Upstep Custom OrthoticsReviews of upstep.com

Great customer service from Mary

fast and wanting to assist and make my experience better from Mary

This companies customer support/service is amazing! When I reached out for a remake for the first soles I received, it was done with no questions asked. The remake was for more arch support and I definitely felt the difference in the new ones that I received. Ryan was very helpful in answering my questions regarding the refund process. It truly was hassle-free.

Hands-down, the worst customer service experience. Out of three emails sent to their customer service, the first one was never replied to, the second one was replied to, but the reply was some sort of scripted response that didn’t get anywhere near answering my question or my concern, and the third finally got an actual response after asking if they just simply did not give an F. Even if I love this product, I will not be continuing business with them, customer service should not be that difficult. Edit: Upstep reached out to me through trust pilot claiming they wanted to reach out and fix this, yet gave me no way to reach back is it’s a one direction email with no ability to reply, my only option is to edit my review. Yet another example of how insufficient this customer service is - at this point they are just being ignorant or disrespectful or both. DO NOT CONTACT ME AGAIN.

It’s been months and I have still not received my refund. No communication, just an automated reply saying “thanks for reaching out, we’ll get back to you.” They never get back to me. Very unprofessional business model. Not only does the shipping take a long time, but the product is subpar and appears no better or “custom” than over the counter orthotics. UPDATE: 12/18/25- Still no resolution. I contacted customer service and they say they’ll add the concern to my open “ticket.”

Ryan was quick to respond about an issue I’d had with my order, and worked with me to make it right: even though the order had been placed months ago. I’m excited to receive my orthotics :)

I logged in thinking it was going to be a process to talk to someone. A real person got on, MAR,Y who helped me and made it so easy. I told her my problem she asked a few questions and I am supposed to get an email from design in a few days to get these insoles dialed in so I can wear them all day.

This company appears to have a real issue with honoring their return/satisfaction policy. I ordered custom orthotics in late August and received them in mid October (as expected). I tried them for a week and was unhappy with the results. Upon inspection they were thinner and less substantial than the Merrill inserts they were meant to replace and performed poorly. When I requested an RMA, I was met with multiple e-mails asking for a do-over. These offers were politely declined and I had to reiterate my refund request. After finally receiving the RMA paperwork and sending back the orthotics at my expense, I was informed that it would take three weeks to process the refund. Four weeks later, I reached out as the refund had not yet been processed and I was then told it would be resolved in 2-5 business days. We are now 10 business days past that promised resolution window in mid-December with no further responses from the company. I will be filing a formal complaint with the BBB. Edit in response to Upstep note on review dated 16 Dec. 2025: There has been no response directly from the company to me. In fact, there is no evidence of "an investigation". I have yet to receive a refund from them as of 26 Dec. 2025. Ironically, I did receive an e-mail on 23 Dec. asking me to rate their support. If you look carefully at their responses from all the one-star reviews, in combination with no evidence of resolutions on those reviews, it's clear these canned responses are only generated by the company to help persuade others reading them that they are a legitimate business. My advice, file a claim against them with your credit card company . . . that's the only way you'll get your money back.