Upstep Custom OrthoticsReviews of upstep.com

Response from Upstep Custom OrthoticsDec 1, 2023

Thank you for bringing this to our attention, and we're sorry to hear about the challenges you faced with Cloudflare. We understand how frustrating it can be when technical issues impact the user experience. We appreciate your persistence in placing your order directly through our website despite the difficulties. At Upstep, we strive to provide a seamless and reliable service. We'll certainly look into the reported issues with Cloudflare to ensure a smoother experience for our customers in the future.

Response from Upstep Custom OrthoticsDec 1, 2023

We genuinely appreciate you providing screenshots and attempting to explain the issue. Your time is valuable, and we regret that you did not receive the prompt and effective assistance you deserved during your live chat experience. Please be assured that we will investigate this matter thoroughly to understand where the breakdown occurred in our support process and take corrective measures. Our goal is to ensure that every customer has a positive and seamless experience when interacting with our customer support team. We understand that we fell short of that commitment in this instance, and we are committed to learning from this situation to improve our services.

Response from Upstep Custom OrthoticsDec 1, 2023

We appreciate you bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced regarding the lack of a detailed receipt for your recent order. We understand the importance of having a comprehensive record of your purchase, and we want to assure you that we are actively working to address this issue. First and foremost, we apologize for the inconvenience you faced when attempting to contact our customer support. It's disheartening to hear that the only option available was to leave a voicemail with the promise of a callback. We understand that timely assistance is crucial, and we are committed to improving our support channels to better serve you. To promptly resolve the matter of the missing detailed receipt, we kindly request you to provide us with your order details via email at [email protected] Our customer support team will prioritize your case and ensure that you receive the necessary documentation as soon as possible.

Response from Upstep Custom OrthoticsDec 26, 2023

We can see you received your orthotics. If you have any questions, don't hesitate to contact our customer care dept.

Response from Upstep Custom OrthoticsNov 28, 2023

We are sorry but perhaps there is a mistake, we can see you received your impression kit on 11/9, 5 days after the order was placed. tracking- https://tools.usps.com/go/TrackConfirmAction_input?origTrackNum=420971339400111206216524320089 If you would like to order a pair of custom orthotics, we would be happy to assist you.

Response from Upstep Custom OrthoticsNov 28, 2023

I'm sorry to hear about the delays and frustrations you've experienced with our company. Your feedback is important to us, and we sincerely apologize for any inconvenience caused. We understand your concerns and will strive to address and improve upon the issues you've raised. If there's anything specific you'd like us to look into or if there's a way we can assist you further, please contact our customer service team. We appreciate your understanding and the opportunity to make things right.

Response from Upstep Custom OrthoticsNov 16, 2023

I want to assure you that we are actively addressing the issue to resolve it promptly.

Response from Upstep Custom OrthoticsNov 16, 2023

Thank you for reaching out. Our orthotics are entirely customized and not off-the-shelf, making the questionnaire an essential part of the process to ensure we create orthotics tailored specifically to your needs.