Upstep Custom OrthoticsReviews of upstep.com

very helpful

Failed to ship my order correctly. And it’s taking weeks for them to correct my order. And nobody escalate to other than text messages not the greatest customer service company.

Upstep’s Customer Service has been outstanding in responding to some issues I had with my orthotics. They committed upfront to make a new orthotic and had the design team contact me about how they would address issues I was having with specific pressure points. They’ve been very active in interacting with me throughout the process.

I have had two foot surgeries so I have had to wear orthotics for a while and have used different orthotic companies over the years. I tried Upstep and am happy with their customer service. However, my past orthotics have taken into account my Neuroma on my left foot, so the orthotic was modified for this issue. The orthotic from Upstep didn't take this into account, so I am disappointed. I hope that the orthotics work out and provide the support that I need.

I had a great experience with Upstep issue resolution. I’ve never worked with a representative who was as conscientious and helpful as Daisy. Because of her patience, wealth of knowledge, and determination, my issue was resolved beyond my expectations. She seemed as much a technician as a customer care person. A great company to have people like her ensuring customer satisfaction.

Feels just as bad as the now defunct Smile Direct Club but for feet. My initial confidence in Upstep was quickly killed by its own doing. I did the impressions for running and provided them all the information they needed but their inserts started giving me blisters really bad. Initially it seemed like it would be an easy process to get them redone. Yet I was requested to take pictures of the bottom of my feet while putting my full weight because the impressions according to their employee aren't always accurate. I refused and questioned why they are not pairing up with companies that can offer free digital scans to provide accurate data. In response to my refusal to provide the feet pics I was told in part "[a]s part of our commitment to ensuring the perfect fit, we ask for photos of your shoes when you place an order..." They had photos of my shoes, and they don't make me feel like they are truly committed or they would rely on better information than requesting amateur photos of people's issues. The disconnect is unreal here. I was very hopeful that this was going to be a good experience but it has only caused more pain than if I never bothered to deal with this company. I simply do not trust that me sending a photo is going to provide accurate information on what my actual needs are, I understand that the shoe information is helpful but their claim that it is absolutely necessary feels dramatic and untrue, if it is so committed to providing such good services it should have information on the shoes that can be provided by simply stating a brand and model. I don't appreciate when a company claims to be number one and provides a sloppy service which is 100% what this feels like as of now. ... Stil silent on why you are not using better methods of collecting data. You are a lot of talk but it has been a horrendous experience.

Daisy was great at providing answers to my questions!

I have a particular issue with right foot and Mary was able to address is asap and also made detail on how to show tech when the casting is made. Wonderful and fast help. Thank you