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... Leggi di più
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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... Leggi di più
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... Leggi di più
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... Leggi di più
Dettagli dell'azienda
Scritti dall'azienda
#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!
Informazioni di contatto
4,3
Eccellente
3704 recensioni
Ha risposto al 98% delle recensioni negative ricevute
Solitamente risponde entro 1 settimana
Come questa azienda usa Trustpilot
Scopri come vengono raccolte, valutate e moderate le loro recensioni e valutazioni.
Great people and attention to detail.
Upstep impresses with great service and most importantly with attention to detail. For orthotics for me, small details really have made a difference and Upstep delivers. Thanks to everyone there who has helped me.
5 febbraio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
Thank you so much for your thoughtful review! We’re glad to hear our service and attention to detail made a meaningful difference for you. We truly appreciate your trust in us and your kind words to the team!
Misleading website and poor product
Orthotics I received did not fit my feet at all, they were worse than super feet and are a very different shape than the custom orthotics I've received in the past. There's a full inch difference in the arch height. The website clocking that there is a 30% restocking fee is bs as well.
5 febbraio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
We’re very sorry to hear about your experience and that the orthotics did not meet your expectations. This is certainly not the outcome we want for our customers.
Because our orthotics are custom-made based on each customer’s individual impressions, adjustments or a remake can sometimes be needed to achieve the best fit and support. We do offer options to help improve the fit whenever possible.
Your feedback is important to us, and we would appreciate the opportunity to review your order and see how we can help. Please reach out to our support team with your order details so we can assist you further.
Cheaply made and were not effective for…
Cheaply made and were not effective for my feet. My feet are flat and these barely lifted my arch. Horrible an to buy anything off Fcustomer service. Took over a month to receive them. They claim a risk-free guarantee and then charge you 30% to return. Hardly risk-free. You can get better orthotics from Temu. I should know better than to buy anything off Facebook. Total scam.
5 febbraio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
We’re very sorry to hear about your experience and that the orthotics did not meet your expectations. This is certainly not the outcome we want for our customers.
Because our orthotics are custom-made based on each customer’s individual impressions, adjustments or a remake can sometimes be needed to achieve the best fit and support. We do offer options to help improve the fit whenever possible.
We also apologize for the longer delivery time and for any frustration caused by our return policy. Your feedback is important to us, and we would appreciate the opportunity to review your order and see how we can help. Please reach out to our support team with your order details so we can assist you further.
Mary was great in answering my…
Mary was great in answering my questions.
5 febbraio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
Thank you so much for sharing your experience with Mary! She truly is a valued asset to our team!
Best investment I've made on myself in a long time!
1. Great customer service - responsive and very good at providing order updates.
2. Outstanding product. Day one, I put the inserts in my shoes, went to work, stood all day and had ZERO pain! Life changing! Thank you!!!
2 febbraio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
Thank you so much for this amazing review! We're thrilled to hear our team kept you updated and that your insoles made such a big difference from day one. Standing all day with zero pain is truly life-changing, and we’re so glad we could help. We appreciate you choosing us!
This was my first time and I felt good…
This was my first time and I felt good about the way it was all set up.
5 febbraio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
Thank you so much for your kind words. We really appreciate it!
Mary understood my request and…
Mary understood my request and immediately got back to me with acknowledgement.
3 febbraio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
Thank you for your review! We are glad Mary could understand your request and get back to you quickly. We appreciate you choosing Upstep!
I chatted with Ryan and he was very…
I chatted with Ryan and he was very helpful and professional.
3 febbraio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
Thank you for your nice words about Ryan! We will pass this to him and we appreciate you choosing Upstep!
super helpful
Mary was super helpful in getting the information that I need to make a decision about purchasing my orthopedic inserts.
3 febbraio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
Thank you for your review! We’re glad Mary was able to provide the information you needed. We appreciate you considering us!
I contacted Upstep today to inquire how…to order without having to go through the entire process again, since you have my information on file.
I contacted Upstep today to inquire how I can order another pair of orthotics (my fifth). I had some questions about discounts and shipping lead time and Ryan was fast to respond and incredibly professional. I don't hand out these types of compliments without thought...I was in retail for over 50 years, including 22 years as owner...Ryan was awesome!!!
1 febbraio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
Thank you for your wonderful review! We’re glad Ryan was able to answer your questions quickly and provide the level of service you expected. We truly appreciate your continued trust in us and your many orders!
Got my order and in 2 weeks I got 17 marketing emails!
I ordered two pairs early December. Took 6 weeks for me to get them which seemed a bit long but it also was overlapping the holidays. Got the insoles 2 weeks ago and have not tried them yet. The problem isn't there.
I got 2 pairs which are supposed to last 1-2 years each but in the two weeks since I got them I have received 17 marketing emails. This is just ridiculous! It's past just marketing, even past spam... Feels like it's borderline harassment. Haven't even tried the insoles and yet I already have "brand fatigue" and I would never order from them again.
16 gennaio 2026
Non scritta su invito
Risposta di Upstep Custom Orthotics
We’re sorry if the volume of emails felt overwhelming, that’s certainly not the experience we want anyone to have.
Our emails are intended to share updates and helpful information, but we completely understand that preferences vary. You can unsubscribe at any time using the link at the bottom of any email, which will immediately stop future messages.
We appreciate you sharing this feedback with us and apologize for any frustration it caused.
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 gennaio 2026
Non scritta su invito
Risposta di 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 gennaio 2026
Non scritta su invito
Risposta di 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 gennaio 2026
Non scritta su invito
Risposta di 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 gennaio 2026
Non scritta su invito
Risposta di 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 gennaio 2026
Non scritta su invito
Risposta di 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 gennaio 2026
Non scritta su invito
Risposta di 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 gennaio 2026
Non scritta su invito
Risposta di 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 gennaio 2026
Non scritta su invito
Risposta di 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 gennaio 2026
Non scritta su invito
Risposta di 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.
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