Name: TheInsoleStore
Address: 8511 Davis Lake Parkway, Suite C6 #117, Charlotte, North Carolina
Rating: 4.63

“shipping is terrible very slow”

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Posted 2 days ago

“They're ice but they don't fit my shoes correctly. I'd like to return them but I'm not sure how to go about doing so.”

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Posted 1 month ago

“I didn’t receive my order”

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Posted 1 month ago

Thank you for your review, Theresa! We are truly sorry to hear that you have yet to receive your order. We understand how frustrating this can be, and we want to assist you in resolving this issue. To help you further and assure your package makes it to you successfully, we will be reaching out to you privately so we can look into your order status and provide you with any necessary updates. Your satisfaction is important to us, and we appreciate your patience as we work to make this right. Thank you for bringing this to our attention!

Posted 1 month ago

“Too big waste of money .”

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Posted 2 months ago

Thank you for your feedback, Samuel! Our store actually does not offer Next-Day delivery as a shipping option. We offer both Expedited Shipping (estimated to arrive after 1-3 days in transit plus one day for final delivery), and Standard/Free Shipping (estimated to arrive after 2-5 days in transit plus one day for final delivery); You selected our Standard/Free Shipping at checkout. Your order left our warehouse on 2/5/25 and is expected to arrive to you by 2/11/25 per your tracking, so your order is arriving within the expected time frame for the delivery method you chose. We will be following up with a tracking status email to ensure are able to follow along with the progress of your order up until final delivery. If you have any further questions or concerns, please let us know. We appreciate your business and hope to serve you again in the future!

Posted 2 months ago

“I still have not received my order and I am wondering if it has been delivered to the wrong address”

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Posted 7 months ago

Thank you for taking the time to provide us with your feedback, Joyce! We are so sorry to hear that you have yet to receive your order, and we will be reaching out to you privately to provide you with an update and to ensure we get this resolved for you. We appreciate your business!

Posted 7 months ago

“I have not received my Inserts I will only respond to reviews after I received them. And not before right now. I'm hesitant about even doing that. Since I have not received my order or even an email saying they have shipped.”

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Posted 7 months ago

Thank you for your feedback, George! This review is asking you to rate your shopping experience on TheInsoleStore.com. You will receive a separate email after you receive your order and have a chance to try your products asking you to rate your items. Your order shipped out from our warehouse on 9/2/24 and is currently in transit to you. Your order confirmation email and tracking confirmation email was sent to the email address provided on your order. If the email did not show up in your Inbox, we urge you to check your Spam/Junk or Promotions email folder. We will be following up privately via email to ensure you receive your tracking details. We appreciate your business!

Posted 7 months ago

“N only can I not review a product I have not actually received yet the, current climate of receiving constant nagging emails from ordering a simple product online asking for reviews and “stars” makes me very unlikely to order products from your store in the future. I want a simple process of ordering a product. I expect that product to work. I really don’t have time or interest to write positive reviews for your products that I haven’t had an opportunity to try so that you can generate more sales. How would you feel if every time you purchased a product or service you were hounded for reviews rather than just being able to enjoy the product or service, assuming you actually receive it.”

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Posted 8 months ago

Thank you for taking the time to provide us with your feedback, Tristan! This review is asking you to rate your shopping experience with TheInsoleStore. We send out another email asking to review your product after it has been delivered and our customers have had an opportunity to try it out. We sincerely apologize for any inconvenience or grief our request of a review has caused you. We send out these review requests so we can gather feedback on the service we are providing to our customers to ensure the best level of customer care possible, but there is never an obligation to respond to our requests to rate your experience or product. If we can ever be of assistance with anything, please feel free to reach out to our Customer Service Team at Help@theinsolestore.com as we are more than happy to help with anything. We appreciate your business!

Posted 8 months ago

“Company chooses to ship with the cheapest carrier, DHL. They are cheap for a reason, they suck. If you're okay waiting for a week or more to get items when they get lost then order away, not me.”

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Posted 8 months ago

Thank you so much for taking the time to provide us with your feedback regarding your experience with TheInsoleStore, Brian. We truly appreciate customers like you who share their thoughts and allow us the opportunity to improve our services. We apologize for any inconvenience caused by choosing to ship your order with DHL. We understand that delays in delivery can be frustrating, especially when items get lost. Rest assured, we take your feedback seriously, and we will reevaluate our shipping options to ensure a more efficient and reliable service in the future. We show that one of our Customer Service associates has touched base with you regarding your order, and we assure you we will ensure your order arrives to you successfully. Once again, thank you for bringing this matter to our attention. Your feedback allows us to continually improve, and we hope to have the opportunity to serve you better in the future!

Posted 8 months ago

“Sorry, I received the incorrect size, and would like to exchange them for the correct size, which is 10.5 womens/9/9.5 mens.I would appreciate hearing from you as to how I could accomplish this.”

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Posted 9 months ago

Thank you for your feedback, Marjorie! We do show that your insoles were ordered in the size Men's 4-4.5 / Women's 5.5-6. We are more than happy to assist you with exchanging for the correct size. Please be on the lookout for an email from our Customer Service Team! We appreciate your business!

Posted 9 months ago

“The worst experience of my life. Product did not fit and they will not help me return it for my money back I would advise anyone not to use this company.”

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Posted 10 months ago

Thank you for your feedback! We are so sorry to hear that you have had trouble receiving assistance with your return! We show emails and chats from you in our help desk from both 6/12/24 and 6/21/24. Our associates have responded to all of the emails and chats you submitted to our help desk with instructions to initiate your return, per your request, and there has yet to be a response back from you. We are more than happy to assist you with returning your items! You can initiate a return through our return portal on our website, linked here: https://theinsolestore.com/a/return-exchange-portal Please also feel free to reach back out to our help desk at Help@theinsolestore.com for further assistance. If our emails are not showing up in your inbox, we urge you to check your spam/junk as well as your promotions email folders. We appreciate your business and look forward to hearing from you soon!

Posted 10 months ago

“Did not get what I ordered. What U sent me was not what I ordered. U sent me thin rubber inserts. not with hard plastic on bottom. I want to return this item and get credit back on my credit card”

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Posted 11 months ago

Thank you for your feedback, Charles! We show that you purchased, and were sent, the Spenco RX Comfort Insoles! They are a soft, cushioned arch support that does not feature hard plastic on the bottom. We are more than happy to assist you with exchanging for the correct Spenco insoles that feature the hard plastic bottom you are looking for. Please feel free to reach out to our Customer Service Team at Help@theinsolestore.com for assistance with a return, and we will be reaching out to you privately to ensure you are taken care of. We appreciate your business!

Posted 11 months ago

“I need a size 1415 insert in there was none available”

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Posted 1 year ago

Thank you for your feedback, Thomas! We do carry a selection of insoles for a Men's size 14-15 foot. They can be found on our website under the Extended Size Insoles category, linked here: https://theinsolestore.com/collections/extended-size-insoles Should you ever require assistance locating a product on our website, please do not hesitate to reach out to our Customer Service Team at Help@theinsolestore.com as we are always happy to help with anything. We appreciate your business!

Posted 1 year ago

“Very disappointed as I never received the order and no one has contacted me”

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Posted 1 year ago

Thank you for your feedback, Linda! We corresponded with you via email on 3/5/24 regarding your returned order. We let you know that a refund was issued back to your original form of payment for your returned shipment, as we were unable to reship for you due to the item on your order being out of stock. As relayed in our email correspondence with you, our warehouse restocks returned to sender orders as soon as they make it back to our warehouse. Your item was likely sold in between the time the order was restocked and the time you were able to confirm whether you would like a reshipment or not. We sincerely apologize for that! If you have any further questions or if we can assist you with anything else, please feel free to reach out to our Customer Service Team at Help@theinsolestore.com. We appreciate your business!

Posted 1 year ago

“Terrible customer service. Somehow the site captured an incorrect shipping address and was unable to correct(no phone number to call, hard to locate email), emailed immediately to cancel order as it went through somehow. Created a second correct order. Company sent incorrect order and canceled correct order. I have not received anything but a bill.. still can’t get a call back ..”

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Posted 1 year ago

Thank you for your feedback, Bette! We most sincerely apologize for your experience thus far! Our contact information can be found under the "Click here to get in touch with our customer support team" link at the bottom of our website page. We do not currently have our customer service phone number listed on our website, as we are currently training new customer service associates. Our phone number will be r listed on our website again, once all of our associates are able to answer inbound phone calls. The quickest way to get in contact with us currently is through the chat feature on our website, or emailing our Customer Service Team at Help@theinsolestore.com. You can also give us a call at our Customer Service phone number, which is 866-858-1294. If an associate it unavailable to help you, we will give you a call back as soon as we are able. We apologize that we were unable to answer your inquiry immediately, as you initially called and emailed into our helpdesk after hours. We are customer support team is currently available Monday-Friday 9AM-5PM EST. We do show that you requested to have one of your orders cancelled prior to shipment. Our customer support team mistakenly cancelled your other order that was placed on the same day, which resulted in your order being delivered to the incorrect address. We most sincerely apologize for the huge inconvenience! We are more than happy to fix this for you with either an expedited replacement order, or a full refund. We will be reaching out to you privately to assist with fixing this for you. We appreciate your business!

Posted 1 year ago

“The worst return process that I have dealt with in a long time.”

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Posted 1 year ago

Thank you for your feedback, Eugene! We are so sorry to hear that you have been disappointed in our returns/exchanges service. We have attempted to contact you several times to assist with completing your exchange order and have not heard back from you. We will be reaching out to you again, privately, to ensure that your return is processed successfully and to gather further feedback regarding your experience. We appreciate your business!

Posted 1 year ago

“How would I know, the order has not even shipped yet!!! Supposed to be a gift!”

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Posted 1 year ago

Thank you for your feedback! As stated in or Shipping Policy, all orders placed by 12:00pm (noon) Eastern Time, Monday-Friday, will be fulfilled and shipped by the end of the very same business day. Orders placed after 12:00pm, on a weekend, or during a holiday will be shipped the following business day. Your order was placed yesterday, 1/2/24, after our shipping cutoff time of 12PM EST, so your order shipped out for you today. An email confirmation with your tracking details was sent to you earlier today, so that you can follow along with your order's progress while its on it way to you. This email is asking you to rate your shopping experience with TheInsoleStore - you will receive a separate email asking you to rate your product after it has been delivered. If you require further assistance from us, please feel free to reach out to our Customer Service Team at Help@theinsolestore.com as we are more than happy to assist with anything. We appreciate your business!

Posted 1 year ago

“Hi , please send me my order. I have no information about when I am receiving my order.”

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Posted 1 year ago

Thank you for your feedback, Hieu! We did receive an email from you on Saturday, 11/25/23 concerning the pricing of the insoles on your order. As our Warehouse is closed on the weekends, we responded to your email on Monday, 11/27/23. We let you know in the email that your order was on hold so we could ensure you wanted to keep it, as you had concerns regarding the pricing of your insoles. As we did not hear back from you, we went ahead and shipped your insoles out on 11/29/23 and sent you a confirmation email with tracking details. If the email did not show up in your inbox, we urge you to check both your spam/junk and promotions email folders. If you have additional questions or require further assistance, please feel free to reach out to our Customer Service Team at Help@theinsolestore.com as we are more than happy to assist with anything. We appreciate your business!

Posted 1 year ago

“It said Black Friday sale and discount taken out a checkout but it didn't”

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Posted 1 year ago

Thank you for your feedback, George! We responded to your email regarding this issue letting you know that Birkenstock insoles are not included in our Black Friday Sale, which is why you did not receive a discount on your order. We apologize for any confusion caused on our end! If you require further assistance, please feel free to reach out to our Customer Service Team at Help@theinsolestore.com. We appreciate your business!

Posted 1 year ago

“Paid for the Birkenstock insoles - said they be here by Friday 17th - have not received anything further and it’s now Saturday 18th. No order shipping notice, no nothing.”

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Posted 1 year ago

Thank you for your feedback, Kelly! Order and shipping confirmation emails were sent to the provided email address on your order. If your confirmation emails did not show up in your inbox, we urge you to check both your spam/junk and promotions email folders. Your order left our warehouse on 11/13/23 and has an expected delivery date of today. You selected our Standard Shipping method at checkout, which has an estimated delivery timeframe of 3-5 days. Sometimes, packages may be delayed in transit due to a number of factors outside of our control. Please note that we are not responsible for any carrier delays in transit or delivery times, or for any incorrect carrier delivery estimates. Expected delivery dates are estimates and are not guaranteed. We hope you enjoy your order once you receive it! If you require further assistance, please feel free to reach out to our Customer Service Team at Help@theinsolestore.com as we are more than happy to assist with anything. We appreciate your business!

Posted 1 year ago

“Why are u sending this as I just ordered and haven’t gotten them yet!”

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Posted 1 year ago

Thank you for your feedback, Mary! The email you received asked you to rate your shopping experience with TheInsoleStore.com. You will receive a separate email asking you to rate your product after your order has been received. We hope you enjoy your insoles when you receive them, and we appreciate your business!

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

TheInsoleStore Reviews