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.
Showing 555 reviews with 1 star · Clear filters
The response I received was automated. I know how long I was promised and it has been over 28 days. This is horrible customer service. I deserve better then a bot answer.
By Bob W.
Response from Upstep Custom Orthotics· Mar 17, 2023
Hello Bob, our customer representatives are live people and we do not use bots. We do have a template for an order status, of course. We appreciate your patience and your new custom orthotics will ship soon!
Never received my order. My account was charged, but no product.
By Hal S.
Response from Upstep Custom Orthotics· Mar 17, 2023
Hello. An order status has been emailed to you on Wednesday! We look forward to shipping your new orthotics!
No one understood the complaint I didn’t want the kit mailed back to me. The kit was returned because of medical reasons and not able to use it
By kathleen D.
Response from Upstep Custom Orthotics· Mar 17, 2023
Hello- thank you for returning the kit. We appreciate it.
I placed my order on February 5,2023 and i still don’t have my orthotics. It now March 12. I received only one update over three weeks ago and nothing since. Very unhappy.
By Debra M.
Response from Upstep Custom Orthotics· Mar 14, 2023
Hello Debra, please check your emails as our Foot Specialist Shahar sent you an order status yesterday. Please note, while the order was placed on 2/5, we are unable to start the design process until we received your impression kit. We appreciate your patience.
Well over a month & no orthotics.
By JB
Response from Upstep Custom Orthotics· Mar 14, 2023
Hi John, please note, while the order was placed on 2/4, we are unable to start the design process until we received your impression kit. We appreciate your patience.
I sent my “mold” in but never received the upstep insoles. They took my money though.
By customer
Response from Upstep Custom Orthotics· Mar 14, 2023
Hello, thank you for your order placed on 1/16. Please note, we are unable to begin the design process until we received your impression kit in February. Your order is now in the final stages of production and will be shipped shortly. Thank you for choosing Upstep!
When I received orthotics they looked just like the pre-made junk you can buy at any Walmart. (That's because they are. ) I thought I'd give it time to see if they felt any better. No. They certainly are NOT custom as they literally have zero contours, indents , or build up per my foot. All I did is get scammed out of almost $300 for two pairs of these $10 crap generic inserts like Dr Schollls. This company should be reported.
By customer
Response from Upstep Custom Orthotics· Mar 14, 2023
Hello, based on the name left on this review, we are unable to locate an order. However, our orthotics are made from high-quality EVA and polypropylene - the best materials in the industry today. We use Ethylene Vinyl Acetate (EVA) foam. EVA is a wonderful shock absorber that is heat moldable and has excellent shape retention. Because of its versatile uses, it is among the most popular of our manufacturing materials. EVA provides excellent cushion, comfort, and breathability, wicking away moisture and reducing friction. We use Polypropylene, lightweight, durable, and heat adjustable. Polypropylene is an industry-standard. Our orthotics can be designed as flexible, semi-rigid, or as rigid as you like to meet your needs from basic walking to the athletic activities. If you are unhappy please contact our customer care at [email protected]
I ordered my upsteps on January 11th. You all received my impressions on January 24th (I sent them back the day I received them). I have heard the same thing twice now on why I haven’t received my product: “We’ll bump you to 2nd day shipping and you’ll get them in 7-10 days.” I heard that 7 days ago. If I’d had known it would take this long or if you all were experiencing these kind of delays then it should have been made known before I bought your product so I might have shopped elsewhere. I am trying to recover from a foot injury and have been reliant on you to help in that process. I am beyond disgruntled. Edit 3/17: Received email Monday the 12th saying they were being reviewed and would be shipping. Next email the 14th they actually shipped. It’s the 17th and they haven’t made it. So much for 2nd day. I’m concerned that if there are changes to be made, this company will still fall back on broken promise after broken promise. Hope that’s not the case and their product has me changing my review.
By Clay
Response from Upstep Custom Orthotics· Mar 14, 2023
Hello! Your tracking information is available and we will email it to you shortly. Thank you for choosing Upstep!
