Upstep Custom Orthotics Reviews | Read Customer Reviews of upstep.com

Upstep Custom Orthotics Reviews | Read Customer Reviews of upstep.com

Upstep Custom Orthotics reviews

Showing 555 reviews with 1 star · Clear filters

Daniel P.
Aug 19, 2026
Can't get a hold of anyone
I originally ordered the orthotics with a delivery date of Aug 14th. Now, everytime I try and get in touch with someone I get no response. I have put in a ticket three days in a row, nothing. I also used the AI chat bot, nothing. Called the number, immediate voice mail. I was really looking forward to trying these, but now I think I just want a refund.
Response from Upstep Custom OrthoticsAug 21, 2026
Thank you for sharing your feedback. We're sorry to hear about the lack of communication and that your order has not arrived as expected. We understand how frustrating it is to reach out multiple times without receiving a response, especially when you were looking forward to trying your orthotics. Please email us directly at [email protected] with your order details so our Customer Care team can review the status of your order and assist with your refund request if needed.
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Himmat
Aug 12, 2026
These insoles are way overpriced
These insoles are way overpriced. You can find the similar product at your local stores or other online platforms for 80% less than their price.
Response from Upstep Custom OrthoticsAug 12, 2026
Thank you for your feedback. We understand that price is an important consideration and appreciate you sharing your perspective. Our custom orthotics are individually designed based on each customer's specific needs, but we recognize that everyone's priorities and budget are different. Thank you for giving Upstep a try.
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paul T.
Aug 12, 2026
phone person
phone person phoned several times never got a single person on phone
Response from Upstep Custom OrthoticsAug 12, 2026
Thank you for your feedback. We're sorry you had difficulty reaching our team by phone and understand how frustrating that can be. As an alternative, please email us at [email protected], and our Customer Care team will be happy to assist you. We appreciate your patience and the opportunity to help.
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BeachDiva
Aug 11, 2026
Inexcusable refund delay!
They took my money immediately (June 23). Been over a month since they told me they couldn't make my shoes and they have not issued a refund (July 10). It has been almost 2 months since I first ordered them. Inexcusable!! I want my money back!
Response from Upstep Custom OrthoticsAug 11, 2026
Thank you for sharing your feedback. We're sorry to hear about the delay with your refund and understand how frustrating it is to be waiting after being told your order could not be fulfilled. We sincerely apologize for the inconvenience and lack of timely resolution. Please contact us at [email protected] with your order details so we can review your case and follow up with our Finance team.
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david
Aug 11, 2026
I tried to cancel order and they…
I tried to cancel order and they insisted on sending me kit I didn’t want . It will be returned unopened. Worst customer service ever!!
Response from Upstep Custom OrthoticsAug 11, 2026
Thank you for your feedback. We're sorry to hear about your frustration with the cancellation process and that the impression kit was sent despite your request. We understand how disappointing that can be. Please contact us at [email protected] with your order details so we can review your case and assist you further.
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Mikey G.
Aug 4, 2026
Not impressed so far the process is…
Not impressed so far the process is very long and drawn out, we have submitted photos of my wife's current orthotics 3 times and they keep asking to resubmit them.
Response from Upstep Custom OrthoticsAug 5, 2026
Thank you for your feedback. We're sorry to hear that the process has been frustrating and that you've been asked to submit the same photos multiple times. We understand how inconvenient this can be and appreciate your patience. Please contact us at [email protected] so we can review your order and help move the process forward.
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Upstep Screwed M.
Aug 4, 2026
Don't Do It
Don't Do It - Horrible fit for a custom orthotic - Not even close to fitting me My feet hang off the sides of this so called "Custom Fit" - Way too narrow Even worse is their surprise hidden refund policy where 30% is taken off refund cost of $250 Don't be Fooled - I wish I would have read more reviews showing all the complaints with this insert and this company - Amazon "Off the Shelf" fit much better than these at 10% of the cost
Response from Upstep Custom OrthoticsAug 5, 2026
Thank you for sharing your feedback. We're sorry to hear that the fit of your orthotics did not meet your expectations and that you were disappointed with the refund policy. We understand your frustration and appreciate you bringing your concerns to our attention. Please contact us at [email protected] with your order details so we can review your case and assist you further.
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joyce
Aug 2, 2026
The money back guarantee is no…
The money back guarantee is no guarantee at all. This is not a risk free purchase as it is made to seem. It’s been two months of patiently waiting for a refund on insoles that were very flimsy and did not form to my feet at all. Many of the positive reviews are based customer service before the process has played out. Every communication invites you to rate their service, which at the early stage of the process, seems great, so five stars show up in far greater numbers than I can believe to be about the product itself. I recommend spending your money on a solid pair of supportive shoes, such as Orthofeet, instead of on sloppy insoles that go into unsupportive shoes.
Response from Upstep Custom OrthoticsAug 3, 2026
Thank you for sharing your feedback. We're sorry to hear that the orthotics did not meet your expectations and that you've experienced such a lengthy delay with your refund. We understand your frustration and take concerns regarding our refund process and communication seriously. Please contact us at [email protected] with your order details so we can review your case and follow up with our Finance team.
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