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

Greg H.
Feb 11, 2024
I have been contacted with questions…
I have been contacted with questions and attempted to contact you several times but you are unreachable and don't reply
Response from Upstep Custom OrthoticsFeb 12, 2024
Hello, Firstly, we want to extend our sincerest apologies for the frustration you've experienced. Our customers' satisfaction is at the forefront of our values, and it pains us to know you felt unheard. We want to assure you that your feedback is pivotal in helping us enhance our communication channels. We are continuously working on improving our contact avenues to ensure that our customers can reach us easily and receive the prompt support they expect and deserve. Your issue is our priority. To resolve this as quickly as possible, we encourage you to use our live chat feature at upstep.com or call us directly at 1-800-945-4770 where our team is readily available to assist you. Additionally, we suggest checking your spam folder as, occasionally, email providers may incorrectly filter our responses. Your concerns have been flagged with our customer care team, and we are committed to making things right. Please don't hesitate to reach out again through any of the mentioned channels for immediate assistance. Warm regards, The Customer Care Team at Upstep
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Lorraine
Feb 2, 2024
Haven’t heard from the company or…
Haven’t heard from the company or gotten the orthotics! They took the money though.
Response from Upstep Custom OrthoticsFeb 6, 2024
Thank you for your order placed on January 9th! We're pleased to confirm the receipt of your impression kit. As mentioned on our website, the process will take up to 29 business days. Our design team has reached out via email to proceed with the next steps, and we kindly ask you to check your inbox and respond at your earliest convenience to avoid any delays in your order. We appreciate your cooperation and thank you once again for choosing us.
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Robert G.
Jan 29, 2024
Do you want me to rate a computer
Do you want me to rate a computer? Cancel My Order, please. Thank you
Response from Upstep Custom OrthoticsFeb 6, 2024
Your order has been placed on hold as requested, and we've also sent you an email for further clarification. We're unsure what 'rate a computer' refers to and would appreciate any additional details you can provide. Looking forward to your response to assist you better. Thank you
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Mis-step
Jan 28, 2024
2 1/2 months - Maybe
This is part two of 1 order made at the end of November. I had trouble with your site processing the original order and after going back and forth with your customer service, even being blamed for not ordering, I was given a coupon to order the second pair at the original discount price. Both impressions were shipped back to you in December, and on 1/3, I received the first pair. This second pair was showing 1/23 estimate, now it says 2/11 estimated delivery - 2 1/2 months!. Long story short, will not use this service again.
Response from Upstep Custom OrthoticsJan 29, 2024
We are genuinely sorry to hear about the delay in receiving the second part of your order and the frustration you've experienced with our service. It's clear that the extended wait time and the issues with our site have caused significant inconvenience, and for that, I sincerely apologize. We strive to provide a smooth and efficient service, and it's evident we fell short in this instance. I understand how disappointing this must be, especially after your initial issues with placing the order. Please know that we take your feedback seriously and will be looking into how we can prevent such occurrences in the future. If there's anything we can do to make this right, please let us know. Your satisfaction is important to us, and we regret that we did not meet your expectations this time.
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David G Order U.
Jan 25, 2024
WAY TOO NARROW EVEN FOR WOMEN
The inserts are terrible. Who’s foot is that skinny?? My mom was hoping for foot pain relief but the inserts are skinnier than her foot is and she can’t even get her pinky on the insert while walking! Even though we sent in an EXACT imprint of her foot. Tell me how that makes sense?? With how much they cost, you’d think they’d actually be made custom for each person but clearly they have a preset model based on shoe size and only adjust for arch. Very dissatisfied that I spent $220 on inserts that my mom has to wad up paper under so her foot doesn’t roll out due to her pinky toe not even being able to fit on the insert. My mom’s foot has not gotten wider since we bought the inserts so there is no reason for them being so narrow. What about people with wide toe boxes? That insert wouldn’t fit more than 3 of my toes! WIDEN THE INSERTS and stop promoting bad foot health. And we didn’t get them until early-mid November when I ordered them on 9/19.
Response from Upstep Custom OrthoticsJan 25, 2024
I'm truly sorry to hear about your dissatisfaction with the custom inserts for your mother. I want to assure you that our inserts are indeed custom-made based on the exact imprints we receive. We aim to provide tailored support, focusing on arch adjustments for optimal comfort and foot health. It seems there may have been a misalignment in the fabrication process with your order. We take your feedback seriously and are committed to addressing this issue. Please contact [email protected] so we can rectify the situation, ensuring your mother receives inserts that perfectly match her foot's width and overall shape. We are here to provide a solution and improve her experience.
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customer
Jan 25, 2024
Didn’t work for me they even remade…
Didn’t work for me they even remade them for me but still no good for my feet ;(
Response from Upstep Custom OrthoticsJan 25, 2024
I'm really sorry to hear that the remade inserts still didn't meet your needs. Our goal is to ensure the comfort and satisfaction of our customers, and it's disappointing to know we haven't achieved this for you. If there's anything further we can do, or if you have specific feedback that could help us improve, please don't hesitate to reach out. Your comfort is our priority, and we're committed to finding a solution for you.
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Novaman N.
Jan 19, 2024
Never received orthotics
Never received orthotics
Response from Upstep Custom OrthoticsJan 19, 2024
Hello, we would love to assist you with an order status! Please email us at [email protected] or use our online order tracker - https://www.upstep.com/order-tracking. Thank you!
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Rob F.
Jan 18, 2024
Scam company takes 90 days to send product
Ordered insoles with these guys in September ‘23 and they kept postponing my order saying “there’s been a slight delay” over and over. Decided I’d been scammed so disputed the charge. Miraculously, that’s when they decide to finally send the orthotics. Once received, the product was unusable so immediately send them back. They wouldn’t refund after that since I disputed already. They have 70k followers on instagram which are mostly fakes as you can see by clicking them and seeing they have 0 posts. Beware of this company!! EDIT: Upstep likes to say my “refund is in the hands of my financial institution after a dispute” except this isn’t the case with this issue. My financial institution has reversed the dispute after they finally sent the orthotics so Upstep has my money and owes me a refund now!
Response from Upstep Custom OrthoticsJan 18, 2024
Hello, we would love the opportunity to investigate this further. Your concerns matter to us, and we would prefer to reach a suitable resolution. Once an order is disputed on your credit card, your refund is now in the hands of your financial institution. Please email us at [email protected] with your order email, and or order number. We look forward to hearing from you.
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