ON Reviews 

I would not recommend purchasing trainers from this online store. In my experience, the prices are higher than those offered elsewhere, and the refund process has been extremely slow. Although the company has confirmed that they received the returned trainers, I am still waiting for my refund.

I strongly recommend buying from another retailer.

Someone created an account using my email address and verified it by exploiting a bug on your website. My email account has not been compromised.

A while ago, someone placed an order for five pairs of shoes using that account. I contacted support, and it seemed that my account had been disabled. However, that clearly didn't solve the issue.

Now, two months later, I've just received another five order confirmation emails made with my email address. I have never created an account on your website, and this issue is still happening.

This is completely unacceptable. Please investigate this immediately, remove my email address from any unauthorized account, and make sure this cannot happen again.

I gave 2 stars instead of 1 only because I received my refund quickly.
After waiting for two weeks, I contacted the store and was told they had fulfilled their obligations by handing my order over to the courier. They even offered a refund to avoid further delays.
However, when I contacted the shipping company, they confirmed that the store had never handed my package over for delivery. In other words, the store was not honest with me.
Nearly three weeks were completely wasted because of misleading information. I appreciate the fast refund, but I cannot recommend a store that misleads its customers.

Ordered a pair of On shoes and was excited for them to arrive — but one shoe had visible stains right out of the box. Clear quality control failure before it even shipped.

Worse, trying to get help has been a dead end. Their support system is fully automated, and I haven’t received a single human response despite reaching out. No phone line I could find either, which makes resolving something this simple far more frustrating than it needs to be.

I still like the brand’s shoes when they arrive in good condition, but this experience with support has been genuinely disappointing. If you’re ordering, inspect your shoes closely on arrival — and don’t expect quick help if something’s wrong

I bought a pair of trainers, then another because I preferred that color. They fell apart much quicker than other trainers i had. The back behind the heel wore out. I got a hole on the upper. The rubber sole disintegrated.

The first pair I had not used for 6 months. When I went to use them the sole had hardened and they were unusable. They were super slippy.

Be aware that the holes in the trainers are not practical for running on wet mud. The mud enters and creates suction with the ground. Also if you tread in dog mess it will spread all the way through the holes.

I won't be buying ON trainers again.

A month after purchasing my first pair of running shoes from "ON", I realized how the shoes were literally falling apart. Then, just to figure out how to contact customer service is another hassle. The one email they sent me regarding my purchase was so vague and had no information on customer service or even the payment type. But I did receive plenty of follow up emails for new purchases and they don't stop coming. After digging through the internet and discover the only way to contact customer service is through email, I followed their steps of all 8 photos they requested and explained that after using these shoes for only a month, they haven't held up. They sent me a response which says, " the warranty doesn't cover issues with shoe sizes". Yes, that really sounds like they even read the email, or just have no interest in caring is more like it. So the follow up email was again very clear, stating that is has nothing to do with size, just the quality of the shoe. Yes, they sent a follow up email stating a bunch of random reasons when the warranty won't cover. Absolutely dissatisfied and I can see many people have had the same issues.... They need a classic action suit cause that's the only way these companies learn..

Absolutely dreadful company. I first purchased a pair of trousers and one leg was 1.5 cms shorter than the other. I passed a lot of evidence to their customer support team, and it took a long time to get a positive response. I then made a mistake of ordering On Cloud shoes to take away with me for walking on holiday. Unfortunately, the shoes were uncomfortable and even though I ordered a half a size larger, they were still too small. I then returned the shoes straight away on the 10/7/2026 through the Post Office and it was delivered to the PO final distribution depot on the 11/7/2026. Then came even more isues with their customer support team. After 5 days I did not have a response concerning the status of the return. I then contacted their customer support on 15/7/2026 via chat. I explained that I was going on holiday on the 27/7/2026 and needed the replacement shoes for this. I also found out that the returned shoes had been lost at the depot. The On customer service reptesentative said that he would look after this himself and escalate it as high priority to the relevant team and they will sort it out straight away. After 11 days, sending 7 emails and further discussions with two more customer service reps on chat, I am no further forward. The 2 customer service reps today promised the same as the first 6 days ago, for a return that has been confirmed as lost. It looks as if I will have to spend more money at a shop to get a pair of walking shoes for my holiday, which certainly will not be a pair from On.

I bought a pair of OnCloud shoes, and within two weeks they started squeaking so badly that I couldn't wear them anymore. Every single step sounded like I was walking on a rubber duck. Both shoes squeaked constantly.

When I contacted customer service, trying to file a warranty claim turned into a frustrating process. They made it far more difficult than it should have been, and I never got a satisfactory resolution.

I paid $180 for these shoes, and now they're completely unusable because of the constant squeaking. For a brand at this price point, I expected much better quality and customer support. In my experience, the quality of these shoes was disappointing, and I won't be purchasing them again.

I didn’t check the horrible reviews that in had before purchasing otherwise I wouldn’t have order. All of the above is true. Horrible customer support. I never got my shoes, they delivered to someone non authorized without the security pin and lost my shoes. When I reported they refused to solve the issue. So I lost the shoes and 200€. DO NOT BUY ON

The shoes are excellent and I highly recommend them. Unfortunately I can’t say the same about the store at Battersea Power Station. We were served by a shop assistant who seemed more concerned about taking the shoes back than helping us find the right pair. Every time we tried on a model or wanted to compare different options, she would quickly take the shoes away before we had time to think or try another pair. We were planning to buy more than one pair, so we wanted to compare several models, but the experience felt rushed throughout.
The selection in the store was also disappointing, with many models and sizes out of stock.
What was even more frustrating was that the fitting shoe provided for trying on the model was heavily worn. We couldn’t understand why one size down was too small while the next size up felt too wide. When we mentioned this, the shop assistant explained that the fitting shoe was worn because it was the one everyone tries on. That defeats the purpose of trying on shoes as a worn fitting shoe won’t accurately represent how a new pair will fit. The product itself is fantastic, but the in-store experience was disappointing and needs significant improvement.

Bought a pair of tennis shoes on 6th of July. Really happy with the product. Wore them once and noticed the front of the shoes are showing signs of cracking. Not expected for what I paid for them and for the quality stated. So as they were at the time only a few days old I contacted them under warranty. Sent pictures of the cracking. Around 10 photos in total. Email back to say “this isn’t under warranty as the cracking isn’t severe enough if it gets more severe to contact them, but in the meantime here is a 20% discount code”

So they acknowledge they are cracking but apparently it’s not severe enough? 🤣🤣🤣 chancers. Have logged a claim with my credit card company under S75

If I could score less than one, I would have. Terrible customer service. My order was delayed with pretty much a "too bad, so sad" message, then I received something of lesser value that I didn't even order. Impossible to try and get my actual order sent out to me...which I have still not received.

Atrocious shopping experience.
I bought few pairs of shoes directly from On, but I wasn’t happy with either the sizing or the quality, especially considering the premium price. I returned the shoes following their instructions, and that’s when the real frustration began.
After more than 15 emails, providing proof of postage, and having my return acknowledged and accepted, I was told that my refund would be issued. Five weeks later, I am still waiting.
This is by far the worst shopping and customer service experience I have had. It is particularly surprising from a company that claims to uphold such high standards.
Based on my experience, I would not recommend buying directly from On. The handling of my return and refund has fallen well below the level of customer service I would expect from a premium brand.

I have been waiting for more than two weeks for my order to ship. I have contacted customer service twice, and both experiences were terrible. Not once did anyone apologize for the delay or acknowledge the inconvenience. Instead, I was told that if I needed the shoes, I should go to a store and buy them there. That is not a solution. If I wanted to go to a store, I would not have placed an online order in the first place.

I have already requested that my order be canceled. ON say it is no possible. I no longer want to wait for it, and after this experience, I will not be purchasing from your company again. The complete lack of urgency, accountability, and basic customer service has been incredibly frustrating. I will also be sharing my experience with friends and family.

All I am left with is that I wait for updates on my order.

Hi,

I'm reaching out again regarding my return for order ECOM4745101. ( ON548108908700 )

I returned the package using FedEx, and according to the tracking information (797747939688), it was successfully delivered to your facility. Before shipping it, I carefully packed the shoes in the box and included everything that originally came with the order.

I'm sincerely asking if you could please review my case one more time. I honestly returned the order, and it's very upsetting to be left without both the shoes and my money. I never expected to find myself in this situation, and I'm simply hoping for a fair resolution.

If there's any additional information or evidence you need from me, please let me know. I'll do everything I can to provide it. If you need me to contact FedEx, obtain shipping records, or provide any other documentation, I'll gladly do so.

I would also greatly appreciate it if you could verify the return through your receiving records or with FedEx if possible. Since the tracking confirms that the package was delivered to your facility, I'm hoping the return can be located or my case can be reviewed again.

I'm sincerely asking for your understanding and your help. Right now, I've lost both the shoes I returned and the money I paid for them, and it's been very difficult for me. I truly hope you'll be able to take another look at my case and help me reach a fair resolution.

Thank you very much for your time, understanding, and support. I genuinely appreciate your help and look forward to hearing from you.

Terrible. STAY AWAY they are robbing and scamming your money with low-quality shoes that they promise will provide comfort, but all they actually are is painful shoes that will hurt you, and their sizes are wrong. I ordered uk size 7 like any other shoe in my life, and they fitted so tiny, hurting my toes. Also, they were very narrow, and the arch of my foot and the foot sole hurt too. Very uncomfortable shoes. The moment they arrived, you could still see the letters printed in the shoes with plastic imperfections and markings, etc., also like they gave me a store sample. Also, it took a long time to receive them— more than a week— and when I sent them back for an exchange, they told me 7–14 days for an exchange, but two weeks later, as of today since I sent them, they told me a minimum of 14 business days just for them to check into the warehouse and then probably another month for you to get them; in the meantime, they are holding your 180£ (194.23 CHF) and shoes that you don't have. You complain and you want a refund, and they cancel the customer service assistant on the phone before letting you know; even the refund takes 7–14 days. You want to speak to a manager— you are not allowed—and they will get back in contact with you by email. I find this whole experience disturbing, especially in a world that nowadays does not take two months to receive shoes, clothes, etc., but a maximum of a few days. In the meantime, I feel robbed of my time and money.

i put an order for a pair os on SHoes for my son .. FOr some reason i put the wrong address . ( wrong digit ) . I tried to call them 2 mins later and was told they couldnt do anything as the order was from the UK .... THats totally unnacceptable ....On every single website in the world if you mistape a delivery address you can correct it ...not on their website .....

Three orders of On products went missing via the Royal Mail Jubilee Mail Centre in London and On just shrugs and says well, we can’t be responsible for our delivery partners rather than doing something about it. Perhaps like other companies they should reconsider their branding being prominently posted across their boxes so they don’t get “lost”…

Save time, order their shoes from another online retailer if they are available as they will take responsibility.

On will refund your purchase but the whole point of ordering online should be quick and simple which with On it is clearly not.

I like the shoes very much and have ordered in the past with no issues. This occasion however….not so good. I have been waiting over a week for confirmation they have shipped my goods, which i need in time for a holiday. You can’t actually get customer service help - its a chatbot which is of no use whatsoever (but which you still have to deal with) which then hands over to a human agent which, if anything, is actually worse than the chatbot. I think i have been through the process of asking for a refund or a shipping date 4 times now, to no avail. It would be funny how awful the service is, were it not so frustrating. My order number (i now know if off by heart as the chatbot demands it, as does the human agent who joins the chat thread where you already told it to the chatbot) is ON267709296322. I think they lost a customer this time - life is too short!

Terrible quality product with even worse customer servivce. Two pairs of shoes in the same year that the elastic laces snapped within a month or two of everyday casual use. On the second pair, I submitted a warranty claim online and was told laces aren't part of the warranty. Typical BS of a Swiss company that treats its customers like suckers.