Upstep Custom OrthoticsReviews of upstep.com

Response from Upstep Custom OrthoticsOct 19, 2023

Thank you for reaching out to us regarding your recent refund request. We have reviewed your case, and based on our records, we did issue you a full refund, even though your request was made outside the warranty period. We understand that customer satisfaction is crucial, and we strive to provide the best service possible. If you have any more questions or concerns, please don't hesitate to contact us. We are here to assist you and ensure your experience with Upstep is positive and hassle-free. Thank you for choosing Upstep, and please feel free to reach out if you need any further assistance.

Response from Upstep Custom OrthoticsOct 17, 2023

Thank you for sharing your feedback with us, and we sincerely apologize for the inconvenience you experienced with our call center. We appreciate your patience and understand how important it is for you to get in touch with us. We'd like to inform you that we have other communication channels available, such as email and live chat, to assist you effectively. Our call center can sometimes experience high volumes, which may result in delays. We want to ensure you have multiple options to reach us and receive the support you need promptly. If you ever encounter difficulties reaching us by phone, please don't hesitate to utilize our email or live chat services, and we will do our best to assist you in a timely manner. Your satisfaction is our top priority, and we are dedicated to providing you with the best service possible. If you have any more questions or require assistance with anything else, please feel free to reach out through any of our available channels. Thank you for choosing Upstep, and we look forward to providing you with the support you deserve.

Response from Upstep Custom OrthoticsOct 17, 2023

We appreciate your feedback and apologize for any inconvenience you've experienced while waiting for your orthotics. Your satisfaction is our top priority, and we're committed to addressing your concerns. We'd like to inform you that our current turnaround time for crafting custom orthotics, from the date we receive the impression kit, is 30 business days, as mentioned on our website. We understand the importance of timely delivery, and we're continually working to ensure a smoother and more efficient process. If you have any questions or require further assistance, please don't hesitate to reach out. We're here to support you and make your orthotic experience as comfortable as possible. Thank you for choosing Upstep, and we appreciate your understanding as we strive to improve our services.

Response from Upstep Custom OrthoticsOct 17, 2023

Thank you for sharing your feedback about your experience navigating our website. We noticed that we reached out to offer our help, but you preferred not to receive assistance at the time. However, we value your satisfaction, and we'd like to ensure your experience is as smooth as possible. Your order has been canceled. If you still wish to proceed with your order, please don't hesitate to reach out to us, and we will assist you in creating an order that meets your preferences. Thank you for considering Upstep, and we look forward to providing you with the service you deserve.

Response from Upstep Custom OrthoticsOct 19, 2023

Thank you for taking the time to share your feedback. We appreciate your review and want to clarify a few points regarding your order to ensure your complete satisfaction. Your order, #100111423, your impression kit was received on 9/14/2023, and we successfully designed and shipped your new orthotics on 10/11/2023. This means that your order was completed within 19 business days, which is ahead of our usual 30 business day turnaround time. We always strive to deliver our customers' orders as efficiently as possible. At this time, we are unsure why the 1 star review. We are here to provide quality orthotics and exceptional customer service, and your positive experience is of utmost importance to us. If you have any further questions or require assistance in the future, please don't hesitate to reach out. We're here to help. Thank you for choosing Upstep, and we look forward to serving you in the future.

Response from Upstep Custom OrthoticsOct 11, 2023

Thank you for reaching out to us. We genuinely appreciate your interest in Upstep and would like to assist you to the best of our abilities. However, based on the information provided in your review, it seems that we are currently unable to locate an order associated with your name. Please rest assured that we are here to help, and if you have any questions or require further assistance, we encourage you to reach out directly to our dedicated customer care expert, Samantha Burks, at [email protected]. Samantha is ready to assist you with any inquiries or concerns you may have, and she will ensure that you receive the support you need. Your satisfaction is important to us, and we look forward to the opportunity to provide you with the assistance you require.

Response from Upstep Custom OrthoticsOct 4, 2023

Hi there. Based on the information in this review, we cannot locate a customer named John Mcculluogh. Please contact our customer care team at [email protected]

Response from Upstep Custom OrthoticsOct 4, 2023

Hello Charles- When reviewing your order, you did not receive the orthotics yet. Those were the impression kits you received. One is for a full length pair in a men's 10.5 and the other for a womens 3/4 length pair in a size 10. We will be in touch to ensure the order was placed correctly before we produce. Thank you.