Upstep Custom Orthotics Reviews 3.757

Orthotics are high-quality and the customer service was great.

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 random persons orthotics that are will not fit me. The most recent one was made using half kid and half adult measurements, total weird shape. Customer care doesn’t understand how FSA works in United States, they want to process refunds back to an expired FSA card that is no longer usable. Every response insists on sending their defective insoles back rather than focusing on issuing refund via check or send impression kit to manufacturer orthotics properly.

Reply says to contact Customer service for resolution but the fact is I have been in contact with customer support since Nov 2025 and they are not willing to solve. They are asking my complete bank account details (literally everything) for an international transactions. Why I would I expose my self to Hackers?

Upstep's products and customer service are second to none. I wouldn't buy anyone else's insoles. Ever.

Their customer support (Mary) was excellent and helped answer all my questions.

My first pair of custom orthotics are great. I’m waiting for my next pair of custom orthotics. Please send them asap. Thank you

Good service chat response and being able to reorder quickly

Mary answered my question quickly and gave me important info that I didn't ask for, which most people don't take the time to do stuff like that!

I guess I expected something totally different than what I had already had made locally, these orthotics took 48 days to make it to my door. I guess I expected better quality and much better communication. And then I find out that they're apparently sent to Israel and then back to the United States. The New Jersey address is just a shipping office. And as many emails that I have received of sales advertising for purchase of 2nd and 3rd pairs sent out, i still hadn't received the FIRST pair.I have gotten 0 response to the 3 emails sent to them. They Brag about fastest shipping and great customer services, and those fall well below 1 🌟

Such an Easy process. So happy to be working with this team.

Terrible! I received my orthotics however they were very painful to wear when I was on my feet several times. So bad I could barely walk during and after. I have been trying to get a return label but nothing yet via email. Very dissatisfied with my orthotics and the lack of help in getting my return label.

Do not use this company if you want to actually talk to a human. Their communication is totally email-driven, which makes it difficult to address issues that you might have. If you dial their 800 number it goes straight to voicemail and the prompt requests that you leave your name and an email address. They intentionally avoid speaking directly to customers, and that is frustrating and disappointing. I plan on going back to my doctor to get a different referral. Upstep wants your money without having to be "bothered" with you personally.

I gave Upstep a try. I went with all the positive reviews and was very satisfied with their product and customer support. All the mailings and emails were responded to in a timely manner. I got them relatively fast. I did run into a hitch with my orthotics. In some of my shoes they crowded my toebox. I contacted them as to a solution and Mary responded the same day. I let her know what the issue was and they got right on it. My re-engineered orthotics came out PERFECT. They fit in every shoe comfortably and I am walking pain free. I would highly recommend Upstep. They were great. Thanks

Awesome customer support. Very responsive and the product is great!

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

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.

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!

The orthotic does not fit in my shoe. Its is worthless.

Mary was very helpful and resolved my issue.

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.

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.