Upstep Custom Orthotics

Missed Dates, charges for nothing, and unwilling to refund

I had previously ordered from Upstep before and the process was much smoother then. Recently I tried to replace those inserts and it has been nothing but poor communication and missed dates/deadlines. So I reached a point where I asked and was granted a refund (minus a 15% restocking fee even though I had not been notified they were in process after being 2 weeks late), now I am a few days past the 14-18 business window (which seems excessive) and my refund is late! After this experience I would caution anyone to use this company, I certainly will not be using them in the future.

Can we really do zero?

Can we really do zero?! I have been trying to get a refund on my order and I just get an automated message saying that someone will be in touch in a couple of days. There’s never a phone number attached to the email so that I can call them and complain. If you have the money for insoles, go to your local podiatrist for better service.

Avoid This Company

Avoid This Company — Refund Guarantee Was Not Honored My experience with this company was extremely poor. The orthotics I received felt cheaply made, did not fit properly in my shoes, and were nowhere near the quality I expected for the price. The company advertises a 30-day money-back guarantee, but despite repeated requests over nearly two months, I did not receive the promised refund. I was repeatedly told that someone from Finance would contact me, yet no one ever did. I ultimately had to dispute the charge with my bank to recover my money. The company also appears to operate from the UK rather than through a meaningful U.S.-based customer service presence, which made resolving the issue even more difficult. Their BBB rating was also listed as an “F” when I checked. Based on my experience, I strongly recommend avoiding this company. Comparable over-the-counter orthotics are available online for a fraction of the cost, without the frustration and poor customer service I experienced.

Amazing Assistance in Finalizing Upstep Order

I begun the process of registering my Upstep impression kit in May 2026, and forgot to finalize it. I reached out to Customer Support and Customer Care Supervisor Mary was incredible. She facilitated the process for me to upload the needed pictures and even created a new shipping label since the initial label expired. She verified my residential address, which actually changed between May 2026 and July 2026. If she had not asked, that would have created a problem in me receiving my insoles. Mary's customer service was above and beyond.

I purchased custom orthotic inserts last year and custom orthotic sandals this year

I purchased custom orthotic inserts last year and the entire process was explained and went well. Great communication throughout the entire process. This month I purchased the new custom orthotic sandals. There was a hick-up delay in customs as the sandals come from an Upstep factory in Spain (which I was not aware of), but it was simple to rectify and I now have the sandals. Like my first purchase last year the communication was great, as was the products. I will continue to be a repeat customer and will purchase further products from Upstep as I need them.

Excellent transaction from initial contact

Excellent transaction from initial contact to the delivery. Outstanding quality orthotics. These are actually higher quality than I had gotten through the podiatrist. Great communication throughout the process. Highly recommended!

Mary was great!

Quick response from a live agent not AI

Awesome Daisy

Daisy was friendly, responsive, and addressed all my questions. Moreover, she clarified certain issues very well. She is definitely an asset to the company and will make customers happy and generate more repeat buyers.

Ryan was great.

Zero!

Zero!! Upstep company is very hard to deal with, been asking for a refund since they changed the order mid way. Then after I asked for a refund, a minute after I placed the order! I’ll I’m getting is run around! My next step to to report them to the better Business Bureau! Do not buy products from these people

Absolute disaster!

Absolute disaster! I’m trying to get a refund for a product that didn’t work for me, and the whole process is taking forever. Every time I contact customer support, they’re completely unhelpful. They just keep saying that someone from the finance department will get in touch “soon,” but nothing ever happens.To make matters worse, they keep missing the deadlines they set themselves.First, they provide misleading information about their refund policy. They never disclose the significant fee they allegedly charge for customizing the product, so you’re not entitled to a full refund anyway. What’s even more concerning is that there’s no mention of this fee anywhere on their website.On top of that, they simply refuse to process my refund without providing any clear explanation. This experience has been incredibly frustrating and completely unacceptable. Be aware, and avoid this company at all costs

Frustrated

Right now, I’m frustrated with the process

No quality control- 1 out of 3 pairs fit.

I really loved the quality and fit of my first pair of upsteps. My wifes first pair arrived and were way to large. Upstep asked her to 'cut them to fit' she didn't feel it was appropriate at this price point, and upstep agreed to replace them with a second pair of my inserts. The replacement inserts arrived after 3 weeks and I tried to put them in. This pair of inserts are easily a half inch to large for any shoeI tried them in. For fun I tried them in all my size 13 shoes with removable inserts, including Columbia hiking boots, nobull lifting shoes, vans, nike, and merrels.) I trimmed them to fit by cutting down the toe, but now once inserted, the arch is too far forward and the insert doesn't work. At this point i don’t feel like waiting another 3-5 weeks for a replacement. Hopefully, Upstep can get handle on their quality control.

My Upstep Custom Orthotic experience

Upstep customer service team were very prompt and professional in answering my questions and asking the right questions to process my order!

Service and product are crap

I paid over $200 for custom insoles from Upstep they sent me the impression kit then it took almost a month to get the insoles Once I got them they did not look custom at all they was thin foam inserts with a hard plastic on bottom but i gave them a chance so I used them for two months but they made my feet feel worse than real custom orthotics from a dr The company states 180 day refund but if you read fine print that’s with a 30% fee because of material but when you ask for a refund and send back the insoles they give you a run around telling you 18 days after they get them back you will get a refund so far I have waited 36 days and still no refund and when I send request for where refund is they say they sent request to refund team and will get reply back in 2to 5 business days I would not trust this company at all they are thief’s and are just stealing peoples money for cheap insoles u can buy on Amazon cheaper

SCAM

SCAM! They will take your money, cancel your order and not refund you. They are scammers. Do not trust them.

Absolutely fantastic customer service

Absolutely fantastic customer service, good deal, easy ordering. I don’t know about the product yet because I haven’t received it, but I had a snafu with my FSA and Ryan helped me fix it in a day. Huge props.

Great Customer Service

I haven't received the product yet so I can't comment on the fit, but my interaction so far with customer service has been excellent.

I wish I could give zero stars

I wish I could give zero stars. Requested that they cancel my order and refund. Not only is their refund policy WORSE than if I received the orthotics, but it has been a month and I have not received a refund. I have contacted them several times and only gotten one response several weeks ago. Unable to get in contact again. Very frustrated. Avoid this company!