Upstep Custom Orthotics#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.
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Medical Specialists · Denver, Colorado
Excellent
Medical Specialists · Spokane, Washington
Excellent
Medical Specialists · Irvine, California
Excellent
Medical Specialists
Excellent
3,671 approved reviews, newest moderated first
customer
Order is not compete yet, just placed the order, process is good.
Response from Upstep Custom OrthoticsNov 29, 2022
Thank you for ordering and choosing Upstep to design your new orthotics! We look forward to your many steps in your new Upsteps!
Rebecca
The agent really helped me out in finding the best insoles for me!
Response from Upstep Custom OrthoticsNov 29, 2022
That's why we are here and do not offer a chatbot but real live agents just waiting to help!
Paul C.
I first ordered from Upstep back in 2020, and while it was a bit of an investment, I was pleased with the results and have been happy with the custom orthotics. Including turnaround time for the impression kit, it took about 3 weeks from start to finish. After nearly two years, I thought it might be time for a new pair - and wanted to get a second different pair for hiking (they claim that each orthotic design is tailored to a specific activity). Upstep confirmed my foot impressions were already on file, and quoted a delivery time just over 2 weeks. Two weeks in, however, and the ETA had changed to mid-November. Not great, but I understand there are challenges in supply chains in our current environment. Note that there was NO communication from Upstep regarding the revised ETA - I only noticed it when I wondered where my custom orthotics were. Fast-forward to the third week of November, and I still had not received my order. A quick check online indicated the ETA had changed again to early December. Still no communication about the change in date from Upstep, though. At this point, went searching for online reviews to see if I could figure out what was happening. It seems I'm not the only one experiencing delay after delay... and yet Upstep keeps offering special promotional discounts to incentivize new orders. But, if they cannot even fulfill their existing backlog of orders, why on earth are you trying to add MORE orders to the backlog??? At this point, I submitted a help ticket requesting Upstep to either cancel my order and issue a refund, or ship my orthotics. To their credit, while the initial response held to the early December ETA, they did quickly complete and ship my order, and I received it just 4 business days later. However, while I ordered two different types of orthotics this time, they appear identical in both construction and materials. The only difference is a different sticker. So *is* there really a difference? I'm thinking it's just more smoke and mirrors... just like their overly ambitious commitments. At this point, I'm just relieved I didn't lose my money on a product that may never arrive even though it took 3x longer than initially promised, and doesn't seem to be exactly what I ordered. I've been a happy customer in the past. Will I order from Upstep again, though? Not a chance!
Response from Upstep Custom OrthoticsNov 27, 2022
Thank you for bringing your negative experience to our attention. This doesn't reflect our turnaround time in general as you mentioned there are challenges in our new environment and we are doing our best to overcome the obstacles of our world today. However, we take full responsibility for the delay and offer our sincere apologies for the inconvenience caused. We wish your experience with Upstep was like the first time, and we are going to make it up to you. Please give Upstep another chance and we will provide a courtesy and expedite your order. Since you are a returning customer, you may contact us at [email protected], and we will work with you to get your orthotics out faster. In addition, all of the styles we design are 100% custom and made with only the finest materials. What we use on one pair may or may not be used on the other. Often, you may not be able to see the difference, but the difference is there within the design of each style. There are many factors that take place when designing orthotics. It is not black and white which is why we have one of the top Podiatrists as part of the Upstep family.
Bruno
Kirsten Rizzo made it much easier to pick the right product for my needs. She went through the details of each one and explained how it works for a returning customer. Thanks!
Response from Upstep Custom OrthoticsNov 27, 2022
We will surely pass on your feedback to Kirsten it will mean a lot to her!
Bruce L.
These custom inserts are very reasonably priced considering the cost of many similar products. I did not receive my order for 8 weeks after ordering, but I believe that was a one off. I am very satisfied with the product and in fact, just ordered two more pairs. For anyone needing a fair priced orthotic insert custom fitted, I would rhighly recommend Upstep.
Response from Upstep Custom OrthoticsNov 27, 2022
Thank you for your patience while we experienced a short delay. You are right- it is a one-off, and we are glad you understand. Thanks for the positive vibes!
Brenda F.
Answered all my questions. I was please with money-back guarantee.
Response from Upstep Custom OrthoticsNov 27, 2022
Thank you for taking the time to give us your valuable feedback. Our 180-day money-back guarantee on a custom product cannot be beaten!
customer
Great customer service looking forward to trying my new insoles
Response from Upstep Custom OrthoticsNov 29, 2022
Thank you! We are looking forward to everything your new orthotics will provide for you!
David L.
sucks. We place order and then more damn questions
Response from Upstep Custom OrthoticsNov 27, 2022
I’m sorry to hear about your disappointing experience with us. It’s always our intention to provide great customer service. When ordering a custom product online, part of the incredible experience is Upstep making certain we have all the correct and very valuable information from you to craft your orthotics to perfection. We do not have the pleasure of meeting you in person. Hence, we strive for a very open and communicative relationship with our clients for a better overall experience and our product meeting your needs.