Upstep Custom OrthoticsReviews of upstep.com

DO NOT BUY FROM THIS COMPANY! Money is important for anyone but physical health has more important. So when a company not only takes your money but affects your health then there is a big problem. I have worn orthopedic inserts for years. In the past they were made by a podiatrist but this seemed like an easier option so I tried upstep. This was a huge mistake. The first set they sent me caused severe Achilles tendinitis where my Achilles region and my whole ankle were swollen like balloons for about a month. I could barely walk for months and am still dealing with the effects of the tendinitis. They then sent a redo which did take the stress off the Achilles but had no arch which was the whole reason for ordering orthopedic inserts in the first place. They sent another pair which had a bit more arch after sending pictures of my old orthopedics by the podiatrist and these had a bit more arch and didn’t hurt my Achilles. They still owed me a couple of pairs of functioning inserts as I paid for multiple and so they sent me another pair after I got back about the previous. They said they are now using a different method to make the inserts. These were like the first and my Achilles started to swell again. I told them and they said they couldn’t make a correct pair and that they would refund me a portion of what I paid. I feel that I was very patient with this company after they caused me physical harm. I should have sent them my doctors bill as well as demanded a refund. I gave them an opportunity to correct their mistakes but apparently that making a correct pair is not in their best interest and a full refund isn’t in their best interest. With the chance you could get physical harm from their products and the chance of losing money it may be a good idea to stay away from this company.

Good customer support. Waiting for next steps…pun intended

Daisy was prompt and very helpfull as well as responsive. She is a pleasure to work with.

I received a email asking me what my concerns were when I placed my order so they could design my orthotics around that information. Customer service at this point has been superior. Ironically I don’t have foot pain but do have hip pain and a new knee joint that causes pain when standing or walking too long. My gait isn’t right. I am looking forward to receiving the orthotics to see if they help. I have a feeling they will help a lot. So far, I highly recommend Upstep. Rick L

Though I haven't yet received the fitting kit, I've been disappointed by the lack of communication after I purchased the product. I've asked via chat and email for more information, but only received chatbot responses that promised a response...then, none came.

Upstep is customer driven to create the best orthotics on the market. They will work with you until you get the best custom fit possible. I have used Upstep for years and they are always working to make the best fit for each customer. Quality and fit are their passion*

Inquiring about warranty claim

Very good customer service.They corrected the first pair of innersoles created and sent the replacement pair within a week. Definitely an improvement in the correct support needed for comfort. It's been 3 days and so far so good! Definitely recommend their products!