ON Reviews 

I ordered a pair of shoes from these people because they are very comfortable and they hadn't arrive within 2 weeks of me ordering when they were supposed to come on a Tracked 24 service. This was down to royal mail. When I reached out to their customer service they made all this promises that I would receive e-mails to conform the redelivery and all this nonsense. They talk rubbish to you 24/7. I even asked to speak to the manager and they assured me I would get an email. This never happened. If you ever want to order their shoes then steer well away from their website. It's an emmbarassment!

I had a little issue with a pair on trainers I brought from JD sports. I went back to JD sports and I was treated like garbage and told to go to the manufacturer which was oncloud.

I didnt really want to especially after terrible customer service I got from JD sports. However, I decided to give it ago.

I reached out to lady called Lorlyne who works in the customer service department. She walked me through the whole process and told me how to upload my photos and how to submit a claim. Unfortunately there was an issue on my device and it wouldnt let me complete the form. I thought I was going to have to miss out, but Lorlyne told me not to worry and to send her everything and she would submit the claim on my behalf which she did.

I dont think writing this review does it justice and is a true representation of the great service I received, but from now on all my future purchases won't be through a middle man store and will be ordered straight from oncloud.

Also worth noting that the trainers i got are incredible. I got the waterproof ones which I tested out and still cannot believe they dont let in any water their amazing.

I genuinely loved these. Comfortable, light, looked great. I want that on the record.

The entire lacing panel on this shoe — the piece the laces zigzag across, from the bottom eyelet to the top — is a single plastic part. Not fabric with reinforced eyelets. Not leather. Plastic. Every step you take, the laces grind against that plastic. After a few weeks of normal wear, my laces have visibly chewed grooves into the panel and the surrounding upper is starting to tear.

This is a >$150 shoe. They could have easily prevented this issue (its an issue for the consumer, not the company) without compromising on the performance of the shoe. But I believe that its absence is not an oversight, it's a choice. The shoe is structurally fine everywhere else; it's engineered to fail at the one point that ends its life.

If you're considering these: look at the lacing area in the product photos. Now imagine that worn for two months. That's what you're buying.

Three stars instead of one only because the rest of the shoe is genuinely amazing (and customer service was impeccable). I'm super sad about this. I worked hard to earn the money to pay for great shoes and I got amazing shoes with a time bomb for no reason.

HORRIFIC online ordering experience with ON. BTW, good luck contacting them if there’s an issue with your order. There are no email addresses to message because they are so convinced they can answer all of your questions about their messed up company on their FAQ page. Oh, and if you do get someone on the phone, they’re just trained to give you the runaround. I ordered a pair of shoes with expedited shipping because I was about to leave the country and was relying on receiving their product for official use on the job. The day after my order was placed either their system or someone from the ON Team changed my shipping address to an address that I used to live at without notifying me. I even have screenshots of the original order where I put the correct address in. So when I finally got someone on the phone foolishly thinking they’d help, they told me that they needed to initiate a week long investigation with the carrier to determine what happened. This was despite the fact that I could SIMPLY share evidence with them that their own incompetence sent my package to the wrong address. The customer service representative even admitted that this was an ongoing issue but couldn’t send me a new item, refund me for the time, or at the very least pay me back my expedited shipping. Instead, this joke of a company needs to run a week long investigation to figure out why they’re messed up. The next day I receive an email from the On Happiness Delivery Team that apologies that my package was lost and that it shows as delivered so they’ll have to follow up with FedEx and in the meantime I should check with my neighbors. There was absolutely no awareness or understanding of my issue relayed in the phone call that they sent my package to an old address across the country that I no longer occupy. So I responded explaining the situation again and there has been no response. There’s no other customer service email to contact because they’re so efficient and smart they clearly don’t need it. If you want their shoes avoid their website at all costs and go to a reputable company that sells them instead. If you do use their website just expect to receive nothing and be treated poorly or ignored by customer service.

Ho acquistato un paio di scarpe del mio numero ma, una volta ricevute, ho constatato che avrei avuto bisogno di un numero in più. Ho quindi richiesto tempestivamente la sostituzione.
A oggi, dopo oltre 10 giorni, il cambio non è stato ancora effettuato e, nonostante i miei ripetuti solleciti per conoscere lo stato della pratica, mi è stato semplicemente risposto di “avere pazienza”.
Preciso inoltre che il reso è stato effettuato seguendo la procedura da loro indicata e tramite il corriere da loro incaricato; la spedizione risulta regolarmente ritirata presso il punto di raccolta.

I had a terrible experience with this company.

I placed an order on their website and entered my home delivery address, but they sent the parcel to the address linked to my card instead. I noticed this immediately and contacted them right away.

They did not reply for a very long time, until the order had already arrived in another country and someone else collected it.

The situation was not resolved in any way. They promised to send me a refund form by email, but they never did anything.

In my opinion, this looks like a scam. I do not recommend dealing with this company.

I recently filed a customer complaint about 2 ON cloud sneakers 1 purchased 15 months ago and 1 purchased less than 12 months ago both from the same retail store.
Both had photos taken of the inside label on the tongue and where the tears on the sides were.
This leads me to believe that the quality of sneaker that first attracted me to ON no longer existed as there was no quality in either one.
I was informed that without a receipt there was nothing they could do, who keeps receipts assuming there would be no quality issue for that length of time.
After a few back-and-forth emails, I realized that I was wasting my time and no point in continuing my correspondence with ON, no receipt no possible recourse for a quality issue they are aware of I'm sure.
There is no shortage of sneaker brands in the market, so after so many years of being an ON sneaker buyer the pushed me back to the market place.

Do not order direct from this company. Twice I've made this mistake and I've had the same experience - no dispatch five days later- you speak to their customer service teams and they can't help and are rude. Do yourself a favour and order from a third party high street store that have a grasp of customer service

The companies website didnt pull my full address from PayPal, I raised this immediately and just asked them to add two words to the deliver label (my street name), however they refused, so despite the fact this hasnt been dispatched yet they are willingly/knowingly posting the item with half the address missing, knowing it won't reach me. Never experienced customer service like it! This was my first order and will be my last!

Do not buy from ON.
So upset. I have loved my trainers and walking boots that I have had for several years. I decided I needed an update and ordered 2 pairs of trainers, tennis skirt and socks. A delivery arrived containing tennis skirt and socks and I assumed shoes were coming soon. When they didn’t arrive after 10 days I checked delivery and apparently trainers were in original delivery - they were not. I have filled in missing items form and had response the "Happiness Team" to say items were delivered and although they don’t think I have behaved with any misconduct (?) there is nothing they will do. Despite numerous emails to ask for proof of items being sent by their fulfilment centre and queries regarding the size of box I received (not large enough to contain 2 pairs of trainers) I have received no response. I am £300 down and am not asking for a refund but to have the trainers I have paid for or at least proof that they were sent. This is appalling service and ON are not abiding by consumer laws. I truly can’t believe that a company can act with so little integrity. When I came on to Trustpilot in a last ditch attempt to get some response I was staggered by their poor reviews. So disappointing from a company who’s products I had been so happy with. I will go out of my way to make sure others don’t order from them in my role as someone who works in the health and fitness industry.

Arrived on time no issues with ordering. Hence 2 stars. Shoe quality is horrible. Ordered a wide fit running shoe in a half size bigger than my normal size barely fit me at all. Shoe is very hard and plastic like certainly would not like to run anywhere in these things. Cheap and nasty and for the price they charge a total rip off. I have returned these straight away. Hope I get my money back!!!!

I purchased a pair of On Running shoes expecting premium quality, but unfortunately my experience has been very disappointing.

After only 5–6 uses, I noticed a clear imbalance in the cushioning. The right shoe has noticeably softer cushioning on the heel (left corner area), which causes my foot to tilt inward while walking or running. This affects posture and makes the shoes uncomfortable and unsafe to wear.

This is not a “fit” issue — it’s a structural inconsistency between the two shoes. One shoe behaves differently than the other, which points to a manufacturing or material defect.

I submitted a warranty claim, but it was denied and labeled as a “fit-related” issue. Instead, I was offered a 20% discount, which is not an acceptable resolution for a product that is clearly defective and barely used.

For a brand positioned as premium, I expected better quality control and more accountability in handling customer concerns.

I would not recommend unless the company improves both product consistency and customer support response to legitimate defects.

Bought a pair of On shoes at El Corte Inglés and they broke in less than two months.

What followed was worse than the product itself.

I provided photos and reached out to On. They sent me to the retailer. I went in person to El Corte Inglés, only to be told they can’t reissue the receipt without the original purchaser present. At the same time, they made it clear this kind of issue should be handled directly by the brand.

So I’m stuck in a loop – brand sends me to retailer, retailer sends me back to brand – over a clearly defective product.

For a company that positions itself as premium, this is unacceptable. Premium isn’t just about design and pricing, it’s about taking responsibility when something fails. Instead, they hide behind rigid policies and leave the customer to deal with the consequences.

If you’re considering buying from On, just be aware: if something goes wrong, you may be on your own.

The reviews speak for themselves, very interesting they never reply to negative reviews. Tried to put a warranty claim, you have to jump through hoops, basically a receipt is not good enough, the customer service is probably the worst I’ve received, failed callbacks, staff do not understand English language properly, it is absolutely appalling, you have been warned, virtually zero after sales.

Poor quality. They wore out to quickly.

Refund processing speed upon return of item is really slow. 7-14 business days after receipt of the item back with ON, is really slow poorer than market practice when one would expect them to be better than market, just like their product quality. For a brand like theirs, ON should strive to execute refunds after receipt at the same speed as they process orders.

Worst service ever! I have send back the shorts and they are not sending back the right size, not giving back my money and not responding! I have proof that the return item was delivered to them. Worst customer service. Don’t buy on them.

I wanted to love these shoes. I really did. They look fantastic, they have the cushioning of a small cloud, and I switched from Hokas with high hopes. Two weeks later, those hopes were crushed beneath the weight of my own footsteps. Loudly. With every single step.
Yes, these shoes squeak. Not a subtle, occasional squeak. A full, theatrical, announcing-your-arrival-to-every-room squeak. Asphalt, concrete, cross country, it does not matter. The terrain changes, the squeaking does not. Apparently this is a known design feature where the foam rubs against itself in the sole. When I contacted On customer service and pointed this out, they informed me, with a straight face, that this is not a defect. I would like to invite whoever made that decision to wear these shoes into a quiet library and reconsider.
I threw them out.
But wait, there's more. The laces have apparently never heard of friction. They will untie themselves mid-run with the confidence of someone who has somewhere better to be. Double knot them or accept that you are stopping every half mile to retie your shoes like a kindergartener.
And finally, the mesh upper, that lovely thin material wrapping the outside of the shoe, has developed holes right where the shoe flexes at the toes. Right where you would expect a shoe to flex. Constantly. Because you are walking in them.
In summary: beautiful shoes that squeak like a dog toy, untie themselves on principle, and disintegrate under the radical conditions of regular use. Would not recommend. My Hokas never did any of this and I said what I said.

I kept fours pairs on trainers and returned three. One pair of shoes did not arrive, and proof was given with videos as delivery box could only fit two trainers. On are refusing to refund for trainers they have received back in stock (they have said they have received), and not refunding for items not received.

I have never come across anythig so bizarre.

They do not allow you to try on trainers and return, which is against distance selling laws.

I will be pursuing On legally.

Please do not but from them, as they are unscruplous, and never come across anyone not refunding items that have been received back in stock or items not arrived. I wouldnt mind but I bought four other pairs!!

Don’t buy them. Squeak really badly.

I’ve bought a few pairs, the style and fit is good. BUT THEY DEVELOP A LOUD ANNOYING SQUEAK. I’ve had three pairs all do this, purchases made over time. The fact that there are so many reviews with this problem over a long time means they could have designed it out.

Last straw is a new pair going into the bin as the squeak appeared after a few weeks, they are unwearable.

On Trainers ~ try harder. You must know about this design fault. I’ve had three pairs and over £350 on shoes that are not wearable. Most annoying it’s the newest pair that are the worst.

I have a couple of pairs left in different styles, dreading the point that they may start to squeak too.