Upstep Custom OrthoticsReviews of upstep.com

I do not recommend Upstep. I never received my order, and after requesting a refund, it’s been over 90 days and I still haven’t received my money. Customer service is only available by email and has been completely ineffective. Save yourself the frustration and stay away from this company.

I ordered this product from the from Upstep and soon after I decided not to move forward with this order. They indicated that the shoes that I wear daily would not be a good match for their orthotics so I requested a refund since March 2026 I’ve been trying to get a refund from this company. I finally got a email saying they’re gonna refund me 28 days ago they said the refund will become between 14 and 21 days. I still have not received my refund nor have I heard anymore from this company. I would not recommend this company to anyone.

Do not trust this company. I ordered custom sandals that arrived completely defective (too wide). Assistant Manager Ben emailed me on June 15 and 17 asking me to try an out-of-pocket repair first. He explicitly wrote: "you will get a full refund because have asked you to try out this solution this is my promise to you." To cooperate, I drove a two-hour round trip to a shoe repair shop and spent $10.The alteration did not fix the fit. On June 22, Ben promised a full refund plus the $10 repair cost. On June 23, Supervisor Mary confirmed the total refund amount in writing: "$339." They received my physical return on June 30 and promised an 18-business-day processing window, which expired on July 24.On July 17, a representative named Ryan emailed saying finance would reply in 2–5 days. They never did. When the deadline passed, I emailed again on July 24 requesting an update—completely ignored. I sent another email on July 28 stating that my credit card showed no credit and I had not heard anything from their finance department. Again, completely ignored. Today, I tried calling their customer service line only to get an automated message telling me to leave a voicemail.Upstep has completely gone silent. They are in physical possession of my returned sandals and are withholding $339 that their own management team guaranteed in writing. I have officially filed a bank dispute with Capital One and reported them to the FTC and BBB. Avoid at all costs.

The "custom" inserts are garbage. My orthopedic agrees. They took forever to arrive. I sent them back a month ago despite the "restocking fee" they deduct from your refund, and I am still waiting for my account to be credited. Wish I had never bought these. What a waste of money.

I was charged twice for the same order. I have been trying to get a refund for the unauthorized duplicate chege since July 1 and was told I would get a refund. It has been 26 days now. I also canceled the original order and requested refund because I was no happy with lack of customer service. Again...I was promised a refund for this order as well on July 9th....still no refund for either of these and of course customer service number just says leave email address. You can not speak to anyone! I am ready to report you to Better Business Bureau. I intend to leave my experience and expose how this "company" works if my money is not refunded immediately!

My refund was due over 3 weeks ago, and now you just ignore inquiries. You have caused my HSA account to be frozen and other medical expenses are not able to be paid. I asked for a refund 2 days after order, there should not be an issue. Please refund my funds do we can move on with our lives. This is very unprofessional, and terrible business practices on your part. I’m sure they’ll reply to this with please reach out to their customer service, but that’s as far as it will go. I e contacted you guys at your ci tact, but you never reply, glad you had the time to reply to this. Your customer service is shit!

I had previously ordered from Upstep before and the process was much smoother then. Recently I tried to replace those inserts and it has been nothing but poor communication and missed dates/deadlines. So I reached a point where I asked and was granted a refund (minus a 15% restocking fee even though I had not been notified they were in process after being 2 weeks late), now I am a few days past the 14-18 business window (which seems excessive) and my refund is late! After this experience I would caution anyone to use this company, I certainly will not be using them in the future.

Avoid This Company — Refund Guarantee Was Not Honored My experience with this company was extremely poor. The orthotics I received felt cheaply made, did not fit properly in my shoes, and were nowhere near the quality I expected for the price. The company advertises a 30-day money-back guarantee, but despite repeated requests over nearly two months, I did not receive the promised refund. I was repeatedly told that someone from Finance would contact me, yet no one ever did. I ultimately had to dispute the charge with my bank to recover my money. The company also appears to operate from the UK rather than through a meaningful U.S.-based customer service presence, which made resolving the issue even more difficult. Their BBB rating was also listed as an “F” when I checked. Based on my experience, I strongly recommend avoiding this company. Comparable over-the-counter orthotics are available online for a fraction of the cost, without the frustration and poor customer service I experienced.