Upstep LLC Reviews

The overall sentiment expressed by customers about Upstep custom insoles is predominantly negative, with a minority of positive experiences. Many reviewers report frustration with long fulfillment times, with several citing waits of two months or longer before receiving their insoles. Recurring complaints highlight issues with difficult customer service interactions, such as automated email replies, limited solutions for product concerns, and perceived pressure to make additional purchases despite unresolved issues.

Common themes in the feedback involve delays in receiving orders, pain or lack of comfort with the insoles, and poor responsiveness from the company. Customers comment on variation in product quality, including differences between pairs and discomfort outweighing expected results. Some reviews mention insoles arriving from overseas (notably Israel) despite expectations they would be produced locally, adding to confusion and dissatisfaction.

Despite these issues, a small number of reviews indicate eventual satisfaction with the insoles after prolonged delays, and one customer praised outstanding commitment from Upstep's supplier. Nevertheless, based on the majority of recent reviews, Upstep’s reputation is impacted by unresolved delivery problems, inconsistent product quality, and customer service practices that customers in multiple locations find lacking.

Upstep is a manufacturer specializing in custom insoles designed to address individual foot support and comfort needs. Customers place orders through a digital platform, receive a foot impression kit for at-home use, and return it by mail to initiate the custom manufacturing process for their orthotic devices.

The company’s operational workflow is based on remote order fulfillment. After customers submit their molds, Upstep produces the insoles and ships them, sometimes from international locations. The process includes a defined trial period. Customer support is handled primarily through digital communication channels such as emails.