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

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

Upstep Custom Orthotics reviews

Showing 555 reviews with 1 star · Clear filters

John J.
Oct 31, 2023
Don’t hold your breath expecting quick delivery!!
Took my money with a promise that my impression kit would be shipped within a few days and then my custom orthotics would be shipped within a few days of returning my impression kit. After 3 weeks, got an email that my orthotics are in production and a week later get another email that “ due to an unexpected surge in demand for Upstep, there may be delays in production.” They DID provide a link to track the order but surprisingly my order number cannot be found! This is the treatment I get after spending $237 for a pair of shoe inserts???
Response from Upstep Custom OrthoticsNov 1, 2023
We believe there may be a misunderstanding, and we'd like to clarify our process. The impression kit is shipped within a few days after you place your order. However, please note that our orthotics are custom-made, and this entails a design and production period. On our website, we have clearly stated a turnaround time of 35 business days. We apologize if this information was not readily visible, and any resulting confusion. If you have any more questions or need further assistance, please don't hesitate to reach out. Your satisfaction is important to us, and we're here to help.
Report
Reginald C.
Oct 28, 2023
U took all the money at one time
U took all the money at one time
Response from Upstep Custom OrthoticsNov 1, 2023
Hello, and thank you for choosing Upstep. We appreciate your order! To ensure a smooth process, we kindly ask that payment is made when placing an order online. We apologize for any confusion, but rest assured, we will ship your product once it has been completed.
Report
KAREN M.
Oct 28, 2023
No response from Customer Service
After placing order the website froze so I assumed the order did not go through. I immediately placed a second order. Shortly after I had email confirmation that both orders went through. I immediately called and left a voicemail and almost a week later I have received no response or shipping information on either order. Update 11/2/23: while Kasie was very helpful I did NOT receive a reply until after 2 phone calls 1 on Saturday and the second again on Wednesday and finally also sending an email on Wednesday garnered a reply from Kasie and phone call on Thursday. Please do not state that I received feedback the next day when that did not happen.
Response from Upstep Custom OrthoticsNov 1, 2023
HI Karen, we can see things were cleared up. Upon placing your order on Saturday, our offices were closed, which is why Kasie replied to you on Sunday. Please note, we are open everyday except Saturday. Thank you for choosing Upstep!
Report
Chris D.
Oct 26, 2023
Wasted my time
The responses on the emails seem to be generically generated with vague responses that are similar. My email chain had dragged on way to long for me . I would reply with my response and then get another email asking the same thing . Not sure if it was to drag out the order time or what. I started thinking that this site can’t be real . The last straw was asking for my foot size . What!?? You have my mold why do you need me to measure my foot size ? SMH It gave me the opportunity to start looking at reviews on every site that I could and focused mainly on the negative ones that were similar to my situation. And let me tell you there is tons of them . So don’t be fooled by the 4/5 star ones that you initially see. .Long wait time , inability to speak to an actual person these are the complaints. I Wasted 1/2 a month . I will now gladly spend the extra $200 bucks with my Foot and Ankle Surgeons office for orthotics I’ve bought before that have lasted 5 years. Now waiting for my credit card reimbursement . But plan on calling my CC credit card provider as soon as I get home . Good luck to all
Response from Upstep Custom OrthoticsNov 1, 2023
We're truly sorry to hear about your frustrating experience, and we apologize for any inconvenience you've encountered during the process. Your feedback is important to us, and we take it seriously as it helps us improve our service.
Report
Mark G.
Oct 25, 2023
Didn’t recognize me as a past customer
Didn’t recognize me as a past customer. Before order finalized placed the order without verification.
Response from Upstep Custom OrthoticsNov 1, 2023
Welcome back! We're delighted to hear that your orthotics have been serving you well. We sincerely apologize if there was any difficulty recognizing your email address. Rest assured, your order was placed successfully, and we can't identify any issues on our end. If you have any further questions or concerns, please don't hesitate to reach out. Your satisfaction is important to us, and we're here to assist you.
Report
Terri G.
Oct 18, 2023
Horrible Service
It would have been much better to have someone want to understand why my experience was so bad and how it can be repaired. Just sending an unsubscribe link is why I won't buy. I order this months ago and never received the product. It was so disappointing. When I got my 3rd advertisement in a row I decided to reply to Customer Service. They sent me the Unsubscribe link - really?????
Response from Upstep Custom OrthoticsOct 19, 2023
Hello Teri, We understand that your decision to cancel your order on 3/31/2023 was influenced by concerns about the turnaround time and a slight delay we were experiencing. Your satisfaction is our top priority, and we take your input seriously. Additionally, we would like to extend our gratitude for your communication regarding the advertisements you were receiving from Upstep. We promptly addressed your request to unsubscribe, as we value your preferences and privacy.
Report
Lindsey P.
Oct 18, 2023
Purchased three days and no shipping…
Purchased three days and no shipping notice yet on the mold.
Response from Upstep Custom OrthoticsOct 19, 2023
Thank you for choosing Upstep for your custom orthotic needs. We truly appreciate your order, and we're here to ensure a smooth process for you. We received your order on 10/15/2023, and I'm pleased to inform you that your impression kit was shipped on 10/16/2023 and successfully received on 10/18/2023. To track the delivery status, you can copy and paste the following tracking information into your web browser: https://tools.usps.com/go/TrackConfirmAction_input?origTrackNum=420846639400111206216866773659 We hope this helps you keep tabs on your kit's journey. If you have any questions or need further assistance, please don't hesitate to reach out. We're here to provide you with the support you need throughout your Upstep experience. Thank you for your trust in Upstep, and we look forward to helping you with your custom orthotics.
Report
Paul N.
Oct 17, 2023
Customer service is horrible
Customer service is horrible. I have called twice now to speak to someone before my orthopedics are made and I get a message asking me to leave a message and someone will call me back. But no one will call back instead they send me an email.
Response from Upstep Custom OrthoticsOct 19, 2023
We apologize for the inconvenience you experienced when trying to reach us via phone. Our call center is currently experiencing high call volumes, which can result in longer wait times. However, we want to ensure that you receive the assistance you need promptly. As an alternative, we offer other communication channels such as live chat and email. If you prefer immediate assistance, please feel free to use our live chat option on our website or send us an email with your questions or concerns. Our team is ready to help through these channels, and we'll do our best to provide you with the support you require. Thank you for your understanding, and we appreciate your patience as we work to enhance our customer service experience.
Report