ON Reviews 339

I bought a pair of ON running shoes from their Regent Street store in London on June 8th, expecting top-tier performance given the premium price. Unfortunately, the shoes turned out to be extremely uncomfortable – after a single run, I experienced serious pain in my legs and back. Hoping to resolve this, I cleaned them and returned to the store on June 22nd, expecting a refund or exchange.

The store refused to accept the return and told me to call customer service, assuring me they'd help. I called on the spot, and customer service confirmed that they could process the return, and asked me to send photos and details via email.

I did exactly that within an hour, but that’s where the nightmare began. I didn’t receive any reply for days, so I followed up – multiple times. I called again and was told someone would respond soon. Still nothing. I sent additional emails on June 23, June 26, and July 2 with no response whatsoever.

Finally, on July 8th, after nearly two weeks of being ignored, they asked for my name and address AGAIN – information I had already provided. After several more emails, they eventually refused the return, claiming the shoes had been used too many times — even though I had told them from the very beginning that I had only used them once before the first contact, and they said the return would still be accepted.

They offered me a 10% discount code as compensation – an insult, frankly, considering the time, effort, and patience I gave them.

This was by far the worst customer service I have ever experienced. Disorganized, unresponsive, and completely unreliable. They made empty promises over the phone, ignored emails, failed to follow through, and then tried to change the rules at the end.

Avoid ON at all costs. The shoes didn’t live up to the hype, and their customer service is absolutely shameful. Save yourself the headache — there are far better and more supportive brands out there that actually stand behind their products and treat their customers with respect.

On first impression the quality seems very good BUT the inside of one of my £170 Cloudrock Low Hiking shoes is falling apart within just a few weeks of use. Really dissapointed.

Returned a pair of trainers for a replacement pair and Royal Mail lost them. Not my fault as On.com paid the return postage. I have spent hours of my time trying to get a replacement pair of trainers or my money back as royal mail have admitted liability. You can’t speak to anyone at On.com without getting cut off. They don’t respond to emails quickly if at all. They have had my money for a month now and I still have no trainers! I had to open up a complaint with PayPal to get them to respond to me. It is absolutely the worst customer service ever. I have had to do all of the chasing including with Royal Mail. Don’t buy from this company if you can avoid it. Sadly after the event I have heard the same thing from many disgruntled customers, and just to make it worse the emails come from the ‘Happiness team.’ What a joke. Still waiting for my £140!

Earlier this year I had fraud on my account when purchasing through ON and sorted this. Today I have tried to purchase 2 sets of trainers and ON will not allow me to and have blocked my address. This is completely unreasonable and unjustifiable!

The website, deleted first line of address so it can’t be delivered. Tried to cancel the order but no help. They have stolen my money and I need to wait for it to be returned to sender

Had an issue with my Cloudmonsters (love at first sight) that I purchased abroad, whilst in a rush to the airport. Sent in photos of the defect to the warranty team, not expecting much based on the reviews here... However, I was actually blown away by On’s swift response! My advisor, Leslie (shout out for being SO helpful) was understanding, friendly, and organised a new pair of shoes for me within days! Honestly, amazing customer service. To those reading, I have no affiliation to the brand. Although, I am now a big fan. I will say, buying in-store is the best way to shop, as most people’s problems on here seem to stem from online orders. I know that’s not always possible but best to rule out all the back and fourth of delivery/returns/refunds. Try before you buy and have that handy fallback of in-store inspections for any rare issues. If you don’t have a store near you and/or are super fussy (which I also am), plenty of other brands out there to try :)

Such a shame the customer service is absolutely none existent because I genuinely love the trainers.

I would suggest if you want On trainers to purchase from a shop where you can see them and try them on because the fit varies massively.

I bought 2 pairs of cloud 5 in the same size and they visibly looked different and obviously one pair were too small.

I then went back online to order the same size again (just incase they were missized) and a size up. I ended up keeping the size up. When purchasing this order I accidentally used the wrong email address (typo) and because of this I had no email confirmation or order number. I have therefore spent hours trying to speak to someone to rectify this, nobody will help me. Clarissa on the chat (apparently a human but who knows) kept ending the chat on me saying I was providing incorrect details, shocking.

In the end I had try and work out myself what my typo might have been and create accounts with the incorrect email addresses to see if any worked. I finally found it BUT I should never have had to do this. I won’t buy from them direct ever again.

Trainers delivered were the wrong item, colour &size.
Customer service is shocking. They are a birthday gift and a month later they have received the wrong ones but we are yet to receive a replacement.
Online chat is useless as they are not able to tell you anymore than the chatbot.
I asked for a complaints email or managers direct contact but was only given a link to a help page.
I have sent a complaint via this but not holding my breath.
I would not recommend this company.
Wish me luck

A thief stole my card information and email and used it to place 5 orders on this site. 4 of the orders went through before my bank declined the 5th. I called customer service after handling the issue with my bank and informed them of the fraudulent activity. They found all of the orders and told me about the 5th that was declined. The thief used my email address so I received the email confirmations which has their home address (shipping address) listed. I am in a completely different state and have no association with this address. Needless to say, I informed the company so they can take care of it on their end. They ended up shipping out the orders anyway and then lied that I hadn't supplied them with the order information which they already had in their system. What an awful company. I'll continue working through my bank to dispute the transactions but I had never heard of this company before this and never created an account with them. I just need them to stop sending me emails as I would never do business with them.

Awful experience with the Cloudsurfer 2 and warranty customer care.
5 weeks of owning a pair and the heel/sole is disintegrating. I submitted after contacting the store where I purchased them. I was over by a week of my 30 day return. The store agreed that the heel counter was defective and I was advised to submit a warranty claim with ON which I did.
They said: The condition illustrated in the claim appears to be the result of friction occurring at the heel. Fabric wear like this can be caused by removing and putting on the shoes without first unlacing them or holding them open, leading to fabric erosion and accelerated wear in this area. This is unfortunately outside of our warranty terms and conditions and not eligible for a full replacement. To help protect the heel fabric from friction, it's best to untie the shoe before you take it off and put it on. ON accused me of causing the issue after only a dozen uses.
ON stated: While we’re not able to fully replace your item, we’re happy to offer a partial replacement to say thank you for being an On fan and to help you get started with some fresh gear. To redeem your 20% discount, please use the following promo code at checkout: xxx Like I'm going to purchase another pair.
I am not an ON fan. I only used the shoes for walking and only purchased because of my doctors recommendation.

OK, Do not usually do this, the company, Carsilks is terrible on their customer return. I had a front seat area done, yes it was exactly what I wanted, but then i tried to order more items not generic to their website offerings (dealing with their web page) and it turned into a "Black Whole" no response after 3 days and continued trying through their website.
As much as i like the product I received, I am very disappointed in their follow up. The website they are using....either they do not read the responses or are to busy to reply. Will never order from them again!! This sucks.

Shoes look and feel great. I've has 2 pairs now that will squeak endlessly. Seems more likely when it's wet outside. There are people claiming the same thing all over, apparently ON is aware of the issue but not fixing it. This is not even a wear and tear issue, these are new shoes only a couple months old. As much as I like them I dont think I can buy another pair.

One star. That’s more than I would give then. Fitting is awful. Each pair is different
Don’t order online. Walk with them. Each pair is a different size in fit. Go to a store. Their AI platform is awful. Shoes felt like cement not clouds. My toes went through the mesh roof. You can’t get in touch with them. They’re on autopilot. Never ordering again.

Awful experience with the trainers and customer care.
5 weeks of owning a pair and the heel/sole is disintegrating.
They say it's normal wear and tear and will do nothing except give me a 20%voucher. Like I'm going to purchase another pair.
Only used for walking and only purchased as seen them on some creator YouTube channel and said they were comfortable ( not sponsored either).

Shocking this company are garbage OMG try and ask them to send email address,you can't even attach anything to prove you sent back item's because the QR CODE DOESN'T WORK AT THE POST OFFICE? so they provided return address I paid for royal mail special delivery,it was signed for the next working day with a picture on the pallet of the box,they need proof I'd already told them the order number was clearly written on the box with my address still on it NO COMMON SENSE SO ON CLOTHING YOU WILL NEVER GET MY CUSTOM EVER,so I've lost £240 which I paid for online!!!

Still waiting for my order three weeks later. I've chatted with Nora the automated FAQ two or three times. Each time there are no people online to escalate to so I am told they will email me. No one emails. The money has been taken from my account and no trainers. I thought these guys would be seriously good with customer service. Not impressed.

OMG!!! I've spent hours trying to sort a return out, which ended up with the return being collected without even an address on it!!! And now I've lost £140.00! NEVER buy anything from this company. Fancy Swiss engineering, or not - and that's probably a lie.

Hi
Is the address below related to this company? Or are they misusing your name? I made a purchase and it's been two months (9 may) and my order hasn't been shipped. How do I track it?
on-on.co 

After placing the order, the delivery was delayed for fifteen days. The logistics information remained unchanged for a long time. We contacted the seller but received no response. When we received the goods, the packaging was damaged, which affected the use of the product.

Beware! Beware! Beware!

The returns/exchange proccess is absolutely horrendous. Talking to customer support is like talking to a brick wall in the pitch black.

If you do order.... Highly suggest you dont, however if you do. Make sure you order the correct size or you defo like it as the return process times are absolutely ridiculous, do not be in any hurry for them to be exchanged or recieve your money..... 14 days not including weekends!