Upstep Custom OrthoticsReviews of upstep.com

So after over two months of delay, I finally got my inserts today and they are useless! Don’t fit my high arches well at all (how could they screw that up given the impressions I sent!) and the worst part is they won’t even fit into my shoe! The toe is too wide for my tennis shoe so they won’t go all the way in! The heel won’t even go in. I even sent them a picture of the exact shoe with the original order - so much for that! They claim to be all customized and they have all this slick marketing but bottom line these fraudsters just take your money, sit on it for 2+ months, and then send you total rubbish! I’ve asked for a full refund. What a disappointment! Watch their customer service person “Mary” (an AI bot?) now send some idiotic reply about “great news is we we keep your goal impressions for 5 years!”. What a joke!

took way longer than 28 days. Received them and they don't feel good so will send back. To add insult to injury they didn't give me 50% off as ordered so charged me full price plus freight. Not a well organized company at all and when they email you with a progress report they have nothing to say about arrival. Sad

Never received the final product.

You obviously can’t fill orders in a timely manner. I’m not sure if you ever intended to fulfill my order. It has been more than a month. I gave you a shot to help me with my foot pain. When my foot hurts I as I walk I feel both the physical discomfort and the mental disgust of your unprofessionalism.

Do not attempt to purchase anything from this company, as they will take your money and not provide you with the product that you had paid for. Every time you reach they just keep saying we a very busy. There is no way it can take over two months for them to make a pair of inserts. Very poor service.

This company might be a scam. I paid for and sent my impressions in on February 21st. Every time I ask about a delivery date I get an “we are building them and they look great” email, with no definitive shipping timeframe. Do NOT use this company!

It's been another couple weeks since my last review. In short, the inserts were supposed to be here by end of jan. Or begining of Feb. I bought them specifically for a trip at the end of march. Since then the dates kept getting pushed back, and when i asked i was told "they would ship in 7-10 days. The last two were copy pasted, and didnt answer the question i asked. The last response I got from them was basically "we assure you that we do read your emails" and "you never said when your trip was". I replied and told them, but never got a response. I have emailed them twice since asking how I cancle the order and move forward with a refund, since they never showed. Still no response. The lack of communication is ridiculous. They kept saying it was due to the materials shortage (which I would understand) but the status on the order said that they were completed late February, just waiting to be shipped. It was an absolute waste of time and now I will be having to fight to get my money back. So disappointing. Reply to Upstep: as stated above, I would like a refund, not for the order to be shipped. You say you have "made changes" yet I still have yet to receive any email response. You are only responding on here. Regardless, I hope you do make changes for your future customers. I, however, have had to go a different route since A) they were not here by the time I needed them and, B)there was such poor communication that I had no idea if I would ever see them. I now no longer need or want them. I would like my refund. 4/17- I still never got a reply to any email, but after filing with BBB, I got my refund pretty quick.

3 MONTHS after paying for my order, i was still getting emails saying "We appreciate your patience aa we are still working on processing you order". I finally gave up and requested a 50% discount. They only offerd a $35 credit, so i cancelled the order. Ridiculously long processing time! And BTW i have given the same 1 star review on their website and it was taken down after 1 minute, in case you're wondering how they have a perfect 5 star rating in their website and only 3 star rating here and on Amazon! Buyer beware