Upstep Custom OrthoticsReviews of upstep.com

Response from Upstep Custom Orthotics· May 21, 2026

We’re very sorry to hear about your experience and understand your frustration. We never want any customer to feel ignored, and we apologize for the delay in communication. Our goal is always to provide long-lasting support and quality products, and we regret that we did not meet your expectations. We would appreciate the opportunity to review your concerns further and see if there is anything we can do to help.

Response from Upstep Custom Orthotics· May 21, 2026

We sincerely apologize for the lack of communication and understand how frustrating this situation must be. If a refund was approved, you should have received clearer updates from our team. We would appreciate the chance to look into this for you right away and ensure your concerns are properly addressed. Please reach out with your order information so we can assist further.

Response from Upstep Custom Orthotics· May 21, 2026

Thank you so much for your kind words and recommendation! We’re thrilled to hear you had a great experience, and we’ll be sure to share your feedback with Mary. We truly appreciate your support and are grateful to have you as a customer!

Response from Upstep Custom Orthotics· May 21, 2026

Thank you so much for sharing your experience! We’re incredibly happy to hear that your custom orthotics finally gave you the support and comfort you’ve been searching for. It means so much to know you can now enjoy your hikes without constantly thinking about foot pain. Wishing you an amazing second Camino de Santiago journey — we’re honored to be a small part of it and hope your Upstep orthotics continue supporting you every mile of the way!

Response from Upstep Custom Orthotics· May 21, 2026

We sincerely apologize for the experience you’ve had and understand why you’re frustrated. The delays, shipping confusion, lack of timely communication, and continued issues with your remake are not the level of service we aim to provide. We regret that this process caused you to lose confidence in us, especially after the amount of time and money you invested. Your concerns deserve proper attention, and we would appreciate the opportunity to review your case directly and work toward a resolution as quickly as possible.

Response from Upstep Custom Orthotics· May 19, 2026

Thank you so much for your thoughtful review! We’re thrilled to hear that Mary was able to provide prompt support throughout your experience and help make the process a positive one. We also appreciate your feedback regarding the orthotics terminology. We understand how your first experience with true orthotics can be different from standard insoles, and we’re glad they provided the support and lift you were looking for. Thank you again for choosing us and for sharing your experience!

Response from Upstep Custom Orthotics· May 19, 2026

Thank you for your honest feedback, and we sincerely apologize for the confusion caused by some of the automated messages you received. We understand how frustrating that can be, especially during the ordering process. We’re continuously working to improve our communication systems, including our AI support tools, to make sure information is clear and helpful. We truly appreciate your patience and are glad you chose to continue with your order. If you ever have questions or need assistance, our customer service team is always happy to help directly.

Response from Upstep Custom Orthotics· May 19, 2026

Thank you so much for sharing your experience! We’re glad Mary was able to assist you with updating your order and getting a new impression kit sent out. Congratulations on your incredible progress as well — that’s a major accomplishment! Since foot shape and support needs can definitely change over time, especially with significant weight loss and shoe size changes, updating your impressions is a great step toward ensuring the best possible fit and comfort for your new orthotics. We truly appreciate your continued trust in us over the years!