Upstep Custom OrthoticsReviews of upstep.com

Read before ordering!!!! Ordered on march 17 and still waiting for my order. Inquired about my order and was told I should receive it by 5/15. Today I received an email from customer service questioning if my order was a duplicate. Unacceptable, another mom and pop establishment who wants to play the big league. Look elsewhere

Absolute scam! They Take your money immediately, but take forever to send your product. They keep sending emails lying about the status of your order, and the only way to contact them is through email. I ordered at the beginning of March, and I still have not received my order. Please do not waste your money!!

Upstep, I have not received a response from you. I have requested several times that Upstep return my money. I am NOT going away until I do. I will happily return the Upstep products you sent me in their original condition, because they are useless to me. Reminder: One pair that you sent me is size 6, but I am a size 12. The other pair had a hard heel. My bone structure cannot tolerate this. So where do we go on this matter? Do you want me to file a complaint with the BBB? File a complaint for deceptive products with Mastercard? Establish a small claims court complaint? Go to your websites and tell customers how dissatisfied I am and that you do not respond to legitimate requests? If I do not hear back this week I plan to proceed to do all of the above. I want my money refunded. Richard

They deleted my 1-star review on their website! I tried again, and also deleted. They can't delete this review though. This is a shady company. They hope people will forget about their $200 refund. I ordered their insoles for my dad, my dad wore them for 180 days like in they require in their refund policy, they weren't comfortable, we followed their return instructions, they waited until I sent an angry email (7 weeks) and refunded 2 minutes later. No response. Amateur mediocre scammers. Proof of the USPS return tracking number: 9400111206214918338214 Edit: Your response is a lie. You're removing non 5-star reviews, you deleted the order so the reviews will never appear as "verified purchase", even when they are visible only row few minutes. I've gotten no response. And on the top of that I had to pay $5 extra to be able to ship back you "free return". People, look at their Google Maps reviews. All 1-star. This company is a not an ethical one. Don't buy from them. The insoles are not truly custom. It's a gimmick. You're wasting your money. You'll do better with buying ALINE insoles. Way more comfortable.

Ordered foot inserts in December, still have not received finished product. I was told my product was in production in March and would ship in one week, still have not received. Worst on-line experience ever, no customer service line, you have to leave a voice message. Returned emails keep stating that my product is going into production. Update, Upsteps response to my review asked me to reach out via email to Samantha which I did a week ago and still nothing...

Customer service cannot be reached by phone. Every time I email, the response I receive appears as if the person sending it has no knowledge that I already returned my impression kit and have received an email confirmation. I just need SOMEONE to actually address my issue.

Update 5/8/2023: It's been 5 days since I requested WARRANTY support on my insoles. Nobody has gotten back to me yet. I also sent a Facebook message to Upstep online asking for now a refund. They have not gotten back to me, and I feel like I am being ignored. I am no longer impressed with the post sale support and very disappointed in my experience. Post Sale support appears to be lackluster. Previous Review: Customer Service does seem to care and "want" to know how my experience can be improved. Right now they are working with me to evaluate whether my pair requires a remake for warranty purposes. We shall see. So far, I am content with their responsiveness.

I ordered my Upstep orthotics on March 6th. Received the impression kit a few days later and immediately followed the instructions and sent it back. They said they received my impressions on March 15th. The current estimated delivery date is May 28th, nearly 3 months since I started having issues and ordered these orthotics. I don't live in Alaska, I live in Denver. If you're thinking about purchasing these understand you will not receive them in a reasonable timeframe. I've been hobling for months and it looks like I'll be hobling for another month. Thanks Upstep!