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

Kevin R.
Jul 25, 2025
After 46 days of going back and forth…
After 46 days of going back and forth wanting pictures of our feet pictures of last insoles they accused us of switching feet labels and names absolute chaos is what's going on I have now just requested a refund for the entire order unmade unsent after 46 days and requesting more pictures.
Response from Upstep Custom OrthoticsJul 28, 2025
Hi Kevin, We’re truly sorry for the confusion and frustration you experienced with your order - this is not the level of service we strive to provide. We understand how disappointing this must have been, and we sincerely apologize for the inconvenience. Your refund has been fully processed, and we hope to have the opportunity in the future to give you the smooth, high-quality experience you deserve.
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james W.
Jul 24, 2025
Never got my order trash customer service
Never got my order. Someone sent it to the wrong address. Called three times. Emailed as many times, no one could be bothered to pick up the phone despite my request to call me to do just that. They talk about how good their customer service is, but it is actual trash!
Response from Upstep Custom OrthoticsJul 24, 2025
Hi James, We're truly sorry to hear about your experience and appreciate you bringing this to our attention. We’ve responded to all your emails and are actively trying to resolve this issue. The order was shipped to the exact address provided during checkout. Unfortunately, the shipping company was unable to complete the delivery, and we're currently waiting for your reply via email so we can move forward with a resolution. We understand how frustrating this must be and are here to make it right as quickly as possible. Sincerely, The Upstep Team 👣
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Rebecca E.
Jul 20, 2025
Waiting for service
I have been waiting for more than two weeks for my impression kit to arrive. No answer yet from customer service.
Response from Upstep Custom OrthoticsJul 23, 2025
Hi Rebecca, We're very sorry for the delay and truly understand your frustration. Occasionally, unexpected shipping delays can occur, and we’re actively working to resolve them as quickly as possible. As mentioned in the email updates from our customer service team, your case is being handled, and we appreciate your patience in the meantime. Thank you for bringing this to our attention.
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C. L. H.
Jul 10, 2025
Horrible CS READ before you order UPDATE 7.26.25
UPDATED 7.26.25 Still have not received refund as agreed, Orthotics sent back UPS and received. Time Line Purchased 2/24/25 1st set received 4/13/25 - Wrong even though complete details and photos sent with order. 2nd set received 6/11/25 - over 1" way too short. 3rd set received 7/11/25- same exact size - 1" too short than the 2nd set. So the reply of "not to my liking:, is erroneous. They were NEVER made right! Horrible CS! Ordered in Feb - with great details. Each set sent - WRONG. The 3rd attempt is exactly the same as the 2nd attempt. CS replies are AI generated and not personal. Have requested to speak to a manager/Supervisor numerous times. None have replied. Now they want to charge me to send the Orthotics back to get a refund? WHAT? It is their errors!
Response from Upstep Custom OrthoticsJul 15, 2025
We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback. Please know that all our customer service interactions are handled by real representatives who are committed to helping each and every customer personally. We regret that your orthotics were not made to your satisfaction despite multiple attempts. We take full responsibility for the inconvenience, and we’ve already escalated your case. You will receive a full refund, and you will not be charged for the return. Again, we sincerely apologize for the frustration caused and thank you for your patience as we work to make this right.
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mar A.
Jun 21, 2025
tardaron tantos meses
tardaron tantos meses, en responder y ahora en devolver mi dinero.
Response from Upstep Custom OrthoticsJun 25, 2025
We're truly sorry to hear about your experience and the delay you've faced. This is certainly not the level of service we aim to provide. We would really appreciate it if you could share your order details with us so we can look into this and resolve it as quickly as possible. Your satisfaction is very important to us, and we're here to help.
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VV
Jun 17, 2025
Beware of this company
1. It took a long time for them to prepare and ship the product. 2. The product was of absolutely no use to me. 3. The offer says they will refund what you paid. But when I returned the product, I learned that there's a charge, now $19, for returning the product. An Upstep agent said the charge is in the terms and conditions, but the Ts & Cs are not referred to anywhere during the ordering process - probably no accident. In fact, you have to look at the bottom right-hand corner of their VERY long home page. 4. It took WEEKS and my emailing them to get a refund.
Response from Upstep Custom OrthoticsJun 25, 2025
Hi VV, Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience and the frustration it caused. This is certainly not the level of service we aim to provide. We’d really appreciate it if you could share your order details with us so we can look into the specific issues you encountered, including the return process and the refund delay. Your satisfaction is important to us, and we’d like the opportunity to make things right.
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JOSEPH
Jun 10, 2025
I asked to cancel and order
I asked to cancel and order, it was cancelled no problem but then I was quoted the refund amount different than what I paid, then it was corrected however, I was told it would take 14-18 business days to process refund. It’s been 18 business days and still no refund. When contacted, they said hey forwarded the request to their finance department (again) and I should have a response in 2-5 business days. This is 2025, not 1975, this is unacceptable and I have contacted my bank to dispute this charge since Upstep has been miserable to deal with this.
Response from Upstep Custom OrthoticsJun 11, 2025
Hi Joseph, Thank you for your feedback. We sincerely apologize for the delay in processing your refund. We understand how frustrating this experience has been and we’re committed to improving our service moving forward. We’re glad to confirm that the refund has now been completed, and a confirmation email with proof of the transaction was sent to you. If there’s anything else we can help with, please don’t hesitate to reach out — we’re here for you.
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Dennis A.
Jun 6, 2025
Failed to ship my order correctly
Failed to ship my order correctly. And it’s taking weeks for them to correct my order. And nobody escalate to other than text messages not the greatest customer service company.
Response from Upstep Custom OrthoticsJun 11, 2025
Hi Dennis, We're truly sorry for the issue with your order and the delay in getting it resolved. This is not the experience we want you to have, and we understand your frustration. Please know that we’re doing everything we can to fix this as quickly as possible and ensure you’re fully satisfied. Your new insoles are already on their way and should be arriving in the coming days. Thank you for your patience, and we’re here if you need anything else in the meantime.
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