Gene R.
Upstep disappointment My original order(several years ago)…
My original order(several years ago) experience was great - I was sent the impression kit, which I used and shipped back to them. They sent me back beautiful custom orthotics that were very comfortable. Fast forward to my recent experience, which is horrible: I wasn’t sent an impression kit, I was sent ‘orthotics’ which were very similar to what you see in a Drug Store, but for 10 times the cost. I returned them - charged a 30% fee. I have not received my refund yet. Ryan from customer service was more combative than helpful. Still waiting for my refund (less 30% and $17 shipping) I am now a happy Bilt customer.
Response from Upstep Custom OrthoticsMay 14, 2026
We’re very sorry to hear about your recent experience and understand your disappointment, especially after having a positive experience with us in the past. This is not the level of service we strive to provide, and we apologize for the frustration regarding the product, refund process, and communication. Please reach out to us directly at [email protected] with your order information so we can review your case further and assist you directly.