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.
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The insoles are too big for my shoes (though I ordered a size down) . Asked to return in keeping with the company's return policy. Now they are stalling. Offering me a discount to keep them. Why would I keep them if they are too big?
Response from XSTANCEMay 20, 2025
Hi there!
We’re sorry to hear about your experience — this is definitely not the kind of situation we want for our customers.
We completely understand how frustrating it can be when a product doesn’t fit as expected but please know that we’re committed to offering fair and helpful solutions and we always strive to make the return process as smooth as possible while ensuring our customers feel fully supported.
We’ve informed our team about your concern and will look into it further to understand exactly what happened. Thank you so much for bringing this to our attention!
SM
Scott M.
XSTANCE RETURN POLICY VS Amazon's
UPDATE: so I went to return the Xstance at UPS and it's not free shipping return. It was going to cost $18 to ship so I kept them. On the last back and forth email their final offer was to keep the Xstance and they would refund 50%. So disappointed considering I bought a pair after I ordered these and from Amazon. Amazon's came the next day and I was able to return them at UPS for free. They even credited my account back 100% that same day.
My wife has really flat feet and she is recovering from a broken foot and these insoles really hurt her feet. Please reply with the method of refund. I must say I saw your ad on Facebook and thought these might help my wife so I ordered one pair. It said it would take like 2 to 10 days to ship out so after ordering I thought I would check to see if they can be purchased on Amazon. Sure enough they were and for $10 a pair more expensive but I could get next day delivery so I ordered also from Amazon that same day. Her order arrived the next day and she tried them and determined they would not work for her. I simply had to click on return in the Amazon app and I got a QR code to show the UPS drop off and I took them to UPS for my return. UPS did everything and by the time I got home I already had an email notification of my return and that my credit was already processed. Very hassle free and no cost to me. That was yesterday. Yesterday I had to go to your website to find out your return policy and procedure. I stated that I needed to email a request to start your return process. I did that and today I received this email from you. Not with the procedure and instructions on how to return your product but an email requesting a reply to what went wrong or a 30% discount if I want to keep them for someone else. This has not been a good experience from your company. I actually remembered how hard it was to simply order one pair from your website or Facebook ad. At checkout and before processing my payment and order your site kept offering me to upgrade to a subscription plan for a discount. Then after declining and still wanting to pay I had to watch a 30 second video still trying to convince me. In the future if I ever recommended your product to someone I would refer them to Amazon for ordering. It was a much better experience. I do appreciate that in the fine print you mention that all your returns go to someone in need who cannot afford to buy these. That is very nice. You asked for my reply so here it is and now I will wait for you to reply back as to how I can return these and get a refund. I would much rather just email this to you than to take the time to copy and past this on Google and your website review with a 1 star explaining my experience in ordering. You may have a great product for some people that will benefit by it but your return method is less than desirable.
Response from XSTANCEMay 7, 2025
Hi there,
Thank you for taking the time to share your detailed feedback. We truly value the opportunity to learn from your experience, and we're sorry to hear that the XSTANCE insoles didn’t work out for your wife. Just a quick note: sometimes insoles, including ours, may require a short break-in period to adjust to the shape and feel of your feet. It's a common experience with many orthotic products. We recommend gradually wearing them for a few hours at a time to allow your feet to adjust — this can often help with comfort, especially in the beginning.
We also offer a 90-day money-back guarantee, so you're welcome to continue trying the insoles for a little longer to see if they work for her. If it turns out they’re still not the right fit, we can proceed with the seamless return process and refund you in full.
Furthermore, we do respond within 24 hours to return requests, so you should definitely receive an email with clear instructions for returning the product. If you haven’t received it yet, please check your spam or junk mail folder, as sometimes emails can end up there. Additionally, regarding your experience at checkout, we appreciate your feedback. We’ll review how we can improve this aspect of the process so it feels more seamless for future customers.
Lastly, we really appreciate your kind words about our donation policy — it’s something we take great pride in.
Thank you again for sharing your thoughts, and we truly hope we can make your experience with XSTANCE better moving forward!
-XSTANCE Team
PM
Peter M.
If the insoles don’t work for you and…
If the insoles don’t work for you and like me caused ankle pain, forget about getting your money back. I followed their return policy to a tee and still no refund! Not to be trusted!
I already sent you the tracking # copy of Post Office receipt!!
Response from XSTANCEMar 6, 2025
Hi there,
We're sorry to hear the insoles didn’t work out for you. Have you tried breaking them in? We highly encourage it! Wearing them in 2-hour increments at first can really help enhance comfort and performance.
But we do understand you’ve already returned them, and we can assure you that you’ll get your money back. If you’ve sent us the return tracking number at [email protected], that’s great! We’ll process it as soon as possible, and you’ll hear back from us once it’s processed. If you haven’t received an update, we recommend checking your spam or junk folder just in case.
Thank you for working with us on this!
-XSTANCE
RE
Robbie E.
no information
my lumbar pillow arrived with no instructions, no care instructions and no explanation on how to use it to receive the benefits!! this is unacceptable, especially since this is a gift!
someone from your company sent me an email with an attachment about useless exercises but with no directions on how to use your product which is “SUPPOSED” to improve SLEEP!!
if you send me information that information as well as care instructions. I would appreciate it and change my review.
Response from XSTANCEDec 10, 2024
Hi Robbie,
We apologize for the experience.
We appreciate every feedback we get, and ideas like yours could definitely provide better experience to our customers. Instructions to print ofcourse aside from the information found on our website.
Thanks again for giving them a try, and we look forward to hearing more about your experience as you continue to use them!
-XSTANCE Team 💚
AW
Adam W.
The insoles made my plantar Fasciitis Worse
The insoles made my plantar Fasciitis worse. I reached out to customer services and they agreed to refund if I sent the insoles to a charity (cancer research). I did this and sent them the tracking info as requested, however they have gone silent and haven't responded to any of my email and I cannot get hold of them to find out when I will be receiving my refund.
Response from XSTANCENov 15, 2024
Hi there,
Thank you for sharing your experience and we're sorry to hear that the XSTANCE insoles didn’t provide the relief you were hoping for with your plantar fasciitis.
We want to assure you that we take your refund request seriously and our team responds to customer inquiries in the order they are received, so if there’s been a delay in communication, we appreciate your patience.
It’s also possible our reply may have ended up in your spam or junk folder, as sometimes automated emails can get filtered there. We recommend checking those folders in case our response was redirected. If you don’t see anything, please feel free to reach out again and we’ll make sure to look into your case promptly!
Thank you for your patience and understanding!
JL
Jay L.
What an absolute joke
What an absolute joke, ordered on the 18th of October size 11 insole, had order conformation on the 21st, with tracking information that they say could take a few days to fully update, waited a few days, didn’t have tracking number so I presumed the order number was the tracking, this worked, it said they were delivered to Germany!!!! 3 days before😳, I’m in the midlands UK, tried emailing them, no reply, rang there helpline several times this is just always automated message saying to email them, what’s the point of having a phone contact listed? emailed them again, what an absolute joke, just can’t get hold of them, seems like they have just ripped me off for £30, maybe they are just in the post, travelling around the world, but just contact me and tell me that, communication from these guys is just non existent, unless its automated emails to sell you stuff getting loads of those from xstance. not happy, started to feel like I’ve been conned
Response from XSTANCEOct 29, 2024
Hi Jason,
We’re sorry to hear about your experience and completely understand your frustration. We’re currently experiencing significant growth, which is great news for us, but it has impacted our ability to respond to calls promptly. We are definitely working hard to get things back to the very high standards of service we used to provide! In terms of emails, we do always aim to reply to emails within 24 hours, so if you haven’t heard back, please check your spam folder, as our emails sometimes end up there.
Please also note that the order number is not the tracking number and this may explain why you received tracking information showing a delivery in Germany, as we don’t ship there. We also include the tracking link in our emails and it's worth double checking.
We encourage you to check your email again and if you still don’t hear from us, please reach out again. We’re here to help and will do our best to resolve this for you.
We also assure you that we are a legitimate company dedicated to helping our customers relieve foot pain and improve their quality of life and if your order gets lost and you'd rather get a refund, we can certainly process that!
Thank you for your patience and understanding!
PK
Paulette K.
Insoles are no different than many…
Insoles are no different than many others I have tried...Just more expensive! I had to trim nearly two inches off to make them fit, in spite of ordering the correct size. Customer service is horrible, and the site seems to be set up to not deal with any negative comments or refund requests. They charged me $20 for a guide book I didn't want. I sent an email, requesting a full refund. In return they deducted the guide book, and sent me the three huge, overpriced insoles. They sent me an email for a review, but once I wrote it and gave them a one star rating, the link to send it wouldn't work. Seemingly a bunch of scammers, getting rich off schmucks like me!
Response from XSTANCESep 3, 2024
Hi Paulette,
Thank you for sharing your feedback and we’re truly sorry to hear about your experience and the issues encountered.
The pricing of our XSTANCE insoles reflects the high-quality materials and advanced technology used to provide optimal support and comfort. This investment in your well-being is intended to offer lasting value.
In addition, our insoles are designed to be trimmable, allowing for a customized fit to your shoes. This flexibility is meant to ensure the right support and comfort tailored to specific needs.
Regarding the guide book, it is actually free. The initial charge was added to highlight its value but was fully offset by a discount, so there was no actual cost for the guide book at all.
We again apologize for any issues with customer service and the refund process. Efforts are made to address all concerns and refund requests with care but if a satisfactory resolution has not yet been received, please email us at [email protected] and provide additional details so that the situation can be addressed properly.
Thank you for your patience and for bringing these matters to our attention!
GI
Git
Bad customer service
So I placed a order and made a mistake and put wrong address. It hadn't even been 2hrs I started emailing and calling never got a response. Next morning not even 24hrs I get shipped notice. They have the worst customer service I have ever seen then after Call my bank now they want to respond to email 2 days later saying they sorry that they expidetied the order when it clearly says on there wedsite if there is a issue with your order reach out to us, worst place to order from
Response from XSTANCEAug 16, 2024
Hello there,
Thank you for your feedback and I’m really sorry to hear about your experience. It’s true that we’ve recently improved our shipping process to get orders out more quickly, which can sometimes result in expedited processing.
We’re also currently experiencing significant growth, which is exciting but has impacted our response times to incoming calls. However, we are committed to maintaining high standards of service and are working hard to get back to our usual level of responsiveness. We also always strive to respond to emails within 24 hours.
To address your concerns and see if there’s anything we can do regarding the shipping or address change, please continue to contact us via email at [email protected]. While our ability to alter orders after shipment is limited, we will do our best to assist you. Additionally, contacting the carrier directly is often the most effective way to manage address issues once an order is in transit.
Thank you for your understanding and patience. We look forward to resolving this for you.
Regards,
The XSTANCE Team
