Upstep Custom OrthoticsReviews of upstep.com

The order to too long to process, and I was very disappointed. My daughter was disappointed in the quality of the UPS steps. We ended up returning them for a full refund as they did not fit in her running shoes, and they started falling apart almost immediately.

I paid a lot of money for two pairs of Upstep orthotics. The upfront customer service is encouraging. However, will I ever get them delivered? I ordered them on 3/14, mailed my impression kit within 3 days, and now it's 5/2. The ETA started as 4/22, moved to 4/28, and now it's 5/3. It keeps moving further back. Don't expect your order to be completed anytime soon. I sure hope I like them when they finally do get delivered. After this initial complaint via Trust Pioit and a few direct emails, Upstep appeared to expedite delivery. I don't have any complaints about the product or the packaging. I was excited to open the box and explore the contents. I truly felt like I had done something nice for my feet. I wondered what the "break-in' period meant. At first, I thought maybe the orthotics needed to be broken in. No, it's your feet! They are like putting speed bumps in your shoes, and I couldn't wear them for ten minutes at a time. Ultimately, I cannot believe in breaking my feet in. I don't want more pain. I don't want less natural shock absorption. I have since bought a pair of Asics Gel Nimbus 25 running shoes. It was all I needed. It is fair to say that I didn't understand what an orthotic meant to accomplish. They may work wonderfully for you, but they weren't for me. I believe that most people don't need orthotics. Be careful of drinking the cool-aid. The return process is simple, and rest assured, you can get your money back. Send Upstep an email, and they will offer to make new orthotics. Decline, and they will send you a shipping label. My returned package was in the postal system on June 17th. On July 5th, I sent Upstep an email asking how much longer will it take to receive a refund. As a result of my email, they credited my account the same day. In summary, Upstep faces up well in the sales experience, and their product appears nicely made. I experienced an unreasonably long time to deliver their product and had to lightly badger them to process a refund.

The product is fine. The service was lacking. It took two months to receive my order with little communication from them. When I tried to track my order I got an "order not found message". I reached out to them and was given a new order number. From an environmental standpoint they could do better as well. I ordered two pair. They sent the foot molding kits separately, each in cardboard boxes wrapped in unnecessary plastic with return plastic bags. The final product was shipped in one box, no plastic.

Very slow production time. The main problem is that they were not upfront that it would take 3 months to make an orthodict.

Too slow to manufacture. Lack of updates on progress. I re-ordered. Not a new customer. It has been 2 months and still no insoles.

No matter the time, your customer support lines are always busy, there is not follow up to the orders which are experiencing a very long delay. I had to call many times during a whole week and when finally somebody pick up the phone I realized my order had not been checked yet, I’ve been waiting for my orthotics for almost 2 months. It seems the work order was escalated already and finally somebody is taking care of it.

I ordered one pair and then was inundated with marketing emails which prompted me to try three pairs (or four, hard to keep track). The flood of marketing mails are making it hard to find the original order in my email....and then when they arrived the hiking/fitness inserts were so huge that they actually gave me back and knee pain trying to wear them in. So I'm returning them in exchange for a "on my feet all day" or a normal everyday version....I can't tell what the difference is. It's a bit confusing on the site. The on my feet all day full pair that I have are the most comfortable of all, still taking quite a bit of time getting used to them, they seem more intense than my previous insoles, and I'm wondering what changed? I've worn insoles most of my life and these feel bigger and take much more adjustment time. I'm wondering if it's a different materials or something in the molding process. Not sure.

I'm feeling very dissatisfied with Upstep. My order keeps getting pushed back (for the third time) and I have zero confidence that when I get it, it will be correct since there was a lot of confusion around my order. Hopefully I will be pleasantly surprised when it arrives.