On Running Reviews 296

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.

Shoes were exchanged in the Champ Elysées store for early wear inside the shoe. I was recommended the monster2 in January for my purpose. I think they needed to get rid of the 2 because the 3 just came out afterwards! Total failure, worn quickly and no more bouce. I returned to the store: Loic told me that I definitely had a problem and those shoes had been worn for months. I assured him that they were bought last month, showed proof but he did not believe me and did not support my claim and told me to complain on the website. Unsupportive vender, told another vendor about Loic's behaviour and he told me that should not have happened.

Do not buy from this company. I am still waiting over a week for a refund which they say is still going through. I am appalled by their customer service and will not be buying from them again. Be warned

Very difficult contacting this company, returning items is a long winded process!

Best sneakers for running marathons. Highly recommend! No wear and tear

Awful customer service rude and unprofessional. After numerous calls and emails and live chats, On running have received my return of 5 pairs of shoes which were for me my wife and kids, they weee too tight and unsuitable so I followed the return policy send everything back as I received them in original packaging have taken pictures and have proof or postage receipt with weight, after 6 weeks Iam no further forward I’ve been told due to multiple issues we cannot process your refund goodbye and call centre hang up very rude Iam
Glad calls are recorded, as I’ve also recorded calls on my end, ON196781822389 Iam going to highlight this on my social media platforms and proceed with taken on to make a small claim under the consumer right act, the level of support is appalling, clearly needs an internal investigation as if you look at all reviews it’s all the same thing either stolen upon return, and dont want to help hard working people who work an honest day living to buy these products to then be stolen is the only way I can describe my experience with On running. scam of company I will be highlighting this on my social media and attaching all my images of my return and voice calls.

Non-delivery of order as On, for the second time, has put no address on the package. It thinks that a postcode alone is sufficient for a delivery to central London. No street name or number. No flat number. I assumed that having made this mistake before, it would not be repeated. Now I'm told I have to wait 7 business days for package to be considered lost. Shoes are moving from one delivery office to another and eventually will be delivered to them. Dreadful service.

I absolutely do not recommend ever buying from the ON website. They have no customer service, so if you have any problems with your order, you'll only get a robot reply, which will do nothing to solve the problem. I placed an order more than 10 days ago and I still haven't received anything, and there's no way to find out what happened to it. I would never buy from them again. I think they've lost my order, and there's no way to contact a human being who can resolve the issue because their customer service is completely nonexistent. It's unbelievable for shoes that cost around 100-200 euros.

sent completely different shoes to the ones I ordered and advised I would need to send photos and wait for them to process the return before I could have the pair I actually ordered. No apology for the error at all. Terrible customer service.

Worst customer service ever, asked for an exchange to my online order with a smaller size. My return package is delivered to their warehouse but on their tracking system it is still pending for a return (even if I confirmed it via my own tracking on Royal mail and their customer agents on phone/email). And they are mentioning controlling returned product takes 10-14 business days (approximately 3 weeks) starting after the arrival of the item to warehouse. When I check the website, it is mentioned overall exchange process can take up to 7-14 business days. My shoes arrived 1 week ago and still waiting for a control, I assume 1 part-time person works for this control. %100 not recommended any shopping online.

I placed two separate orders with On Running on 10 January and 12 January. Both orders arrived promptly in two separate packages; however, items were missing from each order.

I contacted customer support via the online chat, which led to an email exchange. I was asked to provide additional details and complete declaration forms confirming the missing items. I was later informed that a refund would be issued for the missing items from one of the orders, pending processing.

I then followed up multiple times regarding the second order, but received no response for several weeks.
As a result, I restarted the process, referencing the second missing order. At this point, I received an email stating that I had made too many refund requests in a short period of time and that they would no longer accept or respond to further correspondence.
This has left me with over £750 worth of missing items and no resolution. Had the case been properly reviewed with their logistics or inventory team, it should have been straightforward to verify the issue and resolve it appropriately.

While the products themselves are good, my experience with customer service has been extremely disappointing. I would advise others to be cautious should they encounter any issues with their orders.

24 days since they confirmed that the return had been sent and no sight of a refund or confirmation as to a timetable for a refund. Customer service unable to confirm other than to suggest that it could be up to another 10 days for a resolution, which is not acceptable for a returns timetable (34 days+).

Bought 2 pairs of trainers and these are the worst running trainers I’ve ever had. Both constantly squeak. Poor build. I’ll never buy again.

placed an online order with On Running (UK) on December 1st. After more than 30 days, I have not received the shoes and no refund has been issued.

Customer service has been extremely disappointing. Despite multiple attempts to contact the company, I have received no clear answers, no updates, and no solution. The lack of communication and accountability is unacceptable for a brand of this size.

This has been a very poor experience, and I would not recommend purchasing from On Running until their customer service improves. I never gonna buy again.

This company is a joke, they care about nothing but money. They are charging stupid prices for poor quality merchandise. The lettering comes off all clothes, the trainers are very badly made. If you complain, they dont care or help in fact they are just rude.

If you want to risk never getting a refund buy from their website. Beyond awful is an under statement. The only wany of contacting them is via a bot, when you do eventually get put through to an agent it's even worse. They are not in the UK don't understand basic questions and an alien would have been more helpful. Currently waiting for a manager to email me, i won't he holding my breath. I did pay on amex thankfully so i will be contacting them.

Honestly, this is the worst company I have ever dealt with in my life. I had an order returned back to them and they have taken zero accountability. They have palmed me off to Royal Mail and the order was supposed to be in my possession in August. It is now November and I have not seen this order once. I have tried to get help from them because the order was a lot of money, and I keep getting the same response.

“After looking into your case, it seems that the issue has been reported from your account multiple times in a short timeframe. For this reason, we cannot accept your refund request. Thank you for your understanding.”

Yes of course it was reported. You never delivered my items and I am thousands of pounds down. I have not seen the order and I have not had my money back. I would never recommend this company to anyone.

ON Shoes look great and are very comfortable, but there is another side of the story. The quality of the shoe on the inner heel is TERRIBLE. I have never had a pair wear out so fast with minimal use - only traveling and not real trail work or athletic activity. My ASICS and Saucony last way better.

I purchased a pair of expensive trainers that squeak loudly with every step on both shoes! It’s honestly embarrassing to walk in them and I’ve stopped wearing them altogether.

When I contacted the customer service team, I received the following response:

“Squeaking can result from a variety of factors, many of which are unfortunately beyond our control. Because we can’t guarantee that a replacement would resolve the issue, this type of concern falls outside the scope of our warranty terms and conditions.”

Given the price, I expected far better quality and accountability. It’s clear from other reviews that this isn’t an isolated issue. I really wish I’d researched more before buying.

I had been buying On trainers before they became really popular and was a big fan however the last two pairs I purchased had a loud squeak from them, so much so that it was clearly audible to others whilst walking. I contacted On who brushed this aside and advised it was due to the material of the trainers and that this was expected. I escalated the matter and received a response confirming that these loud noises are perfectly acceptable from their perspective. They gave me a 10% off code for my next purchase! A friend of mine had purchased a similar pair on my initial recommendation and received a refund for the same issue. The build quality has obviously slipped since they have become more successful, so as the prices go up the quality seems to go down. Disappointed overall as they are quite expensive now. So much potential for this company but they seem to be taking things for granted and will inevitably suffer if they don’t fix up all these issues mentioned by reviewers.