On Running Reviews 306

Produit commandé,
Bloqué depuis 10 jours chez UPS,
2 appels au service commercial On Running, 1 e-mail reçu… pas de solution apportée pour être remboursé et savoir où en est le colis…
Produit de qualité… peut-être… mais service et expérience utilisateur catastrophique.

Ich habe vier Paar gekauft, vor sechs Monaten,und nach einiger Zeit quietschen sie beim Gehen.. Sehr unangenehmen und leider,nicht mehr zu gebrauchen ..Danke ON‘

I absolutely do not recommend ever buying from the ON website. They have no customer service, so if you have any problems with your order, you'll only get a robot reply, which will do nothing to solve the problem. I placed an order more than 10 days ago and I still haven't received anything, and there's no way to find out what happened to it. I would never buy from them again. I think they've lost my order, and there's no way to contact a human being who can resolve the issue because their customer service is completely nonexistent. It's unbelievable for shoes that cost around 100-200 euros.

Le site. On.com et une honte. Je n’ai jamais reçu la chaussure et il ne veulent pas me rembourser très déçu à fuir.

sent completely different shoes to the ones I ordered and advised I would need to send photos and wait for them to process the return before I could have the pair I actually ordered. No apology for the error at all. Terrible customer service.

Worst customer service ever, asked for an exchange to my online order with a smaller size. My return package is delivered to their warehouse but on their tracking system it is still pending for a return (even if I confirmed it via my own tracking on Royal mail and their customer agents on phone/email). And they are mentioning controlling returned product takes 10-14 business days (approximately 3 weeks) starting after the arrival of the item to warehouse. When I check the website, it is mentioned overall exchange process can take up to 7-14 business days. My shoes arrived 1 week ago and still waiting for a control, I assume 1 part-time person works for this control. %100 not recommended any shopping online.

I placed two separate orders with On Running on 10 January and 12 January. Both orders arrived promptly in two separate packages; however, items were missing from each order.

I contacted customer support via the online chat, which led to an email exchange. I was asked to provide additional details and complete declaration forms confirming the missing items. I was later informed that a refund would be issued for the missing items from one of the orders, pending processing.

I then followed up multiple times regarding the second order, but received no response for several weeks.
As a result, I restarted the process, referencing the second missing order. At this point, I received an email stating that I had made too many refund requests in a short period of time and that they would no longer accept or respond to further correspondence.
This has left me with over £750 worth of missing items and no resolution. Had the case been properly reviewed with their logistics or inventory team, it should have been straightforward to verify the issue and resolve it appropriately.

While the products themselves are good, my experience with customer service has been extremely disappointing. I would advise others to be cautious should they encounter any issues with their orders.

24 days since they confirmed that the return had been sent and no sight of a refund or confirmation as to a timetable for a refund. Customer service unable to confirm other than to suggest that it could be up to another 10 days for a resolution, which is not acceptable for a returns timetable (34 days+).

Bought 2 pairs of trainers and these are the worst running trainers I’ve ever had. Both constantly squeak. Poor build. I’ll never buy again.

Commande numéro 1019 passée le 28 novembre 2025 deux mois après aucune nouvelle le numéro de suivi inconnu par le transporteur et ma commande est restée bloquée a l etape étiquette créé depuis mon paiement malheureusement le service client ne répond jamais donc mon colis non reçu et mes 219e non remboursé

nice desing and decent quality but comfort was average for the price

Der Erfolg ist dem Unternehmen in den Kopf gestigegen. Reklamationen werden mit Standarschreiben abgelehnt. Nach einem weiterer Nachfrage kommt dann ein Angebot mit einem Rabattvorschlag den ich bei den meisten Sportgeschäften auch erhalte. Diese Schuhe sind ihren hohen Preis einfach nicht wert. Kann ich absolut nicht empfehlen.

placed an online order with On Running (UK) on December 1st. After more than 30 days, I have not received the shoes and no refund has been issued.

Customer service has been extremely disappointing. Despite multiple attempts to contact the company, I have received no clear answers, no updates, and no solution. The lack of communication and accountability is unacceptable for a brand of this size.

This has been a very poor experience, and I would not recommend purchasing from On Running until their customer service improves. I never gonna buy again.

This company is a joke, they care about nothing but money. They are charging stupid prices for poor quality merchandise. The lettering comes off all clothes, the trainers are very badly made. If you complain, they dont care or help in fact they are just rude.

If you want to risk never getting a refund buy from their website. Beyond awful is an under statement. The only wany of contacting them is via a bot, when you do eventually get put through to an agent it's even worse. They are not in the UK don't understand basic questions and an alien would have been more helpful. Currently waiting for a manager to email me, i won't he holding my breath. I did pay on amex thankfully so i will be contacting them.

Honestly, this is the worst company I have ever dealt with in my life. I had an order returned back to them and they have taken zero accountability. They have palmed me off to Royal Mail and the order was supposed to be in my possession in August. It is now November and I have not seen this order once. I have tried to get help from them because the order was a lot of money, and I keep getting the same response.

“After looking into your case, it seems that the issue has been reported from your account multiple times in a short timeframe. For this reason, we cannot accept your refund request. Thank you for your understanding.”

Yes of course it was reported. You never delivered my items and I am thousands of pounds down. I have not seen the order and I have not had my money back. I would never recommend this company to anyone.

ON Shoes look great and are very comfortable, but there is another side of the story. The quality of the shoe on the inner heel is TERRIBLE. I have never had a pair wear out so fast with minimal use - only traveling and not real trail work or athletic activity. My ASICS and Saucony last way better.

I purchased a pair of expensive trainers that squeak loudly with every step on both shoes! It’s honestly embarrassing to walk in them and I’ve stopped wearing them altogether.

When I contacted the customer service team, I received the following response:

“Squeaking can result from a variety of factors, many of which are unfortunately beyond our control. Because we can’t guarantee that a replacement would resolve the issue, this type of concern falls outside the scope of our warranty terms and conditions.”

Given the price, I expected far better quality and accountability. It’s clear from other reviews that this isn’t an isolated issue. I really wish I’d researched more before buying.