Upstep Custom OrthoticsReviews of upstep.com

Response from Upstep Custom OrthoticsApr 26, 2024

Hi, We regret any inconvenience caused by the delay in receiving your order. Our custom orthotics are designed to provide effective relief for plantar fasciitis, and we understand the importance of timely delivery. Please be aware that our production process typically takes 29 business days to ensure the highest quality. While we strive to expedite orders whenever possible, we recognize that this timeframe may not align with immediate needs. If there's anything we can do to assist you further or provide updates on your order, please don't hesitate to reach out to us at [email protected]. We're here to help and ensure that you receive the relief you need as soon as possible. Thank you for your understanding and patience.

Response from Upstep Custom OrthoticsMar 19, 2024

I apologize for the inconvenience. Our team is currently experiencing a high volume of inquiries, but rest assured, we're working hard to get back to everyone as soon as possible. In the meantime, if you have any urgent concerns, please feel free to contact us at [email protected] or take advantage of our live chat platform, which is open all day and evening until 10 p.m. Eastern. Thank you for your patience and understanding.

Response from Upstep Custom OrthoticsMar 15, 2024

We're sorry to hear about your experience, but we take the well-being of our employees very seriously. Harassment of our team members is unacceptable. We made every effort to assist you but were unable to proceed due to the nature of your calls, emails, and live chats. We prioritize a respectful and supportive environment for all. Best wishes.

Response from Upstep Custom OrthoticsMar 11, 2024

Hello Evan, Welcome back to Upstep. Please contact [email protected] (Subject Attn: Samantha) we would love to better assist you.

Response from Upstep Custom OrthoticsMar 5, 2024

Thank you for taking the time to express your concerns and for your decision to cancel your order. We understand that our process of creating custom orthotics, tailored not just to your foot impression but also to specific shoe styles, is detailed and thorough. This approach ensures that what works perfectly in a sneaker might not fit the unique contours of a ballet flat, for example. Our commitment to such specificity is to guarantee optimal comfort and support across different footwear. We recognize that our comprehensive process may not align with everyone's expectations or immediate needs, and it seems this has been the case with your experience. If the detailed customization we offer does not meet your current preferences, agreeing to cancel may indeed be the best path forward. We are genuinely sorry for any frustration this may have caused and want to extend our sincerest wishes for you to find a solution that better suits your needs. Should you ever reconsider or have different orthotic needs in the future that you believe our detailed approach can satisfy, we would be more than happy to assist you.

Response from Upstep Custom OrthoticsMar 4, 2024

Hello Jon, Yes, it has been over 2 weeks. We are absolutely delighted that you've chosen Upstep for your custom orthotic needs! Your well-being and comfort are our top priorities, and we can't wait to provide you with the relief you're seeking. As of 2/21, we have received your impression kit, and our dedicated team is already hard at work designing your custom orthotics. Our standard turnaround time is 30 business days from the date of receiving your impression kit. One more thing to keep in mind is that we keep your impression kit on file for a generous five years. This makes reordering quick and hassle-free whenever you need it in the future!