#1 rated custom orthotics in the US. Upstep specializes in the design and manufacture of custom foot orthotics and foot care solutions.We provide the best custom orthotics available and do so at the most affordable price, in the fastest time, with excellent customer support.Our in-house professional Podiatrist designs each custom orthotic.Our Guarantee:If you’re not in love with your custom orthotics within 180 days, we’ll refund your order - no questions asked!
Upstep Custom Orthotics (upstep.com) has 3,671 customer reviews on Five Star Index, with an average rating of 4.2 out of 5.
Also known as
upstep.com
Website
upstep.com
Category
Medical Specialists
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 89% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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What went wrong was first expecting…timely service
What went wrong was first expecting that the order would be fulfilled in a timely manner. Now I have heard two times how business is so busy that my order is being delayed. You should get a project manager to help you plan your workload. Customer service would improve.
So now it is my fault. The 30 days was 35 in a previous email. I am beginning to think the company is a sham.
Response from Upstep Custom OrthoticsJul 11, 2023
Hello Gary, thank you so much for choosing Upstep. Anytime there is a negative review, we immeditlty look into what the customer is upset about. I viewed your order placed on June 8, 2023. Our turnaround time is 30 business days from receiving the impression kit. We received yours on 6/20/203. We are only on your 15th business day. Perhaps you did not see the turnaround time on our website, whatever the case, you seem to need these right away so we expedited the order for you. We really hope you will turn the 2 stars into 5!
CU
Cuong
Mary is awesome
Mary is awesome. Efficient. Fast. Friendly.
Response from Upstep Custom OrthoticsJul 11, 2023
We think this is awesome! Thank you for sharing your experience with Mary!
BN
Bryan N.
Active customer service
Active customer service - 10/10 very helpful!
Response from Upstep Custom OrthoticsJul 11, 2023
Wow! 10/10!! Impressive! Thank you!
VC
Valued C.
UPSTEP THE BEST
Went to website, answered a quiz, sent photos of shoes, and got the molds within a couple days! Fast and efficient!
Response from Upstep Custom OrthoticsJul 11, 2023
Thank you! We love our customers and we love the 5 stars you gave us!
AP
Annamaria P.
Samantha was awesome!
Samantha was very helpful and gave me great advice! Thank you!
Response from Upstep Custom OrthoticsJul 7, 2023
Thank you!! Appreciate the kind words!
TD
Trevor D.
great customer service
great customer service
Response from Upstep Custom OrthoticsJul 7, 2023
Thank you, Trevor!!
GS
george S.
Whoop-De-Doo
Original: All talk and no action...
It's been almost 2 months since I placed my order. I spent close to $2,000 for 3 set of custom insoles. I am constantly being told to hang on, or they are busy completing my order. A lot of nice polite email, but no product and no indication on when. They offered me a $25 discount and a coupon for my next order, if I would just wait. After spending $2,000 and waiting 2 months, it seems insulting to suggest that I can be bought off for such a trivial amount. So I cancelled the order.
Follow-up:
This is my response after reading the UpStep Corporate response. The regular price was close to $2,000 before the discounts. The impression was returned in June but that is your fault. It took you a while to send it to me, and then after I completed it and sent it back, then it arrived back to you in June. It takes the USPS over a week to send package - lucky they did not lose it. Your effort to save a few bucks by using the USPS added almost 2 extra weeks to the process.
And although I cancelled the order, they sent it anyway, and left it to me to send it back. This tells you about the tremendous margins that exist in this type product that they can afford to send out the product and hope that I forget to send it back. And the big discount that they promised, was a 10% coupon on the next order. whoop-de-doo!
Response from Upstep Custom OrthoticsJul 7, 2023
Hi George- we feel you may have the wrong orthotic company as three pairs of orthotics here are only $471.00 and with coupon codes, its even less than that. In addition, what has us thinking you wrote a review about the wrong company is that we received your impression kit on 6/4/2023.
https://www.google.com/search?q=420070589400116902288035889357&rlz=1C1ONGR_enUS971US971&oq=420070589400116902288035889357&aqs=chrome..69i57j0i546.708j0j7&sourceid=chrome&ie=UTF-8
and we designed, produced and shipped your orthotics by 7/6/2023.
https://www.fedex.com/fedextrack/?trknbr=780309499351&trkqual=2460121000~780309499351~FX
If you would like to reach out to one of our representatives to clear up this confusion, pleas do. [email protected]
BB
Bianca B.
I have send several emails and all I…
I have send several emails and all I asked is to get another box because my box it is damaged and it has been really annoying have to send so many explanations and emails just to request for an undamaged box
Response from Upstep Custom OrthoticsJul 7, 2023
Hi Bianca, I am sorry there was confusion with the impression kit. If a customer receives an impression kit that is damaged, protocol is for us to see a photo of the damage. Sometimes, its a small crack that will not interfere with the impression or sometimes the damage is no where near the impression will be so it will be ok to use. Please keep in mind, we pay 100% shipping costs, and we are big on recycling. We do not like sending more kits through the mail than we have to. Thank you for understanding. We appreciate your feedback.
