I was notified by my HSA plan to provide info on my Upstep purchase from a few months back. The original receipt only showed a charge with no description of purchase. I emailed customer care at Upste... Zobacz więcej
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
I am very happy with ustep custom orthotics. Mary, Sarah, Steph, and the whole team is very knowledgeable, helpful, replies and answers all my questions quickly. The last orthotic that you just sen... Zobacz więcej
Negative reviews are not published on their website that itself tells they have issues with the product. Ordered in 2025 using my FSA funds, never got an impression kit. They kept sending some rand... Zobacz więcej
I have worn prescription orthotics for almost 50 years. Until recently, insurance has paid for them. The last time I tried to get them, my providers said insurance (Medicare) would no longer pay and t... Zobacz więcej
Informacje dotyczące firmy
Napisane przez firmę
#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!
Dane kontaktowe
Stany Zjednoczone
- 1800-945-4770
- customercare@upstep.com
- upstep.com
4,3
Doskonała
4 tys. recenzji
Odpowiada na 98% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
I already sent you photos of my insoles…
I already sent you photos of my insoles at least 6 times what I need is for you to give me an email address that will get them to you
9 kwietnia 2026
Opinia niezależna
Odpowiedź od Upstep Custom Orthotics
We’re really sorry for the frustration—that’s definitely not the experience we want for you.
Please send your photos directly to customercare@upstep.com
, and we’ll make sure they’re received and reviewed as quickly as possible. If you’ve already sent them, feel free to resend with your order number in the subject line so we can locate them right away.
We appreciate your patience and will get this sorted for you.
I gave them $370 on February 2 and as…
I gave them $370 on February 2 and as of April 8 have nothing to show for it. The original pair did not fit my feet properly. It's almost as if they used someone else's molds. I asked for a refund that day and they asked to remake them and warned about the restocking fee. I agreed to have them remade. As of today, April 8, I have not received them. I contacted them via email and they sent me a USPS link showing the delivery had been made. It showed the orthotics arriving in Wisconsin (I'm in Virginia). When I pointed this out, they responded (two days later) that they had a new link showing delivery, but that was for the initial pair. When I pointed that out, they responded (one day later) that they hadn't actually remade mine yet, and they asked me to look at how my feet touch the ground and send them a description so they could make them properly. At this point I have lost all confidence and want my nearly $400 back. When you call customer service you get an instant message saying they're busy, and asking you to leave a message with your email. Then nothing happens.
8 kwietnia 2026
Opinia niezależna
Odpowiedź od Upstep Custom Orthotics
We’re truly sorry to hear about your experience—this is not the level of service or communication we aim to provide. We completely understand your frustration, especially given the delays, confusion with tracking, and lack of clear updates.
This is not typical of our process, and we sincerely apologize for how this has been handled. We’d like to make this right as quickly as possible. Please reach out to us at customercare@upstep.com
with your order details, and we will prioritize your case, clarify everything, and assist you with the resolution you’re requesting.
Thank you for bringing this to our attention.
If you have foot pain get these
I'm very happy with my 1st set of insoles. I didn't realize you can add cushioning so look into that before buying. The customer service is fantastic! I had to email them a few times and they replied within hours and helped every way. Definitely worth the investment!
18 marca 2026
Opinia niezależna
Odpowiedź od Upstep Custom Orthotics
Thank you so much for your kind words! We’re thrilled to hear you’re happy with your orthotics and had a great experience with our customer care team.
Great tip on the cushioning too—there are definitely options to customize for comfort. We truly appreciate your support and are glad you found it worth the investment!
The orthotic does not fit in my shoe
The orthotic does not fit in my shoe. Its is worthless.
8 kwietnia 2026
Opinia niezależna
Odpowiedź od Upstep Custom Orthotics
We’re sorry to hear your orthotics aren’t fitting properly in your shoes—that’s definitely frustrating.
Please reach out to us with your order details, and we’ll be happy to review this and help find a solution, whether that’s an adjustment or remake. We’re here to help make this right.
Odpowiedź od Upstep Custom Orthotics
Thank you for your kind words! We’re so glad to hear your issue was resolved and that you had a great experience. We truly appreciate your feedback!
These are the most uncomfortable…
These are the most uncomfortable insoles that I have ever received. These are suppossed to be "custom" there is nothing custom about these. I specifically indicated that due to my high arches that I needed cushioning in the forefoot. What did they deliver. Slim, hard forefoot which is unbearable to walk on. I might as well be walking on the ground. The arches were not supported or at least I could not feel any support in the arch. All I felt was the pain of an uncushioned insert.
There is a Partial Money back guarantee. The charge 30% for restocking which is about the 3x the value of these "custom" orthodics. Don't get ripped off. Go to a real professional service.
6 kwietnia 2026
Opinia niezależna
Odpowiedź od Upstep Custom Orthotics
We’re really sorry to hear about your experience—this is not what we want for our customers. Your orthotics should feel supportive and comfortable, and it sounds like we missed the mark here.
We do offer a free remake through our satisfaction guarantee, and our design team can adjust the cushioning and arch support based on your feedback. Please reach out to us directly so we can make this right.
I was trying to get a tracking number
I was trying to get a tracking number. You sent me to a page that said you only needed an email. Then you told me I needed an email and an order number and then I finally get to the page and there is no tracking number. So I finally had to email you to get the tracking number. I feel like you must be completely incompetent. So I don’t expect much from your insoles either.
6 kwietnia 2026
Opinia niezależna
Odpowiedź od Upstep Custom Orthotics
I’m really sorry for the frustration this caused—that experience is not acceptable, and I completely understand why you’d feel this way.
You should have been able to access your tracking information easily without having to go through multiple steps or reach out again. We appreciate you bringing this to our attention, and we’ll be addressing this internally to prevent it from happening in the future.
If there’s anything else you need or if you have any concerns once your order arrives, please don’t hesitate to reach out—we’re here to help.
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 kwietnia 2026
Opinia niezależna
Odpowiedź od 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 kwietnia 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 kwietnia 2026
Opinia niezależna
Odpowiedź od 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 kwietnia 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 lutego 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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!
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