Upstep Custom OrthoticsReviews of upstep.com

Response from Upstep Custom OrthoticsMay 3, 2024

Hi there, We're genuinely sorry for the frustration you've encountered and want to ensure we address your concerns promptly. After reviewing our records, we couldn't find your name or email address associated with any orders in our system. Please accept our sincere apologies for any inconvenience this may have caused. We're here to assist you in resolving any issues and ensuring your experience with us is nothing short of exceptional. Please reach out to us at [email protected] with the subject line "Attention: Kirsten." We're committed to providing you with top-notch service.

Response from Upstep Custom OrthoticsMay 2, 2024

We're truly sorry to hear that you found our website confusing and unenjoyable to use. Your feedback is important to us, and we want to ensure that your experience with us is as seamless and enjoyable as possible. We're constantly working to improve our website's user experience, and your feedback helps us identify areas for enhancement. If you have any specific suggestions or if there are particular aspects of the website that you found confusing, we would greatly appreciate hearing them. Please share your feedback with us at [email protected]. Thank you!

Response from Upstep Custom OrthoticsMay 2, 2024

Thanks a bunch for reaching out and letting us know how you feel. Your feedback is super important to us, and we want to make sure your experience with us is top-notch. We're sorry if it seemed like we were being too pushy with our promotions. Our aim is to offer you the best deals possible, but we totally get that it can sometimes come across the wrong way. Just to clarify, our promotion actually means that the more pairs you buy, the bigger the discount. It's all about giving you more value and options, not trying to pressure you into buying more than you need. We totally understand where you're coming from about wanting to try our products first. We're all about making sure you're happy with what you get before committing to anything else. If and when you decide to give our products a shot, we'd love to have you onboard. We're confident you'll be impressed by the comfort and support of our Upstep Custom Orthotics. Once again, thanks for sharing your thoughts with us. If you have any more questions or just want to chat, feel free to reach out anytime. We're here to help however we can.

Response from Upstep Custom OrthoticsMay 2, 2024

Hi there, Thank you for bringing this to our attention. After looking into your order, it seems that we haven't received your impression kit back yet. We understand that this delay may be frustrating, and we want to make sure we get this sorted out for you as soon as possible. If you've already returned the kit, please reach out to us at [email protected] with your order details, and we'll investigate further to ensure everything is on track. Your satisfaction is incredibly important to us, and we're committed to resolving this issue for you promptly. Thank you for your patience and understanding.

Response from Upstep Custom OrthoticsMay 2, 2024

Hello, Thank you for reaching out and sharing your experience with us. We want to clarify that once payment details are submitted, the order is considered complete. However, we understand that mistakes can happen, and we strive to provide options for making changes or updates to orders. To address any errors or make modifications to your order, we encourage you to join a chat with a live agent on our website at upstep.com or email us directly at [email protected]. Our team is here to assist you and ensure that any issues are resolved promptly and to your satisfaction. Thank you for bringing this to our attention, and we appreciate your patience and understanding.

Response from Upstep Custom OrthoticsApr 26, 2024

Hello, Thank you for your feedback, and we're glad to hear that you love our product. We sincerely apologize for any difficulties you experienced with the order process. We understand the importance of a smooth re-ordering process, which is why we have a dedicated section on our website to make re-orders easy. Additionally, when re-ordering, you have the opportunity to add any additional information to your new order to ensure it meets your needs. We're sorry to hear that you encountered challenges with using our website for reorders or ordering inserts for different shoes. Your experience is important to us, and we're committed to improving our processes to make them more user-friendly. If you have any further questions or need assistance with placing an order, please don't hesitate to reach out to us directly. We're here to help and ensure that you have a positive experience with Upstep Custom Orthotics.

Response from Upstep Custom OrthoticsApr 26, 2024

Hi Paul, Thank you for bringing this matter to our attention. We're sorry to hear about the lack of response to your emails and voicemail. It's unusual that you haven't received a response, and we want to ensure that you're reaching out to the correct email address. Please double-check that you're contacting our customer care team at [email protected] for assistance with your concerns. We understand the importance of addressing your issues promptly, especially with regards to our money-back guarantee. Our customer care team is dedicated to helping you, and we apologize for any inconvenience this delay may have caused. Thank you for your patience and understanding as we work to resolve this matter.

Response from Upstep Custom OrthoticsApr 26, 2024

Hello, We're genuinely sorry to hear about your disappointment with our custom orthotics. We understand that custom orthotics may not suit everyone, and we regret that our product didn't meet your expectations. Our goal is to provide high-quality products that offer exceptional support and comfort, and we're disheartened to learn that you found them to be inadequate compared to other options. We take customer feedback seriously and are constantly striving to improve our products and services. We appreciate your honesty and will use your comments as an opportunity to make necessary adjustments. Regarding your experience with our refund process, we apologize for any inconvenience. We're continually working to streamline our procedures to ensure more efficient resolution for our customers. While we understand your frustration, we're committed to delivering effective solutions and providing the support you deserve. If there's anything further we can do to assist you or if you have any additional feedback, please don't hesitate to reach out to us at [email protected]. Thank you for sharing your experience, and we sincerely apologize for any inconvenience you've experienced.