I can finally quit buying all those off-the-shelf inserts. I've bought at least 20 pair but nothing worked. As is common, one of my feet is slightly different than the other. And inserts worked just... 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
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
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
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.
Responsive
Upstep rep (Mary) was very polite and responsive. Easy to connect with the support and they’ve resolved my issue very quick. Highly recommended!
30 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re really glad our customer care team could help and make your experience a positive one.
Service was really prompt and thorough!
27 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re really glad our customer care team could help and make your experience a positive one.
I ordered upstep orthotics and was told…
I ordered upstep orthotics and was told they would ship in 3 to 5 days. I then get emails saying there is a delay and they will not ship for days. I received three delay emails. I contacted the company to cancel the order. Mary then announces suddenly they are done and ready to ship. Just as I cancel, They are ready. I am told by Mary if I cancel there will now be a 15% fee. They (Upstep) lied to me about when they would ship. There return policy is pathetic. Other companies stand behind their products with a 100% refund. Upstep and Mary will lie to you. This is a scam. The service is unprofessional and pathetic. I should get a 100% refund. I was lied to and scammed. I urge you not to do business with Upstep.
23 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We’re very sorry to hear about your experience and for the frustration this caused. This is certainly not how we want our customers to feel.
We’d like the opportunity to review your order in detail and better understand what happened so we can address this properly. Please reach out to us directly and share your order details, and we’ll look into this as soon as possible to work toward a resolution you’re satisfied with.
We apologize again for the experience and appreciate you bringing this to our attention.
Mary was very helpful!
Mary was very helpful with guiding me to make a decision between the types of orthotics I needed. She also patiently answered my questions about metatarsalgia.
29 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We truly appreciate your feedback. Providing helpful, responsive, and caring customer service is very important to us, and we’re happy to hear that it showed.
Ryan was quick and clear
28 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re really glad our customer care team could help and make your experience a positive one.
40 days and counting -- Still no Orthotics!
I order my Custom Orthotics on December 18th, 2025, credit card charged on December 19th, 2025, and as of January 27th, 2026, 40 days later I still have not received them. I have contacted Upstep twice via email. On Jan 19th, they stated "Our quality team are experiencing a slight delay with your order due to high demand, but please rest assured that we are fully committed to delivering the very best service and products to you." The next email they stated the shipment was on the way. Next Time go local and pay a little more to get better service.
27 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We’re very sorry for the delay and for the frustration this has caused. We understand how disappointing it is to wait longer than expected, and this is not the experience we aim to provide.
While we always do our best to meet our timelines, there can occasionally be unexpected delays, especially during periods of high demand. We are actively working to expedite all orders and get them out as quickly as possible.
In your case, production began once we received your impression kit back, which was approximately two weeks ago. Your orthotics are currently in production and are expected to reach you in the coming days.
We truly appreciate your patience and thank you for bearing with us while we complete your custom order.
Mary answered my question promptly and…
Mary answered my question promptly and politely.
27 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We truly appreciate your feedback. Providing helpful, responsive, and caring customer service is very important to us, and we’re happy to hear that it showed.
Great experience!
Mary was quick to respond and addressed everything I needed!
23 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re really glad our customer care team could help and make your experience a positive one.
Daisy is an example of excellent customer service!
Daisy was consistently helpful over several days to resolve my issue. She was always prompt and polite and went the extra mile!
21 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We truly appreciate your feedback. Providing helpful, responsive, and caring customer service is very important to us, and we’re happy to hear that it showed.
Answered my questions and gave great…
Answered my questions and gave great feed back to help solve a problem.
21 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We truly appreciate your feedback. Providing helpful, responsive, and caring customer service is very important to us, and we’re happy to hear that it showed.
Very timely response.
Very timely response.
Mary was very helpful and courteous.
21 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We truly appreciate your feedback. Providing helpful, responsive, and caring customer service is very important to us, and we’re happy to hear that it showed.
Mary was exceptionally responsive…
Mary was exceptionally responsive answering all of my questions and providing the requested info efficiently and effectively.
21 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We truly appreciate your feedback. Providing helpful, responsive, and caring customer service is very important to us, and we’re happy to hear that it showed.
Great customer service and good company
The insoles didn't work out for me, but the customer service was great and I received a refund as promised. I think they have a great product, I just have complicated issues with my feet and hips that are beyond what any insole can do. I would recommend to anyone else though.
20 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re really glad our customer support team could help and make your experience a positive one.
BUYER BEWARE!
BUYER BEWARE! I ordered custom insoles from this company but changed my mind the next day because I realized the price was outrageous. I contacted them via email and they were quick to respond. They were polite and said they would refund my credit card asap. Two weeks rolled by and no refund so I emailed again asking for my refund and they said they were working on it. Another 2 weeks no refund. It has now been 7 weeks since my refund request and they’ve stopped responding to my emails. I’m still waiting for my refund!! They owe me $341. If you’re considering buying their product from them you better think twice! If those insoles don’t fit or you don’t like them, there is a very good chance that they will pocket your cash and ignore you. I had to contact my credit card company today to dispute the transaction. Upstep is a dishonest company and will rob you blind if they have the opportunity to do so. I looked at their instagram comments and noticed that another guy was waiting weeks for his refund. I found a pair of $20 insoles at CVS that work great. Save your money and stay away from Upstep!
20 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We’re very sorry for the delay and for the frustration this caused. This is certainly not the experience we want our customers to have.
The refund has now been processed, and you should see the amount reflected on your account in the coming days, depending on your card issuer’s processing time.
We sincerely apologize for the inconvenience and for how this situation made you feel, and we appreciate your patience while this was resolved.
Ryan was very accommodating answering…
Ryan was very accommodating answering all my questions.
20 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re really glad our customer support team could help and make your experience a positive one.
Custom Orthotics were life changing
Custom Orthotics were life changing. My feet are a foundation are my foundation and needed support!
20 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We’re delighted to hear you’re happy with your orthotics. Helping people feel more comfortable and supported in their daily lives is exactly why we do what we do.
Prompt attention to my question and…
Prompt attention to my question and effect solution.
19 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you so much for your kind words! We’re really glad our customer support team could help and make your experience a positive one.
Never got them
Never got them. Waited and waiting. Got excuse after excuse. Then when I finally said forget it I’d never wear those things even if they were given to me. They refunded my money minus 15%z
Do not shop with this company. Just go get Dr Scholls
Edit: no partial refund has been given nor have I seen anything to believe that they’re going to do so this place is a joke absolute garbage
15 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
We’re truly sorry to hear about your experience and that this is how it felt to you.
Your orthotics are custom-made and individually manufactured based on your impressions. At the time the cancellation request was received, they were already in the production process and being made specifically for you. For this reason, a partial refund was issued in line with our policy.
We’re genuinely sorry that this led to frustration and disappointment. That is never the experience we want anyone to have, and we regret that we didn’t meet your expectations in this case.
Its always been a good experience
Its always been a good experience. I love the fact that the team stays in constant contact,and always reliable in a response. Thank you
17 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for the wonderful review! We’re so glad both our customer support and the orthotics themselves met your expectations.
Great product!!
Great product!!! Im back on my feet again:) best insoles for my dog walking sneakers
16 de janeiro de 2026
Avaliação não solicitada
Resposta da Upstep Custom Orthotics
Thank you for your review! We’re glad the custom orthotics are comfortable and meeting your needs.
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