StridesolesReviews of stridesoles.com

Response from StridesolesAug 7, 2026

Hi Lance, Thank you for sharing your experience. We’re sorry to hear we didn’t meet your expectations. Because each pair is custom-made from your foot scan, we sometimes request additional photos during the fitting process so our clinical team can better understand what’s happening and make adjustments rather than simply reproducing the same fit. We understand that this can be frustrating, especially when you’re eager to start using your orthotics. We also apologize for the delays you experienced and for the confusion surrounding your replacement order. That’s not the experience we aim to provide. We’ve approved your refund, and our team is working to complete it as quickly as possible. If there’s anything still outstanding, please reply to our most recent email or contact us directly at [email protected], and we’ll make sure it’s resolved promptly. We appreciate your feedback, as it helps us improve both our product and our customer experience. Best, Greg Gerla CEO, Stride Soles

Response from StridesolesMar 10, 2026

Thank you for taking the time to share this -- feedback like yours is exactly how we get better. You raised a fair point about the refund policy, and I want to address it directly: we've heard this concern and have updated our policy to a full 180-day money-back guarantee, no deductions. That change is effective now and we're sorry it wasn't in place for your order. On the product itself -- 90 days without meaningful improvement is not an outcome we're proud of, and we'd genuinely like another shot at getting this right. Our German podiatry team can adjust the build based on specific feedback about what isn't working. If you're open to it, reach out to us at [email protected] and we'll make it right. For anyone reading this: our guarantee is simple -- if your orthotics aren't working, we'll remake them until they are, or refund you in full. Dr. Zac Cartun, MD Chief Medical Officer, Stride Soles

Response from StridesolesJan 28, 2026

Thank you for updating your review, and I’m genuinely sorry for the delay and lack of communication you experienced. A shipment containing a key top-layer material for our orthotics was unexpectedly held at port. Unfortunately, our customer support team was not made aware of this delay in time, so they did not relay accurate status updates to you. That breakdown in communication is our responsibility, and I apologize. We have issued you a full refund. Your orthotics are on their way, at no cost to you. Once they arrive, we’ll work with you directly to ensure the product meets your expectations. I appreciate you bringing this to my attention. It has helped us fix an internal process so this does not happen again. Thank You, Greg Gerla CEO, Stride Soles

Response from StridesolesJan 28, 2026

Thank you for the candid feedback. As a custom orthotics manufacturer we pride ourselves on high product and customer support standard, and we have let you down. Unfortunately, due to the government shutdown impacting the postal service and thus our material shipments, we experienced a major slowdown in getting our orders out. While the situation was out of our control, we should have done a better job of actively informing you of the situation. We have created some additional training for the account managers to prevent this from occurring again. While we have issued you a full refund, your next pair is in the mail as we speak. If there are any issues with this one, we will make the necessary adjustments and send you another pair without charge. I will not rest until you have orthotics that you are 100% satisfied with. Best, Greg Gerla Co-founder and CEO, Stride Soles