On Running Reviews 306

Shame awful customer service . I originally bought these products in the shop and they are very good quality so went to buy online, NEVER AGAIN. After 2 weeks of no delivery I eventually rang and they admitted the products had been lost and said they would investigate . 5 days later nothing, so rang again and said they are waiting a response from the investigation team. I asked how long would this take and no answer !! I asked for my money back or a replacement …. No, I had to wait for results of an investigation of unknown length !!! How can this be legal , buying a product that says delivery in 48hrs, company admits they have been lost at Royal Mail and won’t refund or provide replacement after this acknowledgment!! Absolute disgrace and won’t ever order online from them again . Sad as a company because your products are good but lousy online service

Garantie wird ohne Begründung verweigert, keine Rückmeldung von Hotline. Die Rückmeldung zum Garantiefall kam in einer anderen Sprache und ohne Begründung. Es ist echt Schade, das so eine Firma, so eine Hotline und Service hat. Ich werde keine Schuhe mehr von On kaufen und werde auch die anderen davon abraten diese zu kaufen. Unmöglich dieser Laden. Leider kann ich den gesamten Verlauf der Mail nicht anhängen.

I really like their products both in terms of quality and looks. They are relatively overpriced but not too much compared to other brands.
On the other brand their customer service and delivery is really not good.
Every time I reached out to them they couldn´t solve my problem.

I’m extremely disappointed with my experience with On Running.
I purchased a pair of shoes that did not perform as expected (poor support and comfort for a shoe marketed for all-day wear). When I reached out, instead of a proper resolution, I was offered discount codes — which is not helpful when the original product didn’t meet expectations.
I’ve now followed up multiple times and have not received any response, despite being told I would hear back within a few days.
The lack of accountability and customer service is frustrating. For a premium-priced brand, I expected much better support.
At this point, I cannot recommend this brand based on both product experience and customer service.

Absolutely horrendous service. I ordered multiple pairs of trainers, returned one pair a month ago and still have not received my refund of £120. When I was eventually able to find a phone number (it’s not available on the website, nor is there an email address), I contacted them three times and spoke to Jhomer and Annalyn - they both advised my refund was being expedited however still no sign of it. Annalyn followed up with an email, On has the nerve to add ‘Happiness Delivery Representative’ to the signature!

I demanded to speak to a manager to process the refund and was told no manager was available as they were in a meeting. I honestly cannot understand why Roger Federer has put his name to this brand, they are appalling and should be closed down. Furthermore, shoe size is not true - they are tight and smaller than my normal size. This company does not even deserve a one star.

Absolute shocking customer service , like I would honestly say the worst company I’ve came across ! Parcel has been lost on return to there warehouse and all I get is we can’t do anything about it , no refund no replacements nothing ! £665 out of pocket with nothing to show for it , disgrace of a company, never will I use or let any my family buy from them again

Hi,

I'm writing because I genuinely don't know what else to do.

My name is Taras. I returned order ON534922681615 on March 11th. It's been exactly one month and I still haven't received my €380 refund. I have already contacted your support team many times — and instead of getting my money back, I was recently told by one of your representatives that my refund is refused because I contacted support too many times. I can't describe how that made me feel.

But here is what I need you to understand: I have an official email from ON Running confirming that my return was received. You have my shoes. I have nothing — no refund, no order.

My wife and I are both recovering from a serious accident. We are exhausted and desperate. This €380 is not a small thing for us right now — it is part of our recovery.

Please — look at my case, look at your own confirmation, and help us.

Taras
Order: ON534922681615

Die Schuhe waren schön allerdings haben sie nach Billigschuhe gerochen. Habe zurückgeschickt wegen zu klein

STAY AWAY, I am reporting unacceptable practices by On Running. My package (ON817352272812) was returned to the sender without me ever taking possession of it (tracking proof and warehouse return scan as evidence). Although the brand recovered the goods on March 30th, AND the items were clearly scanned by the merchant on April 8th (as indicated by their own tracking provided on the site onrunning.narvar), they refuse to issue a refund and admitted over the phone that they have no legal grounds for this refusal. Keeping both the money and the items is an abusive practice, especially without any reason given. A formal notice is underway. I strongly advise against this site which does not respect consumer law.
Furthermore, I can no longer contact them via the form or email because they are blocking me, it is pure scamming and I will not stop there.

After raising an issue with Cloudmonster (which i had purchased 3 consecutive times and had the same problem in sizing-no other ON model had the same issue), Instead of properly replacing or compensating for this defect, I was offered a 20% discount on my next purchase of over €440. After three unsuccessful attempts to purchase the same model, I am left with a pair of shoes that are uncomfortable to wear and an offer that effectively requires me to spend even more money to their company.
It feels dismissive and shows little respect for customers.

Bought a pair of On shoes at El Corte Inglés and they broke in less than two months.

What followed was worse than the product itself.

I provided photos and reached out to On. They sent me to the retailer. I went in person to El Corte Inglés, only to be told they can’t reissue the receipt without the original purchaser present. At the same time, they made it clear this kind of issue should be handled directly by the brand.

So I’m stuck in a loop – brand sends me to retailer, retailer sends me back to brand – over a clearly defective product.

For a company that positions itself as premium, this is unacceptable. Premium isn’t just about design and pricing, it’s about taking responsibility when something fails. Instead, they hide behind rigid policies and leave the customer to deal with the consequences.

If you’re considering buying from On, just be aware: if something goes wrong, you may be on your own.

Absolut überteuerter Müll, defekt nach 3 Monaten.
Keinerlei Kulanz der Firma on in Sachen Umtausch!

Finger weg!

Dårlig service
Min mand fik et par On vandrestøvler i juli i 2023, som er brugt 3 gange, til at gå i i vinter og så går de i stykker i siden
Vi sendte en klage i december med vedlagte billeder af støvlerne. Her ses tydeligt at støvlerne kun er brugt få gange og at den ene støvle er defekt
Der var vedlagt bon på støvlerne

Shoes were exchanged in the Champ Elysées store for early wear inside the shoe. I was recommended the monster2 in January for my purpose. I think they needed to get rid of the 2 because the 3 just came out afterwards! Total failure, worn quickly and no more bouce. I returned to the store: Loic told me that I definitely had a problem and those shoes had been worn for months. I assured him that they were bought last month, showed proof but he did not believe me and did not support my claim and told me to complain on the website. Unsupportive vender, told another vendor about Loic's behaviour and he told me that should not have happened.

Do not buy from this company. I am still waiting over a week for a refund which they say is still going through. I am appalled by their customer service and will not be buying from them again. Be warned

Very difficult contacting this company, returning items is a long winded process!

Unternehmen findet es nicht nötig bei Anfragen (Reklamation) zu antworten. Service gleich null.

Best sneakers for running marathons. Highly recommend! No wear and tear

Awful customer service rude and unprofessional. After numerous calls and emails and live chats, On running have received my return of 5 pairs of shoes which were for me my wife and kids, they weee too tight and unsuitable so I followed the return policy send everything back as I received them in original packaging have taken pictures and have proof or postage receipt with weight, after 6 weeks Iam no further forward I’ve been told due to multiple issues we cannot process your refund goodbye and call centre hang up very rude Iam
Glad calls are recorded, as I’ve also recorded calls on my end, ON196781822389 Iam going to highlight this on my social media platforms and proceed with taken on to make a small claim under the consumer right act, the level of support is appalling, clearly needs an internal investigation as if you look at all reviews it’s all the same thing either stolen upon return, and dont want to help hard working people who work an honest day living to buy these products to then be stolen is the only way I can describe my experience with On running. scam of company I will be highlighting this on my social media and attaching all my images of my return and voice calls.

Non-delivery of order as On, for the second time, has put no address on the package. It thinks that a postcode alone is sufficient for a delivery to central London. No street name or number. No flat number. I assumed that having made this mistake before, it would not be repeated. Now I'm told I have to wait 7 business days for package to be considered lost. Shoes are moving from one delivery office to another and eventually will be delivered to them. Dreadful service.