XSTANCEReviews of thexstance.com

Response from XSTANCEOct 26, 2024

Hi there, Thank you for sharing your experience with us and we're truly sorry to hear about the confusion with your recent billing. It’s definitely not our intention to charge you twice and we understand how frustrating this must be. We do run various promotions and there are certain mechanics in place. If you could let us know more about the promotion you encountered, it may help us clarify what happened. It's possible that the promotion was meant to provide an additional order rather than replace your original one. In any case, please reach out to our support team at [email protected]. We’ll be happy to look into your situation, see if we can cancel the duplicate order or assist you with a return and refund if needed. Thank you for your patience and we appreciate the opportunity to resolve this for you!

Response from XSTANCEOct 18, 2024

Hi there, Thank you for your feedback and we appreciate your honesty and understand your concerns! Our XSTANCE Insoles are designed in the UK and in cases where inventory is low at your nearest location, we do ship from our main fulfillment center in China, where we manufacture and stock a large variety of styles and sizes. Our partnership with our manufacturer in China is long-term and well-verified and we maintain strict quality control to ensure that every product meets the highest standards. With regard to our sizing, we offer small range size categories to provide a better fit for a wider range of customers. Our insoles are also designed to be trimmable, allowing you to customize them to fit your shoes perfectly. This flexibility helps ensure you receive the right support and comfort tailored to your unique foot size. In addition, we also offer a 90-day money-back guarantee to give you peace of mind. To help you get used to the insoles, we recommend wearing them in 2-hour increments at first. After a few days, you'll find it easier to wear them all day. Thank you again for sharing your thoughts. We genuinely hope you'll find relief with our insoles in time, as we are committed to improving your comfort and support!

Response from XSTANCESep 14, 2024

Hi there, Thank you for sharing your experience! We’re truly sorry to hear that you had difficulty contacting our support team and that our response time was longer than expected. We do strive to respond to all inquiries within 24 hours, so we want to make sure we address this issue properly. We’ll investigate to see what might have caused the delay but in the meantime, please check your junk mail or spam folder, as sometimes our replies just end up there. You can also reach us by calling or sending a text message to (800) 906-7255 if you encounter any issues with the email. We’re here to help and want to ensure you get the support you need!

Response from XSTANCESep 10, 2024

Hi there, Thank you for sharing your concerns and we understand how important it is to trust the companies you choose. Our reviews are definitely from real customers, and while a majority may come from the US, we have clients from around the world. The timing of reviews can also vary and we strive to ensure all feedback is genuine and reflective of our customer experiences. For more insights, you can also check our Facebook community or visit our website to see additional reviews and feedback from a diverse range of customers. If you have any specific questions or need more information about our company or products, please feel free to reach out.

Response from XSTANCEMay 7, 2024

Hi there! Thanks for sharing your experience with our XSTANCE insoles and we're sorry to hear about the discomfort you've experienced. We value your feedback regarding the width of the insoles and their fit in your shoes. While our XSTANCE insoles generally follow the standard width of shoes (D size), we understand that individual preferences and foot sizes vary. Your feedback is valuable to us and we'll be sure to pass it on to our team for further enhancement or consideration. On the bright side, we're glad to hear that your interaction with our support team has been positive. If you'd like to check on the status of your refund, please don't hesitate to contact us directly at [email protected]. We're here to help!

Response from XSTANCEMar 12, 2024

Hi there! Thank you for sharing your experience and we sincerely apologize for the delay you've encountered with your insoles. Your feedback is invaluable and we understand the importance of timely communication. We strive to enhance our customer experience and we're sorry for any inconvenience caused. To address your specific case and provide assistance, please reach out to us directly at [email protected]. Additionally, please check your spam folder as order updates might have been inadvertently filtered. We appreciate your understanding and are committed to ensuring a smoother resolution.

Response from XSTANCEOct 20, 2023

Hi there! We appreciate you taking the time to provide us with your feedback and we're sorry to hear about any inconvenience you may have experienced. Our company is based in the UK and while our products are primarily manufactured in China, we want to inform you that we have recently initiated the production of some items in the US, as part of our commitment to offering quality products to our customers. Regarding the perception of being overpriced, we understand that pricing can be a subjective matter, and we strive to offer competitive prices for the quality and features provided by our products. We'll also review our email marketing practices to ensure we're not overwhelming our customers. If you have any specific concerns or issues related to your order, please feel free to reach out to us at [email protected] and we'll do our best to address them promptly.

Response from XSTANCEJun 27, 2023

Hi there! Thank you for bringing this up! We greatly appreciate your feedback as this definitely helps us improve. We understand that receiving your order promptly is crucial, and we apologize for not meeting your expectations in this regard. While we strive to ensure timely delivery for all our customers, there are instances where unforeseen circumstances can cause delays in the shipping process and it’s something that we continue to work on. Please be assured that we constantly strive to improve our processes and ensure that our customers have a positive experience from start to finish.