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

Randy
Nov 11, 2025
Purchased one pair of "On My Feet All…
Purchased one pair of "On My Feet All Day" and one pair of "Plantar Fasciitis Custom" and received two pair of "On My Feet All Day". Sent an email to support and after a run around via email this was her last email "Great, so your order is perfect! Please let me know if there is anything else I can do for you." If the insoles are the same, why was there two foot impressions needed during the order. I would hope someone wanted to help other than giving me the run-a-round.
Response from Upstep Custom OrthoticsNov 12, 2025
We’re truly sorry for your disappointing experience and for the mix-up with your order. It sounds like there was a technical issue that caused you to receive two pairs of the same insoles instead of the correct combination. We completely understand your frustration and are already taking steps to make this right. Our team will be reaching out to arrange shipment of the correct pair as quickly as possible. Thank you for bringing this to our attention, we appreciate your patience and the opportunity to fix this for you.
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Karen K.
Nov 3, 2025
Over a month and nothing.
Over a month and nothing.
Response from Upstep Custom OrthoticsNov 5, 2025
We’re very sorry for the delay. Occasionally, unexpected holdups can occur, but we’re happy to share that your order is already on its way and is expected to be delivered today. Thank you for your patience!
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Karen
Oct 26, 2025
This is the most pitiful company I have…
This is the most pitiful company I have seen in a long time. Little to no customer service and their product leaves a lot to be desired. It takes forever to get any kind of response from them. Started in August and still going on. Totally unacceptable!
Response from Upstep Custom OrthoticsOct 27, 2025
We’re truly sorry to read about your experience, and we understand how frustrating this has been for you. This is certainly not the level of service we aim to provide. Once your case reached us, our team responded and worked to resolve the issue, including offering to remake your orthotics to ensure you were fully satisfied. We do acknowledge that the return and remake process can take some time, and we apologize for the delay you experienced. Your orthotics have now been received back, and your refund will be processed shortly. Thank you for your patience. we appreciate your feedback, as it helps us improve.
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Tommy P.
Oct 23, 2025
Bought 4 got 1 then ghosted WTH
Love the inserts,but I purchased 4 pair I only got one, and everyone is telling me they will look into it and get back with me, this has been going on for months! These inserts are not cheap and I need them or I can’t walk without experiencing pain in my feet to the point I refuse to stand up or go anywhere, that’s why I bought 4 pair that and I wear them out but they improve them this year and I was pleased with the new design I just haven’t gotten my complete order shipped and nobody is giving answers that’s why I gave them a low score
Response from Upstep Custom OrthoticsOct 27, 2025
Hi, I’m sorry to hear that this was your experience with us. Because we wanted to ensure the orthotics were a perfect fit for you, we first sent one pair to confirm comfort and check if any adjustments were needed before producing the remaining three pairs. I apologize for the delay. the three additional pairs are already on their way to you and are expected to arrive in the coming days.
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Jack F.
Oct 15, 2025
The worst company to deal with don't…
The worst company to deal with don't waste your time . Takes months to get.
Response from Upstep Custom OrthoticsOct 19, 2025
We’re very sorry to hear about your experience and truly apologize for the delay. 🙏 Please know that we’re doing everything we can to speed up production and ensure your custom orthotics reach you as quickly as possible. Your satisfaction means a lot to us, and we appreciate your patience.
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Bruce J.
Oct 14, 2025
FRAUD
I have tried several times to cancel my order but they refuse to do so and charged my card anyway 1
Response from Upstep Custom OrthoticsOct 15, 2025
Hi Bruce, We’re sorry to hear about your experience and want to clarify that your order was placed directly through our official website, which is why your card was charged. We’ve already sent your impression kit and also received your message regarding cancellation, to which our team responded. If you’d still like to proceed with cancelling your order, we’ll be happy to assist and ensure everything is handled properly.
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David Z.
Oct 8, 2025
Mine did not last one year
Mine did not last one year. The ones from the podiatrist may cost more, but at least they last.
Response from Upstep Custom OrthoticsOct 19, 2025
We’re sorry to hear your orthotics didn’t last as long as expected. Our custom orthotics are made with high-quality materials designed for durability and comfort, but wear can vary depending on daily use and activity level. Please reach out to our support team. we’d be happy to review your case and help find a solution.
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josh N.
Oct 4, 2025
I paid for my orthotics
I paid for my orthotics, I have not received them. It’s been over a month. They continually tell me that they’re working on it which I believe is not true. I truly believe that this company is scamming people.
Response from Upstep Custom OrthoticsOct 5, 2025
We’re truly sorry for the delay and the inconvenience this has caused. While we do our best to deliver every order on time, sometimes unexpected delays in production or shipping can occur. We want to reassure you that your custom orthotics have now completed production and have already been shipped to you. You should be receiving them very soon. Thank you so much for your patience and understanding. we truly appreciate it.
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