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

Mo S.
Dec 6, 2022
I wish I have read these reviews before…
I wish I have read these reviews before I placed my order. Now I know it’s a normal practice to delay shipments. 16 days is actually 16 weeks. Very bad and I will be asking for my money back
Response from Upstep Custom OrthoticsDec 9, 2022
We are very sorry for the unexpected early holiday demand. We’re normally known for our exceptional turnaround time on a custom product, and we regret that we missed the mark. We promise your orthotics will be worth the wait. Please allow us to serve you and provide the relief you were looking for. Once we have your foot impression, reordering is a lot quicker. Have a happy holiday season.
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Ted Or Theodore A.
Dec 5, 2022
You have asked for a survey before I…
You have asked for a survey before I have received anything? Bad form how about asking if I have received anything product. There has been no customer service I did the order on line with no contact from anyone but a software program written to take orders. so if you ask the question before, I receive my finished product this is the review you get and deserve.
Response from Upstep Custom OrthoticsDec 5, 2022
Hi there!! We would never ask for a review for a product you never received. You received an email asking how our customer service was. Sorry for the misunderstanding. Thank you for choosing Upstep!
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Andrea B.
Dec 5, 2022
Hi I placed a order on10/24 and its…
Hi I placed a order on10/24 and its 12/4... they said we would have them fast and what we keep on getting told is its in production . I am a professional and this company does not tell the truth and I am reporting them and most of all getting my money back as my husband's feet are in pain ... DO NOT USE THIS COMPANY !
Response from Upstep Custom OrthoticsDec 5, 2022
Hello! We would like to make this right. Please contact [email protected] as I do not see your information here for me to look up our records. Our goal is to help you- we would love ot hear from you with your name and email address.
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Obnsv
Dec 5, 2022
No discount for 2nd Pair
You offer a second pair for a significant discount. When selected, I had to re-answer the same questions I answered for the first pair, then at the end of the questionnaire, I get a notification saying price has changed and that I had to start over. I did this at least 3 times.
Response from Upstep Custom OrthoticsDec 5, 2022
We are sorry to learn you had a difficult time ordering. We ask the same questions for the 2nd pair because many people order for a different household member, which would require the questions to be answered again according to the needs of the 2nd person. We would rather be thorough than not thorough enough and end up designing inaccurate orthotics. It is not too late to receive the 2nd pair discount! We will be in touch to help you with this today. Thank you!
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Jonathan D.
Dec 4, 2022
Can't upload images
Can't upload images. Didn't get the referenced image request email. Confirmation takes too long. Probably placed two orders out of confusion with delay. Hold music is annoying.
Response from Upstep Custom OrthoticsDec 5, 2022
Thank you for your feedback. You were issued a refund on 9/17 for the 2nd order mistakenly placed. Thank you for bringing this to our attention. We’re sorry you had a bad experience. We’ll strive to do better.
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Tawandrea B.
Dec 4, 2022
I havent gotten my order
I havent gotten my order. Its been a month. I checked the front desk and there is no package.0
Response from Upstep Custom OrthoticsDec 5, 2022
Hello- On 11/19 your impression kit was delivered. This is your tracking. https://tools.usps.com/go/TrackConfirmAction_input?origTrackNum=420314059400116902288035097776 We will be in touch today to discuss this further. Thank you for letting us know.
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Sam
Dec 4, 2022
I can’t track my order
I can’t track my order. On the website, my order number isn’t found.
Response from Upstep Custom OrthoticsDec 5, 2022
Please see your tracking information- https://tools.usps.com/go/TrackConfirmAction_input?origTrackNum=420978389400111206207441363174 Your impression kit is currently in transit.
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Russel C.
Dec 4, 2022
I placed a repeat order and UpStep and it wasn’t handled like a repeat customer…
I placed a repeat order and UpStep treated my order like a new order. The communication included asking me to send a pic of the shoe I use with the orthotics I use. Ummm it’s the UpStep one. And I’ve been asked to do these surveys before an order confirmation has happened. Kinda mixed up timing.
Response from Upstep Custom OrthoticsDec 5, 2022
Welcome back, Russel- we appreciate your loyalty and feedback. We ask that all customers repeat and new, answer the questionnaire. There are numerous reasons why we will need this. A few, for example - 1. A repeat customer may have a new diagnosis we are unaware of. 2. A repeat customer may have had a significant weight loss or weight gain, meaning a new foot impression will be needed as the feet will have changed. 3. Perhaps the returning customer is ordering for another family member. We will need their info. 4. The returning customer may be ordering a completely different style of orthotics he/she ordered the last time they visited. There are many reasons, and those are just a few. We appreciate your patience, and we value your business.
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