XSTANCEReviews of thexstance.com

Response from XSTANCEJul 7, 2023

Hi there, We appreciate you taking the time to share your feedback regarding your recent purchase. We apologize for any inconvenience caused by the extended delivery time. We understand that waiting for 15 days for the delivery is not acceptable, especially for someone experiencing foot pain. We always strive hard to deliver our products at the soonest possible time, however, due to the overwhelming orders we receive, we're only able to deliver the products within 5-15 business days once it's dispatched. We also made it transparent by adding this information in our website. Please be assured that we are definitely looking for ways to improve our delivery service to be able to deliver our products as soon as possible. We also understand that pricing is an important factor, and we regret if our prices did not meet your expectations. We acknowledge that there are some that are much cheaper and while they may be similar to other cheap insoles, please be assured that our Insoles are worth buying. Your feedback is valuable to us, and we will use it to improve our services. We apologize for any disappointment caused and we still hope you give us a chance in the future! If you need anything at all, please let us know! XSTANCE Team

Response from XSTANCEMay 24, 2023

Hi there! We apologize for any inconvenience you have experienced with your recent order. We strive to provide accurate product descriptions and sizes, and we understand the frustration when expectations are not met. To ensure that we address this problem effectively, please reach out to us at [email protected] so we can help check the sizing and identify any discrepancies. We also definitely understand the importance of prompt communication, and we are working to enhance our customer support to ensure a more seamless experience for all our customers. We’re experiencing overwhelming growth but our email support has always been responsive via email and you can be assured that we respond within 24-hour. We recommend you check your spam or junk mail as our emails might have sneaked in there. Thank you for working with us on this!

Response from XSTANCEMay 9, 2023

Hello there! We are sorry to hear that you're not satisfied with your purchase. We take all feedback seriously and strive to provide the highest quality products to our customers. We would appreciate the opportunity to make things right, and we encourage you to reach out to us directly at [email protected] so we can address any issues you may have experienced. Thank you for bringing this to our attention.

Response from XSTANCEMar 18, 2023

Hi there! We are sorry to hear you have yet to receive your orders. That usually doesn't happen, and that's definitely not something we want you to experience. Please continue to communicate with us at [email protected]. We also recommend you to check your spam/junk mail in case our emails went there. Thank you for your patience and understanding!

Response from XSTANCEMar 1, 2023

Hi there! We’re sorry about the experience you had with us. We get a little busy sometimes assisting other customers but we certainly do our best to respond within the 24-hour window and in order that your inquiry was received—your patience is highly appreciated! Our team is totally transparent and we do not in any way, mislead our customers regarding the fees thus we show the final total during checkout and that’s the exact amount that you should only pay—it’s just the cost of the products ordered since shipping is also totally free worldwide. If you received an additional charge, we’d be glad to take a look and in the meantime, we recommend you reach out to your bank as they are the best ones who could help you sort that out. We can certainly help get your money back if you've already decided to cancel and rest assured your request will be attended accordingly. Thank you for your understanding and we do hope you give us a chance again in the future!

Response from XSTANCEDec 19, 2022

Hi there! We’re sorry to hear you have yet to receive your shipment. That usually doesn’t happen as we always strive hard to deliver our products as soon as possible however, as we’re also now approaching the holiday season, there may be some delays with the shipment. We thank you for your feedback with some alternative shipping partners. We’d also love to look into it further! Please continue to reach out to us at [email protected] so we can update you regarding the status of your order. Thank you for your patience and understanding!

Response from XSTANCEDec 9, 2022

Hi there! We are sorry to hear you are not satisfied with our insoles. Our variant is suitable for a small range of sizes and it can be trimmed and adjusted to fit your existing shoe or boot without affecting the functionality. If trimming them won't work for you, you can send us an email at [email protected] and we'll do our best to help!

Response from XSTANCEDec 6, 2022

Hi there! We understand you found the same product elsewhere for a cheaper price however, please note that we only sell our insoles on our official website and we do not have any retailers on eBay or any other sites. We are aware of fake insoles that look like ours and it is unfortunate, but there is not much we can do about it. Those are from materials that do not have the same quality. Due to our recent success, there has been a big spike in knock-off brands posing as XSTANCE. Those companies imitating us are more concerned about profits than people’s health and this could lead them to use cheaper materials that may make foot conditions worse over time. Nevertheless, we hope you can try our insoles as our insoles are indeed proven and aimed to help people to walk better and without any pain.