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

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

Upstep Custom Orthotics reviews

3,671 approved reviews, newest moderated first

Joseph R.
Apr 2, 2026
Ryan with Upstep customer service is…The Man.!
Ryan with Upstep customer service is awesome. He has responded to my request in a timely manner. His messages are consis ,easy to understand and I've noticed he is usually a half step ahead of my next question! In summary the guy is good at his job . I sent my impression kit back to Upstep this morning via USPS , so now unless one of my impressions , which I had to contact Ryan about this morning is unacceptable. I should receive my new insoles in +/- 25 days ! So far so good , good job Upstep .
Response from Upstep Custom OrthoticsApr 7, 2026
Thank you so much for the thoughtful review! We’re glad to hear Ryan has been so helpful, clear, and proactive throughout your experience—he’ll really appreciate the shoutout. It’s great to know your impressions are on their way, and we’ll be keeping an eye out for them. If anything comes up, we’ll be sure to reach out right away. Thanks again for your support—we’re excited for you to receive your new insoles!
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Kevin S.
Apr 1, 2026
I’ve been asking where my refund is
I’ve been asking where my refund is. First told to wait 18 business days, which I did, then asked for an update, was asked to wait 2-5 more days, which I have, asked for update and now I’m not getting a response. Horrible customer service
Response from Upstep Custom OrthoticsApr 7, 2026
We’re really sorry for the delay and the lack of follow-up—that’s not the experience we want you to have. You’ve been more than patient, and we completely understand your frustration. Please reach out to us with your order details (or reply here if this is tied to an existing thread), and we’ll look into your refund status right away and get you a clear update. We appreciate your patience and the chance to make this right.
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Hanni S.
Apr 1, 2026
Quick response and friendly
Quick response and friendly. Information given by Mary was very informative.
Response from Upstep Custom OrthoticsApr 7, 2026
Thank you for your kind words! We’re so glad to hear you had a quick and friendly experience, and that the information provided was helpful. Mary will really appreciate the shoutout—we appreciate your support! 😊
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Amos H.
Apr 1, 2026
Fast service from start to finish
Fast service from start to finish. Painless process and great experience! My feel are very thankful for these inserts!
Response from Upstep Custom OrthoticsApr 1, 2026
Thank you for the wonderful feedback! We’re so happy the process was easy and that your feet are already feeling better. That’s exactly what we love to hear!
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Beverly S.
Apr 1, 2026
I am waiting for a remake on my because…
I am waiting for a remake on my because they were too big for my shoes
Response from Upstep Custom OrthoticsApr 1, 2026
Thank you for your patience while we work on your remake! We understand how important the right fit is, and we’re confident your new pair will be a much better match for your shoes. Please don’t hesitate to reach out if you have any questions in the meantime.
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Marc G.
Mar 31, 2026
Fraudulent advertising
Fraudulent advertising! Not risk free! They charge a 30% restocking fee if they don’t work. These also completely failed for me.
Response from Upstep Custom OrthoticsApr 1, 2026
We’re really sorry to hear you’re feeling this way, and we understand how frustrating that can be. Our orthotics are custom-made for each customer, which is why a 30% fee applies to refunds. However, we do offer a free remake and would love the chance to adjust your pair so they work comfortably for you. Please feel free to reach out—we’re here to help.
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Lori F.
Mar 27, 2026
Customer Service Experience by Mary
Mary from Customer Service gave me exceptional service. Her responses were extremely prompt and with the utmost sincerity.
Response from Upstep Custom OrthoticsMar 30, 2026
Thank you so much for your kind words! We're thrilled to hear that Mary from our Customer Service team provided you with such prompt and sincere support. We’ll be sure to pass along your feedback—she’ll truly appreciate it. We're always here if you need anything!
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Tondreka R.
Mar 27, 2026
Mary took care of my request promptly!
Mary took care of my request promptly!! Great job!
Response from Upstep Custom OrthoticsApr 1, 2026
Thank you so much for your kind words! We’re thrilled to hear that Mary was able to assist you promptly. We’ll be sure to pass along your feedback—she’ll really appreciate it!
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