UP2STEPReviews of up2step.com

Response from UP2STEP· Jul 23, 2026

Beste klant, Hartelijk dank voor uw prachtige en gedetailleerde review! Wat fijn om te lezen dat u de gok heeft gewaagd en zo tevreden bent over uw keuze. We zijn blij dat het maatadvies op basis van uw voetlengte goed heeft gewerkt en dat de laarsjes in twee maten zijn geleverd, zodat u de beste pasvorm kon kiezen. Het is geweldig om te horen dat u de hele dag complimenten krijgt — dat is precies waar wij het voor doen! En dat de levertijd van twee weken het wachten waard was, maakt ons extra blij. Nogmaals dank voor uw vertrouwen en voor het delen van uw ervaring. We hopen u snel weer te mogen verwelkomen! Met vriendelijke groet, Het Up2Step Team

Response from UP2STEP· Jul 23, 2026

Hello, Thank you so much for choosing Up2Step for such a special occasion! We're delighted that Bianca loves her shoes and that they're adding to the excitement for prom night. Knowing we could be part of such a memorable moment truly warms our hearts. We hope she has a wonderful time and we'd love to help you again in the future! With warm gratitude, The Up2Step Team

Response from UP2STEP· Jul 23, 2026

Hi Lori, Thank you for being a repeat customer — we truly appreciate your trust in us! We're so glad your first pair fit perfectly and that our team was able to help with the exchange for the second pair. Knowing that you found our customer service awesome and timely really encourages us to keep improving. We're grateful for your patience with shipping and can't wait to serve you again! With warm gratitude, The Up2Step Team

Response from UP2STEP· Aug 8, 2026

Hi Bonnie, We are truly sorry to hear about your experience and sincerely apologize for the frustration you've encounctered. We completely understand your disappointment regarding the return process of the shoes — this is certainly not the experience we want any of our customers to have. We would like to clarify that we do accept returns and refunds in accordance with our return policy, and we regret if this was not clearly communicated to you. We also understand that choosing the right size online can sometimes be challenging, as foot length is a reference — factors such as foot width, shape, and the specific shoe style can all affect fit. While we strive to provide accurate sizing guidance, we recognize that occasional fit issues may occur. After reviewing your case, we can confirm that our customer service team has already issued a refund to you. We did our best to reach a fair resolution. We are sorry that the process was not as smooth as we would have hoped. We truly appreciate your honest feedback and are taking steps to improve our communication and return guidance to prevent similar issues in the future. If you have any further questions or need additional assistance, please don't hesitate to reach out — we are here to help. With warm gratitude, The Up2Step Team

Response from UP2STEP· Aug 8, 2026

Bonjour, Nous vous remercions d’avoir pris le temps de nous faire part de votre préoccupation. Après avoir vérifié les informations de suivi de votre colis, nous pouvons vous confirmer que votre commande a bien été livrée avec succès le 5 mai 2026. Le numéro de suivi indique que les deux paires de chaussures sont arrivées à l’adresse indiquée. Nous sommes sincèrement désolés que cette expérience ne vous ait pas donné entière satisfaction, et nous espérons que vous apprécierez vos chaussures une fois que vous les aurez entre les mains. N’hésitez pas à nous écrire si vous avez besoin d’aide supplémentaire. Bien cordialement, L’équipe Up2Step

Response from UP2STEP· Jul 23, 2026

Hello, Thank you from the bottom of our hearts for such an incredibly kind and detailed review. We are truly moved by your words and deeply honored that you took the time to share your experience so openly and thoughtfully. At Up2Step, we believe that great products are only half the story — the other half is trust, honesty, and genuine care for the people who choose to shop with us. When we realized there was a sizing misunderstanding, we knew we had to make it right — not just because it was the right thing to do, but because we truly value our customers and the relationship we build with each one. Your appreciation for our efforts means more to us than you may know. It’s customers like you who remind us why we love what we do, and why integrity and accountability will always be at the heart of our brand. We are so happy that the replacements fit perfectly and that you now feel confident shopping with us again. Thank you for your trust, your understanding, and your beautiful words. We will continue to do our best to live up to the standard you’ve so kindly described. We can’t wait to welcome you back for your next pair! With endless gratitude, The Up2Step Team

Response from UP2STEP· Jul 23, 2026

Hi Shernaine, Thank you for your wonderful feedback! We're so happy that our team was able to assist you promptly and offer solutions that worked for you. It means a lot to know that you felt supported and valued throughout the process. We're honored that you'd consider purchasing from us again, and we look forward to serving you even better next time! With warm gratitude, The Up2Step Team

Response from UP2STEP· Mar 27, 2026

Hi Janine, Thank you for sharing your experience, and we sincerely apologize for the frustration and delays you've encountered. We truly value your patience and want to take a moment to explain the situation from our end. We understand that you placed two orders with us. For the first order, after you informed us that the shoes arrived damaged, we promptly issued a full refund as a resolution. For the second order, you mentioned that the size was too large, and we arranged a replacement pair for you. However, while the replacement was still in production, you expressed that you no longer wished to wait, and we respected your decision by processing a full refund for that order as well. We deeply regret that the timeline and communication did not meet your expectations, and we are truly sorry for any inconvenience this may have caused. We have shared your feedback with our team to improve both our production coordination and customer service response. If there's anything further we can do to assist you, please don’t hesitate to reach out. We wish you all the best and hope to have the opportunity to serve you better in the future. With warm gratitude, The Up2Step Team