ON Reviews 

The worst trainers I’ve ever owned. Terrible quality. Funny how even walking with these trainers are painful!!! Let alone working out. I fell into the trend trap and purchased. I would NEVER EVER buy from this brand again!!

Négatif fuyez, chaussures qui font énormément de bruit, je comprends pourquoi Nike a pas voulu signer avec eux
SAV est garanti a revoir

I am extremely disappointed with the way my return and refund have been handled.

Order number: ON354920691510

I returned the shoes because they were too tight and the size was not suitable for me. The shoes have been returned, yet I am still waiting for my refund. I find it unacceptable that I have returned the product and my money has still not been refunded.

I am asking the company to immediately escalate this matter to the relevant department or management team and provide me with a clear explanation of the delay and a specific date when my refund will be processed.

I am not asking for anything unreasonable — I simply want my money back for an item that I have already returned.

Once my refund is received, I am happy to place a new order for the correct size. However, until this issue is resolved, I cannot proceed with another purchase.

Please contact me regarding order ON354920691510 and resolve this matter without any further unnecessary delay.

Disaster of a company. Warning: do not buy from here. No delivery after 14 days. Scam.

On delivered me an empty box and i contacted them as soon as I received the delivery I am two weeks on and still no luck getting any answers. I have emailed and phoned and been fobbed off each time. I have asked to speak to someone regarding a complaint and they will not entertain providing me details of a complaints department if one even exists. Would definatley not recommend purchasing from On direct go the shop and buy in person

Boîte livrée en parfait état, mais vide…….
« On » me demande de remplir un formulaire mettant en cause le transporteur.
La boîte étant parfaitement scellée, il y a clairement un problème de vol en interne….
Impossibilité de se faire envoyer la paire initialement commandée mais proposition d’un remboursement total (paire et transport).
In fine, le transport n’a pas été remboursé !
Bref, je n’ai pas de chaussure, et j’ai payé un transport pour rien !
La marque n’est pas sérieuse et son service client pas à la hauteur !
Très déçu, je pars à la concurrence.

Poor customer service response time, long time between order and delivery.

Honestly a joke they are allowed to operate. Completely missed a pair of shoes they were supposed to send me. Furthermore they sent me a used pair. Tried contacting them and they have useless AI responses. They then say it takes 15 days to look into this. Awful awful awful avoid!

Although I know there are a lot of negative reviews here, I was very satisfied with my experience on their website. Since the sneakers were too tight, I requested a return and sent the item back. They received the item within 3 business days and issued a refund the very next day. It was a seamless experience.

Absolutely unacceptable customer service from On.

I placed a large order and returned the items using their returns process. Royal Mail tracking confirms that the parcel was delivered to their warehouse around six weeks ago, yet I still have not received my refund.

During those six weeks, I have contacted On repeatedly by phone, live chat and email. Every time, I have been told that they are “still investigating,” with no proper explanation or resolution. My formal complaint email was completely ignored.

Today, I called again to ask where my money was. While I was still speaking, the customer service representative hung up on me. After holding a substantial amount of my money for six weeks, this is a disgraceful way to treat a customer.

The delay has caused me financial difficulty and considerable stress. I have proof that the return was delivered, but On continues to withhold my refund and has now stopped engaging with me properly.

I would strongly advise customers to think carefully before ordering directly from On. I am now escalating the matter through my payment provider and will consider court action if my refund is not issued immediately.

I spent over 200 on cloud monsters and can’t even where them anymore because they squeak so bad. I have had so many people make comments to me about it when I wear them. It is embarrassing! Bought them in April 2026 and it is September 2026. I didn’t even wear them all summer. Worst purchase I have ever made. Stay away from the brand.

Extremely disappointing experience. I received a completely different item that I never ordered. I returned it, and it has now been a month, but I still have not received my refund.
Receiving the wrong item was frustrating enough, but waiting a month for a refund is unacceptable. I expected much better service from On.

Quick delivery but still waiting for a refund.
The shoes I purchased didn’t fit me comfortably so I returned both pairs. Almost three weeks after my returns have been received by On (confirmed by an email from them) I’ve still not been refunded and it was a big outlay of money. You can only speak to a chatbot, no email or phone support seems to be available.

Item was never delivered. They use a company called OnTrac? Useless tech support. Just AI chatbots and going in circles. Still trying to get a refund. Such a waste of time, never buying anything from this company again.

I ordered 3 items, worth around 200-300 dollars. I only received 2 of them. Ive put in so many customer service requests ive lost count. No one is helping me receive my order. Joke of a customer service team, they all should be replaced with AI. embarrasing

Ordered on cloud cloudeay2 shoes on sept 1st contacted them 20 times between sept 10-sept 18 kept saying they were preparing. Finally on the 18th tell me they are cancelled because they are out of stock. Looked on website and still have my size that i ordered in stock. 10 pairs. I will not use their website ever again i own over 25 pairs of on cloud shoes but will not purchase another pair due to their terrible customer service and lies

Placed many orders for shoes.
No problem.
Love their designs.
My last order socks were missing from the order and I am now waiting over a week for them to “investigate” via their “happy team”
Ahmed assured me he would get back to me but have heard nothing.
Are all companies ran by AI NOW?
What is going on?
Such poor customer service.

I ordered a pair of shoes for my wife’s birthday paid for the “expedited shipping fees” so that it would come on time. It never came on time. It had plenty of time to arrive here even if it had been normal shipping but never arrived. They never updated my tracking or gave me a warning about anything it just hasn’t showed. I would never order from them again based off of this alone. I am so shocked to see all these bad reviews, but not at the same time with the treatment that they’ve given me.

Untimely customer service responses. Took my money and did not fulfill my order. Gave up and was out $170 with no shoes

If you absolutely must buy their products, be sure to pay via PayPal. I returned three pairs of brand-new shoes over two months ago, yet the company has not responded at all; I managed to recover the refund for two pairs through PayPal and am currently pursuing a refund for the remaining pair via a PayPal dispute.