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

Brandon T.
Jan 14, 2023
I ordered this product almost 2 months…
I ordered this product almost 2 months ago and I still haven't received it. I want a refund immediately. What a rip-off!
Response from Upstep Custom OrthoticsJan 16, 2023
Hello. Thank you for your feedback. We have consulted with our production team and while you ordered in November, please keep in mind we are unable to begin design until we receive the foot impression kit. We received yours in mid-December. We have our eyes on your orthotics and will be shipping shortly!
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Philip
Jan 13, 2023
Long delay and poor customer support
Long delay and poor customer support
Response from Upstep Custom OrthoticsJan 16, 2023
Hello. Your feedback is much appreciated, and we are working on getting your new orthotics shipped within 10 days. We promise you will be elated when you receive your new orthotics!
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John G.
Jan 13, 2023
Stay far away similar to others they…
Stay far away similar to others they take months and make excuses during the entire process.
Response from Upstep Custom OrthoticsJan 13, 2023
Hello John, thank you for your order. We do not have any excuses. We are the #1 custom orthotic company in the U.S., and we come highly recommended. Any order placed around the holiday season is delayed. That is typical of most retailers. Thank you for choosing Upstep!
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customer
Jan 13, 2023
product never showed.
product never showed. poor customer service.
Response from Upstep Custom OrthoticsJan 13, 2023
Hi there, we see you were in touch with Vinny, our customer care representative who expedited an impression kit to your home. Perhaps when you receive your new custom orthotics, you will have a change of heart and turn this 1 star into a 5 star! We look forward to crafting your new orthotics!
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E
Jan 13, 2023
Terrible Company
Terrible Company! Placed an order for 2 pairs of insoles. This was the 1st week of October. As of mid November I never received the order. Called and they explained my order got lost or help up, they updated the system and I should receive it soon. Its now Mid January and still no insoles. Called again and my order was held up again. I have zero confidence I will ever receive the insoles. Very nice representative, horrible company!
Response from Upstep Custom OrthoticsJan 13, 2023
We would like to contact you, but a name or an email address was not provided with this review. Please contact [email protected] so we can further assist you.
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John H.
Jan 13, 2023
I was reordering a pair and it kept…
I was reordering a pair and it kept asking for a picture of my shoes.... If I already ordered a pair why would I need another picture of my shoes and sense you chat function was way less them helpful I canceled the order started getting a very uncomfortable feeling about using you again
Response from Upstep Custom OrthoticsJan 13, 2023
Hello John,we are so sorry to hear this. I believe their was a miscommunication, and we are looking into this immediately. If our returning customers want a replica of their previous order, we will not need a photo of your shoes. However, we cannot just assume you would like a replica, so we ask for the shoes and all the other information in case things change. Keep in mind these are custom and designed specifically for you, so if there are changes, we need to know. Yes, we are thorough, but it provides for optimal customization. We will be in touch today to discuss further. Thank you for bringing this to our attention.
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customer
Jan 13, 2023
This was a horrible experience
This was a horrible experience. I waited more than 5 minutes on the phone with no luck. And there is no button to just buy the damn insoles. I do NOT want to take dumb quiz. And I dont want to be constantly up-sold for other products. I really hope I'm not being scammed here. We'll see.
Response from Upstep Custom OrthoticsJan 13, 2023
Thank you for your feedback. Please understand our orthotics are 100% custom per individual, so we do require you to answer a short questionnaire. It is impossible to design orthotics if we do not know anything about your needs for orthotics, etc. You may think these are off-the-shelf insoles, but they are not. If you are looking for custom, you've come to the right place. We will be in touch today to discuss the details of your order as I can see there isn't any information provided and our designers are going to need to know why they are designing orthotics for you.
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customerktwister
Jan 12, 2023
SERIOUSLY
SERIOUSLY, how can i review a product that has not even arrived. How about asking for a review after the product has been delivered.
Response from Upstep Custom OrthoticsJan 13, 2023
Hello! You are 100% correct. We would never ask you to review a product you never received. That said, your experience begins with the ordering process and the customer service provided on order. That is what we are asking you to share your thoughts on. We like to learn every aspect of your experience. Feedback is valuable and it helps us improve if needed.
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