Upstep Custom OrthoticsReviews of upstep.com

It was easy as 1, 2 and 3. Just Order, footprint and take pictures of your shoes, and send back the footprint. Before you known it, your custom orthotics arrives in your mail.

I still don't have the kit so I have no clue if it works or not. I ordered on January 1st and the kit is going the wrong direction from where I live.

After ordering, my molds came so fast! They asked lots of questions to get to know my lifestyle in order to better create a custom orthotic. I’ve had a great experience so far and can’t wait to them!

Now if you think 85 days (and counting) is a "short wait" for quality orthotics, then by all means buy from them. They are the "#1 online orthotics brand" and "are in high demand", but in my opinion if the #1 brand is truly #1, even with high demand they could meet their delivery promises. Using those two facts as excuses I believe just shows their indifference to customer experience. For you sleuths, direct your attention to the reviews on their website. You will notice the reviews are never below 5 stars and some reviews state the purchaser rated 5 stars but has yet to receive the product to give an actual useful review. Onto my personal experience so far with Upstep Custom Orthotics. Ordered from them on October 26th 2022 and they sent the impression kit right away. Sent that back with all photos needed and they received the kit on Nov. 3rd 2022. Got an update on Nov. 20th 2022 that my inserts had finished being designed. Dec. 6th 2022, I get an email saying there is a delay due to holidays and they will send a gift. My estimated delivery time has been constantly rising everyday (currently at January 27th 2023) about 85 days since they received my completed kit. I have requested a refund through phone and email. They responded in a understandable amount of time saying they placed my order in an "expedited state" and that it should "ship out in a week ...or so". With a shipment model where the customer has to request expedited status on their order to receive the product in the promised time screams red flags to me. They then ask if they can "go ahead with my order" to which I replied "no I just want a refund". Will see if they process my refund or try to convince me more to keep the order.

I was impressed that I was personally contacted several times asking for more information on what I needed and what the insoles of my shoes were like. They really want to make these insoles personalized and have gone the extra mile to get more details so that they are fitted to my needs

The turnaround time is long. Today is Jan 7th. I ordered 3 pairs on Nov 20th. They already had the imprint of my foot. I expected delivery in 3-4 weeks, not more than the 7 and counting that I have been waiting.(49 days since order). Maybe they are having trouble finding people to work, like a lot of other businesses. On the positive side, if you have the time to wait, they are great. My feet are comfortable all day and the bottoms if my shoes now wear evenly.

I needed to go back and and change answers. I also needed to choose both choices and it would only accept one.

Easy user experience, information is clear and well displayed. Made the decision easy. Would like reorder information available, however, e.g. process, cost, timeframe, etc.