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

“Always like ordering new insoles from The Insole store. However EVERy disapponted in paying for Expedited Shipping and it is taking over 2 week for them to be delivered”

Helpful Report

Posted 3 days ago

Thank you for your review, Richard! We are disappointed to hear that our Expedited Shipping did not meet your expectations this time. We understand how important it is to receive your order quickly, and we apologize profusely that your order did not arrive within the Expedited Shipping time frame as expected. We have issued a refund for your Expedited Shipping fee back to your original form of payment in the amount of $9.99. Please allow 1-3 business days for that refund to reflect in your account. If you need any assistance or have further concerns, please feel free to contact us. We appreciate your loyalty and hope to serve you better next time!

Posted 3 days ago

“Do not like the no tracking numbers sent and no notification of orders sent. Prices are good but customer communication is non existent.”

Helpful Report

Posted 1 month ago

Thank you for your feedback, Gary! We send out a confirmation email once your order is placed, and another confirmation email once your order has shipped from our warehouse. We show that both emails were sent to the provided email address on your order. We have resent each email to you - if they do not show up in your Inbox, we urge you to check your Spam/Junk email folders. If you need further assistance, please feel free to reach out to us at Help@theinsolestore.com. We appreciate your business!

Posted 1 month ago

“I bought Birkenstock insoles for my Birkenstock Honnef shoes. The insoles that were original to the shoes were not the same as was ordered. And, the insole pieces were not glued together. I looked carefully and ordered...what appeared to be the same; but, they were not. Am I disappointed? Yes. But, I guess that this is the only thing close enough to the original insoles for the Honnef shoes. Correct me if I am wrong. For this reason, I only gave 3 stars.”

Helpful Report

Posted 1 month ago

Thank you for your feedback, Debra! The Birkenstock BirkoSport Arch Support Insoles are a two-piece insole featuring a cork lined BirkoCork bottom piece insert with moleskin, and a BirkoZell foam cushion top piece. The top and bottom pieces may be worn either separately or together, which is why they were not glued together when you received them. As we do not carry the Birkenstock Honnef shoes in our store, unfortunately, we are unfamiliar with the original insole that comes inside of them. We sincerely apologize for that! If we can offer any additional support or help with anything else, please feel free to reach out to us at Help@theinsolestore.com. We appreciate your business and hope to serve you again in the future!

Posted 1 month ago

“I am indicating that my experience is "acceptable" by virtue of a 3 star rating above. This is primarily to avoid rating it as poor. I have purchased products from the Insole Store in the past and as has previously been the case, the products I just received are of high quality. My issue is with the unacceptable 7 days required to receive a small order which could have been delivered by the US Postal Service in a small envelope. In a competitive retail environment where consumer expectations are (for better or worse) set by the Amazons of the world, I will likely search elsewhere for the same products next time.”

Helpful Report

Posted 2 months ago

Thank you for your review, Deborah! We're glad to hear that you found our products to be of high quality, as we strive to maintain that standard. We are so sorry to hear that you are disappointed in the time frame of your order's delivery. We show that your order was placed on 2/25/25 and delivered to your residence on 3/1/25, so it took 4 days to arrive to you which aligns with our Free/Standard Shipping delivery time frame of arriving after 2-5 days in transit plus one day for final delivery. Our warehouse currently offers us the option to ship via DHL with the package being passed along to USPS for the final delivery, but we are constantly exploring different shipping partners. We understand that timely delivery is crucial, especially in today's competitive market. Your feedback is invaluable and we will take it into account as we continually work to improve our service. If there's anything specific we can assist you with or if you have further concerns, please don't hesitate to reach out. We truly appreciate your support and hope you’ll consider us again in the future!

Posted 1 month ago

“Hi to the professionals at insole store. 2 orders ago ,I found out I don’t like metatarsal pads in my insoles. My recent order has metatarsal pads-I looked again and again at the description but somehow got the wrong ones…I adapted them like the lat pair (Pedags). Ok so far.”

Helpful Report

Posted 3 months ago

Thank you for your feedback, Tim! We are so sorry to hear that your IceBug Slim Insoles - Black are not a perfect fit for your needs due to the metatarsal pad. Those insoles are covered by our Wear Test Guarantee for 60-days should you wish to return or exchange them for something better suited to our needs. For assistance with your return, as well as assistance from our Product Specialists to find an insole that is better suited to your needs, please feel free to reach out to our Customer Service Team at Help@theinsolestore.com. We are more than happy to assist with anything! We appreciate your business with us and hope to serve you again in the future!

Posted 3 months ago

“I was under the impression that first time buyers would receive a 10% discount!! I didn't receive that discount, why!!????”

Helpful Report

Posted 3 months ago

Thank you for your feedback, Barry! After reviewing our records, it seems that you are not currently subscribed to our emails. Our first-time 10% discount is provided when you sign up for our marketing emails. We apologize for any confusion caused on our end! We do show that you emailed into our help desk with the same concern and one of our associates is actively assisting you. If you still require further assistance, please feel free to reach out to us at Help@theinsolestore.com as we are more than happy to help with anything. We appreciate your business!

Posted 3 months ago

“How about offering up a toll free phone number?????? I am not very good with computers. Every time I order from you, and I do like your company, its very hard to get properly processed. You are lucky I like your company, otherwise I would shop someplace else where it is easier and user friendly.”

Helpful Report

Posted 3 months ago

Thank you for your feedback, Jeanne! We truly appreciate your support and are sorry to hear that you find the ordering process challenging. We are always happy to provide our Customer Service phone number by request. Our Customer Support Team can be reached at 866-858-1294 Monday-Friday 9:00AM-5:00PM EST. We do not have our Customer Service phone number listed on our website as we are not currently answering inbound calls live, and want to ensure that we are assisting our customers as quickly as possible. While we currently focus on online assistance and chat is the fastest way for our Customer Service associates to connect with and assist you, we want to ensure your experience is as smooth as possible. If you ever need help, please don’t hesitate to reach out to us at Help@theinsolestore.com or by phone number. We’re here to assist you, and we hope to make your next experience even better!

Posted 3 months ago

“It's very difficult to know which one and what to order for my feet It's just guess work.”

Helpful Report

Posted 6 months ago

Thank you for your feedback, Robert! We understand that choosing the right insoles can be challenging, and we’re sorry to hear that you found it difficult to make a selection. We are continually working on providing better guidance for our customers, including detailed descriptions and customer reviews on our website. If you have any questions or need personalized recommendations, please feel free to reach out to our Customer Support Team at Help@theinsolestore.com. We're here to help you find the perfect fit for your feet! Thank you for giving us the opportunity to serve you.

Posted 6 months ago

“Received the wrong Insoles”

Helpful Report

Posted 7 months ago

Thank you for taking the time to provide us with your feedback! We are so sorry to hear that you received the incorrect insoles in your order. We will be reaching out to you privately to ensure that you receive the correct item and to resolve this matter for you. We appreciate your business!

Posted 7 months ago

“Only issue was with delivery of my order. Customer service was very good and got issue solved. I question the use of DHL.”

Helpful Report

Posted 8 months ago

Dear Kathryn,Thank you so much for taking the time to share your valuable feedback about TheInsoleStore. We truly appreciate it! We are thrilled to hear that our wide product variety and prompt shipping made your shopping experience a breeze. It's our goal to ensure that our customers have access to a diverse range of quality insole options, and we are glad that our efforts have resonated with you. We are so sorry to hear that you had issues with your delivery, but we show that one of our Customer Service Representatives was able to take care of this matter and expedite a replacement order to you successfully! We understand the importance of receiving excellent customer service, and we are glad to see that our team was able to assist you effectively. Rest assured, we are committed to constantly improving and providing outstanding support to all our valued customers. Once again, thank you for choosing TheInsoleStore and for your kind review. We look forward to hopefully serving you in the future!

Posted 8 months ago

“I have NOT YET received the order.....should have been here by now.....Has it been shipped to me?..BENNETT GREENFIELD 6101 OHIO DR #1423, PLANO, TX 75024”

Helpful Report

Posted 9 months ago

Thank you for your feedback, Bennett! Your order left our warehouse on 7/3/24 and was marked as delivered on 7/8/24. Order confirmation and shipping confirmation emails were sent to the email address you provided on your order. You chose our Free Shipping method at checkout which as an estimated delivery time frame on 3-5 days, so your order arrived within the expected delivery time frame. If you have any further questions or require further assistance regarding your order, please feel free to reach out to our Customer Service Team at Help@theinsolestore.com. We appreciate your business!

Posted 9 months ago

“they did not stay attached to my shoe heel.”

Helpful Report

Posted 11 months ago

“I’ll let you know after I receive them and wear them for a while. How can you write a review before you even see how Customer Service is actually getting the product and trying them?”

Helpful Report

Posted 11 months ago

Thank you for your feedback, Brian! This review is asking you to rate your shopping experience with TheInsoleStore. You will receive another email asking you to review your product after it has been received and you have the opportunity to try it out. We hope you enjoy your order once you receive it, and we appreciate your business!

Posted 11 months ago

“Website is outdated and hard to use. Tried to re-order some insoles (last ordered in 2021) but they have been replaced and there was no automatic linkage to the new replacement. WIth no customer service phone # listed, forced to use the chat functionality which is terrible on any website. Rep had to research replacement and responded the next day with the replacement.”

Helpful Report

Posted 11 months ago

Thank you for your taking the time to provide us with your feedback, Kevin! We are so sorry to hear that you feel our website is outdated and hard to use! The item you were searching for has a new item number from when you previously purchased your insoles in 2021, as item numbers tend to update periodically. The insoles were not replaced, they just had an updated item number. We sincerely apologize for any confusion caused on our end! We are also sorry to hear that you did not enjoy utilizing our chat service. We do give out our Customer Service phone number by request since it is not listed on our website, as we are a small business and we do not have the support volume to answer inbound calls consistently throughout the day. Our chat service is the quickest and most efficient way for us to handle our customer's concerns, but we are also always happy to assist by phone at 866-858-1294. Should you require further assistance now or in the future, please do not hesitate to reach out to us as we are more than happy to help with anything. We appreciate your business!

Posted 11 months ago

“Other than it got my billing address incorrect because I was sending the purchase to another address as opposed to my home address”

Helpful Report

Posted 11 months ago

Thank you so much for taking the time to share your feedback about TheInsoleStore! We greatly appreciate your kind words and are thrilled to hear that you had a positive experience with us. We are so sorry to hear that the billing address was incorrect on your order! We are unable to edit a billing address on an order once it has been submitted, unfortunately, so we trust that our customers are double checking their order details before submitting. Your order did go through successfully, however, so your billing address did not hinder your order from being processed successfully. If there's anything else we can assist you with or if you have any further questions, please don't hesitate to reach out to us. Our dedicated team is always ready to provide you with any help you may need. Once again, thank you for choosing TheInsoleStore. We value your support and are grateful for customers like you who motivate us to continue delivering exceptional experiences.

Posted 11 months ago

“Did you give me the promised 10% discount on my first order. There was no code. I emailed and got a robot type answer. I guess we'll see.”

Helpful Report

Posted 11 months ago

Thank you for your review, Neil! One of our Customer Service representatives corresponded with you last week to verify that your 10% refund was indeed retroactively applied to your order. Should you need assistance with anything else, please do not hesitate 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 and hope to serve you again soon!

Posted 11 months ago

“I received my order from Insoles quickly however i need to return the item as they are not working properly for me. It is difficult so far to find out how to return them, possibly exchange them. I did not receive the item I thought I ordered, maybe my mistake, tbd.”

Helpful Report

Posted 11 months ago

Thank you for your feedback, Jane! We are so happy to hear that you received your order quickly! We are sorry to hear that you are having trouble initiating an exchange on our website. We have a link to our Returns portal, as well as instructions to initiate your return, under the Returns & Exchanges link at the bottom of our website. Our Customer Service Team is more than happy to assist you in returning/exchanging your products, and ensuring you receive the correct item. We will be reaching out to you privately to further assist with this matter. We appreciate your business!

Posted 11 months ago

“I was really disappointed that the price of the insoles had gone up $10 in the last 6 months. However, I love the insoles so I made the purchase.”

Helpful Report

Posted 11 months ago

Thank you for your feedback, Laurie! We are happy to hear about your positive shopping experience with TheInsoleStore! We are so sorry to hear that you are disappointed in the cost increase of your insoles. As we are just an authorized retailer of the products we carry, we must abide by the minimum advertised pricing the manufacturers provide for us. Rest assured, the pricing of our insoles is the most cost effective pricing we are able to offer our customers while still abiding by the manufacturer's standards. We do feature sales and promotions periodically - we suggest buying your insoles during these times to help with the pricing a bit. We show that you are currently subscribed to our marketing emails, so you will be alerted as soon as a sale is live on our website~ We are so happy to hear that you've found an insole that you love and works well for your needs! Thank you for your loyalty and support of TheInsoleStore, and please don't hesitate to reach out if you ever need assistance with anything!

Posted 11 months ago

“The selection of insoles is pretty decent but the prices are not very good compared some competitors on the web.”

Helpful Report

Posted 1 year ago

Thank you so much for taking the time to share your feedback about TheInsoleStore, Christopher. We truly appreciate it! We are thrilled to hear that you had a positive experience with our store and that you found our selection to be great. We take pride in offering a wide range of high-quality insoles to ensure that our customers find exactly what they need. We are sorry to hear that you are disappointed in the pricing of our insoles. All of our products are purchased directly from their manufacturer, and are set at the lowest price the manufacturer will allow us to sell their products for. Rest assured, our products are offered at the cheapest price we are able to offer to our customers! Thanks again for your valuable feedback. We look forward to hopefully serving you again in the future.

Posted 1 year ago

“Refund received for 4/30 order not received. USPS claims pkg not received & shipper claimes pkg sent 4/12. Unfortunately insoles ordered are not currently in stock, but shipper was prompt in responding to my email that product was not received.”

Helpful Report

Posted 1 year ago

Thank you for your feedback! We are so sorry to hear that you have yet to receive your order. We also received your email regarding this matter, and we will be reaching out to you privately to resolve this matter. 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