Jonathan G.
Not Real Orthotics
Per my podiatrist these products are not actual orthotics made to fit someone's foot but a generic base with a generic arch, with a custom liner on top. The finished product is very uncomfortable. If you don't take action during your return window, customer service will basically tell you to kick rocks. I just had a lovely conversation with them where they accused me of threatening them merely because I mentioned reviews. The reviews are earned whether they're polite or not, but in this case they were obnoxious and unnecessarily standoffish which will eventually crash their business. I won't go as far as to call this a scam, but it's certainly not a genuine orthotic unless you like foot pain.
Response from Upstep Custom OrthoticsOct 22, 2026
Hi Jonathan, it is to my knowledge that you requested a refund approximately a year since your orthotics arrived to you, when our warranty period is 6 months. With this in mind, we were unable to offer you a refund because of this. During your conversation with us, you stated that if we did not issue you a refund, that we can "expect a whirlwind of feedback across multiple platforms". I can assure you, all orthotics we manufacture and sell to our customers are 100% custom-made, which is why we ask for impressions or scans of your feet so that we can base your orthotics entirely around the shape of your foot. I do apologise that you have not got on well with your orthotics, and if you had let us know within the 6-month period, we would have been more than happy to either remake or refund your orthotics.