On AGReviews 

I purchased a pair of ON running shoes from the Milan flagship store and later contacted customer support regarding issues I experienced with the shoes.

Over more than a month, I was asked to provide store details, purchase dates and times, photos of the shoes, possible card details and various other information while the case was repeatedly escalated internally.

After all of this, I was ultimately informed that the request could not be progressed because the purchase was too old for the receipt to be retrieved under their policy. Customer support later acknowledged that this limitation should have been identified much earlier in the process.

What made the experience particularly frustrating was that many of the responses felt highly templated and repetitive, often failing to address the specific points raised. This created the impression that the process was being prolonged without a clear path to resolution.

I appreciate the professionalism of the individual representative who dealt with the case, but the overall process fell well below what I would expect from a premium brand.

My frustration is not with the final decision itself, but with the amount of time spent pursuing a process that ultimately could never succeed.

Have bought a few pairs of On Cloud runners for casual wear - horrendous squeaking from soles after a short period of time on all pairs. Company graciously replaced one pair but the squeaking has started again.
Sole structure while comfortable for a period of time tends to collapse on itself giving no support whatsoever. Firmly believe that they directly led to a foot / knee injury from lack of support after time

Shoe quality is very poor. The soles wore out much faster than my previous brand ASICS. The jacket on my husband’s shoes also came apart despite it not being worn much. ON’s response to emails on said quality is so predictable and seems to follow the standard script ….. We are very sorry to hear about your dissatisfaction etc etc however …. It would seem that the company responds without addressing the issues brought up. They conform to current naming convention it’s laughable when the complaints department is called “ON Happiness Delivery”. Issues of quality is at hand. I would never buy another pair of ON shoes again.

Subsequent to the response received I challenge the fact that they reviewed the issues at all. The response is exactly as scripted to be handed out at all complaints made. What a sham of a company.

bought these shoes in my regular size, but they were very tight and felt too small. I wore them for one day and was extremely uncomfortable the whole time. My pinky toe even got swollen. I contacted customer service asking for an exchange, but they refused and said I should have tried them only at home. I even sent photos of my swollen toe, but they did not seem to care. I wish I could upload the photos here so others could see the issue.

I bought a pair of On Running shoes as a gift, and the fabric is already ripping on both shoes after very little use. I contacted customer service and explained that I do not have the original receipt because they were a gift, but I even told them the shoes were purchased from Sport Chek.

The first representative created a case and told me a manager would contact me — nobody ever did. I called back again, explained everything a second time, and they created another case number with the same promise. Again, no manager ever followed up.

Very disappointing customer service and poor quality for such an expensive brand. I expected much better support and accountability. I will definitely think twice before buying On Running products again.

This company stolen my money! They writing me the same message every time like a radio! Such the unprofessional support!

I asked to talk with a supervisor, I don't know if they even have one or is he sleeping and don't want to solve the problems??

Don't buy from this company!!

I will contact European Concumer Center regarding their such a disgusting relation with customer.

Purchased a pair of On cloud running shoes for £160. After wearing them for a week they started to squeak very loudly when walking so much so that people used to turn around !
I contacted customer service to be told “the warranty doesn’t cover squeaking” !! They wouldn’t even examine them to establish the defect.
Steer clear & spend your hard earned money on a well established & trusted brand

I thought my review might be unique, but it does look like a trend, reading through others.
My order from May 8 never arrived after almost 2 weeks, support is useless, asking me to wait a week more while they are resolving their issues with Royal Mail making it my problem vs their problem. Refusing to cancel order or do anything. To be fair as a good business which cares about customers I would prioritize getting order to the customer and dealing with your delivery service afterwards. But that’s not what is happening here, it’s way more convenient to do that in an expense of customers. Will return my order even if it arrives eventually and would better buy Nike. This brand doesn’t deserve even a one time purchase considering customer experience they provide.

I had an unauthorized transaction made using stolen card details with On.

I reported it immediately, but the company refused to take responsibility or investigate properly. Instead, they stated they could not locate the order from the bank transaction details and directed me back to my bank.

This is frustrating because the payment was clearly processed, yet no meaningful support or internal fraud investigation was provided. As a customer, I expected better handling of a confirmed fraud case.

At minimum, I would expect a merchant to be able to trace and freeze suspicious orders and assist in resolving fraudulent payments. That did not happen here.

Disappointing experience for a Swiss brand.

Be cautious if you are relying on their customer support for fraud protection

Spent $160 on a pair and immediately they started squeaking. Was told it would go away and I have walked 20 miles in them and it is louder. Not that comfortable to make up for price, noise, and quality. Shoes are starting to wear bad

The worst customer service from any retailer. Sent I faulty item back in Jan 26. Got an automated email to say the item had arrived and that a refund will be processed in the next few days.
3 months later I get an email telling the refund has now been processed. They blamed a technical error. When I complained, I got back a half hearted poor apology and the usual 20% off when I shop next. They had my money for 3 months and that’s all they offered! Shocking service. And looking at reviews everywhere, it’s clearly consistently crap. Avoid if possible. Dont waste your hard earned money with these clowns.

UPDATE 20/05: On AG replied with a generic template completely ignoring the facts. Your team explicitly admitted in writing that these are 100% genuine and "clearly illustrate a localized material issue." Under the UK Consumer Rights Act 2015, a retailer's "Global Warranty Guidelines" do not override statutory laws regarding manufacturing defects. You have admitted the product is faulty; hiding behind paper receipt bureaucracy for a verified genuine item is a breach of consumer trust. Escalating this to Citizens Advice.

Disgusting would never use again. 125 trainers delivered full of marks.

I returned the items, they confirmed that it's lost and I will received a refund. After some time I was contacted by their agent that I won't get my money back.
I have many proofs, screenshots regarding a refund.

Now I did not receive a refund, also items are lost. Items have been returned with ON return label.

Very poor customer service. Don't recommend.

Order ON685969786931

Worst everrrrr. Exchanged trainers didn’t recieve new pair. AVOID

I actually love on trainers - I have a few pairs which are great. The reason for losing stars however is every single pair I have (4) are different widths with the latest pair making my feet numb. I know a few people who have said the same thing- seems they've changed the fit since last year making them narrower - which makes no sense. Unfortunately this will lead to myself and others moving to other brands. Doing yourself out of customers

I want to provide a constructive warning for active people considering the On Cloudtilt Moon. When you first put these shoes on, the CloudTec Phase™ and Helion™ superfoam feel absolutely incredible—like walking on pillows. They are arguably the most immediately comfortable casual shoes I have ever slipped onto my feet.However, there is a major biomechanical caveat if you plan to wear them daily or stand still in them. Because the foam is ultra-soft and completely lacks a rigid structural plate (Speedboard), the platform is highly unstable. Over two months of daily use, my feet were constantly micro-wobbling to stay balanced. This forced my glutes, hip stabilizers, and lower back muscles into severe chronic fatigue, resulting in alternating hip pain and lumbar stiffness every evening.Interestingly, the pain subsides when walking outdoors (where the rocker sole keeps you moving), but it severely intensifies when standing still or relaxing at home afterward. My prior shoes were firm Eccos and Nike Air Forces, and switching to this extreme level of "mushiness" completely altered my pelvic alignment.Be aware that On Customer Service treats this strictly as an "individual compatibility issue" and will reject any warranty or exchange requests if you face this physical response outside their 30-day window.
Just to mention that I did purchase 2 pairs of Moon model of different colours and 3rd pair of different shoes.
Despite me showing support for the brand, other than offering a discount on future purchases there wasn’t any other options offered to resolve this problem.
Quite frankly disappointing and will not be returning or recommending this brand.

Ordered grey geo 6 waterproof,,, received black running shoes , contacted customer care who gave me the chatter but actually were a waste of time still trying to get what I ordered ,,,,, Just Avoild OC like the plague !

Shocking or non-existent customer service. For such expensive shoes, I would expect at least someone to read the emails I sent. Sent shoes back a month ago and after 1 month I got information that I was refunded but money never arrived, it has been 2 weeks now. Scam

My shoes shrunk. I offered to send them back so they could see. They refused. They said by email it’s a fit problem. My shoes fitted me when I bought them, but now do not. I’ve spoken with 6 different customer service reps, each one says the same thing. The care has been passed to Esrra, he or she hasn’t bother re contacting me for 10 days. I’ve asked to speak to there legal team but they are not able to transfer at all within there company, really poor for a company with an “happiness team”!! They are the worse company I’ve ever come across, they have no standards and don’t care. There products are sub standard it appears and shrink. But they said my feet have grown, I’m fairly old ! They definitely are not growing. Tomorrow we will be sending a court letter through the small claims court.