Sunday, November 8, 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 with my order
By b G.
Response from Upstep Custom Orthotics· Jun 10, 2026
Thank you for your kind words! We're delighted to hear that Mary was able to assist you with your order and provide a positive experience. We appreciate your support and thank you for choosing Upstep!
This is the biggest scam I've seen. The product is junk. I already have arthritis and back problems, and these orthotics made the pain ten times worse. They are as stiff as a rock, and no, they do not break in after using them for a while. The worst part is that during the so-called custom mold process for the fittings, they send you generic emails like: 'We are analyzing your orthotic needs,' or 'We are making your orthotic, blah blah blah.' And before you even get your pair of orthotics, they send you an email every day asking you to buy at least one more pair. It's like going to a restaurant where the waiter wants you to order dessert before your appetizers even arrive. Now, don't even think about getting a full refund. I requested a full refund and explained to customer service the problems these so-called custom orthotics caused me. They were only willing to refund 70%, with the remaining 30% as a fee to ship my fittings back. I tried to get an answer from Ana on why they would only give me 70% back when they want the product returned—a product that, I remind you, is supposed to be custom-fit to my feet. Instead of providing an explanation, they just sent me an email asking me to rate them. This leads me to believe that these so-called custom orthotics are just generic ones produced in bulk in some Chinese factory. DO NOT BUY FROM THESE SCAMMERS!
By Adam O.
Response from Upstep Custom Orthotics· Jun 10, 2026
We're sorry to hear that you were dissatisfied with your experience and that your orthotics did not provide the comfort you were hoping for. While custom orthotics can require an adjustment period and may not work the same way for every individual, we understand how frustrating it is when they do not meet your expectations. We also apologize if our communications or refund process left you feeling unheard. Regarding refunds, our return policy includes a partial refund after the return of the orthotics and associated materials. We understand that you may disagree with this policy, but it is applied consistently to all eligible returns. We appreciate your feedback, as it helps us identify areas where we can improve both our products and customer experience.
These insoles have changed my life! I tried so many other brands and was still in so much pain. Using these insoles in all of my shoes have made my feet pain free! If your feet hurt all the time, you need to try UpStep insoles. You won’t regret it!
By Camille W.
Response from Upstep Custom Orthotics· Jun 10, 2026
Thank you for sharing your experience! We're thrilled to hear that your Upstep orthotics have made such a positive difference and helped relieve your foot pain. Knowing that our orthotics are helping you stay comfortable and enjoy daily activities with less pain is exactly why we do what we do. We truly appreciate your recommendation and thank you for choosing Upstep!
I was concerned I missed something regarding my order so I reached out to customer service. I met Mary who did a great job of giving details about the status of my order. She was thorough, reassuring and pleasant! I appreciate how assistive she was and feel in the know about my purchase and resources that I can reference in the meantime! Great job, keep it “Up”👀 👏🏽
By Q. J.
Response from Upstep Custom Orthotics· Jun 10, 2026
Thank you for your wonderful review! We're delighted to hear that Mary was able to provide clear updates and reassurance throughout the process. We appreciate your kind words and are thrilled that you felt informed and supported. Thank you for choosing Upstep, and we look forward to helping you every step of the way!
Mary was wonderful in helping me. Very kind
By Donna
Response from Upstep Custom Orthotics· Jun 10, 2026
Thank you for your kind words! We're so glad to hear that Mary was able to help and that you found her kind and supportive. We truly appreciate your feedback and thank you for choosing Upstep!
I am getting a second pair! Of inserts. So GOOD!
By magigi
Response from Upstep Custom Orthotics· Jun 8, 2026
Thank you for your wonderful feedback! We're thrilled to hear you're enjoying your orthotics so much that you've decided to order a second pair. Knowing they're helping you stay comfortable and active means a lot to us. We appreciate your continued trust and support!
Mary responded back to me in a timely manner and answered my questions with assurance . Thank You Mary.
By edward H.
Response from Upstep Custom Orthotics· Jun 8, 2026
Thank you for your kind words! We're delighted to hear that Mary was able to respond promptly and provide the reassurance you needed. We truly appreciate your feedback and are grateful for the opportunity to assist you.
Mary was exceptional with helping me with my double order mistake.
By Robert B.
Response from Upstep Custom Orthotics· Jun 8, 2026
Thank you for your kind feedback! We're delighted to hear that Mary was able to assist you with your duplicate order and make the process easy for you. We appreciate your support and will be sure to share your comments with her.
