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
A empresa respondeu
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
A empresa respondeu
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.
Quick reply and no nonsense answer!
Mary was friendly and knowledgeable and very quick to reply. Excellent service!
16 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re so glad to hear that Mary provided friendly, knowledgeable, and prompt service. We’ll be sure to share your feedback with her—it will truly make her day!
We appreciate your support and are always here if you need anything further.
Ryan from Upstep customer service…
Ryan from Upstep customer service responded very quickly to my request and and did exactly what I expected. He did a great job!
16 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 Ryan was able to assist you quickly and meet your expectations. We’ll be sure to pass along your feedback to him—it will mean a lot.
If you ever need anything else, please don’t hesitate to reach out. We’re always here to help!
Mary helped me A LOT
Mary helped me A LOT! Meow I know which orthotics I’ve ordered.
16 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind review! We’re thrilled to hear that Mary was able to help you and get everything sorted out. And we love the “meow” 😄—glad everything is clear now!
If you have any other questions or need anything at all, feel free to reach out anytime. We’re always happy to help!
Bad every step of the way
Long turnaround with multiple delays. I ordered the product for two issues I have and they did not disclose to me that the product would only assist with one of the issues. When I saw that the product only helped with half of my issues I reached out to customer service and just received unprofessional emails calling me the wrong name with constant spelling errors and not even properly reviewing their prior emails. Their responses were rude and stubborn refusing to compromise or admit to any issues.
16 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations and that there were delays with your order. We also apologize for any frustration caused by the communication you received from our team.
Our goal is always to provide clear information and professional support, and we regret if that was not your experience. We would appreciate the opportunity to review your situation further and see how we can help.
Please feel free to reach out to our customer care team at customercare@upstep.com
, and we will be happy to look into your concerns and assist you.
Mary was really nice and responsive
Mary was really nice and responsive. I got my responses in 2 min. She was really helpful! great customer service
16 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your kind review! We're so glad to hear that Mary was able to assist you quickly and provide helpful support. Providing responsive and friendly customer service is very important to us, and it's wonderful to know you had a great experience. We truly appreciate you taking the time to share your feedback! 😊
Ryan was really helpful in tracking my…
Ryan was really helpful in tracking my inserts when the tracking number I received was not working
13 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your review! We're glad to hear that Ryan was able to help track down your inserts and assist when the tracking number wasn’t working. Providing helpful and timely support is very important to us, and we appreciate you taking the time to share your experience! 😊
I don't like the waiting
I don't like the waiting. I can only wear work shoes with my current, orthotics, but not other shoes during my days off. I am really looking forward to having all my orthotics in all my shoes so I can put shoes on and go! I didn't realize this is such I "waiting period" process. I guess I will have to be patient about it.
13 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your feedback! We completely understand how inconvenient the waiting period can feel, especially when you're eager to have orthotics ready for all of your shoes. Because each pair is custom-made based on your impressions, there is a production period to ensure they’re crafted specifically for your feet and provide the support you need.
We truly appreciate your patience during this process, and we’re confident the final result will be worth the wait. If you ever have questions about your order status, our team is always happy to help!
Daisy is always friendly and helpful.
Daisy is always friendly and helpful.
12 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re really glad to hear that Daisy has been friendly and helpful during your experience. We’ll be sure to share your feedback with her — it will definitely make her day! 😊
If there’s ever anything else we can assist you with, please don’t hesitate to reach out.
My experience with Upstep is ongoing
My experience with Upstep is ongoing, and each time I reorder, I get the BEST service, the most helpful people on the Upstep staff, and always feel like they're really paying close attention to me and my needs. As an example, Daisy, my recent Foot Care Expert, went above and beyond and followed up to make sure I understood the "re-order" process and the specifics of the molds and tracing. Great job, Daisy. Thank you!!
12 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your thoughtful review! We're truly grateful for your continued trust in Upstep. It means a lot to hear that each reorder has been a positive experience and that our team has been able to provide the support and attention you deserve.
We're especially happy to hear that Daisy went above and beyond to guide you through the reorder process and ensure everything was clear with the molds and tracing. We'll be sure to share your kind words with her — it will mean a great deal.
Thank you again for your loyalty and for taking the time to share your experience!
Outstanding customer servicecommunication with…
The first stage of communication with my assigned customer service agent has been outstanding. I received an update on the construction of my orthotics within 7 days of sending my imprint foam . Great customer service I’ll update my review when I get the finished product!!!!!
9 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for sharing your experience! We're so glad to hear that the communication with your assigned Foot Care Expert has been outstanding and that you received a timely update after sending in your foam impressions. Providing clear updates and support throughout the process is very important to us.
We truly appreciate your feedback and look forward to hearing your thoughts once you receive your finished orthotics. If you have any questions in the meantime, our team is always happy to help!
Great follow up customer service thank…
Great follow up customer service thank you
11 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your kind feedback! We're really glad to hear you had a great experience with our follow-up customer service. Providing attentive support is very important to us, and we truly appreciate you taking the time to share your experience. If you ever need anything else, we're always here to help! 😊
I ordered insoles and I'm thrilled
I ordered insoles and I'm thrilled. Just ordered 2 additional pairs so i don't have to keep moving them. Daisy was wonderful answering all my questions and quelling all my concerns! Thank you Upstep!!
11 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your wonderful feedback! We're thrilled to hear that you're happy with your insoles and that you decided to order two additional pairs for convenience — that’s a great way to make switching shoes easier.
We're also very glad to hear that Daisy was able to answer your questions and help put your concerns at ease. We'll be sure to pass along your kind words to her!
Thank you again for choosing Upstep — we truly appreciate your support! 😊
Daisy was amazing and very helpful.
11 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your kind feedback! We're so glad to hear that Daisy was amazing and very helpful. We'll be sure to share your kind words with her — it will definitely make her day. We truly appreciate you taking the time to share your experience! 😊
Well I can say that Upstep must be very…
Well I can say that Upstep must be very thorough, as I am asked to give a review of every single time I communicate with someone, whoever it may be. Do I think this is a little over obsessive, yes, I do but I will leave one more review. Everyone at Upstep does a good job at their job! Although I do not think a review of every time a contact is made it is needed! Just my opinion, but it is my opinion.
10 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for sharing your honest feedback — we truly appreciate it. We understand that receiving multiple requests for reviews can feel a bit excessive, and your perspective is valuable. Our goal is to make sure we’re continuously improving our service, but we also appreciate you taking the time to share your thoughts about the process.
We’re very glad to hear that your interactions with the Upstep team have been positive and that our staff has been doing a good job. Thank you again for your patience and for continuing to share your experience with us! 😊
Resposta da Upstep Custom Orthotics
Thank you for your feedback! We're glad to hear that the process felt quick and smooth for you. We work hard to make every step as easy and efficient as possible, and we truly appreciate you taking the time to share your experience! 😊
Mary was very helpful in ensuring that…
Mary was very helpful in ensuring that I had ordered the products that I wanted and made sure there were no errors in my order.
9 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your kind feedback! We're very glad to hear that Mary was able to help ensure your order was exactly what you wanted and that everything was placed correctly. Providing careful support and making sure orders are accurate is very important to us. We truly appreciate you taking the time to share your experience! 😊
Great Product!
Great customer service and communication with them during the process made it easy. I was glad that I already had a purchased a pair in the past as they still had my foot mold. Great product - I love them and far cheaper than the expensive medical companies that charge $600 for a pair
9 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your wonderful feedback! We're thrilled to hear that the process was easy and that our customer service and communication helped make your experience a positive one.
It’s also great to know that having your previous foot mold on file made reordering more convenient for you. We're so glad you love your orthotics and appreciate you recognizing the value we strive to provide compared to more expensive options.
Thank you again for choosing Upstep — we truly appreciate your support! 😊
Customer service is great
Customer service is great; haven’t gotten my orthotics yet but help with activities I do to get the best fit and answering f/u questions is very important
4 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We're really glad to hear that you had a positive experience with our customer support team. Providing guidance during the fitting process and answering any follow-up questions is very important to us, as we want to make sure you receive the best possible fit.
We hope you love your orthotics once they arrive, and please don’t hesitate to reach out if you need any assistance along the way! 😊
Great Customer Service
Great Customer Service
Mary was Amazing and very responsive
6 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your kind feedback! We're so glad to hear that Mary was able to assist you and provide a responsive experience. Our team works hard to make sure every customer feels supported throughout the process. If you ever need anything in the future, please don’t hesitate to reach out. We truly appreciate your support! 😊
Email with Mary
Mary replied to my email & was very professional, giving me exact & all the information that needed. I'm thankful that I found this company to assist my husband in his foot care needs.
6 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your kind feedback! We're so glad to hear that Mary was able to provide the information you needed and assist you. It means a lot to us that you chose Upstep to help with your husband's foot care needs, and we truly appreciate your support. 😊
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