XSTANCE Avis 755

Réponse : XSTANCE

ll y a 6 jours

Hi there,

Thank you for taking the time to share your experience! We genuinely appreciate all feedback, and we're truly sorry for the frustration and inconvenience this situation has caused you.

We completely understand how upsetting it must have been to reach out multiple times, hoping for a resolution, only to feel unheard. That is never the experience we want for our customers, and we sincerely apologize that we fell short in this instance.

Please know that we always aim to respond to every inquiry as promptly as possible, and in the order it was received. We're sorry that wasn't reflected in your experience this time around.

If you still haven't received a reply from us, we'd kindly recommend checking your spam or junk mail folder, as our responses sometimes land there. If you're still unable to locate it, please don't hesitate to reach out to us again or call us at (800) 906-7255.

We value your business more than words can express, and we truly hope to have the chance to turn this experience around for you. Thank you again for bringing this to our attention!

-XSTANCE-

Réponse : XSTANCE

ll y a 6 jours

Hi there,

Thank you for taking the time to leave this review and we're truly sorry to hear that your experience left you feeling this way.

We want to apologize that the wrong size reached you and we're sorry for the inconvenience it caused. We also want to gently clarify that accepting returns, especially when a customer receives an incorrect item, is something we absolutely stand behind. We would never want any customer to feel like they were left without a resolution, and we're sorry if that was the impression you were given at any point during your interaction with us.

If there was any miscommunication along the way, we truly want the chance to make it right. We'd kindly ask that you reach out to us directly with any previous emails or records of your conversation with our team, and we will personally look into this for you right away.

You can get in touch with us at support@thexstance.com or (800) 906-7255.

Your satisfaction means everything to us, and we would love the opportunity to turn this experience around for you!

Réponse : XSTANCE

1 avr. 2026

Hi there,

We're so glad to hear you love our product, and that truly means a lot to us!

On a different note, we're sorry you felt that way during the checkout process. The last thing we want is for anyone to feel overwhelmed or frustrated when they're simply trying to complete a purchase. Our intention with any additional offers is to make sure you don't miss something that could genuinely support your comfort and wellness journey, often at a much lower price than purchasing separately. We know that finding products that work can take time and money, so we try to surface relevant add-ons at checkout as a convenience, not a pressure. That said, we completely understand that too many pop-ups or add-ons can feel pushy, and that is not the experience we want to create for anyone.

Your feedback is incredibly valuable, and we'll be passing it along to our team to take a closer look at how we can make the process smoother and more respectful of your time.

Thank you for taking the time to share this with us. It's how we get better!

- XSTANCE -

Réponse : XSTANCE

25 mars 2026

Hi Linda,

Thank you for taking the time to share your feedback! We are truly sorry to hear that the insoles aggravated your hip pain, and we sincerely apologize for the frustrating experience you've had with us. This is absolutely not the standard we hold ourselves to, and we completely understand why you are upset.

Regarding the discomfort, our insoles are designed to provide firm arch support and proper foot alignment, which can sometimes feel unusual at first as your body adjusts to a new level of support. We generally recommend wearing them for just a few hours initially and gradually increasing wear time over the course of a few days. We also recommend removing the original insoles from your shoes before inserting XSTANCE insoles to ensure the best fit and avoid any unnecessary pressure on your feet. That said, we fully understand that every person's body is different, and we are genuinely sorry it did not work out for you the way we had hoped.

As for the billing concern, we want you to know that we take this very seriously. This is not something that typically happens and we will be thoroughly investigating what went wrong on our end. If there was an error on our side, we will absolutely make this right for you - you have our word on that.

If you have not yet received a response to your previous email, we kindly ask that you check your spam or junk folder as our replies can sometimes end up there. Please do not hesitate to reach back out directly and we will prioritize getting this fully resolved for you right away.

Thank you again for sharing your experience, as this helps us improve!

-XSTANCE Team-