Upstep Custom OrthoticsReviews of upstep.com

Reply from Upstep Custom OrthoticsJun 26, 2023

Hello, we are sorry for the experience you encountered. We understand we provided a remake for you with more support to the right ankle to prevent your foot from rolling inwards. Since this was already the second time we designed your orthotics, all we ask is for you to use the orthotics more than a few times before returning them. Of course, we honor the return policy but at the same time, we want to ensure the orthotics are in fact, not providing the type of support you need by asking you to give them more than a few tries. We truly care about our customers as does Samantha. There is never ever any ill intent behind anything we recommend or suggest. All return labels are requested from a different department and Samantha will have to wait until it is issued to her before she can issue the return label to the customer. We are sorry the orthotics did not work out well for your situation, thank you for allowing us to try again.

Reply from Upstep Custom OrthoticsJun 22, 2023

Hello- We are sorry for any confusion. Our orthotics are 100% custom so ordering for two different people and only providing information for ONE OF THE TWO PEOPLE from the questionnaire is not how we can design successful orthotics. We ended up having to email you to obtain the information on the second person. Hence, the emails. We offer live website assistance to help with the ordering process. One of our representatives will reach out to you again.

Reply from Upstep Custom OrthoticsJun 22, 2023

Hello Abe, we are sorry for the short delay. We promise the orthotics will be worth it! Moving forward, we have your impression on file for 5 yrs making rendering super quick and easy.

Reply from Upstep Custom OrthoticsJun 19, 2023

Hello Kris, we offer our customers a free remake if the orthotics need t be tweaked. We do not ask for shipping or anything more from you when a remake is warranted. We are here for you every step of the way. Thank you for giving us the opportunity to make the orthotics right for you!

Reply from Upstep Custom OrthoticsJun 15, 2023

Hello- we can see you have been assisted by our Customer Care Dept. As per your tracking, the orthotics were shipped and received in March. However, I am sure there is a good explanation for this if you did not receive them. We are glad this has been looked into.

Reply from Upstep Custom OrthoticsJun 15, 2023

Hello France- one of our customer care representatives will be in touch within 24 hours to rectify this for you.

Reply from Upstep Custom OrthoticsJun 19, 2023

Hello Matthew. Thank you for your custom orthotic order. As you already know, we experienced a delay, and as a result, we decided to ship the orthotics that were finished instead of making you wait any longer. We were trying to do you a favor and make the best of the delay and since we had one pair completed, we wanted you to have it. We will always provide a tracking number and simultaneously let you know the order has not been shipped yet, but this is your tracking info when it does ship. We do that so our customers can track their orders when they ship, which most prefer to do.

Reply from Upstep Custom OrthoticsMay 23, 2023

Hello, thank you for your review. We are very interested in speaking with you. However, based on the information provided in this review, we are unable to locate an order to give you a phone call today. It is important to us your concerns are addressed. While it may have taken 3 months for you to receive the final product from the order date, it is imperative to keep in mind, we are unable to begin designing without the impression kit. Therefore, design begins when we receive your impression kit, not the order date. If we had your name and email address included with this review, we would be able to provide an actual timeline of your order. Regarding the size of your orthotics, in your case, more specifically the width. We offer a 180 day money back guarantee (just about a half of a year) on a custom product which is ample time to allow peace of mind when purchasing. Whether that means having a free, no extra cost to our consumer to have the orthotics tweaked if needed, or to provide a full refund. We do not charge extra for shipping during these few cases and we fully stand by our product and policy. In regard to the width of your feet, we do design orthotics for wide feet, this is not an issue. However, there are a lot of factors involved, including but not limited to the style of shoe you chose to wear, the reason you need orthotics. Unfortunately, its not as black and white as one may think. Several considerations are taken into account before selecting the material. We use only the finest material in the industry and are tailored to your specific needs. Foot orthotics can be made from different materials, and may be rigid, semirigid, semiflexible, or accommodative, depending on your diagnosis and specific needs. Comparing custom orthotics to a “one size fits all” material on Amazon is comparing apples to oranges. Your son’s orthotics will be completely different than your orthotics since two people do not have the same feet or reason for needing orthotics in the first place. It does not matter where the orthotics are designed and produced, you and your son will more than likely still have many differences between your orthotics. This does not mean we are “false advertising” Getting back to our 180 day money back guarantee, if you have not been offered a free remake yet, we are more than willing to provide one. All we need from you is to contact us today, ask for our Customer Care Manager, Samantha and a remake will be provided and expedited. [email protected] We may require some extra details but we are confident we can provide exactly what you are looking for. We do not recommend ordering “off the shelf” insoles as there are no such thing as “quality” one size fits all off the shelf orthotics. We hope to hear from you today. We would like to take care of this as soon as possible. Thank you!