Stridesoles

Thank you for updating your review, and I’m genuinely sorry for the delay and lack of communication you experienced. A shipment containing a key top-layer material for our orthotics was unexpectedly held at port. Unfortunately, our customer support team was not made aware of this delay in time, so they did not relay accurate status updates to you. That breakdown in communication is our responsibility, and I apologize. We have issued you a full refund. Your orthotics are on their way, at no cost to you. Once they arrive, we’ll work with you directly to ensure the product meets your expectations. I appreciate you bringing this to my attention. It has helped us fix an internal process so this does not happen again. Thank You, Greg Gerla CEO, Stride Soles

Thank you for the candid feedback. As a custom orthotics manufacturer we pride ourselves on high product and customer support standard, and we have let you down. Unfortunately, due to the government shutdown impacting the postal service and thus our material shipments, we experienced a major slowdown in getting our orders out. While the situation was out of our control, we should have done a better job of actively informing you of the situation. We have created some additional training for the account managers to prevent this from occurring again. While we have issued you a full refund, your next pair is in the mail as we speak. If there are any issues with this one, we will make the necessary adjustments and send you another pair without charge. I will not rest until you have orthotics that you are 100% satisfied with. Best, Greg Gerla Co-founder and CEO, Stride Soles