Upstep Custom OrthoticsReviews of upstep.com

They haven't responded to my email. They took my money over 6 weeks ago and I still don't have my insoles. They won't give me a tracking number for the insoles and they keep pushing back the delivery date. Not happy.

1/21 Note: their reply is incorrect. I have not received a refund. I eventually disputed the charge with my credit card. The company itself never refunded anything. They do not answer the credit card company contact so it will be 2 more months of wait. Original unchanged 1/13 review: Upstep Orthotics -do not honor their refund policy and DO NOT SEND REFUNDS despite following many, many emails of steps and verified that returned insoles support desk confirmed received 12/16/2024 support was polite but the accounting/finance/returns part of the organization is broken. details: they take your full order cost - mine was in September of 2024 then send you a couple for "testing" (they sent me 2 of the 5 pairs I ordered) the orthotics were a complete mismatch to my foot -- as in the 2 sent were completely the wrong size (.5 size too big) and shape (didn't match my arch) so much so that they looked like they were made from the incorrect mold -- so asked for a refund this first request for a refund was in October at the time they said they would refund the remaining 3 and then deal with the 2 after they received the incorrect orthotics back, then a month later changed the statement to that they would not refund anything until the 2 were returned and in their warehouse (again, I bought 5, they never sent 3 but would not refund the 3 they did not make) I returned the remaining 2, support confirmed the orthotics were received, and then they AGIAN made me wait another 18 days to get the refund for the entire order minus shipping fees. And then 10 days after that they have yet to issue a refund for any of it. from this ticket: https: // upstep.zendesk.com /hc /en-us/ requests/ 9###30 Ryan, Foot Care Expert Hello, Thank you for reaching out. Upon checking, we received the insoles back on 12/16/2024. Please allow us up to 18 business days to process your refund. You will receive a confirmation via email once the refund has been successfully processed. If you have any further questions, feel free to let us know. Best Regards, Ryan, Foot Care Expert UpStep Customer Care Ryan, Foot Care Expert 1 month ago Hi , Thanks for your message. The total refund for the two pairs you're returning, after deducting the $14 return shipping fee, will indeed be $714.36. I apologize for the earlier confusion. Once we receive the returned items, we'll process your refund as soon as possible. Please allow up to 18 business days for this to be completed. If you have any further questions or need assistance, feel free to reach out. Best Regards, Ryan, Foot Care Expert

I reordered 2 pairs on Nov. 7, 2024, using previous molds created a few years ago. Still do not have. Countless emails, because there are no people answering phones, with no satisfaction, i disputed the charge. Now i have to wait 90 days for their bank to respond. They obviously spend customer money on advertising but not on actually making the orthotic. Outrageous business practices.

Service was so slow it’s non existent. I ordered multiple pairs. They sent me 1 to “try.” I gave them my opinion being experienced in orthotics. They just couldn’t figure out why I was unhappy with these flat, thin unsupportive things. I after countless conversations, which took months, I still do not have the other pairs. I got frustrated with their slowness and asked them to send them. They never have. It’s January of 2025 and I ordered them on September 2nd, 2024. Now I have to go to my credit card company and make a complaint. A complete failure. Incompetent!

I have waited since September for these. I have since asked for a refund and nothing. Do not buy.

After 2 months of waiting still no product shipped from Upstep. Customer service seems automated and with a continued running 7-10 day wait time each attempt to contact.

This is a fraudulent company that does not actually produce anything. They take peoples’ money and never ship anything. Many people have been scammed, I wish I had checked reviews before losing over $200.00.

I ordered a pair of insoles. They are over a week late and Upstep has not responded to two email requests about my order.