ON Reviews 

They told me that the shoes i sent back were not the ones i received. I have only ever received or owned the ones they sent me and both sizes were returned back to them within 24hrs!
Sounds like a beginnings of a scam! Make sure you use a credit card in case. I will never be using them again!

Order not refund not received. By looking at the remainder of the comments its starting to look like this is becoming a scam.

I ordered a pair of shoes 3 weeks back, the order never got to the third party delivery service. I check in with the customer service team. They refuse to issue my refund, unless they conclude an investigation. That itself will last 2 weeks. The refund 5-7 business days.

One month to get my money back for shoes that were never delivered. This will be the last time I ever consider this brand. I would strongly recommend against buying shoes from this company.

Nothing works even when they fail to deliver on the goods, they can't even issue a refund without taking a minimum of 1 month.

Please, save yourself the hassle. Just to give you a sense of time, I ordered 27th August 2026. Here we are midway September, no refund.

I’d never heard of this company (I’m a 66 year old widow 😂) until a scammer spent £310 using my email and bank card. Lloyds immediately supported me but I thought I’d alert on.com too as they hadn’t yet despatched the goods and I wanted to make sure the scammer didn’t try any more fraudulent activity. Their “happiness provider” took ages to grasp the situation but assured me that no future account could exist using my email. What a waste of time. The order progressed over two days from being prepared - to being in transit - to then being delivered despite them knowing it’s a fraud. And the account using my email remains live but I’ve changed the password making sure the full shopping basket the scammer was about to add to the fraud never got actioned. They never got the email address verified and their online security is shocking. It’s like they’re supporting the criminal world. Thank god im computer savvy. God knows how many other people are getting scammed.

DO NOT BUY FROM THIS COMPANY. THEY OWE ME A REFUND OF £660 from 26 days ago. I received an email after doing their online chat that they cannot provide me with a definitive timeline or outcome. From reading other reviews it appears I have been scammed. I am reporting them to my credit card company.

Absolute shit customer service! My order says it was delivered, and never was. Customer service do nothing to help, and say our carrier team will get back to you in 7 business days! And still do nothing! Won’t ever order online from them again!

A scammer got my card details and made a purchase from this site. (I'd never even heard of them til then). I contacted them by phone to tell them the order they had was from a fraudulent purchase and they were completely unconcerned. Told me that the order was in the process of being dispatched and couldn't be cancelled. My bank cancelled the fraudulent payment and yet they still said the order was being shipped. Their handling of the situation along with the very obvious red flags on the order leads me to believe they are incredibly negligent at best but frankly more likely to be the actual scammers in the first place.

worst company ever. Waiting 3 weeks on my shoes. Tracking number showing processing my order. Cancelling my order today. Idiots.

Scammed by ON Shoes. The order never got delivered to me and when I opened a case with the support, they held me for more than a month and without a real update, told me that neither the order nor the refund can be given. More than 100€ scammed when ordered from official website. Worst customer support ever. Nothing but scammers. If in Austria, you expect such situation, I am confident everywhere else it’s even worse.

Avoid. Went to Bicester Village. The prices were more expensive than ASOS. Avoid at all costs. The company would not even refund the difference

If I could give a zero I would. I do not recommend buying from them they are a scam. I ordered a pair of shoes almost a month ago, and paid extra for them to get here fast and they are still not here. I called customer service and all they say is that they will send me an email but i never get an email. DO NOT BUY FROM THEM THEY ARE A SCAM!!

I would give zero if you had the option. SCAM company. Paid £150 for a gift card. Its been days, not recived it. When I ask for a refund, they say they dont do refunds ?? When I ask when will I receive it, they say we will send you an email. When I ask when, dont know, cant say, ends chat. Its day light robbery!! Surely, a consumer has right for a refund if you don't receive what you paid for!! If you have emailed it, then show me proof?? Where is this email with my gift card??? Why does your website say gift card has been shipped but can't give me a tracking number like other companies do??? Can ON let me know whats going on??? I request evreyone to think twice before you order from these scammers!! Customer service is non existent. If I dont hear anything, I will reach out to trading standards!! The birthday was yesterday btw so the gift card that has never arrived is a complete waste!! Fast to take money though !!

Do not buy from their website. They have a big problem with their system shipping shoes. Here is my order number that I placed two weeks ago, and they are still preparing the shipment? ON420008706558

Updated on 10/6/26.....someone reached out thinking the issue wasn't addressed and provided the service I expected. Updated to 3 stars.

Customer service sucks. I ordered a pair womens size 8 white Roger's and got a pair of size 13 mens black hiking boots. I had to wait for the return to be processed or re-order the shoe while I wait for the return to process and I have to hunt down a box to return the shoes they sent in error. They called it good will return. I explained I needed the shoes for the upcoming holiday weekend and they said I had to wait or reorder and didn't offer to rush a shipment or credit rush shipping fees. Just tough luck.

Weeks for a refund and still nothing. Never will I buy one of their products again.

Disputed Delivery and proved by myself, only option they gave whilst they investigate was to purchase again as they are a birthday present that is needed. Ironically their customer service team is called 'ON Happiness Delivery', something they clearly do not do. Was not surprised when I looked at other reviews that their customer service is extremely poor.

While the On Cloudtilt is undeniably stylish and very soft underfoot, I don't feel the build materials fully justify the premium price tag. Instead of natural, breathable materials, you are getting plastic and synthetic microfibers. They work fine as lightweight lifestyle or travel shoes, but you are definitely paying a markup for the brand name status.The biggest design flaw is the Achilles tendon area at the back ankle. The outer plastic layer is extremely hard, and the inner cushioning is far too thin. Because this part sits quite high, it has caused me severe pain and abrasions. Wearing low-ankle socks is completely out of the question. I actually had to hit the plastic collar with a hammer and heavy weights to try and soften it up, and even after that, it still hurts to wear.

Insane how little they care about customers. I ordered 2 shoes, for 200 euros each, they were very unconfortable. then to return their own return process says to return on DHL, no pickup option available. I go to one shop, didnt exist, another, didnt exit. Call DHL, find one, they said this is not DHL and its correos. Its confusing because the label both states DHL and Correos, but apparently the DHL is DHL german post.

anyways, I go to correos, finally is returned.

I sent two customer service emails, no reply in 10 days. Never buy from their website, never!

I think customer service and comfort is actually really good. Down side waterproofing is awful on the 4 designs I’ve tried and each pair has also last about 6 months of half a day 5 days a week use

Absolutely shocking customer services. Placed an order for 2 T-shirts, when it order arrived 1 of the T-shirts was missing. Raised the issue with their AI which was forwarded to their so called Happiness Delivery Team which should be rebranded to the Unhappy Delivery Team. 10 days later and still no resolution. Thought I had found by new go to brand, but after this experience I won't be using again.

I ordered five pairs of shoes for myself and my daughter so we could try them and find the best fit. I was shocked to open the box and find only four pairs.
Unfortunately, as many other reviews mention, the customer service has been terrible. For 3 weeks, I’ve received nothing but polite emails saying they’ll “investigate,” but still no refund and no actual solution.
If something goes wrong with your order, be prepared for a long and frustrating process with no resolution. They don’t seem interested in addressing the issues customers are reporting on Trustpilot either.
Honestly, it feels like all hype and branding with very little substance behind it. Save yourself the hassle and buy from another brand. Avoid this one.