Upstep Custom OrthoticsReviews of upstep.com

I ordered a pair of their custom orthotics, sending pics of my feet and prior orthotics for reference along with a description of the needs I had. The first pair was lost in the mail so it took another 3 weeks until I received my initial pair. Upon receiving them, I immediately noticed they had not provided the needed customization I requested and after wearing them a few days my feet were experience intense pain. I reached out to them and they insisted that they had to be worn for the full break-in period to honor the guarantee. After wearing them for the 3 weeks, my one foot was in extreme pain, so much I had to miss work. They finally honored the guarantee and produced another pair, but these still did not have all the elements for customization I requested. I submitted a return request, have sent them back and received confirmation they received both pair of orthotics. But now, I keep being told my refund will be issued soon. First, it was 18 days, then I was told Finance would reach out in 2 to 5 days. Still waiting for my refund....

The person I was dealing with was very nice and concerned about the issue.

Great service!! And Ryan was a consummate professional in helping get my wife’s orthotics done.

Mary was very nice and easy to talk to however, I think that the refund process is a little tedious and a lot of waiting

The communication is terrible. Every chance I have had a let them know that I had a half inch leg discrepancy and that is what these are for now they’re telling me that if I insist on a half inch level of so that my hips will be level that they will no and void the warranty if these are designed specifically as they are ordered, I really don’t understand why they can’t adjust the left leg so that the rise in the right leg is a half inch more than the rise in the left leg and I don’t know why they didn’t tell me they couldn’t do that to beginning. I’m extremely disappointed. This has been really frustrating for me from the very beginning that I found out I had a half inch leg discrepancy. No one in the medical field has been helpful to me at all. That’s why I turned to uplift obviously they aren’t as talented as they say, and cannot design orthotics, especially to the person’s needs. I appreciate your response however I have numerous texts on the subject as well as I communicated at the very beginning that I had the half inch leg discrepancy and if they could not accommodate it, just let me know then and we wouldn’t go any farther if you want to discuss this issue any further, you can call me! Order number UP-200213726

I have a problem with my left foot and Mary was helpful in getting the design team to redo my impression

The product is excellent. Quality is apparent. I have a set of inserts made by my podiatrist which cost around $450. Upstarts are every bit is good. I made a few mistakes ordering and created some confusion for myself. The customer service team was beyond helpful. They went way out of their way to make sure that everything was right and I was satisfied. I am not one to give praise lightly. But this customer service team was among the best I've dealt with. Very, very satisfied. Everything about the company appears first rate.

Mary was very helpful and quick service