Gail C.
I was very upset with the size of the inserts!
I was very upset with the delivery of my inserts. They were 3/4 the full size. There is nowhere on the website that tells customers about 1/2 an insert. I have seen no pictures of the 3/4 inserts. All the pictures show full size inserts. They are VERY expensive! The service rep that helped me was very respectful and listen to my concerns and complaints. I decided to get a full refund.
Response from Upstep Custom OrthoticsJan 11, 2024
I understand your frustration with the initial delivery of your inserts, and I sincerely apologize for the inconvenience and disappointment it caused. It's definitely not the experience we want our customers to have, especially considering the investment involved. I can assure you that the standard and intended size for our inserts is full length. There are indeed some cases where 3/4 inserts are offered for specific medical reasons or footwear compatibility, but this should be clearly communicated to the customer beforehand. The lack of information readily available on our website about this is a valid point, and I'm glad you brought it to our attention. We're reviewing our website content and communication channels to ensure complete transparency about all product variations and their specific uses.