ON Reviews 339

I returned my item to On Running on the same day it was delivered, and it has now been 14 business days with no refund issued. This is not just poor service — it's a violation of UK consumer protection law.

Under the Consumer Contracts Regulations 2013, retailers are legally required to refund customers within 14 calendar days of receiving returned goods or proof of return. On has received my return, yet continues to withhold my refund without explanation.

To make things worse, there’s no UK customer service number I can call, and the chat system crashes every time I enter my order number. It’s impossible to speak to a human or get help.

This is unacceptable from a brand of this size and reputation. The process feels deliberately difficult and unaccountable — and at this point, it feels like a scam.
Customers deserve better. On Running, this is disgraceful.

Please beware of on cloud customer service. While the brand has created a reputation and capturing sports market, however the company doesn't care about customers. I bought a shoe online for £150, while the model and product appears to be great, you may land into some surprises. Since this mainly a web based company, you don't have luxury of testing the product. I read through the specification and details on the site which mentions 'True to Size'. I bought on cloud air thinking the normal size will fit which I have been wearing for 25 odd years. On receipt, while it felt ok, problem started when I wore it outside for long hours when the shoe started troubling me and even gave terrible pain to the ankle. I raised this with customer service, and their standard answer was that they cant do anything with it. Terrible service despite me giving all evidences.

Bought a pair for £160.00 and were really excited as I heard they are light weight and good for walking in.
Received them but the material were creased. How could this get through quality control?
Unbelievable that they charge this for trainers. I inspected the shoes properly and they are not worth the amount asked. At most these are an £80 shoe.
I returned for a full refund. Money will keep being spent at nike and adidas who know what they are doing
Was hoping to post photos of the creases

Terrible company. Do not buy from them at all. The worst customer service ever experienced at any company. The company is beyond a scam. I wish I had seen the previous reviews before ordering. I will no longer be using them or their company again. If I could give zero stars I would.

Terrible shopping experience - The worst E-commerce. I ordered a pair of sneakers on May 23, 2025. The system said FedEx hadn’t picked them up, so I called three times to follow up and got no clear solution. Then I received an email saying the package had been “lost in transit” and that it was picked up on May 26, which was a lie. On June 6, I was told again that the package still hadn’t been picked up.

Today, I called FedEx directly, and they confirmed that they never received a pickup request — only a shipping label had been created.

After waiting over two weeks, all they did was refund the money and offer a 10% discount on purchases over $500. A complete lack of respect for the customer. I won’t be shopping here again.

Their refund turnaround time is shocking! So much so, that I’m not ordering from them again. When you buy online, especially footwear, it may take a couple of purchases before you find the right fit etc.

14 “Business Days” (which they make sure to use up fully) then they send you an email on the 14th day at the final hour to confirm a refund will be back to you within 5 Business working days. So 19 days (not including weekends) , so basically close to a month for a £95 refund.
Both Next and Nike have refunded me on trainers within 3 days of receiving them.

Feedback left with their advisor over the phone. Advised their slow refund SLA’s are stopping repeat business. Nothing was done !

I have had Cloud 6 and very Happy. Since I play pickleball and my Wilson shoes were wearing out, decided to go to on.com and buy Federer Pickleball shoes. They were heavy and finally after two weeks decided to use them. By the second week, my ankle area was bleeding. I sent them photos of both ankles/feet and wanted to return them for credit. Wait 14-21 days for reply. Never got one. Tried again. Still nothing. Ordered 3/20 arrived a week later. Send first complaint with bleeding feet 4/29/25 and told 14-20 days. Followed up 5/20 and sent second complaint 5/30/25 and nothing. Over $200 in the trash. I am so disappointed and being Swiss and Federer fan, even more so. Be careful buying online with on.

Item I ordered did not match the item in the pictures. Terrible customer service. It took 3 chat logs to advisors and a phone call to get to the bottom the issue. They did not care one bit.
These items aren't cheap

Never got to try the shoes. They were delivered to the wrong address (with photographic evidence). I’ll never know because the customer support team and process has convinced me to never buy from ON again. Chats ended while I was verifying delivery, a 5-7 day “investigation” AFTER you fill out a form. I wouldn’t purchase from a company that cares so little for their customers.

the worst company ever. I placed the first order and it got lost, and the second order never delivered. I spent 1 month trying to buy 4 pairs of shoes online and they missed up every time line. Customer service has zero visibility on the warehouse. CEO/CTO need to be fired.
Order #ON062645857038
Order #ON948271860579

I placed an order on Monday, 5/19/202.5 Today, Saturday, I got an email saying that my order is delayed, with no explanation. I tried to contact customer service, but it does not exist. You must send a message to get a response Will neve shop again

Worst customer service I’ve ever dealt with. They have my money and never sent me the shoes. Going round and round with them as they put in some wrong information and order is lost. Just want my money back and going somewhere else to buy shoes.

The worst company I have ever dealt with. I bought a digital gift card for my brothers birthday over a month ago and it never arrived. I complained and it took 6 days to respond I replied immediately and I have been ignored since. I strongly recommend this company is blacklisted. They have effectively stolen £25 from me. If it was more, I would sue them.

Very very poor quality of On Roger shoes. When I filed warranty complaint I was told it was regular wear

Bought my On sneakers on December 2024 and on May 2025 got damaged inside one pair and sent photos ending with a courtesy digital gift card to re-order the shoes.

All clothes are made of cheap plastic I don't understand this fashion for plastic Not only do we drink this plastic in plastic bottles with microplastic but we also have to wear plastic from China

Worst company I have EVER come across!

Had a pair of faulty ON trainers, I let them know within three days of receiving my order. I was told to fill in a warranty claim even though within 30 days, I told to send pictures which I did. They would take a week here and there to reply, for then to be told they cannot see the issue and will not refund me! I then opened a dispute with PayPal, and after back and forth with ON again rejecting the refund request. ON then advised to send the trainers back for a refund. I sent them back recorded delivery, for them to reject delivery and to tell PayPal they haven’t received them. Thankfully I kept my receipts for delivery! PayPal closed the case in my favour and I had my refund finally! I will never ever purchase from this shoddy company ever again!

A bad experience.
Placed an order for £140 trainers on the 07/05/2025
Since the 8th May Royal Mail site states awaiting carrier pick up.
Called customer services on the 12th May to get an update for the delivery.
Customer services advised package is currently showing as awaiting collection from Southampton.
Customer services advised they would look into this and would email me with an update on the 12th May it’s now the 13th May
and still no email received.
It’s now the 19th May and still no parcel or refund received.
Very bad experience so far - will not be ordering again from this company!

I wish I could give it zero stars.I ordered 2 pairs of trainers on 1st May and received an email stating they would be delivered the next day. 3 days later I received another email saying they'd been dispatched. On the 9th May I contacted Ons via chat. They told me I had to take it up with Royal Mail. When I told her this was incorrect she apologised and said she would chase it and keep me updated. I've not had any correspondence since then so decided to try and speak to them again via chat. No help whatsoever. I explained I either wanted them to resend the order or give me a full refund. They said they can't do either until their investigation is finalised. I asked when that would be and they said they didn't know. Terrible customer service. They have taken my money and not given anything in return!

Attempted to exchange a shoe for a smaller size. Still waiting a month later. Horrible customer service, they won’t cancel and return. I will never purchase online with them again