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

John O.
Dec 22, 2022
Greater than 5 months to arrive froma foreign country
No communication. 5 month + delivery time before the product arrived from Israel. 2 weeks before delivery received almost daily emails demanding I review. The price is very good. The reviews lack credibility
Response from Upstep Custom OrthoticsDec 22, 2022
Hello- We apprecaite your feedback. Upstep Custom Orthotics is an American company, reinventing the custom orthotics marketplace, for our customers to enjoy ordering top-quality customized orthotics online from the comfort of their own homes! Our Logistic Center is located in N.J., our Podiatrist is one of the top in the U.K. and our Production Facility is located in Israel. We ship FedEx 2nd day to avoid a long delivery, Thank you.
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Norma G H.
Dec 20, 2022
Have not received the package
Have not received the package
Response from Upstep Custom OrthoticsDec 22, 2022
A member of our team will be contacting you as the U.S.P.S. shipped your impression kit back to us as "no such address" We will handle this shortly. https://tools.usps.com/go/TrackConfirmAction_input?origTrackNum=420787349400111206207509567322
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customer
Dec 20, 2022
I have not received them back
I have not received them back
Response from Upstep Custom OrthoticsDec 22, 2022
Hello Mark- OUCH! That one star sure does hurt, especially since we just received your impression kit on 12/7. Your order is currently in production. Please keep in mind our orthotics are 100% custom and not pulled off the shelf. There is a design and production period. Perhaps when you receive your new orthotics you can turn that 1 star into a 5 when you see how great they are! Thank you!
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Joe Q.
Dec 20, 2022
It seems that empathy is lacking with…
It seems that empathy is lacking with my rep. She immediately is defensive, rather than trying to understand a first customer’s point of view. I simply explained that the time frame was much longer than I had hoped for. She continued to be defensive rather taking a few extra steps to win me over. I guess the company doesn’t need me as a customer. Below is the reply from Upstep. By reading it you see that the company AGAIN is defensive. I’M NOT YOUR ENEMY! The site says that we’ll send you back your orthotics within 18 days of receiving the impression. I GOT AN EMAIL SAYING IT WOULD NOT BE UNTIL JAN 23 WHICH IS 5 WEEKS LATER!!! Whoever is handling my concern should be fired because not once was there even an apology. SMH
Response from Upstep Custom OrthoticsDec 20, 2022
Hello. We looked into your order when we read this, and we see that your impression kit was just received on 12/7. Yesterday when you canceled the order, it was 12/19. We only had your impression kit for 8 business days at that time. That is not the turnaround time we advertise, and we are a little perplexed as to why you canceled without allowing Upstep to place your order on priority, as we were willing to do that for you. We still have your foot impression if you would like to reconsider, but we will need at least 15-18 business days to design and produce your order. Thank you.
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Brad F.
Dec 20, 2022
Great communication but horrible delivery
I can't believe how long this is taking. Your advertisement focus' on how fast you get the order out so to the buyer it sounds like we will have the final product. What you mean is that we will get the mold sent to us withing a week. This gleams of false advertising. I placed my order on 11-27. I'm now told I may get the orthodics in early January.
Response from Upstep Custom OrthoticsDec 20, 2022
Please forgive us for the unexpected early holiday demand. This is not typical of us! Unfortunately, the holiday season is very busy and we are doing our best to produce all orthotics in a timely fashion! We appreciate your patience! We hope when you received your new orthotics you will turn this one-star review into a five star!!
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Thomas S.
Dec 18, 2022
2 month for inserts (now 3 month)
2 month for inserts? Not sure what the quality of the inserts is. Ordered on 11/19, on 12/18 i get an email that there is a delay and i should have my inserts by 01/15 (2 month for inserts). But all is well, since i'm supposed to get a free gift (that's sarcasm, it will most likely be another discount code). Trying to reach support is an exercise in patience. I think next time i'll pay for someone to take the measurements and get this done. I'm starting to wonder if they take so long to get the insoles out so they can avoid a chargeback. UPDATE: now the date was moved back to 01/27/23. If i get one more delay i'm filing a chargeback. UPDATE: now the date was moved back to 02/20/23, at this point they don't even send me the emails any longer. I'm canceling my order come Monday. If they refuse i'll file a chargeback. This is a SCAM.
Response from Upstep Custom OrthoticsDec 19, 2022
We know delays are frustrating. We are truly sorry and are doing everything we can to design and produce orders in a timely fashion. One thing we will not do is compromise the quality of our orthotics. We will not send you a coupon code; we are sending a gift for the inconvenience and truly because we care.
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fboz
Dec 17, 2022
Cancel
Cancel, not interested in sending photos. I’ll get fit locally!
Response from Upstep Custom OrthoticsDec 19, 2022
When you order custom orthotics from the comfort of your own home, we do not have the pleasure of meeting you in person as you stated, "getting fit locally" the whole idea is to order from your own home without even having to leave the house, amongst all the other benefits such as our 180-day money back guarantee (you will not be offered 5 months to try your orthotics a doctors office) and the more than 50% off price tag! We are disappointed to see you go, as it will only take 2 minutes to email a photo of your shoes and a lot more effort to see somebody in person. While we are sorry you changed your mind, as we value all of our customers, we cannot apologize for being thorough. We are that way so we can provide the best orthotics 100% customized to you. If ordering from a company that only wants the best for you and takes the necessary steps to do so, perhaps you are right; maybe we are not a good fit for you. Best wishes.
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James C E.
Dec 16, 2022
I haven’t gotten my order yet
I haven’t gotten my order yet. It’s disappointing to have placed an order so long ago and not to have received them yet.
Response from Upstep Custom OrthoticsDec 19, 2022
Hi James! Welcome back to Upstep! While we already have your impression on file from your previous order (We are so glad to have you back!), it is the holiday season, and we are experiencing a short delay. We will have your orthotics to you in no time!! Thank you for being a loyal customer!
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