ON Reviews 

Incumplimiento de reembolso y retención de fondos (Más de 30 días)
Pongo en alerta a futuros compradores sobre la gestión de devoluciones de esta empresa. Tras realizar una compra online y completar el proceso de devolución siguiendo todas sus instrucciones, la empresa confirmó la recepción del calzado hace más de un mes.
A pesar de que su política estipula un reembolso en un plazo de 14 días hábiles, el dinero sigue sin ser devuelto. Hemos intentado contactar con el servicio de atención al cliente y la respuesta es la evasión total.
Cuento con toda la evidencia documental de la entrega del producto y los correos de confirmación de la empresa. Es inaceptable que una marca de este perfil retenga el capital del cliente de manera indefinida tras haber recuperado su mercancía.
Exijo la devolución inmediata de los fondos antes de elevar este caso a una disputa bancaria por servicios no reembolsados y presentar la queja formal ante los organismos de protección al consumidor competentes.
Número de pedido: ON747065551810

I bought a Cloud 6 and 4, earlier a third pair. Got really sucked in by the hype - the design is fabulous. I made sure the shoes were suitable for walking as described on the website. I developed persistent and very painful heal problems. Since I’ve got Norda shoes (recommended by a podiatrist), the issue has disappeared. Also, ons are not durable. I live in a tropical climate, walk one to two hours daily usually. The soles erode extremely quickly. They don’t even last 6 months. Chunks of the back sole broke off. Unfortunately, they really are not fit for purpose.

I bought my first pair on sale, only had to pay 99€ instead of waaayy too much.
Then, a couple of days later, the On bot (!!) wrote to me, that there was a mishap in the warehouse and that my shoes no longer existed - and I got a TINY 10% voucher. Weeelll, such as coincidences happen, all the cheaper shoes are gone now and they start at 140€+. A damn 10% doesn't do anything there.

My advice: next time, ditch some customer you already have and help the new customer! That's how you get them to keep coming! NO WAY I'm going to order there again now!

As a family, we have had a number of pairs of On shoes.

The quality has been very good and are among the most comfortable sportsshoes we've had.

The service on purchases and returns have been very speedy.

From order to delivery took only days.

For returns, the refunds onto my credit card were also very rapid, constantly updated on the process.

From these experiences, we wouldn't consider buying any other brand.

faulty trainers then being told to fill a claim form in to being told my claim was not excepted because there was more than one claim which is wrong as you now no
the first review you said someone would look into this an be investigated but again no reply
just a bad company with loads of bad reviews and people telling you there going to help or look into this and nothing
am so annoyed

The Cloud 6 sneakers (and likely any sneaker this company makes that has the same bottom sole design) are a nightmare.

From a comfort perspective, they feel like sneakers. Maybe a little narrow, but I like that in a running shoe.

From a performance perspective, these are the WORST sneakers ever. Loud squeaking developed within the first month of wear, and the Internet is full of solutions from users who make solutions and pastes and attempt to clean out the little spaces in the bottom of the shoes. Who has time for all that? I've never had sneakers that required maintenance to ensure they don't make embarrassing noises! Furthermore, the "cloud" sole is constructed in a way that these sneakers CONSTANTLY pick up and hold onto small stones. If you live in an area with gravel or any pebbles on the roads, these sneakers will pick them up. This major design flaw will drive you nuts (and ruin your floors).

I've had these sneakers for less than 10 months and I can't wait to replace them.

Finally - take note that there are no reviews on the on.com website. And I believe there's now a class-action lawsuit against the company for failing to address these known design issues reported frequently by customers. Buyer definitely beware!

Ich liebe eigentlich die Schuhe von on! Eigentlich….aber die Qualität des Produkts ist sehr fragwürdig. Zum zweiten Mal ist oben an der Stelle wo sich der große Zehenagel befindet, das Gewebe zerstört. Würde man die Kunststoffkappe über den vorderen Teil des Schuhs nur um ca. 5mm verlängern gebe es ein solches Problem nicht. Schade, dann werde ich mich auf die Suche nach anderen bequemen und leichten Schuhen machen müssen.

“Ordered shoes from @on_running, waited 2 weeks, then told they’re out of stock only after I contacted them. Very disappointing service.”

Extremely poor service. I placed my order on March 15, 2026, and it has been stuck in “preparing” for days with no shipping date. Customer support provides no real answers, just copy-paste responses. This is very frustrating and unprofessional. I would not recommend ordering from this company.

Poor experience with On Running (On Cloud shoes / on.com), specifically their returns and refund process.

A returned order was confirmed as received by their warehouse, but the refund was not processed within their stated 7 to 14 business day timeframe.

Customer service responses were polite but repetitive and did not provide a clear refund date. Multiple follow ups were needed with no clear progress.

In the end, a bank dispute was required to recover the funds.

If you are buying from On Running or On Cloud shoes via on.com, be aware that the refund process may be slow and unclear if something goes wrong.

Purchased a pair of UK Size 9 pale blue On Running trainers for £110. Parcel arrived containing a UK Size 6 in white. Suggests to me that there is no QA process in place before items are sent out for delivery. I’ve now got to go through the inconvenience of returning the item and to wait between 7-14 days for a refund. First time shopping with this company and will be the last time.

Ordered shoes worth €400, didnt get an invoice nor a tracking ID. Support refused to help, told me to call the postal office (without a tracking id mind you). Pure incompetence and borderline fraud. Escalated my issue to PayPal and will request a refund on their side. Don't order.

The premium price tag does not reflect a premium product. I've only had my trainers for 5 months and already the fabric on the heel has completely worm away to reveal the hard plastic inner which now causes blisters and sore patches, so I have to wear plasters. They've developed a really loud squeaking noise when out walking!!?!? Soles have worn to a point that make them feel far older than 5 month so durability is poor. Won't buy again.

Genuinely a terrible terrible company.

The first pair of shoes I bought had to be returned as they squeaked. On wouldn't refund me and sent a gift card instead. I order a new pair and they send me the wrong shoe and size!!

I contacted them on Thursday-within 15 minutes of it being delivered-to make them aware of it and that I was going on holiday Tuesday (tomorrow) and need the shoes for my daily run. I was informed by colleague Myrl that if I return the shoes on Thursday that she would contact the exchanges team and ask them to send the correct shoes out as soon as the returns label is active. I rushed out at lunch to the Post Office. Its now 3pm Monday and I've still not received an update. Disgusting customer service, wish I had had bought Hoka's or Asics like I planned on.

Shoes broke after 2–3 uses – customer service refuses to help

Very disappointing experience with both the product quality and the customer service.

I received a pair of On running shoes as a gift. The shoes are practically new and have only been worn 2–3 times. After this extremely limited use, the lace eyelet broke, making the shoes unusable. The condition of the shoes clearly shows that this is not normal wear and tear but a product defect.

I contacted customer service and provided photos showing that the shoes are still in almost new condition. However, because I do not have the original receipt (the shoes were a gift and paid in cash), they refuse to even evaluate the defect or offer any form of solution.

Instead of addressing the obvious quality issue, customer service keeps repeating their internal policy about proof of purchase. While I understand that a receipt is normally required for warranty claims, completely ignoring a clear defect after only a few uses is very disappointing and not what I expected from a premium brand.

What made the experience worse is that the responses felt very scripted and focused only on policy, rather than trying to help resolve the issue.

For a brand that markets itself as high-quality running gear, I expected much better product durability and customer support.

Unfortunately, this experience has left me very disappointed with On, both in terms of product quality and how they treat customers when something goes wrong.

I would be happy to update this review if the company provides a fair solution.

I placed 4 days ago an order and saw that it was still in proces. when i finally connected with support , it came out it was not in stock. No one informed me about this. Then i asked to sent another color and they told me wait for the email. when i received the email they said within 10 businessdays you receive refund. then i receive email to sent the goods back ??? When i contacted again they just deleted the conversation. this is very very bad service.

Bought a pair of on cloud trainers. The top lace eye has torn away after only wearing the runners 30 times socially, not even running.
The quality of the product is extremely poor and the warranty is worthless.
Tried to process a warranty claim and "On Happiness" refuse to entertain it.
Disgusting company to deal with.

You better get right on the first time. Else, you’ll have the worst experience working with their customer service.

I ordered a pair of shoes from oncloud. After several days, I got a notification that they were delivered today. What I found was an empty box delivered to me from oncloud return center. I didn’t get to talk to a human… But a supposedly live chat. I explained the issue and the canned answer was they would reach out to FedEx to see if they were stolen or delivered to the wrong place. I told the “human “texter that it wasn’t a delivery problem. It was a somebody sent me an empty box from the return center problem. I went from a feeling of anticipation, trying my new running shoes out to extreme disappointment to see that this simple mistake is going to be drawn out. Who knows how long but at least they got their money.

The SQEAKING! - have tried multiple types of ON trainers all with the same eventual outcome. The company refused to acknowledge and instead bury their heads in poor service and product. DO NOT BUY. AVOID.