£180 cloud-horizon waterproof
My first experience with On (Cloud) was superb. After 12 months I had an issue with a pair of shoes. Although they weren’t obligated to do anything, the team went above and beyond and sent me a £130 voucher. I used it towards purchasing the Cloud Horizon Waterproof shoes online, and I couldn’t be happier. Excellent customer service and a brand that truly stands behind their products.
However, after the purchase on line from On Cloud on 8th August. When trying them at home they seemed fine, but after wearing them for a proper walk over 17000 steps I experienced severe pain in my left big toe. On closer inspection, I discovered that one shoe is visibly smaller than the other, despite both being marked as the same size (9.5).
I immediately contacted customer service, provided multiple photographs of the tags, soles, and the clear size issue. Despite the evidence, they refused to offer me a refund or exchange. Instead, they only offered a 20% discount on a future purchase – which does not resolve the fact that I’ve paid full price for a faulty product that I cannot wear, there not fit for purpose.
I find this extremely disappointing. As a customer, I would expect a company of this size to stand by the quality of their products and comply with consumer rights by offering a refund or replacement for defective goods. As they did with my previous purchased shoes. Unfortunately, my experience shows otherwise.