On AG Reviews 3,244

I have had 2 pairs fall apart , the second pair that fell apart I was told it was my fault and received a 20% discount to buy a new pair which were then lost / awaiting refund. No one told me they were lost , just a refund email and asked me to return the lost shoes . When talking to a customer service member on the chat after receiving a return label of shoes I never received I was then informed they were lost by the courier . For expensive shoes that fall apart this company has the most pathetic customer service possible . All to be offered another 20% discount after 2 pairs fell apart and one was lost . This company is shameful and pure garbage .

Bought these from a shop that specialises in running shoes and within the first month both shoes developed a squeak. The left shoe's squeak in particular is loud enough to be heard over my headphones and to have people look for where the noise is coming from.

I went back to the shop who told me that this wasn't the first time they had had customers report On AG shoes developing this squeak, and when they report this back to the company they are met with indifference and no interest in replacing the squeaking shoes.

Judging by the rating on TrustPilot (why didn't I check this before?!!) I am not alone. They are actually incredibly comfortable to walk on but I don't wear them anymore as it's impossible to ignore the noise. The shop advised the brand HOKA (worn by most of their employees) so I'm passing that on here.

I had an excellent experience with On’s customer service team.

From the initial interaction to the final resolution, the process was smooth, professional, and genuinely customer-focused. The communication was clear, courteous, and efficient throughout. Even though my situation fell slightly outside standard warranty conditions, the team handled it with fairness and flexibility, which truly reflects a premium brand mindset.

It’s rare to see this level of responsiveness and care today. The experience fully aligns with the quality and positioning of the On brand.

Highly recommended — both for the products and the outstanding service behind them.

Have tried to contact them as I have sent my item back due to the lace holes being ripped . Got it tracked by the post office . Ons has also added to the update they are processing my return. Its been 1 month and I still have no refund . £200 out of pocket. No way of emailing them . Online chat is useless . Absolute joke of a company and 100% they are doing this to other people.

ON Running terrible experience after being recommended to this brand by friend I purchased 5 pairs of trainers for myself my wife and daughter, when I received them they look really smart but when I tried them on the were really tight and not comfortable, my wife also thought the same, I followed the online return instructions, and sent them all back I have receipt of return at post office, when I ask for an update I speak to some chat that’s not helpful, says return cancelled, they don’t give me a reason why and end the chat, I’ve called the number online and same again they say someone will contact me and hang up. As it stands Iam £750 out of pocket have no items to return to a shop, it’s like you have taken my hard earned money, received the return and now not interested, Iam going to highlight this to all my social media platforms, and warn others of the customer service from On in appalling,

The fabric started to dissolve after less then two months, the customer care stated that is 'normal' wearoff. Unacceptable at this price point. This is clearly a matter of warranty, since the material is not fit to be used as shoe fabric. I sent several more emails and letters none of which where responded to. Seems like the only option will be calling a lawyer making a warranty claim. Very unprofessional customer support.

Purchased these On Cloud Hyper shoes from their website directly. Used them 3 times and noticed a little spec beside the QC emblem on the front of the shoe. Took a clean white towel and wiped the area in attempt to remove the smudge. In the process the QC emblem just broke down and smeared across the shoe causing a perfectly clean white shoe to look like crap and the QC emblem almost disappeared. I contacted On Cloud with the pictures and they told me it wasn’t a manufacturers defect. lol. An emblem they put on a $250 shoe just disintegrates with water and it’s not a manufacturing process. To add insult they only offered me a 20% discount on new shoes. lol. Why would I buy any more of these terribly made shoes, giving them more money? Be warned. On Cloud products are overpriced and manufactured terribly. To add they have zero respect for a customers happiness despite signing off their emails as the ‘happiness deliverers’. What a joke On Cloud is. And from what I’ve read on some of the other reviews their shoes aren’t quality. On Cloud is a scam.

And there response to this will most likely be:

‘ Thank you for sharing your experience. We’re very sorry to hear about the issues you’ve had and understand how frustrating this must be.’

Then they’ll add some excuses that they looked into the warranty and confirmed it wasn’t a manufacturer defect. Hey On Cloud! Your substitute material you used to apply the QC marking on your shoe dissolved in water causing the black material that should be made of thermoplastic polyurethane bled into the brand new white material of the shoe. Obviously a manufacturer defect because YOU chose the product.

If you’re reading this don’t bother responding with your cookie cutter sentences. It’s obvious you are not the ‘happiness deliverer’ you claim to be in your emails.

Terrible service buying online. Bought a pair and they were big as I sized up so sent for exchange, the return pair was not delivered by Royal Mail (another awful company!). Was told to chase up Royal Mail (had to wait hour and half for no resolution)and now been on with On over 5 times via chat and phone and been told I will not have to complete a missing parcel form. Over 1 month since the initial purchase.

One good thing is if you call the customer service number, not advertised well but can find via Google then there isn't wait to get on, unlike Royal Mail which was over an hour to get nowhere.

If you want their trainers just get from a store, the online service is shocking.

EDIT: I got through to someone and they resolved the issue very quickly and gave a full refund. It was actually Royal Mail at fault, still knocking down a couple of stars as the phone number isn't easily accessible and they made me chase Royal Mail when I think they should do this. However, you get through straight away on the customer service line which is miracle now a days, it was so quick I thought I was speaking to a AI bot, so extra points for that.

Absolute shambolic
Can't write a review on their website. So opted for trust pilot.
Shoe are very nice but Customer service is way below standard.
2nd time return has to be claimed back by credit card as refund is not processed after 2 months 😑

The worst customer service on the world. Spent lots of money with them and just computer says no. Will NEVER buy from them again.

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.

Update 4th March

It has now been a week since I was told my case would be reviewed internally, yet I have received no update or communication. The issue remains unresolved and the lack of follow-up only reinforces the poor level of customer service & lack of urgency to resolve my case.

I owned two pairs of the On Cloudmonster and both developed holes in the upper and heel in the exact same areas in under two years of normal use. Identical failure across two pairs clearly indicates a material or design weakness, not normal wear.
I also developed plantar fasciitis due to the bouncing effect, which felt unstable rather than supportive.
My warranty claim was rejected with the explanation that the shoes had “lived a full life,” and I was offered only a 20% discount instead of a refund or credit.
For a premium and pricey brand, I expected far better durability and accountability. I’ve worn ASICS Gel Kayano (Premium running shoes) for longer under similar conditions without this kind of structural failure.

Purchase two trainers on sale thinking they will help with neuropathy! Absolutely not formy comfort. I have returned them and it’s 3 weeks now still no refund! This is absolutely joke! Can’t even talk to anyone and chat function never works! Very disappointed!

Not the company they used to be.
No customer care. Still waiting on a refund and nothing but automated response now they have my money.
Don’t bother with On direct. Buy in store or try a different manufacturer. Dreadful

1 star is too generous. This company have absolutely zero customer service and dont deserve to have any customers. My trainers havnt arrived after 2.5 weeks. They were supposed to send a replacement which havnt arrived and when i asked for a refund they just said i have to wait for them to come. If i could give -5 stars i would because they are awful to deal with. Avoid buying from this website at all costs.

My shoes are 12 months old and I use them for casual use. I don’t run. Worn maybe twice a month, light use and they are falling apart. I expected much more for the price. I wish I could upload a pic. The heel area in completely unraveled.

Just a warning to anyone thinking of returning items with this company.

I used the pre-paid Royal Mail label they provided and have full proof of postage. The tracking shows the parcel was sent to the Truro Mail Centre in error and then re-routed. There is no delivery confirmation at all.

At first they told me the parcel was lost. Now they’re suddenly saying it was delivered to another location, but they haven’t provided any proof. I followed their return process exactly, yet they’re refusing my refund and telling me to deal with Royal Mail myself.

To make things worse, I was blocked on live chat while trying to resolve it.

Just sharing my experience so others can be aware and keep all evidence if you ever need to return something.
My order nr.

Terrible customer service. I was pointing to an issue with their payment systems (used the wrong billing address and therefore sent it to the wrong address). They kept accuse me of fraud and that I should take it with royal mail. I have no words for such bad customer service for a premium brand.

I feel sad to leave such comment since my first experiene with ON was a good one. But then, my wife bought me Roger Pro 2 as I happily used the first edition of Roger Pro tennis shoes. first shoe was wide enough to accomodate my relatively wide feet but the Roger pro2 is definitely not. I thought I can wear them a couple of times and they might get better but they didn't. I also know it's been a while since i bought the shoes but I had an injury which kept me out of the courts for 6 months. Shoes are in a great condition but definitely not suitable to re-sell.

I can't use this shoes and just want to return them somehow to ON and get a voucher to get maybe a wider shoe. I contacted them on the website but they got back to me only once months after my inquiry.

I need help where to send the shoes back.

Extremely disappointing experience. I placed my order 4 days ago and it’s still stuck in processing. Customer service promised an update yesterday, but I never received anything. Very poor communication and unreliable service. I would not recommend. I also requested to cancel my order, but I was told that agents do not work on weekends.