Upstep Custom OrthoticsReviews of upstep.com

It's been 7 weeks since i mailed back my impression kit and still no inserts.

Re cast OR Refund

No better than $25 Dr. Scholls from the drugstore, but for hundreds of dollars. They ARE NOT custom made. They have you do an extensive questionnaire, have you select everyday or plantar fasciitis, send a mold for imprint, but then just send you identical, off the shelf, generic inserts in your show size. You’ll find that if you order one pair of each they’ll send you two identical pairs because that’s all they have. Total scam.

Was sent the wrong size three times in a row. After the last time, they claimed my data was deleted - AFTER they had asked to hold on to my foot impressions so that they could make me new ones in the future! Are you holding onto them? Or deleting the CAD files? I was asked to ... use a measuring tape... to get my foot size. So they could remake them in the right size. Why go through the foot impression and sending in your shoe size rigamarole if it's up to a tape measure in the end? Rather than making the correct size, they made the wrong size a third time, scratched out the label, and wrote the correct size next to them. More than 5 MONTHS between my initial order (Feb 2, 2024) and giving up on the company (June 22, 2024). After around 3 months of wearing the correct size part of the foam has already flattened out and there is visible wear.

It pains me to write this review, as I love their products, and until now loved their customer service. But I have to because of what just happened. They sent me an email with a promotion on 2 items; I bought them. They sent me 1, then proceded to pretend the promotion never existed, even in the face of me forwarding the email from them. Then they wanted to charge me a restock fee to return the one they sent me. If they had just said "look we sent that email by accident, and we can't accept that promotion", I would have understood. But for them to flat out lie to my face multiple times, I just can't accept that. If a negative review is the only way for them to see they should own up to their mistakes, here it is.

These guys suck. Never get my order to me on time.avoid at all costs. I have a thousand emails from their marketing team too. Such a pain in the rear. Insoles aren’t anything special either

WHAT…… they don’t have my name or email but I’ve been communicating with “Kasie” for over a month! I placed an order in April. Sent my imprint in April. They charged my CC in April and I still have not received the merchandise. Every time I email they tell me another 10 business days. Tracking slip was printed on 5/20/24 and it's 6/18/24 and tracking still has not left their facility. I'm begining to think this place is a SCAM!

Ordered and paid in February, Sent molds in March Update - will arrive in May. Update 2 - we will send one in May, Update 3 - log in to track order - no info, email customer service ‘will expedite’ Update 4 - email customer service ‘sorry’ (Shahar says he will personally talk to the production manager.) Update 5 - I email customer service because I have not heard back from Shahar and receive a reply ‘here’s $20 off - insoles on the way’ Update 6 - it’s mid June, no insoles, I’ve called, emailed, Tweeted on X, left an Instagram comment. Starting to think this is a scam. Edit 1- June 19 - After I post this review Kirsten replied & I immediately responded. There is hope. Edit 2 - June 20 - no response so far. I will email her again Edit 3 - June 21 - Kirsten replied to tell me she will look into it and I will hear from her next week. Admittedly I am doubtful. Edit 4 - June 24 - Kirsten replies...'I have spoken with the production manager...' She is my third customer assistance contact and the third to be looking into it, talking to the production manager, and the second to assure me my order is being expedited and will be shipped this week. I guess we will see. Edit 5 - June 26 - Kirsten is proactive and writes and says one of my pairs is being sent. June 28 - my first pair of insoles has arrived. Edit 6 - June 28 - after my first pair arrived I asked about my other pairs. I was advised to wear these a few weeks so that I could provide feedback and then they would send the rest of the pairs I ordered. This part of the process was not disclosed in the ordering process and feels scammy. Edit 7 - August 12 - No one has ever followed up. The insoles seem fine if not a bit firm. I've been trying since February to get my insoles. At this point I don't believe they are worth fighting for and have written and asked for my money back. Edit 8 - August 13 - Shahar is back and writes to tell me my insoles shipped & arrived June 28. OMG!!! So I write back & explain that one of the four pair ordered were shipped & received. He replies and lets me know it’s my fault I didn’t send feedback (to whom?) or they would have manufactured & shipped the rest. I reply that I would like a refund at this point. Edit 9 - August 13 - Shahar says a refund will be issued and it could take awhile to post. No apology. I will update when I receive the refund. At this point I can honestly say this was one of the worst customer experiences I have had for an expensive and custom product. Operationally they dropped the ball repeatedly and their ‘copy & paste’ replies would indicate my problems are not unique. I did get one pair of insoles and they are just ok. I actually think the ones I got at the local running store are more comfortable. I was shocked to hear about this break in period because they are custom molded. So why the break in period? I don’t know and expect I never will. Good luck to those of you that proceed with a purchase. I sincerely hope it is a better experience.