XSTANCE Reviews 765

Reply from XSTANCE

Dec 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 XSTANCE

Dec 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 XSTANCE

Dec 8, 2025

Hi Deborah,

Thank you for sharing your feedback, and we’re truly sorry for the frustration and delay you experienced. This is absolutely not the kind of experience we want our customers to have.

We always strive to ensure our shipping partners maintain the highest standards, and when issues like this arise, we immediately work to resolve them and make things right. We understand how inconvenient this has been, and we genuinely appreciate your patience as we worked through the situation.

If there are any problems with the delivery of your replacement order, please don’t hesitate to reach out to us directly at support@thexstance.com so we can investigate and address it promptly.

We truly value your feedback, and we hope you’ll consider this an isolated case. We would love the opportunity to provide you with a better experience in the future.

Warm regards,
The XSTANCE Team

Reply from XSTANCE

Dec 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-