I was very pleased with the responsiveness to my concern by UpStep. The first set of orthotics they created from my foot molds were the soft type with arch support pads that did not correct my pronati... Voir plus
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From Beginning to End Mary in Customer Service responded Promptly to each Issue, it could not be any better than this. For the Orthotics it might be best to not Advertise them as 'Insoles', becau... Voir plus
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The insoles were NOT custom made to my feet, When I contacted the company for a refund, was argued with by PHil that they have to be made to a standard "wide" shoe in order to fit the standard shoes.... Voir plus
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The entire experience with Upstep has been wonderful! I am eager to recieve them soon. Also, if you get Daisy as a customer service rep, you will be in the most able hands :) Give Daisy a raise!
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À propos de l'entreprise
Écrit par l'entreprise
#1 rated custom orthotics in the US. Upstep specializes in the design and manufacture of custom foot orthotics and foot care solutions. We provide the best custom orthotics available and do so at the most affordable price, in the fastest time, with excellent customer support. Our in-house professional Podiatrist designs each custom orthotic. Our Guarantee: If you’re not in love with your custom orthotics within 180 days, we’ll refund your order - no questions asked!
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4,3
Excellent
4 k avis
A répondu à 97 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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Upstep disappointment My original order(several years ago)…
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.
13 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
We’re very sorry to hear about your recent experience and understand your disappointment, especially after having a positive experience with us in the past. This is not the level of service we strive to provide, and we apologize for the frustration regarding the product, refund process, and communication. Please reach out to us directly at customercare@upstep.com with your order information so we can review your case further and assist you directly.
They are so comfortable
They are so comfortable. My feet thank you! I feel like I'm walking in cushions.
22 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you so much for your wonderful feedback! We’re thrilled to hear your orthotics are so comfortable and that your feet are thanking you. Knowing you feel like you’re walking on cushions is exactly what we love to hear!
Total scam!
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.
22 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
We’re very sorry to hear about your experience and understand your frustration regarding the refund process, communication, and product quality. This is not the level of service we strive to provide. We would appreciate the opportunity to review your concerns further and assist directly. Please reach out to us at customercare@upstep.com with your order information so we can look into this matter for you.
Ryan’s Title: Emperor of Customer Satisfaction!
Ryan responded very quickly to my inquiry, as well as provided a ton of useful information. I very much appreciate the emphasis you’ve obviously placed on customer service and satisfaction. Well done!
Jim
22 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you so much for your thoughtful feedback! We’re thrilled to hear Ryan responded quickly and provided helpful information to assist you. We truly appreciate your kind words about our focus on customer service and satisfaction, and we’re grateful for your support!
Have not got them yet but happy about…
Have not got them yet but happy about Upstep design and support teams getting a perfect set to me soon I’m sure.
22 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you for your kind feedback and patience! We’re so glad to hear you’ve had a positive experience with our design and support teams so far. We truly appreciate your trust in us and look forward to getting your custom orthotics to you soon!
No Refund
It has been more than 18 business days. Still waiting for my refund. They got my money and didn't even make the orthotics.
22 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
We sincerely apologize for the delay and understand your frustration regarding your refund. This is not the experience we want for our customers. Please reach out to us directly at customercare@upstep.com with your order information so we can review the status of your refund and assist you further.
Ryan was very professional
Ryan was very professional, very helpful and placing my order and give me the information on my Custom Orthotics. Excellent employee.
21 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you so much for your kind words! We’re thrilled to hear Ryan was professional, helpful, and able to assist you with your custom orthotics order. We truly appreciate your feedback and will be sure to share your compliments with Ryan!
Product(s) did not work for me
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
21 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
We’re sorry to hear the orthotics did not meet your expectations and understand your frustration regarding both the fit and refund process. Customer satisfaction is very important to us, and we appreciate you taking the time to share your feedback. Please reach out to us directly at customercare@upstep.com with your order information so we can review your concerns further and assist you directly.
They emailed me asking if I like my…
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.
20 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
We sincerely apologize for the confusion and frustration regarding your order updates and communication. This is not the experience we want for our customers. Please reach out to us directly at customercare@upstep.com with your order information so we can look into this for you and provide an update as soon as possible.
They sent the kit right away so we…
They sent the kit right away so we could mold our feet. They kept us informed and after they finished the in soles, they mailed them back and they were perfect!
21 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you so much for your wonderful feedback! We’re thrilled to hear the process was smooth from start to finish and that your insoles turned out perfect. We truly appreciate your support and are so happy we could help!
They are doing a good job
They are doing a good job; since they explained the procedure to me, everything is fine now.
14 février 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you for your feedback! We’re glad to hear our team was able to explain the process clearly and help make everything go smoothly for you. We truly appreciate your support!
Great customer support
Great customer support. They reached out to proactively and lines of communication were clear. Excited for the final product!
16 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you for your kind feedback! We’re so glad to hear you had a great experience with our customer support team and appreciated the proactive communication throughout the process. We’re excited for you to receive your final product as well, and we truly appreciate your support!
It was relatively fast and they seem…
It was relatively fast and theynseem yon do the job. In my case, I would appreciate more arch support in my newer ones. I would recommend more of a discount when ordering additional inserts using the original measurement.
12 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you for your feedback! We’re glad to hear your orthotics seem to be helping and that the process was relatively fast. We also appreciate your suggestions regarding additional arch support and discounts for repeat orders using existing measurements. Customer feedback like yours helps us continue improving both our products and overall experience. If you would like assistance with your current orthotics, please feel free to reach out to us at customercare@upstep.com.
Excellent Customer Service
I was notified by my HSA plan to provide info on my Upstep purchase from a few months back. The original receipt only showed a charge with no description of purchase. I emailed customer care at Upstep with my request half feeling like I wouldn't get a response for a few days. Ryan sent me exactly what I needed in less than an hour. I was pleasantly surprised! Good job Ryan and Upstep!
16 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you so much for your thoughtful feedback! We’re thrilled to hear Ryan was able to quickly provide exactly what you needed for your HSA documentation request. We truly appreciate your kind words and are so glad we could make the process smooth and stress-free for you!
Great customer service
I'm happy to have my Insoles. At one time I thought I wasn't able to wear them. But after a few weeks then up to almost 6 months. I decided. I better keep them they are supportive. Thank you Upstep.
16 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you for sharing your experience! We’re so glad to hear you gave your insoles time to adjust and ultimately found them supportive and beneficial. Your feedback means a lot to us, and we truly appreciate your support. Thank you for choosing Upstep!
Ryan answered my question
Ryan answered my question, was helpful, and didn't put up obstacles and put the customer first. Ryan is what customer should be, and I wish all of my interactions were similar to this one.
16 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you so much for your thoughtful feedback! We’re thrilled to hear Ryan was helpful, answered your questions clearly, and made your experience smooth and customer-focused. Your kind words truly mean a lot, and we’ll be sure to share them with Ryan and the team!
Additional orthotics after initial purchase
In exploring the purchase of additional pairs of orthotics the Customer Service supervisor, Mary, was extremely helpful in guiding me to the best possible price.
12 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you for your kind feedback! We’re so glad to hear Mary was extremely helpful in assisting you with additional orthotics and finding the best possible price. We truly appreciate your support and look forward to continuing to help!
So far, so good!
I have worn prescription orthotics for almost 50 years. Until recently, insurance has paid for them. The last time I tried to get them, my providers said insurance (Medicare) would no longer pay and the estimate was over $850. I decided to roll the dice and try Upstep. The orthotic arrived a couple of weeks ago and I was surprised at how well they seem to be made and how they were almost an exact match to my last prescription set. Since they were such a close match, I used them without the break-in period and I felt no difference, Time will tell about their durability but I am very pleased with the product, so far. When I inquired about getting a second pair, Mary offered me a discount code since I was getting them so soon after my initial purchase. Now, I have a back up pair on the way.
16 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you so much for sharing your experience! We’re honored that you chose to give Upstep a try after so many years of wearing prescription orthotics. It’s wonderful to hear that your new orthotics closely matched your previous pair and felt comfortable right away. We’re also glad Mary was able to assist you with a discount on your second pair. Your feedback and support truly mean a lot to us, and we look forward to continuing to help keep you comfortable!
I am very happy with ustep custom…
I am very happy with ustep custom orthotics.
Mary, Sarah, Steph, and the whole team is very knowledgeable, helpful, replies and answers all my questions quickly. The last orthotic that you just sent me fits perfectly! It is helping my long term chronic pain a lot. I highly recommend your Upstep orthotics company. Thank you!
15 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you so much for your wonderful feedback! We’re thrilled to hear your latest orthotics fit perfectly and are helping with your long-term chronic pain. Mary, Sarah, Steph, and the entire team truly appreciate your kind words and recommendation. We’re grateful for your support and are so happy we could help!
Fast response and great feel of…
Fast response and great feel of positive person and ver respectful feel
14 avril 2026
Avis spontané
Réponse de Upstep Custom Orthotics
Thank you for your kind words! We’re so glad to hear you received a fast response and had a positive, respectful experience with our team. We truly appreciate your support!
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