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 102 reviews with 3 stars · Clear filters

Alan W.
Nov 4, 2023
Far too agressive sales and marketing
Far too agressive sales and marketing
Response from Upstep Custom OrthoticsNov 6, 2023
We're sorry to hear that you've had an unpleasant experience with our sales and marketing efforts. Our intention is to provide valuable information and solutions to our customers without being overly aggressive. Your feedback is essential in helping us improve our approach, and we'll take your comments into consideration to provide a better experience for our customers in the future.
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Christine V.
Oct 20, 2023
Quick and easy
Quick and easy. But sizing difficult: I have women's 11 (EU 43) and was not sure if this came through, as women's standard sizing only went to 10.
Response from Upstep Custom OrthoticsOct 24, 2023
Hi Christina. One of our customer care agents will reach out to you today. Thank you for choosing Upstep!
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DD
Oct 17, 2023
The website is a little confusing
The website is a little confusing the way it walks you through the quiz. It lead me toward what it called a plantar fascitis custom orthodic but also a multi-sport orthodic and I wasn't sure if it were one in the same or there was something slightly different between the two. I ordered the plantar fascitis custom orthodic and then at checkout ordered a second pair and it called the second pair a multi sport orthotic so I thought I was getting two different orthodics instead of 2 pair of the same. Had to email customer support for clarification. Seems they are the same but the different naming was confusing me.
Response from Upstep Custom OrthoticsOct 17, 2023
Thank you for sharing your feedback with us. We appreciate your input, and I apologize for any confusion you experienced while navigating our website. Your insight is valuable to us, and we will certainly review the naming and presentation of our orthotic options to ensure a more straightforward and user-friendly experience for our customers. I'm glad you reached out to our customer support team for clarification, and I hope we were able to assist you promptly. Your satisfaction is our priority, and we are continuously working to improve your experience with us. If you have any more questions or if there's anything else we can do to assist you, please feel free to reach out. We're here to help. Thank you for choosing Upstep, and we look forward to providing you with orthotics that meet your specific needs.
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Chris
Oct 7, 2023
Didn’t like that they have went way up…
Didn’t like that they have went way up on their prices since last year. Hopefully it won’t take 2 months to get my order this time.
Response from Upstep Custom OrthoticsOct 11, 2023
Thank you for sharing your feedback with us. We genuinely appreciate your perspective and value your input. We understand that price changes can be concerning, and we sincerely apologize for any inconvenience this may have caused. Our pricing adjustments are often driven by factors beyond our control, such as rising production costs and inflation. However, we continuously strive to provide the best value for our customers and ensure our products' quality remains exceptional. We welcome you back to Upstep!
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C P.
Oct 2, 2023
I tried to order one pair, order shows two pair
Update: I got a message saying that the refund was done. Original post: I tried to order one pair and somehow the order went to two pairs!!!
Response from Upstep Custom OrthoticsOct 4, 2023
We apologize for the frustration you experienced while using our website, and we sincerely appreciate your feedback. We understand how important a seamless online experience is, and we're committed to addressing the issue you encountered. Our technical team has been alerted to the problem you mentioned, and they are actively working on resolving it to improve the overall website experience. Your feedback is invaluable in helping us identify and rectify any issues that may arise. We want to assure you that your satisfaction is of the utmost importance to us, and we are dedicated to providing a better experience in the future. If you have any additional details about the problem you encountered or if you have any further concerns, please feel free to reach out to our customer support team at [customer support email or phone number]. They will be more than happy to assist you personally. Once again, we apologize for any inconvenience you may have experienced and thank you for bringing this to our attention. We look forward to serving you better in the future.
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Jenni H.
Sep 27, 2023
Could not upload pictures
I could not upload the pictures of my old orthodics. The description in the box said I should be able to. Otherwise, ordering seemed fine
Response from Upstep Custom OrthoticsSep 28, 2023
Hi Jenni!! After researching, we see you emailed your photos to Talia! Thank you so much for utilizing our customer care email and speaking directly to a customer care team member! We are here every step of the way- the Upstep way!
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customer
Sep 27, 2023
I did not have sufficient time to…
I did not have sufficient time to upload my photos.
Response from Upstep Custom OrthoticsSep 28, 2023
Thank you for emailing your photos to our Customer Service Rep Shahar. He has already added them to your profile! We are looking forward to crafting your new orthotics!
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Chris J.
Sep 25, 2023
These don't work in boots that don't have a removable insole
Four stars for customer service, two stars for orthotics that didn't fit in my Nick's boots, so three star average. First pair had what felt like a pencil running across the arch support where the heel and arch meet but the arch support pushed my foot up so much that they made my boots fit much too tight. Second pair corrected the pencil issue and the orthopedist communicated via email (they are responsive) that he reduced the overall height and used different material to reduce thickness (they didn't have as much foam) but they were still too tight. First pair, unwearable...second pair wearable but extremely uncomfortable. Seeing as I bought these for comfort and support but if they're uncomfortable and don't fit in my boots, there's no benefit for owning them, especially for the not inconsiderable expense/price point. For the TL;dr crowd, these don't appear suited for duty boots that don't have a removable insole; my Nick's have a simple 3-4mm slab of vegetable tanned leather as the insole. Refund is pending per rep Mary.
Response from Upstep Custom OrthoticsSep 26, 2023
Hi there, we are so sorry to hear the orthotics did not work out for your particular boot style. Thank you very much for trying with the option for a remake! We appreciate that! Each and every pair is custom per individual and we really wish they worked out for you. We wish you all the best!
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