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.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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I put them in my work boots and within 3 days my feet didn’t really hurt as much as they used to.
The only thing that is not appealing is the price
SP
scott P.
I have tried these for two months now…
I have tried these for two months now and can honestly say they have made my hip pain much worse. I have stopped using them for a few days and hip pain is much better.
Response from XSTANCEDec 15, 2025
Hi there,
We’re really sorry to hear that our XSTANCE insoles didn’t work out for you and that they seemed to worsen your hip pain. Everyone’s feet and body mechanics are different, and we understand how discouraging this experience must have been.
What has worked for some customers is allowing a short break-in period. We generally recommend wearing new insoles for just a few hours at the beginning and gradually increasing wear time as your body becomes accustomed to the added support. It may feel uncomfortable or unusual at first, as proper footwear can influence posture and overall body movement.
That said, we want you to still feel confident trying our insoles. We offer a 90-day money-back guarantee, so if you decide not to continue using the insoles, we’ve got you covered and would be happy to help you with a full refund. Thank you for giving our insoles a try and for sharing your honest feedback - we truly appreciate it!
-XSTANCE-
EP
Erin P.
Timely response and got me the info I…
Timely response and got me the info I needed.
PM
PATRICIA M.
Customer service is phenomenal
Customer service is phenomenal. Pride and professionalism are top rate and empathetic. Stephanie was awesome
DB
Deborah B.
Shipping issues
The first response was basically that it was my problem to deal with the shipper. It took a long time to resolve . I had been waiting for weeks to receive product, weeks for the resolution to lost product, and now it will be weeks until I receive a replacement. Even if the insoles work, it is unlikely I will order anything from you again.
Response from XSTANCEDec 8, 2025
Hi Deborah,
Thank you for sharing your feedback, and we’re truly sorry for the frustration and delay you experienced. This is absolutely not the kind of experience we want our customers to have.
We always strive to ensure our shipping partners maintain the highest standards, and when issues like this arise, we immediately work to resolve them and make things right. We understand how inconvenient this has been, and we genuinely appreciate your patience as we worked through the situation.
If there are any problems with the delivery of your replacement order, please don’t hesitate to reach out to us directly at [email protected] so we can investigate and address it promptly.
We truly value your feedback, and we hope you’ll consider this an isolated case. We would love the opportunity to provide you with a better experience in the future.
Warm regards,
The XSTANCE Team
KA
Kathy
Stephanie did a great job.
Stephanie did a great job.
LY
Lynne
If I could give ZERO stars for customer…
If I could give ZERO stars for customer service I would. My entire experience with this company has been horrible. First, when you try to place an order they keep pushing “a better deal” if you buy more. I made the mistake of clicking on the deal just to look at it and somehow it added three more pairs to my order without me realizing it. I emailed them as soon as I saw it, less than 24 hours later, to cancel that second order and was told it was too late and I would have to return them once they arrived.
They showed up quickly and as soon as they arrived I tried them in several pairs of shoes and my boots. They did not work in anything. They made the instep too high and completely uncomfortable.
I emailed customer service again and told them I wanted to return them. Instead of giving me instructions I got an email asking why I wanted to return them and trying to convince me to keep them or give them away as a gift.
I emailed back and said no I want to return them. Then I got another email telling me to fill out a Google form with a bunch of questions just to process my return. Annoying, but I did it. That was three days ago. I have heard nothing even after sending another email telling them I am still waiting for a response.
I shop online all the time. I live in a small town so it is more convenient, and I have never had such a horrible experience returning an item.
So when they say they offer a 90 day guarantee, good luck getting that. And do not click on those extra specials at the end of your purchase or you might end up buying more than you intended like I did.
Response from XSTANCEDec 4, 2025
Hi there,
We’re truly sorry to hear about your experience with us! This is definitely not the type of experience we want anyone to have with XSTANCE. We hear you loud and clear about the ordering process, and the last thing we want is for anyone to feel overwhelmed or frustrated while just trying to check out. Our intention with any extra offers is to highlight savings opportunities, but these are completely optional, and you can always choose to opt out.
In regard to the cancellation, we appreciate that you reached out immediately to cancel the additional order, but unfortunately, it looks like it didn’t make it in time. During this busy period, we closely work with our shipping team to ensure we prioritize shipping and have been expediting deliveries to get orders to customers as quickly as possible.
We’re also sorry that the insoles didn’t work for you and caused discomfort. In general, we recommend wearing insoles for a few hours at a time in the beginning and gradually increasing usage until you become accustomed to them. If you’ve tried this and it still didn’t work, we completely understand and can certainly help with the return and refund. We guide our customers through the process and always aim to work with them to find the best solution so they’re not stuck with something they don’t want. Around the holiday season, some customers have considered gifting the insoles, and we also understand that returning a product can sometimes be challenging. That’s why we’ve suggested a few options, which are meant as optional ideas. We never intend for anyone to keep a product unwillingly, and we’ve also offered a little something for those who may choose to keep them. Whatever happens, you can be fully assured that you’re covered by our 90-day money-back guarantee.
We’re always committed to making sure every customer receives a timely response, so our team is available 24/7 and aims to respond within 24 hours. If you don’t receive a reply within that time, it’s worth checking your spam or junk folder, as sometimes emails land there.
We sincerely thank you for taking the time to share your feedback and apologize that your experience with us wasn’t a good one. We truly understand how frustrating this situation has been, and we want you to know that we’ve taken note of everything you’ve shared. Hearing directly from our customers helps us improve our service so that future experiences are smoother, easier, and more satisfying!
-XSTANCE Team-
JM
Jeff M.
This product is everything it said it would be!
This product is everything it said it would be. I have tried many insoles for heel pain and nothing has worked. After a few hours in these insoles and I was sold. So happy I bought so many pairs.
