ON Reviews 

Helt ekstrem lang fragttid!! Og skriver skriver til dem de siger man bare skal vente det skal nok komme!! Virkelig dårlig kundeservice!!

ORDER; ON639257732003

I don't even know where to start. I bought a pair of shoes on 1/10/2026. The track and trace says it got delivered, but I didn't get anything.

Talked to their AI bot, so an investigation got started. I live in Belgium, and for some reason I got a long email in Spanish from a support agent who has been anything but helpful.

Told me he'll let me know something within 48 hours. Ofcourse I don't hear anything. I didn't get news for over a week, unless I send an email, asking for an update. It's been almost 4 weeks now, without shoes, news or my money back. This is giving me a really bad feeling, as I've wasted so much time on this, and basically my money got stolen.

I've been a customer for over 3 years, but if this doesn't get solved, I'll never buy from you guys again.

I don't know why I have to wait so long, and worst of it is, that I keep getting mails in Spanish (while I don't even speak the language). When I want to call it's only possible to a +41 number, so I have to pay 3 euros a minute. What a joke.

Everyone be careful, I won't order here anymore if this doesn't get fixed before november. Waiting 4 weeks is criminal.

I recently bought a pair of trainers, and whilst placing the order, their system pulled up my old home address, which I had deleted from my account years ago. As soon as I noticed, I got in touch with On.com and explained the problem. It was a fault in THEIR system that brought up the old address, yet they flatly refused to amend the delivery address, despite it being entirely their fault.

They squeak when wet. The compound between the outer sole and upper shoe is like a mushy sponge.

The second pair I bought squeak.

Do some research - OC are known for their squelchy squeak

I returned an item to On cyclon (outlet) and 15 days after receipt and beyond their own refund timeline I have not had my refund. I will have to start a chargeback with my bank to get my money back

Was really looking forward to receiving my shoes i ordered. Apparently sent by on.com but lost by Royal Mail.
When i reached out just received a generic AI bot reply

Will attempt to phone them on Monday to speak to a human in customer service but my faith is slowly disappearing considering the vast amount of similar experiences by so many- shame as the actual items I ordered look good ……unfortunately i cannot review them as they’re not here!!

My shoes arrived in a relatively good timeframe, but the exchange process has taken weeks. I will not be ordering from them again.

After less than 6 months shoes are broken. Tried to submit online warranty claim but it's impossible

Bought a pair of Cloudrunner 3 shoes. Rubber sole showed wear and tear just after 20km. Filed a complaint at On. Received AI generated e-mails for weeks but no solution.

This week I received the following message:

"As mentioned previously, the wear shown is considered normal wear and tear and falls outside the scope of our warranty policy Terms & Conditions."

So showing rubber sole damage after 20km is considered normal wear and tear by On.

I am extremely disappointed with my experience with On.

I initially purchased a pair of On shoes that developed an annoying squeaking/creaking noise while walking. After submitting a warranty claim, On provided me with a €170 voucher, which I used to order a different pair of shoes.

Unfortunately, that was only the beginning of another frustrating experience.

My new order was supposed to arrive on October 20, but the delivery date kept changing, and I still haven’t received my shoes.

I contacted both PostNL and On. PostNL informed me that the sender needed to contact them. However, On’s customer service representative repeatedly claimed they couldn’t contact PostNL due to GDPR restrictions.

Instead of investigating the situation, I was told to wait seven consecutive days without tracking updates before On could consider the parcel lost and start an investigation.

I eventually submitted a formal complaint, only to receive an AI-generated response that repeated the tracking information without providing any concrete solution.

What makes this even more disappointing is that I was already dealing with a defective product in the first place. The voucher was supposed to resolve my original issue, but instead, I am now dealing with another problem.

For a premium brand like On, I expected much better product quality, customer service and after-sales support.

I appreciate that On initially acknowledged my warranty claim and provided a voucher, but the overall experience has been extremely frustrating and disappointing.

I expect On to take responsibility and provide a proper solution.

Totally non-existent customer service. I purchased a pair of Lumos running shorts because I wanted increased visibility when running in the dark. The material is not reflective as advertised. When I raised the issue via their “Happiness Delivery” contact form, I got an AI response (not assumed - the response clearly states it’s an AI chat bot). There was an option to respond for further assistance, but despite following up twice, I’ve had no reply. I was then invited to leave a product review on the website, so I noted that they’re not reflective and mentioned the lack of response from their team. I got an immediate reply on the review page inviting me to contact Happiness Delivery, but they provided no contact details to do so. I’ve since followed up again but given the reviews here, I’m not holding my breath. Such a shame considering the shorts are lovely quality otherwise - and for over £80, I’d expect their customer service to be way better.

very pool customer service i ordered twice from them and each time the parcel gets lost, it's either there's something wrong with the parcel company or they have incompetence people working at ON

Ich habe den On-Schuh „Cloudtilt Glacier“ erworben, der bereits nach lediglich drei kurzen Nutzungen im Alltag deutliche Risse und Stauchungen im Dämpfungsschaum der Zwischensohle aufwies – bei einem Schuh dieser Preisklasse ein klarer Materialfehler.

Am 27. September 2026 habe ich den Fall inkl. aller Fotos eingereicht. Nach knapp vier Wochen Wartezeit wird die Abwicklung nun stur mit der Begründung abgelehnt, der Kaufnachweis sei „ungültig“, obgleich die originale Rechnung sowie der Bezahlbeleg von Klarna hinzugefügt wurde.

Trotz mehrmaliger Übermittlung der vollständigen Originalrechnung sowie des Klarna-Zahlungsbelegs wird nicht auf die Dokumente eingegangen. Man erhält lediglich fertige Textbausteine.

Sehr enttäuschende Materialqualität und ein Kundenservice, der berechtigte Reklamationen über formale Vorwände abzuwimmeln versucht. Sollte sich hier noch eine kundenfreundliche Lösung finden, bin ich gerne bereit, diese Bewertung entsprechend anzupassen.

Id chose zero if i could - unfortunately I cant.

In a nutshell; Wouldn’t recommend.

Brought running shoes and used them as a casual shoe. Worn 8-10 times max. On school runs, shopping and around a park and the Inner sole gradually started shrinking in one shoe only causing injury. Clearly defected / faulty in production - unable to contact customer services to raise the defect / faulty item.

Finally get through to bot and Forced to complete a ‘warranty’ claim which is just a legal loophole to avoid accountability and not applicable for faulty or defected items under consumer law.

Customer service appalling, had me damaging other shoe for photos and then breached their own policies and procedures re faulty items citing the warranty doesn’t cover the inside of the products apparently.
Advised to by new inner soles and given a crap code to buy new ones,

Charge back initiated

I NEVER RECEIVED MY ORDER!

The package was returned directly to the sender by the carrier. I never had the package in my possession, so I cannot provide a return shipping receipt.

It has been almost TWO MONTHS, and I am still waiting for my refund!

I have explained this situation multiple times, but your support team keeps asking me to return an order that was NEVER DELIVERED TO ME.

Please check the original tracking information, confirm that the package was returned to your warehouse, and issue my FULL REFUND IMMEDIATELY.

I am extremely disappointed with how this case has been handled. I need a proper resolution, not another generic response!

ON2432842756**

I have had several pair of ON athletic shoes over the years and they always fit properly. I purchase a New pair of ON6 in the same size that I have always worn and they
do not fit properly. The left shoe is not size matched with the right shoe. Its slightly larger and my foot slips, The right shoe is fine. I complained, sent pics, filled out the form. and the response from ON was that there is nothing wrong with the shoes and gave me a 20% off coupon. WOW lucky me! I should have taken them back to Dicks Sporting goods, however I wore them thinking that my foot would settle into the shoe and they would be OK, but it seemed like each time I wore them the left shoe got even larger, and my foot slipped more. I complained again and was told to take more pictures and take measurements, and take picture of me taking measurements, in other words just more runaround. Needless to say I will never purchase another ON product. Like everything else they must have cut a corner it save a buck and screwed up a good product. If you purchase this brand be sure you buy where you can sit down and try them on to make sure the are sized properly, and that both shoes are the same size. In summary, this was a good product turned to garbage!

I bought Cloudrock Mid Waterproof shoes through On's Cyclon Resale program. I've owned this exact model before with no issues, but this pair is almost impossible to get on and off, even fully unlaced, which suggests something is wrong with it. Support was quick to reply but wouldn't take a return or offer store credit because I was past the 30-day window. Be careful buying resale.

I have had nothing but positive things to say about these sneakers/Trainers. I have bought them on line as well as at brick and mortar stores and have been very satisfied. Sizes are spot on. They are comfortable and that’s really saying something considering my numerous foot problems. I am so surprised about these negative reviews.

Title: Repeated Order Cancellations, Failed Fulfillment, and No Accountability

Rating: 1 out of 5 stars

I have lost confidence in On’s online ordering process and customer service after repeated order failures this year.

I ordered the same Cloudsurfer Trail 2 shoes twice in January, and both orders were canceled by On after the website indicated the product was available. I subsequently experienced another fulfillment failure involving the same shoe because of an inventory discrepancy.

A separate order placed in August was never fulfilled. The payment initially appeared as pending, but the pending charge subsequently disappeared. No shipment arrived, and I was left without a clear explanation of what happened to the order.

Another order for apparel was canceled because of a technical issue on On’s end. I contacted multiple customer-service representatives and received assurances that the problem had been escalated and was being reviewed. Ultimately, I was told the order could not be processed.

I specifically requested a supervisor or a direct point of contact who could take ownership of these problems. I did not receive the meaningful assistance I requested. One customer-service interaction disconnected, and I was left without the management-level support I had been seeking.

What makes this experience particularly frustrating is the pattern: repeated cancellations, inventory discrepancies, failed order processing, inconsistent communication, and no effective escalation when I asked for help.

On offered promotional discount codes, but asking a customer to spend more money with a company that has repeatedly failed to fulfill orders is not a meaningful resolution.

I understand that technical and inventory problems can happen. What I cannot accept is the repeated failure to fulfill orders combined with the inability to obtain a clear explanation or speak with someone empowered to resolve the situation.

I genuinely wanted to buy and wear On products. Instead, I spent far too much time chasing answers and trying to get basic accountability from customer service.

On markets itself as a premium brand. My experience has fallen far short of that standard.

On has lost my trust and my business. There are plenty of other brands I can choose without having to fight this hard just to place an order successfully.

Based on my experience, I cannot recommend On’s online ordering service.

Buoght the Cloudhorizon 2 Waterproof - after 1 month they started squeeking. Beyond the return window so £200 thrown away. Would NOT recommend.