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3,671 reviews
Upstep Custom OrthoticsHonesty, pricing, process and quality scores appear once 5 customers have rated them.
#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 Rated Honest, with an average rating of 4.2 out of 5.
Showing 555 reviews with 1 star · Clear filters
Arch S.
Posted
If I knew that it would take 2 months, I would've purchased elsewhere. The website is misleading and the customer service was impersonal.
Response from Upstep Custom Orthotics· Mar 23, 2023
Hello! We are thrilled to see you received your orthotics 2 days ago! We know you are going to love your new happy feet!
DHL
Posted
3 months and still waiting. They have not given any reason for the wait.
Response from Upstep Custom Orthotics· Mar 21, 2023
Hello- we would love to provide an order status. Please contact our customer care dept at [email protected] there is not enough information provided here for us to locate an order. Thank you.
Susan in Bellingham W.
Posted
I am bombarded with promotional emails but not with updates about my order. Why would I want to buy more when I can't get the order I placed in a timely manner? I do find your orthotics helpful but think you need to be more honest about delivery time frame and stop the promotional emails until your customers have a chance to try out what they have purchased. It was almost 2 1/2 months before I got my initial order. I don't need another knit hat and apology for the delay. I'd like to be able to switch out my orthotics on my upcoming trip, otherwise I will buy a pair of local Superfeet orthotics.
Response from Upstep Custom Orthotics· Mar 21, 2023
Hello Susan, welcome back to Upstep! So thrilled to know you have a pair of our orthotics already! Please contact Samantha at [email protected] we would like to help you with this if you haven't been. Thank you!
kerry
Posted
It's been nearly 2 months and they keep pushing date back. I paid and sent my forms in the next day. They are so slow
Response from Upstep Custom Orthotics· Mar 21, 2023
We apologize for the delay. We know you will find they were worth the wait. Our orthotics are in high demand and for a reason, we cant wait for you to try them! Thank you for your patience.
Mark H.
Posted
It took so long that I forgot I ordered the upsteps
Response from Upstep Custom Orthotics· Mar 21, 2023
Well, that is sad to hear. We understand we had a delay but we are thankful you ordered fro Upstep. We enjoy helping thousands of people just like you!
Lu H.
Posted
I was Promised I would have orthotics in less than 24 business days from receiving my foot print, it has now been 30 business day and now I'm being told it will still be more than another month...
Response from Upstep Custom Orthotics· Mar 21, 2023
We did experience a dealy due to very high demand. Our orthotics are 100% custom and cannot be rushed. Your feet will feel why when you receive your new orthotics. We appreciate your patience.
Amy
Posted
This company has horrible customer service. They claim to offer a refund if the customer is not happy. I have emailed and called customer service and no one will get back to me. This orthotic made my plantar fascitis so much worse. I was emailed back about my issue and when I responded how I wanted to proceed it’s been crickets. Don’t use this company for orthotics!
Response from Upstep Custom Orthotics· Mar 21, 2023
Hello Amy, based on the info provided in this review, we cannot locate an order. Please contact [email protected] directly, if it it still an issue.
D
Posted
Really poor quality and customer service overall. I ordered my orthotics in early December and didn’t get them for over two months despite being told multiple times by customer service that they would be shipped right away, and despite their website saying otherwise. Once they finally arrived, they were clearly either extremely poorly made or made for someone else. They didn’t even match my feet. I’ve worn orthotics for more than 20 years and I have some faceless “customer service” person trying to tell me I need to break them in and that it’s my fault. So, after the hard sell and borderline harassment about getting a ”money back guarantee” which they promise, here I am three months later waiting for my refund. I keep getting told that they’re “sending a message to finance.” My guess is they’re pulling a scam to make people get over the 180 day mark and then say it’s too late to return. Bottom line, sure, they cost less — but you get what you pay for. There is no substitute for going to an actual doctor who can make adjustments and ensure a proper fit. I did the walk of shame back to my podiatrist and showed him these “custom” orthotics. He laughed and gave me the “you should know better” look. You can get as much support from a $20 pair at Wal Mart.
Response from Upstep Custom Orthotics· Mar 17, 2023
We are sorry the orthotics did not work out well for you! They're made from high-quality EVA and polypropylene - the best materials in the industry today. We use Ethylene Vinyl Acetate (EVA) foam. EVA is a wonderful shock absorber that is heat moldable and has excellent shape retention. Because of its versatile uses, it is among the most popular of our manufacturing materials. EVA provides excellent cushion, comfort, and breathability, wicking away moisture and reducing friction. We use Polypropylene, lightweight, durable, and heat adjustable. Polypropylene is an industry-standard. Our orthotics can be designed as flexible, semi-rigid, or as rigid as you like to meet your needs from basic walking to the athletic activities. Your order will be refunded as you contacted us before the 180 days.
