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
I just took my impression and am sending it off tomorrow. That process was as simple as it gets. To be continued..
By Daniel H.
Response from Upstep Custom Orthotics· Jan 10, 2023
Easy-peezy!! We love to hear that! We look forward to designing your new custom orthotics. We are confident these will be your go-to forever!
My order was paid in full, subsequently Upstep cancelled the order claiming that they won't sell me their product since I've seen a foot doctor in the past. Very disappointed. I had my order paid in full, only to have order cancelled with my monies returned because of previous Podiatrist visits for foot problems. Don't believe the spin and look elsewhere.
By Jake
Response from Upstep Custom Orthotics· Jan 10, 2023
Hello Jake, that is simply false information, and we really hope you were not misinformed. Perhaps its a miscommunication. We do not turn down anyone who is a candidate for orthotics. In fact, even though a prescription from a doctor is not needed, if you have one, we will design your orthotics based on the prescription. How fantastic is that!! A simple doctors visit for a prescription and allowing Upstep to deign the orthotics is what a lot of people do for a fraction of the cost! Again, a prescription is not needed but if you have one, please show us so we can help you!
Good response time and clear answers.
By Cathy S.
Response from Upstep Custom Orthotics· Jan 10, 2023
Perfect!! That is what we love to hear!!
I ordered my daughter's orthotics on November 1st. Website said 16 business days. That day came and nothing. I contacted them and they said it was now 25 days due to holidays. They said January 5th. Well, the 5th has come and gone. Nothing. I checked the status and it now says January 26th.My daughter needed them for her track season. Not going to happen. I wish I would have come here first. They say it's because of the holidays, but there are people who ordered in September and October who still haven't received them. They say they won't "rush" perfection. What is the point of giving a false turn around time then? Just be honest and let people know the truth about what could possibly happen. I don't get it. I requested a refund today and was told 5 days to receive it. If I don't get it I will be filing many complaints and contacting my lawyer. This is Bull****.
By Leslie P.
Response from Upstep Custom Orthotics· Jan 10, 2023
Hello. We have been delayed for the holiday season. You are correct. We know it is not long before we return to a shorter turnaround time. If you want to try Upstep in the future, if your alternative plan does not work out for you, please know we have your impression kit and will have it for five years. That means we can design immediately the next time you order, and the wait time will be fast. Thank you.
Customer support did not respond with any information just closed my request. I have not received my order and it has been over two months since my order was placed. I can't believe how quickly this company has failed as managing its sales. It is unfortunate they do not have any customer service to speak of. I received the automated message so I know my message was received and the rep wrote thank you for your email as well and that was it. Did not send any information regarding my order. Second attempt to contact customer service representative again ignored my actual request. Poor service not missing emails…
By Kristin
Response from Upstep Custom Orthotics· Jan 6, 2023
Hello. We are here to help you. If your email was not answered, please email us again. Perhaps it never got to us. We always answer emails that same day. [email protected] please ask for Samantha
Kristin Rizzo was very efficient at answering my question. She found what I needed in less than a minute and was kind and courteous to me. Thank you!
By Matthew M.
Response from Upstep Custom Orthotics· Jan 6, 2023
Fantastic!! Kirsten will be pleased to hear!
So I was thinking about trying this company, but after reading to cop-out responses to the customer complaints, I think I will just go to my pediatris and pay the same amount of money and have them in 4 days. To pay that kind of money and no face to face dr interaction....and have to wait months because of " holiday overload" on a orthotic? ......im not sold
By scott
Response from Upstep Custom Orthotics· Jan 6, 2023
Hello. We appreciate your feedback. We offer custom orthotics online, so you do not have to leave home. It's a huge convenience for most people. However, as much as we would like to have you as one of the thousands of customers we have helped, we understand if this is not for everybody. We do expedite orders when requested, which we would have done for you. If your alternative plan does not work out, please contact us, and we will be more than happy to prove to you why we are the #1 online orthotic company. Best Wishes.
I purchased my inserts back on Nov 16th…. I have received nothing but messages saying they will be delayed. Dec 13th I was told they wouldn’t arrive until Jan 4th. And now I check the status and they won’t be here until Jan 24th….. I will not recommend doing business with this company to anyone. *** Update post their response: *** Their response was that due to the holidays, the turnaround time is extended to 24 days (which they never said ahead of time) but even their current estimate puts the return at 40 working days (55 days total!) And I won’t be surprised if I get yet another notice of delay! ***** Update as of 1/12/23 ***** Didn’t even have to wait till the NEW delivery date to have it extended yet again…. Just logged in and they now extended the delivery date to Jan 30…. **** Update 1/16 **** What do you know…. Signed on to the tracking site today and found the delivery date pushed back YET AGAIN to FEBRUARY 3rd Funny, no more explanations coming from the company with each new delay regarding delivery. **** Update 1/20 The company’s reply stated they didn’t receive my impression kit until Dec 1st, yet when when I used the tracking number they provided it says they received it on Nov 25th.. So not only are they misleading (if not outright lying) but add another week in in the total delay. They sent one email saying “sorry, we are including a gift for the delay.” Unless they double my order, it won’t make up for waiting quadruple the promised delivery time.
By Shawn G.
Response from Upstep Custom Orthotics· Jan 6, 2023
Hi there, Shawn. Thank you for your order placed on 11/17/2022. We did not receive your impression back from you until 12/1/2022. Please keep in mind unless we have the impression kit, we cannot begin design, and it is a 24-business days turnaround during the busy holiday season. I promise you the orthotics are worth the short wait. After all, they are 100% custom and require a design an production period. Thank you so much! Welcome to the Upstep family, and Happy New Year!
