Russel C.
I placed a repeat order and UpStep and it wasn’t handled like a repeat customer…
I placed a repeat order and UpStep treated my order like a new order. The communication included asking me to send a pic of the shoe I use with the orthotics I use. Ummm it’s the UpStep one. And I’ve been asked to do these surveys before an order confirmation has happened. Kinda mixed up timing.
Response from Upstep Custom OrthoticsDec 5, 2022
Welcome back, Russel- we appreciate your loyalty and feedback. We ask that all customers repeat and new, answer the questionnaire. There are numerous reasons why we will need this. A few, for example - 1. A repeat customer may have a new diagnosis we are unaware of. 2. A repeat customer may have had a significant weight loss or weight gain, meaning a new foot impression will be needed as the feet will have changed. 3. Perhaps the returning customer is ordering for another family member. We will need their info. 4. The returning customer may be ordering a completely different style of orthotics he/she ordered the last time they visited. There are many reasons, and those are just a few. We appreciate your patience, and we value your business.