UP2STEPReviews of up2step.com

Response from UP2STEPAug 8, 2026

Hi Mairisha, Thank you for sharing your experience, and we sincerely apologize for the frustration and inconvenience this situation has caused you. We completely understand your disappointment. After reviewing our records, if your order number was 290032638, we would like to clarify that because the boots could not be delivered within your required timeframe, we mutually agreed to cancel the order and issue a full refund. According to our system, that refund was already processed and completed back in June of last year. We regret that there was confusion in our communication during that time, and we truly appreciate your patience. If you need further assistance, please do not hesitate to reply to this email directly and we will do our best to help track down the issue. We take your feedback very seriously and are continuously working to improve both our production timelines and customer service response. We are truly sorry that we fell short of your expectations and hope we may have the opportunity to serve you better in the future. With warm gratitude, The Up2Step Team

Response from UP2STEPAug 8, 2026

Hi Misha, We sincerely apologize for the frustration and concern you’ve experienced with your order. We would like to kindly clarify that we had a two‑week holiday break in February for the Chinese New Year, which we clearly noted on our product pages at the time. We understand that this may have caused delays in our responses, and we are sorry for any inconvenience this may have caused you. After the holiday break, our team reached out to you to confirm whether you would prefer to wait for the shoes or receive a refund. We appreciate your patience during that time, and once you confirmed your decision to proceed with a refund, we promptly processed it as requested. We value your feedback and are actively working to improve our response times and communication during busy periods. If you have any further questions or need additional assistance, please don't hesitate to let us know — we're here to help. With warm gratitude, The Up2Step Team

Response from UP2STEPAug 8, 2026

Bonjour, Nous vous remercions pour votre message et comprenons parfaitement votre mécontentement. Tout d'abord, nous souhaitons vous informer que le mois de février correspondait à la période des vacances du Nouvel An chinois, durant laquelle notre équipe était réduite et ne pouvait traiter que les urgences. Cela a malheureusement ralenti notre temps de réponse habituel. Nous vous remercions sincèrement pour votre patience et votre compréhension pendant cette période exceptionnelle. Nous avons bien pris note de votre réclamation concernant la non-livraison de votre commande, alors que le suivi indiquait une livraison effectuée. Nous prenons cette situation très au sérieux. Nous avons contacté le transporteur (GOFO France) pour enquêter sur la livraison de votre colis. Nous vous avons également transmis les informations de suivi du transporteur local, son site web et ses coordonnées, afin que vous puissiez vérifier directement l'état de votre colis. Le numéro de suivi que nous vous avons fourni est bien le bon et correspond à votre commande. En raison de cette situation, et après échange avec vous, nous avons accepté de procéder à un remboursement intégral de votre commande. Nous espérons que cette solution vous donnera entière satisfaction. Si vous avez la moindre question ou si vous souhaitez discuter plus en détail de ce dossier, n'hésitez pas à nous répondre directement par cet email. Nous restons à votre entière disposition pour toute information complémentaire. Nous vous remercions de votre confiance et espérons avoir l'occasion de vous offrir une meilleure expérience à l'avenir. Bien cordialement, L'équipe Up2Step

Response from UP2STEPNov 14, 2025

Hello, Thank you for bringing this matter to our attention. Please kindly note that our customer service team processes emails during business hours only, and we handle all requests in the order they are received. We strive to respond to all emails within 24 hours on working days. If we are experiencing a high volume of inquiries, please rest assured that your email will still be addressed within this timeframe. Regarding your order, the screenshot you kindly shared is indeed the order confirmation email, which confirms that your order has been successfully received and processed by our system. As noted in our earlier communication, if you placed the order as a guest without creating an account, the order will not appear in your online dashboard. However, you will receive all updates, including the tracking number, via email once the order is shipped. We have checked our records and can confirm that our customer service team has since replied to your emails. We kindly ask you to check your inbox (including spam or junk folders) for our responses. After reviewing our communication records, we noticed that you later confirmed your intent to proceed with the order. As per your instructions, we continued processing and preparing your shipment accordingly, which is why the order was not canceled. If you still have any further questions or concerns, please reply directly to the latest email from our team, and we will assist you promptly. We truly value your patience and understanding. Should you have any further questions, please do not hesitate to contact us directly. Best regards, Customer Service Team Up2Step

Response from UP2STEPJun 13, 2025

Hi Stephen， We sincerely apologize for the confusion and frustration regarding the delivery of your order. We want to clarify the situation to ensure you have all the necessary information. Your first pair of shoes was shipped and successfully delivered within the expected timeframe. However, for the remaining two pairs, we paused the shipment because you had contacted us about an upcoming move. We wanted to avoid any risk of the shoes being sent to your old address and potentially getting lost, which is why we are always waiting for your confirmation on whether to update the shipping address or proceed with cancellation. We deeply value your patience and understanding and hope to have the opportunity to serve you better in the future. Please feel free to contact our customer service team directly if you have any further questions. Best regards, Up2Step

Response from UP2STEPJun 13, 2025

Hi amanda, We sincerely apologize for the frustration and concern you've experienced regarding your bridal shoes order. Regarding your order confirmation, our system shows that an automatic confirmation email was sent immediately after your purchase. Sometimes these emails can be redirected to spam or junk folders by email providers. When you alerted us you hadn't received it, our customer service team manually resent the confirmation with a screenshot for you. Your satisfaction is our top priority. Any future question, please don't hesitate to contact with us. Thank you for your feedback we'll constantly improve our service. Warm regards, Up2Step

Response from UP2STEPJan 29, 2026

Hi Liesa, We sincerely apologize for the frustration you've experienced. We understand how disappointing this must be, especially after providing your foot measurements to ensure a precise fit. It is important to note that, like many footwear brands, different shoe styles and constructions can vary in fit, even when labeled with the same size. While we strive for consistency, variations in materials and design can affect the final fit. Our customer service team did offer multiple solutions to resolve the issue, and understanding that a replacement pair would not arrive in time for your needs, we mutually agreed to proceed with a refund. We deeply regret that this situation impacted your experience and have taken steps to review our sizing guidance and packaging processes to prevent similar concerns in the future. Thank you for bringing this to our attention, and we hope to have the opportunity to provide you with a better experience in the future. Best regards, Customer Service Team Up2Step

Response from UP2STEPJan 29, 2026

Hi Mary, We sincerely apologize for the frustration you've experienced with your order. We take all feedback seriously and strive to resolve every customer concern with care and fairness. At Up2Step, we are committed to providing excellent customer service and ensuring satisfaction with every purchase. And we do offer returns. To better understand your specific situation and explore how we can assist you, could you please provide your order number? This will allow us to look into the details of your case and work toward a resolution that meets your expectations. Thank you for bringing this to our attention, and we look forward to the opportunity to make things right for you. Best regards, Customer Service Team Up2Step