#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.
Also known as
upstep.com
Website
upstep.com
Category
Medical Specialists
Listed on Five Star Index
2026
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The company replied to 89% of reviews.
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Most recent review: October 2026.
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I had a pleasant experience with your company and its representatives until Samantha Burks entered the thread in yesterday's email. I requested a return label for my insoles and she was the new correspondence I was paired with. She quickly started explaining the break in process which im already aware of since i wore the last pair for several weeks. Instead of over explaining the issues for a 3rd time with a new representative, I suggested she review the previous conversation threads for more info. Apparently Samantha did not like this response. She assured me that she had read the emails and that the problem was the break in period bc upstep is different than the other insoles. But the original thread was about ankle support in my right foot not my feet hurting from getting used to the product. The arch support is fantastic, but my right ankle continues to roll in and collapse. Samantha Burks was rude, unhelpful and still hasn't sent me a return label as she stated yesterday that she would.
Response from Upstep Custom OrthoticsJun 26, 2023
Hello, we are sorry for the experience you encountered. We understand we provided a remake for you with more support to the right ankle to prevent your foot from rolling inwards.
Since this was already the second time we designed your orthotics, all we ask is for you to use the orthotics more than a few times before returning them. Of course, we honor the return policy but at the same time, we want to ensure the orthotics are in fact, not providing the type of support you need by asking you to give them more than a few tries. We truly care about our customers as does Samantha. There is never ever any ill intent behind anything we recommend or suggest. All return labels are requested from a different department and Samantha will have to wait until it is issued to her before she can issue the return label to the customer. We are sorry the orthotics did not work out well for your situation, thank you for allowing us to try again.
JM
James Moritz & Doug H.
PLACED 2 ORDERS
PLACED 2 ORDERS, 2 PROFILES AND 2 MOLDS. Upgraded one set for James Moritz and both orders were combined into one order where only 2 pairs were delivered. James Moritz was scratched out and hand written Doug Hill was on the 2nd pair.
I expected 2 sets for James Moritz and a separate set for Doug Hill. Totally botched my order despite spending hours answering e-mails. NO PHONE SUPPORT.
So many e-mails back and fourth I am giving up. TERRRIBLE CUSTOMER SERVICE. NO ONE ANSWERS THE PHONE. CALLED AND LEFT 5 MESSAGES.
TERRRIBLE, UNORGANIZED
TWO ORDERS, MOLDS, PROFILES WERE GIVEN TO UPSTEP and they combined them into one order. Total mess.
Please refund everything billed to me.
Response from Upstep Custom OrthoticsJun 22, 2023
Hello- We are sorry for any confusion. Our orthotics are 100% custom so ordering for two different people and only providing information for ONE OF THE TWO PEOPLE from the questionnaire is not how we can design successful orthotics. We ended up having to email you to obtain the information on the second person. Hence, the emails. We offer live website assistance to help with the ordering process. One of our representatives will reach out to you again.
AW
Abe W.
I wish there was a button for negative…
I wish there was a button for negative stars!!!! They received my impressions on 3/27. All I have got is a bunch of B.S. emails saying they are on the way over and over again! This place is a total scam!! Do not order from them!
Response from Upstep Custom OrthoticsJun 22, 2023
Hello Abe, we are sorry for the short delay. We promise the orthotics will be worth it! Moving forward, we have your impression on file for 5 yrs making rendering super quick and easy.
KS
Kris S.
loss of info=pain in the butt
Upstep sends too many emails. Keep it simple. I don't understand why I fill out all the info and the mold, only to have you ignore all of it. You made me womens insoles, they were made too short, & your asking me to measure yet again. Does the mold not give you measurements? Seems like a gimmick.
Customer service is rude and pushy at best.
Response from Upstep Custom OrthoticsJun 19, 2023
Hello Kris, we offer our customers a free remake if the orthotics need t be tweaked. We do not ask for shipping or anything more from you when a remake is warranted. We are here for you every step of the way. Thank you for giving us the opportunity to make the orthotics right for you!
CU
customer
I ordered my orthotics in February
I ordered my orthotics in February, after a lengthy delay they were supposed to have been shipped last week but they are still not here. I am trying to call someone to get this resolved but cannot get in touch with anyone via email or phone.
Response from Upstep Custom OrthoticsJun 15, 2023
Hello- we can see you have been assisted by our Customer Care Dept. As per your tracking, the orthotics were shipped and received in March. However, I am sure there is a good explanation for this if you did not receive them. We are glad this has been looked into.
FC
Frances C.
I would not have given you a star… but had to.
Hi! I have been waiting for my insoles for 4-5 months. I sent an email a month ago. It stated the orders would go out within 10 days. I checked the status through FedX… no order status! I called the 1-800 number and it states to email CUSTOMER SERVICE. Done that. I just want my money back!
Order number: UP200125921
Frances Christian
Response from Upstep Custom OrthoticsJun 15, 2023
Hello France- one of our customer care representatives will be in touch within 24 hours to rectify this for you.
MP
Matthew P.
Every time I complain about the fact…
Every time I complain about the fact that for almost six months I have not received my complete order, I get a false auto-response saying that it is going to be shipped the next day. This is a scam.
And it gets worse. They responded to my above comments by saying - for the second or third time - that the product is being shipped by Fed Ex. They provide a tracking number, but when you check the link, all they have done is prepare a label, and not actually shipped the product. SCAM
Response from Upstep Custom OrthoticsJun 19, 2023
Hello Matthew. Thank you for your custom orthotic order. As you already know, we experienced a delay, and as a result, we decided to ship the orthotics that were finished instead of making you wait any longer. We were trying to do you a favor and make the best of the delay and since we had one pair completed, we wanted you to have it. We will always provide a tracking number and simultaneously let you know the order has not been shipped yet, but this is your tracking info when it does ship. We do that so our customers can track their orders when they ship, which most prefer to do.
BB
Big B.
I'll never buy from Upstep again
I've had a terrible experience with Upstep. I don't leave many negative reviews, but this one is warranted. Especially for the money I spent with them.
Firstly, it took 3 months from the time I placed my order to actually receive the orthotics. I kept getting emails saying they experiencing delays due to high demand. Yet I kept seeing their ads everywhere I turned. Here's a thought; spend less time advertising your product, and more time actually making it. 3 months is RIDICULOUS.
Secondly, the orthotics I paid so much for are at least half an inch narrower than my foot. I specified that I wear a 6E width when I placed the order. They even had me submit a picture of the boots I intended to use the insoles in. Then, THEY TOOK IMPRESSIONS OF MY FEET! How do you screw this up with all the information you were given? My guess is they don't make insoles wide enough for my feet. And that's fine. I realize not many people have feet as wide as mine. But tell me that. Don't take $400+ of my money, then send me a product I can't use. That fact alone tells me everything I need to know about this company. I mean you had freaking impressions of my feet!
Lastly, there's nothing special about the construction of these insoles. They ARE molded to your foot. But they are mediocre in build quality. The $50 Power Step insoles I buy on Amazon are of better quality. My son has actual custom orthotics prescribed and fit through an actual doctor. My Upsteps are NOT of similar quality or fit. The whole idea that Upstep promotes is that they'll custom fit orthotics for you just like a brick and mortor doctor's office would for half the price since they don't have the overhead. But that's a LIE. It's false advertising. These are NOT the same.
I'll never spend my money with this company again. I don't recommend that anyone do so either. Especially if you have extra wide feet. Either order quality off the shelf insoles, or go see a doctor for quality custom orthotics. Don't waste your money on these.
Response from Upstep Custom OrthoticsMay 23, 2023
Hello, thank you for your review. We are very interested in speaking with you. However, based on the information provided in this review, we are unable to locate an order to give you a phone call today. It is important to us your concerns are addressed. While it may have taken 3 months for you to receive the final product from the order date, it is imperative to keep in mind, we are unable to begin designing without the impression kit. Therefore, design begins when we receive your impression kit, not the order date. If we had your name and email address included with this review, we would be able to provide an actual timeline of your order. Regarding the size of your orthotics, in your case, more specifically the width. We offer a 180 day money back guarantee (just about a half of a year) on a custom product which is ample time to allow peace of mind when purchasing. Whether that means having a free, no extra cost to our consumer to have the orthotics tweaked if needed, or to provide a full refund. We do not charge extra for shipping during these few cases and we fully stand by our product and policy.
In regard to the width of your feet, we do design orthotics for wide feet, this is not an issue. However, there are a lot of factors involved, including but not limited to the style of shoe you chose to wear, the reason you need orthotics. Unfortunately, its not as black and white as one may think.
Several considerations are taken into account before selecting the material. We use only the finest material in the industry and are tailored to your specific needs. Foot orthotics can be made from different materials, and may be rigid, semirigid, semiflexible, or accommodative, depending on your diagnosis and specific needs. Comparing custom orthotics to a “one size fits all” material on Amazon is comparing apples to oranges. Your son’s orthotics will be completely different than your orthotics since two people do not have the same feet or reason for needing orthotics in the first place. It does not matter where the orthotics are designed and produced, you and your son will more than likely still have many differences between your orthotics. This does not mean we are “false advertising”
Getting back to our 180 day money back guarantee, if you have not been offered a free remake yet, we are more than willing to provide one. All we need from you is to contact us today, ask for our Customer Care Manager, Samantha and a remake will be provided and expedited. [email protected]
We may require some extra details but we are confident we can provide exactly what you are looking for. We do not recommend ordering “off the shelf” insoles as there are no such thing as “quality” one size fits all off the shelf orthotics.
We hope to hear from you today. We would like to take care of this as soon as possible. Thank you!
