Upstep Custom OrthoticsReviews of upstep.com

Response from Upstep Custom OrthoticsApr 26, 2024

Hello, We greatly appreciate you taking the time to share your experience with us. Your satisfaction is paramount, and we're truly sorry to hear that you've been left feeling uncertain about your order. Upon checking your account, we're delighted to confirm that your order is progressing smoothly and is right on schedule according to our production timeline. Your impression kit arrived back on 4/08, and our dedicated team has been hard at work crafting your custom orthotics with the utmost care and precision. Should you have any further questions or concerns about your order, please know that we are here for you every step of the way. Your trust means everything to us, and we're dedicated to ensuring a seamless and satisfactory experience with Upstep Custom Orthotics. Thank you for choosing us, and for your patience and understanding as we work diligently to deliver your custom orthotics to you.

Response from Upstep Custom OrthoticsApr 26, 2024

Hi there, Thank you for taking the time to provide feedback. We appreciate your patience and understanding as we strive to provide you with the best possible experience. We're delighted to inform you that your custom orthotics are currently in the final stages of production. Crafting Upstep custom orthotics is a meticulous process, and we take great pride in the craftsmanship that goes into creating each pair to ensure they meet our high standards of quality and precision. While we understand your concerns about the lack of recent updates, please rest assured that your order is progressing smoothly and is right on track. We sincerely apologize for any confusion or frustration caused by the delay in communication. If you have any further questions or need assistance, please don't hesitate to reach out to us. We're here to ensure that your experience with Upstep Custom Orthotics exceeds your expectations every step of the way. Thank you for choosing Upstep, and we appreciate your trust in us to provide you with exceptional custom orthotics.

Response from Upstep Custom OrthoticsApr 26, 2024

Hi Tonya, We're truly sorry to hear that your experience with us didn't meet your expectations. We understand your frustration and disappointment, and we apologize for any inconvenience this may have caused. It's important to note that crafting true custom orthotics requires meticulous design and production, which can contribute to longer turnaround times. We regret if there was any misunderstanding regarding our process and the time it takes to create personalized orthotics. While we're deeply disappointed that we couldn't provide you with the service you deserve, we appreciate your feedback and will use it to improve our processes moving forward. We sincerely wish you all the best, and if you ever reconsider giving us another chance, we'll be here to provide you with the exceptional service you expect and deserve.

Response from Upstep Custom OrthoticsApr 26, 2024

Hi Daisy, We're truly sorry for the delay in receiving your order and the frustration this has caused you. While it's concerning to hear that you were told your order was lost, this doesn't align with our usual standards of service. To help us resolve this issue promptly, could you please email us at [email protected] with your order details? We want to ensure that your custom orthotics are delivered to you as soon as possible and that you receive the exceptional service you deserve. Your satisfaction is our top priority, and we're committed to ensuring that this matter is resolved to your satisfaction. Thank you for your understanding and cooperation. We look forward to hearing from you soon.

Response from Upstep Custom OrthoticsApr 26, 2024

Hi Dana, We're truly sorry to hear about your disappointing experience. Ensuring our customers feel valued and supported is a top priority for us, and we regret if we didn't meet your expectations on this occasion. Your feedback is incredibly important to us, and we take it seriously. We're committed to continuously improving our service to better serve you and all our customers. If there are any specific issues you'd like to address or if you have any further concerns, please don't hesitate to reach out to us directly. We're here to listen and ensure that your experience with us is a positive one. Thank you for bringing this matter to our attention, and we appreciate your understanding.

Response from Upstep Custom OrthoticsApr 26, 2024

Hi there, Thank you for sharing your thoughts. Your satisfaction is our priority, and we regret any delays or miscommunication that have occurred during this process. We understand the importance of timely responses and efficient resolution, and we apologize for falling short of these standards. Rest assured, we're actively working to address the situation and ensure that your replacement is shipped promptly. If there are any further details or concerns you'd like to share, please don't hesitate to reach out to us directly. We're here to assist you and ensure that this issue is resolved to your satisfaction. Thank you for your patience and understanding as we work to make things right.

Response from Upstep Custom OrthoticsApr 26, 2024

Hello, Providing timely and attentive assistance is a cornerstone of our service, and we're committed to resolving issues promptly. We want to assure you that we're here to help. If you haven't received the assistance you need, please reach out to us at [email protected] so we can address your concerns and assist you properly. Your satisfaction is our priority, and we're eager to make things right for you. Thank you for bringing this matter to our attention!

Response from Upstep Custom OrthoticsApr 26, 2024

Hi there, At Upstep, we take pride in crafting truly custom orthotics, a process that involves meticulous design and production to ensure the highest quality and fit. Our design and production process typically spans 29 business days to allow for thorough customization and precision. This timeframe ensures that each pair of orthotics is tailored specifically to your needs and provides optimal support and comfort. We wish you all the best.