Excellent product and customer service. They genuinely do care.
I ordered two pairs April 2025. It took a while for them to arrive. I was disappointed when the arrived, because they were too big to fit in any of my shoes. I wrote to them and they asked me to trim them myself. I didn't want to do it myself, so they offered to trim for me and send me a return label to send back the insoles. When they sent back the trimmed insoles, I was out of town and package must have been left at door and was stolen. I forgot about it until recently, Feb 2026, that I have never received the trimmed insoles back. I was looking for it coz I recently injured my knee and wanted to put a good insole in my shoes. I reached out to them and they had all the records and tracking # that the insoles were sent and arrived back in May 2025. I figured that was nothing more I can do to recover them since it was so long ago. To my surprise, the customer service personnel, Laura, offered to re-make two pairs and send them to me for free. This was totally unexpected. I just received them yesterday and they fit my shoes perfectly. Thank you Laura and Bilt Labs for taking care of your customers so well.
Alex
Easy from start to finish
The entire ordering process was easy and each step during production was explained clearly so I knew what to expect next. I had to contact Bilt Labs a few after receiving my order for a copy of my receipt and they responded within an hour with my receipt. Their attention and timely response was very appreciated.
Quinci Ross
Working with Laura has been a great experience...
Working with Laura has been a great experience. There was an issue with return address to Bilt Labs and Laura had sent me a replacement kit. Apparently the original created molds have reached your company and are now in the process of generating my orthotic insoles. We discussed the situation this morning and Laura agreed that we would wait and see how the insoles fit. Laura is an excellent customer service representative. She's very professional, understanding and accommodating. Thank you again.
Denise
Laura was very prompt
Laura was very prompt, immediately addressed my issue, and provided clarification. What more could I ask for? Thank you Laura!!
Matt Norlander
Excellent product and customer service
I currently have 3 orthdotics from Bilt Labs and I am very satisified with the quality and customer service. Today I called customer service to discuss metatarsal discomfort. Laura educated on some options available to me.
Michael Rocco
Fantastic customer service and company!
I want to first and foremost thank Laura M. She went above and beyond helping me a few weeks ago. Thank you for a quick response and a quick turn around. These inserts have been life changing. Up until 6 months ago when I received my first pair of inserts I could barely walk. I’m 42 years old and had no idea what was going on. I’m a very active person and I was starting to become crippled. I had so much pain at nighttime and seeing the day. I went thru 2-3k worth of different shoes to try to stop the pain. I had a conversation with my father who at the same ago had the same problem. He recommended I try a pair of these. Bilt Labs | Custom Orthotic Insoles. I did and sense then I’ve bought 17-20 pairs for different boots shoes. I even put these in my snowmobiling boots. I highly recommend these Bilt Labs | Custom Orthotic Insoles to anyone experiencing foot or back pain. Laura M. Thank you for your kind email and fantastic customer service. You are the kind of person whom I would hire to be a part of my team. God Bless this company and everyone reading this review. Adam C. Wood
Adam Wood
Quick Response
I assumed that I might not get a response to my email about a lost order for several days. However, Laura responded within two hours! She solved my problem with her quick, courteous message.
Tom Nawrocki
The price is very reasonable as…
The price is very reasonable as compared to my prediatrist. The orthos are really good. Just as good as the $600.00 pair that my pediatrist made me. It is very convenient. They send you foam to step in and you close the box and prepaid shipping to send back. It takes over a month to get the finished product by mail. They are a good quality and after 2 years I have no problem with them.
Harry G.
Laura was very helpful with my return
Laura was very helpful with my return
Mike
A+ extra credit
So far my experience has been great. I normally dont leave customer experience notices because I am that lazy. This is legit. From start to finish, any normal support needed was handled just fine, as expected, I say. The extra support A+ extra credit comes from them correcting a shipping address, it was going to a military base I could not access from the job I just left. I was amazed buy Laura's responsiveness between us to successfully correct the issue! To me it was seamless, thanks you so much, Laura. I know you made it happen with the clock ticking.You made my day! Worth a review.
Andrew Dutcher
Great Customer Service
It's nice to do business with a company that returns your calls and addresses concerns. Laura helped me out, followed up and was very courteous
Jay
You have kind and good people at Bilt
The woman, Laura, who processed my payment was very kind. I forgot to enter my coupon code when before I hit process and sent an email. Laura answered it and was most kind by immediately applying the $30refund to my card. That’s a great start to our relationship! Thanks for being fair. Ruth Wheeler
Ruth Wheeler
I sent an email out to find out when…
I sent an email out to find out when will my orthotics arrive to my home and Laura sent me an email back, same-day stating the status of my orthotics very great customer service.
User
Bilt Labs should be the role model for how ALL companies should run.…
Bilt Labs is how all companies should run. Right from my ordering to me receiving my insoles I have had great communication from them on what to expect, what each step of the process is, and when I should expect them to arrive. I had trouble with the width of the insoles fitting my narrow shoes, and Laura gave me a step-by-step procedure for helping me. I really can't say enough good things about the extreme care this company takes in making sure their customers are satisfied. If only all companies were like this. THANK YOU!
Beth Goodridge
Better customer service does not exist
Better customer service does not exist, this is an outstanding company that is dedicated to achieving your satisfaction. I ordered a pair of custom orthotics and they were delivered promptly as promised. They were fine in my hiking boots but bulky in my smaller shoes, so I wrote to them to describe the situation. Laura wrote me back immediately to say she would send me a new pair right away, which she did and they were the perfect solution. They replaced both my pairs with the new versions all included in the original price. They are super kind and responsive- an old-style business the likes of which is hard to find today. I could not be more enthusiastic about recommending their services.
Wanda Krall
So far so good…
So far my experience with this company has been great. I had discarded my bubble wrap needed to return the impressions. I reached out to customer service to be sure of my steps to return them and Laura was fabulous as well as prompt responding to me.
Leah
Bilt Labs
Bilt Labs has been amazing and is keeping me informed every step of the journey. I had a question and Laura was very quick to respond and put to rest all my concerns!! Highly recommend so far
Michael B
BiltLabs customer service and products…
BiltLabs customer service and products are superb. Thank you Lara!!
HB howser
Incredible Support & Customer Service
I had an issue regarding using the remaining funds of my FSA to purchase a generous deal through Bilt Labs. Though busy, an associate of Bilt Labs took the time to call and help me successfully place my order. Thank you, Laura. Your time, help, and kindness are greatly appreciated.
Big Stank
Super helpful for my feet!
This was the best decision! My feet feel great and excellent customer communication. Highly recommend.
Natalie
