Upstep Custom OrthoticsReviews of upstep.com

there was an actual person that was able to help me and answer all my questions from beginning to end

Kasie provided excellent service. Everything was done quickly. Just they way customers like it.

Ryan provided fast and excellent help tailored to my specific question.

I was able to chat with an actual human. Mary offered to get an answer from her design team and assured me she would honor a sale price. Great chat experience!

I received helpful information with a friendly vibe from Mary when I used the chat.

1/21 Note: their reply is incorrect. I have not received a refund. I eventually disputed the charge with my credit card. The company itself never refunded anything. They do not answer the credit card company contact so it will be 2 more months of wait. Original unchanged 1/13 review: Upstep Orthotics -do not honor their refund policy and DO NOT SEND REFUNDS despite following many, many emails of steps and verified that returned insoles support desk confirmed received 12/16/2024 support was polite but the accounting/finance/returns part of the organization is broken. details: they take your full order cost - mine was in September of 2024 then send you a couple for "testing" (they sent me 2 of the 5 pairs I ordered) the orthotics were a complete mismatch to my foot -- as in the 2 sent were completely the wrong size (.5 size too big) and shape (didn't match my arch) so much so that they looked like they were made from the incorrect mold -- so asked for a refund this first request for a refund was in October at the time they said they would refund the remaining 3 and then deal with the 2 after they received the incorrect orthotics back, then a month later changed the statement to that they would not refund anything until the 2 were returned and in their warehouse (again, I bought 5, they never sent 3 but would not refund the 3 they did not make) I returned the remaining 2, support confirmed the orthotics were received, and then they AGIAN made me wait another 18 days to get the refund for the entire order minus shipping fees. And then 10 days after that they have yet to issue a refund for any of it. from this ticket: https: // upstep.zendesk.com /hc /en-us/ requests/ 9###30 Ryan, Foot Care Expert Hello, Thank you for reaching out. Upon checking, we received the insoles back on 12/16/2024. Please allow us up to 18 business days to process your refund. You will receive a confirmation via email once the refund has been successfully processed. If you have any further questions, feel free to let us know. Best Regards, Ryan, Foot Care Expert UpStep Customer Care Ryan, Foot Care Expert 1 month ago Hi , Thanks for your message. The total refund for the two pairs you're returning, after deducting the $14 return shipping fee, will indeed be $714.36. I apologize for the earlier confusion. Once we receive the returned items, we'll process your refund as soon as possible. Please allow up to 18 business days for this to be completed. If you have any further questions or need assistance, feel free to reach out. Best Regards, Ryan, Foot Care Expert

Ryan was very helpful. I was having issues with my insoles and he handled the issues immediately

Quick answer to my question