ComplaintsforSenior.com

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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,

   

  *****

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company not filling order and not refunding money

  

  Business response

  08/16/2024

  This order was deleivred by USPS 9405511105501448975060

  Customer response

  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

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  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

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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.

   

  *****

*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. ↩