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 83 reviews with 2 stars · Clear filters

Par H.
Apr 6, 2026
I was trying to get a tracking number
I was trying to get a tracking number. You sent me to a page that said you only needed an email. Then you told me I needed an email and an order number and then I finally get to the page and there is no tracking number. So I finally had to email you to get the tracking number. I feel like you must be completely incompetent. So I don’t expect much from your insoles either.
Response from Upstep Custom OrthoticsApr 7, 2026
I’m really sorry for the frustration this caused—that experience is not acceptable, and I completely understand why you’d feel this way. You should have been able to access your tracking information easily without having to go through multiple steps or reach out again. We appreciate you bringing this to our attention, and we’ll be addressing this internally to prevent it from happening in the future. If there’s anything else you need or if you have any concerns once your order arrives, please don’t hesitate to reach out—we’re here to help.
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Beverly S.
Apr 1, 2026
I am waiting for a remake on my because…
I am waiting for a remake on my because they were too big for my shoes
Response from Upstep Custom OrthoticsApr 1, 2026
Thank you for your patience while we work on your remake! We understand how important the right fit is, and we’re confident your new pair will be a much better match for your shoes. Please don’t hesitate to reach out if you have any questions in the meantime.
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tom G.
Mar 26, 2026
So far, not so good
Though I haven't yet received the fitting kit, I've been disappointed by the lack of communication after I purchased the product. I've asked via chat and email for more information, but only received chatbot responses that promised a response...then, none came.
Response from Upstep Custom OrthoticsApr 1, 2026
We’re very sorry to hear about your experience and the lack of communication after your purchase. That’s not the level of service we strive to provide, and we understand how frustrating it can be to feel left without clear updates. We’d like to look into this for you and ensure you receive the information you need regarding your fitting kit. Please reach out to us directly with your order details, and we’ll be happy to assist you promptly.
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MaryBnCincy
Dec 3, 2025
My orthotics did not fit properly
My orthotics did not fit properly. I asked for a refund and received a return label. I sent them back and am still waiting for my refund.
Response from Upstep Custom OrthoticsDec 9, 2025
Thank you for sharing your experience, and we sincerely apologize for the delay and frustration this has caused. We fully understand how important timely refunds are, and we truly regret that this process has taken longer than expected. Please rest assured that our team is committed to resolving this to your full satisfaction. We would really appreciate it if you could contact us directly and provide your order details so we can locate your case and urgently look into the status of your refund. Thank you for your patience, and we truly hope to turn this experience around for you.
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Carlos
Dec 3, 2025
Never got the impression kit
They use the USPS to ship the impression kit and after 11 days of waiting I had to cancel the order. They should not use the USPS, instead they should use FedEx or UPS if the really care about their customers and reputation!
Response from Upstep Custom OrthoticsDec 3, 2025
Thank you for sharing your feedback. we’re truly sorry that this was your experience and that you felt the need to cancel your order. After reviewing the details on our end, we can confirm that the impression kit was delivered within 4 days and has already been returned to us. Following clarification with you regarding some order-specific details, your custom orthotics are currently in production. We completely understand how important reliable shipping is, and we appreciate your comments. We continuously review our logistics partners to ensure a smooth customer experience, and your input will certainly be taken into account. If there’s anything further you need or if you would like additional updates on your order, we’re here to help.
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Rowan J.
Sep 2, 2025
The orthotics themselves were fine but unhelpful team members
The orthotics themselves were fine, although they didn't fit well, but the customer service was really lackluster. Apparently the podiatrists themselves are located in the UK, and they insisted on me wearing the orthotics for two weeks before they would remake them. I already had professional orthotics made about a decade ago and knew what needed fixing but they are unable to accept any casts of current orthotics or anything to help them in their design. The orthotics created pain for me basically immediately so there's no way I was going to subject myself to that for 2 weeks. I really didn't appreciate that the team was not apologetic at all and were insisting that I do something that would cause me pain. 2 stars at least because the low level customer service was good and they were responsive.
Response from Upstep Custom OrthoticsSep 3, 2025
Thank you for your feedback. We apologize for the frustrating experience you had with your orthotics and our customer service. Our custom-made orthotics often require an adjustment period, which is why our podiatrists recommend wearing them for two weeks. However, we understand that your pain was immediate and significant. We should have listened more closely to your concerns and found a better solution. We have a return envelope ready for you, and we've issued a full refund as requested. We are sorry we didn't meet your expectations and appreciate you sharing your experience so we can improve.
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Singing W.
Aug 13, 2025
Don't waste your time
Seems like a good company for providing custom inserts. But after writing several emails and being passed from person to person, it is way too much work for the consumer. I'm sure they genuinely want to help, but in the end, the execution was awful. I wrote so many emails just to feel like they didn't read it or their responses were just boiler plate. Definitely super low ROI with dealing with this company. Do yourself a favor and get some Currex on Amazon.
Response from Upstep Custom OrthoticsAug 13, 2025
We’re truly sorry to hear about your experience and that it felt difficult to get your questions answered. This is not the level of service we aim to provide, and we appreciate you bringing it to our attention. We’d like the opportunity to review your order so we can understand what happened and work to improve your experience. Could you please send us your order details so we can look into this for you? Your feedback is important to us, and we’d like to do our best to make it right.
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David R.
Jun 29, 2025
Waiting on boxes! Feet hurt and still waiting . U got my money though
So here we go I purchased 2 pairs!!! One for work boots 1 for sneakers ! Almost 400 bucks . On tie 23 rd of June. PEOPLE BUY these like me, not because we want to spend all this money. But because we need them. And here it is the 28th the day my impressions are suppose to be here . And shocker!!!!! They are not, you use the slowest means possible of delivery . It’s now pushed back to the 30th so we’ll see! Again people need these and this is how u get them delivered ! Shows your urgency n making people feel better , you don’t ! Typical! But thanks for telling me they will be shipped right out . I would have spent an extra few bucks to have 2-3 day priority through usps . But u could t even do that for me , so still waiting for impression boxes rhen another 3-4 weeks . Up step not a very good start!!!!! I would be imbarrasswd if my company
Response from Upstep Custom OrthoticsJun 30, 2025
Hi David, Thank you for sharing your feedback. We’re truly sorry to hear about the delay and the frustration it has caused you. We understand how important these orthotics are, especially when you're in pain and counting on them. This is certainly not the experience we want for our customers, and we’d really appreciate it if you could share your order details with us so we can look into this and make it right as quickly as possible. Your satisfaction is very important to us, and we’re here to help.
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