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
Easy of use and professional approach
By Peter R.
Response from Upstep Custom Orthotics· May 2, 2024
Thank you so much for sharing your experience with Upstep Custom Orthotics! Your feedback means the world to us!
Love the product, HATE the order process and customer service - Almost impossible to use the website for reorder, or to order inserts for a different shoe.....took me weeks to actually get someone to talk with me so I could order
By DMS
Response from Upstep Custom Orthotics· Apr 26, 2024
Hello, Thank you for your feedback, and we're glad to hear that you love our product. We sincerely apologize for any difficulties you experienced with the order process. We understand the importance of a smooth re-ordering process, which is why we have a dedicated section on our website to make re-orders easy. Additionally, when re-ordering, you have the opportunity to add any additional information to your new order to ensure it meets your needs. We're sorry to hear that you encountered challenges with using our website for reorders or ordering inserts for different shoes. Your experience is important to us, and we're committed to improving our processes to make them more user-friendly. If you have any further questions or need assistance with placing an order, please don't hesitate to reach out to us directly. We're here to help and ensure that you have a positive experience with Upstep Custom Orthotics.
The insoles I received have very little support. I sent several pictures showing how these insoles compare to my current orthotics. I have sent five emails over the past week and left one voicemail, and they are not responding to me. I made my purchase because of their money-back guarantee.
By Paul
Response from Upstep Custom Orthotics· Apr 26, 2024
Hi Paul, Thank you for bringing this matter to our attention. We're sorry to hear about the lack of response to your emails and voicemail. It's unusual that you haven't received a response, and we want to ensure that you're reaching out to the correct email address. Please double-check that you're contacting our customer care team at [email protected] for assistance with your concerns. We understand the importance of addressing your issues promptly, especially with regards to our money-back guarantee. Our customer care team is dedicated to helping you, and we apologize for any inconvenience this delay may have caused. Thank you for your patience and understanding as we work to resolve this matter.
Mary was fast to respond and answered my questions. She made the changes I didn't even know I had the options to make by changing one pair to multi-sport and she suggested changing the color to make it easier to tell them apart.
By Happy C.
Response from Upstep Custom Orthotics· May 2, 2024
Hi there, Thanks for sharing your experience! It's awesome to hear that Mary was able to jump in and help out so quickly, especially with those suggestions you didn't even know were options. If you have any more questions or need anything else, just let us know. We're here to make sure you're taken care of!
Mary, my Service rep was responsive and helpful
By Anoop S.
Response from Upstep Custom Orthotics· May 2, 2024
Thank you for sharing your experience with Mary with us! We are so happy she was able to assist you!
I am so disappointed with this company. I purchased these insoles. I broke them in properly and they were terrible. I've had a far better experience with the inserts you can buy from amazon for $24.99. Response time for refunds takes a couple of weeks, which I find to be unacceptable, but eventually got my refund. Just a terrible product regardless of the price, but definitely really overpriced too. Would never recommend and I'm honestly shocked that there are actual foot doctors that back this company.
By Aaron D.
Response from Upstep Custom Orthotics· Apr 26, 2024
Hello, We're genuinely sorry to hear about your disappointment with our custom orthotics. We understand that custom orthotics may not suit everyone, and we regret that our product didn't meet your expectations. Our goal is to provide high-quality products that offer exceptional support and comfort, and we're disheartened to learn that you found them to be inadequate compared to other options. We take customer feedback seriously and are constantly striving to improve our products and services. We appreciate your honesty and will use your comments as an opportunity to make necessary adjustments. Regarding your experience with our refund process, we apologize for any inconvenience. We're continually working to streamline our procedures to ensure more efficient resolution for our customers. While we understand your frustration, we're committed to delivering effective solutions and providing the support you deserve. If there's anything further we can do to assist you or if you have any additional feedback, please don't hesitate to reach out to us at [email protected]. Thank you for sharing your experience, and we sincerely apologize for any inconvenience you've experienced.
Mary was extremely helpful and very friendly
By Tom S.
Response from Upstep Custom Orthotics· May 2, 2024
We appreciate you taking the time to share the experience you had with us!
Mary ROCKS! Thanks to her my email was updated on my account immediately without any issues. Thanks Mary!
By Maegen F.
Response from Upstep Custom Orthotics· May 2, 2024
This is awesome! We have let Mary know of your kind words!
