Upstep Custom OrthoticsReviews of upstep.com

Response from Upstep Custom OrthoticsJun 10, 2026

We're sorry to hear that you're frustrated with your experience. We understand how disappointing it can be when an order ships after a cancellation request has been submitted. Because your orthotics are custom-made, there are times when production has already progressed beyond the point where a cancellation can be processed. In those cases, the order must be completed and shipped, and any applicable refund is handled once the product is returned according to our policy. We apologize for the frustration this situation has caused and appreciate your feedback. Our team remains available to assist you with the return process and answer any questions you may have.

Response from Upstep Custom OrthoticsJun 10, 2026

We're sorry to hear that you were dissatisfied with your experience and that your orthotics did not provide the comfort you were hoping for. While custom orthotics can require an adjustment period and may not work the same way for every individual, we understand how frustrating it is when they do not meet your expectations. We also apologize if our communications or refund process left you feeling unheard. Regarding refunds, our return policy includes a partial refund after the return of the orthotics and associated materials. We understand that you may disagree with this policy, but it is applied consistently to all eligible returns. We appreciate your feedback, as it helps us identify areas where we can improve both our products and customer experience.

Response from Upstep Custom OrthoticsJun 8, 2026

We're sorry to hear that your experience did not meet your expectations. We appreciate that our team was able to promptly provide a replacement pair, but we understand your frustration that the issue was not resolved. We also apologize for any delays in communication regarding your refund request. Please contact us directly with your order information so we can review the status of your case and assist further.

Response from Upstep Custom OrthoticsJun 4, 2026

We’re very sorry to hear about your experience and understand your frustration. Delays with refund requests are never our intention, and we sincerely apologize for the lack of communication. Please contact us directly with your order information so we can review your case, provide an update, and work toward a resolution as quickly as possible.

Response from Upstep Custom OrthoticsJun 4, 2026

We sincerely apologize for the frustration and disappointment this delay has caused. We understand your concerns, and this is not the experience we want for our customers. Thank you for providing your order number. We will review your case with our team and work to provide an update regarding your refund as soon as possible.

Response from Upstep Custom OrthoticsJun 1, 2026

Thank you for sharing your feedback. We're sorry to hear that your orthotics have not provided the comfort and relief you were hoping for. We understand how frustrating ongoing foot pain can be, and we regret that your experience did not meet your expectations. Our team strives to support customers throughout the adjustment period and work toward the best possible outcome. We appreciate your comments regarding both the product and our policies, as customer feedback helps us continue to improve.

Response from Upstep Custom OrthoticsMay 28, 2026

We’re very sorry to hear about your experience. Our orthotics are custom-made based on the impressions submitted, but we understand that adjustment and fit can vary, especially for long-term orthotic users with high arches. We never want our customers to experience pain, and we would appreciate the opportunity to review your case further. Please reach back out to our support team so we can reassess the fit and work toward a resolution.

Response from Upstep Custom OrthoticsMay 28, 2026

We’re sorry to hear about the frustration with the review process, especially while dealing with foot pain. We truly appreciate your patience and understand how important it is to get your orthotics as quickly as possible. Our team is working to complete your review and move your order forward as soon as we can.