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

“I'm amazed that the size 8 does not fit in my shoes. I usually wear size 8. Another thing I've used it in a pair of sneakers that they fit in. They are really hard and hurt the bottom of my feet. I know I'll have to get size 7 for them to fit in my shoes.”

Helpful Report

Posted 1 month ago

Thank you for your review, Lillie! We're sorry to hear that the size 8 insoles did not fit your shoes as expected and that they caused discomfort. We understand how important it is to find the right fit, and we appreciate your feedback regarding the hardness of the insoles. The insoles you purchased offer a semi-rigid support, meaning they are semi-firm with some flexibility. If you are looking for something softer on your feet, you might consider a cushioned arch support which is soft and flexible. The insoles are also trim-to-fit, so you may need to trim them down at the toes to get the fit you are looking for as the size you purchased is intended to accommodate a Women's size 8-8.5. The insoles are designed with additional fabric at the toes to trim them down to fit into your shoes. We are more to help with any exchanges or further questions you may have. Please feel free to reach out to our Customer Service Team at Help@theinsolestore.com for further assistance; we're committed to ensuring you have a positive experience. Thank you for giving us a chance, and we hope to serve you better in the future!

Posted 1 month ago

“How can I write a review when I haven’t received anything? Not even a shipping notice.”

Helpful Report

Posted 5 months ago

Thank you so much for your feedback, Candace! This review is asking you to rate your shopping experience with TheInsoleStore.com - you will receive a separate email to rate your product after your order has been delivered and you have had a chance to try it out! We show that your order was placed at 9:21PM EST on Friday, 11/8. Per our 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. For orders placed after 12:00pm Eastern Time, Monday-Friday, we will still attempt same-day shipment of the order but cannot guarantee its shipment the same day; orders placed after 12:00pm Eastern Time are guaranteed to ship the next business day at the latest. Orders placed over the weekend or during a federal holiday will be shipped the following business day." As your order was placed after our shipping cutoff time of 12PM EST on Friday and our warehouse is closed on the weekends, your order shipped out for you on Monday, 11/11/24. An order confirmation email was sent to you when your order was placed, and your shipping confirmation email was sent to you once your order shipped from our warehouse. If you have any questions or concerns, or require additional 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 you with anything! We hope you love your order when you receive it, and we appreciate your business!

Posted 5 months ago

“I wanted to talk to a live person and could not find a way to do that. I took a chance on what I ordered”

Helpful Report

Posted 6 months ago

Thank you for your feedback, Richard! We apologize for the difficulty you experienced in reaching a live person. We have a direct link to get in contact with our Customer Support Team on our website, as well as a direct link to our helpdesk - both can be found at the bottom of our webpage under the "Keep in Touch" header. Once in our helpdesk you can access our live chat to speak with one of our Customer Service Representatives as well as send an email to our Customer Support Team. We value open communication with our customers and are continuously looking for ways to improve. If you have any further questions or need assistance, please feel free to reach out to us at Help@theinsolestore.com. We appreciate your business!

Posted 6 months ago

“Sent me coupon that didn't work at time of purchase”

Helpful Report

Posted 7 months ago

Thank you for your feedback, Heidi! We show that one of our customer service representatives was able to retroactively apply your discount code to your order. We apologize that it did not work at checkout, and we are always available to assist you in the future at Help@theinsolestore.com should anything else come up in the future. We appreciate your business!

Posted 7 months ago

“Still waiting for it to be delivered”

Helpful Report

Posted 8 months ago

Thank you for taking the time to provide us with your feedback, Richard. We are so sorry to hear that your order has yet to arrive to you! We will be reaching out to you privately to ensure your order arrives to you successfully. We appreciate your business!

Posted 7 months ago

“When will they arrive?”

Helpful Report

Posted 8 months ago

Thank you for your feedback! We show that one of our associates was able to touch base with you regarding the status of your order. 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. We appreciate your business!

Posted 8 months ago

“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 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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?”

Helpful Report

Posted 1 year 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 1 year 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?”

Helpful Report

Posted 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year ago

“Poor, slow delivery”

Helpful Report

Posted 1 year 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 1 year 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!”

Helpful Report

Posted 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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 1 year ago

“Don’t seem very durable!”

Helpful Report

Posted 1 year 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 1 year 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!”

Helpful Report

Posted 2 years 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 2 years 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.”

Helpful Report

Posted 2 years 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 2 years 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