On AG Reviews 

They steal your money, watch out.

ive made an order witch i sended back to them, there seem to be an issue with the tracking/delivery, buit they refuse to help me or pay me back. while i have the right on my refund since i followed their return process.
think twice before you order here, both the shoes and the costumeservice is very BAD.

Poor quality and awful value.

At the heal of the shoe the fabric has started to fray and these are not worn that often.

Been squeaky pretty much since day one but has got to the point it's annoying to wear them now

It's a Shame as they have potential but let down by quality especially at this price point

Very comfortable shoe, but only lasted three months before the sole was worn out, not good value at $170. First and last pair for me, a shame because they were really comfortable.

I purchased a pair of ON shoes seven months ago in Italy and unfortunately lost the original receipt. I provided the digital credit card payment slip to your customer service team, but it was not accepted as proof of purchase.
I find this very disappointing. It gives the impression that the brand does not place enough value on customer support and customer satisfaction.
In the past, I had a defect with a product from another brand, and they resolved the issue immediately upon receiving proof of purchase. In contrast, ON appears unwilling to assist despite having evidence of the transaction.
As the manufacturer, ON could contact the retailer directly and verify the purchase using the payment details I have provided. I do not believe it is reasonable to expect me to contact a retailer in Italy when I am living in a different country.
This experience has been extremely frustrating and has significantly damaged my perception of the brand. I am very happy with my New Balance shoes, and based on this experience, I will not be purchasing ON products again.
Shame on you.
Additional info:
I purchased ON Cloudrock Waterproof shoes (EU45, OnCode: 3ME30140106) seven months ago. After only seven months of normal everyday use, the upper material has torn significantly on the side of the shoe. This is clearly a manufacturing defect — premium waterproof footwear at this price point should not deteriorate this quickly under normal conditions.
I contacted ON customer service and provided a credit card payment slip as proof of purchase, as I no longer have the original receipt. This was refused. ON expects me to contact the original retailer in another country, which is completely unreasonable.
As the manufacturer, ON has full access to product and retailer information. They could easily verify my purchase using the payment details provided. Instead, they chose not to assist.
For a brand positioning itself as premium, this level of after-sales support is unacceptable. I will not be purchasing ON products again.

Regarding your reply i akready shared it no need to repeat the same issue and play game with me.

The inactivity continues. I wrote several reviews on Trustpilot, and received a response from the team that the refund was sent on May 20 (this is not true because I did not receive any letters or anything like that), After the team's response on Trustpilot, I contacted support for additional consideration, but they responded in a formulaic manner "After looking into your case, it seems that similar issues have been reported from your account multiple times in a short timeframe.
For this reason, we cannot accept your refund request." Therefore, I am writing another review and asking you to publicly confirm your words about the refund being credited, with documentation, at the moment I see only deception on the part of the team, as well as the continuation of their senseless refusals.

I purchased a pair of ON running shoes from the Milan flagship store and later contacted customer support regarding issues I experienced with the shoes.

Over more than a month, I was asked to provide store details, purchase dates and times, photos of the shoes, possible card details and various other information while the case was repeatedly escalated internally.

After all of this, I was ultimately informed that the request could not be progressed because the purchase was too old for the receipt to be retrieved under their policy. Customer support later acknowledged that this limitation should have been identified much earlier in the process.

What made the experience particularly frustrating was that many of the responses felt highly templated and repetitive, often failing to address the specific points raised. This created the impression that the process was being prolonged without a clear path to resolution.

I appreciate the professionalism of the individual representative who dealt with the case, but the overall process fell well below what I would expect from a premium brand.

My frustration is not with the final decision itself, but with the amount of time spent pursuing a process that ultimately could never succeed.

Have bought a few pairs of On Cloud runners for casual wear - horrendous squeaking from soles after a short period of time on all pairs. Company graciously replaced one pair but the squeaking has started again.
Sole structure while comfortable for a period of time tends to collapse on itself giving no support whatsoever. Firmly believe that they directly led to a foot / knee injury from lack of support after time

Shoe quality is very poor. The soles wore out much faster than my previous brand ASICS. The jacket on my husband’s shoes also came apart despite it not being worn much. ON’s response to emails on said quality is so predictable and seems to follow the standard script ….. We are very sorry to hear about your dissatisfaction etc etc however …. It would seem that the company responds without addressing the issues brought up. They conform to current naming convention it’s laughable when the complaints department is called “ON Happiness Delivery”. Issues of quality is at hand. I would never buy another pair of ON shoes again.

Subsequent to the response received I challenge the fact that they reviewed the issues at all. The response is exactly as scripted to be handed out at all complaints made. What a sham of a company.

bought these shoes in my regular size, but they were very tight and felt too small. I wore them for one day and was extremely uncomfortable the whole time. My pinky toe even got swollen. I contacted customer service asking for an exchange, but they refused and said I should have tried them only at home. I even sent photos of my swollen toe, but they did not seem to care. I wish I could upload the photos here so others could see the issue.

I bought a pair of On Running shoes as a gift, and the fabric is already ripping on both shoes after very little use. I contacted customer service and explained that I do not have the original receipt because they were a gift, but I even told them the shoes were purchased from Sport Chek.

The first representative created a case and told me a manager would contact me — nobody ever did. I called back again, explained everything a second time, and they created another case number with the same promise. Again, no manager ever followed up.

Very disappointing customer service and poor quality for such an expensive brand. I expected much better support and accountability. I will definitely think twice before buying On Running products again.

This company stolen my money! They writing me the same message every time like a radio! Such the unprofessional support!

I asked to talk with a supervisor, I don't know if they even have one or is he sleeping and don't want to solve the problems??

Don't buy from this company!!

I will contact European Concumer Center regarding their such a disgusting relation with customer.

Purchased a pair of On cloud running shoes for £160. After wearing them for a week they started to squeak very loudly when walking so much so that people used to turn around !
I contacted customer service to be told “the warranty doesn’t cover squeaking” !! They wouldn’t even examine them to establish the defect.
Steer clear & spend your hard earned money on a well established & trusted brand

I thought my review might be unique, but it does look like a trend, reading through others.
My order from May 8 never arrived after almost 2 weeks, support is useless, asking me to wait a week more while they are resolving their issues with Royal Mail making it my problem vs their problem. Refusing to cancel order or do anything. To be fair as a good business which cares about customers I would prioritize getting order to the customer and dealing with your delivery service afterwards. But that’s not what is happening here, it’s way more convenient to do that in an expense of customers. Will return my order even if it arrives eventually and would better buy Nike. This brand doesn’t deserve even a one time purchase considering customer experience they provide.

I had an unauthorized transaction made using stolen card details with On.

I reported it immediately, but the company refused to take responsibility or investigate properly. Instead, they stated they could not locate the order from the bank transaction details and directed me back to my bank.

This is frustrating because the payment was clearly processed, yet no meaningful support or internal fraud investigation was provided. As a customer, I expected better handling of a confirmed fraud case.

At minimum, I would expect a merchant to be able to trace and freeze suspicious orders and assist in resolving fraudulent payments. That did not happen here.

Disappointing experience for a Swiss brand.

Be cautious if you are relying on their customer support for fraud protection

Spent $160 on a pair and immediately they started squeaking. Was told it would go away and I have walked 20 miles in them and it is louder. Not that comfortable to make up for price, noise, and quality. Shoes are starting to wear bad

The worst customer service from any retailer. Sent I faulty item back in Jan 26. Got an automated email to say the item had arrived and that a refund will be processed in the next few days.
3 months later I get an email telling the refund has now been processed. They blamed a technical error. When I complained, I got back a half hearted poor apology and the usual 20% off when I shop next. They had my money for 3 months and that’s all they offered! Shocking service. And looking at reviews everywhere, it’s clearly consistently crap. Avoid if possible. Dont waste your hard earned money with these clowns.

UPDATE 20/05: On AG replied with a generic template completely ignoring the facts. Your team explicitly admitted in writing that these are 100% genuine and "clearly illustrate a localized material issue." Under the UK Consumer Rights Act 2015, a retailer's "Global Warranty Guidelines" do not override statutory laws regarding manufacturing defects. You have admitted the product is faulty; hiding behind paper receipt bureaucracy for a verified genuine item is a breach of consumer trust. Escalating this to Citizens Advice.

Disgusting would never use again. 125 trainers delivered full of marks.

I returned the items, they confirmed that it's lost and I will received a refund. After some time I was contacted by their agent that I won't get my money back.
I have many proofs, screenshots regarding a refund.

Now I did not receive a refund, also items are lost. Items have been returned with ON return label.

Very poor customer service. Don't recommend.

Order ON685969786931

Worst everrrrr. Exchanged trainers didn’t recieve new pair. AVOID