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: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
  
   
  

• Initial Complaint

  Date:06/23/2023

  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 purchased 2 pair compression hose Order number SE85542.Just a tracking number with nothing shipped.No one answers customer service. This appears to be a scam company who is selling products they dont actually have. I want a refund.

  

  Business Response

  Date: 06/23/2023

  Hi *****,

   

  I am sorry to hear that you have not recived the product yet. I checked our inventory and this has been on a manufacturer backorder for a few months now but we have an order that is on its way to us finally. I also checked your messages and chats and I show that our custeorm service team responded to all of your chats, however you left the chat window before the response. We have also sent several emails to you at **********************************

  Would you like to keep your order and ship it as soon as it arrives in our warehouse or woudl you like a full refund processed?

   

  My deepest apologies these have mot arrived sooner.

   

  *****

  Customer Answer

  Date: 06/23/2023

  refund my order. If you dont have items in stock and have not had for months you have no business taking my money and not communicating about how long it would take. 

  

  Business Response

  Date: 12/05/2023

  This order was fully refunded in July. Please close this complaint

   

  *****

• Initial Complaint

  Date:04/01/2023

  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.

  I recently purchased a lower full denture from Senior.com. it is a moldable denture that you put in bowling water and then shape to mouth. When ordering it ask if I weigh more or less than 150 lbs and advised that if my weight was below 150 to purchase the small size and over 150lbs to purchase the large size. I weigh 146lbs so I ordered the small one. When the product arrived I put them in water and tried to mold then as directed. When I put them in my mouth they did not cover from jaw to jaw where the teeth that you use primarily to chew are. For almost a week I tried various times to boil and stretch with no success. I called the company and at first was told that since I boiled them they couldn't refund or replace. After several attempts I was able to get them to escalate the matter and that I would get a call back within 5 days at the longest. I said ok and explained that I was unable to eat anything but soup and would appreciate A call back as soon as possible. Well a week came and went. I then called every doy for almost two weekss and was told each time that I needed to speak to **** and promised a call back later that day. Which I didn't receive. Then when I would call they would transfered to his voice mail. After leaving several messages he called ice at almost 8 pm my time and I missed the call. He left a message apologizing and said that he had tried several times but somehow had my phone number transposed and promised he would try all day the following day. I waited up until 4pm the following day with no call and then called and was transfered to his vm and left a message and have done so everyday for the last 2 weeks with no return call. I am 70 yrs old and can't afford to purchase more and am unable to eat any hard foodd

  

  Business Response

  Date: 06/07/2023

  The weight of teh customer pertaining to size is a recommendation only and not a guarantee which is stated on our website and on the product page as everyones body's and mouths are very different. We provide as much assistance with video tutorials and helpful guidelines for customers to help fit their dentures. We also have a page where customers can make a warranty claim to have a specialist assist them. Unfortunately due to the nature of teh product, once used they are not returnable which is very clearly stated in our return policy. I would be happy to assist *** but we do need him to fill out the appropriate form

   

  Denture page: *************************************************************************

  Denture Warranty Claim link:  *************************************************************

   

  Please fill out the information on the link so we can further assist you. This was also sent in your order receipt and on the post card when your dentures arrived. 

   

  Thank you

   

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

  Senior.com

• Initial Complaint

  Date:03/17/2023

  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 placed on order for the massage chair from Senior.com around the second week of February. They delivered the massage chair around first week of March. I found the defect on the chair within 10 minutes right after they installed the massage chair at my house. I called the delivery guy asking for help. They told me to call the Senior.com. On the same day, I was able to contact the company and they said they will figure out what to do. I asked for full refund of $4,659.21 and asked them to take the massage chair back as soon as possible. Since I took a picture of the chair and they acknowledged the defect. They said they will refund me. After couples of day, I got a random call from the manufacture company saying that I can get the repair instead of refund. I told them I do not want the repair because it is a brand new chair Also I told them I do not know why I even have to speak with the manufacture company. After waiting for awhile, I havent heard anything back from the Senior.com and called them and asking for the full refund. They delayed the process of refund. I got a phone call today, saying that I need to pay for the restocking fee. I do not know how much I need to pay for the restocking fee but It is not my fault at all to send the defected chair so please help me get full refund from this company. I am seeking for the consumer right. Thank you,*****************

  

  Business Response

  Date: 03/21/2023

  We are currently working with the customer and the manufacturer Osaki to schedule a pick up for teh custoemr as he wants to return the item for a refund. becuase the item is a large massage chair, we must have a technician go out to the home to disassemble the unit.