XSTANCEReviews of thexstance.com

Response from XSTANCENov 19, 2024

Hi there, Thank you for your feedback and we’re sorry to hear about the worn-out insoles. Escalating a concern with a different team typically doesn’t take more than a few days so there’s a good chance we’ve already followed up with a solution. We also always aim to reply to emails within 24 hours, in the order they’re received and if you haven’t seen our response, it might have ended up in your spam or junk folder. You’re definitely fully covered by our 90-day money-back guarantee and we’re here to make sure everything gets sorted for you. If you haven’t received our email yet, please feel free to reach out again and we’ll be happy to assist you right away. Thank you for your patience and understanding!

Response from XSTANCENov 19, 2024

Hi there, Thank you so much for your review! We're glad to hear that you received a quick response from us and we appreciate your support in giving these insoles a "second home" for underprivileged communities. It’s wonderful to know that your return is contributing to this cause. We also want to mention that part of our profits go to Justice at Work, an organization dedicated to fighting for fair workplace environments—another important cause that we're proud to support. As for your refund, we’re quick to process it as soon as we receive the return tracking number. If you haven’t provided it yet, please feel free to send us an email with the details and we'll take care of it right away. Thanks again for being part of our mission and don’t hesitate to reach out if you need further assistance!

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!

Response from XSTANCENov 13, 2024

Hi Diane, We’re glad to hear that our initial response was timely. On the other hand, we apologize for any inconvenience caused by not receiving a reply to your follow-up email. It’s possible that our response ended up in your spam or junk folder so we encourage you to check them there too. If you still haven’t found our reply, please don’t hesitate to reach out again at [email protected] and we will ensure to address your concern promptly. Thank you for your understanding! Regards, Stephanie