ON Reviews 

Someone stole my banking information and used it to buy a ugly ass pair of shoes for $184 . Took me 2 TWO days to get a number to call them - since the email and website looked like a scam page- when I finally reached them they said oh well just dispute it with your bank. Sorry customer service!!!!!

They never managed to ship my order in its entirity! Customer service agents have been a complete waste of time, too! I'm returning the entire order out of principal.

I won't comment on the product quality, but I would give 0/10 for customer service, returns, and refund experience. I returned a pair of shoes (order number:ON041179995503; they emailed to confirm that the shoes were received on 19th June. Yet I am still waiting for my refund. Unable to reach or call their custoemr service and the website says it may take upto 14 days for the refunds to be processed and upto another 5 days for the amount to be credited to our bank. This is cheating when other companies processing instan refunds, why cant you?

I had a very disappointing experience. My order for a pair of trainers was cancelled due to what I was told was a system discrepancy, despite the issue being entirely on the retailer’s side.

To resolve the situation, I was offered a 20% goodwill discount. Unfortunately, because the price of the trainers had increased since I placed my original order, the discount still meant I would have to pay more than the price I had originally agreed to. I don’t think customers should be left out of pocket because of a retailer’s internal error.

Initially, I was also told there was little point in raising a complaint because I would receive the same outcome. Only after I challenged this was my case escalated for review.

Mistakes can happen, but what matters is how they’re handled. In this case, I was left frustrated and disappointed with the customer service and the proposed resolution. I hope the company reviews its approach to resolving issues caused by its own systems.

Do not buy online!!!! Waited 10 days for them to cancel my order. Customer service literally copy and paste and could not do anything and had no idea where my shoes were. They literally didn’t ship them and couldn’t answer why they hadn’t been shipped. Didn’t follow up either had to chase. Just buy in store

I do hope the shoes are all they are made out to be as at these prices given terrible (read "no") customer service with no chat agents available, no email as promised by the silly bot and a website that can't handle UK addresses with house names, no number. And "Express" delivery that takes 7 days...

Useless company has now passed the 72hr window for posting my trainers.

Still showing as processing. NOT GOOD ENOUGH.

Roger Federer is a major shareholder in this company..wonder if he reads the hundreds of reviews from disappointed customers....no he wont because hes too busy counting his money.

Apparent that no one from this crap company reads the review but ill just keep adding to the pile of negative ones anyway.

GET MY ORDER POSTED!

I purchased a physical gift card, which was unfortunately lost. I contacted both customer service and the store directly to request a replacement. This should be a very simple issue to resolve: you have the gift card number, you can clearly see that the card has not been used, and all that needs to happen is for the existing card to be cancelled and a new one issued for the same amount.

Instead, I was shocked to be told that you refuse to help.

This is completely unacceptable. For a brand that presents itself as a luxury, customer-focused company, this level of service is disgraceful. The experience has been frustrating, unreasonable, and deeply disappointing.

Frankly, this is terrible customer service and an extremely poor user experience. I expected far better from a company of your reputation.

Awful customer service! Avoid the brand coimpletely, they do not deserve your hard earned cash.

My experience I’ve bought 2 pairs of trainers, last year and this year. I thought I got lucky the first time after reading reviews (after the purchase). All was fine. This year I took a chance again and honestly, I couldn’t fault it.
Trainers are lovely and they came the next day.
Thankfully I’ve not had to return so I haven’t had experience with that to know how things would be handled 🙏🏼
As for delivery and products, 10 out of 10 for me 🙏🏼

Great products, horrible customer service. Purchase one pair of shoes and a package of socks. After receiving three individual socks (opened package) instead of two pairs. I reach out for assistance. Both phone and email conversations were none productive. I was repeatedly told that I was only to receive one pair of socks, and that me receiving one extra (individual sock) was a bonus. I provided videos and pictures with the online description on their website. That clearly stated two pairs. Customer services appears to be outsourced, and very difficult to get help.

DO NOT BUY FROM THIS COMPANY !! Shocking customer service .. waiting for a refund and just can’t get one inspite of the fact they have had it 2 weeks now .. wish I had read the reviews before ordering …. scammers

I purchased a pair of On trainers which developed the widely reported squeaking issue that many customers appear to have experienced. When I contacted On about what I believe to be a manufacturing defect, I expected the brand to stand behind its product and handle the claim directly.

Instead, I was told that I had to pursue the matter through the retailer, ASOS. This immediately shifted responsibility away from the manufacturer and onto a third party, despite the issue appearing to be a known product defect.

The process that followed was extremely frustrating. My claim was rejected on the basis that the shoes had been worn and were outside the retailer’s return window—despite the fact that a manufacturing defect can only become apparent through normal use. The retailer then returned the trainers to an address I had not lived at for over seven years, leaving me without the product and without a resolution.

While ASOS’s handling of the claim has been poor, the root cause of my dissatisfaction is that On chose not to take ownership of a defect in its own product and instead directed me into a lengthy and frustrating dispute with the retailer. For a premium brand with a reputation for quality, I expected far better customer support and accountability.

The product may be innovative, but when something goes wrong, the after-sales support has been deeply disappointing.

On my On lines order arrival my men's size 12 had been replaced by a woman's size 8, complete different style and colour.
I printed a return and posted the item back to them with Royal Mail.
After receiving no further communication for 7 days for a 48hr delivery tracked service via Royal Mail I used their tracker that stated they had not delivered the item due to a request from On.com to deliver a different day.
I then chased On.com who informed me my return had been lost and my information had been past on for investigation and I would have to continue to wait for a refund until they get back to me.

Totally useless

Ordered goods in early May 2026. Goods never received, tracker has expired. Absolutely no replies to the many emails sent to the oncompany shop email address.
DO NOT USE THIS ORGANISATION?

this is the worst customer service department I have ever had to deal with, Mohamed has continually refused to refund me for an item which is showing as received, the Royal Mail tracked shows it was delivered and I am still waiting for my money. Please be very careful of this company

I decided to try out some sneakers from on
ordered a few pairs of sneakers and some caps for my family, but we didn’t like any of them, so I returned them. In the end, I can’t get my money back; customer support refused to help. Now, as I’m writing this, they’re closing their chat support and not responding to emails, so the problem remains unresolved.
Where is my money???

I am extremely disappointed with my experience purchasing from On.

After placing my order, the estimated delivery date was changed without any proper explanation. When I tried to resolve the issue, I was told that I could not simply return or cancel the shipment and that I needed to deal directly with the shipping company.

Unfortunately, both On and the shipping company kept shifting responsibility to one another instead of providing a clear solution. As a customer, I was left stuck in the middle with no real assistance.

This has been one of the worst online shopping and customer service experiences I have ever had. I expected much better communication, accountability, and support from a premium brand.

I would appreciate it if someone from the customer support team could review my case and contact me directly to help resolve this issue.

Für mich die bequemsten Schuhe die ich bis jetzt hatte. Vorallem sind die schuhe vorne breit geschnitten so, dass die Finger nicht so sehr zusammengedrückt werden. Kann ich nur empfehlen.

Really poor service. Trainers returned, their website tracking shows as "lost in transit". Cannot get a refund though. Customer service read scripts but can't do anything. I would have purchase another pair in a size up, but won't now... I just want my money back.