On Running Reviews 306

Where do I start. I recently purchased 2 pairs of trainers from ON and set up an account with them. Two weeks later my data is compromised and I have numerous pairs of trainers being ordered through my account using my credit card. No apology from ON and no response almost 2 weeks later. They have no GDPR rules and I will never order anything from them again!

When it comes to there products ie trainers, jogging pants etc they are good 👍🏻.

However there off shore call centres are horrendous, they promise this and that but they are useless!, I would give them 0 out of 10 for customer service.

But the worst part of it is the returns process, I mean 14 business days seriously ON you need to do a lot better!, a majority of retail companies are a lot quicker, but yourselves are very poor 😐 💩.

Currently I have an issue/problem with ON as they messed up one of the orders and sent us a on running belt instead of focus tank (ladies), although the packaging said focus tank but had the belt inside of it, I don't know how they could get the two items mixed up and why the belt was in that packaging I really don't know..idiots come to mind.

I was promised an email as of today as regards to the progress of the return and have received nothing.

I raised the issue with them on the 28th December and have been patient with there returns process, but I'm starting to get annoyed with them over the error that they made and feel they are being dishonest as they seem to be unwilling to refund us for a mistake they made!

I'm extremely disappointed with the service 😞 and the whole experience with ON..very very poor I would not recommend buying from ON!

Unfortunately I never checked for reviews before making my purchase from ON running as it seems every complaint is the same.

I returned one pair of shoes that were too small and kept one pair. Their own policy of issuing a refund within 14 business days isn't being adhered to. I have raised the issue with customer services but they just repeat the returns policy line (which they don't follow themselves). I will now contact my credit card provider to make a claim for a refund under section 75 (in the UK).

I will not purchase online again from ON and would advise others to purchase in store somewhere to make the process easier.

Refund still not processed. Been almost 3 weeks! Would not buy from this company again.

Received On-Running Men's Cloudrock Waterproof Boots as a gift, fast forward 8 months and the boots had a defect on both right & left. I called customer service & spoke to an agent with no resolution because I didn’t have a receipt of purchase. I then asked to speak to a supervisor that’s after 1 hr of being on the phone with a useless agent. The female agent named Reymart told me she’ll speak to a higher up and return my call within the week. Fast forward over 2 weeks and that’s not to mention I’ve been speaking to On Cloud agents for over a month. I never received a call back from supervisor Reymart so I called On Cloud again and spent another 1 hr explaining the defect of my boots. I then asked to speak to a supervisor once again and the agent said there wasn’t a supervisor available and that one would call me with 24-48 hrs…I then exploded to her about how many times I’ve called about the same issue with no resolution or response back. After 30 more minutes a supervisor named Cody called me and asked how he can help. I once again reexplained myself for about the 10th time. At this point I told the supervisor that I didn’t want a refund whatsoever just an exchange for same boots because these boots were absolutely defective and also told the supervisor that if I can send them the boots so they can see the defect of both shoes having a rip in the same spot between the leather and seam of the boots on both right and left shoe. The supervisor said that they wish they could help me but due to there rules that if there’s no receipt then they couldn’t warranty the defect. I wasn’t asking for a return only an exchange for the same shoes but they wouldn’t budge with their rules so my recommendation is don’t purchase any On Cloud shoes of any kind because their rules on defective items is one sided and that shouldn’t be the case. Each incident should be taken into consideration and given a complete look at no matter if you have a receipt or not because when they receive the shoes/item they can clearly tell if there’s a defect or not and then make a complete decision. I, my husband, daughters, family and friends have purchased several On shoes/items but due to this terrible experience I, my family and friends will no longer support On whatsoever and will move on with their competitor Hoka. BTW it took quite a while to even find and speak to a live agent because it’s that hard to get a hold of one. On Cloud you’ve lost a great client and many others that I’ve told my story to that will no longer support your company. I can clearly see by other reviews that you do not care at all about your clients so you don’t seem to need our business 👋

I bought Cloud Go to wear at work. They made squeaking noises almost from new. I contacted the company to see if they would replace the shoes, and they said they wouldn't do anything - it wasn't covered under warranty. If you search this problem, you will find it plagues a lot of On models. Now, the shoe upper around the toes is developing holes. The shoes are 5 months old. Very cheaply made. On has lost a customer due to the poor quality of the shoe, and poor customer service.

Absolutely horrendous experience from this company sent back trainers that were to small for an exchange, got an email on 30th December to say they have received them but still have not received the exchange so my son still does not have his Xmas gift. I called customer service to be told it takes 14 days excluding weekends and holidays so it will literally be 3 weeks for an exchange which is absolutely ridiculous. They have my money but we have to wait a lifetime for the goods. Avoid ordering direct with this company!!!!

Cloud 5 Waterproof. Auf große Begeisterung folgt bittere Ernüchterung.
Ich habe den Schuh beim lokalen Einzelhändler vor Ort gekauft und war Anfangs sehr begeistert jedoch lösten sich nach kurzer Zeit bereits die Haltebügel der Schnürsenkel und das innere der Ferse riss auf. Ich brachte den Schuh zurück zum Laden, dieser Reklamierte diesen. Nach 6 Wochen Wartezeit bekam ich die Antwort der Schuh wäre zu abgenutzt und es Läge nicht am Material.

Bei der Bemerkung musste ich fast Lachen da ich kaum mit diesem Schuh unterwegs war. Ich trage diesen hauptsächlich im Büro! Also ist scheinbar auch die Qualität des Sohlenmaterials unterirdisch. Und das bei einem 180€ Schuh.
Ich hatte schon Schuhe für 30€ welche über 2 Jahre durchgehalten haben und diese wurden in dem Zeitraum deutlich mehr belastet.
Der Laden konnte nichts machen und als Antwort bekam ich das ich mich selbst um das Problem kümmern müsse. Wohin das führt lässt sich in den anderen Bewertungen ja bereits herauslesen - zu NICHTS!.

Definitiv mein letzter Schuh von diesem Hersteller, leider.

Worst pair of trainers I owned in my life! very uncomfortable...you can't even walk far with them without being stuff as a surfboard, cloudnova are no good!

I ordered a pair of trainers at the begining of December and they still haven’t turned up and impossible to get in contact with anyone, online bot stops replying and no one to email, awful company will not be ordering from them again

Ordered pair of running shoes, size too small so sent back for exchange for larger size , had an email saying exchange will be dispatched within 14days , why so long? Called them and couldn’t understand their assistant as English very broken , managed to hear just about it will be about 17 days, really poor experience would not order online again

Ich bin sehr zufrieden mit der Qualität der Schuhe und mit dem Online-Store. Das die Preise jenseits von gut und böse sind ist offensichtlich.

Absolutely awful experience so far. I’m not sure this company even has a customer service team. I’ve been trying to contact them for nearly a week, Placed an order and not had any order confirmation but money has been taken. Website showing my order doesn’t exist and I’ve emailed, used the online bot chat (which is horrendous), messaged on instagram,X and Facebook. I’m not getting anywhere! I don’t know how to contact a human to resolve this situation!!

I ordered a pair of trainers that cost me 180 euros. After wearing them a handful of times for walking, I noticed an issue with the shoes.
After attempting multiple times to reach customer service, finally someone got back to me. I also used their warranty claim twice, only to get an update 2 months later.
Now they are refusing to resolve the issue saying it's not a manufactory fault and offered me a 20% off my next purchase.No thanks - you can offer me free item and I still won't take it if I have to deal with your customer service ever again.
The issue affects the functionality and the safety of the product as well as creating a noticeable negative impact on the look of it, surely that is not normal.
Now I am stuck with a pair of 180 euro trainers that I cannot wear! Thanks ON!

I bought some shoes a week ago. No sign of them. No way to contact them - only a chatbot that refuses to chat and ends conversations. No idea what to do now other than seek a refund. Worst customer service I have seen in a long time.

Do not order online from these charlatans. There items are either massive or too small & the customer is a joke it's like talking to r2d2. I ordered two tshirts same Size one was massive the other too small I returned then they received & now 14 days later I am still waiting for my refund . If you do decide go & try the clothing it's terrible for the price they charge.

I should have looked at all these reviews or more importantly - the owner should! You make a good product but your customer support is abominable! You would really think that SELLING a shoe would be less painful! HORRIFIC!

Don’t ever use this company there customer service is the worst I’ve ever had to deal with out of any clothing retailer, there returns policy is done so people don’t return because it’s too much of a hassle for the customer to wait 1 month for them to access the item retuned and issue refund

Never again! The customer service is terrible. I ordered an item on December 3rd, which was shipped to the same address on December 8th, but it was missing my apartment number (APT #). I called multiple times about this issue, and they told me they would investigate. Then, they started another investigation after I followed up. I even had to email them and send a picture of my front door to compare with the one on the FedEx website—which doesn’t even match! This customer service is a complete joke. Smh.