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.
Daisy
Daisy. There as confusion about my order as it had my email but was for my granddaughter. Then the automated emails confused everything so much that even though I and my wife love the inserts I was ready to cancel the order. My pleas to speak to a person were ignore. Finally, Daisy did call! She is great! Cleared everything up and even did a follow up call. You should hired more folks like her. And your automated emails are misleading and annoying. People help, not AI.
3 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your honest feedback. We're glad to hear that Daisy was able to step in, clarify the situation, and follow up with you — we'll be sure to pass along your kind words to her.
We also appreciate your comments about the automated emails and will share this feedback with our team as we continue working to improve the customer experience. We're very happy to hear that you and your wife are enjoying the inserts, and we truly appreciate you choosing Upstep. 😊
From: Luthell Bozeman
From: Luthell Bozeman
lou.bozeman@outlook,com
To: Mary, Foot Care Expert at (Upstep - Customer Care)
I received the new foot beds, I had foot surgery 2 weeks ago, and will not have an opportunity to test the foot bed for my left foot for another 2 weeks, but if they work as well as the one for the right foot, they will be fine.
I am using just the one for the right foot which is doing verry well.
Thank you for your support
Luthell
20 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your review and for sharing your experience.
We’re glad to hear that the orthotic for your right foot is working well so far. We hope your recovery from surgery continues to go smoothly, and that once you’re able to begin using the left orthotic, it provides the same level of comfort and support.
If you have any questions or need any assistance as you continue using them, please don’t hesitate to reach out. We’re always happy to help.
Wishing you a smooth and speedy recovery!
Resposta da Upstep Custom Orthotics
Thank you so much for your kind review of our CS rep Mary!
Resposta da Upstep Custom Orthotics
That is so great to hear! We value Mary, and it is awesome to read that our customers do as well!
Very professional
3 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We are thrilled to hear you found us professional. It is what we strive for! Thank you for choosing Upstep!
Fabulous Customer Service!
Fabulous Customer Service!
Mary was so helpful and got me my detailed FSA receipt immediately when I used the Chat feature on the Upstep site. Thanks, Mary!
3 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 get your detailed FSA receipt to you right away. We truly appreciate your feedback and are always here if you need anything else! 😊
My custom Upstep orthotics are well…
My custom Upstep orthotics are well made and of high quality materials. I've tried several other types of inserts and none of them offered an immediately natural feel for my shoe & foot. The Upstep process of taking an imprint of your feet, gathering pictures of your shoe type, requesting details about your daily wear & activity; as well as relevant diagnoses and pain symptoms resulted in inserts that fit perfectly in my shoe and offered support in the areas that I needed. I did not give 5 stars because there was a 7 day delay in the building and delivery of my inserts, which was frustrating, but the Upstep Customer Service was responsive and answered questions in timely individualized fashion. At times I ended up talking to multiple customer service reps on the same question, which was confusing at times. Overall I HIGHLY recommend Upstep for professionally made, carefully designed, quality custom inserts at a very fair price.
27 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your thoughtful review and recommendation! We're so glad to hear your custom orthotics fit well and are providing the support you need. We also appreciate your feedback about the delay and communication, and we’ll use it to continue improving our process and customer experience.
They charged me before I submitted order
They charged my credit card when I never actually submitted the order. I filled the order form out, including credit card, but I changed my mind and I backed out of the site. To my amazement they processed the charge immediately. I called to ask why it was charged and to cancel the order that I never placed.
I was told it would be 18 days to refund $328 on an order I never really made. On day 18 I emailed for the refund and was told it was being sent to process the refund that day and it would be another 2-5 days. Well, guess what?? Yep, you got it!! Still no refund, no more email reply, nobody answers the phone... yeah!!
You get negative stars for your review.
5 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for sharing your experience. We're very sorry to hear about the frustration this situation caused and understand how concerning unexpected charges and refund delays can be. Your feedback is important to us, and we would appreciate the opportunity to look into this further and ensure it’s properly resolved. Please contact our support team so we can assist you right away.
Ryan was very helpful once again!
2 de março de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for letting us know Ryan has helped you more than once! He is amazing!
Answered my question very quickly and…
Answered my question very quickly and was very helpful.
27 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We are delighted to hear your questions were answered quickly and were helpful. Feel free to always reach out with questions. Thank you for choosing Upstep!
After many dr appointments injections…
After many dr appointments injections and $ and yet still no resolution,I decided to try upstep
All I can say is I’m so glad I did .I can walk without pain and at this point I can finally wear shoes Tks Upstep
21 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for sharing this with us! After everything you’ve been through — all the appointments, injections, and costs without relief — we’re truly grateful that you decided to give Upstep a try. Hearing that you can finally walk without pain and comfortably wear your shoes again means the world to us.
If there’s ever anything you need, we’re always here to help. Enjoy every pain-free step!
Great customer service
Great customer service! Each person I have had is very knowledgeable and reassuring that they are here for their customer. Thank you!
25 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re thrilled to hear that each team member has been knowledgeable and reassuring throughout your experience. We’re always here for you, and we truly appreciate your feedback!
Awesome customer service
Answered my questions and emails in a timely manner
25 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your feedback! We’re glad we were able to answer your questions and emails promptly. We appreciate you!
Great customer service
They answer all questions. Very helpful and quick to respond. I have bought 5 pairs from them and love the quality of the product.
25 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your continued support! We’re glad our team has been helpful and responsive, and it means a lot that you’ve purchased five pairs and love the quality. We truly appreciate you!
My pain improved 90% in one day of…
My pain improved 90% in one day of wearing my orthotics!
24 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for the great review! We are so happy to see such a great improvement while using our orthotics!
I was having difficulty uploading the…
I was having difficulty uploading the photos onto the website but Mary, customer foot care specialist was able to get them and make it happen. The customer service experience with Mary was excellent.
24 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your feedback! We’re glad to hear that Mary was able to help get your photos uploaded and make everything happen smoothly. We’re thrilled that your customer service experience with her was excellent. If you need anything else, we’re always here to help!
Ryan's A badass...very responsive and a…
Ryan's A badass...very responsive and a great help ...Give that man a raise!
23 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for the awesome review! We couldn’t agree more — Ryan is fantastic and we’re lucky to have him. We’re thrilled he was able to help you so quickly and make your experience a great one.
We truly appreciate you taking the time to share this! Let us know if you need anything else. 💙
Daisy was helpful
Daisy took the time to correspond with me and tell me what I need to know to re-order the special order that I did most recently.
23 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your review! We’re so glad to hear that Daisy took the time to walk you through everything you needed for your re-order. She’s dedicated to making the process easy and clear, and we’re happy she could help.
Daisy has been very proactive
Daisy has been very proactive, and positive in her communications with me about the progress of my order :).
I ordered 8 pair (I have a lot of running shoes).
The first "test pair" are perfect. Almost fully broken in within 48 hrs :)
23 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for the kind words! We’re thrilled to hear that Daisy has been proactive and positive in keeping you updated on your order. She truly cares about making the process smooth and reassuring for our customers. We appreciate you taking the time to share your experience — and we’re here anytime you need us!
Prompt response to my concerns.
Prompt response to my concerns.
13 de fevereiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We are delighted to hear your questions were answered promptly! We are always here to help!
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