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
K
Kate F · 1 review · Experienced 2026-06-15 ·
★★★★★
I have not received my replacement…
I have not received my replacement impression kit. When I wrote last week to inquire as to the status, I received a msge that it was sent… the person never bothered to read the attached email which indicated I was getting a replacement, and gave me info on the old kit. When I wrote back to clarify, I have been receiving numerous replies thanking me for my positive feedback. Very frustrating. I just want an answer.
Reply from Upstep Custom Orthotics2026-06-17
Thank you for your feedback. We sincerely apologize for the frustration and confusion you've experienced regarding your replacement impression kit. We understand how disappointing it is to receive inaccurate information when you're simply looking for an update.
Please reach out to [email protected] so we can review your order and provide you with the information you need. We appreciate your patience and the opportunity to assist you further.
While trying to get an update on my order, I did hear back from a very resourceful and help customer service representative-Mary!
She was considerate of my needs and offered a positive solution!
Looking forward to receiving my insoles! Fingers Crossed.
BP
Reply from Upstep Custom Orthotics2026-06-15
Thank you for your kind review! We're so glad Mary was able to provide the update you needed and help find a positive solution. Delivering helpful, thoughtful customer service is very important to us, and we're delighted to hear that your experience reflected that. We truly appreciate your patience and trust, and we have our fingers crossed right along with you that you'll love your insoles once they arrive! 😊👣
J
Jared Stein · 1 review · Experienced 2026-06-15 ·
★★★★★
Mary was super helpful!
Reply from Upstep Custom Orthotics2026-06-17
Thank you for your kind words! We're delighted to hear that Mary was able to help. We'll be sure to share your feedback with her. We truly appreciate your support and thank you for choosing Upstep! 😊👣
D
David · 7 reviews · Experienced 2026-06-01 ·
★★★★★
Existing customer who reordered orthotics
I am an existing customer of Upstep who had not ordered orthotics since 2023. Since then I have moved overseas and changed my email address. Despite this Upstep located my file with the fitting size and made me new orthotics. Although Upstep do not ship to international addresses they shipped my order to a friend who lives in the US. I will pick them up when I travel to the US later this year. Based on this I am very happy with the service I have received.
Reply from Upstep Custom Orthotics2026-06-12
Thank you so much for your kind review! We're delighted that we were able to locate your previous records and help make the reordering process as smooth as possible, even after your move overseas. We truly appreciate your flexibility with the shipping arrangements and are glad we could assist. We hope your new orthotics serve you well, and we look forward to supporting you again in the future. Safe travels, and thank you for choosing Upstep! 😊
R
Robert Nassivera · 1 review · Experienced 2026-06-12 ·
★★★★★
100% money-back guarantee (minus 15%)
After I waited a couple weeks, I contacted them to find out where my order was and they said they had lost it! Then they gave me a delivery date that is 43 days after they received my foot impression kit. FORTY-THREE days, and to add insult to injury, they gave me a delivery date of July 4th. You think there will be any deliveries made on July 4th? I asked for a refund and was told the 100% money-back guarantee involved a 15% cancellation fee. WHAT A RIP-OFF.
I am still waiting for the insoles to be delivered so I cannot comment on the quality of the product. I am disgruntled and disappointed with the way they mis-handled my order. I wonder if I would have happened if I waited two months instead of two weeks to contact them.
Reply from Upstep Custom Orthotics2026-06-15
Thank you for sharing your experience. We sincerely apologize for the frustration caused by the delay and the confusion surrounding your order. We understand how disappointing it is to receive conflicting information and to feel that your concerns were not handled appropriately. Your feedback regarding communication, turnaround times, and our cancellation policy is valuable and has been shared with our team for review. We appreciate your patience and hope the orthotics, once received, will help restore some of your confidence in our service.
m
mare hughes · 1 review · Experienced 2026-06-10 ·
★★★★★
My impression kit was damaged from…
My impression kit was damaged from delivery and I will need to start the process again. Not the fault of Upstep. Mary, from customer service, notified me to let me know of this and to also say another kit was coming my way. Though disappointed that my kit was damaged upon arrival, Mary from customer service did what she could to get the ball rolling again :-) So appreciated! Cannot wait for my orthotics!
Reply from Upstep Custom Orthotics2026-06-12
Thank you for your understanding and for taking the time to share your experience! We're sorry that your impression kit was damaged during transit, but we're glad we were able to quickly get a replacement on its way to keep things moving forward. We'll be sure to share your kind words with Mary—she'll be delighted to know her communication and support made a difference. We truly appreciate your patience and can't wait for you to receive your custom orthotics! 😊👣
This is the second time I've ordered from upstep the first pair of custom orthotics I got from upstep work for me for 5 +years. I'm just renewing them now.
Reply from Upstep Custom Orthotics2026-06-12
Thank you for being a loyal customer and for sharing your experience! We're thrilled to hear that your first pair of custom orthotics provided you with over five years of support and comfort. That's exactly what we strive for. We appreciate your trust in Upstep for your renewal and look forward to helping keep you moving comfortably for years to come. Thank you for choosing us again! 😊
G
G MAN · 1 review · Experienced 2026-06-05 ·
★★★★★
The customer service department is…
The customer service department is committed to helping you solve any issues or questions you may have. I had some issues with my new orthotics so I called and spoke to Mary. Talk about fast response, she got back to me within the hour after researching departments. That's great service thank you Mary. The doctors who received my message gladly answered me and decided to provide me with another orthotic with modifications to hopefully fit me with the perfect inserts. They are legit with there product and want you to get relief from pain and will do everything they can. I know it seems high priced, but what would you spend going to a podiatrist who would do they same thing to custom make inserts. Skip all that and call up step I'm glad I did.
Reply from Upstep Custom Orthotics2026-06-10
Thank you for your wonderful review! We're so glad Mary and our team were able to assist you and provide a solution to help improve your comfort.
We truly appreciate your trust in Upstep and your recommendation. Thank you for giving us the opportunity to support your journey to better foot health!
These insoles have changed my life! I tried so many other brands and was still in so much pain. Using these insoles in all of my shoes have made my feet pain free! If your feet hurt all the time, you need to try UpStep insoles. You won’t regret it!
Reply from Upstep Custom Orthotics2026-06-10
Thank you for sharing your experience! We're thrilled to hear that your Upstep orthotics have made such a positive difference and helped relieve your foot pain.
Knowing that our orthotics are helping you stay comfortable and enjoy daily activities with less pain is exactly why we do what we do. We truly appreciate your recommendation and thank you for choosing Upstep!
b
b gil · 1 review · Experienced 2026-06-09 ·
★★★★★
Mary was very helpful with my order
Reply from Upstep Custom Orthotics2026-06-10
Thank you for your kind words! We're delighted to hear that Mary was able to assist you with your order and provide a positive experience.
We appreciate your support and thank you for choosing Upstep!
A
Adam Osman · 2 reviews · Experienced 2026-06-01 ·
★★★★★
This is the biggest scam I've seen
This is the biggest scam I've seen. The product is junk. I already have arthritis and back problems, and these orthotics made the pain ten times worse. They are as stiff as a rock, and no, they do not break in after using them for a while. The worst part is that during the so-called custom mold process for the fittings, they send you generic emails like: 'We are analyzing your orthotic needs,' or 'We are making your orthotic, blah blah blah.' And before you even get your pair of orthotics, they send you an email every day asking you to buy at least one more pair. It's like going to a restaurant where the waiter wants you to order dessert before your appetizers even arrive. Now, don't even think about getting a full refund. I requested a full refund and explained to customer service the problems these so-called custom orthotics caused me. They were only willing to refund 70%, with the remaining 30% as a fee to ship my fittings back. I tried to get an answer from Ana on why they would only give me 70% back when they want the product returned—a product that, I remind you, is supposed to be custom-fit to my feet. Instead of providing an explanation, they just sent me an email asking me to rate them. This leads me to believe that these so-called custom orthotics are just generic ones produced in bulk in some Chinese factory. DO NOT BUY FROM THESE SCAMMERS!
Reply from Upstep Custom Orthotics2026-06-10
We're sorry to hear that you were dissatisfied with your experience and that your orthotics did not provide the comfort you were hoping for.
While custom orthotics can require an adjustment period and may not work the same way for every individual, we understand how frustrating it is when they do not meet your expectations. We also apologize if our communications or refund process left you feeling unheard.
Regarding refunds, our return policy includes a partial refund after the return of the orthotics and associated materials. We understand that you may disagree with this policy, but it is applied consistently to all eligible returns.
We appreciate your feedback, as it helps us identify areas where we can improve both our products and customer experience.
C
Christopher DePriest · 4 reviews · Experienced 2026-06-08 ·
★★★★★
What a bad experience that never ends!!!!
What a joke….read my previous review of how inept they are. After I canceled a week ago, I got an email saying they shipped them today. No refund…until I return them.
They then sent an email saying there just wasn’t enough time to cancel, which is a lie. Shady business practices here.
Beware!!!! This company is run like a game of twister.
Reply from Upstep Custom Orthotics2026-06-10
We're sorry to hear that you're frustrated with your experience. We understand how disappointing it can be when an order ships after a cancellation request has been submitted.
Because your orthotics are custom-made, there are times when production has already progressed beyond the point where a cancellation can be processed. In those cases, the order must be completed and shipped, and any applicable refund is handled once the product is returned according to our policy.
We apologize for the frustration this situation has caused and appreciate your feedback. Our team remains available to assist you with the return process and answer any questions you may have.
D
Donna · 1 review · Experienced 2026-06-08 ·
★★★★★
Mary was wonderful in helping me.
Mary was wonderful in helping me.
Very kind
Reply from Upstep Custom Orthotics2026-06-10
Thank you for your kind words! We're so glad to hear that Mary was able to help and that you found her kind and supportive.
We truly appreciate your feedback and thank you for choosing Upstep!
Q
Q. Johnson · 2 reviews · Experienced 2026-06-08 ·
★★★★★
In the know every “Step” of the way 🤣
I was concerned I missed something regarding my order so I reached out to customer service. I met Mary who did a great job of giving details about the status of my order. She was thorough, reassuring and pleasant! I appreciate how assistive she was and feel in the know about my purchase and resources that I can reference in the meantime! Great job, keep it “Up”👀 👏🏽
Reply from Upstep Custom Orthotics2026-06-10
Thank you for your wonderful review! We're delighted to hear that Mary was able to provide clear updates and reassurance throughout the process.
We appreciate your kind words and are thrilled that you felt informed and supported. Thank you for choosing Upstep, and we look forward to helping you every step of the way!
e
edward Henry · 2 reviews · Experienced 2026-06-03 ·
★★★★★
Mary responded back to me in a timely…
Mary responded back to me in a timely manner and answered my questions with assurance .
Thank You Mary.
Reply from Upstep Custom Orthotics2026-06-08
Thank you for your kind words! We're delighted to hear that Mary was able to respond promptly and provide the reassurance you needed. We truly appreciate your feedback and are grateful for the opportunity to assist you.
m
magigi · 8 reviews · Experienced 2026-06-03 ·
★★★★★
I am getting a second pair
I am getting a second pair! Of inserts. So GOOD!
Reply from Upstep Custom Orthotics2026-06-08
Thank you for your wonderful feedback! We're thrilled to hear you're enjoying your orthotics so much that you've decided to order a second pair. Knowing they're helping you stay comfortable and active means a lot to us. We appreciate your continued trust and support!
s
scott saxon · 6 reviews · Experienced 2026-06-04 ·
★★★★★
These are not custom.Poor product and worse customer service
These are not custom.Poor product and poor customer service. After I received my initial 2 pairs I contacted customer service and they sent out a new pair quickly. Despite that my issue is still not better. I then asked for a refund and they went 100% silent. 2 weeks and 8 messages with no reply. Stay far away from this scam!
Reply from Upstep Custom Orthotics2026-06-08
We're sorry to hear that your experience did not meet your expectations. We appreciate that our team was able to promptly provide a replacement pair, but we understand your frustration that the issue was not resolved. We also apologize for any delays in communication regarding your refund request. Please contact us directly with your order information so we can review the status of your case and assist further.
R
Robert Benchek · 4 reviews · Experienced 2026-06-03 ·
★★★★★
Mary was exceptional with helping me…
Mary was exceptional with helping me with my double order mistake.
Reply from Upstep Custom Orthotics2026-06-08
Thank you for your kind feedback! We're delighted to hear that Mary was able to assist you with your duplicate order and make the process easy for you. We appreciate your support and will be sure to share your comments with her.
M
Michael · 3 reviews · Experienced 2026-04-24 ·
★★★★★
Dishonest company.
This company will not reimburse me for a purchase I canceled over a month ago. They keep promising someone will reach out and no one does. I'm out $349. This company has no integrity.
Reply from Upstep Custom Orthotics2026-06-04
We’re very sorry to hear about your experience and understand your frustration. Delays with refund requests are never our intention, and we sincerely apologize for the lack of communication. Please contact us directly with your order information so we can review your case, provide an update, and work toward a resolution as quickly as possible.
G
Greg · 2 reviews · Experienced 2026-06-01 ·
★★★★★
I asked a question via email and had…
I asked a question via email and had the answer I was looking for surprisingly fast. I always appreciate good customer service. Thanks Ryan.
Reply from Upstep Custom Orthotics2026-06-04
Thank you for your wonderful feedback! We're delighted to hear that Ryan was able to provide the information you needed so quickly. Providing prompt and helpful customer service is something we strive for every day, and we're glad your experience reflected that. We truly appreciate your support and thank you for choosing Upstep!
