Upstep Custom OrthoticsReviews of upstep.com

Terrible place to order from;Sent pictures of shoes and after receiving my insoles they tell me they won’t work with my shoes and been trying to get my money back for months Worse customer service I have ever encountered

Terrible customer service. It’s been a month and I still haven’t received my order due to “high demand”. No one has responded yet to my emails. Still waiting for a response and my order. Absolutely ridiculous!

DO NOT COME HERE They always wear out just outside of the warranty and I had to submit multiple customer service requests to hear anything back. You would be better off spending the $500 at a real foot doctor!!!!!!

June 1 update on this: Despite Upstep's response below, they have done nothing towards issuing my long-overdue refund. This is their pattern: Niceties in the review chat and absolute silence in terms of actual customer service. I have since filed a formal complaint with the BBB, but do not expect to ever see the ~$300 they owe me, which in today's environment matters. Do NOT do business with this company--just go to a podiatrist. I wonder what they'll promise next in their next response to my complaint. Scroll down for my original message. Long story short, the orthotics were bad and I still have no refund. Now past the promised 18 day timeframe. No one is there to answer the phone. Email takes a day to respond. Really not a great experience, and a waste of money. I gave them $370 on February 2 and as of April 8 have nothing to show for it. The original pair did not fit my feet properly. It's almost as if they used someone else's molds. I asked for a refund that day and they asked to remake them and warned about the restocking fee. I agreed to have them remade. As of today, April 8, I have not received them. I contacted them via email and they sent me a USPS link showing the delivery had been made. It showed the orthotics arriving in Wisconsin (I'm in Virginia). When I pointed this out, they responded (two days later) that they had a new link showing delivery, but that was for the initial pair. When I pointed that out, they responded (one day later) that they hadn't actually remade mine yet, and they asked me to look at how my feet touch the ground and send them a description so they could make them properly. At this point I have lost all confidence and want my nearly $400 back. When you call customer service you get an instant message saying they're busy, and asking you to leave a message with your email. Then nothing happens.

The insoles were NOT custom made to my feet, When I contacted the company for a refund, was argued with by PHil that they have to be made to a standard "wide" shoe in order to fit the standard shoes. I feel it should be as advertised, to my FOOT imprint, the reason for the foam molds, etc. I received email from Mary that a return label would arrive in 2 days, nothing. No replies to 2 emails so far. Don't waste your money unless you have a standard width foot and even then, they did not address my foot's supination where I need the outer side built up. Insoles are floppy, not great material either. I feel I was taken, and now no response. If I could give less than 1 star, I would.

I placed an order for four pairs of orthotics on January 5, 2026. Instead, I received only one pair, labeled as a ‘trial.’ I did not agree to a trial-only shipment, and I specifically ordered multiple pairs for daily use. Over the past four months, I’ve contacted customer service multiple times to resolve the issue. Despite this, I still have not received the remaining pairs, and responses have included inconsistent explanations and, at times, suggestions that the issue was on my end. As of May 11, 2026, this remains unresolved. Based on my experience, I cannot recommend this company due to order fulfillment issues and lack of effective customer support. If I could Rate any lower, trust me I would!! Their Customer Support and Service is Ridiculously Poor, Ineffective, and Useless!

Do not I repeat do NOT use this company. They don’t follow requests, their insoles are junk and then they want to charge you more to remake what they screwed up! Biggest nightmare and waist of money ever!

THIS IS OUTRAGEOUS!!!!! Once we receive them, please allow up to 18 business days for the refund to be processed. You will be notified by email once it has been completed. Please be advised that a 30% restocking fee will be deducted from your refund.