XSTANCEReviews of thexstance.com

Response from XSTANCENov 17, 2025

Hi Gladys, We’re truly sorry to hear about your experience! This is absolutely not the kind of interaction we want you to have with us. Thank you for taking the time to share this, and we appreciate the opportunity to clarify. The XSTANCE Heel Guide is indeed free, and while its value shows during checkout, a discount of the same amount is automatically applied, fully offsetting it. Plus, the shipping and handling is also completely free. In regards to the tax, it is not calculated from the $19.95 value. It’s determined by your state’s tax rules, which is something we unfortunately can’t control on our end. We also understand that the video and promotional offers may have felt overwhelming. We run different promotions from time to time with the intention of giving customers more options, but we understand how it can sometimes come across as too much. Your feedback is incredibly helpful, and we’ll be sharing it with our team. Lastly, our team works 24/7 as we always want to make sure we’re here for our customers. Our response time is typically within 24 hours, and we reply in the order messages are received. In some cases, emails may land in spam or junk folders, so it’s worth checking there as well. We’re very sorry for the frustration this caused. If there’s anything you’d like us to look into or resolve for you personally, we’d love to help! Please feel free to reach out, and we’ll make sure you’re taken care of. Warm regards, The XSTANCE Team

Response from XSTANCENov 27, 2024

Hi there, Thank you for taking the time to share your experience and we're truly sorry to hear about the challenges you've faced shopping with us! Our fulfillment team takes great care to process orders accurately and avoid mix-ups but if there’s been a mistake on our side, we’d be happy to make things right for you. Please don’t hesitate to contact our team directly so we can review your order and ensure a proper resolution. We also understand your concerns about the durability of our shoes. While they are designed to be lightweight for enhanced comfort, they’re crafted with premium materials to provide long-lasting support and withstand regular use. We also offer a money-back guarantee for your peace of mind. We stand behind the quality of our products and your feedback is valuable as we strive to continually improve. As for the return shipping, we understand how this can feel frustrating. While our policy doesn’t include providing return shipping labels, this approach allows us to offer our 100% money-back guarantee while keeping our products accessible and affordable for everyone. Transparency is important to us, which is why we make sure this policy is clearly outlined on our website. We did offer free shipping when sending your order to you, making the initial purchase even more convenient. If you haven’t already contacted us about your return, we encourage you to provide the return tracking number to our support team at [email protected]. This will help us process your refund as quickly as possible. We sincerely appreciate your patience and understanding, and we’re here to help if you need further assistance. Warm regards, The XSTANCE Team 💚

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 XSTANCEMar 13, 2024

Hey there! We're sorry to hear that you didn't find our XSTANCE insoles as comfortable as expected. We recommend wearing them in 2-hour increments initially to allow your feet to adjust to the new sensation. After a few days, many users find that they become accustomed to the support and can wear them all day with ease. Regarding pricing, we want to assure you that our prices reflect the quality and advanced technology invested in designing and producing our insoles. We appreciate your feedback and will take it into consideration as we strive to improve our offerings. If you have any further questions or concerns, please don't hesitate to reach out. We're here to assist you!

Response from XSTANCEOct 10, 2023

Hi there! We appreciate your feedback and are glad to hear that the discount code issue was resolved promptly by our Customer Service Team. On the other hand, we’re sorry to hear your XSTANCE insoles have yet to arrive. Our shipping generally takes 5-15 business days and we believe it is still in transit since it has only been a week. Our customer support team will be more than happy to assist you track it and you may continue to reach out to us at [email protected] so we can help you further! Thank you for your patience and understanding!

Response from XSTANCEJan 3, 2023

Hi there! Our shipping generally takes 5-15 business days as shown on the website. We do send shipping notifications but if you have yet to receive it, you might as well check your spam or junk mail as the emails might have sneaked in there. You may also reach out to us at [email protected] so we can provide you with the most recent update on your order.

Response from XSTANCEOct 26, 2022

Hi there, We’re sorry to hear about your disappointment. We understand you have a concern about the reviews and since we operate as one, this is the official Trustpilot profile of XSTANCE for all countries. XSTANCE Insoles are designed in the UK. In case of a lack of inventory from your nearest location, we will send our products from our main fulfillment centre in China, where we manufacture and stock large quantities and styles of our insoles. Our manufacturer in China is our long-term and verified partner. We have very strict quality control in place which ensures that every item follows the manufacturing process to the highest standard. This information is also included on our shipping page which can be found here: https://thexstance.com/pages/shipping-policy https://thexstance.co.uk/pages/shipping-policy With regard to the quality, we’d be glad to check it with our production team. We are committed to providing quality products that will help relieve foot pain and we are very appreciative of any feedback so we can address what needs to be addressed and continue to improve. Please send us an email at [email protected] with a photo of the one you received so we can investigate it.

Response from XSTANCEJul 1, 2022

Hello Matt! We are sorry you feel that way. It is totally not our intention to deceive anyone as this information is included on our Shipping Page that you can find here: https://thexstance.com/pages/shipping-policy XSTANCE Insoles are designed in the UK. In case of a lack of inventory from your nearest location, we will send our products from our main fulfillment centre in China, where we manufacture and stock large quantities and styles of our insoles. Our manufacturer in China is our long-term and verified partner. We have very strict quality control in place which ensures that every item follows the manufacturing process to the highest standard.