Upstep Custom OrthoticsReviews of upstep.com

Still don't have them. Customer service is responsive, but this is taking forever.

An answer relevant to my question with the possibility of a positive outcome if I get orthotics. Many thanks . Elma

It was a chat interaction about the status of my order. Mary was fast, clear. I appreciate it

I would give zero stars if I could. Horrible customer service. Wanted to order for both daughters who lived in different states. Went to the live chat rep and was told to order 2 sets and in the additional information box to put their separate addresses. I did. Then the impression kits got sent to me. Mary, from customer service emailed to me that this was my fault and I should have placed two separate orders. I threatened to cancel and all of a sudden my daughters were each sent an impression kit. This was beginning of December with the ad claiming 3 week turn around. Now it’s February 9, still no orthotics and the excuse now is they had to “special order” some material. And Mary once again responded to me that I shouldn’t have added their addresses into the other information box so the orthotics will be sent to me in a completely different state. So when they get to me, if they ever get to me, I will be sending them back unopened and make a fraud complaint to my credit card company to get my money refunded. I was smart enough to save all the emails back and forth to me. This company is not well run at all. Reply to the reply from Upstep Your customer Service Rep told me to order that way. So I was not wrong. Perhaps better training for your customer service reps. And all these replies to others make it sound like you are on top of things. But that is not the case. Promised 24 day turn around and it’s been over 50 days since the impressions have gotten there. And a company that cannot apologize when their customer service rep messed up. I realize people make mistakes. But I haven’t seen one apology to any of these one star posts. Thank you for the apology. I would like to highly compliment Shahar for easing my worry last night after I received the email from Mary saying the orthotics were coming to me. I went on live chat after posting this review because I was upset that the orthotics were coming to me and every time I sent an email I would get Mary. After spending time with me and trying to figure out what was going on, I was finally assured that the orthotics will go to each of my daughters. At the beginning of the order process, I went on Live Chat to find out if I could order the way I did and I was told by the live chat rep I could do it the way I did. The two times I heard from Mary, once in Dec and once two days ago, I was made to feel that this was my fault and I shouldn’t have done it this way. I did it that way because I was told I could. Otherwise I would have placed two separate orders. Adults need to own up to there mistakes. The Live Chat rep did reach out to me after the first time Mary told me I did it wrong and apologized immediately and said it would get fixed This is why I am not dropping the name of the person who told me wrong in the beginning. They owned up to their mistake and apologized and fixed it. Then I asked again when I got an email reply asking about when my daughters would get their orthotics if they would be sent to my daughters and the reply from Mary was they were coming to me and shipping would not know where to send them because of the way I ordered. I hope you can understand my frustration.

Provided exactly what I needed

MARY IS THE BEST!

Ordered in November, it's now February?

I appreciated the quick and informative response! Thank you!