Upstep Custom OrthoticsReviews of upstep.com

In the further saga of my orthotics from this company, they said they would redo the two pairs and would ship to me. But i only received one of them.

One insert was really hurt my foot.,They just ignored my complaints. I’ve worn custom orthotics for 20 years., I knew the right arch was too high. Finally they are remaking it.

I was thrilled to find this company after being very disappointed with Good Feet. The 6 month trial with promised refund, and a reasonable price, all sounded great. Alas, it sounded better than it turned out to be. The process of making and receiving the arch supports was all good. But, sadly, they didn’t work for me. Not the fault of the supports; I have serious mobility issues and while I hoped these might help, they didn’t. In fact, they made things worse. So, I contacted the company for info on returning them. What a nightmare! The “customer service” folks were more like “customer hassle.” Indeed, I had only had these for a couple weeks, and I appreciate that they suggest a longer trial time. But these were clearly detrimental for my issues. A couple emails of their customer service people trying to see if there was anything they could do to “fix things” was understandable. But a half dozen emails more, when I kept insisting that I needed a return and refund, felt like harassment to keep the refund from me. FINALLY, I got a return mailing label, etc. After tracking that the supports had indeed been received, I waited and waited and waited for my refund. When I emailed, asking when the refund might be coming, all I got was a run-around. I did eventually get the refund, but what an ordeal! If you buy these, I sure hope they work for you. Otherwise, it’s a real pain dealing with this company.

I ordered my insoles Aug 14 2024. After 5 emails back and forth plus giving me a FedEx tracking number that didn't work. I finally received them tonight September 30th. The wait time is insane. Plus only one single person ever answers the emails. A "Supervisor Mary" at first she told me it would be 18 days, then by the next email 24 days, when I wrote back on day 31 of waiting, she apologized and said she couldn't give me a time frame but have this worthless tracking number. By this point I lost so much faith in the purchase I felt it was a scam. Then I'm asking for something as to why I keep getting conflicting information. And "Supervisor Mary" assures me my order is in the pile but just hasn't been started on yet and this was 34 days into waiting. I received an email that my insoles had shipped September 26th from Illinois. With no way at all to check the status had to once again email them to finally be given an actual working tracking number 6 hours before they arrived. I can't even tell you about the insoles because dealing with this company has been an entire hassle. *EDIT* Oct 4th. I've sent two emails days apart about returning them and getting a refund. Not a single reply.

I keep being told my orthotics will arrive in seven business days. I placed my order back in August. I feel that perhaps they are not legitimate and am concerned as I ordered two pairs, they are not cheap. If they don't arrive in the next seven days I will contact the BBB and report them. Really disappointed.

Very impersonal. I received Text message on July 30 saying my Insoles were pretty much done and just waiting quality assurance checks. I really don't care if Upsteps CAN be in production for 12-18 days before they are shipped to us. It doesn't mean they have to be ! where are they ? waiting to be shipped ? because July 30 was one week ago and I have heard nothing since.

It took a really long time to get the orthotics, and they don't seem to provide relief for our child when playing sports. We are now going to get custom orthotics at a doctor's office, as we had originally planned.

** I HAD PROVIDED MY ORDER NUMBER DURING THE INITIAL COMPLAINT TO UPSTEP WEEKS AGO AND NOTHING WAS DONE FOR ME , AND THAT IS WHY I AM FORCED TO LEAVE A NEGATIVE REVIEW.. I do not understand why they would be asking me for my order number in response to my neg review AFTER the fact but either way my order number again is 100136232 **Please keep in mind there was absolutely nothing special about my order that would have caused such unacceptable delays. Their response time to my complaint was fast and attentive however they really didn’t do anything for me at all, Upstep missed their mark for the shipping date by a large and unacceptable amount of time and I am STILL waiting for orthotics that I should have gotten weeks ago… 35 business days is ridiculous and to go beyond that is flat out absurd… All upstep did was offer me “expedited shipping” , but that doesn’t make me very satisfied at all. I hope whenever I do receive them that they are actually made correctly. I ordered these on April 4 2024 and we are now almost in the middle of JUNE. Not very happy at all. Now let’s see how their product turns out, once I finally receive them I will be happy to leave a fair and honest review.