Upstep Custom OrthoticsReviews of upstep.com

I feel rather conflicted about my experience with upstep. I had seen plenty of ads on social media and finally took the plunge. The impression kit came quickly, and got sent back with no issues. I happily awaited the 18 business day turn around that they claim on their website. This all took place in late September. I would not end up actually receiving the product until the end of December. Far cry from the 18 day turn around they claimed on their website. To me this is the unethical marketing red flag number one. It seems as they have had product delays for much of the year and will never directly communicate that they are having delays unless they get pressed about it and comments or if you contact them directly. I reached out on a few occasions and was told a variety of excuses from, "we have had a delay in parts and components we need to make the orthotics" up to "we have had an influx of holiday orders that is delaying shipping." As someone that ordered in September, the holiday season doesn't really fly for an excuse for me. Onto unethical marketing red flag number two. This is one of those companies that runs the never-ending sale. In the eight or so months I have been following this company from being a prospective customer to being an actual one, I've never seen the product listed for full MSRP ($420). About once a month they will change whatever the current sale is whether it be for Labor Day, Halloween, Christmas, New Year's, etc. I don't think anyone has actually bought this product for the full price and if they did I truly feel sorry for them. It's just a deceptive and nasty marketing plot and one that's actually been deemed illegal by the FTC for some other brands and products that have done the same. They may want to tread lightly on using this tactic for years and years or else it might come back to bite them. So what's the silver lining? The product itself is actually pretty good. They do truly feel custom-made to my feet and have made a positive difference for me. I will also say the few times I reached out to their customer support. I received polite replies in a timely fashion. I don't blame or fault the people and the trenches selling and supporting this product, but I will blame whoever is making the calls to be dishonest about your pricing and your turn around times. I was fortunate that I just wanted something more supportive for my feet and didn't mind having to wait that long. If you're truly in a position where your feet hurt every day and you're looking for relief, be mindful that you're going to have to wait several months to achieve it if you're experience. Is anything like mine.

Really irritating that after you buy and pay that Upstep demands pictures of your shoes and inserts. I just ordered new running shoes, so I could only download a picture from Nike’s website. And no option to skip. Really should better design this.

I’m asking for a delivery date, the reply stated the standard mfg date is 24 business days then said deliveries are running late???? So what does that mean Will deliver now be 30 days 60 90 days?

Dislike that I cannot view my order. Dislike that when I sent a question, there is no confirmation that my question was sent to Upstep. Dislike that there is no way to login, but you have to click a link to have an email sent to you to get a new link. Last time I had a similar experience, it was a scam website, so now I'm getting suspicious.

After I tried to buy, it wanted to offer me a second pair for $109. I said sure. I filled out *all* the info, and then at the "anything else" box it wouldn't go through. I had already given my fingerprint for payment, so it wasn't clear if I'd been charged or not. This confusing cycle of trying and failing to give y'all an extra $109 failed and so I just got the one pair, but it was frustrating and wasted a lot of time. (Also it's not clear how the "all day" versus "everyday" are built. Is one plastic and one rubber? Is one thicker? What's the difference? Can't find that info.)

I ordered 2 pairs of orthotics from Upstep on Labor Day weekend (9/3/2022) and they didn't arrive until the second week of November. The website promises a faster turnaround time, but that isn't the case, and that's really not great when you're dealing with foot pain. During that 8 week period, I barely received any communication around where my order was in the process, and even though I have an account on the website, I wasn't able to view anything that told me where we were. Randomly, one day in mid-late October, I got an email from customer service saying they were running behind due to a materials shortage, but they would give me a free foot cream to make up for it. A free foot cream is not going to help my foot pain, sorry. I said that to the CSR and she said "Well I'm sorry you feel that way," which is just plain rude. Found out when I got my insoles that they ship from Israel, which is probably why it took an eternity for them to get to me here in the US. Surprised that, even though they're marketing to a US audience, they don't have a warehouse here. In retrospect I should have just paid the additional $500 to go to my podiatrist to get my insoles sooner. Won't be ordering from Upstep again.

I ordered and received orthotics from Upstep in 2020. I tried to order in early September 2022 and again yesterday. I got charged in September but they had no record of my order. Again yesterday I got charged but they are saying they have no order for me since 2020. I have disputed the charges from September and forwarded the order # from yesterday to them. I like their orthotics but their ordering system seems to have issues.

I ordered two pairs of the same inserts. One pair does not match my feet at all and made the problem worse. The other pair hasn’t helped much. Very different from the first time I ordered.