Excellent
Based on 784 reviews
XSTANCE4.6Honesty, pricing, process and quality scores appear once 5 customers have rated them.
XSTANCE is the home of radically better footcare. Our mission is simple. To bring you real pain relief results, in record time, without the need for invasive surgery or overpriced physiotherapy.
XSTANCE (thexstance.com) has 784 customer reviews on Folks Told, with an average rating of 4.6 out of 5.
784 approved reviews, newest moderated first
Baker
I had an issue with my insoles and within 1 hour of emailing customer support, they responded. I sent them pictures of the damage and they sent me new insoles that arrived 2 days later. Great customer service to back their product.
Tina P.
I received a quick response early on the Monday after a holiday weekend which surprised me a lot. The person who emailed me was friendly and helpful.
Donnie K.
My right heel and foot hurt so bad I thought I was gonna have to quit my job. I bought the insoles and the rubber things that you put around your ankle I noticed an improvement after 1 day. And after about 4 months my foot feels back to normal again! I'm still wearing the insoles in my work boots and shoes. Thank you so much for your product I'm glad I didn't have to quit my job!!
John D.
WHATEVER YOU DO, DO NOT ORDER THESE INSOLES AND STAY AWAY FROM THIS COMPANY. PHONE NUMBER IS THERE BUT IF YOU CALL IT, IT TELLS YOU TO EMAIL THEM, LIKE WHATS THE POINT TO HAVE A PHONE NUMBER THERE??? VERY SCAMMY TO ME. SECONDLY CUSTOMER SERVICE IS NON EXSISTENT. BROTHER BOUGHT INSOLES FROM YOU, AND WHEN HE TRIED TO RETURN, THEY WANTED HIM TO SHIP THE ITEM BACK WITH HIS OWN MONEY. ON THE WEBSITE IT SAYS RETURNS SHIPPING FEE IS FOR INTERNATIONAL CUSTOMERS. IT DOES NOT SAY THAT FOR U.S. ON TOP OF THAT, THEY INSOLES MADE HIS FEET EVEN WORSE. STAY AWAY PLEASE FOR THE LOVE OF GOD. INSTEAD OF MAKING IT RIGHT AND PROVIDING THE SHIPPING LABEL, THEY WILL SCREW YOU OVER. WHEN ASKED TO SPEAK TO A MANAGER THEY WILL GIVE YOU THE RUNAROUND. YOU HAVE BEEN WARNED. ALSO THEY DELETE COMMENTS ON THEIR SOCIAL MEDIA SO THAT YOU THINK THIS IS A 5 STAR COMPANY BUT ITS NOT A 5 STAR COMPANY. ITS A DISHONEST AND SCAMMY COMPANY. STAY AWAY
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!
Vicki K.
There was a hiccup with USPS, so I quickly emailed the company. They fixed the problem right away and I received my supports for myself and my husband within a few days. We're wearing them and loving them!
Linda A.
Quick, helpful response.
Karen S.
Xstance was very quick from the first e mail they offered difference options I could chose from. I chose to send them back for a refund, The thing about that they had me send them to someone who could use them, Which I liked that they would not end up in a land fill. Sending them back cost a lot of money makes me not want to try something new.
Kyle
I had hip and back pain for the longest time, I came across Xstance and for the first time in I don’t know how long I don’t have constant pain. I’m not a guy to say these work on a commercial informing others of the benefits of these insoles but after wearing these for a few days. I would be that guy to say how they changed my life. That’s how I feel about purchasing and wearing these. Such a great buy!
