Upstep Custom Orthotics#1 rated custom orthotics in the US. Upstep specializes in the design and manufacture of custom foot orthotics and foot care solutions.We provide the best custom orthotics available and do so at the most affordable price, in the fastest time, with excellent customer support.Our in-house professional Podiatrist designs each custom orthotic.Our Guarantee:If you’re not in love with your custom orthotics within 180 days, we’ll refund your order - no questions asked!
Upstep Custom Orthotics (upstep.com) has 3,671 customer reviews on Five Star Index, with an average rating of 4.2 out of 5.
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Medical Specialists · Denver, Colorado
Excellent
Medical Specialists · Spokane, Washington
Excellent
Medical Specialists · Irvine, California
Excellent
Medical Specialists
Excellent
Showing 555 reviews with 1 star · Clear filters
Todd
Have not receive initial order ! In mail ordered a week ago( box with foam to model feet )
Response from Upstep Custom OrthoticsDec 5, 2022
Hi Todd! Thank you for your order. Your impression kit was shipped and will be arriving today. I apologize on behalf of The U.S.P.S. for their holiday delay. Thank you for choosing Upstep!
customer
Why have you asked for 2 reviews and I still don't have your 'step 2' for me to make the impressions. STOP nagging me. You asked for a review of a question you asked me. Stop asking for reviews. This will make me less likely to EVER buy again.
Response from Upstep Custom OrthoticsDec 5, 2022
Hi there. We would like your feedback regarding the customer service you received thus far- not the product. Sorry for any misunderstanding.
customer
The order sight seemed to ask repeated questions and somehow i easily submitted 2 orders instead of 1. 😡
Response from Upstep Custom OrthoticsNov 29, 2022
We very much appreciate your comments regarding the ordering process on our website. We will be sure to share your feedback with our team as we are always looking to enhance our customer's website experience.
Sean
Extremely horrible company to deal with -- honestly think it is a scam. There are many things wrong with how they do business and think all consumers should avoid doing business with them at all costs. Here's a summary: - This company took a non-trivial amount of money with the promise they would produce a custom set of orthotics. This was eleven weeks ago, and I still have not received the items nor have I received a firm shipment date despite ten rounds of emails and dozens of unreturned phone calls. - This company was not transparent with regards to when the items would be made or how long despite their vague, automated emails saying "My custom orthotics are on their way!" No they aren't... I believe I have been lied to - Even after requesting for the status of my order multiple times, the marketing team has the gall to put me on an email marketing list to buy even more custom orthotics at 80% off. Why in the world why would I even buy more orthotics when I haven't even received the original pair I ordered over eleven weeks ago? - Every interaction with customer service regarding the ship and make times for the orthotics got more and more vague. From 18 days to 27 days, to 45 days, to ASAP, to unsure. At the last interaction, they just provided a Fedex Shipping Label to show the item was going to ship, but the item never shipped after I patiently waited for two weeks. I found this practice to be completely deceiving. Company is to be avoided at all costs
Response from Upstep Custom OrthoticsNov 28, 2022
Hello- We understand your frustration when it comes to delays. Upstep is not a scam. As you can see, we have many 5-star reviews. A scam would mean we take your money and never ship the product. We do not do such a thing. Unfortunately, we experienced a delay as many companies do, especially around this time of year. We've upgraded your shipping method to FedEx 2nd day for faster delivery. We are doing everything we can to produce orthotics as quickly as possible without compromising the quality. We will not compromise the quality we are known for because we are being rushed. We simply care too much about our product and our customers to do that. Please bear with us. We take every opportunity to grow and improve our services as a company and welcome your constructive feedback. Thanks again for taking the time to reach out to us; it is much appreciated.
Fernandoa23
I ordered 3 months ago and I stilling waiting my order. Supposedly they are making my order and they are going to send it between 7 to 10 days (2 months ago they told me that)
Response from Upstep Custom OrthoticsNov 28, 2022
We apologize for the early holiday delays! Our reputation for being the best online orthotic company in the U.S. is wonderful. However, I can assure you it will be worth the wait! We are excited you chose us, and we thank you for your patience.
customer
I was not able to upload the photographs requested so that I could complete my purchase with the required information. Also, there was no way to edit my shopping cart, and I changed my mind about the color of the insoles that I was ordering but I couldn’t change it.
Response from Upstep Custom OrthoticsNov 27, 2022
Hello. We are very sorry you found the ordering process frustrating. Your feedback about being able to change the color is appreciated and will be passed along to the correct department. If you would like to change the color you chose, please contact [email protected], and one of our representatives will be happy to do so for you.
Michael
I do not have orthotics presently to send pictures of. I could not proceed from that page
Response from Upstep Custom OrthoticsNov 28, 2022
Hi Michael- thank you for your order! Please email your photos to [email protected], and we will do the rest! Thank you again!
Paul C.
I first ordered from Upstep back in 2020, and while it was a bit of an investment, I was pleased with the results and have been happy with the custom orthotics. Including turnaround time for the impression kit, it took about 3 weeks from start to finish. After nearly two years, I thought it might be time for a new pair - and wanted to get a second different pair for hiking (they claim that each orthotic design is tailored to a specific activity). Upstep confirmed my foot impressions were already on file, and quoted a delivery time just over 2 weeks. Two weeks in, however, and the ETA had changed to mid-November. Not great, but I understand there are challenges in supply chains in our current environment. Note that there was NO communication from Upstep regarding the revised ETA - I only noticed it when I wondered where my custom orthotics were. Fast-forward to the third week of November, and I still had not received my order. A quick check online indicated the ETA had changed again to early December. Still no communication about the change in date from Upstep, though. At this point, went searching for online reviews to see if I could figure out what was happening. It seems I'm not the only one experiencing delay after delay... and yet Upstep keeps offering special promotional discounts to incentivize new orders. But, if they cannot even fulfill their existing backlog of orders, why on earth are you trying to add MORE orders to the backlog??? At this point, I submitted a help ticket requesting Upstep to either cancel my order and issue a refund, or ship my orthotics. To their credit, while the initial response held to the early December ETA, they did quickly complete and ship my order, and I received it just 4 business days later. However, while I ordered two different types of orthotics this time, they appear identical in both construction and materials. The only difference is a different sticker. So *is* there really a difference? I'm thinking it's just more smoke and mirrors... just like their overly ambitious commitments. At this point, I'm just relieved I didn't lose my money on a product that may never arrive even though it took 3x longer than initially promised, and doesn't seem to be exactly what I ordered. I've been a happy customer in the past. Will I order from Upstep again, though? Not a chance!
Response from Upstep Custom OrthoticsNov 27, 2022
Thank you for bringing your negative experience to our attention. This doesn't reflect our turnaround time in general as you mentioned there are challenges in our new environment and we are doing our best to overcome the obstacles of our world today. However, we take full responsibility for the delay and offer our sincere apologies for the inconvenience caused. We wish your experience with Upstep was like the first time, and we are going to make it up to you. Please give Upstep another chance and we will provide a courtesy and expedite your order. Since you are a returning customer, you may contact us at [email protected], and we will work with you to get your orthotics out faster. In addition, all of the styles we design are 100% custom and made with only the finest materials. What we use on one pair may or may not be used on the other. Often, you may not be able to see the difference, but the difference is there within the design of each style. There are many factors that take place when designing orthotics. It is not black and white which is why we have one of the top Podiatrists as part of the Upstep family.