On AG Reviews 3,244

Really love my wide fit cloud 6 trainers but unfortunately after 5 months of wearing them, the stitching is coming away on both shoes where my big toe sits creating a hole. I’ve looked online and really wish you had more options in the wide fit styles because they are so comfy. I bought a pair of normal cloud 6 but they are too tight for my wide feet.

UPDATE: after couple of hours of raising the issue On issued a voucher of equivalent value. Excellent customer service support makes up for disappointing product.
I bought a pair of Cloudvista 2 Waterproof. The shoe's key feature is being waterproof however the material is fragile and got torn within 3 months of normal usage for walking. With that tear the shoes is no longer waterproof so basically it has lost all the extra feature for which I paid the extra money compared to the equivalent not waterproof product. This is quite bad product design, as the material needs to be waterproof, but it also needs to be fit to the purpose of resisting to walking on it. This is the main purpose of a shoes really.

At first I wasn't happy with a pair of on clouds which the sole come away after 5 months of light wear and their first response to my issue, but the customer service have now resolved my issue. Still hesitant to pay so much money for their shoes. Maybe was just one bad production line who knows, but in the end on cloud customer service warranty resolved my issue.

Bought a pair of ON cloud trainers for £160 in February 2026 from JD Sports.

They are comfortable, however, the build quality is shockingly poor considering the price point.

The stiching is poor in places. The logo tab fell off the left trainer, the tread is reducing rapidly and is completely gone on some parts of the sole. This is not good for 3 month old trainers.

The laces are on the verge of breaking due to wear on the top eyelet.

I have trainers from other makes that are 4 years plus and are as good as new.

This is my first pair of ON and with regret my last.

Please think carefully before purchase, mine only have light use, if you run then these are not going to last long at all.

Poor quality shoe.

Hi,

I'm writing because I genuinely don't know what else to do.

My name is Taras. I returned order ON534922681615 on March 11th. It's been exactly one month and I still haven't received my €380 refund. I have already contacted your support team many times — and instead of getting my money back, I was recently told by one of your representatives that my refund is refused because I contacted support too many times. I can't describe how that made me feel.

But here is what I need you to understand: I have an official email from ON Running confirming that my return was received. You have my shoes. I have nothing — no refund, no order.

My wife and I are both recovering from a serious accident. We are exhausted and desperate. This €380 is not a small thing for us right now — it is part of our recovery.

Please — look at my case, look at your own confirmation, and help us.

Taras
Order: ON534922681615

Order lost when shipping then bounced around unhelpful ai “agents” when trying to contact customer services.

Instead of sending a replacement, I was told that there was “stock issues” so I had to reorder, even though the same shoe, in the same size was available on the website.

I bought the cloudswift sneakers about one year ago, paying around £130 at JD sports. I must have worn the ONs 10-12 times, on a normal day to day use (not running). I just noticed that the toe box which is made of a lighter fabric, developed a hole. I obviously don't have the receipt after one year and can not remember what date or which card was used, so I couldn't provide a receipt.. However I had the should and was prepared to send them to ON to demonstrate that the sole was hardly used . However customer service who called himself "Happiness Delivery Representative", wasn't having any of it. either I had the receipt or nothing. I would urge anyone to beware, before spending all this money for the so called premium quality sneakers. I also read online that many people have complained to ON about the defective and low performance fabric in the toe box area.

Poor customer service, brought a pair of cloud tilt trainers for Christmas worn them a few times and the stitching is coming off the top part of the trainers. Put a warranty claim through and got told there was external damage and they wouldn’t replace them got offered 20% off, sent photos of the trainers with no external damage at all and after a second review they still won’t replace them. Looks like this is common for on cloud not replacing defect trainers. The second response was final aswell. So they can’t be bothered with customers at all. Terrible!!

Never again. Made an error on the address due to autofill at checkout. Immediately went to change the address - not possible. Went to cancel the order - not possible. Was only told by customer services I need to contact Royal Mail as they couldn’t do anything - Royal Mail refused to change the delivery address. Absolutely shocking that this is the level of service they provide under the guise of “fast shipping”. They have a 60min cancellation policy (which is ridiculous in itself) but conveniently that doesn’t even apply in the UK! Seriously ON? It’s 2026 and you’re operating like a dodgy 2002 era e-commerce shop. I just simply won’t buy again, and will never refer a single person on the basis of this shocking attempt to consider a reasonable customer journey.

Update: After posting my review, On reached out directly and resolved the situation in a way that felt fair. The replacement pair I ordered arrived in perfect condition. I appreciate the follow-up.

Original review:
I’ve been a loyal fan of On Cloud shoes for years, and this was my second pair. Unfortunately, the pair I just received arrived with visible glue marks and uneven seams, which was surprising for a premium-priced shoe.

I reached out to customer support with photos. Their first response said they couldn’t identify any manufacturing issue, even though the flaws were clearly visible. I followed up for clarification and haven’t received a reply since. They did offer a 20% discount code for the next order, but that doesn’t address the quality problem on a brand-new pair.

Based on this experience, I don’t feel confident ordering directly from them again. The quality control and the support response were disappointing, especially for a brand I’ve loved for so long.

Genuinely shocked at how a brand this size treats customers. First and only order I've ever placed with On, returned in full on 21 March through their own Royal Mail portal. Kept the receipt, sent it when they asked, did everything right.

Then on 11 April I get a template reply saying they can't refund me because "similar issues have been reported from your account multiple times in a short timeframe." It's my first ever order. No history, no returns, nothing. Read through other reviews on here and the exact same line is being sent to other first-time customers. Copy-paste excuse, not a real answer.

This is a serious amount of money for me. Over a month of chasing, passed around between reps, each one less useful than the last, while they sit on my money. For a premium brand this is shocking customer service. Posting this before I take it to chargeback.

Someone with actual authority needs to look at this properly.

Edit: They replied 3 days ago stating this is now being looked at, meanwhile my tickets are still being closed by support as soon as they are created.

Worst customer service I’ve experienced. My $170 order was delivered by FedEx and left outside on the street instead of in my building’s vestibule, where packages are normally placed. Not surprisingly, it was stolen.

I provided proof of the delivery location, but the company still refused to issue a refund or send a replacement. This was a birthday gift, which makes the situation even more frustrating.

I’ve never had issues with other deliveries being placed correctly in the vestibule, and in a similar situation with FedEx before, the retailer immediately made it right. Disappointing that this company chose not to take responsibility or help resolve the issue.

Claimed warranty 5 April and today is 18 April, they say they'll get back to you within 48 hours. I've heard nothing. And still waiting.

*Update, today is 25 April and haven't heard a thing, three weeks since request was filed*

*Update today is 3 May and haven't heard a thing, more than 4 weeks weeks since request was filed*

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.

I ordered three pairs of trainers from On over two separate orders the same day, as I wasn’t sure which pair of trainers I would prefer. The first order containing one pair arrived the following morning with no issues. Later that day the second order arrived containing only one of the two pairs I’d ordered despite both pairs being present on the tracking e-mail. I contacted On by telephone to report a pair missing and was advised that I would be sent an e-mail containing a missing item form. I phoned again shortly after as I hadn’t received the e-mail yet and I was concerned as to where the missing pair were, I had taken delivery of one pair but my e-mail was showing both as delivered. I was again told I would receive the e-mail containing the form that day, but it didn’t arrive until the following day.

I completed the form and replied to the e-mail providing the Royal Mail proof of delivery with some additional photo’s of the package I had received (containing the one pair) and accompanying postage label.

Three days later, I received an e-mail advising me that “After looking into your case, it seems that similar issues have been reported from your account multiple times in a short timeframe. For this reason, we cannot accept your missing item request.”. I can’t understand why this is, as these were the first two orders I’d placed with On.

I replied to the e-mail and followed up with a phone call to On customer services “happiness delivery team”, after providing my details and order number, I was briefly placed on hold, when the representative returned, as if reading from a script said “it seems that similar issues have been reported from your account multiple times in a short timeframe. For this reason, we cannot accept your missing item request.”, they couldn’t be interrupted and hung up immediately after they’d finished. I followed up three times with the online chat, but each time I provided my details and order number, I was responded to with the same reply followed by the chat abruptly ending. I have followed up by e-mail again since but haven’t received a response.

I’ve spent £150 on a pair of trainers that I didn’t receive and the company I purchased them from have no interest in resolving the issue! I’ve never known such bad customer service or been left so frustrated when purchasing any product before. I will be taking this matter further with the Financial Ombudsman Service and Trading Standards.

emailed on runner regarding my shoes i purchased from JD back in October, but didn't wear them until December (Christmas present)
They have started to squeak when i walk, raised a complaint with on runner - who have advised my online receipt and email from JD isn't good enough for proof of purchase. JD have advised they need to contact them if they need anything further. I'm now getting no response and totally ignored, absolutely shocking service

100% not a trustworthy company. I purchased £1150 of gym items from the On using my Amex. Returned all the items as they didn’t fit properly in the original packaging unworn and in the correct timescale.

I then got confirmation of receipt of my return.

Despite that I have still no refund 10 weeks later. I have sent numerous emails and they keep giving me the runaround. Absolute thieves. BE Warned!

I will try and get Amex to get me my money back.

Just terrible customer service!!!! I finally got a hold of someone. My year old, On Cloud shoes are still usable, but one of the elastic shoelaces snapped. They are slip on shoes, no need to lace as the laces are built in.
The lady was like, oh, yeah we've had a lot of complaints, but we do not offer replacement laces. Keep checking stores and our website cause we might offer them in the future.
Thanks a lot! $150 shoes down the drain!!! Do not buy. I won't ever again.

I purchased the On Cloud (pearl white) and only wear indoors at work walking around all day in healthcare. This is the second pair that have ripped on the material part of runners (toe part). Claims will not even consider sending a replacement without proof of purchase even though I have summitted clear pictures. I have also sent all the product information (tags etc.). They have closed my file and won't help at all. I do not recommend buying these shoes poor quality and costumer service - especially after paying $180. Total garbage.

I rarely write negative reviews, but this experience has been frustrating enough to warrant one — especially for a brand positioning itself as “premium.”

I submitted a warranty claim for a pair of On shoes that developed a clear defect after minimal use. The claim was initially rejected as “fit-related” and “normal wear and tear,” which already felt questionable based on the actual condition of the shoes.

However, what makes this situation particularly concerning is the complete inconsistency in how claims are handled:
• An identical case (same model, same defect, similar usage) submitted by a relative at the same time was approved and acknowledged as a manufacturing defect, with a €160 voucher issued.
• My claim, despite providing the same level of documentation (and more), was repeatedly rejected.
• A separate On representative later reviewed my photos and explicitly stated that the defect should be covered under warranty — yet no resolution followed.

So the same company:
• Approves the defect in one case
• Rejects it in another
• Then internally contradicts itself

On top of that, the customer experience has been extremely poor:
• Long response delays (days without replies)
• No clear ownership of the case
• Repeated requests to “re-explain” the situation
• Claims that internal cases cannot be reviewed or compared, which is hard to believe for a global brand
• No meaningful escalation despite multiple requests

At this point, the issue is no longer just about the shoes — it’s about lack of consistency, accountability, and basic customer care.

For context: I’ve been a loyal On customer for years and purchased multiple pairs without ever needing to file a claim. This is my first warranty request — and the experience has been surprisingly poor.

What would resolve this:
• A proper senior review of the case
• A clear explanation for the inconsistent decisions
• A fair and consistent outcome aligned with how identical claims are handled

Until then, it’s difficult to trust the brand’s stated commitment to quality and customer satisfaction.