Upstep Custom Orthotics#1 rated custom orthotics in the US. Upstep specializes in the design and manufacture of custom foot orthotics and foot care solutions.We provide the best custom orthotics available and do so at the most affordable price, in the fastest time, with excellent customer support.Our in-house professional Podiatrist designs each custom orthotic.Our Guarantee:If you’re not in love with your custom orthotics within 180 days, we’ll refund your order - no questions asked!
Upstep Custom Orthotics (upstep.com) has 3,671 customer reviews on Five Star Index, with an average rating of 4.2 out of 5.
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Medical Specialists · Denver, Colorado
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Medical Specialists · Spokane, Washington
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Medical Specialists · Irvine, California
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Medical Specialists
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Showing 555 reviews with 1 star · Clear filters
Tim E.
I need to talk to a human. That is impossible with your company. My order is incorrect.
Response from Upstep Custom OrthoticsSep 27, 2023
Hello Tim, Thank you for calling. We see that our call center followed up with you an hour after you called. If there is anything you need taken care of immediately, please visit our website,where we offer live human chat. We look forward to crafting your new custom orthotics! Thank you for choosing Upstep!
Sean W.
Upstep does not follow through. I have placed my order and they refuse to send my order. It has been over a year, and there has been no response.
Response from Upstep Custom OrthoticsSep 19, 2023
Hello Sean, after reading this, we looked into what the problem may be because this isn't how we operate. Your order has been on hold as more information was required for us to design custom orthotics. We have been waiting to hear from you for months as we have called and sent many emails. Thank you for answering our call center phone call today. We appreciate your cooperation.
matthew S.
Not listening, they don’t fit. Not my feet not my boots. Very disappointing. When messaged customer service got generic response. Very poor customer service
Response from Upstep Custom OrthoticsSep 13, 2023
Hello Matthew, the email you received was an offer for a remake. As part of our satisfaction guarantee policy, other than the option to be refunded for a custom-made product, we also incorporated remakes AT NO ADDITIONAL COST. If you are not interested in remaking them, you are eligible for a full refund. We are sorry the orthotics did not work out well for your needs.
Rudolph D.
You charged mean extra $160 . You frauds
Response from Upstep Custom OrthoticsAug 21, 2023
Hi Rudolph, Thank you for choosing Upstep! After reviewing your invoice with Talia, you were reading the SUBTOTAL, not the TOTAL amount after you applied the coupons. Ouch! This one star hurts!
xiuxia S.
This representative never answered my question specifically, not happy with him. I am not sure if he understands the question.
Response from Upstep Custom OrthoticsAug 7, 2023
Hello. We are sorry you did not have a good experience. Please contact us at [email protected] so we can further discuss. Thank you.
KC K.
I ordered my orthotics in November. The impression kit arrived super quickly, but then I got several emails about delays with the orthotics. In March, I wrote in asking for a status update, and within a day, I got a notification that it was shipping. Once they arrived, they were then so uncomfortable that I couldn't wear them for more than an hour at a time. I tried to break them in but no use. I requested a refund, sent my orthotics back, and then heard nothing from them. I confirmed that the order had been delivered back to them, then sent their customer service another email asking where my refund was. Then I got the notification that the refund was processing. I wouldn't recommend buying from Upstep - the orthotics were uncomfortable and the hassle of having to badger them every step of the way just to get the product I ordered from them, and then again to get the refund, made this whole thing a huge waste of time.
Response from Upstep Custom OrthoticsJul 14, 2023
Upstep Custom Orthotics are handcrafted and 100% custom. From Sept-March we are considered very high volume due to the holidays, and many people wanting to gift their loved ones the gift of being pain-free. Your order being shipped the next day is a coincidence as we cannot quickly create your custom orthotics and have them shipped within 24 hours. We pride ourselves on our unique craftmanship and process involved with designing our customers orthotics. Before your Upsteps reach your feet, there is an extensive process that is done. Your order goes through many hands before its final completion. Meaning, your order is reviewed and completed by our in house Podiatrist and then again by his professional medical staff. After designing, our dedicated and trained quality check team in our production offices then have to carefully create your final orthotics. We understand that the first try may need adjustments. Adjustments are normal! We expect the feedback and encourage our customers to keep us updated on how they are doing. We provide remakes at no additional cost to you and will remake your orthotics until we have exhausted all options. I do apologize if you felt your refund was not processed in a timely manner. Upon receiving returns, we ask our customers to allow at least 7-10 business days for the refund to process. We are happy to hear you were able to bring your concerns to customer service and reach a solution. Thank you for your feedback and we wish you all the best in your search for comfort!
george S.
Original: All talk and no action... It's been almost 2 months since I placed my order. I spent close to $2,000 for 3 set of custom insoles. I am constantly being told to hang on, or they are busy completing my order. A lot of nice polite email, but no product and no indication on when. They offered me a $25 discount and a coupon for my next order, if I would just wait. After spending $2,000 and waiting 2 months, it seems insulting to suggest that I can be bought off for such a trivial amount. So I cancelled the order. Follow-up: This is my response after reading the UpStep Corporate response. The regular price was close to $2,000 before the discounts. The impression was returned in June but that is your fault. It took you a while to send it to me, and then after I completed it and sent it back, then it arrived back to you in June. It takes the USPS over a week to send package - lucky they did not lose it. Your effort to save a few bucks by using the USPS added almost 2 extra weeks to the process. And although I cancelled the order, they sent it anyway, and left it to me to send it back. This tells you about the tremendous margins that exist in this type product that they can afford to send out the product and hope that I forget to send it back. And the big discount that they promised, was a 10% coupon on the next order. whoop-de-doo!
Response from Upstep Custom OrthoticsJul 7, 2023
Hi George- we feel you may have the wrong orthotic company as three pairs of orthotics here are only $471.00 and with coupon codes, its even less than that. In addition, what has us thinking you wrote a review about the wrong company is that we received your impression kit on 6/4/2023. https://www.google.com/search?q=420070589400116902288035889357&rlz=1C1ONGR_enUS971US971&oq=420070589400116902288035889357&aqs=chrome..69i57j0i546.708j0j7&sourceid=chrome&ie=UTF-8 and we designed, produced and shipped your orthotics by 7/6/2023. https://www.fedex.com/fedextrack/?trknbr=780309499351&trkqual=2460121000~780309499351~FX If you would like to reach out to one of our representatives to clear up this confusion, pleas do. [email protected]
Bianca B.
I have send several emails and all I asked is to get another box because my box it is damaged and it has been really annoying have to send so many explanations and emails just to request for an undamaged box
Response from Upstep Custom OrthoticsJul 7, 2023
Hi Bianca, I am sorry there was confusion with the impression kit. If a customer receives an impression kit that is damaged, protocol is for us to see a photo of the damage. Sometimes, its a small crack that will not interfere with the impression or sometimes the damage is no where near the impression will be so it will be ok to use. Please keep in mind, we pay 100% shipping costs, and we are big on recycling. We do not like sending more kits through the mail than we have to. Thank you for understanding. We appreciate your feedback.