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
Upstep has too many chefs that don’t have the basic history of the client. It’s always a hassle reordering.
By Louis W C.
Response from Upstep Custom Orthotics· Jan 4, 2023
Hello. Welcome back! We appreciate your loyalty and value your feedback about the rendering process. We are working on making that feature a bit more user friendly. If you have questions, please take advantage of our live chat on the website. Happy New Year.
Still waiting for insoles after molding completed and returned. No one answers customer service line. I am our $200 and will never use or recommend this company.
By customer
Response from Upstep Custom Orthotics· Jan 4, 2023
Hello Brian, we received your impression kit on 12/16. Our turnaround time during the holiday season is 24 business days. Your order is in production and will ship by the promised date. For faster service, you may contact [email protected] or take advantage of our live website assistance when you go to www.upstep.com thank you!
I ordered almost 5 months ago. I have not gotten it. They neglected to pay some import fees, so it’s stuck in Memphis. Never order from them.
By Matthew S.
Response from Upstep Custom Orthotics· Jan 4, 2023
Hello Matthew, this review had me perplexed, so I looked further into it to be sure that what you were saying wasn't true. After all, that would be a first, and we would owe you a huge apology if that were the case. Your orthotics are in transit- see tracking. https://www.fedex.com/fedextrack/?trknbr=390650387659&trkqual=2459899000~390650387659~FX You can copy and paste that tracking right into your browser. Your orthotics were delivered today at 11:03am. Thank you and Happy New Year!
My bank acct saying this payment is a fraud and wanted to see how I can get a refund i a the company a fraud I’m in pain and don’t want to be taken advantage of
By Customer
Response from Upstep Custom Orthotics· Dec 30, 2022
Hi there- please call 1800-945-4770. We are not sure why your bank would pose a red flag, but it may be because you never purchased from us before or perhaps, your bank just wants to make sure you are making the purchase.
To difficult to navigate web page
By David C.
Response from Upstep Custom Orthotics· Dec 30, 2022
Please take full advantage of our LIVE website assistance!! That is what we are here for!
You did not explain before I gave you my credit card that the insoles would work in only one type of shoe and that multiple pairs would be needed for different types of shoes. That was important info which would have impacted my decision to purchase. I have since asked for a refund so that I can think about it.
By Joan
Response from Upstep Custom Orthotics· Dec 30, 2022
While we design orthotics per your foot impression, we go the extra step and consider your footwear. This will only provide optimal customization for you. We design a 3/4 pair of orthotics that will fit in many more shoes.
Last week customer service stated orthotics were being made last week, then to be shipped. Yesterday they state they’re being made in a week. I don’t believe them.
By Robert
Response from Upstep Custom Orthotics· Dec 30, 2022
Please excuse the automated email. I understand there were conflicting emails. We are very sorry about that. As you know, feel free to reach out to us at [email protected] for one on one assistance.
Time! It's ridiculous to take 2 months to get insoles.
By customer
Response from Upstep Custom Orthotics· Dec 27, 2022
Hi there. Thank you for choosing Upstep! While you did place the order on 11/28, we did not receive your impression kit back until 12/13. We are unable to begin crafting your new orthotics until we have your impression kit. Your order is currently in production. Thank you!
