Great
3,671 reviews
Upstep Custom Orthotics#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!
Upstep Custom Orthotics (upstep.com) has 3,671 customer reviews on Consumer Courier, with an average rating of 4.2 out of 5.
Showing 555 reviews with 1 star · Clear filters
Shaun
Posted
It’s March 10th and I’m still waiting for the product
Response from Upstep Custom Orthotics· Mar 14, 2023
Hello Shaun, your new orthotics have shipped! Your tracking is available! Please contact [email protected] thank you for choosing Upstep for your custom orthotic needs!
Scott P.
Posted
Promises, promises, promises. Several excuses offered, but other a commitment that my order would ship in the next ten day, no specifics. I received a similar commitment that my order would ship by March 2 in February. This company has no credibility with me.
Response from Upstep Custom Orthotics· Mar 14, 2023
We are sorry you feel that way. Of course, this is something we do not want to hear because of a small delay. We are confident you will love your new orthotics and will feel they were worth the short wait. We cannot wait for you to experience why our orthotics are in such high demand! The good news is, we will have your impression on file for 5 years making reordering very quick and easy!
JV
Posted
I ordered from them at the beginning of February. They didn’t tell me that they were having production delays and they told me that I would get my product beginning of March. OK this was the surprise, but I understood. Now in March i asked when are they coming they said it normally takes much longer then originally promised the second time and I would probably have to wait about another month or more. They have never communicated to me these delays. When I contact the representatives they keep changing their story. I don’t know if I’m ever going to get my product. I assume they are sitting on ten of thousands of dollar of orders and they are having horrible production problems and don’t communicate with customers. I worry their business is about to fail and i will loose my money. This is not the way a good business operates.
Response from Upstep Custom Orthotics· Mar 14, 2023
Hi there. Thank you for sharing your thoughts. Based on the name you left here on this review, we cannot locate an order to help you. However, we are sorry for the delay that has occurred due to our orthotics being in very high demand. We know you will understand why our orthotics are so desired. We will have your impression on file for 5 years which makes reordering quick and easy. We can assure you, we arent going anywhere and the sky is the limit for Upstep! Thank you for choosing us for your orthotic needs!
Edward
Posted
you took my money and never sent the product
Response from Upstep Custom Orthotics· Mar 9, 2023
Hello- of you have an order with us- we will design produce and ship! That we can assure you! An order status was emailed to you. Please check your emails. Thank you for choosing Upstep!
customer
Posted
march 8 and still waiting
Response from Upstep Custom Orthotics· Mar 9, 2023
Hello Dawn, today at 8:44am our design team reached out to you as they have some questions that need to be answered for optimal customization for your new orthotics!! Please check your email so we can continue with the design of your custom orthotics!
Florencia
Posted
After getting nowhere with the first customer care rep I exchanged emails with, a Samantha Burks doubled down alleging that the transaction of my purchase did not go through, in spite of all the information I provided to prove that my debit card was in fact debited the amount for the purchase, not to mention I had a confirmation email with all the needed information. I am so frustrated by this company's decision to not take me seriously. I have contacted my financial institution, which confirmed as I KNEW, that the money was debited from my account and the transaction was processed. Do not buy from this company. I can see from other online reviews I am not alone in my awful experience with them. Listen to your better judgment and do not give this company your money.
Response from Upstep Custom Orthotics· Mar 9, 2023
Hello Floencia, as we discussed, we needed you to provide proof of the order as our system showed canceled. Since you did, we are now finally able to get to the bottom of it. Thank you again!
Sofia C.
Posted
Wow I never saw so many bad reviews. Thank you for sharing. I guess I am going somewhere else.
Response from Upstep Custom Orthotics· Mar 9, 2023
That is a shame you will miss out on the #1 custom orthotics in the country. They are in high demand and for a good reason! Please do not believe everything you read on the internet. We have companies that try to compete with us that will leave negative reviews, people who never ordered from us, etc. In fact, a one star review was left by you, and you never never ordered from us. We offer a 180 day money back guarantee on a custom product. That cant be beat! Dont shortchange yourself. Contact one of our customer care representatives today. We would love to help you! [email protected]
Elizabeth B.
Posted
I contacted customer service with ( I believed) a pretty straightforward issue to resolve. My brother in law ordered my upsteps as a gift for me for Christmas. I already had imprints, so I just wanted to reorder them but didn't have my own account. No one could find my order by any other way except the original email used, so i had to get my brother in law involved. (I'm still not sure why a company wouldnt be able to look up an order by shipping address) After maybe 15 back and forth emails made by me and my brother in law, I was basically just told to make a new account and order referencing the original order number. I did this, and I requested a partial refund, since I did not need new imprints, and as a new customer, I was charged to get new imprints. After all this, I was told that the imprints are part of the purchase and can't be refunded. I don't know why I wasted my time and effort to get the re-order right, when I ended up just ordering and paying for a whole new set. Worst customer service experience in 20 years. Insteps are a wonderful product, but NOT satisfied with customer service at all.
Response from Upstep Custom Orthotics· Mar 9, 2023
Hello - thank you for returing to Upstep! We are glad you were happy with your first pair to come back!! It is best to have your own account since you are an Upstep member that way, reoerding will be quick and easy next time. Your brother n law was very thoughtful to get you such a wonderful gift. However, since you will be purchasing your orthotics moving forward, it is a great idea to have everything under your name. Thanks again!
