XSTANCEReviews of thexstance.com

Response from XSTANCEOct 9, 2026

Hi there, We’re sorry to hear how disappointing this experience has been, especially when you purchased our insoles hoping to find relief from your foot pain. We understand how concerning it must have been to experience increased discomfort, and we never want a customer to feel that their concerns aren’t being heard. Our recommendation to gradually break in the insoles and remove the factory insoles from your shoes is intended to help customers adjust to the added arch support and get the most out of their purchase. Arch support can take some getting used to, which is why we share these tips to help set the right expectations. That said, we understand that every person’s experience is different, and we take your feedback about the discomfort seriously. Regarding our phone support, we’re experiencing significant growth, which has affected our ability to answer incoming calls as promptly as we’d like. We’re definitely working hard to bring our response times back to the high standards we aim to maintain. That said, when call volumes are high, we direct customers to email so they don’t have to spend time waiting on the phone, and our team can assist them directly in writing. Please know that we don’t want you to feel stuck with a purchase that hasn’t worked out for you. Our 90-day money-back guarantee is there to give customers peace of mind, and if you decide that returning the products is the right choice for you, we want to help you through the process. Please continue working with our team at [email protected] so we can review your concerns and help bring this matter to a resolution. -XSTANCE-

Response from XSTANCEOct 7, 2026

Hi there, We’re genuinely sorry this experience felt so difficult and drawn out. We completely understand how frustrating it must have been to clearly request a return and full refund, while the conversation continued with different options instead. That back-and-forth is not something we would ever want a customer to experience, and we’ll be taking a closer look at what happened here. In some situations, when a customer is considering keeping their order rather than going through the effort of returning it, we may try to find an alternative that makes sense for them. Our intention is simply to offer an easier alternative when a customer is open to keeping the product, never to pressure them into changing their decision or make the return process more difficult. Ultimately, we want customers to feel comfortable with whichever decision they make. We offer a 90-day money-back guarantee because we want customers to have the opportunity to try XSTANCE without feeling stuck with a product that isn’t right for them. We’re sorry that your experience did not feel as straightforward or hassle-free as it should have, and we’d really like the opportunity to review what happened and help get this resolved. Please reach out to our team again at [email protected] so we can continue helping you from there. Thank you for your feedback, as it helps us improve! --XSTANCE--

Response from XSTANCEOct 2, 2026

Hi there, We’re sorry this experience left you feeling frustrated. We understand how disappointing it is when an order doesn’t go the way you expected, and we appreciate you taking the time to let us know what happened. We haven’t received other reports of items being added to an order unexpectedly, but we’ll definitely share your feedback with our technical team so they can look into this further. For situations like this, letting our team know before an order is placed gives us the best opportunity to look into any concerns right away and help avoid any additional hassle. We’ve also recently expedited our order fulfillment process to help ensure customers receive their orders as quickly as possible. Because of this, once an order has been fulfilled, we’re no longer able to make changes or cancel it. If that happens, though, please know you’re never left without options, and our team is always here to help with the return and refund process. Please reach out to us at [email protected] so we can personally assist you and make sure you’re fully taken care of! - XSTANCE -

Response from XSTANCESep 9, 2026

Hi Robert, Thank you for taking the time to share your honest feedback with us. We hear you loud and clear, and we completely understand why the checkout experience felt so overwhelming and frustrating for you. While our promotional videos do have a skip option, we know that facing multiple pop-ups and add-on offers can easily feel pushy or intrusive when you are just trying to complete your purchase. Our intention with these extra offers was never to mislead or create a difficult experience, but rather to present deals we thought customers might want to try. However, we fully recognize that it can feel like too much. The last thing we want is for anyone to feel frustrated when shopping with us. Our goal with any extra offers is to make sure you don't miss out on savings, but we also know how crucial it is to respect your time with a smooth, seamless checkout. Your feedback is incredibly valuable to us. We are passing your review directly along to our team to take a close look at our checkout flow and make the necessary improvements to ensure a better experience moving forward. If there is anything else we can do to assist you with your order, please do not hesitate to reach out to our support team directly. - The XSTANCE Team -

Response from XSTANCEApr 11, 2026

Hi there, Thank you for taking the time to share your experience! We genuinely appreciate all feedback, and we're truly sorry for the frustration and inconvenience this situation has caused you. We completely understand how upsetting it must have been to reach out multiple times, hoping for a resolution, only to feel unheard. That is never the experience we want for our customers, and we sincerely apologize that we fell short in this instance. Please know that we always aim to respond to every inquiry as promptly as possible, and in the order it was received. We're sorry that wasn't reflected in your experience this time around. If you still haven't received a reply from us, we'd kindly recommend checking your spam or junk mail folder, as our responses sometimes land there. If you're still unable to locate it, please don't hesitate to reach out to us again or call us at (800) 906-7255. We value your business more than words can express, and we truly hope to have the chance to turn this experience around for you. Thank you again for bringing this to our attention! -XSTANCE-

Response from XSTANCEApr 11, 2026

Hi there, Thank you for taking the time to leave this review and we're truly sorry to hear that your experience left you feeling this way. We want to apologize that the wrong size reached you and we're sorry for the inconvenience it caused. We also want to gently clarify that accepting returns, especially when a customer receives an incorrect item, is something we absolutely stand behind. We would never want any customer to feel like they were left without a resolution, and we're sorry if that was the impression you were given at any point during your interaction with us. If there was any miscommunication along the way, we truly want the chance to make it right. We'd kindly ask that you reach out to us directly with any previous emails or records of your conversation with our team, and we will personally look into this for you right away. You can get in touch with us at [email protected] or (800) 906-7255. Your satisfaction means everything to us, and we would love the opportunity to turn this experience around for you!

Response from XSTANCEMar 25, 2026

Hi Linda, Thank you for taking the time to share your feedback! We are truly sorry to hear that the insoles aggravated your hip pain, and we sincerely apologize for the frustrating experience you've had with us. This is absolutely not the standard we hold ourselves to, and we completely understand why you are upset. Regarding the discomfort, our insoles are designed to provide firm arch support and proper foot alignment, which can sometimes feel unusual at first as your body adjusts to a new level of support. We generally recommend wearing them for just a few hours initially and gradually increasing wear time over the course of a few days. We also recommend removing the original insoles from your shoes before inserting XSTANCE insoles to ensure the best fit and avoid any unnecessary pressure on your feet. That said, we fully understand that every person's body is different, and we are genuinely sorry it did not work out for you the way we had hoped. As for the billing concern, we want you to know that we take this very seriously. This is not something that typically happens and we will be thoroughly investigating what went wrong on our end. If there was an error on our side, we will absolutely make this right for you - you have our word on that. If you have not yet received a response to your previous email, we kindly ask that you check your spam or junk folder as our replies can sometimes end up there. Please do not hesitate to reach back out directly and we will prioritize getting this fully resolved for you right away. Thank you again for sharing your experience, as this helps us improve! -XSTANCE Team-

Response from XSTANCEMar 4, 2026

Hi there, We’re sorry to hear about your experience and appreciate you sharing your feedback. We understand how frustrating it can be when a product doesn’t feel right or when support doesn’t meet expectations. Our XSTANCE insoles are designed with a medium arch, so they’re generally not too high, but sometimes they can feel different at first. In general, we recommend wearing them for just a few hours in the beginning and gradually increasing the time as your feet adjust. This helps your muscles and posture get used to the support. Also, because our insoles slightly increase foot height, we suggest removing your original insoles before inserting the XSTANCE ones to create more space and comfort. We also always strive to provide impeccable customer service, and we’re genuinely sorry if we fell short in your case. If you’re not satisfied in any way, we encourage you to reach out directly at [email protected]. We’d love the chance to help make things right and learn how we can improve. Thank you again for your honest feedback - it really helps us do better! Warm regards, The XSTANCE Team