Step Flex is a Rip Off
I purchased these in March in NZ and followed the Medium break-in path which didn't work (20 days) so then I tried the slow path (42 days). Logical. However my pain got worse in my left foot and didn't change in my right. When I asked for the guaranteed refund they told me I was over the 60 days and treated me like an imbecile asking me to make sure the orthotic was in the back of the shoe (duh!) and to make sure my socks weren't bunched up (duh!). Then they told me to start with 5 mins a day. That would definitely have taken me over the 60 days regardless. Watch the fine print. It doesn't add up on the break-in period and you'll never get a refund. AND I can honestly say that the product doesn't work for plantafaciitis. It made it worse.
Thanks for the reply. I certainly wasn't told about an extended warranty period when I went back to the company I purchased my orthotics from so if that is standard then perhaps some education for your distributors would be wise.
But also no thanks to your offer. I followed every instruction to the letter for the medium and slow break-in process, shoe type etc. My left foot is now worse and excruciatingly painful. I do not wish to try again. Why would I put myself through that again? Hence the request for a refund which was refused. Plantafaciitis is common. I've told many in the past two weeks to avoid your product due to the lack of success with my foot but also the lack of willingness to honour a refund when it clearly hasn't worked. So again I say - this is a rip off for those of us the product doesn't work for. I will continue to tell as many people as I can to avoid your product. I have no wish for anyone else to go through this.
Reply from Step Flex Orthotics - Australia
Hi Lesley,
We understand that Plantar Fasciitis is a frustrating condition and positive results are often not immediate. Step Flex includes a 60-day satisfaction warranty (a generous extension beyond what is legally required), as outlined on the purchase invoice and in the break-in instructions provided with the orthotics. As you have noted, you followed the break-in instructions carefully, and the warranty terms and advice to contact us sooner rather than later would also have been available to you during that time.
At the time of purchase, customers are advised to contact us sooner rather than later with any concerns. When customers contact us needing additional support, we are happy to extend the warranty period while they try a slower break-in process or other adjustments. It is a shame that you did not do this.
When speaking to customers who require additional support, we do ask some basic troubleshooting questions first. These may seem obvious, but they are important because we do occasionally see issues such as orthotics being placed in the wrong shoe, positioned incorrectly, worn too much too soon, or used in footwear that is not suitable for the adjustment period. These questions are not intended to be insulting or dismissive. They are simply part of making sure we understand the situation before offering further guidance.
Step Flex has helped customers with plantar fasciitis and other foot-related pain for over 20 years. We have a proven track record we are extremely proud of, and we love nothing more than helping customers get back on their feet. Sometimes this has happened quickly, and for some it has been a slower journey. If you would like further assistance, we are happy to help.
