckafter 3 weeks and many emails and phone calls no refund

  

  Business Response

  Date: 12/05/2023

  Hi *****,

   

  I apologize this order did not go as planned. We were quite disappointed to find out the bed arrived damaged and the white glove company was not very helpful. I did process your full refund a few days ago so your order should be all closed out. i hope we can make this up to you in the near future. Have a great day

   

  jesse 

  COO

  Customer Answer

  Date: 12/06/2023

  
  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:11/21/2023

  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 order the Lifewalker Mobility Products H82400 I bought with a ********** Card Tuesday November.21,2023 for the Upwalker H200 it says to deliver will take 1-4 days for delivery then I see on the the Internet 53 compalaints in 3 years from Senior.com

  

  Business Response

  Date: 11/21/2023

  Hi ******,

   

  I do not see that you have placed an order with us. Do you happen to have an order number? It would start with an SE

   

  I understand that we have had some complaints and we do our very best to work with every customer to resolve every issue to teh satisfaction of every customer. What this doesn't tell you though is the millions of happy customers that have shopped with us for the  past ****************************************************************** any way possible so they can shop from us with confidence.

   

  Thank you ******,

   

  *****

  COO

• Initial Complaint

  Date:07/21/2023

  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.

  My wife and I feel like a simple refund and shipping pick-up is being dragged out by Senior.com. We purchased an Up Bed from Senior.com June 6th, it arrived on the 26th to my parents home. When I went to assemble it (6/30), removing wrapping cellophane, I noticed that tape was placed over holes in the box. When I opened the box, 1 inch deep and 4 long cuts were evident where the holes in the box had been. I filed a complaint through the website that was not working well; I followed up with an employee, ********** at Senior.com by phone. He asked me to send photos of the damage so I did through email. He wrote back expressing that there would be an investigation but that I would receive a QR code via email soon. To this date, July 21, 2023, there has been no refund or QR code. By phone, calling on Monday the 17th and Thursday the 20th, I have been told by ****** that he would give me an update but they were waiting for a QR code from the manufacturer. Regardless, I should receive a refund so that my money is not tied up: they have agreed to the refund and pick up, after all. The bed is 179 lbs and is in my parents bedroom where my dad receives care. Its in the way and I my wife and I cannot lift it since we both have hernias. Im not getting any time frame from Senior.com and not getting a call back from yesterday nor today.

  

  Business Response

  Date: 07/25/2023

  Hi ******. Thank you for the detailed message and I am extremely sorry this still has not been resolved. I have assigned this to the head of our custoemr service department to resolve today with the highest priority. I will follow up with you shortly. Her name is ******** and she will be reaching out to you. she can also be reached directly at ************

   

  I apologize for the inconvenience this has caused you. 

   

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

  COO

• Initial Complaint

  Date:07/17/2023

  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 ordered pneumatic air tires for my Rollz Motion ******************** chair. I received a delivery notification from the Shop app at 2:15 pm. Looked outside, no package. I had to search to find the tracking number as it is not provided in the shipment confirmation. ***** showed the package was delivered at 12:17 pm (2 hours before I received the notification) with a blurry picture of a package in front of a blue green door. You cannot see the unit number in the picture. We live in a condo complex with 350 units with the same color door. So I email Senior.com advising them I do not have my package despite delivery notification. No response. I send another email 2 days later to follow up stating I had checked with my neighbors to see if anyone grabbed it for me, and they did not. None of my neighbors even saw the package in front of my door. And I also stated that I submitted a lost package inquiry with *****. They finally respond giving me the tracking info and saying it was delivered. And then asking questions that all the info I already gave to them would answer. So ignoring my email and just giving me the run-around. I responded repeating the info I sent in my previous email and that ***** told me to contact the shipper (them) so they can start a lost package claim. No response. 6 days later I send another follow up email. No response. So I call. The **** ***** was rude & said "well it shows the package in front of your very distinctive green door" I said ALL the 350 doors in our complex are that color. He then emailed me a claim number stating they filed a claim and it was still under investigation. ***** stated the claim number didn't exist and that senior.com never started a claim on my package. It has been over 3 weeks since my package was supposed to be here and they refuse to help. They act like I got the package and am lying to try to get another order. Why would I want two sets of air tires for a rollator? I just want the one set I paid over $300 for.

  

  Business Response

  Date: 07/18/2023

  Hi *********,
  
  
  I am sorry for the inconvenience with this order. ***** takes pictures for proof of delivery as theft is a major issue with deliveries unfortunately especially in complexes with many units. I will go ahead and get a replacement sent out to you and will require a signature so we can avoid any type of loss or doorway theft scenario. Thank you for your patience,

  Customer Answer

  Date: 07/19/2023

  
  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,
  
  C Doble