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 wonderful and helped me change the size that ordered asap and was very kind
By Nikki M.
Response from Upstep Custom Orthotics· Jun 26, 2023
Thank you for choosing Upstep for your custom orthotic needs! We are thrilled you chose our company to provide you the relief you are looking for!! We are here for you every step of the way- the Upstep way!
Kasie was very helpful and responsive when I entered my question. A pleasure to work with!
By Alex J.
Response from Upstep Custom Orthotics· Jun 26, 2023
You were a pleasure to assist!
Kasey was very helpful, I got a response I was looking for, and we have a plan for follow up as well.
By Erin
Response from Upstep Custom Orthotics· Jun 26, 2023
Thank you for the 5 stars and kind words! We let Kasie know!
I had a pleasant experience with your company and its representatives until Samantha Burks entered the thread in yesterday's email. I requested a return label for my insoles and she was the new correspondence I was paired with. She quickly started explaining the break in process which im already aware of since i wore the last pair for several weeks. Instead of over explaining the issues for a 3rd time with a new representative, I suggested she review the previous conversation threads for more info. Apparently Samantha did not like this response. She assured me that she had read the emails and that the problem was the break in period bc upstep is different than the other insoles. But the original thread was about ankle support in my right foot not my feet hurting from getting used to the product. The arch support is fantastic, but my right ankle continues to roll in and collapse. Samantha Burks was rude, unhelpful and still hasn't sent me a return label as she stated yesterday that she would.
By vanessa S.
Response from Upstep Custom Orthotics· Jun 26, 2023
Hello, we are sorry for the experience you encountered. We understand we provided a remake for you with more support to the right ankle to prevent your foot from rolling inwards. Since this was already the second time we designed your orthotics, all we ask is for you to use the orthotics more than a few times before returning them. Of course, we honor the return policy but at the same time, we want to ensure the orthotics are in fact, not providing the type of support you need by asking you to give them more than a few tries. We truly care about our customers as does Samantha. There is never ever any ill intent behind anything we recommend or suggest. All return labels are requested from a different department and Samantha will have to wait until it is issued to her before she can issue the return label to the customer. We are sorry the orthotics did not work out well for your situation, thank you for allowing us to try again.
Kasie was great. Steered me to the right product and explained a lot of what I needed to know. Likely would not have bought but for her.
By DSR
Response from Upstep Custom Orthotics· Jun 26, 2023
Thank you for taking a moment out of your day to share your experience. Welcome to the Upstep family!!
Love how quickly you get a response and get your questions resolved.
By HL
Response from Upstep Custom Orthotics· Jun 26, 2023
We love how you find that helpful and we appreciate the kind words!
I was answered quickly and the representative was very awesome!! Special shout out to Ms or Mrs. Mary!!!
By Steven Hardy J.
Response from Upstep Custom Orthotics· Jun 26, 2023
We made Mary aware of your shout out! You made her day! Thank you!
Agent was very helpful
By Travis D.
Response from Upstep Custom Orthotics· Jun 26, 2023
Hello Travis, thank you for taking a minute to provide your thoughts. It is very appreciated! High five to 5 stars!
