Upstep Custom Orthotics Reviews | Read Customer Reviews of upstep.com

Upstep Custom Orthotics Reviews | Read Customer Reviews of upstep.com

Upstep Custom Orthotics reviews

Showing 555 reviews with 1 star · Clear filters

Mark
Mar 20, 2026
Upstep could not deliver and now I have to pay 15%!
Upstep could not deliver my order as promised and has decided to charge me 15% for canceling the order. Need I say more???
Response from Upstep Custom OrthoticsMar 20, 2026
We’re really sorry to hear about your frustration and appreciate you bringing this to our attention. At the time of your request, your order is still within our standard 12–18 business day production window, which allows our team the necessary time to carefully craft each pair of custom orthotics. Because every order is made specifically for the individual, production costs are incurred early in the process, which is why a 15% cancellation fee may apply once work has begun. We always aim to be as transparent as possible. Please reach out to customer care, we would love to be able to speak with you, and get this issue resolved.
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D B.
Mar 16, 2026
Bad every step of the way
Long turnaround with multiple delays. I ordered the product for two issues I have and they did not disclose to me that the product would only assist with one of the issues. When I saw that the product only helped with half of my issues I reached out to customer service and just received unprofessional emails calling me the wrong name with constant spelling errors and not even properly reviewing their prior emails. Their responses were rude and stubborn refusing to compromise or admit to any issues.
Response from Upstep Custom OrthoticsMar 16, 2026
Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations and that there were delays with your order. We also apologize for any frustration caused by the communication you received from our team. Our goal is always to provide clear information and professional support, and we regret if that was not your experience. We would appreciate the opportunity to review your situation further and see how we can help. Please feel free to reach out to our customer care team at [email protected] , and we will be happy to look into your concerns and assist you.
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Nancy C.
Mar 3, 2026
They charged me before I submitted order
They charged my credit card when I never actually submitted the order. I filled the order form out, including credit card, but I changed my mind and I backed out of the site. To my amazement they processed the charge immediately. I called to ask why it was charged and to cancel the order that I never placed. I was told it would be 18 days to refund $328 on an order I never really made. On day 18 I emailed for the refund and was told it was being sent to process the refund that day and it would be another 2-5 days. Well, guess what?? Yep, you got it!! Still no refund, no more email reply, nobody answers the phone... yeah!! You get negative stars for your review.
Response from Upstep Custom OrthoticsMar 4, 2026
Thank you for sharing your experience. We're very sorry to hear about the frustration this situation caused and understand how concerning unexpected charges and refund delays can be. Your feedback is important to us, and we would appreciate the opportunity to look into this further and ensure it’s properly resolved. Please contact our support team so we can assist you right away.
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Regina
Feb 16, 2026
I ordered and paid on January 20
I ordered and paid on January 20. It's been delay after delay and I still have not received.
Response from Upstep Custom OrthoticsFeb 19, 2026
We sincerely apologize for the delay and the frustration this has caused. That’s certainly not the experience we want for our customers. We’d be happy to look into this for you right away. could you please share your order details with us so we can investigate and assist you as quickly as possible? We appreciate your patience and look forward to resolving this for you.
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Live Music Fan O.
Feb 10, 2026
I have not received my inserts
I have not received my inserts. It has been a long time and after a number of interactions I have not received the product. Call me to explain 608-335-1859 Ron Konkol
Response from Upstep Custom OrthoticsFeb 19, 2026
Hi Ron, We sincerely apologize for the slight delay you experienced and for any frustration this may have caused. We can see that your orthotics have now been delivered, and we truly hope you’re enjoying them. If there’s anything further we can assist you with, please don’t hesitate to reach out. we’re always here to help.
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Meg
Feb 6, 2026
Misleading website and poor product
Orthotics I received did not fit my feet at all, they were worse than super feet and are a very different shape than the custom orthotics I've received in the past. There's a full inch difference in the arch height. The website clocking that there is a 30% restocking fee is bs as well.
Response from Upstep Custom OrthoticsFeb 9, 2026
We’re very sorry to hear about your experience and that the orthotics did not meet your expectations. This is certainly not the outcome we want for our customers. Because our orthotics are custom-made based on each customer’s individual impressions, adjustments or a remake can sometimes be needed to achieve the best fit and support. We do offer options to help improve the fit whenever possible. Your feedback is important to us, and we would appreciate the opportunity to review your order and see how we can help. Please reach out to our support team with your order details so we can assist you further.
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Beverly H.
Feb 6, 2026
Cheaply made and were not effective for…
Cheaply made and were not effective for my feet. My feet are flat and these barely lifted my arch. Horrible an to buy anything off Fcustomer service. Took over a month to receive them. They claim a risk-free guarantee and then charge you 30% to return. Hardly risk-free. You can get better orthotics from Temu. I should know better than to buy anything off Facebook. Total scam.
Response from Upstep Custom OrthoticsFeb 9, 2026
We’re very sorry to hear about your experience and that the orthotics did not meet your expectations. This is certainly not the outcome we want for our customers. Because our orthotics are custom-made based on each customer’s individual impressions, adjustments or a remake can sometimes be needed to achieve the best fit and support. We do offer options to help improve the fit whenever possible. We also apologize for the longer delivery time and for any frustration caused by our return policy. Your feedback is important to us, and we would appreciate the opportunity to review your order and see how we can help. Please reach out to our support team with your order details so we can assist you further.
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Sebastien S.
Feb 1, 2026
Got my order and in 2 weeks I got 17 marketing emails!
I ordered two pairs early December. Took 6 weeks for me to get them which seemed a bit long but it also was overlapping the holidays. Got the insoles 2 weeks ago and have not tried them yet. The problem isn't there. I got 2 pairs which are supposed to last 1-2 years each but in the two weeks since I got them I have received 17 marketing emails. This is just ridiculous! It's past just marketing, even past spam... Feels like it's borderline harassment. Haven't even tried the insoles and yet I already have "brand fatigue" and I would never order from them again.
Response from Upstep Custom OrthoticsFeb 2, 2026
We’re sorry if the volume of emails felt overwhelming, that’s certainly not the experience we want anyone to have. Our emails are intended to share updates and helpful information, but we completely understand that preferences vary. You can unsubscribe at any time using the link at the bottom of any email, which will immediately stop future messages. We appreciate you sharing this feedback with us and apologize for any frustration it caused.
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