Upstep Custom Orthotics Reviews 3.702

I was notified by my HSA plan to provide info on my Upstep purchase from a few months back. The original receipt only showed a charge with no description of purchase. I emailed customer care at Upstep with my request half feeling like I wouldn't get a response for a few days. Ryan sent me exactly what I needed in less than an hour. I was pleasantly surprised! Good job Ryan and Upstep!

I'm happy to have my Insoles. At one time I thought I wasn't able to wear them. But after a few weeks then up to almost 6 months. I decided. I better keep them they are supportive. Thank you Upstep.

Ryan answered my question, was helpful, and didn't put up obstacles and put the customer first. Ryan is what customer should be, and I wish all of my interactions were similar to this one.

In exploring the purchase of additional pairs of orthotics the Customer Service supervisor, Mary, was extremely helpful in guiding me to the best possible price.

I have worn prescription orthotics for almost 50 years. Until recently, insurance has paid for them. The last time I tried to get them, my providers said insurance (Medicare) would no longer pay and the estimate was over $850. I decided to roll the dice and try Upstep. The orthotic arrived a couple of weeks ago and I was surprised at how well they seem to be made and how they were almost an exact match to my last prescription set. Since they were such a close match, I used them without the break-in period and I felt no difference, Time will tell about their durability but I am very pleased with the product, so far. When I inquired about getting a second pair, Mary offered me a discount code since I was getting them so soon after my initial purchase. Now, I have a back up pair on the way.

I am very happy with ustep custom orthotics.
Mary, Sarah, Steph, and the whole team is very knowledgeable, helpful, replies and answers all my questions quickly. The last orthotic that you just sent me fits perfectly! It is helping my long term chronic pain a lot. I highly recommend your Upstep orthotics company. Thank you!

Fast response and great feel of positive person and ver respectful feel

Orthotics are high-quality and the customer service was great.

Negative reviews are not published on their website that itself tells they have issues with the product.

Ordered in 2025 using my FSA funds, never got an impression kit. They kept sending some random persons orthotics that are will not fit me. The most recent one was made using half kid and half adult measurements, total weird shape. Customer care doesn’t understand how FSA works in United States, they want to process refunds back to an expired FSA card that is no longer usable. Every response insists on sending their defective insoles back rather than focusing on issuing refund via check or send impression kit to manufacturer orthotics properly.

Upstep's products and customer service are second to none. I wouldn't buy anyone else's insoles. Ever.

Their customer support (Mary) was excellent and helped answer all my questions.

My first pair of custom orthotics are great. I’m waiting for my next pair of custom orthotics. Please send them asap. Thank you

Good service chat response and being able to reorder quickly

Mary answered my question quickly and gave me important info that I didn't ask for, which most people don't take the time to do stuff like that!

I guess I expected something totally different than what I had already had made locally, these orthotics took 48 days to make it to my door. I guess I expected better quality and much better communication. And then I find out that they're apparently sent to Israel and then back to the United States. The New Jersey address is just a shipping office. And as many emails that I have received of sales advertising for purchase of 2nd and 3rd pairs sent out, i still hadn't received the FIRST pair.I have gotten 0 response to the 3 emails sent to them. They Brag about fastest shipping and great customer services, and those fall well below 1 🌟

Such an Easy process. So happy to be working with this team.

Terrible! I received my orthotics however they were very painful to wear when I was on my feet several times. So bad I could barely walk during and after. I have been trying to get a return label but nothing yet via email. Very dissatisfied with my orthotics and the lack of help in getting my return label.

Do not use this company if you want to actually talk to a human. Their communication is totally email-driven, which makes it difficult to address issues that you might have. If you dial their 800 number it goes straight to voicemail and the prompt requests that you leave your name and an email address. They intentionally avoid speaking directly to customers, and that is frustrating and disappointing. I plan on going back to my doctor to get a different referral. Upstep wants your money without having to be "bothered" with you personally.

I gave Upstep a try. I went with all the positive reviews and was very satisfied with their product and customer support. All the mailings and emails were responded to in a timely manner. I got them relatively fast. I did run into a hitch with my orthotics. In some of my shoes they crowded my toebox. I contacted them as to a solution and Mary responded the same day. I let her know what the issue was and they got right on it. My re-engineered orthotics came out PERFECT. They fit in every shoe comfortably and I am walking pain free. I would highly recommend Upstep. They were great. Thanks

Awesome customer support. Very responsive and the product is great!