Saturday, November 7, 2026 · Customer reviews of US businesses
The Fair Hearing score
Excellent
784 reviews
XSTANCESelect a line to read only those reviews.
Honesty, 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 The Fair Hearing, with an average rating of 4.6 out of 5.
784 approved reviews, newest moderated first
Excellent customer service. Although the product did not work for me due to other knee issues the staff as respectful responsive and help come to fair resolution for both parties. Will recommend you to my friends and family.
By Sue W.
Working with Jason was so easy. He was quick to respond and took care of my return without issue
By Karen Bozzone R.
My experience started off as a 1-star. Post office said the 4 insoles I ordered was undeliverable. I sent a picture of my house and address to support to show Google knows where I live and there are no obstacles. Customer service sent the order back out and this time I received 1 pair of insoles instead of 4. I contacted Jason in support again (who was so kind with the errors that happened on my order) and he made sure I had a new order of 4 insoles sent out and a little gift for waiting over a month to finally get my order. Jason's kindness was so over and above anyone I've even dealt with that I have to give Jason 5 stars. (The distribution area needs to up their game but I want to recognize someone who was over and above what you normally get with support). Thank you Jason.
By Denise
Placed an order online. You guys tricked me with the up-selling. I sent an email canceling the order within 10 minutes. I received no response. 5 hours later I get an email stating that the inserts shipped. They were not shipped. Just a label was created. So you did not honor my request to cancel within 10!minutes of ordering. Conveniently chose to ship hours after I sent a cancelation email, but before answering my request. Very unscrupulous business practices.
By Brendan M.
Response from XSTANCE· Sep 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
Your customer service is awesome. After i made a mistake in my address and noticed my order was returned by shipper, Jason corrected everything and I received my order.
By Gerta D.
***DO NOT ORDER FROM THIS COMPANY, they don't answer the phone and no way to cancel an order within 24 hours as they claim.**** They purposely did not reply to email or messages until after 24 hours. Very deceitful company. ***Do not believe the reply, I was initially told once someone got to my email after 24 hours, that it had shipped when it had not. Very poor company. Waiting to see on my statement if what they said occurred, actually did.*""
By Gerri
Response from XSTANCE· Sep 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
Your representative was completely honest with me when I asked if your product was suitable for my particular issues. Sadly, it was not but hopefully in the future there will be something you can provide.
By Judy
Great comfortable insoles. My right foot pronates due to a tendon and I lost my arch. So especially for this right foot the insole stabilizes and makes walking more comfortable.
By mary R.
