ON Reviews 337

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.

Usual ploy - State next day delivery free as if its a major benefit included within the price.
Carrier states delivery. Moves times later and later in the day.....and then states "We missed you".
Nope. I was at the stated delivery address, you simply had no intention of next day delivery.
Shoes are great (8 pairs to date) - false delivery promise.
Tiring, very tiring.

I’ve placed an order which hasn’t been delivered. I’ve tried to contact the customer support and they refused to assist and completely ignored with the reason “multiple times same reason” is my first time ordering from them, shocking. I don’t recommend ordering from here you might end up in the same situation as me. I’ll report this to the bank as fraud and never ever use them again. Their rating on trustpilot says everything. 0 respect for customers.

J’ai acheté une paire de baskets sur le site on.com que je n’ai jamais reçu une vraie honte, j’ai contacté plusieurs fois le service client, ils ne veulent pas me rembourser site à fuir, je ne recommande pas du tout cette marque

Two pairs trainers bought online. Both too large even tho I bought previous pairs with no problem - same design same size 6 UK. ON emailed me saying refund would be to my credit card then sent me electronic card which I do not want as process of returns too complicated for me. Trying unsuccessfully since 20 February 2026. By the way customer service based in Philippines. Expect bad & dishonest service from them.

I returned a pair shoes on 19 January 2026 they were received at the warehouse on 26 January 2026, I have proof of delivery & also received an email confirming they were received and that I would receive a refund within 14 days. It's now the 2nd March 2026 and still have NOT received my refund! I have contacted customer service via email but all I got was an apology for the delay! I then called in and spoke with Annalyn she was extremely rude and not willing to help! I Want my money back On where is my refund!!?? I've had to raise a dispute via my bank.

Absolutely the worst customer service.. I requested an exchange of my On cloud shoes and there is no way to know when I will receive my new pair..
There is a chatbox which is totally unreliable..
Please do not buy On shoes.. you will be stuck with bad customer service

Bought a pair of trainers from On online been 10 days not arrived had a web chat said they have posted 2 days later I get a email saying trainers are lost I asked for a replacement didn’t hear anything back rang customer services to be told still looking into it..
Don’t understand why they can’t send me another pair..
Cust services just giving me the run around

I have ordered several pairs of shoes from On. Overall I'm satisfied with the website and the shoes I've ordered. Some have been trial and error. I'm not a fan of the Cloudmonster 2, but I do love the original Cloudmonsters and Eclipse. The Eclipse are my absolute favorite! As we know, products are always "improving". I will say I'm not a fan of the on Cloudsurfer Max which is the "improved" Eclipse. I have back and knee pain and the unprecedented support and softness of the Eclipse has been life changing. The Cloudsurfer Max has the support, but it's missing that spongy bouncy softness of the Eclipse. Why did you change a great thing!? Please bring these back

The worst, most useless customer service. Absolute joke - they don't read queries and send you in a goose chase. Puts me off buying On merchandise anymore after being a loyal customer for years. I will not be returning, plenty of other brands are overtaking and with this experience Im not interested in investing in their lazy, complacent attitude towards customers.

Absolute disgrace !
Firstly they get the address wrong so it goes somewhere else and was delivered on 5/02/2026
Still waiting for refund and trying to find out whom to contact as customer service would not put me through to a manager

Worst customer service I’ve experienced. Representatives did not address an issue with a On cancelled order. Never able to recoup refund of $100 and after 5 calls I found zero ability to talk to supervisor. Will never buy sneakers from this company again.

I ordered Cloud 6 and Cloud 5 Push 8th January 2026. I have wide feet and did not know which version would fit better. The Cloud 6 arrived first and fit perfectly. I love them. That was where the good news ended.

The Cloud 5 arrived a few days later. I knew I didn't want them so I returned them without even opening the box. I got a confirmation of receipt from On Team on 19th January.

After 14 days I had not received a refund so I contacted them and was told it is 14 BUSINESS days. Fine. So I waited a few more days but still had no refund.

I then went to the online chat and 'Jamaica' dealt with my query. Jamaica said they could see no reason why I had not received a refund and they would look into it. This was the 9th February, 20 days after they had received the return. Later that day I received an email from Jamaica and I quote "I have received an update from the responsible team confirming that the item you returned is classified as a Non-On item. Unfortunately this means we are unable to process your refund request" WTAF??? The email ended with "Have a lovely day". I immediately called customer services and was told that my parcel was "being returned"!!!! Unfortunately I had to go back into work and was not able to resolve this then.

The next day I called customer services again and spoke to 'Akram' who was absolutely brilliant. He reassured me that there was no reason that I should not get a refund and that he would speak to the returns team to expedite my refund. Finally after 24 long days today I got my refund.

The fact that they call themselves "Happiness Delivery Representatives" feels like a bit of a joke. I honestly think if I hadn't called so many times they would have kept my return and my refund. Thank goodness for Akram the only decent one of the bunch.

I wish I had read these reviews. Love the trainers but the returns department are the absolute worst.

I recently bought a pair of On running shoes in store and decided to order some running socks from their online store as well. Unfortunately, one item was missing from the package when I got the package.

I reported the issue immediately. At first, I was told the refund was being processed. A few days later, I received another message saying the refund was rejected because the parcel weight matched their system.

Socks are extremely light, and small differences can easily fall within measurement tolerances. I simply wanted the missing product resolved.

Instead of investigating further or offering any flexibility, they relied entirely on the warehouse record and refused the refund.

Very disappointing customer service. This experience has lost my trust, and I won’t be buying from On again.