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 83 reviews with 2 stars · Clear filters
I am very unhappy. I waited a very long time, over a month, for these inserts only to find that they did not help my heal pain. I need to send them back.
By customer
Response from Upstep Custom Orthotics· Jan 24, 2024
Included with your Upsteps purchase is a 180-day risk-free trial that includes remakes at no additional cost to you. We have sent you an email, we will take care of this for you! Thank you!
Ordering process for returning customers appears to have issues. Placing an order using existing impressions is taking a lot longer than prior orders, while links for add'l insole information are not working.
By Darin
Response from Upstep Custom Orthotics· Jan 18, 2024
Hello, we are so thankful for your feedback. Our returning customers are valuable to us. Your feedback will be used to better our services and products. We understand the importance of customer satisfaction and strive to provide the best experience possible. At Upstep, we believe that our customers are the backbone of our business. That’s why we value your feedback and take it very seriously. We want to ensure that each interaction you have with us is a positive one, and your feedback helps us achieve that goal. As a returning customer, you already know what sets us apart from other businesses in our industry. Our commitment to quality, exceptional customer service, and innovative products make us stand out from the rest. And we couldn't do it without your support and loyalty. Your honest opinions and suggestions will not only help us improve our current services but also assist in shaping future decisions for Upstep.
I think it's really sleezy to offer an extra insole for $130 on the checkout page only to offer the same extra insole for $30 less after I already purchased the other one.
By Ron in W.
Response from Upstep Custom Orthotics· Jan 8, 2024
Thank you for bringing this to our attention, and we sincerely apologize for any confusion or frustration caused by the pricing discrepancy. We value your feedback, and it's essential for us to address and rectify any concerns. Please rest assured that we are actively reviewing our pricing structure to ensure transparency and fairness for our customers. Your satisfaction is our priority, and we want to make things right. We would appreciate the opportunity to discuss this matter further and find a suitable resolution. Please reach out to our customer service team at [email protected], and we will work to address your concerns promptly.
No notice of needing photos and then when going out to the camera it would not work. Manually going to camera you could then not navigate back to order. Rest of the site was pretty standard and functional
By db
Response from Upstep Custom Orthotics· Jan 4, 2024
We appreciate your feedback on the issue with the camera and navigation on our site. We apologize for any inconvenience this may have caused. Our team is actively working to improve the user experience, and your input helps us identify areas for enhancement. If you encounter any further issues or have additional feedback, please feel free to reach out. Thank you for bringing this to our attention, and we appreciate your understanding.
This is a reorder of the same orthotics and it shouldn’t take that long or require a new mold.
By Bryan S.
Response from Upstep Custom Orthotics· Dec 26, 2023
Thank you for reaching out and sharing your concern about the mold. We want to assure you that a new mold is not necessary for returning customers. Welcome back. So happy to hear your orthotics have served you well.
Really don't know why it's so hard for someone to call you back.
By Craig B.
Response from Upstep Custom Orthotics· Dec 1, 2023
We sincerely apologize for any difficulty you've experienced in getting a callback, and we understand the frustration this may have caused. Your feedback is important to us, and we're committed to addressing and improving our customer service processes. To better assist you, we kindly request additional details such as your order number or contact information. This will enable us to investigate the issue promptly and ensure that you receive the support you need. You can provide this information here or reach out to our customer support team directly at [email protected]
It's been 5 weeks. I received my foot mold promptly which was great. I got endlessly barraged by other offers from Upstep for the moment I ordered mine. I was notified that they are "working on them" and then "it’s taking longer than we thought cuz we are so busy". I've bought before and like the product. A bit disappointed in the barrage of email offers and lag. Update. It’s Dec 5 and just received email about further delay. Paid 2 months ago and still no product. Even less impressed with the overall process…
By R. S.
Response from Upstep Custom Orthotics· Nov 28, 2023
Thank you for sharing your feedback, and we apologize for any inconvenience caused by the barrage of email offers and the delay in processing your order. We understand your concerns, and we appreciate your patience during this busy period. We're committed to ensuring your satisfaction, and we'll use your feedback to improve our communication and service. If there's anything specific you'd like us to address or if you have further concerns, please reach out to our customer service team. We value your continued support.
Too many steps and questions
By Thomas
Response from Upstep Custom Orthotics· Nov 14, 2023
Thank you for reaching out and expressing your concerns. We completely understand the importance of transparency in our processes, and we appreciate the opportunity to clarify the significance of the questionnaire in crafting custom orthotics tailored to your unique needs. The questionnaire serves as a crucial tool in ensuring that your custom orthotics are designed with precision and accuracy. Each individual's feet have distinct characteristics and requirements, and the information gathered from the questionnaire allows our team to create orthotics that address your specific concerns and provide optimal comfort and support. By answering the questions thoughtfully, you contribute to the customization process, enabling us to consider factors such as foot shape, arch support, and any specific conditions or discomfort you may be experiencing. This meticulous approach ensures that the final product aligns seamlessly with your expectations and brings the maximum benefit to your foot health. We appreciate your cooperation in this process, and if you have any further questions or if there's anything else we can assist you with, please feel free to let us know. Your satisfaction is our top priority, and we are here to provide you with the best possible experience. Thank you for choosing Upstep.
