ON Reviews 

Love their shoes, and have bought them on amazon without any issues, but on my purchases directly with On.com, it has been hit and miss. The misses are very bad. I get charged immediately for my order but a week later the status still shows processing and the chat support is both clueless and unable to help or even cancel the order. Terrible system, which they say is caused by too much business…

Super bequem, aber sehr schlechte Qualität schon das dritte Paar was nicht länger als sechs Monate hält Löcher im vorderen Bereich kleiner Zeh und großer Zeh. dafür sind sie zu teuer.Schade

I ordered a pair of shoes. Upon delivery, I realized I needed a bigger size. I submitted for refund, which takes forever. I am moving out of the country soon, so I cancelled my credit card and my lease is ending so won’t have access to the delivery address. They didn’t help at all either with changing the address, expediting, nor refunding. Such a shame.

Dreadful customer service from the so called Happiness Delivery Representatives at On. They will tell you to contact their delivery partners for updates, despite packages having not been collected from On! Falsely advertised delivery times, still awaiting a refund or update on my order - don’t make the mistake I did - buy elsewhere!

Lack of availability of in-store customer service for faulty shoes. I bought Cloud 6, SHF and after 3 months of light wear, absolutely no running, the fabric at both toes has a hole. There is no in-store return available at their flagship store in London. I had travel to the store for a copy of the receipt so that I could submit claim online. The On online customer service is nil, emails take days for a robot to answer..... Unlike other premium shoe companies there is no speedy remedial service. Would not recommend buying from them again as no after care for what is supposed to be premium shoes. Have had better experience with major competitor.

This company 'oncompany", is an out & out scam Do not order anything, it is closed but the Web site is open & takes your money. It is not a UK company it is a fraudulent site from China. As are most things on Facebook. Inform your family & friends about this business & do not let anyone else lose money.

I have a pair of On trainers I really like so ordered another pair. Very speedy delivery however I was sent the wrong colour shoes. I contacted customer service (are they real or bots?) and despite them saying they would contact me I heard nothing. With stock saying only 2 left I decided to reorder and send back the wrong ones for a refund. Again very speedy delivery but this time completely the wrong style was sent. Again more time chatting with a “Happiness Consultant” who wished me a wonderful day and cut off the conversation. Again these have gone back for a refund. Wish I’d read reviews - now worried I won’t get refunds for the two wrongly sent shoes. Dreadful customer service.

Ein rasanter Service , super schnelle Lieferung!
Ich bin begeistert! Tolle Qualität und trendige Schnitte !
Einfach zum Wohlfühlen, einfach On !🫠

I am extremely disappointed with On’s customer service.

I placed my order on 20 May and was given an estimated delivery date of 29 May. Today is 2 June, and only after contacting customer service did I learn that the parcel has had no movement with the courier since 20 May.

I needed these shoes for a trip starting tomorrow afternoon. Instead of proactively informing me or offering an urgent replacement, On only offered a refund after almost two weeks of waiting.

This is very unprofessional and a deeply disappointing customer experience from a premium brand.

Initial product delivery was excellent however return process is shambolic. Now 3 weeks since return and no refund processed despite complaints to customer service.
The company hides behind its 14 business day policy but is quick enough when sales are concerned.
A brand leader is completely let down by its return process and I would avoid at all costs.

I will start by saying the shoes (On Cloudtilt) are very comfortable but the reason for this review is the terrible customer service from On regarding faulty shoes.
After 2 months of normal everyday wear, both shoes have developed a squeak. I contacted customer services and they will not do anything without proof of purchase, for which they will only accept a receipt. This I do not have but I do have a credit card statement showing date, store and amount spent, along with the stores reward app showing the date, amount spent and exact item purchased.
The fact On will not accept this baffles me as it shows the exact information that would be on a receipt. I am now stuck with a £130 pair of trainers I can no longer wear.

Ich habe noch nie einen so furchtbaren Service erlebt. Ich habe die Ware zurückgeschickt – Turnschuhe für 170 € –, der Shop hat sie erhalten, woraufhin eine „Untersuchung“ über eine Woche lang andauerte. Ich habe ständig Kontakt aufgenommen, auf Antworten gewartet, meine Zeit und meine Nerven verschwendet. Und nach all dem haben sie mir einfach geschrieben, dass sie mir das Geld nicht zurückerstatten würden, weil ich angeblich „zu oft den Kundendienst kontaktiert“ hätte. Ist das überhaupt normal? Das heißt, ich bin nun ohne Turnschuhe und ohne Geld dastehen. Das Schlimmste daran ist, dass ich die Ware tatsächlich zurückgeschickt habe, das Unternehmen sich aber so verhält, als wäre der Kunde schuld daran, dass er sein rechtmäßiges Geld zurückhaben möchte. Der Kundendienst hilft überhaupt nicht, die Antworten sind vorgefertigt und ungerecht. Für ein so großes Unternehmen ist das einfach eine Schande. Man hat den Eindruck, dass sie nach jedem möglichen Grund suchen, um keine Rückerstattung zu leisten. Ich empfehle niemandem, hier etwas zu kaufen, denn im Falle eines Problems könnt ihr einfach euer Geld verlieren.

I never received my order. I contacted the store immediately to report the issue, but their support team has been ignoring my messages for over a week now. Zero help and no explanation. I strongly advise against buying from them.

I would strongly caution others before ordering directly from On Running.

I ordered two pairs of shoes but instead received a package containing completely unrelated items (men’s shorts and socks). Despite this, my order is marked as “delivered,” and I have been charged in full for goods I have not received.

What is most concerning is the complete lack of customer support. I have spent days attempting to resolve this through the chatbot, repeatedly requesting contact from a human, and have received no response. There appears to be no accessible way to contact the company directly.

As a customer in New Zealand, I expect goods to match their description and be delivered as agreed. This has clearly not occurred.

I am requesting urgent contact from On Running to resolve this matter. If this is not addressed promptly, I will pursue a chargeback and consider lodging a formal complaint.

If you expect premium customer care from On Running, think again. I sent back three pairs of shoes at the same time. One pair was refunded, but two pairs of Cloudrunner 2 Waterproof shoes are still not refunded—despite On confirming they had the return over 3 weeks ago.
Their chat helpline is a total automated brush-off. It acknowledged the delay, promised a team would investigate, and said they'd email. Really angry as this is a substantial amount of money to withhold from a customer. Roger Federer’s brand needs to realize that sleek marketing means nothing if your actual operations and customer service are this appalling. I don't want automated excuses; I just want my money back!

Absolutely terrible customer service and a complete lack of responsibility. My order number is ON811886327884.

I ordered two pairs of shoes, but only one pair arrived. I contacted customer service immediately and was asked to send photos of the inner and outer packaging, including all shipping labels. I sent everything they requested straight away.
After that, I was completely ignored.
I sent multiple follow-up emails and received no reply at all. I called customer service, and one person pushed me to another department, while the other person sent me back to the original contact. Nobody helped me, nobody solved the issue, and nobody even bothered to respond properly.

I still do not have the missing shoes and I still have not received a refund. This situation has caused me a huge amount of stress and frustration. I used to order from this company regularly, but after this experience I will never buy from them again.

If you lose part of a customer’s order, the least you can do is communicate and take responsibility instead of ignoring them completely. Extremely disappointing experience

I absolutely love the on cloud trainers and walking boots, I suffer with exceptionally sensitive feet but have always been a believer in purchasing good quality sports wear having done sport at a very high level when I was very much younger so never wore trainers as a casual wear. Now at 60 and deciding to take some control back over my life after many years my son convinced me to invest in a pair of on cloud trainers, I was blown away to the extent my friend and I are going to walk the Pembrokeshire coastal path so I have invested in a pair of their walking boots. I have bought several cheap ones previously but can’t wear them due to excessive rubbing, I started wearing the on cloud to break them in no need they are amazing. Introduced my sister to on cloud who still plays hockey at international level and she has invested in a pair and is looking at getting another pair. I have hyper mobility in my ankles so a good pair of walking boots is important I can’t fault them nor their trainers. I would happily buy them over and over for the quality and comfort.

Delayed my order and no customer service to be reached out. Difficult to get the result . Stayed 1 hour on their website to be connected and after being place in the queue drop me out with the message saying no customer representative is available.
Awful experience

Extremely disappointed with my experience with On. I bought my fifth pair of On sneakers. However this pair was not comfortable, so requested a refund.
They denied the request as they stated the sneakers had ‘sign of wear’ :( I had already mentioned that I tried it a couple of times and it was within the return period!
Needless to say, I will never purchase another product from On.

Ordered direct and saw they were sending the wrong size. Got the order amended and now been over a month and still waiting for the shoes to be shipped.

Have asked for updates to get a response of, looking into it.

Suggested new pair is sent which they supposedly can’t do.

Asked to cancel the original order and send alternative and no response.

Horrendous customer experience