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 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 marca 2026
Opinia niezależna
Odpowiedź od 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!
Can Upstep really make a custom orthotic?
Initial experience was great.
Received the imprint material, and shipped back.
Sent the information on how to make it, based on my current orthotic. Even received a praising email, thanking for my detailed instructions. (Was this a computer or AI generated response?)
Just received an email saying they couldn't make it.
Let's see what happens.
25 marca 2026
Opinia niezależna
Odpowiedź od Upstep Custom Orthotics
Thank you for sharing your experience! We’re glad to hear your initial process went smoothly and that your detailed instructions were helpful—our team truly appreciates that level of input.
And to answer your question—our responses are from real team members, though we do use templates to ensure consistency and clarity. Your feedback was genuinely valued, and it helps us create the best possible orthotics for you. We look forward to delivering a great final product!
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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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!
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 lutego 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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.
So far the experience has been very…
So far the experience has been very easy, and the sales reps. have been very helpful, sometimes it has taken several days to get an answer but they did get back with me.
16 marca 2026
Opinia niezależna
Odpowiedź od Upstep Custom Orthotics
Thank you so much for your kind feedback! We’re glad to hear that your experience has been smooth and that our team has been helpful along the way. We do appreciate your patience with response times, as we strive to provide thoughtful and accurate support to every customer. If there’s ever anything you need, we’re always here to help!
Quick reply and no nonsense answer!
Mary was friendly and knowledgeable and very quick to reply. Excellent service!
16 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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 marca 2026
Opinia niezależna
Odpowiedź od 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! 😊
Doświadczenie Trustpilot
Każdy może napisać recenzję na Trustpilot. Osoby, które wystawiają opinie, mają prawo do ich edytowania lub usuwania w dowolnym momencie. Będą one wyświetlane, dopóki aktywne jest konto.
Firmy mogą prosić o wystawienie recenzji za pomocą automatycznych zaproszeń. Te oznakowane jako zweryfikowane, dotyczą prawdziwych doświadczeń.
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