XSTANCEReviews of thexstance.com

Response from XSTANCEJul 3, 2024

Hi there! Thank you for reaching out and bringing this issue to our attention. We apologize for any confusion or inconvenience caused regarding your order of slippers. We understand how frustrating it can be to receive the wrong color after placing an order for a specific item. Please reach out to us again at [email protected] so we can investigate this matter further to ensure a resolution. Our email support has always been responsive via email and you can be assured that we respond within 24 hours. We also recommend you check your spam or junk mail as our email might have sneaked in there. Thank you for working with us on this!

Response from XSTANCEJun 6, 2024

Hi there! We're very sorry to hear about your experience and understand how frustrating this must be, especially when dealing with daily foot pain. We truly apologize for the delay and any inconvenience caused. We strive to ensure all orders are accurate before shipping so we will look into why you received the incorrect size. We've also always been quick in processing replacements and we will address why this happened as it shouldn't have. We have different fulfillment centers so we can typically ensure that orders arrive within 2-5 business days for US orders. Please reach out to us again via email at [email protected] and we will prioritize resolving this issue for you. Thank you for bringing this to our attention and we appreciate your patience!

Response from XSTANCEMar 20, 2024

Hi there! We are truly sorry to hear about your experience with the insoles you received. This is certainly not the type of experience we aim to provide. We take issues like these very seriously and would like to investigate further. We do respond within a 24-hour period as much as possible and if you've already reached out to us via email at [email protected], we recommend you check your spam or junk mail as well in case our response sneaked in there. We'll do everything we can to make things right for you. Thank you for bringing this matter to our attention!

Response from XSTANCEMar 8, 2024

Hello there! We deeply regret the inconvenience caused by your order. This falls below the service standards we aim to uphold, and we empathize with your frustration. To address this matter to your satisfaction, we encourage you to contact us directly via email at [email protected]. This will allow our dedicated customer service team to conduct a thorough investigation and offer the assistance required. Thank you for your understanding and patience as we strive to rectify this situation for you.

Response from XSTANCEMar 6, 2024

Hi there! We are truly sorry to hear about the delay in receiving your order, and we understand the frustration it has caused. To address this issue promptly and ensure we resolve it to your satisfaction, we kindly ask you to connect with us directly via email at [email protected]. This will allow our dedicated customer service team to investigate your case thoroughly and provide the assistance you need. Your feedback is invaluable to us and we genuinely appreciate your understanding as we work to make this right for you.

Response from XSTANCENov 10, 2023

Hi there! We appreciate your feedback regarding your recent order, and we're sorry to hear about your frustration. It certainly does not align with our current operational standards. Our recent transition to a new fulfillment center has significantly improved our order dispatch times to 1-2 days, resulting in expected delivery within 2–5 business days. To address your specific situation, we kindly request that you reach out to us at [email protected] with more details so that we can thoroughly investigate the matter. Your experience is valuable to us, and we are committed to resolving any potential issues to ensure the highest level of service. Thank you for your understanding and patience!

Response from XSTANCESep 11, 2023

Hi there! We're truly sorry to hear that you're facing these difficulties, and we apologize if you've been asked repetitive questions. We understand that this situation has been incredibly challenging for you, and we genuinely want to assist you in resolving it as effectively as possible. If you could provide more specific details or let us know what hasn't been resolved, we'll do our best to assist you in finding a solution. You can reach out to us at [email protected] if you haven't already contacted us via email. We'll prioritize your case and do our utmost to provide the assistance you require.

Response from XSTANCEAug 10, 2023

Hi Greg! We are sorry to hear that you have yet to receive your order. We understand that receiving your purchase 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. This usually doesn't happen and we'd definitely want to take a deeper look. We’re experiencing overwhelming growth, which is great news, but it affected our response to incoming calls. We are working hard to get things back to the very high standards of service we used to have. In the meantime, please send us an email at [email protected] so our email support can respond as soon as possible. Thank you for working with us on this!