Upstep Custom OrthoticsReviews of upstep.com

I ordered a pair of custom insoles that ended up causing me lasting pain. I contacted their customer service for a refund it has been 2 months and their customer service department has been dodging me after they approved a refund and sent back my insoles. Their customer service has missed several deadlines when they said they would respond to me or provide a shipping label. They missed the date they would provide a refund and their customer service will not respond. Overall terrible experience. This is the type of behavior I would expect from scam artists. I wish I would have never tried this company or their product. Their customer service is one of the worst I've ever had to deal with.

I ordered in March, was not happy with customer service. Have asked for a refund of my money. I still have not received anything from them 😞

I was upfront about my stroke and left sided hemiparethesis from the start, but it seems the design team and everyone at upstep are more about making money than actually helping anyone. I wore these orthotics a few weeks slowly introducing them into my life style, I started to develop blisters and friction burns on my feet, so I reached out because they have what they advertise as a 6 month return policy, I thoroughly was seeking to give them a chance because even though they are the most expensive insoles or even shoes I have bought, I have been dealinng with excruciating pain since my stroke, I was then told by their customer care team that needed pictures of the sores and I had to pay some of the cost to return these orthotics which I did, it's been over a month still no refund and I just keep getting the run around, what a pathetic company you have a customer return your sub par poorly designed in sole but then refuse to refund my money I will be posting review on every social media, and review website, I sincerely hope burning me for 249.99 is worth your loss of respect and reputation. Starting to think these weirdos just wanted pictures of my feet...creepy. but why make me jump through all these hoops and then tell me after lie Respectfully, John Joseph

Will not refund my money after waiting 6 weeks. Do not purchase the insoles. The insoles are similar to the ones that already come in your shoe definitely not worth it I have called and emailed multiple times already and they do not respond

With a month of use the cushion on the front of the foot was flat where my foot makes contact and feels like walking on concrete. The sides of the insole are Fraying. I am disappointed because I bought the all day versions and i feel like they are making things worse.

WARNING!! I finally got reimbursed just now, for a simple reorder (no impressions needed) in mid-april, had to get my credit card to go after them. The reorder was never placed, they kept asking more questions and stalling, then I asked for refund of $328., they went silent after agreeing they would send to finance... It's a messy situation now at Upstep, I would avoid. I am going to start over somewhere else! BTW - the foam wears out at about a year of wearing and you have to reorder.

Very disappointed with the refund process. I canceled my order on June 2 and was told that my refund would take 14–18 days to process. I waited the full timeframe as instructed. When I followed up, I was then told to wait an additional 3–5 business days. After waiting again and reaching out for another update, I received no response. It’s frustrating to keep being given new timelines while still not receiving the refund or any meaningful communication. Customers deserve better transparency and follow-through.

I have not received my replacement impression kit. When I wrote last week to inquire as to the status, I received a msge that it was sent… the person never bothered to read the attached email which indicated I was getting a replacement, and gave me info on the old kit. When I wrote back to clarify, I have been receiving numerous replies thanking me for my positive feedback. Very frustrating. I just want an answer.