Upstep Custom Orthotics (upstep.com) has a 3.5 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Health & Medical and its reputation is mixed. Opinions are polarized: 63% rate it 4 stars or higher while 35% give 1 star; The business has replied to 100% of negative reviews. Last updated 2026-08-10.
What people say
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Robert Spiegel · 1 review · Experienced 2026-08-04 ·
★★★★★
Exceptional experiance
I usually don’t write reviews but I must say the ordering and follow up has been exceptional. They respond quickly to all inquiries and bend over backwards to accommodate your request. I’m sure the insoles will be just as good.
Reply from Upstep Custom Orthotics2026-08-05
Thank you for taking the time to share your experience! We're thrilled to hear that the ordering process and support you've received have been exceptional. Our team is always happy to go the extra mile to help. We truly appreciate your confidence in Upstep and hope you love your custom orthotics when they arrive!
Ryan was awesome! He was able to quickly help me adjust my order before it shipped and made the whole process easy and stress-free. Really appreciate the quick response and great customer service! Highly recommend!
Reply from Upstep Custom Orthotics2026-08-05
Thank you for your wonderful review! We're thrilled to hear that Ryan was able to quickly adjust your order and make the process easy and stress-free. We'll be sure to share your kind words with him. We truly appreciate your recommendation and thank you for choosing Upstep! 😊👣
Not impressed so far the process is very long and drawn out, we have submitted photos of my wife's current orthotics 3 times and they keep asking to resubmit them.
Reply from Upstep Custom Orthotics2026-08-05
Thank you for your feedback. We're sorry to hear that the process has been frustrating and that you've been asked to submit the same photos multiple times. We understand how inconvenient this can be and appreciate your patience. Please contact us at [email protected] so we can review your order and help move the process forward.
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Upstep Screwed Me · 1 review · Experienced 2026-08-04 ·
★★★★★
Don't Do It
Don't Do It - Horrible fit for a custom orthotic - Not even close to fitting me
My feet hang off the sides of this so called "Custom Fit" - Way too narrow
Even worse is their surprise hidden refund policy where 30% is taken off refund cost of $250
Don't be Fooled - I wish I would have read more reviews showing all the complaints with this insert and this company - Amazon "Off the Shelf" fit much better than these at 10% of the cost
Reply from Upstep Custom Orthotics2026-08-05
Thank you for sharing your feedback. We're sorry to hear that the fit of your orthotics did not meet your expectations and that you were disappointed with the refund policy. We understand your frustration and appreciate you bringing your concerns to our attention. Please contact us at [email protected] with your order details so we can review your case and assist you further.
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Alexis Hamilton · 1 review · Experienced 2026-08-03 ·
★★★★★
Mary was very helpful
Mary was very helpful, took care of my issue and was very quick!
Reply from Upstep Custom Orthotics2026-08-03
Thank you for your kind review! We're delighted to hear that Mary was able to resolve your issue quickly and provide the help you needed. We'll be sure to share your kind words with her. Thank you for choosing Upstep! 😊👣
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joyce · 3 reviews · Experienced 2026-07-01 ·
★★★★★
The money back guarantee is no…
The money back guarantee is no guarantee at all. This is not a risk free purchase as it is made to seem. It’s been two months of patiently waiting for a refund on insoles that were very flimsy and did not form to my feet at all. Many of the positive reviews are based customer service before the process has played out.
Every communication invites you to rate their service, which at the early stage of the process, seems great, so five stars show up in far greater numbers than I can believe to be about the product itself. I recommend spending your money on a solid pair of supportive shoes, such as Orthofeet, instead of on sloppy insoles that go into unsupportive shoes.
Reply from Upstep Custom Orthotics2026-08-03
Thank you for sharing your feedback. We're sorry to hear that the orthotics did not meet your expectations and that you've experienced such a lengthy delay with your refund. We understand your frustration and take concerns regarding our refund process and communication seriously. Please contact us at [email protected] with your order details so we can review your case and follow up with our Finance team.
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KC · 2 reviews · Experienced 2026-08-01 ·
★★★★★
I do not recommend Upstep
I do not recommend Upstep. I never received my order, and after requesting a refund, it’s been over 90 days and I still haven’t received my money. Customer service is only available by email and has been completely ineffective. Save yourself the frustration and stay away from this company.
Reply from Upstep Custom Orthotics2026-08-03
Thank you for sharing your feedback. We're sorry to hear about the lengthy delay with your order and refund, and we understand your frustration. This is not the experience we want for our customers. Please contact us at [email protected] with your order details so we can review your case and follow up with our Finance team.
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Lou Lathon · 3 reviews · Experienced 2026-07-17 ·
★★★★★
The process was easy to follow-great results!
The process was easy to follow, and they were very thorough in making sure that my pair of orthotics would be perfect for my unique feet. I have extremely flat feet, and each one is slightly different. They made a perfect pair. I've tried several orthotics through several podiatrists and Upstep really took the extra steps to make them right for me. Mary is an extraordinary customer service representative who responded with patience and thoroughness to all of my questions-and believe me, I had many.
Reply from Upstep Custom Orthotics2026-08-03
Thank you for your wonderful review! We're thrilled to hear that your orthotics were made to fit your unique needs and that the process was thorough and easy to follow. It's especially rewarding to know that Upstep was able to provide the fit and support you were looking for. We'll be sure to share your kind words with Mary—she'll be delighted to know her patience and thoroughness made such a difference. Thank you for choosing Upstep!
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LoveMusic · 1 review · Experienced 2026-03-31 ·
★★★★★
DONT BUY FROM Upstep HORRIBLE COMPANY
I ordered this product from the from Upstep and soon after I decided not to move forward with this order. They indicated that the shoes that I wear daily would not be a good match for their orthotics so I requested a refund since March 2026 I’ve been trying to get a refund from this company. I finally got a email saying they’re gonna refund me 28 days ago they said the refund will become between 14 and 21 days. I still have not received my refund nor have I heard anymore from this company. I would not recommend this company to anyone.
Reply from Upstep Custom Orthotics2026-07-31
Thank you for sharing your feedback. We're sorry to hear about your experience and understand how frustrating it is to be waiting for a refund after your cancellation was approved. We sincerely apologize that the refund has taken longer than expected and that communication has not met your expectations. We'd appreciate the opportunity to review your case and provide an update. Please contact us at [email protected] with your order details so we can follow up with our Finance team and assist you further.
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Thomas Davis · 1 review · Experienced 2026-07-30 ·
★★★★★
Mary did an excellent job talking me…
Mary did an excellent job talking me off the ledge and almost cancelling my order
High-grade customer service made me give them the benefit of any doubt. If they employ and support a CSR like her, then they have to have something going on.
Reply from Upstep Custom Orthotics2026-07-31
Thank you for your wonderful review! We're thrilled to hear that Mary was able to address your concerns and provide the support you needed. It's especially rewarding to know her care and professionalism gave you the confidence to continue with your order. We'll be sure to share your kind words with Mary—she'll truly appreciate them. Thank you for choosing Upstep! 😊👣
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Steve Weidenheft · 3 reviews · Experienced 2026-07-29 ·
★★★★★
Customer service is very responsive and…
Customer service is very responsive and polite, they don’t hesitate to take care of any changes over time
Reply from Upstep Custom Orthotics2026-07-31
Thank you for your wonderful review! We're delighted to hear that our customer service team has been responsive, polite, and quick to help with any changes along the way. Providing ongoing support is important to us, and we're grateful for your kind words. Thank you for choosing Upstep!
Broken Promises and withheld funds - Upstep refuses to pay promised $399 Refund
Do not trust this company. I ordered custom sandals that arrived completely defective (too wide). Assistant Manager Ben emailed me on June 15 and 17 asking me to try an out-of-pocket repair first. He explicitly wrote: "you will get a full refund because have asked you to try out this solution this is my promise to you." To cooperate, I drove a two-hour round trip to a shoe repair shop and spent $10.The alteration did not fix the fit. On June 22, Ben promised a full refund plus the $10 repair cost. On June 23, Supervisor Mary confirmed the total refund amount in writing: "$339." They received my physical return on June 30 and promised an 18-business-day processing window, which expired on July 24.On July 17, a representative named Ryan emailed saying finance would reply in 2–5 days. They never did. When the deadline passed, I emailed again on July 24 requesting an update—completely ignored. I sent another email on July 28 stating that my credit card showed no credit and I had not heard anything from their finance department. Again, completely ignored. Today, I tried calling their customer service line only to get an automated message telling me to leave a voicemail.Upstep has completely gone silent. They are in physical possession of my returned sandals and are withholding $339 that their own management team guaranteed in writing. I have officially filed a bank dispute with Capital One and reported them to the FTC and BBB. Avoid at all costs.
Reply from Upstep Custom Orthotics2026-07-29
Thank you for sharing your feedback. We're sorry to hear about your experience and understand how frustrating this situation has been. We regret that the refund process and communication did not meet your expectations, especially after your return was received and a refund had been approved. We'd appreciate the opportunity to review your case and provide an update. Please contact us at [email protected] with your order details so we can follow up with our Finance team and assist you further.
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The Letter Lessons Teacher · 4 reviews · Experienced 2026-07-27 ·
★★★★★
My left knee and tight hip pain os gone.
They know how to do foot impressions. It made all the difference in my hip and knee.
Daisy was very sweet and patient with me. She had all the answers for my questions.
They did what was needed for me.
Thank you Upstep team.
Wulliam Martin
Reply from Upstep Custom Orthotics2026-07-28
Thank you for your wonderful review! We're delighted to hear your orthotics have made such a positive difference for your hip and knee. It's also great to know Daisy was sweet, patient, and able to answer all of your questions. We'll be sure to share your kind words with her. Thank you for your support and for choosing Upstep! 😊👣
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Stephen Spinner · 1 review · Experienced 2026-07-27 ·
★★★★★
Custom is the way to go!
The orthotics feel amazing and fit my foot perfectly. As soon I put them into my workout shoes and started walking around it felt right.
I wear a larger shoe and need space to minimize discomfort so I was concerned that the orthotics would be too bulky or wouldn’t fit shoes or feet correctly. They are perfect! Thank you
Reply from Upstep Custom Orthotics2026-07-28
Thank you for your wonderful review! We're thrilled to hear your orthotics fit your feet perfectly and felt comfortable right from the start. It's especially great to know they fit well in your workout shoes without adding unwanted bulk. We truly appreciate you sharing your experience, and thank you for choosing Upstep!
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Kris · 3 reviews · Experienced 2026-03-25 ·
★★★★★
The "custom" inserts are garbage
The "custom" inserts are garbage. My orthopedic agrees. They took forever to arrive. I sent them back a month ago despite the "restocking fee" they deduct from your refund, and I am still waiting for my account to be credited. Wish I had never bought these. What a waste of money.
Reply from Upstep Custom Orthotics2026-07-29
Thank you for your feedback. We're sorry to hear that the orthotics did not meet your expectations and that you've been frustrated by the refund process. We understand how disappointing it is to be waiting for your refund after returning your order. We'd appreciate the opportunity to review your case and provide an update. Please contact us at [email protected] with your order details so we can follow up with our Finance team and assist you further.
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EMILE · 2 reviews · Experienced 2026-07-27 ·
★★★★★
I am happy with the way you go about…
I am happy with the way you go about getting my orthotic ready in short order and the fact that I am able to wear the orthotic for about three years.
Reply from Upstep Custom Orthotics2026-07-28
Thank you for your wonderful review! We're delighted to hear you're happy with both the ordering process and the longevity of your orthotics. It's great to know they've continued to provide you with lasting support for about three years. We truly appreciate your trust in Upstep and thank you for choosing us!
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Amy Shoe · 1 review · Experienced 2026-07-01 ·
★★★★★
I was charged twice for the same order
I was charged twice for the same order. I have been trying to get a refund for the unauthorized duplicate chege since July 1 and was told I would get a refund. It has been 26 days now. I also canceled the original order and requested refund because I was no happy with lack of customer service. Again...I was promised a refund for this order as well on July 9th....still no refund for either of these and of course customer service number just says leave email address. You can not speak to anyone! I am ready to report you to Better Business Bureau. I intend to leave my experience and expose how this "company" works if my money is not refunded immediately!
Reply from Upstep Custom Orthotics2026-07-28
Thank you for sharing your feedback. We're sorry to hear about your experience and understand how frustrating it must be to be waiting on refunds, especially after being charged twice and requesting updates. We take concerns like yours seriously and would appreciate the opportunity to review your case. Please contact us at [email protected] with your order details so we can investigate both refunds and provide you with an update as soon as possible.
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Ryan · 1 review · Experienced 2026-07-27 ·
★★★★★
The running orthotics have helped me…
The running orthotics have helped me run injury free for a year now.
Reply from Upstep Custom Orthotics2026-07-28
Thank you for your wonderful review! We're thrilled to hear your running orthotics have helped keep you injury-free for the past year. Knowing they've supported you in staying active and running comfortably means a lot to us. Thank you for choosing Upstep, and we wish you many more healthy miles ahead!
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CollinY · 4 reviews · Experienced 2026-07-26 ·
★★★★★
These inserts work
I have had relief in my calves, knees and hips through wearing and renewing these Upstep inserts over the last 8 years. I have them in my gym shoes, running shoes and daily shoes. They have been a game changer.
Reply from Upstep Custom Orthotics2026-07-28
Thank you for your wonderful review! We're thrilled to hear that your Upstep orthotics have provided lasting relief for your calves, knees, and hips over the past eight years. It's especially rewarding to know they've become an essential part of your gym, running, and everyday shoes. Thank you for your continued trust and support—we're honored to be part of your journey! 😊👣
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Robert Hardcastle · 4 reviews · Experienced 2026-06-08 ·
★★★★★
My refund was due over 3 weeks ago
My refund was due over 3 weeks ago, and now you just ignore inquiries. You have caused my HSA account to be frozen and other medical expenses are not able to be paid. I asked for a refund 2 days after order, there should not be an issue. Please refund my funds do we can move on with our lives. This is very unprofessional, and terrible business practices on your part. I’m sure they’ll reply to this with please reach out to their customer service, but that’s as far as it will go. I e contacted you guys at your ci tact, but you never reply, glad you had the time to reply to this. Your customer service is shit!
Reply from Upstep Custom Orthotics2026-07-28
Thank you for your feedback. We're sorry to hear about your experience and understand how frustrating this situation has been, especially given the impact on your HSA account. We sincerely apologize for the delay and the lack of communication. We'd appreciate the opportunity to review your case and provide an update. Please contact us at [email protected] with your order details so we can follow up with our Finance team and assist you further.
