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 21, 2023
Never Received My Insoles
My kit arrived at Upstep on Dec.1 2022. It's now Jan.21st 2023 and I still haven't received my custom insoles. The last email notification I received from Upstep was on dec.22 stating that they were working on them but I haven't heard from them since.
Response from Upstep Custom OrthoticsJan 23, 2023
Hello. Your orthotics are at the final stages of production and they look GREAT! We are so excited to ship them so you can begin feeling the difference. Delays arent common for us. However, around the holiday season we are in extremely high demand! Your orthotics are worth the short wait time! The good news is we will have your impression on file for 5 years making reordering much faster!!
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Sonya M.
Jan 20, 2023
Incredibly long wait time
This is awful turn around. I placed my order November 16 and my items are not due to ship until February 9th?! This is not ideal.
Response from Upstep Custom OrthoticsJan 24, 2023
Hello. We did experience the holiday delay as our orthotics are in very high demand. A tracking number has been emailed to you today. We promise the orthotics you ordered are worth the wait! Cutom orthotics right from the comfort of your home is the way to go!!
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Still waiting weeks N.
Jan 20, 2023
I placed my order on Nov 19 2022
I placed my order on Nov 19 2022. Did my footprints 7 days later and sent them back the next day. Today is Jan 20 2023 and I still DO NOT HAVE my orthotics. What I do have is emails [scripted and stalling] and texts from them stating they are tirelessly working on my order. I would have never ordered from here knowing this. Their 3 week claim to have them back after footprints is total BS! Buyer beware. Going on 9 weeks from date of order shows this company only wants your money, and provides fake updates.
Response from Upstep Custom OrthoticsJan 23, 2023
Hello- while delays are not comon for us we do experience delays during the holiday season. We are the #1 custom orthotic provider and in high demand. Its a fabulous thing to know you chose the right place for something as personal and custom as orthotics. Your orthotics are in the final stages of production and we are excited to ship them when completed. We do not have any excuse other than when you ordered it was the business time of the year. The good news is we will have your impression on file for 5 years which makes reordering not only super simple but but very fast.
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derek D.
Jan 20, 2023
Poor communication Slow Shipping
Very poor communication and customer service. No updates whatsoever until I reached out to Upstep. Word track responses are redundant. Was given the same poor excuse as my roommate for slow delivery.
Response from Upstep Custom OrthoticsJan 20, 2023
Hello Derek, thank you for your order. We just looked into this and while we are slightly delayed, we have your impression kit for 21 business days and your orthotics are looking GREAT! We believe they will ship before the 24 business days as promised on our website. 24 business days is not common for us, however, during the holiday season we are in very high demand. We have emaield you your tracking information today. Thank you for choosing Upstep! We appreciate your patience.
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Alan B.
Jan 17, 2023
Not Sure
Not sure if you found my old info from past orders.
Response from Upstep Custom OrthoticsJan 17, 2023
Hi Alan!! OUCH! One star! Welcome back to Upstep! We apprecaite your loyalty! Of course, we have your information from your previous order. We will have your impression for five years! No impression kit is needed. Perhaps you can turn this one-star into a five star since you have been a part of the Upstep family since 2020. Glad you are well! Thank you again!
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Jenn M.
Jan 16, 2023
NEVER RECEIVED!!!
WHERE ARE MY INSOLES? It's been over a month and I have NOT YET RECEIVED
Response from Upstep Custom OrthoticsJan 17, 2023
While you placed the order on 12/15, it may seem like a long time; keep in mind we cannot begin to design without an impression kit. You will be happy to know we received your impression kit on 12/23. During the holiday season, there is a 24-business-day turnaround from the day the kit is received. We are excited to bring your new orthotics to life!! We know you will be very happy with them and your new feet for the new year!
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customer
Jan 16, 2023
During my online checkout experience
During my online checkout experience, a banner appeared which advertised an additional pair at only $109. I attempted to look into the offer and see if I could get a pair for my wife, or if I’d have to get a second pair for myself specifically for the discount to apply. As I was going through the steps, it finalized the purchase of (2) pairs of insoles for me. Which, is not what I had intended.
Response from Upstep Custom OrthoticsJan 17, 2023
Hello! Oh no! We are very sorry for any confusion. One of our representatives will reach out to you today to correct this for you!! Its a quick fix!
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Steve
Jan 15, 2023
My feet are in agony
My feet are in agony. Your orthotics are so so so overdue. Your web experience was great then downhill waiting for them to arrive. I hope you're going to take half of all of my purchase. Steve
Response from Upstep Custom OrthoticsJan 16, 2023
Hello. Thank you for choosing Upstep. There may be a misunderstanding regarding our turnaround time. We just received your impression kit o 12/22. During the holiday season, our turnaround time is 24 business days. Your orthotics have been in design ad production for just 15 business days. As a courtesy, we placed your order on high priority. We are here to provide you with comfort. Your orthotics are looking fantastic and well worth the short wait! Thank you, and welcome to the Upstep family!
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