Upstep Custom Orthotics Reviews | Read Customer Reviews of upstep.com

Upstep Custom Orthotics Reviews | Read Customer Reviews of upstep.com

Upstep Custom Orthotics reviews

Showing 555 reviews with 1 star · Clear filters

customer
Jan 28, 2023
You are asking me multiple times about…
You are asking me multiple times about "customer service experience" before I've even received the orthotics.
Response from Upstep Custom OrthoticsJan 30, 2023
Hello- your journey with Upstep begins with customer service. Our requirements are a strong customer service dept that enables all of our customers to feel comfortable. Therefore, we ask for our customers' feedback regarding this aspect of the company. While your feedback for the orthotics you receive is just as important, we like to have our finger on the pulse in ALL departments. We hope your customer service experience was excellent.
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David
Jan 28, 2023
3 mo. & still NO insoles!
3 mo. & still NO insoles! Placed order Nov. 18 and now moving into February!
Response from Upstep Custom OrthoticsJan 30, 2023
Hello- while we know how important it is to have your orthotics, please know, these are 100% custom and have a design and production period. If you haven't already, please contact our customer care team for an accurate order status. We look forward to shipping your new orthotics!!
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Cory F.
Jan 27, 2023
I had a concern of the very lengthy…
I had a concern of the very lengthy turnaround time, 2 months on these orthotics and the customer service rep just dismissed my concern and told me about breaking them in lol
Response from Upstep Custom OrthoticsJan 30, 2023
Hello Cory, we will be in touch today with an accurate order status. Thank you for your feedback. Its very appreciated.
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Anna
Jan 26, 2023
Poor customer service.
Once my order was mailed, I sent a follow up question to customer service to ask about whether anything was done about looking at gait analysis, as I know that that is important for orthotics, and nobody responded. Questioning whether I should try to just get a refund before I use the product so it can be used for somebody else.
Response from Upstep Custom OrthoticsJan 26, 2023
Hello Anna, We do not like hearing this so naturally, we looked into it immediately and we are unable to locate an order associated with this email address. Please contact our customer service today at [email protected] ( We also do not have any emails associated with this email address) We would like to take care of this for you today- you can also call 1800-945-4770 or take advantage of our live chat on our website. We have many avenues to of communication. We look forward to hearing from you!
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customer
Jan 24, 2023
Ordered over a month ago haven’t…
Ordered over a month ago haven’t received product
Response from Upstep Custom OrthoticsJan 24, 2023
Hi there! We looked into your order the minute we read your feedback and one of our customer care agents emailed you. While you may have ordered one month ago, we did not receive your impression kit one month ago. As you know, we had to wait for that to being crafting your orthotics! They are currently coming to life and we cannot wait to ship them so you can begin life with your new custom orthotics!!
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Stacy L.
Jan 24, 2023
Ordered in Nov
Ordered in Nov. My eta date of completing my insoles keeps being bumped out. Now it’s mid February - no email communication to tell me of the further delay. This is not a short wait as they say. I have no trust in this company and will not order from again. If the date gets moved again I will seek to file for a charge back on my cc.
Response from Upstep Custom OrthoticsJan 24, 2023
Hello- we would love to assist you further. However, we do not see an order associated with this name. Kindly send us an email to [email protected] for an order status. In addition, updates are emailed regularly. Please check your spam folder. We look forward to hearing from you!
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customer
Jan 23, 2023
Your system wouldn’t accept my…
Your system wouldn’t accept my apartment number and now I don’t have my order. No one called me or emailed me to confirm my address if they could not send it. I’ve had a lot of scam texts so I do not open them at all. They only emailed me me back because I emailed first snd I sent another email stating for a refund,
Response from Upstep Custom OrthoticsJan 23, 2023
Hello, thank you for brining this to our attention and for joining the Upstep family! Please note, our offices are closed at 11P.M. Eastern time when your emailed was received. However, one of our representatives emailed you this morning to obtain your apartment # so we can ship a new impression kit. We look forward to designing your new orthotics!
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John E.
Jan 22, 2023
False advertising
Going on 3 months now. They advertise as 24 day turn around and Emails give you the same excuse. This is false advertising. Replying to Upsteps message : This is from Upsteps website How Long Will You Wait for Custom Orthotics? You can expect that any product you order will be shipped to you within 9 business days after the date your impression kit has been received. How long it takes before it gets to your hand will depend on where you order from and the logistics involved in moving products to your region.
Response from Upstep Custom OrthoticsJan 23, 2023
Good morning! Welcome to Upstep! Please note: We advertise 24 business days from the day the impression kit is received. Please keep im mind we are unable to design without it. Your order has already shipped! It is currently en route! Thank you for choosing Upstep! Your #1 custom orthotic provider! We care with all of our hearts!
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