Upstep Custom OrthoticsReviews of upstep.com

Response from Upstep Custom OrthoticsMay 2, 2024

Hi there, Thank you for sharing your experience with us. We're glad to hear that our customer service team was able to assist you promptly with your return request. We understand your concern regarding the return fee and the processing time for refunds. We strive to be transparent about our policies and fees upfront to ensure clarity for our customers. The return fee helps cover the cost of processing and handling returns, and we apologize for any inconvenience it may have caused. Regarding the refund processing time, our team works diligently to process returns as quickly as possible once the product is received. However, the 7 to 10 day timeframe allows for the necessary time to inspect the returned item and initiate the refund process. Your feedback is valuable to us, and we'll certainly take it into consideration as we continue to improve our processes and services. If you have any further questions or concerns, please don't hesitate to reach out to us. We're here to help!

Response from Upstep Custom OrthoticsMay 2, 2024

Hello, Thank you for sharing your thoughts with us. Your feedback is incredibly important, and we appreciate you taking the time to let us know about your experience. Our goal is to gather as much information as possible to ensure that your custom orthotics meet your specific needs and provide the best support and comfort possible. If you have any questions or concerns about your order, please reach out to us. We're here to provide guidance and support throughout the process and ensure that you're completely satisfied with your experience.

Response from Upstep Custom OrthoticsMay 2, 2024

Hi there, Thanks a ton for sharing your specific needs with us. It's super helpful for us to understand how we can best assist you. It sounds like you're dealing with some challenging foot issues, especially with your arthritis, bunion, and foot pain, all while being an active pickleball player. We want you to know that we're here to support you every step of the way. While our diagrams may not have hit the nail on the head for your exact situation, we're committed to creating custom orthotics that address your concerns and provide the support you need. If you ever have any questions or need some extra guidance, we can always get you in touch directly with our podiatrist. Just give us a shout, and we'll make sure you're well taken care of. Thanks again for reaching out and sharing your feedback with us. We're here to help make things as comfortable as possible for you.

Response from Upstep Custom OrthoticsMay 2, 2024

Hi there, Thank you so much for taking the time to share your suggestions with us. We genuinely appreciate your feedback as it helps us improve our service to better meet your needs. You've brought up some excellent points. Having more space to explain where you're experiencing pain is something we'll look into. You can always make any changes or updates to your order by contacting us at [email protected]. We want to make sure we gather as much information as possible to provide you with the best support. Additionally, not everyone may be familiar with foot anatomy or able to pinpoint the exact location of their discomfort. Your feedback is incredibly valuable to us, and we're committed to finding ways to enhance your experience with us. If you have any further suggestions or questions, please don't hesitate to reach out. We're here to help! Thanks again for sharing your thoughts with us.

Response from Upstep Custom OrthoticsMay 2, 2024

Hello, We're really happy to hear that you found our Q&A process helpful and straightforward! Your feedback means a lot to us, and we're thrilled that we could assist you in understanding your needs better. We totally get your excitement for the next phase, and we want you to know that we're working hard to make sure everything goes smoothly from here on out. Your satisfaction is super important to us, and we're here to help with anything you need as we move forward. If you have any questions or concerns, just give us a shout. We're always here for you! Thanks again for your feedback and for choosing us. We really appreciate it!