Oner Active UK Ltd Reviews 7,340

The worst customer service I have ever experienced. My returned item has been received by the warehouse on 10.12 (i got a confirmation) and until this day - 29.12 they still havent confirmed a refund. I have contacted customer service few times over last days and I keep getting the dame, probably AI generated email. I do not recommend shopping there - quality is not nearly as good as other brands and they completely dont care about customers.

High quality clothes & high quality customer service (in particular from Molly). Would recommend to anyone.

Normally I would be happy with the customer service but after placing a large order in the Black Friday sales which I returned on 1st December 2025 after keeping two of the items I’m still battling to get my refund.

Initially I was happy with their response about having significant delays in processing returns during the holiday season and that they had launched an investigation after I provided them with a photo of my proof of posting.

In the meantime I had placed another order on 12th December 2025 for a bigger size on two pairs of replacement leggings which I returned on 15th December 2025 as being unsuitable and this week I have been refunded for them.

This afternoon I decided to do some research on the fedex site by inputting the tracking number for my initial order I had returned and I discovered that it had been received and signed for by Oner on 5th December 2025 at 11.27am. I forwarded this information to Oner customer service but yet again received the same standard response. So I pointed out that I had received a recent refund for another item as explained above.

Krissy Celia’s company standards around customer service have fallen way below par and this experience has left a bad taste and I will never place another order. In the meantime I’m still out of pocket and no doubt the company is earning interest on my money

Love Oner Active items but the customer service this time round has been absolutely awful.

Ordered 3 items in the Black Friday sale. Knew it’d take a while as there’d be lots of orders - no problem! However had no updates at all and the tracking showed FedEx had not received the item yet. I contacted FedEx and they confirmed this.

Had multiple sales emails asking me to order more items. But no updates on my actual order. After waiting 3 weeks (it was mentioned it could take up to 2) I tried to contact the company using their terrible chat bot. It said to expect a response within 5 working days. Then had an email after 3 working days saying they were looking into it and contacting FedEx even though they hadn’t sent the item. Was told this could take 7 days.

After chasing yet again, I received a random email saying my order has been refunded. I haven’t requested a refund. I want the company to fulfil the order at the price I paid for it.

I’ve emailed Oner again asking why I’ve been refunded without being asked if this was what I wanted and have been told I can reorder the items on the website now if I want and if they’re still in stock (they won’t be because I ordered a month ago) and the price will also not be the same (because I ordered in the sale).

Honestly an absolutely terrible experience. It’s a shame because I love their products but if they can’t fulfil orders then they should at least make sure they have people at hand to reach out proactively and explain the situation, apologise and offer compensation or a discount for future orders. Especially to loyal customers.

I ordered on Black Friday which was 28th November. It is now 22nd December and I haven’t received my order after over 4 weeks. I emailed oneractive, dm’d them on Instagram and even commented on one of their posts and they just blamed fedex and told me they are investigating it. I was really excited and looking forward to my new gym stuff. I’m absolutely appalled. Won’t ever be ordering again

Ordered during the sales period- parcel never turned up. Then reached out to them and it took them ages to reply then when they did said they’d investigate. No offer of a replacement or refund.
I then had to email another week later asking for them to replace the items I ordered and they said they couldn’t because it was outside the sale time- despite me ordering on the sale date.
Terrible customer service- wouldn’t recommend buying from here

I placed an order with Oner, ordering 5 items, however when the package arrived there was only 1 item in it, due to the packing being faulty (with no seal on one side) I contacted Oner customer service who were truly shocking and told me that all the item were in the parcel when it left the warehouse and the fault would be with the courier. Despite the fact that it was clearly packaged in their warehouse in faulty packaging.

I had never ordered from Oner before and was so excited to try their stuff however after this experience I would never order from them again!

I ordered a Christmas present on the 25th of November and I still have not received my order.
I've reached out to customer service and was told it will be 10-12 working days before they come back to me, which brings us into January. I DMd them on Instagram and honestly the lack of care or effort in trying to do anything was shocking. They then just ignored my messaged on insta after that. I had been a loyal customer of oner's, I've ordered from them several times and they do take a long time to deliver at the best of times but this is taking the piss.
There has been no apology and by their tone, it seems they will try put the blame on the courier, however, they didn't even sent my package to the courier until 10 days after I placed my order.
I'm honestly just shocked. The coaches and friends in my gym were going to order before Christmas and I told them not to because of this experience, bare in mind Oner that this poor experience doesn't impact 1 customer, it has a knock on effect.

I ordered in November. It’s now a week before Christmas and I still haven’t received my order. I understand it’s a busy period but this is a long time. No updates and no communication.

Avoid at all costs unless you want to be held liable for packages that FedEx fails to deliver. I have sent countless emails to Oner without any resolution whatsoever. They informed me that FedEx GPS tracking is no longer active, yet they still claim it was delivered. I never received my order, and instead of resolving the issue, they are asking me to file a false police report for "theft." My package was not stolen, it never entered my building.
I expect either the items I ordered to be delivered or my order to be cancelled. If this is not resolved within 72 hours, I will escalate the matter to the appropriate consumer rights organizations.

I will update my review once this matter is resolved.

My order has still not arrived - it has been almost 3 weeks. Customer service is non-existent. I was advised it would take 5-7 days for someone to get back to me lol.

Placed order on 24th November, after a week it still had not been processed. I contacted them to ask what was going on as they had already charged me, but the order had sat unprocessed for a week, despite at checkout they said delivery in 4-6 days, so by this point it was already overdue. I was told they wouldn’t ship my order, I asked them to cancel the order as I had ordered 2 weeks before I needed them, and past this date it would be too late. They insisted their company policy overrode UK consumer laws, which state a company must provide a realistic delivery time frame. I asked to cancel weeks ago, and have been harassed by the company repeating the same lines to me endlessly when all I wanted was my money back when they hadn’t even processed the order. A company quick to take money from costumers, but won’t ship the clothes. I won’t ever shop here again, extremely rude customer service, and I’ll probably get a rude reply to this review as well. Probably the worst shopping experience I have ever had.

In response to their reply, at checkout it said the order would arrive between 4-6 days, an email was sent a week later advising of later shipping times. I have spoken to the customer service team endlessly and received the same, repetitive responses that address none of what I actually say, so I will not be contacting customer services and have taken the matter elsewhere.

Awful! Shipping took 2 weeks and the quality of the clothing is terrible I can’t believe the price. All pieces totally see through and scratchy

I recently received my parcel and was initially excited to try on the clothes I purchased. Unfortunately, I am very disappointed with the sizing. I ordered medium leggings that fit more like a small—or even extra small—and a large sports bra that feels closer to a medium.

I bought these items to feel more confident at the gym, but instead they have had the opposite effect. The fit is so tight that they leave marks on my body, making them completely unwearable. I have never felt this disappointed with a brand before.

I've been ordering every time there's a new launch but I really, really want to comment on my recent order. I got early access to their 12 Days of Oner and placed an order on Tuesday. Today is Friday, I already received my order!!! It's the fastest they've ever processed and shipped out a package, all the way from Germany to the US! Wow!!

As always, their products are so pretty and made of very good quality. I'm very happy with Oner in the past few months and the improvements they've been making now that they are getting bigger.

Waited over three weeks for an order. Still hasn’t arrived. Customer service have said they’ll update me after checking with fedex in 10-12 days?! Worse customer service I’ve ever received.

Ordered item in UK. Sent me someone else's order (NY USA) with matching invoice enclosed. Contact info does not work. Replied to email to me, to 'support' at Oner Active which got kicked back twice (my reply was rejected by recipient's email provider). Should I go on?

Finally got hold of customer service. They have given me full refund and labels to return unwanted, non-ordered item. So have amended my rating from one * to 3 *.

Their shipping department needs help.

I’ve ordered with this company plenty of times but after today I guarantee they will never have another single penny of my money again. Took over 2 weeks to dispatch my order and they use the cheapest company for their delivery FedEx which have awful reviews and keep missing the promised day of delivery. Absolutely APPALLING considering their stuff is not cheap and the promise express delivery 2-3 days for orders over a certain amount so the fact that they have NEVER NOT ONCE honoured that is appalling. I hope the hype around this brand can die off because this is unacceptable I have put up with it for way too long.

I still haven’t received my order and have contacted customer service to enquire and no response. There have been no delivery updates either. Poor service even if package is lost would be nice if they communicated that

Placed an order 2 weeks ago and has only just been dispatched to the courier.