Upstep Custom Orthotics Reviews | Read Customer Reviews of upstep.com

Upstep Custom Orthotics Reviews | Read Customer Reviews of upstep.com

Upstep Custom Orthotics reviews

3,671 approved reviews, newest moderated first

Mark K.
Sep 2, 2025
In person chat was very helpful to…
In person chat was very helpful to answer questions.
Response from Upstep Custom OrthoticsSep 4, 2025
This is great to hear! Thanks for the positive feedback. We're so glad we could help.
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Rowan J.
Sep 2, 2025
The orthotics themselves were fine but unhelpful team members
The orthotics themselves were fine, although they didn't fit well, but the customer service was really lackluster. Apparently the podiatrists themselves are located in the UK, and they insisted on me wearing the orthotics for two weeks before they would remake them. I already had professional orthotics made about a decade ago and knew what needed fixing but they are unable to accept any casts of current orthotics or anything to help them in their design. The orthotics created pain for me basically immediately so there's no way I was going to subject myself to that for 2 weeks. I really didn't appreciate that the team was not apologetic at all and were insisting that I do something that would cause me pain. 2 stars at least because the low level customer service was good and they were responsive.
Response from Upstep Custom OrthoticsSep 3, 2025
Thank you for your feedback. We apologize for the frustrating experience you had with your orthotics and our customer service. Our custom-made orthotics often require an adjustment period, which is why our podiatrists recommend wearing them for two weeks. However, we understand that your pain was immediate and significant. We should have listened more closely to your concerns and found a better solution. We have a return envelope ready for you, and we've issued a full refund as requested. We are sorry we didn't meet your expectations and appreciate you sharing your experience so we can improve.
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Crystal
Sep 1, 2025
Ryan is a keeper
Ryan was very knowledgeable and answered all questions promptly, professionally, and in a way I understood. I asked detailed questions I didn’t think a non-medical professional (if he isnt that is) would be able to answer and he nailed it every time. Thank you Ryan
Response from Upstep Custom OrthoticsSep 4, 2025
We really appreciate you taking the time to leave such a wonderful review. It makes our day to hear that our customer service team was able to help you so effectively. We'll be sure to pass your compliments along to the team!
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GenieBIrd
Sep 1, 2025
Great Customer Service in Chat Box
Great Customer Service in Chat Box MARY was very helpful when I contacted customer service through the chat box on the Upstep website. My order could not be found and it appeared my impression kit was lost in the mailed when I returned it. She is mailing me a new kit! :)
Response from Upstep Custom OrthoticsSep 4, 2025
We really appreciate you taking the time to leave such a wonderful review. It makes our day to hear that our customer service team was able to help you so effectively. We'll be sure to pass your compliments along to the team!
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Tace S.
Sep 1, 2025
Great Service!
I haven’t received my custom orthotics yet, but Customer Service has been fantastic. I so appreciate your inquiries to make sure I’m getting what I need. Can’t wait to get them into my shoes! Excellent service. Thanks so much, Tace Sofia
Response from Upstep Custom OrthoticsSep 4, 2025
We really appreciate you taking the time to leave such a wonderful review. It makes our day to hear that our customer service team was able to help you so effectively. We'll be sure to pass your compliments along to the team!
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James O.
Aug 29, 2025
Kasie is a diamond employee!!
Kasie was extremely helpful and answered all my questions. I had a few questions about different pairs of orthotics and she answered all my questions and helped me make a decision
Response from Upstep Custom OrthoticsSep 4, 2025
We really appreciate you taking the time to leave such a wonderful review. It makes our day to hear that our customer service team was able to help you so effectively. We'll be sure to pass your compliments along to the team!
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ACES
Aug 28, 2025
Surprising Customer Service
I am a repeat customer who had an issue with my last purchase. There is alway a possibility that something you purchase is --just not right! Such is my case . It turns out that Upstep has a long guarantee period! The attention is prompt, courteous, detailed and accommodating. Customer Service must be at the CORE of the company's Mission Statement!
Response from Upstep Custom OrthoticsSep 4, 2025
Thank you so much for your fantastic review! We are absolutely delighted to read your feedback and truly appreciate you taking the time to share your experience, especially as a repeat customer. You've captured the essence of what we strive for perfectly. Providing prompt, courteous, and accommodating customer service is not just a policy. it is at the very core of our mission. It's wonderful to hear that we were able to assist you and exceed your expectations. We're glad we could help resolve the issue with your recent purchase and are so happy to have you as a valued member of the Upstep family.
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Mr. W.
Aug 28, 2025
Very responsive and helpful.
Very responsive and helpful.
Response from Upstep Custom OrthoticsSep 4, 2025
This is great to hear! Thanks for the positive feedback. We're so glad we could help.
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