XSTANCEReviews of thexstance.com

Reply from XSTANCEJan 21, 2026

Hi Rose, We’re truly sorry for the frustration and concern this situation has caused. We understand how upsetting it can feel when you’re trying to arrange a return and things don’t seem clear right away, and we appreciate you taking the time to share your experience. We always aim to respond to all inquiries within 24 hours. If you didn’t receive our earlier emails, we kindly suggest checking your spam or junk folder, as our messages can occasionally be filtered there. Regarding the different claim numbers you received, these are automatically generated to help us properly track and process each request. This system allows our team to actively monitor your request, ensure nothing is missed, and reassure you that your case is being reviewed and handled. We’ll be getting back to you with updates as soon as possible. We’re also sorry to hear that the insoles didn’t meet your expectations, which led you to request a return. Please rest assured that we’re committed to making this right, and once the return process is completed, your refund will be issued accordingly. If you have any questions in the meantime or need further assistance, please don’t hesitate to reach out. We’re here to help and want to make sure this is resolved smoothly for you. - XSTANCE TEAM -

Reply from XSTANCEDec 26, 2025

Hi there, We’re truly sorry to hear about your experience. This is definitely not the type of experience we want any of our customers to have with XSTANCE. We’d like to mention that breaking in your insoles is important. We recommend wearing them for a few hours at a time in the beginning and gradually increasing usage over several days until you become accustomed to the support. It’s normal for them to feel uncomfortable or unusual at first, but proper footwear can have a significant impact on your posture and body movement. Our support team is also available 24/7 to ensure every concern is addressed promptly, with responses within 24 hours in the order they are received. If you’ve already reached out via email and haven’t received a response yet, it’s worth checking your spam or junk folder as messages sometimes end up there. Our phone lines are currently experiencing very high demand as well due to our rapid growth, which can make it harder to reach us immediately but this is something we’re actively improving as we continue to expand. Please rest assured, we stand by our 90-day money-back guarantee. Whatever happens, you can be confident that you will receive a refund if our insoles don’t work for you. We truly appreciate your feedback and hope we can turn this experience around for you. — The XSTANCE Team —

Reply from XSTANCEDec 15, 2025

Hi there, We’re really sorry to hear that our XSTANCE insoles didn’t work out for you and that they seemed to worsen your hip pain. Everyone’s feet and body mechanics are different, and we understand how discouraging this experience must have been. What has worked for some customers is allowing a short break-in period. We generally recommend wearing new insoles for just a few hours at the beginning and gradually increasing wear time as your body becomes accustomed to the added support. It may feel uncomfortable or unusual at first, as proper footwear can influence posture and overall body movement. That said, we want you to still feel confident trying our insoles. We offer a 90-day money-back guarantee, so if you decide not to continue using the insoles, we’ve got you covered and would be happy to help you with a full refund. Thank you for giving our insoles a try and for sharing your honest feedback - we truly appreciate it! -XSTANCE-

Reply from XSTANCEDec 4, 2025

Hi there, We’re truly sorry to hear about your experience with us! This is definitely not the type of experience we want anyone to have with XSTANCE. We hear you loud and clear about the ordering process, and the last thing we want is for anyone to feel overwhelmed or frustrated while just trying to check out. Our intention with any extra offers is to highlight savings opportunities, but these are completely optional, and you can always choose to opt out. In regard to the cancellation, we appreciate that you reached out immediately to cancel the additional order, but unfortunately, it looks like it didn’t make it in time. During this busy period, we closely work with our shipping team to ensure we prioritize shipping and have been expediting deliveries to get orders to customers as quickly as possible. We’re also sorry that the insoles didn’t work for you and caused discomfort. In general, we recommend wearing insoles for a few hours at a time in the beginning and gradually increasing usage until you become accustomed to them. If you’ve tried this and it still didn’t work, we completely understand and can certainly help with the return and refund. We guide our customers through the process and always aim to work with them to find the best solution so they’re not stuck with something they don’t want. Around the holiday season, some customers have considered gifting the insoles, and we also understand that returning a product can sometimes be challenging. That’s why we’ve suggested a few options, which are meant as optional ideas. We never intend for anyone to keep a product unwillingly, and we’ve also offered a little something for those who may choose to keep them. Whatever happens, you can be fully assured that you’re covered by our 90-day money-back guarantee. We’re always committed to making sure every customer receives a timely response, so our team is available 24/7 and aims to respond within 24 hours. If you don’t receive a reply within that time, it’s worth checking your spam or junk folder, as sometimes emails land there. We sincerely thank you for taking the time to share your feedback and apologize that your experience with us wasn’t a good one. We truly understand how frustrating this situation has been, and we want you to know that we’ve taken note of everything you’ve shared. Hearing directly from our customers helps us improve our service so that future experiences are smoother, easier, and more satisfying! -XSTANCE Team-

Reply from XSTANCESep 30, 2025

Hi there, We’re really sorry for any inconvenience you’ve experienced while trying to return your XSTANCE insoles and we’re sorry they didn’t work out for your girl. In general, we recommend wearing XSTANCE insoles for a few hours at first and gradually increasing the time until you’re fully accustomed to the support. It may feel a bit unusual at the beginning, but proper footwear and the support provided by XSTANCE insoles can have a big impact on your posture and overall body movement. If she’s already tried breaking them in and isn’t getting positive results, we completely understand and definitely want to help. If you haven’t received a response yet, we recommend checking your spam or junk folder as it might have landed there. Our customer support team works 24/7, and we always aim to respond within 24 hours. If it’s still not in your inbox, please reach out again via email at [email protected] or call/message us at (800) 906-7255 — we’ll make sure to get this sorted for you. We truly appreciate your patience and want to make this right! 💚 -XSTANCE Team

Reply from XSTANCESep 10, 2025

Hi Brendan, We’re truly sorry for the inconvenience you experienced! It was never our intention to trick or mislead our customers in any way, and our goal is always to be as clear and transparent as possible. More often, we run different promotions to help our customers save, but we never set out to mislead anyone. These promotions are optional, and you can certainly opt out if you prefer. We completely understand your frustration and want to reassure you that customers’ emails are not ignored. Our support team works 24/7, and emails are answered in the order they are received. At the same time, our fulfillment system is automatic to ensure orders are processed and shipped quickly. The creation of a label is part of our process to keep customers updated, and it does indicate that the package will be shipped shortly afterward. Our support and fulfillment teams operate separately, and unfortunately, if this happened to you, it means the timing overlapped. But that doesn’t mean we’re unable to help anymore. If you didn’t intend to order more, we can certainly help you get your money back. Just reach out to us at [email protected], and we’ll make sure this is addressed promptly. Thank you for sharing your feedback! It helps us improve our process and communication moving forward. --XSTANCE

Reply from XSTANCESep 8, 2025

Hi there! We are sorry for the frustration this caused. We stand by our 24-hour response time and truly appreciate your patience while waiting for calls to be attended. We are experiencing overwhelming growth, which is great news, but it also means calls are sometimes harder to get through. We are definitely working hard to get things back to the very high standards of service we used to. Please also know that we can indeed cancel orders within 24 hours, so you can be assured your request will be taken care of on time. If your call is not answered right away, we encourage you to reach out via email, where our response time is always within 24 hours. Please check your spam or junk folder just in case our reply ended up there. We are fully committed to helping and making sure you get the support you need! Thank you for your patience and understanding! - XSTANCE

Reply from XSTANCEJun 26, 2025

Hi John, We’re really sorry to hear about your brother’s experience and the frustration you've both felt. We’re currently experiencing overwhelming growth, which is a great step forward for our team but it has temporarily affected how quickly we can answer incoming phone calls. To make sure no one is left without support, our system directs callers to email us, where we’re able to respond faster and keep better track of each concern. We understand this may feel impersonal, and we’re actively working to improve this. As for the return shipping, we understand the confusion and sincerely apologize if our policy wasn’t clear. While our return page does mention international shipping separately, return shipping is paid by the customer regardless of location. This is stated in our return policy https://getxstance.com/pages/return-policy/ but we’ll be passing your feedback to the team to make sure it’s communicated more clearly moving forward. We’re also sorry to hear the insoles didn’t help your brother. Did he have a chance to break them in gradually? We always recommend wearing XSTANCE insoles for just a few hours at first, and slowly increasing wear time as the firm arch support can feel unfamiliar at first, especially for those switching from soft or no support. Sometimes, discomfort is a sign that the body is realigning, which can take time. We completely understand that every foot is different, and we truly want our product to help, not hurt. Regarding social media — transparency is very important to us. We do moderate spam or offensive content to maintain a helpful space, but honest feedback is always welcome and never silenced. You're absolutely welcome to continue reaching out, and we’ll make sure someone gives you the attention and assistance you deserve. Thank you again for sharing your feedback — it helps us improve!