Upstep Custom OrthoticsReviews of upstep.com

Customer service cannot be reached by phone. Every time I email, the response I receive appears as if the person sending it has no knowledge that I already returned my impression kit and have received an email confirmation. I just need SOMEONE to actually address my issue.

My refund posted 5 May 2023, I raised my stars up another star because they finally made good. 3 May 2023 After much delay and complaints, Upstep has finally issued a full refund, however the notice of refund says a possible 10 day delay may be experienced, I apologize if I sound like a troll, I am not. I have just found that reviews are the only way to let the community and the company know what is going on especially when the company does not answer the phones. Anyhow , thank you Upstep for refunding my money. My orthotics were returned to you and tracking says you have had them since April 17th and I have yet to receive my full refund of $197.00 as you promised would be sent with in 7 to 10 days of your receipt of returned product. Please advise Upstep sent me a reply telling me to contact them, I have tried already on several occasions and now that I have posted a negative review they think putting it back on me gives them a leg to stand on. Upstep has my phone number and no call is required, just returning the full refund to me is all that needs to be done. They do not answer the phone when called, they do not respond to emails when refunds are requested and so far they have not refunded the money.

Kasie was amazing in assisting me with my order..

She answered the question quickly and clearly

Update 5/8/2023: It's been 5 days since I requested WARRANTY support on my insoles. Nobody has gotten back to me yet. I also sent a Facebook message to Upstep online asking for now a refund. They have not gotten back to me, and I feel like I am being ignored. I am no longer impressed with the post sale support and very disappointed in my experience. Post Sale support appears to be lackluster. Previous Review: Customer Service does seem to care and "want" to know how my experience can be improved. Right now they are working with me to evaluate whether my pair requires a remake for warranty purposes. We shall see. So far, I am content with their responsiveness.

My customer service representative was very quick to respond with the exact information and assistance I asked for! I highly recommend these orthotics and the customer service is top notch!!

KASIE was fantatic!! Super helpful with all questions!

Quick and Easy!