Upstep Custom OrthoticsReviews of upstep.com

The process to receive the insoles took over a month. Once I received them, I followed the instructions to slowly wear them. I increased the amount of time daily. However, they continued to make my left foot sore. This was a new pain as I got them hoping to improve my back pain. I asked to return them and it took almost a week to get the return shipping label and I was told they would keep 30% due to their costs. Fine, but then they said it would be up to 18 business days after they received the return before I would get my refund. 19 days later, no refund so I sent them a email follow up. The response? We'll get back to you in 2 to 5 business days. This is a racket to hold your money as long as possible and hope you give up. Buyer beware. Update. I never received a response again. I had to file a dispute with my credit card. This is not the actions of a trustworthy company.

Horrible experience for me. I took a fall years ago and did significant damage to both feet and have been wearing locally made orthotics that have been excellent but they are very expensive at about $400 each pair. I saw Upstep on FB and the price was significantly less so I thought I would try them. I made a mistake and ordered 3 pairs because of the price incentive for multiple pairs. The first pair made my feet hurt and they sent me another pair which were an improvement but not as good as my locally made pair. I asked if they could make my additional pair out of a material that would offer more support like my locally made ones do. The response I got was they wanted me to send back the 2 pairs and would refund my money since they believed that I would never be satisfied with their products. Their choice to no longer have me as a customer. I sent back the two pairs over a month ago and I still have not received any refunds. I am SO sorry I purchased from this company!

They do not have a live person to talk to when calling. Always in callback mode. Too slow on callbacks. It appears that they are too small of an operation. Refunds take too long.

My original order(several years ago) experience was great - I was sent the impression kit, which I used and shipped back to them. They sent me back beautiful custom orthotics that were very comfortable. Fast forward to my recent experience, which is horrible: I wasn’t sent an impression kit, I was sent ‘orthotics’ which were very similar to what you see in a Drug Store, but for 10 times the cost. I returned them - charged a 30% fee. I have not received my refund yet. Ryan from customer service was more combative than helpful. Still waiting for my refund (less 30% and $17 shipping) I am now a happy Bilt customer.

Total scam! 1. When you try to return the orthotics, they try charging you a 30% restocking fee even though they have a 180 day money back guarantee. 2. Even after you send it back, they tell you it takes 18 days to process the return, afterwards when you follow up, they tell you it will take them another 2-5 business days to hear back from their credit team..which never happens and then they stop responding. 3. The typical timeline a credit card allows you to dispute a charge is 118 days. Since it takes 1-2 months for them to process your order after the transactions date, and then try it 2 - 6 months as per their guarantee policy, the cc company will no longer allow a dispute on that charge To make the story short, if ur unhappy after trying out their product, they will charge u a 30% restocking fee and then not even refund u. And ontop of that, you cant dispute the charges with your credit card company bc its past the time period. Stay away from upstep. The quality of their orthotics were terrible as well.

It has been more than 18 business days. Still waiting for my refund. They got my money and didn't even make the orthotics.

Product(s) did not work for me, feet aching by noon. The arch support is minimal and the heel cups sloppy in both the On My Feel All Day, and Normal Every Day Activity. My over-the-counter PCS Sole(s) are way better. The 180 day money back guarantee is false advertising. There is a 30% restocking fee clause that's buried deep in the TERMS AND CONDITIONS. Deceptive marketing

Negative reviews are not published on their website that itself tells they have issues with the product. Ordered in 2025 using my FSA funds, never got an impression kit. They kept sending some random persons orthotics that are will not fit me. The most recent one was made using half kid and half adult measurements, total weird shape. Customer care doesn’t understand how FSA works in United States, they want to process refunds back to an expired FSA card that is no longer usable. Every response insists on sending their defective insoles back rather than focusing on issuing refund via check or send impression kit to manufacturer orthotics properly. Reply says to contact Customer service for resolution but the fact is I have been in contact with customer support since Nov 2025 and they are not willing to solve. They are asking my complete bank account details (literally everything) for an international transactions. Why I would I expose my self to Hackers?