ON Reviews 

I’ve purchased several pairs of ON trainers. I like the products and don’t mind the premium price attached. Until recently, I’d made my purchases through third party vendors e.g. Amazon. However, my experience of dealing with ON directly was one of the most challenging I’ve encountered. I had two orders, both of which were severely delayed in processing but then exacerbated by Royal Mail issues in delivery. An ON representative told me that they had met their obligations when they passed my goods onto the carrier and suggested that I contact RM to chase up delivery. This is contrary to the provisions of the Consumer Rights Act 2015 which make the vendor responsible for the goods until safely received by the purchaser. My goods eventually arrived 14 days after originally ordered. I then needed to return some part of my order. That’s another story. Took over a month for my credit card to be re-credited after receipt of the return goods was acknowledged by ON.

I returned order ON336252540002, which was partly paid with a gift card. The cash portion was refunded correctly, but the CHF 68 gift-card portion has still not come back to me in usable form.

Over 19 days I've dealt with four different representatives. First I was sent a gift card number with no PIN, so it couldn't be redeemed. After two weeks of chasing, I was sent a different card number with a PIN and a confirmed balance of CHF 68 — four hours later it showed zero balance at checkout. I was then told I had already spent it on an unrelated order.

Each reply comes from a new person who hasn't read the thread, restates the same reassurances, and the case resets. Nobody has taken ownership. The product is good; the after-sales handling is not.

Like many here, I placed my order two weeks ago with absolutely zero update on when my items will ship. Customer service gives you a loop of non answers. Beyond angry. How is it possible to run your business this badly if it isn’t on purpose? This is a well known brand and I’m absolutely appalled at how things have been handled. Will never buy their shoes again.

The worst and most dishonest company I have ever dealt with! Be extremely cautious ordering anything with these people, especially if you may have to return something - you may never get your money refunded (Google search 'issues with On Sportswear refunds' and you will get the idea of what they're up to).
I ordered 3 pairs of trainers totalling £378, but needed to return them as the sizing was way out. They sent an email to confirm receipt of my return, but 3 months later I am still fighting to get my money back. I've had numerous emails and phone calls, with all sorts of excuses (shortage of staff, blaming the warehouse, blaming the courier etc. etc.) but still no refund. I'm now pursuing them through my credit card company and reporting them to the UK Financial Conduct Authority as they seem to be breaking online trading laws. I'm not entirely sure how they are still being allowed to trade in the UK?

Absolutely appalling customer experience.

I ordered two pairs of joggers and a white T shirt from ON, spending £175 in total. When the parcel arrived, it contained just one pair of joggers, which were from last season. The other pair of joggers and the T shirt were completely missing. There was not even any paperwork in the box to explain what had happened.

Trying to resolve this has somehow been even worse.

The chat facility in the app is one of the most painful customer service experiences I have encountered. If you leave the screen for a moment to find your order number, the chat closes and you effectively have to start again. When you do eventually get through the process, the most useful response you receive is that the issue will be passed to their team and someone will message you.

I have now been waiting over a week. No message. No explanation. No missing items. No refund.

So, at the moment, I have spent £175 and have one pair of last season’s joggers to show for it.

ON, if anyone from your company actually reads these reviews, my order number is ON924861061997. Perhaps somebody could finally contact me and sort this out.

For a brand charging premium prices, the customer service is astonishingly poor. Mistakes happen, but making it this difficult for a customer to get a mistake corrected is unacceptable.

I will never order from ON again.

I decided to use their veterans discount and try a pair of On shoes, but it was a big mistake. Just a warning to others that if you buy anything from them online, you are locked in until they decide they are ready to fulfill the order. My order is many days beyond the fulfillment date and all I have received are email updates apologizing for the inconvenience and informing me that their policy does not allow me to cancel my purchase because the order has already gone to their warehouse. You have one hour after the purchase according to their “policy“ and from that point on you are locked in. I don’t want the shoes anymore as i now bought a pair elsewhere.I have informed On in a “chat“ online that I no longer authorize the use of my credit card to the purchase and I asked that, because they had not yet submitted the charges to my card and they had not yet shipped the product that they avoid my having to go through a return process in order to get my money back and simply cancel my order. After numerous requests, they continue to refuse based on their policy. What an absolutely horrible way to do business. Avoid the trap and if you are buying shoes online, buy them from somebody else. The whole thing feels more like a scam than a legitimate purchase from a legitimate company. Never again.

Terrible quality.
Bought a pair of Cloudsurfer 2s. Significant toe box wear after 2 months of urban walking. Unacceptable for a pair of supposed trail shoes. After 10 weeks of waiting for a decision no refund/ refund exchange offered.

Shipping takes forever and they have the worst customer service I’ve ever dealt with

I ordered a pair of shoes for my wifes birthday, There was an issue with my card on the website, I switched to another and failed to notice my old address was autofilled. I ordered the item and even during the processing stage, they refused to cancel, alter the delivery address. They are hardly going to ID the person at the old address and I wont get a refund either. Only select countries cant change or cancel an order within an hour of ordering.
Im sure it was only an AI repling to my emails and I will not be ordering with them again.

I purchased a £100 digital gift card from On over 24 hours ago after seeing their paid Google ad saying it could be gifted “instantly”.

It still hasn’t arrived.

Yesterday, I called and was told that “instant” actually means 24–48 hours. A support ticket was raised.

Today, now more than 24 hours after purchase and with the gift needed for the recipient today, I called again and asked for a supervisor. I was promised a callback. More than two hours later, nothing.

So I called a third time and asked for a refund. Refused. They also apparently can’t cancel the order or even provide the gift card number I’ve already paid for.

Three phone calls. Over 24 hours. £100 taken. No gift card. No refund. No resolution.

For a digital gift card in 2026, this is completely ridiculous. Advertising something as “instant” while apparently relying on a manual 24–48 hour process also raises serious concerns about misleading advertising.

Very disappointing customer service. I received a 10% birthday promo, entered the valid code at checkout, and made sure it was applied, but the discount never came off.

Customer service confirmed the code was valid but said they couldn't adjust the order. Their solution? Wait for the order, return it, and reorder just to use the discount. That's a ridiculous amount of time and effort for a promotion I correctly entered.

The chat then gave me a timer and disconnected me.

This isn't about the 10%—it's about customer service. A company should have a reasonable way to fix a legitimate checkout issue without making the customer do all the work. I hope upper management takes a look at this.

They are using a cheap shipping courier service and as a result shipments delay and get lost. Since they are selling high end products the shipping service should be better not the cheapest possible. I am sure myself and other customers would pay a service fee for better service. They refunded the lost order and customer service was good but I didn’t receive my shoes and lost my time.

I ordered a pair of On Cloud 6 and received a womens T shirt in medium size. I got on the chat service and got hold of a girl called Erika who has been absolutely amazing. She dealt with the issue very quickly. I managed to order another pair, return the incorrect item and have a refund arranged for the original shoes the day after I received the wrong item. Erika has been emailing me a few times a day to keep me updated on everything, she has genuinely shown great care for On customers and her efforts are amazing. I was happy to part with another £120 in the interim because of her friendly reassurance that it was being with dealt with, and honestly, it's being dealt with brilliantly. I hope Erika has a prosperous career with On. So if you have any issues, request to speak with her!

I contacted the company after wearing a pair of gifted luxury shoes, valued at around £500, because I experienced painful skin damage to my feet and sought medical treatment. My intention was not to make unreasonable demands, but to report what I believed was a genuine product safety concern and to ask how I could submit photographs and supporting evidence for investigation.

Instead, I felt dismissed from the very beginning.

During my initial telephone call, I explained that the shoes had been a gift and that I could not obtain proof of purchase because the person who gave them to me is the subject of an ongoing police matter and I am unable to contact them. Rather than listening to the circumstances, I was repeatedly told there was nothing the company could do without an order number. I was told to “save my time and energy,” leaving me with the impression that my concerns were not worth investigating. The agent named Muhamed did not bother to even ask about health issue that happened and damaged my skin and instead he kept saying he knows the company won’t help and won’t care. There is a phone recording of this conversation and ON cloud how they treat people when their shoes cause health issue. He neglected me until I kept stating that I want to report the issue and then he said a manager named Essra will contact me by email.

What troubled me most was that I was trying to report what I believed to be a health and safety issue. I was worried about my feet, had arranged a face-to-face GP appointment, and wanted to provide photographs so the company could review the matter. Instead of asking about my condition or explaining how such reports are assessed, I felt that the conversation focused only on the absence of an order number.

When I escalated the complaint, I hoped things would improve.

Instead, further mistakes occurred.

Despite correcting the company, I was addressed by the wrong name multiple times, being called “Barbara” instead of Andy by Essra and then Deniz who is warranty specialist After pointing out the mistake, it happened again. That left me questioning whether my correspondence was actually being read carefully and Deniz did not even bother reading previous conversation between me and Essra and he jumped in asking for something that was said in the first email that was not possible due to advise from doctor to minimise contamination and Essra replied how she understands the situation, only later Deniz responding with same question that was answered in the first email and on top of that still addressing me by different name showing lack of caring in investigating even the emails properly if you fail to even address person’s name correctly after asking this several times showing that emails are not even read.

I had also explained more than once that my GP had advised me not to continue using the shoes because of concerns about reinfection and contamination. Despite this, I was later asked to send the shoes back, which made me feel that key parts of my emails had been overlooked.

By this stage, I had lost confidence that my complaint was being reviewed thoroughly. Repeated mistakes, incorrect personal details, and responses that appeared not to address important information gave me the impression that my evidence had not been carefully considered.

I understand that companies have policies and that proof of purchase is often required before providing a refund or replacement. My disappointment is not simply that I did not receive compensation. It is that I felt my concerns about a potential product issue, my medical treatment, and my individual circumstances were never given the careful consideration I expected from a premium brand.

For a company selling footwear at this price point, I expected professionalism, empathy, accurate communication, and a genuine investigation. Instead, I came away feeling dismissed, misunderstood, and without confidence that my complaint had been handled with the care it deserved.

Outside sources will be contacted very soon with full story on how neglectful 3 customer advisers are and how uncaring their company is when somebody’s health is affected to not even take time to read emails properly or respond with correct name.

Crap customer service, took 30 mins to get a live agent. Now online for over 25 minutes on hold, live agent shows typing... no response at all. Absolutely horrible, I have a cart filled with items and trying to use there first time user coupon which does not work.

Terrible customer support, i had ordered something for the value of £1700 and the parcels had some sort of thing happen to it. They are now ignoring me and i am not getting to the point! They have been investigating for over a week now, i get no clear answers.

I ordered online 7 times and one package that contained four pairs of shoes totaling value $696.81 was not received. I have all proofs that this package was not delivered to me and On did investigate and reclined it so they are basically saying I’m lying and being a dishonest customer and also told me to provide a more secure place to ship my package going forward. I live in a nice neighborhood and never lost a package. They said they did investigation but they actually only asked FedEx if this package was delivered. They didn’t care delivered to whom and if there was proof delivered to me. I’m very frustrated and angry that why as a consumer I needed to bear this loss. I will not buy shoes from here anymore and will tell my families and friends about this bad experience. I’ll post on my social media as well that this place is not an honorable place. They don’t trust their customers sadly. Also I will fight until I get my money back!

If I could have given less I would and I’m sorry now I didn’t check trust pilot first before ordering trainers. I ordered a pair of trainers which were unfortunately too small so I returned them which was the easy part the next part is where it gets difficult ON have confirmed they received the return and they will issue a refund in the next 7-14 business days which is the longest I’ve heard from any company and is ridiculous. I’m now day 7 into my return and still waiting. These timescales are unacceptable in today’s world and as such I will not and would not recommend this company. I expected better from such a company but clearly the bigger you get customer satisfaction is the first to suffer over share holders.

They said they shipped the shoes the next day, but it's been over a week and I still haven't received them. Customer support keeps giving me the same response every time. I don't trust them anymore - it feels like a scam. I wouldn't recommend ordering from their website! Don't waste your time and money.

Very disappointing customer service experience from On Running.

I purchased a pair of On Cloud running shoes expecting the quality and customer support associated with a premium brand. Unfortunately, the shoes developed a fault that I believe should be covered under warranty. I submitted my warranty claim on 6 July 2026 and followed up again on 19 July 2026, but I have still not received a proper response or resolution.

I also tried contacting customer support through the live chat service, but nobody was willing to help. The chats were repeatedly ended without my issue being resolved, which was extremely frustrating and disappointing.

For a company that promotes high-quality products and customer care, I expected a much better level of service and communication. A genuine warranty issue should be handled promptly and professionally.

I hope On Running reviews its customer support process and provides a better experience for customers who need assistance.