Upstep Custom OrthoticsReviews of upstep.com

Can we really do zero?! I have been trying to get a refund on my order and I just get an automated message saying that someone will be in touch in a couple of days. There’s never a phone number attached to the email so that I can call them and complain. If you have the money for insoles, go to your local podiatrist for better service.

Absolute disaster! I’m trying to get a refund for a product that didn’t work for me, and the whole process is taking forever. Every time I contact customer support, they’re completely unhelpful. They just keep saying that someone from the finance department will get in touch “soon,” but nothing ever happens.To make matters worse, they keep missing the deadlines they set themselves.First, they provide misleading information about their refund policy. They never disclose the significant fee they allegedly charge for customizing the product, so you’re not entitled to a full refund anyway. What’s even more concerning is that there’s no mention of this fee anywhere on their website.On top of that, they simply refuse to process my refund without providing any clear explanation. This experience has been incredibly frustrating and completely unacceptable. Be aware, and avoid this company at all costs

Zero!! Upstep company is very hard to deal with, been asking for a refund since they changed the order mid way. Then after I asked for a refund, a minute after I placed the order! I’ll I’m getting is run around! My next step to to report them to the better Business Bureau! Do not buy products from these people

SCAM! They will take your money, cancel your order and not refund you. They are scammers. Do not trust them.

I paid over $200 for custom insoles from Upstep they sent me the impression kit then it took almost a month to get the insoles Once I got them they did not look custom at all they was thin foam inserts with a hard plastic on bottom but i gave them a chance so I used them for two months but they made my feet feel worse than real custom orthotics from a dr The company states 180 day refund but if you read fine print that’s with a 30% fee because of material but when you ask for a refund and send back the insoles they give you a run around telling you 18 days after they get them back you will get a refund so far I have waited 36 days and still no refund and when I send request for where refund is they say they sent request to refund team and will get reply back in 2to 5 business days I would not trust this company at all they are thief’s and are just stealing peoples money for cheap insoles u can buy on Amazon cheaper

I really loved the quality and fit of my first pair of upsteps. My wifes first pair arrived and were way to large. Upstep asked her to 'cut them to fit' she didn't feel it was appropriate at this price point, and upstep agreed to replace them with a second pair of my inserts. The replacement inserts arrived after 3 weeks and I tried to put them in. This pair of inserts are easily a half inch to large for any shoeI tried them in. For fun I tried them in all my size 13 shoes with removable inserts, including Columbia hiking boots, nobull lifting shoes, vans, nike, and merrels.) I trimmed them to fit by cutting down the toe, but now once inserted, the arch is too far forward and the insert doesn't work. At this point i don’t feel like waiting another 3-5 weeks for a replacement. Hopefully, Upstep can get handle on their quality control.

I wish I could give zero stars. Requested that they cancel my order and refund. Not only is their refund policy WORSE than if I received the orthotics, but it has been a month and I have not received a refund. I have contacted them several times and only gotten one response several weeks ago. Unable to get in contact again. Very frustrated. Avoid this company!

Please stay clear of this company. The so called 180 day money back guarantee will cost you 30% of your purchase for orthotics that will cause more pain than you had before. I ordered 2 pair, after weeks of waiting, I was sent one pair for a 21 day trial period which at that point is when it becomes a 30% restocking fee for retuns. Horrible orthotics, no live person to speak to, communication from the company is automated and not a real person. Save yourself the headache and go to a foot doctor where orthotics can be properly fitted and adjusted. UpStep is NOT the place! Read the Google reviews and believe them! I wish I had!