Ms. J.
Good Company Gone Bad?
Earlier this year, when I ordered and received three sets of custom orthotics from Upstep, I would have given them a five-star review. The whole process was easy, they contacted me with questions to assure a good fit, and I received the orthotics in the timeframe promised. They fit better than a previous set from a local lab and are holding up great. The PROBLEM is that because I had such a good experience, I convinced my husband to buy from Upstep, also. He ordered and paid for them on September 6, 2022. In October, he received an email stating that the order had shipped. Because the orthotics never came, I called the company at the 800 number listed on their website, thinking somehow the shipment had been lost. I spoke to a man who said the company had been shorted for an order of materials and had gotten behind in production, but had hired more employees to get caught up. He also said that shipping labels may be created before the orthotics are actually in production. He promised to "expedite" my husband's order. That was on November 1 and, despite receiving another shipment notice, the orthotics have still not been received as of November 13. I get routine emails from the company encouraging me to place another order. IF they can't produce orders for new customers in a timely manner, how could they possibly make more orthotics for previous customers? The marketing emails need to stop--at least until the company catches up with the orders it already has. IF any of this is true! We are starting to think this company will never fulfill its promises. We are retirees and paying for Upstep's products was an "investment" for us. IF we do not receive the orthotics by the end of November, we will file a complaint with our credit card company. That may or may not produce results, but for now anyone who reads this review should definitely take it into consideration. BUYERS DEFINITELY BE AWARE!
Response from Upstep Custom OrthoticsNov 15, 2022
Thank you for your feedback. You are correct, we stumbled upon a very unexpected delay, and with delays come longer working hours, new employees, etc. We are doing our absolute best to navigate through the delay because, as you know, this is not typical for us. I am sorry your husband did not have the same experience you had. Our only hope is he can forgive us, and understand that unforeseen circumstances arrive in all businesses we are working diligently to ship all orders in a timely manner, but we will not compromise quality to do so. Apologies to you and your husband. We hope you will come back to us in the future. :)