Name: TheInsoleStore
Address: 338 S Sharon Amity Rd, #144, Charlotte, North Carolina
Rating: 4.63

“It took me 5 tries and 2 days to complete my order. Each time, I would get to payment and the site woould just buffer endlessly. One time I left it for 20 mins!!!”

Helpful Report

Posted 3 weeks ago

Thank you for your feedback, Tyra! We are so sorry to hear that you ran into trouble while trying to place your order. We haven't had any other customers with a similar issue reach out to us, so it may have been your website provider experiencing a connectivity issue. Likewise, it's also possible that our website was experiencing an issue while you were trying to place an order - either way, we are so sorry to hear about your experience. We will be reaching out to you privately regarding your experience. We appreciate your business!

Posted 2 weeks ago

“I asked to get my insoles in a few days and paid $9 for extra postage. however 5 days is the usual time and it has been 6, if they don't come by Tues. Feb.20....they will be too late for the trip I am taking. I don't need to write a review as I have been using these for 10 yrs and they work great. I buy a pair for every shoe I have as they are a little hard to remove and place in a different shoe. they last a long time, but feel some are wearing out.........needed a replacement.”

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Posted 2 months ago

Hi Joan, I know that we also corresponded over email regarding your shipment, but I also wanted to respond to your review here for further clarification. Since your order was placed after our shipping cutoff on the 15th, your order was shipped first-thing the following day on the 16th. Our Express Shipping option has an estimated delivery timeframe of 2-3 days after the order is shipped. Given that today, the 19th, is Presidents Day and USPS does not carry mail on federal holidays, your shipment is expected to arrive on the 20th. This would make for a total of 3 days in transit, where on the 17th and 18th USPS was carrying the package to your local area, and where it is now scheduled to be delivered to you on the 20th. We can't always guarantee delivery timeframes due to factors outside of our control, but given the date and time your order was placed, and given that today is a federal holiday during which USPS does not operate, your order is still expected to arrive within 3 days from the date of shipment. I apologize if the federal holiday and the resulting delay in mail delivery was unexpected, and we'll definitely look into whether we can make this any more clear in the future. If, for whatever reason, your order does not arrive in time for your trip, simply let me know via reply to my email and I'd be more than happy to work with you to make this right. We definitely appreciate your business.

Posted 2 months ago

“Still waiting for order but their customer service is awesome. ⭐️⭐️⭐️⭐️⭐️”

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Posted 2 months ago

Thank you for your feedback! We show that your order was placed on Sunday, 1/28/24. Our Warehouse is closed on the weekends, so your order shipped out first thing Monday morning. You selected our Free Shipping method at checkout, which has an estimated delivery time frame of 3-5 day. Your order has only been in transit for 4 days so we are still within the expected time frame for delivery. Should you need your order more quickly in the future, we do offer an Express shipping method at checkout. We do not require our customers to download an app to track their order. Our website provider, Shopify, utilizes their app (Shop Pay) so that customers have the option of tracking all of their orders made through websites that use Shopify in one place. When we send out shipping confirmation emails, we also provide a USPS tracking link so that customers can track their orders that way without downloading an app. We will be resending your tracking confirmation email as well as following up privately to ensure you are able to track your order. We appreciate your business!

Posted 2 months ago

“Took very long time to receive. Doesn’t fit well too bulky.”

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Posted 4 months ago

Thank you for your feedback, Phillip! We show that your order left our warehouse on 12/1 and scanned as delivered on 12/5, so it took 4 days to arrive to you. You qualified for our Free Shipping method which arrives in 3-5 days after shipment, so your order arrived within the expected time frame. Should you need your order more quickly in the future, we do offer Expedited Shipping at checkout. We are sorry to hear that your PowerStep insoles are not meeting your needs! We are happy to accept the insoles back for return or exchange as they are covered under our Wear Test Guarantee. Please feel free to reach out to our Customer Service Team at Help@theinsolestore.com for assistance initiating your return. We appreciate your business!

Posted 4 months ago

“I have no way of knowing if my order will be on time. TheInsoleStore.com chooses to use a shipping app called Shop. I refuse to use that app because, to be able to track my order, I have to grant Shop access to my email account. No way! This infuriates me. Other stores, other vendors, use UPS or FedEx and there’s tracking available, but not so with this company. Perhaps they don’t realize how annoying it is?”

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Posted 4 months ago

Thank you for your feedback, Nancy! Our website provider, Shopify, automatically gives our customers the option of using their tracking app (Shop) to follow along with your shipment's tracking. We do not require our customers to download the Shop app to track their packages. A USPS tracking link is provided in the shipping confirmation email sent to all of our customers. We will follow up with you privately to ensure you can locate your USPS tracking link on your shipping confirmation email. We appreciate your business!

Posted 4 months ago

“The ordering went fine but my package is in limbo somewhere. Seems it was dispatched to UPS but hasn’t budged for several days. When can I expect delivery?”

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Posted 6 months ago

Thank you for your feedback, Denise! Packages can sometimes take up to a week to receive an updated scan from UPS. Canada orders are currently taking roughly 3 weeks to be delivered. We show that your package left our warehouse in the United States on 10/4/23. Your tracking link will continue to update through delivery of your package, and you should be seeing some updated scans on your package within the next couple of days. 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 6 months ago

“Insole mentioned metatarsal support but was not correct and did like restocking fee will not buy from insole store again”

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Posted 10 months ago

Thank you for your feedback! We are so sorry to hear that you were dissatisfied with your Orange Insoles - Full-Length. We will be reaching out to you privately in regards to this matter. We appreciate your business!

Posted 10 months ago

“Poor, slow delivery”

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Posted 10 months ago

Thank you for your feedback, Craig. We are sorry to hear that you are disappointed in the speed of your order delivery! We show that your order left our warehouse on 6/5/23 and was marked as delivered on 6/8/23. You chose our Free Shipping method at checkout, which has an estimated delivery time frame of 5-7 days, so your order arrived more quickly that we estimated. We do offer expedited shipping options at checkout, should you ever need to pay to receive your order more quickly in the future. 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 help with anything. We appreciate your business!

Posted 10 months ago

“Ordering was okay but when I received the innner soles I tried one pair immediately! Absolutely without question the worst inner soles I EVER purchased. I will NEVER buy anything from your site again. Ok am on my feet all day and this is the WORST they have ever felt!”

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Posted 10 months ago

Thank you for your feedback, Mark! We are happy to hear that the order process was a positive experience for you. We are so sorry to hear that the Superfeet insoles you purchased were not a good fit for your needs! We are more than happy to accept them back for a return or exchange of another product as they are covered under our Wear Test Guarantee for 60 days. As we carry a wide variety of insoles and insole brands, it is possible we carry a different insole that is better suited to your needs. If you would like assistance with a product recommendation, please feel free to reach out to us as one of our product specialists would be happy to assist you! We can be reached at Help@theinsolestore.com for further assistance. We appreciate your business!

Posted 10 months ago

“I don't know how my experience will be because I have not yet received my shipment. For some unknown reason, it was returned to the warehouse.”

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Posted 11 months ago

Thank you for your feedback, Teresa! This review is asking you to rate your shopping experience with us. You will receive a separate email to rate your product after it is received. We show that one of our associates has already reached out to you regarding this issue, and processed a reshipment for you with your correct shipping address. 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 help with anything. We appreciate your feedback!

Posted 11 months ago

“Your pads were not what I was looking for at all. I wanted gel pads, not pads made out of foam. I would have sent them back, but I did not want to spend the shipping again.”

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Posted 11 months ago

Thank you for your feedback, Gretchen! We are sorry to hear that your metatarsal pads were not as expected. We do carry metatarsal pads that are made out of gel. Your pads are covered under our Wear Test Guarantee for 30 days, so we are happy to accept them back for an exchange. Returns for exchange and returns for store credit receive free return shipping. If you would like assistance with a product recommendation, or assistance with your return, please feel free to reach out to your Customer Service Team at Help@theinsolestore.com as we are more than happy to help with anything. We appreciate your business!

Posted 11 months ago

“Don’t seem very durable!”

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Posted 11 months ago

Thank you so much for taking the time to let us know about your experience with TheInsoleStore.com, Dr. Lee. We greatly appreciate your feedback. We apologize that the insoles did not seem very durable. They are covered under a Wear Test Guarantee for 30 days, so we are happy to accept them back for return if they simply will not meet your needs. We are also happy to assist with a product recommendation for an insole that is better suited to your needs, if need be. Please feel free to reach out to our Customer Service Team at Help@theinsolestore.com if you require further assistance, as we are more than happy to help with anything. We appreciate your business.

Posted 11 months ago

“Been waiting for a week and a half for them, tracking on ups useless. No idea if they’re comfortable because I can’t try them when they’re in the mail for ages. I thought the price was in CAD because I don’t remember it stating it was US dollars. So it was 99.81 instead of 71.94 which was sweet. Sure hope they’re comfortable!”

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Posted 1 year ago

Thank you for your feedback, Kelly! We are sorry to hear that you have not yet received your order. Per your tracking, your order left our warehouse in the United States on 4/20/23 and last scanned as "Your item arrived at a facility in CANADA on May 3, 2023 at 11:16 am." You can find those tracking details here: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=LX287235753US Canada orders are currently averaging 1-2 weeks to be delivered. Your tracking link will continue to update through delivery of your package. If we can be of assistance with anything else, 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 11 months ago

“The notification that item was in stock was great, but I have been waiting now 2 weeks and still no date of delivery available on the tracking site.”

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Posted 1 year ago

Thank you for your feedback, Mila! We are happy to hear that you were able to utilize our In Stock Notifications to receive an email when your requested product became available on our website. We do apologize that your package took two weeks to arrive! Your order left our warehouse in the United States on 4/14/23, and last scanned as "Your item was delivered in CANADA at 10:44 am on April 27, 2023." Canada orders are currently averaging 1-2 weeks to be delivered, so your package arrived around the estimated time frame. We do sincerely hope you enjoy your order! If you have any further questions or 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 help with anything. We appreciate your business!

Posted 11 months ago

“Pretty Easy - total relief of many months of sharp pain in legs and buttocks and no more issues with that tired feeling in my feet. Proof is easy- today I ordered the same for my wife with same ageing issues. but now after of trying to get back to do that new order, I can't get back into the site so there must be a failure in their”

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Posted 1 year ago

Thank you for your feedback, Christopher! We are happy to hear that your insoles are helping to align your body from the ground up and alleviate your body pains. We do apologize that you had trouble logging into our website. You do not currently have a customer account with us, which is why you are unable to log into our website. We have sent you a separate email with an invitation to activate your customer account. Once your account is activated and you are logged in, you will have access to all of your past order history. Should 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 help. We appreciate your business!

Posted 1 year ago

“Shipped me the incorrect size. I checked my order and found out the mistake was on Thinsoles.”

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Posted 1 year ago

Thank you for your feedback, Tim! We are so sorry to hear that you were sent the incorrect size in your order. We will be reaching out to you privately in regards to this matter. We appreciate your business.

Posted 1 year ago

“You should make it clear that you do not have a return policy but an exchange policy. You may return items but not without a handling charge and the individual paying shipping if he wants a refund. You may exchange for another item but the other item I wanted you did not carry. Superfeet trailblazer insoles were not listed on your website”

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Posted 1 year ago

Thank you for your feedback, Carlton! We sincerely apologize if you feel misled in regards to our return policy. We try to be very transparent as to what our customers should expect when making a return with us. As stated in our Returns and Exchanges Policy, we offer three return options: a return for a refund back to your original payment method, a return for a store credit, and a return for an exchange order. Returns for store credit and exchange orders are provided with a free return shipping label and do not incur our 3% processing charge. Returns for a refund back to your original payment method are not provided with a free return shipping label and will incur our 3% processing fee. All of this information, as well as our entire return policy, can be found in our Returns and Exchanges policy, linked here: https://theinsolestore.com/pages/returns-exchanges Unfortunately, we do not carry the Superfeet Trailblazer Insoles, but we are happy to assist with a personalized product recommendation for an insole we do carry if you would like. Should 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 help with anything. We appreciate your business!

Posted 1 year ago

“I not exchange my returns UNTIL they receive my returns, it slows down the whole return process. I STILL duthey did not arrive intime for my appointment. TheInsoleStore verified that my returned insoles were routed to their office, but they did not have them physically in hand so were unwilling to ship out the 3030's until they had the 3020's physically in their store. What an inconvenence. Now, I make another appointment with my podiatrist so he can view the 3020s in his office after they arrive at my house.”

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Posted 1 year ago

Thank you for your feedback, Karen! We are sorry to hear that you are disappointed with the turn around time it took for your exchange order to ship out. Per our Return Policy, linked here: https://theinsolestore.com/pages/returns-exchanges, we do ask our customers to please allow 7-10 days for us to receive and process your return after it’s been mailed. We show that your return was mailed back to us on 3/20, and your exchange order was shipped out on 3/29 so your exchange order was processed within the expected time frame. We do apologize that your exchange order was not received in time for your doctor's appointment. Our Warehouse Team must first receive and inspect the return merchandise before processing the exchange order. Should you ever need your exchange order more quickly than the traditional exchange process offers, we advise our customers to place their own exchange order. You would then receive a full refund once your original order is received and processed back to our warehouse. If we can assist with anything else, please feel free to reach out to our Customer Service Team at Help@theinsolestore.com as we are more than happy to help. We hope the 3020's work out well for you, and we appreciate your business!

Posted 1 year ago

“Nothing wrong with the Sofsole innersole. The entire problem lies with the Innersole store. Despite the box clearly stating these were designed for high arch feet, the Innersole store decided that they should subsitute their own opinion of what the arch height is. In this case they claim low to neutral. I assure you these are for high arches, exactly like the box says. Therefore I had to return them. Not only did I pay for the return, but also a restocking fee. Which is amazing as I only bought them because of a misrepresentation on their web site.”

Helpful Report

Posted 1 year ago

Thank you for your feedback! We show that one of our Customer Service associates previously corresponded with you regarding this issue. As stated in our previous correspondence, Theinsolestore.com separates low/medium/high arch insoles by arch height across all the brands we carry. The Sof Sole Arch Performance Insoles are a high arch insole among what Sof Sole offers. That insole offers a 20mm arch, which is not very high, and it is fully cushioned so it completely flattens when walking. Sof Sole carries a lot of completely flat insoles with no arch support, so for their range, it is high. We will be reaching back out to you privately as we would like to resolve this issue in a way that leaves you feeling satisfied as we never wish to mislead our customers. We appreciate your business!

Posted 1 year ago

“Product came in good time and seamed to be good but it does not do what it was said to do. I have terrible nerophy in my feet and thought these would be much more cushioned than they were. I will never buy any other product from you.”

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Posted 1 year ago

Thank you for your feedback! This is a review asking you to rate your shopping experience with us. You will receive a separate review asking you to rate your product. We are sorry to hear that the Spenco Medics Diabetic Insoles were not a good fit for your needs. Unfortunately, every product will not meet every customer's needs. Many of our customers who suffer with neuropathy have found great success with our Spenco Medics Diabetic Insoles. We are more than happy to accept them back for return or exchange if they simply will not meet your needs as they are covered under our 30 day Wear Test Guarantee. We are also more than happy to assist with a recommendation for another insole that may be a better fit for your needs. Please feel free to reach out to our Customer Service Team at Help@theinsolestore.com for additional assistance. 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 91%
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