Great
Based on 3,671 reviews
Upstep Custom Orthotics4.2Honesty, pricing, process and quality scores appear once 5 customers have rated them.
#1 rated custom orthotics in the US. Upstep specializes in the design and manufacture of custom foot orthotics and foot care solutions.We provide the best custom orthotics available and do so at the most affordable price, in the fastest time, with excellent customer support.Our in-house professional Podiatrist designs each custom orthotic.Our Guarantee:If you’re not in love with your custom orthotics within 180 days, we’ll refund your order - no questions asked!
Upstep Custom Orthotics (upstep.com) has 3,671 customer reviews on Folks Told, with an average rating of 4.2 out of 5.
3,671 approved reviews, newest moderated first
alex L.
Took the time to ask me questions and really understand what I needed. So impressed by the followup.
Reply from Upstep Custom OrthoticsMay 31, 2024
Thank you for your kind words! We're thrilled to hear that you had a great experience with Phil. It's important to us that we take the time to understand and meet your needs. We're equally glad you appreciated the follow-up. If you have any more questions or need further assistance, feel free to reach out anytime!
Ari
Mary was an awesome help!
Reply from Upstep Custom OrthoticsMay 31, 2024
Thank you for sharing!
Kelsey
Mary's helped me several times and she's always informative and helpful.
Reply from Upstep Custom OrthoticsMay 31, 2024
We appreciate you taking the time to share your experience with our team! Thank you!
Gerard R.
Mary was great! She was quick to respond and knew exactly what I needed. I just needed pics uploaded for the customization of my insoles and she took care of everything in an instant.
Reply from Upstep Custom OrthoticsMay 31, 2024
Thank you so much for sharing! We will be sure to pass your kind words along!
Steve
Mary was great at helping me with questions and completing my order. She provided me with direction, discounts, and the best order.
Reply from Upstep Custom OrthoticsMay 31, 2024
We believe in personalized and professional care. We are so thrilled to hear you had a great experience with Mary! Thanks for sharing.
Joanna S.
EDIT after upsteps reply here and via my email. They make it sound like the shipment was already in the works, and all was fine with order. It was not. I have the email paper trail to prove it. Looking at their Facebook site and other reviews, late shipment of orders is a common problem with them. All I ask is honesty. If you tell me 30 day turnaround, then deliver that consistently. Since upstep seems to be unable to deliver in that time frame, perhaps they need to uptadte their turnaround time to the realistic and true timeline of 6-8 weeks. My order STILL is not here. I am told hopefully will ship out in 10 more days, which will be 52 days since you received my impression. That is 3 weeks longer than the 30 day turnaround i was told. Terrible.
Reply from Upstep Custom OrthoticsMay 22, 2024
Hello, I appreciate you bringing your concerns to our attention regarding your recent order. Your feedback is invaluable to us, and I want to ensure that everything is clear regarding the processing timeline. After carefully reviewing your order details, it appears that your custom orthotics were shipped exactly as scheduled. Our records indicate that we received your impression kit on 4/09, and your orthotics were shipped on 5/21, in line with our standard 29 business day turnaround time. I understand the frustration of waiting for your order, and I want to clarify the difference between store-bought insoles and custom orthotics. Custom orthotics are meticulously crafted to address your specific foot issues and biomechanical needs, which necessitates a thorough design and manufacturing process. This customization ensures optimal comfort and support tailored to your individual requirements, offering benefits beyond what standard off-the-shelf insoles can provide. We appreciate your patience throughout this process. Should you have any further questions or require assistance, please don't hesitate to reach out to us.
Adrianna S.
Mary was very helpful in retrieving my order that I had lost.
Reply from Upstep Custom OrthoticsMay 22, 2024
Thank you so much for taking the time to share your experience!
Samuel W.
I ordered my orthodics April 11. Today is May 21st, already 6 weeks later and i just received your email stating that your turnaround time is 29 days... thus another 6 weeks before delivery. That's 3 months for a quick turnaround guarantee - I'm regretting this already!
Reply from Upstep Custom OrthoticsMay 22, 2024
Hello, thank you so much for sharing your concerns with us. I would love to provide more insight and perhaps be clearer. The date you place your order is not relevant to your ship date; we can only start the process once we have received your impression kit back. We received your kit on 4/25, and your order has already been designed and is making its way into production. Our customization process takes up to 29 business days to ensure a high-quality, personalized product. Based on this timeline, your estimated ship date will be around 6/6. We understand this may seem lengthy, but creating custom orthotics involves detailed assessments and precise manufacturing. We appreciate your patience and are confident you'll be satisfied with your custom orthotics. If you have any further questions or concerns, please feel free to reach out.
