Upstep Custom OrthoticsReviews of upstep.com

great idea. Did not follow doctor's prescription. Unclear if refund will be issued

Your process description is deceptive; the first explanation leaves out all the hoops you have to jump through, pictures of all shoes,side and overhead plus inserts and shoe tag! Still not done! Scan each foot AND have the scan process filmed. None of these steps are described plus you get emails to Let’s take two minutes to complete your orders. Ryan saved the day. Only Ryan.

My husband & I have both worn orthotics for years. We knee in the first day this beand would be fine. I’ve been trying to order a 2nd pair for him because he requires different shoes for his job (it’s a sterile environment) & can’t change the orthotics in & out all the time but you are demanding we wait 3 weeks. I’m paying for them & shouldn’t have to wait if we already know.

Still trying to break them in... not very comfortable compared to orthodontics I get from my podiatrist

They emailed me asking if I like my inserts. What inserts? I’ve emailed them 2-3 times asking when I can expect them to be shipped.

I guess I expected something totally different than what I had already had made locally, these orthotics took 48 days to make it to my door. I guess I expected better quality and much better communication. And then I find out that they're apparently sent to Israel and then back to the United States. The New Jersey address is just a shipping office. And as many emails that I have received of sales advertising for purchase of 2nd and 3rd pairs sent out, i still hadn't received the FIRST pair.I have gotten 0 response to the 3 emails sent to them. They Brag about fastest shipping and great customer services, and those fall well below 1 🌟

Well...it pays to write a review (as others have done) that you have not been paid. I just received a msg that I would be refunded. (Thank you Upstep) Like many others here I was waiting for a refund. I have all my emails to document failure to refund. I like others were told it was going to happen and nothing has. I was going to contact my states dept. of consumer fraud next week. I am giving them the weekend and then going forward. Well they came through so I have received my refund and this can be put to bed.

Initially service was excellent. I received very prompt emails regarding my fit, shoes, feet. On 8/27 my mold kit arrived faster than expected. 8/28 I used kit finding no prepaid label enclosed, so I called to confirm your mailing address, leaving a message for a callback. 9:00 AM CST 8/29 a rep returned my call telling me she would email me a return label. At 11:00 AM I called again, was told label was being processed by Logistics. No email label was ever received. I texted 8/29 to obtain shipping address. Daisy replied "use the post paid label" noting 2 mailing addresses. Sent another text asking specifically for 'shipping address'. Daisy replied with specific address in NV, also telling me to use the post-paid label. This is crazy. I am mailing it back on my own because UpStep did not do what it told me it would do. I am very upset. Your customer service reps apparently do not read entire messages before replying. I worked in CS for 15 years at a national corporation and when I made a mistake, I found a way to deliver beyond expectations. UpStep does not do that at all so far.