Upstep Custom OrthoticsReviews of upstep.com

Poor website, I could not edit the shoe size or order from the page with the photo of the item... it kept only giving me the option of taking a quiz, i.e. there wasn't an "add to cart". I tried this several times closing the browser and coming back.

It was difficult to know if I placed my order correctly and you cannot talk with customer service. You get a message to leave a message and they will call you back. They did however feel free to take my money immediately!

All I did was order, I can not give any positive feedback til I actually have the insoles in my shoes and wear them for a couple weeks.

I’ll update this review once they process my refund. Similar to what other reviews have mentioned, I waited a while to get my first pair of custom insoles and I understand as I had to ship them back the mold. They tried to provide relief, and it didn’t work as intended after some remakes to the point they offered a refund. They asked me to ship back the orthotics which I did and it was delivered to them July 3rd. Their refund time is supposedly 7-10 business days and they asked me to send my bank information to wire back the money which I did on July 6th. Their website on the support page states the following, “ Not to worry, our satisfaction-guaranteed policy means you can either request a redo or get a full refund, no questions asked and no supporting proof required.” It has been 10 business days and I’m still waiting. Have I been scammed? We’ll see. And if anyone reading this doesn’t see the one star on the review change, it speaks volumes of the ethics of this company. Update: I emailed and a supervisor replied to me on July 18th, that it should be within a few days. I emailed on July 21st for an update and I was told my refund should be either tomorrow (today technically, July 24th) or in a few days. I do hope I get the refund this week because this wait time has been ridiculously lengthy Final Update: On July 26th, I was asked to review a wire template to confirm all details are correct and I replied to them the same day (it was correct). Later on the 26th, I was told the confirmation will be given to the finance department. On the 27th, the refund was given. Final thoughts: They tried helping me, but I couldn’t achieve the relief I wanted. Based on the brand and reputation, it isn’t the worst idea to give them a shot for orthotics. But at the same time, the refund process took over a month for me. So if you don’t mind risking it, go ahead. Otherwise, I recommend saving up money to get medical attention in person. I changed my initial one star review to a three star review, as the refund was processed.

Now being told that I will have to wait 2 months from the time that I placed my order. Also keep getting offers to buy more insoles at a reduced price whichni feel is a bait and switch offer

Communication is not very quick working with this company. Product has also been delayed going on 2 months now.

Is anyone else experiencing longer than stated delays in their orders ? I was told 23 business days and I’m currently on day 34. Also, is the product worth the time waiting (and pain I’m still in which was the reason I had ordered these to begin with) or should I ask for a refund ?

Basic purchase process was OK until you offered second pair for $99. I accepted and then was presented with an entirely new questionnaire as if I was a new customer. Dutifully started to fill it out and got a message that I had to go back to check out since amount had changed. Basically putting me into an endless “do loop” with the added insult of being showing the price for two orders and no discount. I bailed out and found a confirming email for one pair so gave up on the special $99 deal.