ON Reviews 339

I have had a number of pairs of Ons over the years and they are the most comfortable sport shoes I have had, along with the cool look that you don't get with some of the more ubiquitous brands.

Since they are our go to brand for sports shoes, recently we have bought a few pairs for various members of family.

Delivery was very fast, the turnaround between order and delivery no more than four days; in one instance, just two.

Due to inconsistency in widths between different models, although having the same size we've had to make some returns and exchanges.

The whole return process was free, effortless and quick. On top of which, the refund to my credit card was equally speedy.

We were kept up to date with immediate and regular emails both after ordering and returning.

Finding the right fit makes the shoes as good as they have ever been and I have no hesitation in recommending them for quality, looks and service.

I bought a pair of white On sneakers, but straight out of the box they look more like Golden Goose- complete with brown stains included. Whats the quality control.

15.10.2025
I’ve changed my review to excellent because support team was very attentive and my problem was solved quickly.
Impressive feedback. Thank you.

I will never buy off them again, ordered a pair of runners on the 22/8, still no sign of them arriving, original delivery date was 28/8, took over a week to ship them out of the facility in Luxembourg, they were 'dispatched' on the 25/8 and took till the 3/9 to get to Belgium which is a 3 hour 30 min drive away, going off the other reviews I have no hope of the correct ones arriving

Worst customer service I have ever experienced. Got a running jacket as a birthday present from my parents which I used only 1 time and spilled water on it. Now it has a stain that looks like oil has been spilled all over it and it won't come off after wash. It's literally water!!! I wrote a complaint to their customer service and they answered that's it's not a manufacturing or factory defect. And yes the jacket is water repellent! So they won't even change the jacket to another jacket and makes it look like im lying. I have bought a lot of items from On and have always been very satisfied with the quality from the brand. I would not recommend to support this brand as it doesn't live up to any respectful behavior to its customers.

Opted for exchange as the shoes were half a size small (although I own other ON shoes on same size and they fit).

Big mistake, return was accepted within a day from shipping, exchange however takes a long time to be processed. Contacted them 3 times, no comms or outcome. After aprox 3 weeks, still not processed. Very disapointed, specially as I followed up 3 times.

@ON, you should get your internal processes in order, an exchange should not take a month in this day and age of digitalization. Keep your customers informed about their orders and take the time to help and support when issues arrise. This should be a MUST specially for a premium positioned brand.

Absolutely horrible. At the end of the online payment using iDeal got a message that something went wrong. Nevertheless, the payment amount was withdrawn from my account. Did not receive any confirmation email, and obviously I don't have an order number. Contact with customer support is absolutely futile as no one seems to be able to figure it out without an order number which I don't have! Email, phone and the infamous bot support attempts have been a complete waste of time. Never again!

THE WORST service they need to be closed down, bordering on FRAUD, they take 14 days to process a return then another 14 days to send a replacement, when the shoes were just half a size too small, don't but from this company as look at all the reviews, they need to be closed down

I rarely write negative reviews, so much more fun writing about companies that get it right but my experience with ON Footwear has been frustrating enough to warrant this review. If you have to deal with customer service for any reason, they are ineffective. Chat line is a dead end of hollow promises. Call the number? Good luck, you get lots of " i am sorry for your experience" but again, no results, no real tangible action. I bought 3 pairs of shoes and due to fit and quality, returned all three for the guaranteed refunds (and i did not wear the shoes) . So far it has taken over 3 weeks to get a partial refund and that was after repeated and numerous calls. I will feel lucky to get my full refund and urge you all to try other brands

I bought a pair of shoes onshops-on but on the website still - not shipped… how can receive updates?
I already wrote, no updates…

There is no way to contact this disgusting company
If you return it’s a long wait I am still waiting after
25 days

Ordered a £140 pair of trainers. They didn’t fit so I wanted to return them. It was picked up the next day, however, it has been a month and I still haven’t got my refund! No customer service number on the website, just a chatbot which tells me it’s still being processed.

I ordered a pair of trainers a week ago only to receive an email a week later to say the trainers were not in stock and I would be refunded. Shocking customer service

Had a pair of On clouds for less than 4 months and the outer sole began to grow black mould. Haven’t been worn more than 10 times. When I emailed them I was told it must be die to storage. They’re stored and used in the exact same way as my other 20 pairs of footwear. Never even been used in the wet. Poor quality materials used, they also squeak when you walk on them. First and last purchase from this scam company.

Nice shoes but joy of the product overshadowed by dreadful customer care and refusal to escalate complaint.
Ordered shoes end of July and was given a tracking number for Royal Mail but there had been an error when purchasing and my address didn’t store correctly. I could see the item was returned to On due to insufficient address info but had to wait until the shoes were returned and logged etc before On were willing to send out another parcel to my correct address. Over a week later, I confirmed fully and clearly my address and the parcel was resent. On failed to update my address details and sent my package out again with an incomplete address for the whole sorry process to be repeated. All the while, no apology was offered and blame was attributed to Royal Mail and myself. I wanted to officially complain. Was repeatedly denied escalation then told they would cancel my order and I could reorder with 10% discount (my initial order had a 20% discount applied which means, despite 3 weeks of inconvenience and stress, I would be paying more for the shoes at the end of it all). I asked for the shoes to be sent but would be happy for the 10% to be refunded to me should they wish to compensate. No response. No communication. Complained again. Complaint ignored. Shoes arrived today. No apology, no good will compensations. I like the shoes but won’t use the company again for any direct sales and would encourage any buyer to do the same! Nike and adidas have excellent customer service

Ordered pair of trainers, but when I look at tracking it says "awaiting carrier pick up" with Royal mail and has been for nearly a week!
Spoken to 4 different agents on the chat who all give a different answer or say my colleague is dealing with it and to be honest I don't think they have a clue!
Never had this problem before they always arrived on time. Well this will be my last time now, I will go back to another brand! Lets see if I get my trainers or money back??

Terrible customer service
Have had my on trainers squeaking constantly since I bought them when I spoke to the happy team they said “squeaking is not covered by your warranty “
Well I won’t be buying from on in the future it’s obvious there is a problem with the design

Like so many others, I have had a very poor experience with ON! They sent my order to the incorrect address, issued a refund, as the items weren't in stock, yet when I looked on line there they were in stock! I reordered ( my mistake) they sent out my order only one pair of trainers arrived! Many chat attempts, no agents available, I vow never to buy from them again!

Bit of a long one! I’ve order pairs before I thought I grab a bargain at the sales. Sent wrong complete wrong style and size. Then sadly the trainer was out of stock. Phoned Michael he understood everything but he didn’t. English isn’t his first language. 30minutes wasted. Phoned again and got Mark English not his first language but was better at understanding said the right things but didn’t deliver as I wanted an exchange for the same price and I was promised that they won’t refund me and send the shoe in a different colour and honour the price. I’ve been ignored and went to chat online twice. Second time with Angel said I don’t want Mark to deal with it and to get a Supervisor as this has been shocking. Still waiting for anyone to deal with this and the paper trail is long. This was at least 6 weeks of my time and effort. The worst company I have dealt with to date.

No way to contact them, Returned an item 3 weeks ago, still waiting for an exchange!

One of the worst customer services ive experianced!

Really bad customer service. You cannot contact them. Trying to return an order and it tells me that my return cannot be processed. Order no. is ON519271817875