Upstep Custom OrthoticsReviews of upstep.com

Mary was able to find the solution in reordering my orthotics since I ordered size 12 W then Size 12 3E

So the process is easy. You insert your foot into the soft material, and it captures the impression of your feet. When I got my first insert set, they did not give me the relief I was looking for. So I contacted customer service to inquire about a refund, and they asked if they could have the on-site podiatrist contact me and work with me to modify & improve the inserts. So after we talked via email, he sent another pair of inserts for free. I tried them out, and they work great! So I spent around $200 for inserts that are just as good as my podiatrist prescribed inserts for $700.00 a pair. I will continue to use Upstep for all of my plantar fasciitis needs.

This company claims to remake your orthotics until you’re happy! What they don’t mention is it will take more than a month to get the remake and that there’s no other way to get in touch with customer service other than a generic email address. Responses to that email are sporadic and you’ll get someone different every time. I’m glad that they were willing to adjust them but when they do the remake, they won’t resend the kit out for an impression and they don’t ask follow up questions on what needs adjustment. They took 1 piece of information and that was it. The first pair made my partner’s knee hurt and my pair was so uncomfortable it made my foot pain worse. Still waiting to see if the adjustment is going to work but I’ve been waiting over 3 weeks to even hear that they’ve been shipped out.

I reached out to UpStep customer service today - for help with my new orthotics. I used the chat feature. I was lucky - I got to chat with Kasie. During our conversation, Kasie provided excellent service - very thoughtful and empathetic towards helping me. She asked all the right questions and ensured I would receive a quick followup. I was happy to have reached her for our chat. And if I was running a customer service company, I would hire Kasie today. UPDATE: I did receive the quick follow-up and customer service that Kasie promised. In fact, UpStep contacted me the following morning. 👍

Mary has been extremely helpful. She responds quickly and provides the necessary information as needed. She is an asset to your company!

Extremely responsive and customer oriented. It took some back and forth and more than one set of inserts but they stuck with me and got it right. Beyond expectations satisfied. And no extra charge for that.

she answered my questions as much as reasonably possible

There was almost no delay in customer support quick and painless