#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.
Also known as
upstep.com
Website
upstep.com
Category
Medical Specialists
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 89% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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The intake questions are not phrased properly. “Have you ever…” They are phrased in the past tense yet the medical information is clearly being used present day for the purpose of developing the orthotic. There is no opportunity to indicate what issues are prevalent vs those in the past. There seems to be a large margin for error.
Response from Upstep Custom OrthoticsJan 22, 2024
Thank you for your feedback as it has been passed to our web developer.
MO
Maynor O.
I call and left a message 3 times…
I call and left a message 3 times non-one ever call me, i was only able to get crevice by calling early in the morning very bad experience, please uou need work that . Yol you merchandise is expensive.!!
Response from Upstep Custom OrthoticsJan 18, 2024
Hello, thank you for taking the time to share your thoughts. We offer many forms of communication. Which includes phone, email, chat, and social media. If you ever cannot reach us via phone, email and chat are less than 24 hours replies! Thank you again.
CU
customer
Long order wait time
it takes 2 months to get them which is disappointing. I hope they are as good as they claim. Not sure why I get a survey when all I've done is place an order, maybe focus on delivery first.
Response from Upstep Custom OrthoticsJan 8, 2024
Thank you for sharing your feedback, and we apologize for any disappointment caused by the delivery timeframe. We understand that waiting for two months can be frustrating, and we sincerely appreciate your patience.
Your concerns are valid, and we take them seriously. We are continually working to enhance our processes, including delivery times. Rest assured, we are committed to ensuring the quality of the product matches our claims.
If you have any further questions or if there's anything specific you'd like to discuss, please feel free to reach out. Your feedback is valuable, and we're here to address any concerns you may have.
Thank you for choosing [Your Company Name]. We appreciate your understanding.
DA
Daryl
Somewhat Disappointing
Order # 100121968
Some good but also some bad.
Surprised how quick I recieved my order. I ordered on November 27 and received on December 26, despite FedEx's worst efforts... (FedEx made several mistakes)
So this is my 1st ever orthotic. I recall being offered a discount if I ordered a 2nd pair at time of purchase. Although supportive, I was very hesitant to even order anything from Ustep given that they're made in a country (Israel) who is currently at war, and was nervous that I'd possibly never even recieve my order. And to order a 2nd pair upfront, sight unseen, on my budget, seemed like a semi foolish gamble.
So I recieved today. They seem okay. Time will tell if they help me. Happy they made the toe box wider to fit my Altra running shoes. They are noticebly thicker, so there's much less room in previously roomy toebox (obviously with the original insole removed). These are supposed to be "on your feet all day comfort". These may be a little tight for that. One immediate concern, after seeing the insole top is made out of fabric, is that I want to be able to wear full time but am afraid that frequent gym use (sweating...)will make me wish I had that 2nd pair afterall - have a dedicated gym pair and a rest of the day pair so I can really give these a full effort. So I decided to inquire about a 2nd pair. Ustep mentioned how it would be so easy to purchase as they now had my insoles already designed and on file for 5 years. They offered a 10% discount. But much to my surprise, after using my order number, discount code and even chatting, there isn't really a discount. Weird. I just paid $216.00, and now to buy a 2nd pair, when this time around, Ustep doesn't need to mail me a mold, I don't need to ship a mold back..., the design is already made, Ustep STILL wants to charge me $207.00 to get this "discounted" 2nd pair... You'd think Ustep would be saving alot of money this time around and could make and ship for a serious savings for both them and me, but this isn't this case as it turns out for some reason. Greed and foolishness are the only reasons I can come up with. The Ustep chat girl(s) said it was inflation and "prices went up" lol. Everyone knows lip service when they hear it. Today the website says there's still 70% off and a 2nd pair is still about 1/2 price. Disappointing and kind of insulting to be honest. Despite the daily emails Ustep sends me, they apparently do not want my business afterall. Makes me just want to try a different company for my additional pair.
Response from Upstep Custom OrthoticsJan 4, 2024
Thank you for sharing your detailed experience with Upstep. We appreciate your positive comments about the quick delivery and the adjustments made to fit your Altra running shoes. However, we apologize for the challenges you've encountered, especially regarding the discount for a second pair.
Your feedback is valuable, and we understand your concerns about the pricing and the perceived lack of a substantial discount. We assure you that we take customer feedback seriously, and we'll review our processes to ensure a fair and transparent experience.
If there's anything specific you'd like us to address or if you have further questions, please feel free to reach out. We're here to assist you and appreciate your understanding.
AI
Arch-ie
Decent orthotics
Decent orthotics. they need to change their procedure for returning customers and stop asking the same stupid questions. Too expensive even at "70%" off. Stop with the bogus "discounts" and just price them accordingly. You should have an idea now of what they go for, and what they cost to make.
Response from Upstep Custom OrthoticsDec 18, 2023
Thank you for sharing your feedback with us. We appreciate your honest input about our orthotics and the returning customer procedure. We take your comments seriously and will certainly review our processes to improve the experience for our valued customers. Regarding pricing, we understand your concerns and will consider your suggestion for more transparent pricing. Your insights help us enhance our services, and we're committed to providing a better experience in the future. If you have any further details or suggestions, please feel free to share. We're here to listen and improve.
CU
customer
The digital experience could be better
The digital experience could be better. All I wanted to do is order a set of custom orthotics for my wife. There should be a gift path.
Response from Upstep Custom OrthoticsDec 15, 2023
Thank you for sharing your feedback with us. We appreciate your input regarding the digital experience, and we apologize for any inconvenience you may have encountered while trying to order custom orthotics for your wife.
Your suggestion about a gift path is valuable, and we'll certainly take it into consideration as we work on improving our user experience. We're committed to providing a seamless and user-friendly process for our customers, and your feedback helps us in that pursuit.
If there's anything specific you'd like to share or if you have further questions, please feel free to reach out. We appreciate your understanding and the opportunity to enhance our services.
SR
Sara R.
The questionnaire at the end was silly
The questionnaire at the end was silly. It wanted me to upload photos of my shoes. I don't know which shoes these orthotics will be going into, and I don't want to be pushed into deciding that now. But because I refused to do that, it refused to let me complete the rest of the survey -- so the company lost all the data.
It's a badly designed survey. I also don't like it when I get offered add-ons at decreasing prices at checkout -- it makes me feel like I'm being taken for a ride. But this site does that, too.
Response from Upstep Custom OrthoticsDec 4, 2023
We appreciate your feedback, and we apologize for any inconvenience caused by our survey process. Your input is valuable, and we'll certainly review and consider ways to improve the user experience. Additionally, we understand your perspective on add-ons and will take this into account for future enhancements. If you have any further concerns or if there's anything we can assist you with, please feel free to reach out. Thank you for sharing your thoughts.
CW
Craig W.
Chat person did her best to help but…
Chat person did her best to help but the order process was EXTREMELY complicated (and time consuming!), especially ordering 2 pairs for different people!
Response from Upstep Custom OrthoticsDec 1, 2023
We appreciate your feedback, and we're sorry to hear that you found the order process complicated and time-consuming. Our goal is to provide a seamless and efficient experience for our customers, and we apologize if we fell short of your expectations in this instance.
We value your input, and we'll certainly take your feedback into consideration to improve our ordering process. If there's anything specific that you think could be enhanced or if you have suggestions on how we can make it more user-friendly, please let us know.
Thank you for bringing this to our attention. If you have any further questions or concerns, please feel free to reach out. We're here to help and ensure your satisfaction.
