I have purchased 5 pairs of orthotics from various vendors with excellent results up until now! RUN away from Cascade now!!
Cascade personnel were less than "customer focused" or "professional". After my custom orthotics were made, during the fitting I immediately noticed that one orthotic was shaped differently than the other (there is an odd and random bump (not my arch!)), however the orthotist stated that this was due to my feet being different. She dismissed my concern by insisting my feet are different from each other. (However, note that all of my other orthotics are symmetrical and I never once developed blisters from them either during break-in or after years of use.)
After walking in the new orthotics for a few hours as recommended, during the first 20 minutes of running I immediately developed a large blister in the same spot I noticed the abnormal shape. The orthotist had clearly stated during fitting that if I developed any problems whatsoever to call right away and come in. So, I called, but rather than booking an appointment I was told to "keep wearing them for a few weeks and see what happens".
After the blister healed I wore them for walking a few hours a day as prescribed, but after an additional "break-in period", the first time I ran in them I got another huge blister in the same spot.
Second problem: the orthotics were cut too short for my runners due to an assumption and lack of communication on the part of the orthotist. The suggested options to remedy this problem is that either I pay an additional $70 to have the orthotics lengthened, or I pay full price ($425) for another pair - Cascade takes no responsibility for addressing concerns at their own cost, even when at fault.
Side note--The receptionist in less than professional and barks orders at you.
The Orthotist was clear on a few things - she would not take any responsibility for cutting the orthotics too short; but could be added to at my cost! She removed some material to attempt to remedy the blistering problem, but if that does not resolve the issue all she will do is remove more material from the base of the orthotic, which leaves the curious "bump" in place as it is. I have no choice but to try them again and see if the blister re-appears, and if it does I'm pretty much out of options.
Most disturbing was the way I was spoken to. The orthotist was confrontational and defensive, and neither of my concerns were addressed to my satisfaction. There was no admission of fault for cutting the orthotics too short, rather she insisted that she followed their normal procedure. My suggestion that there could have been additional communication before the adjustments was met with a blank stare. She offered very little to address my concerns.
At this point I would only be satisfied with a refund, but Cascade does not offer refunds on custom orthotics - period. Beware - if your fitting goes wrong in any way, you will be on the hook for costs - not them, regardless of where the problems stem from.
RUN RUN RUN! This is the first time I've had an issue and am not pleased with their lack of solution or assistance in this matter. RUN. read more