Upstep Custom OrthoticsReviews of upstep.com

Feels just as bad as the now defunct Smile Direct Club but for feet. My initial confidence in Upstep was quickly killed by its own doing. I did the impressions for running and provided them all the information they needed but their inserts started giving me blisters really bad. Initially it seemed like it would be an easy process to get them redone. Yet I was requested to take pictures of the bottom of my feet while putting my full weight because the impressions according to their employee aren't always accurate. I refused and questioned why they are not pairing up with companies that can offer free digital scans to provide accurate data. In response to my refusal to provide the feet pics I was told in part "[a]s part of our commitment to ensuring the perfect fit, we ask for photos of your shoes when you place an order..." They had photos of my shoes, and they don't make me feel like they are truly committed or they would rely on better information than requesting amateur photos of people's issues. The disconnect is unreal here. I was very hopeful that this was going to be a good experience but it has only caused more pain than if I never bothered to deal with this company. I simply do not trust that me sending a photo is going to provide accurate information on what my actual needs are, I understand that the shoe information is helpful but their claim that it is absolutely necessary feels dramatic and untrue, if it is so committed to providing such good services it should have information on the shoes that can be provided by simply stating a brand and model. I don't appreciate when a company claims to be number one and provides a sloppy service which is 100% what this feels like as of now. ... Stil silent on why you are not using better methods of collecting data. You are a lot of talk but it has been a horrendous experience.

Turn around time for actual product is very slow!

Very bad customer service. The insoles came after months of waiting. They were wrong and hurt my feet. After many emails because they don’t have a phone number they responded. Said they would remake my orthotics but nothing. There has to be better places for orthotics at this price.

I ordered a pair of their custom orthotics, sending pics of my feet and prior orthotics for reference along with a description of the needs I had. The first pair was lost in the mail so it took another 3 weeks until I received my initial pair. Upon receiving them, I immediately noticed they had not provided the needed customization I requested and after wearing them a few days my feet were experience intense pain. I reached out to them and they insisted that they had to be worn for the full break-in period to honor the guarantee. After wearing them for the 3 weeks, my one foot was in extreme pain, so much I had to miss work. They finally honored the guarantee and produced another pair, but these still did not have all the elements for customization I requested. I submitted a return request, have sent them back and received confirmation they received both pair of orthotics. But now, I keep being told my refund will be issued soon. First, it was 18 days, then I was told Finance would reach out in 2 to 5 days. Still waiting for my refund....

The communication is terrible. Every chance I have had a let them know that I had a half inch leg discrepancy and that is what these are for now they’re telling me that if I insist on a half inch level of so that my hips will be level that they will no and void the warranty if these are designed specifically as they are ordered, I really don’t understand why they can’t adjust the left leg so that the rise in the right leg is a half inch more than the rise in the left leg and I don’t know why they didn’t tell me they couldn’t do that to beginning. I’m extremely disappointed. This has been really frustrating for me from the very beginning that I found out I had a half inch leg discrepancy. No one in the medical field has been helpful to me at all. That’s why I turned to uplift obviously they aren’t as talented as they say, and cannot design orthotics, especially to the person’s needs. I appreciate your response however I have numerous texts on the subject as well as I communicated at the very beginning that I had the half inch leg discrepancy and if they could not accommodate it, just let me know then and we wouldn’t go any farther if you want to discuss this issue any further, you can call me! Order number UP-200213726

There is absolutely NO EVIDENCE in my credit card records of a refund from you. Please either initiate the refund or send me written proof of the alleged refund. As an attorney, my time is worth hundreds of dollars per hour and you have wasted more of my time than the cost of the product. YOu may call me directly at 941.383.3883 I have written numerous times just to get the return mail label, and now that I have returned the orotics (April 7), you have failed and refused to refund my payment of $314. It has been over 30 days since I returned the orthotics. I need an immediate response.

even though the company apparently, and supposedly offers a 180 day, customer satisfaction, guarantee, they produced a defective product and would only accept it for return after deducting a shipping charge and using the lowest possible price for the pair of loafer inserts that they produced that were defective and would not fit into my shoes

This company is committing fraud!! Do not buy from this company or they will steal your money!!! My orthotics hurt my feet more than any I have ever tried. I returned these at the beginning of April and still have received no refund. I’ve tried to reach out to find out why I haven’t received my refund and I get no responses and I can’t get anyone on the phone. Do not buy from this company unless you want to be ripped off.