XSTANCE Reviews 769

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-

Reply from XSTANCE

Nov 30, 2025

Hi there,

We’re very sorry to hear about the terrible service you experienced with our shipping partner. That’s definitely not the type of experience we want you to have with us.

We truly value your feedback and will be passing this on to our team to help improve our delivery process. Please be assured that whatever happens, if you don’t receive your order, we’re here to make things right.

We encourage you to reach out to us directly at support@thexstance.com so we can investigate your delivery and resolve this for you as quickly as possible.

Thank you for bringing this to our attention, and we hope to make your next experience much smoother.

– The XSTANCE Team

Reply from XSTANCE

Nov 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