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
J
John from Annapolis · 1 review · Experienced 2026-07-01 ·
★★★★★
If you have Plantar Fasciitis don't get…
If you have Plantar Fasciitis don't get the $500. option from your Podiatrist look to UpStep for the same quality at half the price. They are custom made to your foot and work well. They ship quickly and their customer service is always available if you have an issue. I'm now a customer for life!
Reply from Upstep Custom Orthotics2026-07-02
Thank you so much for your wonderful review! We're thrilled to hear that your custom orthotics have provided the support and comfort you were looking for. It's especially rewarding to know that you've found them to be a great value and that our customer service team has been there when needed. We truly appreciate your trust in Upstep and are honored to have earned a customer for life! 😊👣
T
Terri · 1 review · Experienced 2026-06-30 ·
★★★★★
Very responsive and efficient…
Very responsive and efficient interactions. They were especially helpful after my dog chewed up the packaging on the foot impressions I was able to mail back to them. The only problem was that after every email I sent, I would receive a message indicating that their mailbox exceeded capacity, which would make me think that perhaps they hadn't received the communication. But I always heard from them quickly thereafter. I don't have the final product yet, but I am optimistic that their professionalism will result in a perfect set of orthopedic inserts!
Reply from Upstep Custom Orthotics2026-07-03
Thank you for your thoughtful review! We're delighted to hear that our team was responsive and helpful throughout the process, especially after the unexpected mishap with your impression kit. We also appreciate you bringing the mailbox notification issue to our attention. We're glad our team was still able to respond promptly and keep things moving forward. Thank you for your patience and confidence in Upstep—we hope you'll love your custom orthotics once they arrive! 😊👣
c
customer · 4 reviews · Experienced 2026-07-02 ·
★★★★★
Mary with Upstep was very helpful…
Mary with Upstep was very helpful navigating a broken tracking link on the order status page. Thank you Mary!
Reply from Upstep Custom Orthotics2026-07-03
Thank you for your kind review! We're delighted to hear that Mary was able to help resolve the issue with the tracking link and provide the assistance you needed. We'll be sure to share your feedback with her. Thank you for choosing Upstep!
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Jenni · 1 review · Experienced 2026-05-21 ·
★★★★★
Do not waste your money
Will not refund my money after waiting 6 weeks. Do not purchase the insoles. The insoles are similar to the ones that already come in your shoe definitely not worth it
I have called and emailed multiple times already and they do not respond
Reply from Upstep Custom Orthotics2026-07-02
Thank you for your feedback. We're sorry to hear that you were disappointed with both the refund process and the orthotics you received. We understand how frustrating it can be to wait longer than expected and feel that the product did not meet your expectations. We'd appreciate the opportunity to review your concerns further. Please contact us at [email protected] with your order details so our team can assist you directly.
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Ethan Baker · 1 review · Experienced 2026-06-30 ·
★★★★★
Mary was very great and attentive and…
Mary was very great and attentive and solved my problem quickly
Reply from Upstep Custom Orthotics2026-07-01
Thank you for your kind review! We're so glad to hear that Mary was attentive, helpful, and able to resolve your issue quickly. We'll be sure to share your feedback with her. Thank you for choosing Upstep!
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Aaron · 1 review · Experienced 2026-06-29 ·
★★★★★
Lack of durability needed for regular wear
With a month of use the cushion on the front of the foot was flat where my foot makes contact and feels like walking on concrete. The sides of the insole are Fraying. I am disappointed because I bought the all day versions and i feel like they are making things worse.
Reply from Upstep Custom Orthotics2026-06-30
Thank you for your feedback. We're sorry to hear that your orthotics have not performed as expected and that you're experiencing discomfort after only a month of use. This is certainly not the experience we want for our customers. We'd appreciate the opportunity to review your concerns and see how we can help. Please contact us at [email protected] with photos of the orthotics and your order details so our team can assist further.
M
M E from 🇺🇸 · 6 reviews · Experienced 2026-06-24 ·
★★★★★
Upstep customer service is superior
Upstep customer service is superior! I interacted with Mary, a customer care supervisor and she was so knowledgeable and helpful. I sent an inquiry, about an hour later I had all the information I needed. Upstep orthotics are life-changing products and the people who make up the company are wonderful.
Reply from Upstep Custom Orthotics2026-06-25
Thank you so much for your kind words! We're thrilled to hear that Mary was able to provide the information you needed so quickly. It's especially rewarding to know that your Upstep orthotics have made such a positive difference in your life. We truly appreciate your support and are grateful to have you as part of the Upstep family! 😊👣
WARNING!! I finally got reimbursed just now, for a simple reorder (no impressions needed) in mid-april, had to get my credit card to go after them. The reorder was never placed, they kept asking more questions and stalling, then I asked for refund of $328., they went silent after agreeing they would send to finance...
It's a messy situation now at Upstep, I would avoid. I am going to start over somewhere else!
BTW - the foam wears out at about a year of wearing and you have to reorder.
Reply from Upstep Custom Orthotics2026-06-25
Thank you for your feedback. We're sorry to hear that your reorder and refund experience was so frustrating. We understand how disappointing it is when communication and processing do not meet expectations. We appreciate you sharing your experience, as it helps us identify areas where we need to improve. If there's anything further we can assist you with, please reach out to us at [email protected]. We wish you all the best moving forward.
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GEORGIA · 2 reviews · Experienced 2026-06-23 ·
★★★★★
The staff were great to work with
The staff were great to work with, especially Ryan. He was very kind, helpful, and knowledgeable. Everyone at Upstep helped me with my concerns and responded to all of my communications and met my requests. It seems to be a company built on integrity. I recommend them highly.
Reply from Upstep Custom Orthotics2026-06-25
Thank you so much for your wonderful review! We're delighted to hear that Ryan and the rest of our team provided the kind, knowledgeable support you deserved. Your comments about our integrity and commitment to helping our customers mean a great deal to us. We truly appreciate your recommendation and thank you for choosing Upstep! 😊👣
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Megan · 1 review · Experienced 2026-06-23 ·
★★★★★
Kind rep named Mary helped me
Kind rep named Mary helped me. Prompt service.
Reply from Upstep Custom Orthotics2026-06-25
Thank you for your kind review! We're delighted to hear that Mary was able to provide prompt and helpful service. We'll be sure to share your kind words with her. Thank you for choosing Upstep! 😊👣
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Thomas Swander · 4 reviews · Experienced 2026-06-23 ·
★★★★★
Upstep is the most customer focused…
Upstep is the most customer focused company I've ever dealt with.
Reply from Upstep Custom Orthotics2026-06-25
Thank you so much for your incredible compliment! We're truly honored to hear that you consider Upstep the most customer-focused company you've ever worked with. Providing exceptional products and outstanding customer care is our top priority, and your kind words mean the world to our team. Thank you for your support and for choosing Upstep! 😊👣
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BeachDiva · 3 reviews · Experienced 2026-06-23 ·
★★★★★
Mary was extremely helpful
Mary was extremely helpful. I have a size and a half difference AND a problem with pes cavus so need orthodic.
Reply from Upstep Custom Orthotics2026-06-25
Thank you for your kind review! We're so glad to hear that Mary was able to help you with your unique needs. We'll be sure to share your wonderful feedback with her. Thank you for choosing Upstep, and we hope your custom orthotics provide the comfort and support you're looking for! 😊👣
Mary from customer service was incredibly helpful in helping me understand the timeline for my order and ensuring I got the best price. She helped me get Father's Day pricing even though my questions will need a little more time to answer and extend beyond the sale. Thanks Mary!
Reply from Upstep Custom Orthotics2026-06-23
Thank you for your kind review! We're so glad to hear that Daisy was able to assist you with your orders and provide the follow-up she promised. We'll be sure to share your wonderful feedback with her. Thank you for choosing Upstep—we truly appreciate your support! 😊👣
J
Jennifer Fe Pascua · 2 reviews · Experienced 2026-06-19 ·
★★★★★
Very disappointed with the refund…
Very disappointed with the refund process.
I canceled my order on June 2 and was told that my refund would take 14–18 days to process. I waited the full timeframe as instructed. When I followed up, I was then told to wait an additional 3–5 business days. After waiting again and reaching out for another update, I received no response.
It’s frustrating to keep being given new timelines while still not receiving the refund or any meaningful communication. Customers deserve better transparency and follow-through.
Reply from Upstep Custom Orthotics2026-06-23
Thank you for your feedback. We sincerely apologize for the frustration and disappointment you've experienced with the refund process. We understand how frustrating it is to be given multiple timelines and then not receive the communication or follow-up you expected. Your concerns regarding transparency and responsiveness are valid, and we appreciate you bringing them to our attention. Please reach out to [email protected] so we can review your case and provide an update.
L
L. Myers · 2 reviews · Experienced 2026-06-17 ·
★★★★★
I am a repeat Upstep customer
I am a repeat Upstep customer. A year ago, I could barely walk, suffering pronation in my right foot. Upstep orthotics have made it possible for me to walk pain free. Upstep Customer Care is prompt, kind and solves problems (if you have one) right away!!
Reply from Upstep Custom Orthotics2026-06-22
Thank you for being a loyal Upstep customer and for sharing your experience! We're thrilled to hear that your orthotics have helped relieve your pain and made walking comfortable again. It's also wonderful to know that our Customer Care team has provided the prompt and supportive service you deserve. We truly appreciate your trust in Upstep and look forward to continuing to support you on your journey to better foot health! 😊👣
It’s great, I just received a discount for your sandals 🩴, but honestly, the price still feels quite high to me. Birkenstocks are already considered expensive, yet they are still more affordable in comparison.
I completely understand that your sandals are fully customized and orthopedic, and that’s exactly why I can appreciate the value they provide. After trying your insoles and experiencing the health benefits, I would definitely love to own a pair of your sandals in the future. For now, though, they are a bit outside my budget. Thank you very much for the discount and for considering me.
Reply from Upstep Custom Orthotics2026-06-22
Thank you for your thoughtful feedback and for sharing your perspective. We're delighted to hear that you've experienced the benefits of your Upstep insoles and appreciate the value of our custom orthopedic sandals. We completely understand that the investment may not fit everyone's budget, and we truly appreciate your honesty. Thank you for considering our sandals, and we hope to have the opportunity to help you enjoy them in the future. We appreciate your support and wish you continued comfort and healthy steps! 😊👣
F
Fred Wisbar · 3 reviews · Experienced 2026-06-16 ·
★★★★★
Upstep is da BEST
Love Upstep, I have FLAT FEET. and would not make the day without their inserts. Very affordable compared to other companies. I left a message to return my call and was very prompt in doing so. They will always be my go to for inserts.
Reply from Upstep Custom Orthotics2026-06-22
Thank you for your wonderful review! We're thrilled to hear that your Upstep orthotics provide the support you need and help keep you comfortable throughout the day. It's also great to know that our team was able to respond promptly when you needed assistance. We truly appreciate your loyalty and are honored to be your go-to source for orthotics. 😊👣
J
Justin · 1 review · Experienced 2026-06-16 ·
★★★★★
Great orthodics
Reply from Upstep Custom Orthotics2026-06-17
Thank you for your review! We're thrilled to hear you're enjoying your orthotics. Providing comfortable, high-quality custom orthotics is our top priority, and we're grateful for your support. Thank you for choosing Upstep!
S
Susan Fowler · 3 reviews · Experienced 2026-06-16 ·
★★★★★
Quick Responses
The timing of when I sent the email about the sandals and when Mary responded was the next day for me was fantastic.
It takes days for other company customer service responds
Reply from Upstep Custom Orthotics2026-06-17
Thank you for your kind review! We're delighted to hear that you received a prompt response and that Mary was able to assist you with your questions about the sandals. We know how important timely communication is, and we're glad your experience stood out. We truly appreciate your support and thank you for choosing Upstep! 😊👣
J
Joe Ghio Foster City Joe · 1 review · Experienced 2026-06-15 ·
★★★★★
Shipping delays
I've already ordered two pair of these insoles. Two years later I'm reordering and they're dragging their feet (pun intended) in shipping them to me. Every email sounds AI generated. I'll probably find another company for insoles after this.
Reply from Upstep Custom Orthotics2026-06-15
Thank you for your feedback. We're sorry to hear this reorder experience has not met your expectations. We understand how frustrating delays can be, especially as a returning customer, and we apologize if our communication felt impersonal. We appreciate your past support and hope to have the opportunity to provide a better experience moving forward.
