Upstep Custom OrthoticsReviews of upstep.com

I've been trying to get a resolution to an order issue for almost two weeks. My order was changed without my knowledge or consent and then to get it corrected I'm being told I need to send back the insoles that were made in error prior to the ones I ordered being made. It took a week and a half to get a return shipping label. Unacceptable customer service.

They quickly charge payment for orders without complete information. 14-18 business day refund is insane

I have not even received my orthotics, and it’s been a few weeks. Back and forth with emails and now Upstep keeps auto generating this here survey each time I try to contact them about where my items are! So I thought this might get an answer about where are my set of 2 pairs of orthotics?

I haven’t received them.

Tried to call customer service, and number is out of service. Hmmm

I didn’t try them at all. I understood the problem was in my shoe eventually.

Everything went wrong ! I ordered my orthotics one month ago and I still haven’t gotten my impression kit! . I spoke to Daisy on March 11 inquiring about what is taking so long for me to receive my impression kit. She told me it had been returned for wrong address, I don’t understand why no one called me to tell me this, If I didn’t call they would have never contacted me, but they had no problem taking my $348! She sent out a new impression kit and when I tracked it it says running late. This has been going on for 8 days now and no sign of me getting my impression kit. I tried to call again and I got a message telling me to leave my email address. I asked for someone to call me. I got a call from Daisy yesterday and she said she could send out another kit, I asked her if she could expedite it as well as expedite the orthopedic when they finally receive the kit. She told me NO you don’t do that. She also insulted me and said if you want to be inpatient that she would give me a full refund and cancel my order. I asked to speak to a supervisor and was told they don’t talk to customers. Not a good way to do business! My feet hurt so badly when I walk that I have now throughout my back because I’m limping really bad because of my foot pain. I have decided that I would like a full refund and I would like to cancel my order. It’s a shame because I have been getting my orthotics from you for 10 years now. After this horrific experience I will no longer be using your services. Please have someone contact me and confirm that the refund has been issued.

They were incredibly uncomfortable, no matter how long I tried to break them in. Very disappointed and ended up being a waste of money.