Monday, November 9, 2026 · Customer reviews of US businesses
The Fair Hearing score
Great
3,671 reviews
Upstep Custom OrthoticsSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
#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!
Upstep Custom Orthotics (upstep.com) has 3,671 customer reviews on The Fair Hearing, with an average rating of 4.2 out of 5.
3,671 approved reviews, newest moderated first
Mary was very helpful, quick on target responses!! Made this an easy process, this is my second order so I can have the orthodics in multiple shoes. Thanks Mary!!
By Jeffrey S.
Response from Upstep Custom Orthotics· Jun 25, 2024
Yay! We love to hear our team made this an easy process for you! Thank you for sharing!
Was sent the wrong size three times in a row. After the last time, they claimed my data was deleted - AFTER they had asked to hold on to my foot impressions so that they could make me new ones in the future! Are you holding onto them? Or deleting the CAD files? I was asked to ... use a measuring tape... to get my foot size. So they could remake them in the right size. Why go through the foot impression and sending in your shoe size rigamarole if it's up to a tape measure in the end? Rather than making the correct size, they made the wrong size a third time, scratched out the label, and wrote the correct size next to them. More than 5 MONTHS between my initial order (Feb 2, 2024) and giving up on the company (June 22, 2024). After around 3 months of wearing the correct size part of the foam has already flattened out and there is visible wear.
By JR
Response from Upstep Custom Orthotics· Jun 24, 2024
Hello, Thank you for sharing your concerns. We regret that we cannot investigate your situation fully without more details. To help us rectify this, please email [email protected] with your order number, and we will get back to you within 24 hours. Regarding your feedback, here are some points I can clarify: We keep your impressions on file for five years. They are only deleted if they exceed this time frame. For remakes, if size issues persist, we may request a measurement with a tape measure as a final step to ensure a perfect fit. This is a last resort, but we are committed to getting it right for you. The purpose of your impressions is not to provide us with your foot size alone. We also ask for your shoe size when you place your order because there are many factors in ensuring the right fit. The labels on your remake will reflect the original order size you chose. This does not mean the remake itself is that size. We understand this can be confusing, and we appreciate your feedback on this matter. Upsteps are 100% custom. While it may take some adjustments to achieve the perfect fit, you can do this from the comfort of your home, unlike multiple trips to the doctor’s office. We are constantly striving to improve our process, and your feedback is invaluable. We are sorry you were not satisfied, and we hope to make things right. Please reach out via email, and thank you for taking the time to share your experience.
Very helpful with my questions and pleasant
By braden E.
Response from Upstep Custom Orthotics· Jun 25, 2024
Thank you for your review!
Great help with answering my questions Kirsten. Appreciate it!
By Jose M.
Response from Upstep Custom Orthotics· Jun 24, 2024
The pleasure is ours! Thank you for taking the time to share a review!
It pains me to write this review, as I love their products, and until now loved their customer service. But I have to because of what just happened. They sent me an email with a promotion on 2 items; I bought them. They sent me 1, then proceded to pretend the promotion never existed, even in the face of me forwarding the email from them. Then they wanted to charge me a restock fee to return the one they sent me. If they had just said "look we sent that email by accident, and we can't accept that promotion", I would have understood. But for them to flat out lie to my face multiple times, I just can't accept that. If a negative review is the only way for them to see they should own up to their mistakes, here it is.
By Jake
Response from Upstep Custom Orthotics· Jun 24, 2024
Thank you for sharing your thoughts! Your feedback means everything to us!
Thanks Kirsten, very helpful and quick to respond
By Brian K.
Response from Upstep Custom Orthotics· Jun 24, 2024
Thank you so much for sharing your experience with our customer care team!
Mary was so helpful and answered all my questions and more
By Karissa
Response from Upstep Custom Orthotics· Jun 20, 2024
Thank you for sharing your experience with our customer care team!
These guys suck. Never get my order to me on time.avoid at all costs. I have a thousand emails from their marketing team too. Such a pain in the rear. Insoles aren’t anything special either
By Ray H.
Response from Upstep Custom Orthotics· Jun 20, 2024
Hello, Thank you so much for sharing your frustrations with us. We are sorry to hear your experience was less than satisfactory, and would like the opportunity to make this right. We sincerely appreciate your patience during the customization process. Please know that included with your purchase is a 180 day risk free trial. If you feel your custom orthotics are not helping, please email our customer care team at [email protected]. We hope to hear from you!
