Upstep Custom Orthotics Reviews | Read Customer Reviews of upstep.com

Upstep Custom Orthotics Reviews | Read Customer Reviews of upstep.com

Upstep Custom Orthotics reviews

3,671 approved reviews, newest moderated first

Barb
May 28, 2026
Realized I had ordered twice for a pair…
Realized I had ordered twice for a pair of orthotics. Noticed on my bank statement, contacted support and Mary answered immediately and had already noticed the issue. So appreciate the quickness of response from Upstep Orthotics.
Response from Upstep Custom OrthoticsMay 29, 2026
Thank you for your review! We're glad we were able to quickly identify and resolve the duplicate order issue for you. Providing prompt and attentive customer service is important to us, and we're happy Mary could assist right away. We truly appreciate your support and thank you for choosing Upstep Orthotics!
Report
Anne
May 28, 2026
Scam Alert
I believe these inserts are a scam. I have been wearing custom orthotics for 15 years. They mold them to your feet using the impressions you make. The ones from Upstep are not done that way, the seem to be simple over the counter inserts. I have high arches and need the support but the one Upstep sent don' even touch my arches. There is a gap, the lack of support causes a lot of pain. Customer service told me to keep wearing them.
Response from Upstep Custom OrthoticsMay 28, 2026
We’re very sorry to hear about your experience. Our orthotics are custom-made based on the impressions submitted, but we understand that adjustment and fit can vary, especially for long-term orthotic users with high arches. We never want our customers to experience pain, and we would appreciate the opportunity to review your case further. Please reach back out to our support team so we can reassess the fit and work toward a resolution.
Report
Ashley T.
May 28, 2026
Ryan was great to work with
Ryan was great to work with. He quickly read my messages and knew how to resolve my issue. Seamless process!
Response from Upstep Custom OrthoticsMay 28, 2026
Thank you so much for your kind words! We’re thrilled to hear Ryan was able to quickly assist you and make the process seamless. We truly appreciate your support and will be sure to share your feedback with him.
Report
Roberto
May 27, 2026
Send my orthotics
My old orthotics got destroyed because I leave my work boots in the bed of my truck but they worked perfectly fine. They only issues I've had is this review process, just send my orthotics MY FEET ARE HURTING.
Response from Upstep Custom OrthoticsMay 28, 2026
We’re sorry to hear about the frustration with the review process, especially while dealing with foot pain. We truly appreciate your patience and understand how important it is to get your orthotics as quickly as possible. Our team is working to complete your review and move your order forward as soon as we can.
Report
Stef
May 27, 2026
Ryan in Customer Service was awesome
Ryan in Customer Service was extremely helpful. He helped me find my previous order, make changes to my new order, and also update the address on my delivery. He was wonderful!
Response from Upstep Custom OrthoticsMay 28, 2026
Thank you so much for your kind review! We’re thrilled to hear Ryan was able to assist with your previous order, updates to your new order, and your delivery address. We truly appreciate your support and will be sure to share your wonderful feedback with him!
Report
Mary R.
May 25, 2026
Ryan was helpful and knowledgeable.
Ryan was helpful and knowledgeable.
Response from Upstep Custom OrthoticsMay 26, 2026
Thank you for your kind words about Ryan and his customer service! We really appreciate it!
Report
Paul K.
May 21, 2026
Terrible place to order from;Sent…
Terrible place to order from;Sent pictures of shoes and after receiving my insoles they tell me they won’t work with my shoes and been trying to get my money back for months Worse customer service I have ever encountered
Response from Upstep Custom OrthoticsMay 26, 2026
We’re very sorry to hear about your experience and understand your frustration regarding the compatibility of your orthotics and the refund process. This is not the level of service we strive to provide, and we appreciate you bringing these concerns to our attention. Please reach out to us directly at [email protected] with your order information so we can review your case further and assist you directly.
Report
DJ C.
May 21, 2026
Terrible customer service
Terrible customer service. It’s been a month and I still haven’t received my order due to “high demand”. No one has responded yet to my emails. Still waiting for a response and my order. Absolutely ridiculous!
Response from Upstep Custom OrthoticsMay 21, 2026
We sincerely apologize for the delay and frustration you’ve experienced. We understand how disappointing it is to wait longer than expected and not receive timely communication. Due to extremely high demand, some orders have taken longer than anticipated, but that is never the experience we want for our customers. Please reach back out to us with your order information so we can personally look into this for you and provide an update right away.
Report