Upstep Custom OrthoticsReviews of upstep.com

First, my order did not arrive, so after I waited two weeks, I contacted them and found out my order was misplaced and hadn't been made. At this point, they had my money for over a month. Out of patience, I asked for a refund. They told me the "100%" refund didn't apply and I would have to pay a 15% restocking fee!! A fee on a product I never received. When I questioned this, they said my insoles were in process and I should wait to receive them. So I waited and two weeks later I received a half-insole, nothing like what any of the advertisement photos looked like. I asked again for a refund and they asked to allow them to make another full insole. After TWO MORE WEEKS, the inserts arrived and looked like they took the original partial insert and added on a thin flappy toe portion to the original, with a pronounced ridge at the instep area. They were UNWEARABLE. It felt like standing barefoot on the edge of a carpet. I asked for a refund and sent the inserts back and waited 22 days for the money to re-appear in my account. This whole event lasted nearly three months. Also, during that time, they managed to market their products to me thru my email and cell # several times a week. Shortly after this ordeal, I purchased a pair of Orthofeet shoes and found them to be very comfortable and good fitting with the first shoe I bought. I have bought two more pairs since then. (pair of slippers and a waterproof outdoor pair of low boots)

Order was returned on July 18. Was told I must wait 18 business days for refund. Yesterday was the 18th business day. Inquired about refund. Today’s response from upstep “You can expect a response within 2-5 business days”. Not a customer friendly experience.

I purchased Upstep inserts a few years back. I tried them and, quite frankly, they didn't work. We had a "discussion" about them then and I finally just walked away. A few months ago, here come the emails. I assume that like most businesses, when business slows down the old mailing lists come out. They wanted me to do business with them again so I reopened my prior bad product experience. All that got me was more run around. I would be happy to return them so they can see they were not (and could not be) used. As far as I am concerned, these people who want you to believe they consider their customers first only consider themselves first. No more for me. As for Customer Communication-A+ /Quick; as for Customer Service - poor. They may be good people, at one time I thought so, but I will let other customers weigh in on that. BTW: The CS hides behind one"Sara." That disarmed me and maybe I was too nice from the get-go.

The insoles started out decent for the first 2 months but after that I lost all cusion and the insoles were flat I have now got blisters from where the heal sunk so flat and the back of the insoles have wore blisters on my feet I am not happy after paying 400 dollars for 2 pairs 50 dollar insoles on Amazon work better

Everything was great getting the product but once I needed to return it and get a refund, its been mostly silence. I only get template responses and no action. I returned my orthotics via the label they provided and they've been promising a refund since June. I'm out of $249 and the product!

Not only do you want me to pay hundreds for insoles but I have to go buy new shoes that meet your specifications so you will even make the insoles. Then when I ask for a refund you say ok but its 14-18 business days. Then I still get my refund and you said someone would reach out in 2-5 business days. Still no answer still no refund.

I sent my foot impression mold in the day I received it. Had to email and pester company for 2 months before i received 1 of the 3 custom orthotics b I ordered. It is not close to custom, my wide foot hangs off the edge just like a standard store bought orthotic. Save your money this is a scam.

So far, I’ve been trying to get a refund for over a month. They told me 18 days they are a rip off a big online con beware. Sending all my paperwork emails and proof of payment to the Attorney General‘s office. See if they could do something.