#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
About these reviews
Replies
The company replied to 89% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
Two stars only because I have a kind and helpful representative (Mary) - however, this company's inability to timely ship a product really deserves only one star.
Response from Upstep Custom OrthoticsMay 22, 2024
Thank you for your feedback. We can absolutely understand the confusion around our timeline given we are 100% custom and NOT mass produced orthotics.
Creating personalized orthotics involves a detailed and precise process to ensure they perfectly match your specific needs, which can take a bit longer than standard insoles. This includes detailed assessments, custom manufacturing, and thorough quality checks.
We're glad to hear Mary was helpful and kind throughout the process. We're continuously working to improve our turnaround times and provide the best service possible. If you have any further concerns, please reach out to us. Thank you for your understanding
EP
Evelyn P.
Orthotics sent to wrong address
I paid 215.10 for orthotics on Mar. 14, 2024. I requested before Upstep sent out orthotics that orthotics be sent to my billing address. They sent orthotics to wrong address. I tried emails, phone calls to alert Upstep to this problem. They have not corrected the problem and I am out orthotics and 215.10. Prior to this order they were responsive to my questions, but not this time.
Response from Upstep Custom OrthoticsMay 21, 2024
Hello,
Thank you for bringing this to our attention. We understand your frustration and want to let you know that we are committed to resolving this issue. A new order for your orthotics is currently in production and will be shipped to your correct billing address soon at no additional cost to you.
We are sorry to hear you didn't receive our reply update email. An agent will be in touch shortly.
We appreciate your patience and understanding. If you have any further questions or concerns, please feel free to reach out.
ML
MLcustomer
Check out is terrible
Check out is terrible.
What if the options for answers aren’t in your list of answers?!?
You need a place to talk about the specifics of my situation! Your options for answers do not address what my needs are. You need to modify this!
Response from Upstep Custom OrthoticsMay 9, 2024
We're sorry to hear about your experience with our checkout process. We want to assure you that we do offer a section during the initial quiz where you can describe your specific needs and provide any additional information. Additionally, our Podiatrist follows up via email after the order is placed to request any additional information you may have missed during the quiz. We truly value your feedback, and we're continuously working to improve our services to better meet your needs. If you have any further questions or concerns, please don't hesitate to reach out to our customer support team at [email protected]. We're here to help and ensure your experience is as seamless as possible.
MJ
Mica J.
I feel like I spent more money than…
I feel like I spent more money than what I got in return. I have used other foot services before and I was very surprised when I got these orthotics, they honestly felt extremely generic and not customized for me at all. I would not purchase anything from this company in the future.
Response from Upstep Custom OrthoticsMay 2, 2024
Hello,
Thanks a lot for sharing your experience with us. We're really sorry to hear that our orthotics didn't quite hit the mark for you.
Just wanted to let you know that we offer a 180-day trial period for our orthotics, which includes remakes at no additional cost if needed. We want to make sure you get the support and comfort you deserve, so if you'd like to give it another shot, we're here to help you every step of the way.
Your satisfaction is super important to us, and we're committed to making things right for you. So please feel free to reach out if you have any questions or if there's anything else we can do to assist you.
Thanks again for sharing your feedback with us.
BA
Brad A.
Taking too long
Taking too long. It has been 5 weeks and still have not recieved .. unacceptable.. cannot recommend
Response from Upstep Custom OrthoticsMay 2, 2024
Hi there,
We'd love to provide you with more details on the customization process and the timeline for your order. Our custom orthotics are meticulously crafted to ensure the perfect fit and support for your needs, which can take time.
Please reach out to us at [email protected] with your order details, and we'll provide you with an update as soon as possible.
We apologize for any inconvenience this delay may have caused, and we appreciate your patience and understanding.
AP
Ali P.
Stock message; didn't answer question
Stock message, didn't answer my question. It was not rude or anything (so that's why I didn't give it one star) but it wasn't helpful
Response from Upstep Custom OrthoticsMar 11, 2024
Hello, we are sorry you did not like the answer provided. If you have more questions, you can contact Samantha at [email protected] -we cannot reach out to you because you did not include your info in this review.
LE
Leanne
You charged me before I was able to…
You charged me before I was able to complete my assessment and send pictures of my shoes! Now I lost my spot!
Response from Upstep Custom OrthoticsFeb 23, 2024
Thank you for your review! We're pleased to confirm that your order was placed successfully. Rest assured, everything is on track, and we're here to ensure a smooth process for you. Should you have any questions or need further assistance, please don't hesitate to reach out to us at [email protected]
GC
Gian C.
This is the second time I ordered from…
This is the second time I ordered from upstep and overall I’m not too happy with them. The first time I ordered them just for playing tennis and they seemed okay at first but wore out really quickly - and I mean I could see visible deterioration of the insoles after playing only a handful of times. I still used them for a while but they were not as comfortable as I expected and didn’t feel I was getting much benefit. Ankle and knee pain still persisted longer term, but to be fair these were both preexisting and though I didn’t expect the insoles to solve the problem I did expect them to help at least a little bit, but it was a negligible difference at best after the first couple wears. I decided to give them another try this year but this time I got the “on my feet all day” version expecting a much more durable insole. I also let upstep know that I didn’t think they fit correctly the first time, yet for some reason they still used the original mold from the first pair to make the second pair, which is not what I was expecting after alerting them of the problems with the first ones. We’ll it turns out these are not any more comfortable or durable than the last ones, worse in fact, which is unfortunate because I really love the idea/concept of upstep and desperately wanted it to work. I guess I’m going to have to go back to my podiatrist and spend a lot more money and time to get exactly what I need.
Response from Upstep Custom OrthoticsFeb 27, 2024
I'm truly sorry to hear about your experience with our insoles, both the first and second time around. It's disappointing to learn that they didn't meet your expectations in terms of durability and comfort, especially considering the issues you've faced with ankle and knee pain. We aim to provide products that not only meet but exceed our customers' needs, and it seems we fell short in your case.
Regarding the use of the original mold for your second pair, despite your feedback, that certainly seems like a missed opportunity to address your concerns more effectively. We genuinely appreciate your willingness to give Upstep another try and your feedback, which is crucial for us to improve.
Please reach out to our customer service team at your earliest convenience. We would like to discuss the possibility of rectifying this situation, whether through a different product solution or another form of resolution. Your satisfaction and comfort are very important to us, and we hope to have the opportunity to make this right for you.
Thank you for your honest feedback, and we look forward to hearing from you soon.
