Upstep Custom OrthoticsReviews of upstep.com

I contacted Upstep today to inquire how I can order another pair of orthotics (my fifth). I had some questions about discounts and shipping lead time and Ryan was fast to respond and incredibly professional. I don't hand out these types of compliments without thought...I was in retail for over 50 years, including 22 years as owner...Ryan was awesome!!!

I ordered two pairs early December. Took 6 weeks for me to get them which seemed a bit long but it also was overlapping the holidays. Got the insoles 2 weeks ago and have not tried them yet. The problem isn't there. I got 2 pairs which are supposed to last 1-2 years each but in the two weeks since I got them I have received 17 marketing emails. This is just ridiculous! It's past just marketing, even past spam... Feels like it's borderline harassment. Haven't even tried the insoles and yet I already have "brand fatigue" and I would never order from them again.

Well...it pays to write a review (as others have done) that you have not been paid. I just received a msg that I would be refunded. (Thank you Upstep) Like many others here I was waiting for a refund. I have all my emails to document failure to refund. I like others were told it was going to happen and nothing has. I was going to contact my states dept. of consumer fraud next week. I am giving them the weekend and then going forward. Well they came through so I have received my refund and this can be put to bed.

Upstep responded rapidly to my request for a replacement foam mold as the first one was damaged on opening the box. Mary offered a replacement rapidly at no charge.

Upstep rep (Mary) was very polite and responsive. Easy to connect with the support and they’ve resolved my issue very quick. Highly recommended!

Service was really prompt and thorough!

I ordered upstep orthotics and was told they would ship in 3 to 5 days. I then get emails saying there is a delay and they will not ship for days. I received three delay emails. I contacted the company to cancel the order. Mary then announces suddenly they are done and ready to ship. Just as I cancel, They are ready. I am told by Mary if I cancel there will now be a 15% fee. They (Upstep) lied to me about when they would ship. There return policy is pathetic. Other companies stand behind their products with a 100% refund. Upstep and Mary will lie to you. This is a scam. The service is unprofessional and pathetic. I should get a 100% refund. I was lied to and scammed. I urge you not to do business with Upstep.

Mary was very helpful with guiding me to make a decision between the types of orthotics I needed. She also patiently answered my questions about metatarsalgia.