XSTANCE is the home of radically better footcare. Our mission is simple. To bring you real pain relief results, in record time, without the need for invasive surgery or overpriced physiotherapy.
XSTANCE (thexstance.com) has 784 customer reviews on Five Star Index, with an average rating of 4.6 out of 5.
Also known as
thexstance.com
Website
thexstance.com
Category
Wellness & Spa
Location
Pleasant Grove, Utah
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 13% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
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Order arrived quickly.
The insole is the most effective I have ever tried in relieving plantar fasciitis. Extremely effective!
AT
Arlette Taylor C.
They worked with me to make to make it…
They worked with me to make to make it right. I was really pleased.
EL
Edward L.
These are the best that I have…
These are the best that I have purchased. Time will tell if they hold up. Knee and lower back pain is gone after my feet got use to the inserts. I will buy more after a couple of months to see if they hold up.
RM
Rita Mullins N.
My husband loves these
My husband loves these! Paid for expensive orthopedic inserts years ago & they were starting to make his foot walk on their sides since they were breaking down. With Xstance insoles his feet are walking correctly again & feel great!
GB
GARRY B.
After a few times reaching out we…
After a few times reaching out we finally got it right thank you so getting it right
CT
CRAIG T.
Felt improvements almost immediately
Felt improvements almost immediately
RS
Roni S.
Products are not what they claim and customer service is lacking
Ordered two pairs of their inserts for plantar fasciitis. The inserts made my pain worse. To the point that I could barely walk. I purchased their “heel cushions “which were no more than then silicon sleeve. I have tried emailing which resulted in emails back-and-forth for the last three days. I requested a refund of both orders and all I got in return was a how to use inserts in an email. I’m extremely disappointed with the product and with the customer service. The phone number simply takes you to a pre-recorded message that tells you to contact them by email which has been of no use. I do not recommend buying from this company.
Response from XSTANCEOct 9, 2026
Hi there,
We’re sorry to hear how disappointing this experience has been, especially when you purchased our insoles hoping to find relief from your foot pain. We understand how concerning it must have been to experience increased discomfort, and we never want a customer to feel that their concerns aren’t being heard.
Our recommendation to gradually break in the insoles and remove the factory insoles from your shoes is intended to help customers adjust to the added arch support and get the most out of their purchase. Arch support can take some getting used to, which is why we share these tips to help set the right expectations. That said, we understand that every person’s experience is different, and we take your feedback about the discomfort seriously.
Regarding our phone support, we’re experiencing significant growth, which has affected our ability to answer incoming calls as promptly as we’d like. We’re definitely working hard to bring our response times back to the high standards we aim to maintain. That said, when call volumes are high, we direct customers to email so they don’t have to spend time waiting on the phone, and our team can assist them directly in writing.
Please know that we don’t want you to feel stuck with a purchase that hasn’t worked out for you. Our 90-day money-back guarantee is there to give customers peace of mind, and if you decide that returning the products is the right choice for you, we want to help you through the process. Please continue working with our team at [email protected] so we can review your concerns and help bring this matter to a resolution.
-XSTANCE-
DS
Doug S.
⚠️ TERRIBLE CUSTOMER SERVICE — BEWARE OF THE REFUND PROCESS
I strongly recommend thinking twice before ordering from XSTANCE.
I requested a refund 9 days ago, and instead of simply providing the return address and instructions, I have been forced into an unnecessary back-and-forth. Rather than processing my refund, they keep trying to persuade me to accept partial refunds — first 30%, then 50%, and then 60%.
I have repeatedly made it clear that I want to return the product for a full refund. Yet they continue to make the process more difficult than it needs to be.
A legitimate business should make returns and refunds straightforward, especially when a customer is clearly requesting to return an item. Instead, I feel like they are intentionally delaying the process and hoping I will eventually settle for less.
This has been an extremely frustrating experience, and I would not recommend this company to anyone who values straightforward customer service and a hassle-free refund process.
Potential customers: Be very careful and read the return/refund policy before ordering. My experience has been anything but hassle-free.
Response from XSTANCEOct 7, 2026
Hi there,
We’re genuinely sorry this experience felt so difficult and drawn out. We completely understand how frustrating it must have been to clearly request a return and full refund, while the conversation continued with different options instead. That back-and-forth is not something we would ever want a customer to experience, and we’ll be taking a closer look at what happened here.
In some situations, when a customer is considering keeping their order rather than going through the effort of returning it, we may try to find an alternative that makes sense for them. Our intention is simply to offer an easier alternative when a customer is open to keeping the product, never to pressure them into changing their decision or make the return process more difficult.
Ultimately, we want customers to feel comfortable with whichever decision they make. We offer a 90-day money-back guarantee because we want customers to have the opportunity to try XSTANCE without feeling stuck with a product that isn’t right for them. We’re sorry that your experience did not feel as straightforward or hassle-free as it should have, and we’d really like the opportunity to review what happened and help get this resolved.
Please reach out to our team again at [email protected] so we can continue helping you from there. Thank you for your feedback, as it helps us improve!
--XSTANCE--
