Upstep Custom OrthoticsReviews of upstep.com

Ryan did a great job. Was very helpful and had answers for all my questions.

I made an order for three pairs of shoe insoles and only two came. I emailed immediately after I got my package and got a response within an hour assuring me that the last pair was on its way that for some reason, all three didn’t come in the same package. It was reassuring and the customer service was phenomenal. Thank you.

Excellent customer service. Fast response to my question which resolved my inquiry.

Your process description is deceptive; the first explanation leaves out all the hoops you have to jump through, pictures of all shoes,side and overhead plus inserts and shoe tag! Still not done! Scan each foot AND have the scan process filmed. None of these steps are described plus you get emails to Let’s take two minutes to complete your orders. Ryan saved the day. Only Ryan.

Great company, customer service overall is fabulous. They have great communication and a great product. Have been using them for years now and couldnt be happier!

First, my order did not arrive, so after I waited two weeks, I contacted them and found out my order was misplaced and hadn't been made. At this point, they had my money for over a month. Out of patience, I asked for a refund. They told me the "100%" refund didn't apply and I would have to pay a 15% restocking fee!! A fee on a product I never received. When I questioned this, they said my insoles were in process and I should wait to receive them. So I waited and two weeks later I received a half-insole, nothing like what any of the advertisement photos looked like. I asked again for a refund and they asked to allow them to make another full insole. After TWO MORE WEEKS, the inserts arrived and looked like they took the original partial insert and added on a thin flappy toe portion to the original, with a pronounced ridge at the instep area. They were UNWEARABLE. It felt like standing barefoot on the edge of a carpet. I asked for a refund and sent the inserts back and waited 22 days for the money to re-appear in my account. This whole event lasted nearly three months. Also, during that time, they managed to market their products to me thru my email and cell # several times a week. Shortly after this ordeal, I purchased a pair of Orthofeet shoes and found them to be very comfortable and good fitting with the first shoe I bought. I have bought two more pairs since then. (pair of slippers and a waterproof outdoor pair of low boots)

Mary, the customer care associate, was so quick to respond to my communication! She was very helpful in solving my issue. This gives me confidence that I made the right choice in ordering my custom orthotics from Upstep. I can’t wait to get the final product!

Order was returned on July 18. Was told I must wait 18 business days for refund. Yesterday was the 18th business day. Inquired about refund. Today’s response from upstep “You can expect a response within 2-5 business days”. Not a customer friendly experience.