Upstep Custom OrthoticsReviews of upstep.com

The money back guarantee is no guarantee at all. This is not a risk free purchase as it is made to seem. It’s been two months of patiently waiting for a refund on insoles that were very flimsy and did not form to my feet at all. Many of the positive reviews are based customer service before the process has played out. Every communication invites you to rate their service, which at the early stage of the process, seems great, so five stars show up in far greater numbers than I can believe to be about the product itself. I recommend spending your money on a solid pair of supportive shoes, such as Orthofeet, instead of on sloppy insoles that go into unsupportive shoes.

I do not recommend Upstep. I never received my order, and after requesting a refund, it’s been over 90 days and I still haven’t received my money. Customer service is only available by email and has been completely ineffective. Save yourself the frustration and stay away from this company.

The process was easy to follow, and they were very thorough in making sure that my pair of orthotics would be perfect for my unique feet. I have extremely flat feet, and each one is slightly different. They made a perfect pair. I've tried several orthotics through several podiatrists and Upstep really took the extra steps to make them right for me. Mary is an extraordinary customer service representative who responded with patience and thoroughness to all of my questions-and believe me, I had many.

Mary did an excellent job talking me off the ledge and almost cancelling my order High-grade customer service made me give them the benefit of any doubt. If they employ and support a CSR like her, then they have to have something going on.

Customer service is very responsive and polite, they don’t hesitate to take care of any changes over time

I ordered this product from the from Upstep and soon after I decided not to move forward with this order. They indicated that the shoes that I wear daily would not be a good match for their orthotics so I requested a refund since March 2026 I’ve been trying to get a refund from this company. I finally got a email saying they’re gonna refund me 28 days ago they said the refund will become between 14 and 21 days. I still have not received my refund nor have I heard anymore from this company. I would not recommend this company to anyone.

Do not trust this company. I ordered custom sandals that arrived completely defective (too wide). Assistant Manager Ben emailed me on June 15 and 17 asking me to try an out-of-pocket repair first. He explicitly wrote: "you will get a full refund because have asked you to try out this solution this is my promise to you." To cooperate, I drove a two-hour round trip to a shoe repair shop and spent $10.The alteration did not fix the fit. On June 22, Ben promised a full refund plus the $10 repair cost. On June 23, Supervisor Mary confirmed the total refund amount in writing: "$339." They received my physical return on June 30 and promised an 18-business-day processing window, which expired on July 24.On July 17, a representative named Ryan emailed saying finance would reply in 2–5 days. They never did. When the deadline passed, I emailed again on July 24 requesting an update—completely ignored. I sent another email on July 28 stating that my credit card showed no credit and I had not heard anything from their finance department. Again, completely ignored. Today, I tried calling their customer service line only to get an automated message telling me to leave a voicemail.Upstep has completely gone silent. They are in physical possession of my returned sandals and are withholding $339 that their own management team guaranteed in writing. I have officially filed a bank dispute with Capital One and reported them to the FTC and BBB. Avoid at all costs.

The "custom" inserts are garbage. My orthopedic agrees. They took forever to arrive. I sent them back a month ago despite the "restocking fee" they deduct from your refund, and I am still waiting for my account to be credited. Wish I had never bought these. What a waste of money.