Upstep Custom OrthoticsReviews of upstep.com

Response from Upstep Custom OrthoticsSep 29, 2025

Thank you for sharing your feedback. We’re truly sorry to hear that your orthotics did not meet your expectations. Each pair is custom-made by podiatrists, and it’s important to us that every customer feels supported and comfortable with their order. We’d really like the chance to review your specific case and see how we can make this right. Could you please send us your order details? Our team will personally look into it and discuss the best solution with you. Your satisfaction is very important to us, and we appreciate you giving us the opportunity to resolve this.

Response from Upstep Custom OrthoticsSep 18, 2025

We’re very sorry for your experience. This is not the service we aim to provide. Please contact us with your order number and we’ll resolve this as quickly as possible.

Response from Upstep Custom OrthoticsAug 24, 2025

We’re truly sorry for the delay and the experience you’ve had. Your order is already on its way. Since our orthotics are custom-made, the process can take a bit of time and occasionally, there may be unexpected delays. We appreciate your patience and are here if you need any further assistance.

Response from Upstep Custom OrthoticsAug 25, 2025

Hi Charles, We’re truly sorry to hear that the orthotics you received caused discomfort, and we appreciate you taking the time to share your detailed feedback. Since our orthotics are custom-made, there can sometimes be a short break-in period as your feet adjust to the new support. This is why we recommend easing into daily use gradually. We understand, however, that this wasn’t your experience, and we're sorry for the inconvenience it caused. That’s exactly why we offer the option of a complimentary remake to fine-tune your orthotics based on your feedback and ensure the best possible fit and comfort. We’re here to help, and we’d be happy to continue working with you to get it right. Your satisfaction means a lot to us.

Response from Upstep Custom OrthoticsAug 25, 2025

Hi Mike, We’re truly sorry this was your experience. it’s certainly not the level of service or quality we aim to deliver. While we do our best to ensure accuracy, mistakes can occasionally happen, and we understand how frustrating that can be. We appreciate the detailed information you provided with your order and regret that the orthotics didn’t meet your expectations. We would be happy to offer a complimentary remake, tailored specifically to fit your shoes and needs. This is part of our commitment to making things right. We’re always working to improve, and your feedback helps us do better. We sincerely apologize for the inconvenience and disappointment you've experienced, and we hope you’ll give us the opportunity to make it right.

Response from Upstep Custom OrthoticsAug 13, 2025

We’re very sorry to hear about your experience and appreciate you sharing this feedback. This is not the standard we aim to deliver. We’d like to review your order and understand exactly what happened so we can address your concerns and work toward a resolution. Could you please send us your order details so we can check this for you? Our goal is always to ensure our customers are satisfied, and we’d be happy to investigate and see how we can improve your experience.

Response from Upstep Custom OrthoticsAug 11, 2025

We’re truly sorry to hear about your experience and understand how frustrating this must be. Our warranty policy covers up to 180 days, but we’d be happy to review what happened with your orthotics and see how we can improve your experience. Our goal is to make sure you’re completely satisfied, so please reach out to us directly and we’ll do our best to help.

Response from Upstep Custom OrthoticsAug 6, 2025

Hi Chad, We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback. We understand your frustration and sincerely apologize for the delay. Refunds can take a bit of time to process, but we want to assure you that your refund was completed today, and you should receive a confirmation email shortly. We’re always working to improve, and we appreciate the opportunity to address this. If there’s anything else we can do to help, please don’t hesitate to reach out.