Upstep Custom OrthoticsReviews of upstep.com

Samantha was very attentive to my questions. I am hoping the orthotics work for me when they arrive.

Kasie was very helpful

Amazing! One chat exchange and my issue was resolved!

I’ll update this review once they process my refund. Similar to what other reviews have mentioned, I waited a while to get my first pair of custom insoles and I understand as I had to ship them back the mold. They tried to provide relief, and it didn’t work as intended after some remakes to the point they offered a refund. They asked me to ship back the orthotics which I did and it was delivered to them July 3rd. Their refund time is supposedly 7-10 business days and they asked me to send my bank information to wire back the money which I did on July 6th. Their website on the support page states the following, “ Not to worry, our satisfaction-guaranteed policy means you can either request a redo or get a full refund, no questions asked and no supporting proof required.” It has been 10 business days and I’m still waiting. Have I been scammed? We’ll see. And if anyone reading this doesn’t see the one star on the review change, it speaks volumes of the ethics of this company. Update: I emailed and a supervisor replied to me on July 18th, that it should be within a few days. I emailed on July 21st for an update and I was told my refund should be either tomorrow (today technically, July 24th) or in a few days. I do hope I get the refund this week because this wait time has been ridiculously lengthy Final Update: On July 26th, I was asked to review a wire template to confirm all details are correct and I replied to them the same day (it was correct). Later on the 26th, I was told the confirmation will be given to the finance department. On the 27th, the refund was given. Final thoughts: They tried helping me, but I couldn’t achieve the relief I wanted. Based on the brand and reputation, it isn’t the worst idea to give them a shot for orthotics. But at the same time, the refund process took over a month for me. So if you don’t mind risking it, go ahead. Otherwise, I recommend saving up money to get medical attention in person. I changed my initial one star review to a three star review, as the refund was processed.

They were pinpoint accurate in addressing the needs of my child. And she said they were “sooooo comfy cozy daddy” so in fact, there was no trouble for her wearing them repeatedly as required.

I wanted to check on the status of an order and forgot that our daughter used her email address. Kasie did a great job of finding our order and giving us an update via chat. I look forward to receiving our shoe inserts soon!

great customer service, super helpful!

Kasie was great and able to give me the answers I was looking for!