On Running Reviews 306

I bought the Cloudroam waterproof. I am in two minds about these, as they are very comfortable. As a dog walker, I want good quality shoes that are comfortable to wear all day and waterproofness is a bonus. However, after only 3 months of purchasing these shoes, I have worn them nearly everyday, they are already splitting at the seems quite badly, therefore losing their waterproofness. For £180 I expect them to last a lot longer/be more durable. they are clearly not built to last and now my feet are not protected if it rains. Not like you can leave a review on website either as their form of communication is a bot. What a shame, I cannot roam with the dogs anymore in these shoes.

Habe Schuhe bestellt nach 3 tagen war vordere Seite nicht in Ordnung habe reklamiert würde weiter geleitet an Firma On und Firma On gibt keine Rückmeldung

Just echoing all the other reviews here; if you send something back, don’t expect a quick refund.
Would never buy again!

Ordered shoes - came quickly - but poor fit meant a return. Then the problems - email confirming return but no refund and then Customer services said return not received. Tried to resolve but no joy with bots or real people. I'd avoid this brand

Poor service and avoid at all costs. I purchased trainers that squeak and have been asked by passer by if my £170 trainers were FAKE! On warranty team refused to return or replace the shoes!! This is a waste of money and time and if you want squeaky shoes then please buy ON trainers. It sounds like there is a mouse in my shoes and it squeaks on all surfaces! Even on carpet, pavements train platforms and bloody escalators on the tube you can here the squeak!

If I could rate 0 starts I would. Worse customer service everrr. I ordered 2 shoes and only 1 box was delivered. FedEx proof of delivery was only one box and still I keep getting same emails saying they are not responsible. It’s been 3 weeks and nothing was solved.

The worse customer service. Had to wait for my refund for over two weeks from the day the company received the parcel back. Shocking.
There us no way of adding the shoe review on the website. I have ordered some training/gym shoes but they were way too stiff and too heavy.

Cloudrock 2 Waterproof women Um 229€
Cloudrock 2 Waterproof women Um 229€
Die Schuhe lärmen beim Gehen wie wenn sich die Sohle lösen würde . Habe reklamiert und angeboten wurde mir ein 20% Gutschein beim nächsten Einkauf . Sorry aber glauben die wirklich ich würde nochmals Schuhe dieser Marke kaufen ? Ich habe noch 5 andere Modelle von ON und kann dadurch sehr wohl sagen ob das Geräusch normal ist oder nicht .
Nie wieder ON Schuhe weil der Kundenservice zum Schmeißen ist .
Das Angebot von einen 20% Gutschein ist eine absolute Frechheit, meine Schuhe um 230€ kann ich kübeln 😡😡
Nachdem ich gesagt habe das Angebot ist nicht okay kommt es noch besser 40% Gutschein , wie eingebildet sind die , glauben echt ich würde nochmals Schuhe dieser Marke kaufen .
Werde den Anwalt und den Konsumentenschutz einschalten . Die Schuhe müssen entweder ausgetauscht oder das Geld zurück bezahlt werden .

Customer service, they don’t even understand they made me repeat my address five times and the guy was laughing. Don’t ever buy trainers they squeak very badly. They are not good …!

Terrible returns and refund process, still waiting for a refund 4 weeks after they received the items back. Totally unacceptable, will never purchase from ON again!!!!

Purchased trainers 17/1/25. Returned 24/1/25. Still awaiting a refund as of 17/2/25. Dispute now raised with my bank. Where is my £270????

Horrible experience with refund. That was my first and will be my last order fron ON

I got my trainers today and I only ordered them yesterday. Very good trainers and good quality. I’ve seen quite a lot of bad reviews but personally I’m more than happy with their service.

worst customer service...
return package lost and yet no refund three weeks later

a scam for a "premium" brand..

As others have said. Their returns policy is not customer friendly and the refund processing time is excessive. They are quick to take your money but slow to give it back.

Will think twice before purchasing again.

Just like most who left a negative feedback....this company seem to be earning money from its delaying tactics to issue refunds. DO NOT BUY FROM THIS COMPANY!

The worst customer experience I’ve had. Slow replies, order problems. No resolutions of support.

Poor customer service for returns . One order has been lost and the other yet to be refunded. Don’t order directly from them!

Customer service agents just keep repeating their script and no action is taken.

Huge Caveat with On's return and refund processing times. Alike to alot of reviews here, I returned a top and waited 14 business days for refund. It didn't happen. On running is a prestige brand, by no means cheap and they should deliver customer expectations equal to their pricing point. I gave 2 stars as I contacted customer service (Uk), and they helpfully processed my refund luckily.

What I will say is if make a purchase, do it on a credit card so that you have extra protection on consumer rights if you decide to raise a dispute.

It's unacceptable to wait that long for a refund in any case, and then you don't receive it.

I bought 3 shoes with this company, one of the running shoe was making a very funny uncomfortable noise when I wear it, and I reported it to the company to my very surprise they did not do anything about the complaint. They were very rude and arrogant when I call on the phone too, both online and phone calls was very disappointing.