Upstep Custom OrthoticsReviews of upstep.com

This site let me explain what is really bothering me

I just ordered my 2nd pair of upsteps. The 1st pair were great and I've used them for about a year in my tennis shoes. Given I play in adult competitive league, I really need supportive shoes. And the 1st pair of Upsteps have supported me so far through 2 pairs of shoes. I think the 1st pair of Upsteps is still good but wanted a new set for the 3rd pair of new K-Swiss tennis shoes. Today Samantha helped me via the online chat to order my 2nd pair that would be best model for playing tennis and pickleball. Samantha even provided an extra small discount. Having Samantha's help was the difference between me submitting an order or clicking away without ordering. Much appreciated her help. And much appreciate Upstep for producing product that saves me from re-injurying the plantar facitia in my foot.

KASIE was awesome - we chatted and she informed me that you have a variety of kit specifically for pronation, which I wasn't even aware of. I felt a lot more confident to make my selection after talking with her- and that conversation probably made the difference of whether I would buy today or not!

Mary is the customer service rep who responded to my chat request. I had a lot of trouble with an order last night, was unable to complete the final photo request and thought that my order didn't go through. She searched for the order, talked me through what I needed to do and my order was actually placed. I am happy.

The responses on the emails seem to be generically generated with vague responses that are similar. My email chain had dragged on way to long for me . I would reply with my response and then get another email asking the same thing . Not sure if it was to drag out the order time or what. I started thinking that this site can’t be real . The last straw was asking for my foot size . What!?? You have my mold why do you need me to measure my foot size ? SMH It gave me the opportunity to start looking at reviews on every site that I could and focused mainly on the negative ones that were similar to my situation. And let me tell you there is tons of them . So don’t be fooled by the 4/5 star ones that you initially see. .Long wait time , inability to speak to an actual person these are the complaints. I Wasted 1/2 a month . I will now gladly spend the extra $200 bucks with my Foot and Ankle Surgeons office for orthotics I’ve bought before that have lasted 5 years. Now waiting for my credit card reimbursement . But plan on calling my CC credit card provider as soon as I get home . Good luck to all

Kristin. She was extremely supportive and answered all of my questions . . . she made the process much easier from the customer's perspective. Really represents you company well!.

Kirsten was very polite and helpful. I am hopeful I will receive a reply from their production department, (she indicated she would contact) within one business day concerning the shipment of my order that I started 6 weeks ago. However, the information she gave me was different than what the website gave. Seems the manufacturing process takes longer and I did receive an email today indicating this is the case. Just wondering if this is a typical email everybody receives and perhaps nobody actually receives their orthotics in the time they advertise? But, Kristen I believe answered my questions to the best of her knowledge, and who knows what actually goes on behinds the scene in corporate America.

She was very quick and efficient with answering questions.