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

Robert A.
Dec 10, 2025
Good luck getting your refund
I tried the Custom inserts and they were not for me.Even though they were well made and of good quality, they were not working for me. I sent them back a week after I received them and now I can't seem to get my refund after over a month of waiting. They used to respond to my request but now just silent. Looks like I'll have to take legal action on this, I rather not...but might have to.
Response from Upstep Custom OrthoticsDec 16, 2025
Hi there, We’re truly sorry to hear about your experience — this is not the level of service we want any of our customers to receive. While delays can occasionally happen, they should never impact you the way they have, and we sincerely apologize for the inconvenience. We are currently reviewing your case to understand what went wrong, and we will make sure your refund is processed as quickly as possible. Thank you for bringing this to our attention, and again, we’re very sorry for the frustration this has caused. Please feel free to reach out directly so we can assist you right away.
Report
Mark D.
Dec 8, 2025
I requested a refund due to other med…Update: after file a complaintwith the BBB and many attemps I finaaly got my money back December 26.
I requested a refund due to other med issues on November 5. I was informed would take 14-18 business days to process. On December 2 again requested was told 2-5 more business days, Now it is December 8 and still no refund. Be careful with this company.
Response from Upstep Custom OrthoticsDec 9, 2025
Thank you for sharing your experience, and we sincerely apologize for the delay and frustration this has caused. We fully understand how important timely refunds are, and we truly regret that this process has taken longer than expected. Please rest assured that our team is committed to resolving this to your full satisfaction. We would really appreciate it if you could contact us directly and provide your order details so we can locate your case and urgently look into the status of your refund. Thank you for your patience, and we truly hope to turn this experience around for you.
Report
Barbara
Nov 26, 2025
Good product bad customer service
Good product, not so good customer satisfaction…. I have bought from them in the past, and they do love their “rules” , much more than they do like listening and talking care of their customer.. Never again..
Response from Upstep Custom OrthoticsNov 27, 2025
Thank you for sharing your feedback, and we’re truly sorry to hear about your experience. This is not the level of service we aim to provide, and we apologize if it felt like we were focused on rules instead of listening and taking care of you. We would really appreciate the opportunity to look into this further and make things right. If you could please share your order details with us, we’ll review it as soon as possible and do our best to improve your experience with us. Thank you for bringing this to our attention.
Report
Denise
Nov 24, 2025
I cancelled my order and was promised a refund…
I cancelled my order and was promised a refund! I have been getting the run around!! Have not heard for m them!! Do not recomend!!
Response from Upstep Custom OrthoticsNov 27, 2025
Thank you for reaching out, and we’re truly sorry for the delay with your refund. We completely understand how concerning this is, especially after waiting so long. Please accept our sincere apologies for the inconvenience. We will make sure your refund is processed and issued to you as quickly as possible. Our team is prioritizing your case now, and we appreciate your patience as we work to resolve this for you.
Report
dzzmn
Nov 24, 2025
I sent back my order
I sent back my order, it shows it was delivered October 15th, when will my refund appear on my account? This is a follow-up to your previous request #973126 This is my order number Order number UP-200222303 It's been 38 days no response, no refund, I'm elderly and this is a lot of money
Response from Upstep Custom OrthoticsNov 27, 2025
Thank you for reaching out, and we’re truly sorry for the delay with your refund. We completely understand how concerning this is, especially after waiting so long. Please accept our sincere apologies for the inconvenience. We will make sure your refund is processed and issued to you as quickly as possible. Our team is prioritizing your case now, and we appreciate your patience as we work to resolve this for you.
Report
Jan C.
Nov 19, 2025
Customer service response to my email…VERY POOR
Customer service response to my email stating "I will not be ordering another pair" - meaning I will not not not order anything from upstep. I have not received the product I ordered and paid for on October 7, 2025. Why would I want to order anything more from this company?
Response from Upstep Custom OrthoticsNov 24, 2025
Thank you for sharing your feedback, and we’re truly sorry for the experience you’ve had. We completely understand your frustration, especially given the delay with your order. This is not the level of service we aim to provide. Please know that we are actively working to expedite your order and get it shipped out to you as quickly as possible. We sincerely apologize for the inconvenience and appreciate your patience while we work to make this right. If you need any updates or assistance in the meantime, our team is here to help.
Report
Actual C.
Nov 18, 2025
Every time I write their customer…
Every time I write their customer service it seems like a bot is answering my question
Response from Upstep Custom OrthoticsNov 24, 2025
Thank you for your feedback, and we’re sorry to hear that it felt this way. We want to assure you that our customer service team is 100% human. every response is written by a real team member who is doing their best to help. We’re sorry if our replies came across as automated, and we appreciate you bringing this to our attention. If there’s anything we can clarify or assist with, we’re here and happy to help.
Report
Robert Ventura J.
Nov 16, 2025
Somehow the package was returned to…
Somehow the package was returned to them from the usps. They had my address correct but somehow the usps let them mail to an address that didn’t exist. It gets better I attempted to buy these a year ago and would you believe that the same exact thing happened then. The same customer service women. When I asked for the status of this order she informed me that it was returned to sender. I don’t think she remembered that she said told me the same thing when I first attempted the purchase. Maybe it is just a coincidence
Response from Upstep Custom OrthoticsNov 18, 2025
Thank you for sharing your experience, and we’re truly sorry for the frustration this has caused. Unfortunately, there are rare occasions when the shipping carrier is unable to deliver a package correctly, even when the address is accurate. In this case, the parcel was returned to us by USPS. We completely understand how disappointing it is, especially since something similar happened to you before. We apologize for the inconvenience and appreciate your patience. Your package has now been reshipped using a different shipping method to ensure it reaches you as quickly and smoothly as possible. If you need anything else or have further questions, we’re here to help.
Report