Great
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
Mark T.
Posted
On my initial order it was $99 for a second pair. After I ordered I change my mind and wanted a second pair. The charge was now going to be $107
Response from Upstep Custom Orthotics· Jan 12, 2023
Hello, Mark. There may have been a miscommunication. We will look into this and reimburse you for the difference. Thank you for letting us know. We certainly will not have our customers upset.
Disappointed C.
Posted
Constructively, please do not send emails like the following if you have no genuine interest or care in personally responding… “My name is Philip Wells, head podiatrist here at Upstep. I'm so glad you decided to free yourself from foot pain and discomfort - you absolutely made the right decision. Your feet imprints give us information about the shape of your feet, the height of your arch, specific pressure points, and more. Our team of expert podiatrists will use these details (and the information you gave us about your lifestyle and condition) to create your unique Upstep design. But to really make it a perfect fit, I want to hear more from you. After all, no one knows your feet as well as you do - so you are a big part of our design team. Please reply to this email and send as much additional info as you can. Tell me about your foot pain, what you tried before, why you're getting orthotics, and anything else you think is relevant. The more information, the better! Looking forward to hearing from you, Philip Wells Philip Wells CMO – Chief Medical Officer | Upstep” I replied to this email and this was your company’s response: “We'd love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:”
Response from Upstep Custom Orthotics· Jan 11, 2023
Hello- We took a look at that email, and we see what you responded. It is a genuine email asking all of our customers if they would like to add more information to their order. Sometimes, a customer may forget to mention important details. We allow the opportunity to add more in the event that may have happened. Our customers who did forget to write important information on the order appreciate this feature. It may not apply to everybody, but we take the necessary steps to be extremely thorough and detailed.
Bob
Posted
Has my wrong address - phone number (856-866-6961) and wrong price
Response from Upstep Custom Orthotics· Jan 11, 2023
Hello Bob, Thank you for your order!! We emailed you this morning asking you to provide the correct address. We only have the address you provided upon ordering.
Kelsi P.
Posted
Placed my order on October 11th. Promptly received the molds and sent back to Upstep. Tracking states the molds were delivered on October 24th. Today is January 10th, still no orthotics. No response to my emails either. This is beyond "holiday time delays". I do not recommend, just take your money to a podiatrist and get your insoles or you might die before you get to use them.
Response from Upstep Custom Orthotics· Jan 11, 2023
Hello- I would love to assist you. We do not have an order associated with the name on this review. Please contact [email protected] - emails are answered in just a few hours. In addition, you can go to our website, use the live chat feature, and ask for your order status. Thank you!
customer R.
Posted
I wanted to take advantage of the discount for a 2nd pair when the screen expired while I was uploading photos of my shoes. Chat person said she would send an email code tomorrow. Why do I have to wait until tomorrow when I want to make a purchase now? Does not make sense.
Response from Upstep Custom Orthotics· Jan 10, 2023
We have contacted you via email this morning- please advise as we would like to assist you further.
Ellen T.
Posted
I still don't have the kit so I have no clue if it works or not. I ordered on January 1st and the kit is going the wrong direction from where I live.
Response from Upstep Custom Orthotics· Jan 10, 2023
Hello- we see you received your impression kit yesterday. I apologize on behalf of the U.S.P.S. as they are delayed due to the holiday season. Please make your impression and ship it back to us as soon as possible. We cannot wait to bring your new custom orthotics to life! Perhaps, once you receive your new orthotics, you can turn this 1-star into a 5-star!
Chris
Posted
Now if you think 85 days (and counting) is a "short wait" for quality orthotics, then by all means buy from them. They are the "#1 online orthotics brand" and "are in high demand", but in my opinion if the #1 brand is truly #1, even with high demand they could meet their delivery promises. Using those two facts as excuses I believe just shows their indifference to customer experience. For you sleuths, direct your attention to the reviews on their website. You will notice the reviews are never below 5 stars and some reviews state the purchaser rated 5 stars but has yet to receive the product to give an actual useful review. Onto my personal experience so far with Upstep Custom Orthotics. Ordered from them on October 26th 2022 and they sent the impression kit right away. Sent that back with all photos needed and they received the kit on Nov. 3rd 2022. Got an update on Nov. 20th 2022 that my inserts had finished being designed. Dec. 6th 2022, I get an email saying there is a delay due to holidays and they will send a gift. My estimated delivery time has been constantly rising everyday (currently at January 27th 2023) about 85 days since they received my completed kit. I have requested a refund through phone and email. They responded in a understandable amount of time saying they placed my order in an "expedited state" and that it should "ship out in a week ...or so". With a shipment model where the customer has to request expedited status on their order to receive the product in the promised time screams red flags to me. They then ask if they can "go ahead with my order" to which I replied "no I just want a refund". Will see if they process my refund or try to convince me more to keep the order.
Response from Upstep Custom Orthotics· Jan 10, 2023
Hello Chris, our orthotics are in very high demand as we are the #1 custom orthotics company online. We will take a look into your order and be in touch with you. Your feedback is appreciated.
Trina
Posted
I needed to go back and and change answers. I also needed to choose both choices and it would only accept one.
Response from Upstep Custom Orthotics· Jan 10, 2023
Hello- thank you for choosing Upstep! If any of our customer have a hard time editing their questionnaire, we offer live website assistance to help you with anything you may need. We understand and provide assistance in many ways. Via email, live chat, and we also have a call center at 1800-945-4770. Please contact us if you would like to review your order for accuracy.
