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... Ver mais
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Veja o que dizem as avaliações
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... Ver mais
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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.... Ver mais
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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!
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
#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!
Informações de contato
Estados Unidos
- 1800-945-4770
- customercare@upstep.com
- upstep.com
4,3
Excelente
4 mil avaliações
Respondeu a 97% das avaliações negativas
Normalmente responde dentro de 1 semana
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Great product and service!
Customer service was very quick to respond and was so helpful! I would 10/10 recommend both the product and the company!!
3 de abril de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re thrilled to hear you had a great experience with our customer service. Your recommendation truly means a lot to us—we appreciate your support! 😊
Mary was quick and responsive
Mary was quick and responsive! I insured my purchase and just like that she had a new order out in no time. Excellent customer service and hassle free. Thank you Mary!
3 de abril de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re thrilled to hear you had a smooth, hassle-free experience. Mary will be especially happy to see this—she truly cares about taking care of our customers. We appreciate your support! 😊
Ryan with Upstep customer service is…The Man.!
Ryan with Upstep customer service is awesome. He has responded to my request in a timely manner. His messages are consis ,easy to understand and I've noticed he is usually a half step ahead of my next question! In summary the guy is good at his job . I sent my impression kit back to Upstep this morning via USPS , so now unless one of my impressions , which I had to contact Ryan about this morning is unacceptable. I should receive my new insoles in +/- 25 days ! So far so good , good job Upstep .
31 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for the thoughtful review! We’re glad to hear Ryan has been so helpful, clear, and proactive throughout your experience—he’ll really appreciate the shoutout.
It’s great to know your impressions are on their way, and we’ll be keeping an eye out for them. If anything comes up, we’ll be sure to reach out right away.
Thanks again for your support—we’re excited for you to receive your new insoles!
I’ve been asking where my refund is
I’ve been asking where my refund is. First told to wait 18 business days, which I did, then asked for an update, was asked to wait 2-5 more days, which I have, asked for update and now I’m not getting a response. Horrible customer service
1 de abril de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We’re really sorry for the delay and the lack of follow-up—that’s not the experience we want you to have. You’ve been more than patient, and we completely understand your frustration.
Please reach out to us with your order details (or reply here if this is tied to an existing thread), and we’ll look into your refund status right away and get you a clear update.
We appreciate your patience and the chance to make this right.
Quick response and friendly
Quick response and friendly. Information given by Mary was very informative.
1 de abril de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your kind words! We’re so glad to hear you had a quick and friendly experience, and that the information provided was helpful. Mary will really appreciate the shoutout—we appreciate your support! 😊
Fast service from start to finish
Fast service from start to finish. Painless process and great experience! My feel are very thankful for these inserts!
31 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for the wonderful feedback! We’re so happy the process was easy and that your feet are already feeling better. That’s exactly what we love to hear!
I am waiting for a remake on my because…
I am waiting for a remake on my because they were too big for my shoes
16 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your patience while we work on your remake! We understand how important the right fit is, and we’re confident your new pair will be a much better match for your shoes. Please don’t hesitate to reach out if you have any questions in the meantime.
Fraudulent advertising
Fraudulent advertising! Not risk free! They charge a 30% restocking fee if they don’t work.
These also completely failed for me.
30 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We’re really sorry to hear you’re feeling this way, and we understand how frustrating that can be. Our orthotics are custom-made for each customer, which is why a 30% fee applies to refunds.
However, we do offer a free remake and would love the chance to adjust your pair so they work comfortably for you. Please feel free to reach out—we’re here to help.
Customer Service Experience by Mary
Mary from Customer Service gave me exceptional service. Her responses were extremely prompt and with the utmost sincerity.
24 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We're thrilled to hear that Mary from our Customer Service team provided you with such prompt and sincere support. We’ll be sure to pass along your feedback—she’ll truly appreciate it. We're always here if you need anything!
Mary took care of my request promptly!
Mary took care of my request promptly!! Great job!
27 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re thrilled to hear that Mary was able to assist you promptly. We’ll be sure to pass along your feedback—she’ll really appreciate it!
DO NOT BUY FROM THIS COMPANY!
DO NOT BUY FROM THIS COMPANY! Money is important for anyone but physical health has more important. So when a company not only takes your money but affects your health then there is a big problem. I have worn orthopedic inserts for years. In the past they were made by a podiatrist but this seemed like an easier option so I tried upstep. This was a huge mistake. The first set they sent me caused severe Achilles tendinitis where my Achilles region and my whole ankle were swollen like balloons for about a month. I could barely walk for months and am still dealing with the effects of the tendinitis. They then sent a redo which did take the stress off the Achilles but had no arch which was the whole reason for ordering orthopedic inserts in the first place. They sent another pair which had a bit more arch after sending pictures of my old orthopedics by the podiatrist and these had a bit more arch and didn’t hurt my Achilles. They still owed me a couple of pairs of functioning inserts as I paid for multiple and so they sent me another pair after I got back about the previous. They said they are now using a different method to make the inserts. These were like the first and my Achilles started to swell again. I told them and they said they couldn’t make a correct pair and that they would refund me a portion of what I paid. I feel that I was very patient with this company after they caused me physical harm. I should have sent them my doctors bill as well as demanded a refund. I gave them an opportunity to correct their mistakes but apparently that making a correct pair is not in their best interest and a full refund isn’t in their best interest. With the chance you could get physical harm from their products and the chance of losing money it may be a good idea to stay away from this company.
24 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We’re sorry to hear about your experience and appreciate you sharing your feedback. Our goal is always to provide comfortable, supportive orthotics, and we regret that we were unable to achieve that for you despite multiple remakes.
Because each pair is custom-made, our refund policy includes a partial fee; however, we understand your concerns and the frustration this situation has caused. We encourage you to reach out to our support team so we can review your case in detail and determine if any additional resolution may be possible.
Good customer support
Good customer support. Waiting for next steps…pun intended
23 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your kind words! We love the pun 😊 We’re glad you’ve had a great experience with our support team so far and appreciate your patience as we work through the next steps with you!
Daisy was prompt and very helpfull as…
Daisy was prompt and very helpfull as well as responsive. She is a pleasure to work with.
26 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re thrilled to hear that Daisy was prompt, helpful, and responsive. We’ll be sure to share your feedback with her—she’ll really appreciate it!
I received a email asking me what my…
I received a email asking me what my concerns were when I placed my order so they could design my orthotics around that information. Customer service at this point has been superior. Ironically I don’t have foot pain but do have hip pain and a new knee joint that causes pain when standing or walking too long. My gait isn’t right. I am looking forward to receiving the orthotics to see if they help. I have a feeling they will help a lot. So far, I highly recommend Upstep. Rick L
26 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your thoughtful feedback, Rick! We’re thrilled to hear that your experience with our customer service has been so positive. Taking the time to understand your concerns—like your gait, hip discomfort, and knee support—is an important part of creating orthotics tailored to your needs.
We’re excited for you to receive your pair and truly hope they provide the comfort and support you’re looking for. Please don’t hesitate to reach out if you have any questions along the way!
So far, not so good
Though I haven't yet received the fitting kit, I've been disappointed by the lack of communication after I purchased the product. I've asked via chat and email for more information, but only received chatbot responses that promised a response...then, none came.
25 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We’re very sorry to hear about your experience and the lack of communication after your purchase. That’s not the level of service we strive to provide, and we understand how frustrating it can be to feel left without clear updates.
We’d like to look into this for you and ensure you receive the information you need regarding your fitting kit. Please reach out to us directly with your order details, and we’ll be happy to assist you promptly.
Upstep is customer driven to create the…
Upstep is customer driven to create the best orthotics on the market. They will work with you until you get the best custom fit possible. I have used Upstep for years and they are always working to make the best fit for each customer. Quality and fit are their passion*
25 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your continued support and kind words! We’re honored to have been part of your journey over the years. Providing a high-quality, custom fit and working closely with each customer is exactly what we strive for—so it truly means a lot to hear this. We appreciate you being part of the Upstep family!
Resposta da Upstep Custom Orthotics
Thank you for your feedback! We’re so glad to hear she was able to assist you right away with your warranty claim. We’ll be sure to pass along your kind words!
Happy Feet!
Very good customer service.They corrected the first pair of innersoles created and sent the replacement pair within a week. Definitely an improvement in the correct support needed for comfort. It's been 3 days and so far so good! Definitely recommend their products!
17 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re glad we could get everything corrected quickly and that you’re already noticing improved comfort and support. We truly appreciate your recommendation and are here if you need anything moving forward!
Adjustments on point
Adjustments made for new pair of boots were on point. They really are designed for specific footwear.
12 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your feedback! We’re so glad to hear the adjustments for your boots were spot on and that the design is working well for your specific footwear. We appreciate your support!
Upstep could not deliver and now I have to pay 15%!
Upstep could not deliver my order as promised and has decided to charge me 15% for canceling the order. Need I say more???
20 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We’re really sorry to hear about your frustration and appreciate you bringing this to our attention. At the time of your request, your order is still within our standard 12–18 business day production window, which allows our team the necessary time to carefully craft each pair of custom orthotics. Because every order is made specifically for the individual, production costs are incurred early in the process, which is why a 15% cancellation fee may apply once work has begun. We always aim to be as transparent as possible. Please reach out to customer care, we would love to be able to speak with you, and get this issue resolved.
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