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.
Thank you for your wonderful review! We're so glad to hear your orthotics are a great fit and comfortable to wear. We truly appreciate your support and thank you for choosing Upstep! 😊👣
prompt reply to query, exactly the info i wanted. excellent job.
Thank you for your kind review! We're thrilled to hear you received a prompt response with exactly the information you were looking for. We truly appreciate your feedback and thank you for choosing Upstep!
To start, they can follow through with their word. I know issuing refunds isn’t fun, but it’s part of doing business. Over 30 days since refund approval was received but not a dime. Never answer phone calls, and generic email replies from the reps. Answer to your reply: I’ve already used your email to no avail, get your generic reply, when we get one. You are liars!
Thank you for your feedback. We're sorry to hear about your frustration with the refund process and communication. We understand how disappointing it is when expectations and timelines are not met. Please contact us at [email protected] with your order details so we can review your case and provide an update. We appreciate the opportunity to assist you.
Easy to order and great customer service after the fact. I said I was a size 12 but when. I took photos of my shoe, I discovered I'm actually wearing size 13's. I messaged support and they were able to update the order immediately, and I was also able to request a lift be added to my right orthotic. Really excited to get them in! Thanks Miles and Mary for the help!
Thank you for your wonderful review! We're delighted to hear that the ordering process was easy and that our team was able to quickly update your shoe size and accommodate your request for a lift. We'll be sure to share your kind words with Miles and Mary. We truly appreciate your support and hope you love your orthotics when they arrive! 😊👣
Such a great experience. Ryan with the customer support team was so helpful with the questions I had. The process was super easy, and they even sent me a new shipping label because I wasn’t ready by the time my original label expired. 10 out of 10!
Thank you for your wonderful review! We're thrilled to hear that Ryan was able to answer your questions and make the process easy for you. We're also glad we could help with a new shipping label when you needed one. Your kind words and 10 out of 10 rating mean so much to us. Thank you for choosing Upstep! 😊👣
Excellent customer service. I worked with Ryan, a foot care specialist. Wonderful to work with through the entire process. Responsive, knowledgeable and cared about my situation. Answered all my questions right away. Thanks!!
Thank you for your wonderful review! We're delighted to hear that Ryan provided such responsive, knowledgeable, and caring support throughout the process. It's our goal to ensure every customer feels heard and supported, and we're glad Ryan was able to answer all of your questions and make your experience a positive one. Thank you for choosing Upstep!
Please stay clear of this company. The so called 180 day money back guarantee will cost you 30% of your purchase for orthotics that will cause more pain than you had before. I ordered 2 pair, after weeks of waiting, I was sent one pair for a 21 day trial period which at that point is when it becomes a 30% restocking fee for retuns. Horrible orthotics, no live person to speak to, communication from the company is automated and not a real person. Save yourself the headache and go to a foot doctor where orthotics can be properly fitted and adjusted. UpStep is NOT the place! Read the Google reviews and believe them! I wish I had!
Thank you for your feedback. We're sorry to hear that your experience did not meet your expectations. We understand your frustration regarding the orthotics, communication, and refund policy. Customer feedback is important to us, and we take concerns like yours seriously. If you'd like us to review your case further, please contact us at [email protected] with your order details. We appreciate the opportunity to address your concerns.
Kept up to date on the progress of my order. Very thorough!
Thank you for your kind review! We're delighted to hear that you felt well informed throughout the process and appreciated the updates on your order. We strive to provide clear and thorough communication every step of the way. Thank you for choosing Upstep! 😊👣
I had mistyped my email when I made my order which didn't bother me much since I usually don't care about receipts however my FSA needed it (my first time with FSA so I did not know). Thankfully I was able to email the company and Mary quickly helped me change the email and gave me the receipt that I needed for my FSA. She was also able to give me the tracking info so that I could keep an eye on my delivery date. If the orthotics are as good as the employees that work at UpStep I know my feet are going to be feeling much better!
Thank you for your wonderful review! We're so glad Mary was able to quickly assist with updating your email, providing the receipt for your FSA, and helping you track your order. We'll be sure to share your kind words with her. We truly appreciate your support and hope your orthotics provide the same great experience as the service you received. Thank you for choosing Upstep!
it was handled quickly and the issue was resolved
Thank you for your review! We're glad to hear that your issue was handled quickly and resolved to your satisfaction. We appreciate your support and thank you for choosing Upstep!
Mary took care of me She was very helpful let me know how to return and sent me a label via email and we will find out from here on when I get my return of my funds she's very helpful and very considerate. Let me know how you guys refund and how much I was going to get a refund. I was upset that I was not getting her full refund when you guys save money back guarantee and that's not her fault That's the way your system works when you get a money back guarantee you should let people know they're not getting all their money back that you actually keep $70.00. thank you very much.
Thank you for sharing your experience. We're glad to hear that Mary was helpful, considerate, and able to guide you through the return process while providing clear information about your refund. We'll be sure to share your kind words with her. We also appreciate your feedback regarding the refund policy. We understand your frustration and recognize the importance of making refund terms as clear and transparent as possible. Thank you for taking the time to share your thoughts, and we appreciate the opportunity to assist you.
I was upfront about my stroke and left sided hemiparethesis from the start, but it seems the design team and everyone at upstep are more about making money than actually helping anyone. I wore these orthotics a few weeks slowly introducing them into my life style, I started to develop blisters and friction burns on my feet, so I reached out because they have what they advertise as a 6 month return policy, I thoroughly was seeking to give them a chance because even though they are the most expensive insoles or even shoes I have bought, I have been dealinng with excruciating pain since my stroke, I was then told by their customer care team that needed pictures of the sores and I had to pay some of the cost to return these orthotics which I did, it's been over a month still no refund and I just keep getting the run around, what a pathetic company you have a customer return your sub par poorly designed in sole but then refuse to refund my money I will be posting review on every social media, and review website, I sincerely hope burning me for 249.99 is worth your loss of respect and reputation. Starting to think these weirdos just wanted pictures of my feet...creepy. but why make me jump through all these hoops and then tell me after lie Respectfully, John Joseph
Thank you for your feedback. We're sorry to hear about your experience and understand your frustration. Please contact us at [email protected] with your order details so we can review your case and provide an update. We appreciate the opportunity to assist you.
I ordered a pair of custom insoles that ended up causing me lasting pain. I contacted their customer service for a refund it has been 2 months and their customer service department has been dodging me after they approved a refund and sent back my insoles. Their customer service has missed several deadlines when they said they would respond to me or provide a shipping label. They missed the date they would provide a refund and their customer service will not respond. Overall terrible experience. This is the type of behavior I would expect from scam artists. I wish I would have never tried this company or their product. Their customer service is one of the worst I've ever had to deal with.
Thank you for your feedback. We're sorry to hear about your experience and understand your frustration regarding the refund process and communication. Please contact us at [email protected] with your order details so we can review your case and assist further. We appreciate the opportunity to address your concerns.
Ryan was very helpful in regard to all my questions, and help me with a solution. Great customer service.
Thank you for your kind review! We're delighted to hear that Ryan was able to answer your questions and help find a solution. Providing great customer service is our top priority, and we're glad you had a positive experience. Thank you for choosing Upstep! 😊👣
I ordered in March, was not happy with customer service. Have asked for a refund of my money. I still have not received anything from them 😞
Thank you for your feedback. We're sorry to hear that you were dissatisfied with your experience and that your refund has not yet been received. Please contact us at [email protected] with your order details so we can review your case and provide an update. We appreciate the opportunity to assist you.
Ryan did an excellent job helping me navigate a difficult situation. He was understanding and efficient in his compliance with my request. I’m very grateful.
Thank you for your kind review! We're delighted to hear that Ryan was able to help you through a difficult situation with understanding and efficiency. We'll be sure to share your feedback with him. We truly appreciate your support and thank you for choosing Upstep! 😊👣
Ryan's response to my query was prompt and resolved the issue.
Thank you for your kind review! We're glad to hear that Ryan responded promptly and was able to resolve your issue. We'll be sure to share your feedback with him. Thank you for choosing Upstep! 😊👣
Still trying to break them in... not very comfortable compared to orthodontics I get from my podiatrist
Thank you for your feedback. We're sorry to hear that your orthotics have not yet been as comfortable as you'd hoped. The break-in period can vary from person to person, but we understand your concerns, especially when comparing them to previous orthotics. We'd love the opportunity to review your experience and see if any adjustments may help. Please reach out to us at [email protected] so our team can assist you further.
Ryan responded so quickly to my request and graciously accommodated a correction needed to my order that 100% my own fault. This level of responsiveness and helpfulness is truly rare unfortunately these days. I'm very grateful!
Thank you for your wonderful review! We're thrilled to hear that Ryan was able to assist you quickly and accommodate the correction to your order. Providing responsive and helpful service is something we take great pride in, and we're glad Ryan made the process easy for you. We truly appreciate your kind words and thank you for choosing Upstep!
That is great you are a prior customer! If you need to ask any questions, please email [email protected]!
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