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... Toon meer
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Lees wat reviewers zeggen
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... Toon meer
Bedrijf heeft geantwoord
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... Toon meer
Bedrijf heeft geantwoord
Horrible, don’t stand behind their product or follow through on giving you a refund as they say. Definitely would not recommend them to anyone!
Bedrijfsgegevens
Geschreven door het bedrijf
#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!
Contactgegevens
Verenigde Staten
- 1800-945-4770
- customercare@upstep.com
- upstep.com
4,3
Uitstekend
4K reviews
Heeft 97% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
Zo gebruikt dit bedrijf Trustpilot
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Like many others here I am waiting for…
Well...it pays to write a review (as others have done) that you have not been paid. I just received a msg that I would be refunded. (Thank you Upstep) Like many others here I was waiting for a refund. I have all my emails to document failure to refund. I like others were told it was going to happen and nothing has. I was going to contact my states dept. of consumer fraud next week. I am giving them the weekend and then going forward. Well they came through so I have received my refund and this can be put to bed.
29 januari 2026
Review zonder uitnodiging
Antwoord van Upstep Custom Orthotics
We’re truly sorry for the delay and for the frustration this has caused. We understand how upsetting this experience must have been, and this is not how we want our customers to feel.
The refund has now been processed, and you should see it reflected in your account within the next 10 business days, depending on your bank or card issuer.
We appreciate your patience and sincerely apologize for the inconvenience.
Upstep responded rapidly to my request…
Upstep responded rapidly to my request for a replacement foam mold as the first one was damaged on opening the box. Mary offered a replacement rapidly at no charge.
29 januari 2026
Review zonder uitnodiging
Antwoord van 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.
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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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 januari 2026
Review zonder uitnodiging
Antwoord van 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.
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