SCOTT M.
Avoid This Company
Avoid This Company — Refund Guarantee Was Not Honored My experience with this company was extremely poor. The orthotics I received felt cheaply made, did not fit properly in my shoes, and were nowhere near the quality I expected for the price. The company advertises a 30-day money-back guarantee, but despite repeated requests over nearly two months, I did not receive the promised refund. I was repeatedly told that someone from Finance would contact me, yet no one ever did. I ultimately had to dispute the charge with my bank to recover my money. The company also appears to operate from the UK rather than through a meaningful U.S.-based customer service presence, which made resolving the issue even more difficult. Their BBB rating was also listed as an “F” when I checked. Based on my experience, I strongly recommend avoiding this company. Comparable over-the-counter orthotics are available online for a fraction of the cost, without the frustration and poor customer service I experienced.
Response from Upstep Custom OrthoticsJul 24, 2026
Thank you for taking the time to share your experience. We're sorry to hear that the orthotics did not meet your expectations and that the refund process left you feeling frustrated. We understand how disappointing it is when communication and timelines do not meet expectations. We'd appreciate the opportunity to review your case and address your concerns. Please contact us at [email protected] with your order details so we can investigate further and provide an update.