Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially purchased custom orthotics from Upstep on October 10, 2024. The process started normally, but I was treated to an unusually long waiting period. The company sent an automated email that my orthotics were ready to ship on November 18, 2024, but only after I reached out to customer service on December 16th that I had not received the orthotics did they actually get shipped. When the orthotics arrived, they looked unfinished, literally two pieces of plastic that were not even totally glued together. After wearing them even past the break-in period, the pain in my feet was exacerbated even more than usual, leading me to be immobile for several hours after taking them off. When I requested a refund per the company's Money-Back Guarantee on January 6, the customer service team shuffled me between different team members, all utilizing drafted responses trying to get me to order a replacement pair and not actually listening to my concerns. On January 9, they finally relented and agreed to my refund. I was told to return the orthotics by mail and I would receive my money back (minus a $14 charge for the return shipping) within 2 weeks. I sent the items back in mid-January and waited. Only today, on April 3rd, 2025 did I receive an email notice that my refund was being processed and I could expect my money within 10 business days; the 2 weeks that Upstep had promised, only 3 months later. I am getting my money back after 6 months. I write this now only to provide others my "buyer beware" account.

• Initial Complaint

  Date:03/05/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered custom made foot care (two sets) from UpStep, and despite saying delivery, I never received it. I could only contact them by email and they stated theyd send another replacement. After months of not receiving it, I asked for a refund. I was responded and told I would receive on in 14 business days. I still dont.

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Ordered a Plantar Fasciitis Custom Orthotics from Upstep, LLC website(******************************) on November *******. and I pay $245.00 Just after I put my order the website give the deliver date schedule to January 05, 2025. Way to long, but I decided to wait, now its January 5, 2025 and I have not receive my order, I am trying to contact Upstep and no respond, the phone number does not work, the email do not respond and I receive a email from them says they do not receive my Impression kit back what is a lie I have a confirmation from **** that they received my Impression kit on December 6, ******** I want my Full refund but how can I get it if they do not respond my email ?Is it a ************** at least a bad Business company!I want my full refund.

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered custom orthotics from Upstep, LLC website(*************************************) on September 11, 2024. Was given the opportunity to pay over time with Klarna, to complete the transaction. The installation payments amounted to 4 installments of $86.38, $86.39, $86.39 and $86.39. The first installment was provided on September 11 (date of order) and the final installment was provided on October 23, 2024. On or around October 11, 2024 - when I was checking on the status of my order on the merchant's website, it stated an expected delivery date of October 11, 2024. When the product I purchased did not arrive by the delivery date stated on the website, I patiently waited and checked back on the website at a later date. I also checked my email inbox for any communication from the company. On approximately October 17, I checked the website again for a status update (as I had not received any follow-up emails from the merchant) and the update provided was an expected delivery date of October 23, 2024. October 23rd came and went, and I again checked the website for a status update and the status provided was an expected delivery date of October 31, 2024. on October 23, 2024 I initiated a complaint with ****** who had provided payment in full for the product to Upstep, LLC and provided them with screenshots of Upstep's ************* update. Klarna immediately corresponded with me stating they would attempt to process a refund if I did not get a satisfactory resolution with the merchant. On October 28, 2024, I sent an email to Upstep , LLC voicing my displeasure and requesting a full refund of the purchase amount. In their first response to me, they offered to refund $15 of the total amount with a "promise" to deliver the orthotics in 7 to 10 business days. As this is an even later delviery date than the last date provided on the website, I see no other recourse than to again request a full refund and promised to report the business to the ***********************.

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a kit for orthotics. The shipping showed the kit would be sent in a timely manner. It was not. During this time, my husbands birthday passed. I wrote customer service asking about status and was told I could cancel. I chose to cancel and sent an email. I asked what to do it I finally receive the kit. They said do nothing. I asked about refund when I confirmed for cancellation and NO reply from customer care after 6 times of asking. This company has no ability to have real customer service and others have filed with BBB. Plus noted on Instagram

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered/purchased 2 pairs of custom orthotics on 05/13/24. It is now 10/15/24 and I have not received my orthotics. I have reached out regarding my order multiple times, at first request a status update, and after seeing that their projected shipping date kept advancing I decided that it was time to cancel the order and find a new provider. Ive requested the cancellation and refund multiple times, each time I was assured that they are working on it. After 2 weeks it became apparent that I will not be getting my money or my orthotics.

• Initial Complaint

  Date:10/11/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Through an instagram ad, I became aware of UPSTEP for inserts. I ordered multiple pair on August 08, 2024 at a total cost of $421.20. Today, Oct. 10th, 2024, I still do not have a product or refund. Through delay, the company sent by email that my order details were lost, technical issues, unclear who product was for. I had made efforts to clarify, but their was still confusion and errors on their part. All communications has been via email and I have yet to speak to a representative despite many requests to speak to a live representative via phone. I found a number on a past signature page; ************** only produces an answering machine that states they will call you back in 24 hours. I have sent over 25 messages requesting a refund.

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Upstep regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 23, 2024 Order placed for custom orthotics Amount spent was $233.00 After countless emails regarding when I would receive my order, I kept getting the same mechanical response. 7-10 more days. They never actually checked my order as the response was instant and the same every time. A week ago I tried to cancel my order and request a refund. Guess what I was told. 7-10 days. They owe me $233.00 and refuse to process my refun

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Upstep has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 19 2023 I placed an order (#************) for 3 pairs of Custom Orthotics. Total charged was $472.00 (receipt #*********). On March 7 2024 I received 1 of the 3 pairs ordered. The pair sent was defective. After communicating the issue with company I was advised that the left insole was milled incorrectly. I was requested to provide a measurement of the difference in thickness between the left and right insoles. I had no great way of measuring this, and also found it odd that I would need to measure this since these were supposedly custom inserts made from impression kit that I received and sent back to the company. After not hearing anythign further from the company about fixing the one item or getting the other two, I reached out via Upstep's online chat option on their website July 17 2024. After being ignored in the chat and subsequently cursing prior to ending the chat session, I received a nasty email back from company on July 17 2024 threatening to ignore any future communication. I then received email from company on July 17 2024 advising that they would cancel the other two pairs and refund me within 7-10 days. I was also advised that a return shipping label would be sent for me to return the defective pair for refund. The defective pair was sent back on July 23 2024 and delivered on July 26 2024. Still no refund received. I have emailed August 5 2024 and today August 6 2024 to inquire about refund. No response back from company. This is nothing short of theft on the part of Upstep and fraud in advertising a so called custom made orthotic. These people are offended that they were called thieves and cursed at by me on July 17th 2024, that's their right, but they don't get to steal my money because they got called out for their fraudulent business practices.

  Customer Answer

  Date: 09/01/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Upstep has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/24/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered custom insoles back in April and received them two months later in June. Despite the long wait, the custom insoles did not fit my foot properly at all. I visited a local orthopedic who was able to provide properly fitting custom insoles within two weeks.Since they offer a 'Risk-free! 180-day money-back guarantee', I contacted customer service to return the item for a refund. It took several emails going back and forth before they finally sent me a return label. However, they informed me that they would withhold a $14 fee for shipping. This fee should have been clearly stated on the website. When I asked where this information was indicated, they referred me to the fine print, where it was mentioned that they reserve the right to deduct the shipping fee for returns. However, even in the fine print, this $14 shipping fee was not clearly written. On their website, it only says they guarantee money back if not satisfied = which sounds as FULL refund. Overall, my experience, both with the customer service and the custom insoles, was absolutely horrible. I'd not recommend this service to anyone.

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Upstep regarding complaint ID ********.
  
  Sincerely,
  
  **** ***