ON Reviews 339

Order ON305396115112 has been with you since July 20, according to the tracking on your website that shows received and registered. That's is 15 working days now.
No means to contact you other than via a chat/virtual assistant. That's even passed the maximum time that you have given yourselves as a safety window.
Do the right thing and issue a refund immediately.

You never honour anything you say. You didnt honour the refund "up to 14 days" and I escalated this via a complaint on your website, an automated email we'll reply in 1-2 working days. It has been 4 days now and no reply.

Other than that you have overpriced and mediocre quality garments, and the worst customer service that has ever existed.

Returned two pairs of shoes over three weeks ago (one for refund, one for exchange). Still waiting. Customer service didn’t even know which was which. Told it would be “expedited” but no timeframe. Over a month to sort a return is unacceptable.

I had no problems with shipping and delivery. What I received was too small. I bought a larger size and returned the first pair. But they've still not processed the refund 3 weeks after they received the item. I had forgotten about the refund and so would have been out of pocket if I had not accidently remembered.

Like so many i have had the same issue with no delivery and very poor service. Bot or AI support gives the same answers, delivery status unchanged. Apparently the item is ready for royal mail pick up, but if you ask to cancel and refund it suddenly doesn't understand. Emails and bots keep saying it has been shipped, then i am told it is delayed, then apparently they dont work at weekends, lies and more lies. I have reported this company as fraudulent to my payment source and requested a refund.

DO NOT BUY

The worst company I’ve ever dealt with.
The customer service is non existent they do not want to give people their money back weeks later and still nothing absolute joke refund for my trainers. Absolutely the worst company ever I’m so sad I didn’t check the reviews before buying now out £120 on shoes and the customer service is shocking it’s all just robot and won’t let you reply or say what you need!!! Never again will be reporting this company

INCOMPETENT IDIOTS…6 weeks and 4 pairs of trainers later I still don’t have what I ordered…DO NOT BUY FROM THIS COMPANY

After hours on live chat with ON to learn why my order had been delayed multiple times, I finally received a pair of shoes yesterday that I shall immediately return. I was shocked to note that the right shoe looked perfect, but the left shoe was deformed and wavy on top, meaning that the material had not been stretched as well as the right shoe. I have taken photos as evidence. It looks as if ON sent me what the Germans call 'zweite Wahl', i.e., manufacturing rejects that are normally destroyed or sold at heavily discounted prices (upto 90 % below list).
Very disappointed in ON online shopping in general. The company is rubbish, and its delivery company is just as bad. They really need to employ a corporate consultant to bring their online activities up to scratch.

Second purchase of trainers from them, first went without issue a d the trainers are great, however this order didn't arrive on the stipulated day or several days after it. Contacted their chat service and what a farce. First of all their chat bot just told me delivery was scheduled for a date several days before and then when I got to chat with a person it was just a series of pre written (canned) responses and a complete lack of understanding. All i could get was 'i will personally monitor your order' even though based on their own status not tallying with royal mails status meaning it was obvious it was not going to be delivered. Waited a couple more days with no contact, got back on chat and again was met with a complete unwillingness to see the situation for what it was and do anything to solve it, just deflecting to 'i can see my colleague is monitoring and I will personally follow this up with them'. Several days later and still no response and no change to the status showing on either their site or royal mails!!!

I ordered three pairs of trainers. Two pairs turned up and the third pair seem to be marked as shipped/delivered. Customer service is dreadful and the website help centre is useless. There is no contact number or a direct email. I have paid £280 for two pairs of trainers and no insight as to whether I will ever receive the third pair of trainers or my money back.

Sadly I have to add another experience to the numerous complaints here .trainers not delivered tracking still says waiting for carrier to pick up
. Managed to get through to chat line twice and both occasions useless and went off line. I have now (too late) seen these reviews - no expectation of receiving them so making s75 claim. Terrible company -avoid

Ordered trainers 17 days ago. Website says they shipped but Royal Mail say they aren’t received. I’ve contacted On via website contact form x 2, via email x 2, via chatbot x 2 and via Instagram but no one has ever replied. Sadly seems it’s not an isolated issue and I regret not reading reviews first. Will try and claim via chargeback. Dreadful service.

Still not received my items supposed to be delivered 24hour tracked Royal Mail and it’s still at ON not collected. Actually managed to speak to someone today no help what so ever. Happy to take your money but not good on delivering the goods you have paid for. Avoid this company like the plague !!!!

Worst customer service I have had. Bought expensive trainers , didn’t receive an email to confirm , order didn’t come when it was supposed to.
I rang again and again trying to get an answer and I was told repeatedly they couldn’t find my order , couldn’t help and hung up. No managers apparently !! trainers arrived with no delivery note or customer reference , they were too small . Returned them and they never arrived. Now in process of claiming through Royal Mail as I sent signed for . Absolutely disgusting . When I have read others reviews I see that ON don’t send email so when things go wrong you don’t even have an order number. I must have rang them 15 times to try to sort it out .Have no idea how they can be trading . !Trainers are good though and JD sports were excellent at replacement and service. Please please please do not use ON online direct , if you want ON trainers go through someone like JD but tbh after this experience I really think I will find another brand

Horrific customer service. Auto filled my order with the wrong delivery address. Promptly called them up to change this only to be told "computer says no". Then I was advised that Royal Mail could redirect my order, only to find out that this was simply a lie to get me off the phone. The manager is never present or available to talk to or express my grievance. I even directly asked them after calling again if he was just telling me to check with royal mail to get me off the phone and he said "yes". Nice.

Cloudmonster Hyper model - totally wasted $195. Can't use them - a weird curved shape. Tried to give them away - they come back as people find them not wearable. Customer service wasn't helpful, at all.

I ordered my shoes on 7th July they promptly arrived 2 days later, unfortunately they did not fit so following day I returned requesting a replacement, on the 10-7 I received an email stating they had received my return and would start processing my replacement, on the 17-7 I received an email saying my replacement had been despatched , 2 days later I checked the tracking and it stated Royal Mail were still waiting to receive the package, I contacted on via live chat , to be told it could take 7-10 days from receipt of the return, after several days of chatting and being told the happiness team were monitoring my parcel and that it would be with me soon or they were still looking into it, yesterday they agreed that the parcel has probably been lost , and did I want a refund or replacement, I opted for replacement, was told it would be processed asap by the happiness team and as a gesture I would get an email for 10% off my next order ( there won't be one)I asked if they would confirm in writing that the shoes were on their way he agreed and said he would send the mail straight away, I have received nothing , the customer service live chat team are trained in fobbing you off not good enough for a so called premium brand , I will never buy from ON online again and would advise anybody to avoid them
Just not good enough ON

My friend bought me a pair of the Cloudmonster running shoe for a Christmas gift. Six months later the soles came up, like sort of loosened from the shoe. I was familiar with the On cloud warranty program so I followed through with the claim. Everything seemed to be go well, until I tried several times to use the Digital Gift Card number and Pin at checkout on On Cloud's website. I tried several times and no success, the representative for On said take a screen shot of the error message and e-mail us. I did such that. Crickets....so I emailed again, then called and still crickets...
No follow up nothing, I feel like they just want to forget about me...

Order a £150 pair of trainers for my wife. Almost a week on and the shoes have not left the warehouse!!! Can’t get in touch with them, absolutely pathetic.
Needless to say missed the birthday now.

No issue with slick website and delivery despite it advising express and arriving beyond that. Returns was the issue, they have a 14 day period and have exceeded that for two orders. For a company charging the prices they do its unacceptable.

Customer service is shocking, ordered using the express delivery, should have arrived Thursday 16th July, nothing delivered and Royal Mail tracking stated that they were still awaiting delivery from ON.Com. I've been on the live chat 3 times now and still had no update ( Mon 21st ). there are no supervisors/managers available when I've requested to speak to them which I find very hard to believe. I've never wasted so much time chasing a delivery like this and still no closer to finding out when my delivery will turn up. Never again will I order from ON again, customer service department may as well not be there.