Upstep Custom Orthotics Avis 3 757

I placed an order for four pairs of orthotics on January 5, 2026. Instead, I received only one pair, labeled as a ‘trial.’ I did not agree to a trial-only shipment, and I specifically ordered multiple pairs for daily use.

Over the past four months, I’ve contacted customer service multiple times to resolve the issue. Despite this, I still have not received the remaining pairs, and responses have included inconsistent explanations and, at times, suggestions that the issue was on my end.

As of May 11, 2026, this remains unresolved. Based on my experience, I cannot recommend this company due to order fulfillment issues and lack of effective customer support.

If I could Rate any lower, trust me I would!!

Their Customer Support and Service is Ridiculously Poor, Ineffective, and Useless!

Do not I repeat do NOT use this company. They don’t follow requests, their insoles are junk and then they want to charge you more to remake what they screwed up! Biggest nightmare and waist of money ever!

I reached out for help and information and Becky and Mary have been very kind. They have provided information to clarify my questions and concerns, and have responded to all my emails. So far, I can say that the customer service has been good. I really appreciate all the help.

I was very pleased with the responsiveness to my concern by UpStep. The first set of orthotics they created from my foot molds were the soft type with arch support pads that did not correct my pronation and were relatively as flat as my feet. The revised set were made of RIDGID plastic. The arch was in just the right spot under my ankle bone to correct my bone conformation and pronation. I’m walking with relative comfort now, my feet are aligned with my stride, and now I can feel my toes flexing during my stride!

THIS IS OUTRAGEOUS!!!!!
Once we receive them, please allow up to 18 business days for the refund to be processed. You will be notified by email once it has been completed.

Please be advised that a 30% restocking fee will be deducted from your refund.

Mary was well informed, but didn’t assuage my concerns - some of which I think are poor customer service on the part of UpStep and some on Mary.

Mary informed me that if I didn’t reach out after the 21 day break in period, the rest of my order would likely ‘sit’ because of such high volume - I think this should be handled by UpStep. Seems predatory to ‘wait and see’ if customers follow up.

Then I remarked that my order (1 of 3 pairs custom orthotics) has taken a long time - 35 business days. Mary told me this was because the design team was often ‘waiting on my response’ to emails.

I can assure you my correspondence was prompt. Without checking response time, I think that statement is in poor taste, as well as incorrect.

Don’t think I would buy again.

The process to receive the insoles took over a month. Once I received them, I followed the instructions to slowly wear them. I increased the amount of time daily. However, they continued to make my left foot sore. This was a new pain as I got them hoping to improve my back pain. I asked to return them and it took almost a week to get the return shipping label and I was told they would keep 30% due to their costs. Fine, but then they said it would be up to 18 business days after they received the return before I would get my refund. 19 days later, no refund so I sent them a email follow up. The response? We'll get back to you in 2 to 5 business days. This is a racket to hold your money as long as possible and hope you give up. Buyer beware.

Update. I never received a response again. I had to file a dispute with my credit card. This is not the actions of a trustworthy company.

It's obvious that they really care and want you to have great experience. They get back to you quickly with any inquiry and they believe in their product and what they're doing. Very refreshing. I couldn't be more pleased and recommend Upstep without reservation.

Horrible experience for me. I took a fall years ago and did significant damage to both feet and have been wearing locally made orthotics that have been excellent but they are very expensive at about $400 each pair. I saw Upstep on FB and the price was significantly less so I thought I would try them. I made a mistake and ordered 3 pairs because of the price incentive for multiple pairs. The first pair made my feet hurt and they sent me another pair which were an improvement but not as good as my locally made pair. I asked if they could make my additional pair out of a material that would offer more support like my locally made ones do. The response I got was they wanted me to send back the 2 pairs and would refund my money since they believed that I would never be satisfied with their products. Their choice to no longer have me as a customer. I sent back the two pairs over a month ago and I still have not received any refunds. I am SO sorry I purchased from this company!

They do not have a live person to talk to when calling. Always in callback mode.

Too slow on callbacks. It appears that they are too small of an operation.

Refunds take too long.

Mary was very helpful, providing the information I needed very quickly. Great job.

Thus far, everything has been very prompt and caring. I am excited to be in the care of Upstep at Trustpilot. Marguerite A.

The AI bot escalated my complaint to Mary the customer service supervisor and she was most helpful in assuring me that my issue would be resolved by the end of the week. Very polite and professional.

Mary was fantastic!! She checked and double checked to make sure we were both on the same page as far as the type of orthotic that was needed! She was very nice and customer friendly while at the same time making sure I had the right product. I couldn’t be happier!!

Kelly B.

Mary was helpful and prompt.

They worked absolutely great but wore down a little after 2 years

No tracking info provided. Insoles came with some type of pads with zero info on how to use them. Very disappointed with price vs info provided with info.

Ryan was very helpful in answering all my questions.