Upstep Custom OrthoticsReviews of upstep.com

Ordered and paid in February, Sent molds in March Update - will arrive in May. Update 2 - we will send one in May, Update 3 - log in to track order - no info, email customer service ‘will expedite’ Update 4 - email customer service ‘sorry’ (Shahar says he will personally talk to the production manager.) Update 5 - I email customer service because I have not heard back from Shahar and receive a reply ‘here’s $20 off - insoles on the way’ Update 6 - it’s mid June, no insoles, I’ve called, emailed, Tweeted on X, left an Instagram comment. Starting to think this is a scam. Edit 1- June 19 - After I post this review Kirsten replied & I immediately responded. There is hope. Edit 2 - June 20 - no response so far. I will email her again Edit 3 - June 21 - Kirsten replied to tell me she will look into it and I will hear from her next week. Admittedly I am doubtful. Edit 4 - June 24 - Kirsten replies...'I have spoken with the production manager...' She is my third customer assistance contact and the third to be looking into it, talking to the production manager, and the second to assure me my order is being expedited and will be shipped this week. I guess we will see. Edit 5 - June 26 - Kirsten is proactive and writes and says one of my pairs is being sent. June 28 - my first pair of insoles has arrived. Edit 6 - June 28 - after my first pair arrived I asked about my other pairs. I was advised to wear these a few weeks so that I could provide feedback and then they would send the rest of the pairs I ordered. This part of the process was not disclosed in the ordering process and feels scammy. Edit 7 - August 12 - No one has ever followed up. The insoles seem fine if not a bit firm. I've been trying since February to get my insoles. At this point I don't believe they are worth fighting for and have written and asked for my money back. Edit 8 - August 13 - Shahar is back and writes to tell me my insoles shipped & arrived June 28. OMG!!! So I write back & explain that one of the four pair ordered were shipped & received. He replies and lets me know it’s my fault I didn’t send feedback (to whom?) or they would have manufactured & shipped the rest. I reply that I would like a refund at this point. Edit 9 - August 13 - Shahar says a refund will be issued and it could take awhile to post. No apology. I will update when I receive the refund. At this point I can honestly say this was one of the worst customer experiences I have had for an expensive and custom product. Operationally they dropped the ball repeatedly and their ‘copy & paste’ replies would indicate my problems are not unique. I did get one pair of insoles and they are just ok. I actually think the ones I got at the local running store are more comfortable. I was shocked to hear about this break in period because they are custom molded. So why the break in period? I don’t know and expect I never will. Good luck to those of you that proceed with a purchase. I sincerely hope it is a better experience.

I've been waiting for insoles and haven't been contacted

I bought the on my feet all day inserts to replace my aging inserts, I've had them for 20 years! They have leather on top which I really like and that's probably why they've lasted so long, they still work I just keep them in my work boots now. I plan to use these in my athletic/dress shoes. The material I don't think will last very long, we'll see. They fit my feet just like my other pair, I put them in and walked in them all day, no issues. They're a little wider at the toe than my other pair so they're a little harder to get in my shoes, I suspect that they will soften with time. My biggest complaint is that it took over 3 months to get them. I think my order got lost somewhere. It was very easy to order them and get fitted, and the fit was perfect. We'll see how long they last, I don't have a lot of faith in the materials, maybe they'll surprise me.

helpful and friendly chat assistant

Kirsten was super helpful. Thank you!

Kristen was very helpful.

It took a really long time to get the orthotics, and they don't seem to provide relief for our child when playing sports. We are now going to get custom orthotics at a doctor's office, as we had originally planned.

Kasie was very helpful in our chat, she answered my questions and refunded my order (that I mistakenly made)