ON Reviews 339

Extremely disappointed. Paid around $160 for my first pair of On Cloud 6 shoes and was very excited. Unfortunately, the left shoe caused severe pain every time I wore it — so bad that I could barely walk. The right shoe was completely fine. I tested this multiple times and had zero pain when wearing other brands.

Customer support labeled this as a “fit issue” without offering a warranty or real solution. The only options provided were a $30 trade-in or a discount to spend more money. For a premium brand, this response was disappointing. Sharing this so others are aware.

I ordered On shoes few times unfortunately this time it went to another address. CS keep telling me to ask the owner of the house but of course the owner denied they got the shoes. CS did not give a damn about my concern coz it was over 7days since it was delivered which I never know about the delivery policy. I have the right address on file but for some reason On site changed my address upon ordering this time. It sucks being an On customer! I will never buy in their website or their product again! I paid $100 for that shoes for nothing! I warn everyone to be careful with your order coz their customer service sucks! Big time!!!

Buyer beware!! I paid $160 for a pair of Cloudrunner shoes in August. Ten weeks later the soles on both shoes were nearly worn out—no tread/ not safe. Note: I am not a runner; the shoes were used for walking only! With no help from a very rude customer service representative and no call back as promised from a supervisor, I submitted a warranty claim with multiple photos supporting my claim, I was offered only a 20% discount on my next pair…no replacement pair offered. This company charges a premium price and does NOT back its products. They have lost a customer!

I bought a pair of trainers and checked out with Apple Pay. Upon reviewing the order, I saw that the postcode was not correct, even though Apple Pay has the correct one. The second part was changed to "0ZZ". I immediately contacted support via chat and was told that I cannot make any changes and I should contact Royal Mail directly. That's not my job to fix your website issues.

Wish I had the reas the reviews before buying from them. It's been 2 weeks since I returned my trainers that didn't fit. No sign of refund even though I got an email from their warehouse that they have received my shoes and after speaking to customer service they said it takes 14 days for them to process the refund. Absolute joke, never buying again. You lost me as a customer.

My God, worst experience ever. Very weak operations. Deducted money, provided a order number along with tracking and then rerouted on their own to send it to someone else. Very unprofessional company

It has been a week since ON received the trainers I returned but I’ve been told the refund may take 14 business days. That’s three weeks which is completely unacceptable. This response discourages repeat purchases. I won’t buy from them again. It’s simply not good enough.
Lisa Templeton

My trainers were delivered to the wrong address and I tried to update on and Royal Mail and both have no interest in sorting this out. Crappy company don’t waste your time with complaints as they have no way of dispute resolution.

AWFUL AWFUL AWFUL!! Unhelpful to the point of being obstructive and incredibly frustrating to deal with…worse than BT in fact ….they are obviously well practised at fending off complaints and would not give me the supervisor, the credit team or in fact their legal department. No one would speak to me other than a woman who did not seem to understand plain clear English …that the Cloud Rock boots are described as waterproof and they clearly are not. Under the Sale of Goods Act 2015 goods must as described, of satisfactory quality, and fit for purpose NONE of these criteria was met. I am Entitled to a full refund within 30 days, all of which they chose to ignore and insisted I have a credit note. What do I want more faulty goods for ?? they need to focus less on the trendy corporate speak and more on customer experience.

As mentioned by a number of these reviews, after approximately 4 weeks, the shoes started to squeak and when raised with customer services "know as Happiness Deliverer at On", I was told this was normal and not possible to return the product.

Let's see how the class action lawsuit progresses (check this via a simple websearch).

All three pairs of my expensive On sneakers make awful squeaking noises whenever there is any moisture on the ground. Two pairs are the waterproof ones and they squeak the worst. I spent hundreds and yet the squeaking is so loud its ruins the tranquility of the outdoors. Rubbish! DO NOT BUY.

£200 for trainers that squeak? Joke! I really wanted to ditch Nike full time and move to On shoes as they look and feel great, but the squeaking and company refusal to acknowledge it means this is my last ever pair of Ons.

If it’s any help to others - you can spray WD40 into the holes and it will cure the squeaking, of course you then run the risk of traipsing WD40 around your home/work etc

£160 for a pair of very comfortable but squeaky shoes!

Doesn't say much about 'Swiss Engineered' now, does it? You would think they would have done some level of rigorous testing before launch. Or at least addressed the problem once identified with the amount of feedback received (including a class action lawsuit in USA).

What a shame. Going back to the tried and trusted brands.

Absolutely terrible "support." I quickly identified a fraudulent order placed using my name and someone else's address. The representative who took my call was unable to tell me the amount of the order, unable to tell me the payment method, and unable to cancel the fraudulent order. Ridiculous!!!

Shoes did not fit , too narrow and they refused to let me return them.
Product and customer service is awful! bad bad bad don't use them

I purchased the waterproof On shoes for a second job that requires standing stationery for long periods of time. I was looking for support, comfort and fit. Because they wear strictly for a second job, it took a while to break them in. Determine if they are truly the right shoe for me. Unfortunately I regret my purchase, not only because of the price (obviously I splurged for someone having to have 2 jobs) but also because everything this shoe promised was false.
1. Because I purchased the waterproof model- it doesn't allow your feet to breath. I live in the desert and heat and sweat is common. Well the waterproof model prevented ventilation causing my feet to become pruney as if you swam too long in the pool. This then caused blisters from the moisture. And overall discomfort.
2. Support around the ankle - I am not sure if I received a defective pair but on my left foot around the ankle it fits normally. But on the right, the back of the shoe seems slightly bent inwards jabbing into the back of my ankle and almost bruising it from the repetitive pressure of the un proper fit.
3. The wide toes space and awkward curve of the foot as if you are wearing duck feet. Because of the unnatural downward/ upward curve of the bill of the foot and the unforgiving material of the waterproof model it sits on my big toe nail- which leads to soreness.
4. Lastly, the design of the bottom soles of the shoe. I live in the SW where the majority of the landscaping is desert gravel. This causes small pebbles/rocks to constantly get stuck in the grooves and tracked into the house once they fall off, additionally if it is a larger rock you notice right away and you have to stop to remove it.
Overall- I truly wanted to love these shoes. It was the first and most expensive shoes I purchased thinking I was investing in my foot health and back support but I am pretty disappointed and regret getting them, they also squeak when walking. I wish I could return them and find a better, more comfortable footwear that actually delivers on their promises.
The reason for the 2 stars is for aesthetics only. I don't mind the overall look but the other design aspects are poor

I purchased my first pair of On trainers as I like the brand.

They were more for colder weather so I've only started wearing them recently for normal walking to work etc, not running.

They've started squeaking embarrassingly.

I contacted On as I just wanted to swap them for the same pair, they told me it's "normal" for trains to do this. As a 45 year old woman who has worn trainers her whole life, no it is not normal, none of their competitors trainers I have make these noises after years of wearing. I can see from reviews this is clearly an On issue and they need to review what is happening.

I will avoid in the future, as much as I like their brand, wearing trainers for a few months before this happens is not good enough. I literally just wanted to swap them fur the same shoe to see if it was the shoe, but they aren't interested in repeat custom.

Buying and getting Cloud 6 shoes from On was good and easy experience but only to get squeaky noises from just normal everyday walking … I’m not disputing comfort but quality definitely isn’t there. I wrote a complaint to the company and their prompt negative response about warranty and any refund just showed that they are very familiar with the problem. At the end of the day it’s a scam nothing else. I definitely don’t recommend buying these shoes unless you like to be heard squeaking by walking around your city.
Definitely finished with the so called swiss engineering product and won’t be getting anything from this company again. This was my first and last pair of shoes from On

Not good.
£250 walking boots are squeaking like crazy and unwareable within a few months of ownership and minimum on road use.
I have arthritis so these have hardly been worn in.
Undertook the warranty claim and they declined within miniutes.

Turn out unwearable squeaky shoes (only one?!) is a normal feature of ON shoes

Certainly not one I have seen in 50 years of wearing shoes, and none at this price point.

Not fit for service and ignoring UK consumer law.

County Court next.

Poor quality.
Poor service.

Shocking experience, zero customer service, zero help, delayed trainers, no confirmed delivery date, despite online stating delivered today, still not even processed. Do not use, if you really want the trainers, go via a respected company, not these!