ON Reviews 339

Without a doubt the WORST customer service I have ever experienced- slow and useless! I asked for an exchange and the sent me exactly the same shoes back. This matter has been going on since Christmas and when I phoned today to chase up the same return, they tell me they don’t have the shoes yet so they can’t refund me even though I used their return label? The guy tells me “rest assured” why should I when you keep messing up. Rebrand to OFF, because so far everything has been that way!

I have squeaking and color changing issues. The squeaking was (and should have been a huge red flag) reported and the call center suggested a dryer sheet for moisture trapped in the shoe. The color issue is with the elastic tie used to replace shoe strings…it turns yellow!

I was very excited to purchase a pair of On shoes, especially given the price point and the brand’s reputation for quality. Unfortunately, the experience after purchase completely changed my perception.
The package was marked as delivered but was left unattended on top of an outdoor mailing stand, with no signature required. Unsurprisingly, it was stolen. When I contacted customer service, I was told that because more than seven days had passed, nothing could be done—even though their own instructions first advise customers to check with neighbors before escalating the issue, which is exactly what I did.
For an item this expensive, I would expect more secure delivery options or at least some accountability when things go wrong. What was most disappointing was not the loss itself, but the lack of support or willingness to help resolve the situation. As a customer, it leaves you feeling unprotected once your order ships.
I hope On reconsiders its delivery practices and post-delivery support, especially for high-value items. Until then, I would strongly encourage potential buyers to think carefully about the risk if a package is lost or stolen—because you may be left without the product or a solution

On shoes are absolutely Awful, They squeak after a week or two of use. Their "customer service" is just some email inbox that takes 6 weeks to get a response from. I gave up and filed a dispute with my CC company, and sent them the emails I had been sending to On, in 2 weeks they approved my dispute and credited the $200+ i spent on this sorry excuse for shoes.

I’m very disappointed with both the product quality and the customer service.

My ON shoes were completely worn out after only 8 months of normal use (daily walking). For a brand positioned as premium and performance-driven, this level of durability is unacceptable.

What made the experience worse was the customer service response. I was told the company could not take responsibility because the shoes were purchased through Amazon, despite them being original and clearly within what any consumer would consider a reasonable product lifespan.

This raises concerns about how warranty obligations and consumer protection standards are applied in practice.

Overall, this feels like a brand built more on marketing hype than on real product quality or customer care. I would not recommend it based on my experience.

I want to receive my refund.…
I want to express my strong disapproval of the company On Cloud. I returned the sneakers, they received them and sent me an email saying that the refund would be processed within 15 days. It's been almost a month and I still haven't received my money back. I consider this a lack of respect and responsibility towards the consumer. I've tried to contact them, but only a robot responds. I just want to get my money back.

Terrible experience ordering on sneakers. They took forever to update my order and then eventually cancelled it, with NO REASON. I will not order from this company again. I was a first time buyer as well so they lost my business going forward. Thanks alot.

Bought a pair off£220.00 boots November 25th opener them on Christmas Day (gift from my children) went back to work on the 5th January. Work the boots for no more than 10 days and found a major fault with the right hand side boot. The left boot is amazing. The right hand boot has a major inside flaw where the pain is horrible and cat walk after a hour off wear. Opened up a warranty claim to be rejected as they couldn’t see any issues with the boot yet I only sent external pictures as can not get internal to where the inner toe section is.
Vile customer services can hardly understand basic English so I’ve had to open a charge back and report to trading standards. All I wanted was a replacement ! I’ll never purchase any off this brand again !

Don’t buy these shoes! Gimmicky!!! They look good but be careful you will get the runaround if the shoes are defective like mine was! I buy tons of shoes and keep them in shoe boxes, on the second time wearing them the sole in back separated from the shoe! They supposedly have some lifetime warranty etc! Which they don’t honor!!!! I’m told to find receipts as I can only provide a statement as the navy exchange i purchased them from only keep it for 60 days!!

Lessons I learned is just not buy them!!!! They just look good but the manufacturer process isn’t good because the heel which is hoof like, just separated from the shoe! I would have thought it was one piece like other shoe brands! Don’t get stuck with BS shoes!!

Don’t let them convince you otherwise!!!!
I wish I saw the reviews before I bought them!!

I ordered a pair of trainers on 26 January 2022 at midday. An email notified me that the delivery would occur by 27 January 2022. To my surprise, the items arrived precisely 24 hours after the order was placed, on 23 January 2022. The delivery service was exceptionally efficient.

My order # is ON908546830432. On the On site it says delivered. On the courier site it says "customer refused delivery" which is ridiculous. That is when i realised the company has NO, Zero customer service. No phone numbers, no emails, no humans on the chat (only bots) and then..to.my surprise...i realised by going through reviews and trustpilots that what I am going through is almost the rule when ypu buy directly from them. I thought this was a good brand..did not even bother looking at reviews but it seems a scam...horrible shocking. Will never ever buy from them again. Will write off the £110 loss and move on. But please dont buy from them..i guess you have a 50/50 chance not to receive the order.

I been dealing with bartonally for 6 months already and now apparently my order was delivered for the second time, but here I am still waiting for it to be delivered. This time USPS was the shipper.

Probably the worst company to communicate with.
Simple matters take months to resolve.

1. I bought an expensive pair of waterproof On shoes that started making loud squeaking sounds almost immediately. It was so bad that people turned their heads when I walked—definitely not in a good way.

2. I filed a complaint with On and provided extensive documentation and evidence.

3. They issued me a non-expiring digital gift card to use in their online shop.
4. It didn’t work.

5. Several months later, they replaced it with a voucher code—but now limited to one year and restricted so I couldn’t use it on sale items, limited editions, etc.

6. I tried to use the voucher to buy two pairs of shoes, but it didn’t work.

7. I eventually managed to buy one pair—using only about half the voucher’s value.

8. The remaining credit on the voucher has since disappeared.

9. I contacted On again by email, but their replies are full of meaningless filler and no actual help—like the one below:
“
Hi xxx,
Warm greetings from On. I hope this message finds you well. I would like to apologize that this process is taking longer than expected. The delay is due to the high volume of requests currently being managed by our finance team. Please know that we are actively following up and working to ensure your case receives the attention it deserves.
We truly value your patience and understanding during this time. Rest assured, I remain committed to resolving this matter for you and will provide you with an update as soon as I receive further information from the finance team. Thank you again for your continued patience and trust.
Kind regards,
Xxxx
Happiness Deliverer
”

10. I have received nearly identical emails several times over the course of this six-month ordeal.

I’ve wasted hours communicating with On.

They claim to care about customers — they absolutely do not.

They claim to deliver happiness — they absolutely do not.

What they deliver is frustration and endless back-and-forth that seems designed to make customers give up.

This customer, however, will not give up.

I have purchased ON shoes from other retailers and I saw the sale from the ON website. What a mistake! I saw others are having problem with the ON online store. I am having the same issue. I called their customer service and was told that he would cancel my order, refund and provide a 20% discount coupon. Nothing happened. My order was placed on Jan. 3, 2026. This is the most disappointing experience.

Wish I could give it zero stars. This company is an absolute joke. I ordered shoes almost 3 weeks ago and they haven’t even left the warehouse. Their customer service is awful. Do not buy these overpriced shoes they aren’t even good looking!

Placed a order on January 7th with a estimated delivery date of January 14th the order update just says “order placed”, connected to the chat bot which assured me they would be delivered on time with no delays. Still haven’t received the shoes and order update still says “order placed”. I called customer service and was told there were issues with the warehouse inventory but she could not update me any further or provide a date of when they would be shipped.

On walking shoes completely worn out at the back,
I’d had them 18 months but hadn’t any hikes , wore them once a week if that!
I sent them photos and invoices but they said they were the wrong ones!

I wished i had checked these reviews before ordering.

I was charged immediately for the order. The terms and conditions on the website state that the order can be cancelled within 60 mins if standard delivery. However once realising that I could purchase the same trainers significantly cheaper elsewhere the company refused to cancel it. I contacted them within 10 mins of the order being made.

Contacted customer service who were unable to help and apologised acknowledging it was their error!

Don't order online. My daughter wanted a different size. Shipped the shoes back immediately after Christmas and am still getting a run around for the replacement almost 3 weeks later. Long waits on hold for a live operator and then getting someone with an accent so thick you can't understand them. HORRIBLE Customer Service

I usually don’t write reviews, but after reading so many negative comments about customer service, I felt compelled to share my experience. For me, it has been nothing short of excellent.

Like some other reviewers, I’ve experienced wear on the back of the sole. However, this has only occurred after roughly a year of daily use (no running), which I personally find completely reasonable from a quality standpoint. What truly stands out is how ON has handled it: every time I’ve contacted customer service about this (now for the fourth time!!!!?) I’ve received a replacement pair without any hassle FOUR TIMES!

I have extensive experience with online shopping, and I can confidently say that this level of support is far from standard. It is, without question, the best customer service I’ve encountered.

I wanted to add some positive feedback to balance out the negative reviews. From my perspective, I’ve always been very satisfied with ON.