Upstep Custom OrthoticsReviews of upstep.com

Edit: Crazy how as soon as I wrote this review, the very next day I got my money back. It was even ON Christmas! That just goes to show you they didn't need to drag their feet in getting my money back. First it was "you'll get a refund in 10-18 business days" even though they took my money instantly. Then after the 18 business were past and still no refund it was "you'll hear from the refund department in 2-3 days". Again nothing. I emailed again saying "still nothing" to which I received NO reply. So I wrote this review and it was BAM here's your money back, sorry for the inconvenience. Why does it take writing a bad review to get anything done? Just refund the money right away the 1st time! Not a month in a half AFTER the first contact. Bad business. Original: I ordered these and immediately asked to cancel because I just had a bad feeling. They took my money right away and after going back and forth I finally told them to cancel the order and refund my money. That was in November and I STILL have yet to receive my refund. This company steals your money and doesn't send you the product. I don't want the product, I just want my money back. I'm about to contact my lawyer to see if something can be done.

Very cheaply made and not matching my feet prints, used for more than a month very useless and still have all the pain nothing changed. Plus they hold you for 21 days to force you to wait before refund, they also delete all bad reviews from their website and pay google to be sponsored as the best place just to get your money. Also be careful they take “30%” restocking fees as a punishment for asking for your refund. And they are not clear about these details. Scammers but smart.

I had a terrible experience with Upstep. The insoles I received had a poor fit, so I followed their instructions and returned them within the official window. Since then, the company has completely ghosted me. No refund, no customer service, and zero replies to my emails. It is a complete and total scam designed to keep your money while promising a "risk-free" trial. I am now forced to file a chargeback with my bank. Save yourself the headache and go elsewhere.

I received the orthotics and didn’t like them as their adjustments were too much and made my knees hurt. I decided to take them up on their return policy and get my money back. Instead of just accepting my return, they spent multiple emails trying to convince me to accept another pair of orthotics. It started to get a little irritating and I kept declining. They finally agreed and emailed me a return label. I sent it back and hadn’t received my money in like a month so I tried getting in contact with customer support. They never picked up the phone after multiple days of trying and I finally got lucky and they picked up. They confirmed they received my orthotics weeks ago and said I should receive my refund before three business days. It took over two weeks for them to send me a refund while not returning my calls or emailing me like a requested. After my experience dealing with Upstep, and reading all the other recent 1 star review, I highly recommend using another custom orthotic company as this company is unprofessional.

Zero stars. Lots of pretty emails with zero resolution. Worst, absolute worst customer er care on the planet.

Hands-down, the worst customer service experience. Out of three emails sent to their customer service, the first one was never replied to, the second one was replied to, but the reply was some sort of scripted response that didn’t get anywhere near answering my question or my concern, and the third finally got an actual response after asking if they just simply did not give an F. Even if I love this product, I will not be continuing business with them, customer service should not be that difficult. Edit: Upstep reached out to me through trust pilot claiming they wanted to reach out and fix this, yet gave me no way to reach back is it’s a one direction email with no ability to reply, my only option is to edit my review. Yet another example of how insufficient this customer service is - at this point they are just being ignorant or disrespectful or both. DO NOT CONTACT ME AGAIN.

It’s been months and I have still not received my refund. No communication, just an automated reply saying “thanks for reaching out, we’ll get back to you.” They never get back to me. Very unprofessional business model. Not only does the shipping take a long time, but the product is subpar and appears no better or “custom” than over the counter orthotics. UPDATE: 12/18/25- Still no resolution. I contacted customer service and they say they’ll add the concern to my open “ticket.”

This company appears to have a real issue with honoring their return/satisfaction policy. I ordered custom orthotics in late August and received them in mid October (as expected). I tried them for a week and was unhappy with the results. Upon inspection they were thinner and less substantial than the Merrill inserts they were meant to replace and performed poorly. When I requested an RMA, I was met with multiple e-mails asking for a do-over. These offers were politely declined and I had to reiterate my refund request. After finally receiving the RMA paperwork and sending back the orthotics at my expense, I was informed that it would take three weeks to process the refund. Four weeks later, I reached out as the refund had not yet been processed and I was then told it would be resolved in 2-5 business days. We are now 10 business days past that promised resolution window in mid-December with no further responses from the company. I will be filing a formal complaint with the BBB. Edit in response to Upstep note on review dated 16 Dec. 2025: There has been no response directly from the company to me. In fact, there is no evidence of "an investigation". I have yet to receive a refund from them as of 26 Dec. 2025. Ironically, I did receive an e-mail on 23 Dec. asking me to rate their support. If you look carefully at their responses from all the one-star reviews, in combination with no evidence of resolutions on those reviews, it's clear these canned responses are only generated by the company to help persuade others reading them that they are a legitimate business. My advice, file a claim against them with your credit card company . . . that's the only way you'll get your money back.