ON Reviews 339

No shoes … no money… customer service is gaslighting

Delivery keeps getting delayed. Should’ve been delivered on 01/07 and it’s now 01/11. I still don’t have my order.

Update now:

It arrived after a few days. It’s bad, not comfortable at all. Feet feels bad during and after play

I ordered the same pair of shoes from On twice.
Neither order reached me.
After a long period of silence and follow-ups, I was informed that the second order was being held at a pickup point. The proposed solutions were that I either collect the parcel myself and return it (then wait up to 14 business days for a refund), or wait for the courier to return it before any refund could be processed.
At this point, I had paid twice and received nothing.
The delivery failure is not mine to resolve.
What’s most disappointing isn’t that something went wrong, but how it was handled. There was no proactive refund, no clear ownership of the issue, and no sense of urgency to close a problem that had already gone on far too long, as I had to chase via email that they replied to after minimum 5 days and the replies were clearly AI crafted... The responsibility was effectively pushed back to me, despite the fact that the product never arrived. The second time I tried to order the same product, I was given a tracking number from UPS when the product was coming via Royal Mail and the cherry on top? I was also told that I need to contact the courier myself because of GDPR rules...clearly customer service has zero idea what that means.
I eventually bought the shoes in person from the Regent Street store simply to move on and just because after 2 attempts I just wanted the item out of stubbornness. That experience was smooth, which only highlighted how poorly the online order was managed.
On presents itself as a premium brand. Premium brands don’t make customers chase refunds for undelivered goods — or wait weeks longer while internal logistics catch up. Actually, this is the first time that I encounter such incompetence and poor customer service.
This experience has permanently put me off ordering online from On.

Paid $170 for shoes look like a 6 year old put together. Excess glue all over the shoes

Im soo surprised to see On have such a low score. I came on trust pilot to write how unbelievably impressed ive been with them. I’ve had Cloudrock boots for a year and a few months ago they stopped being waterproof, not great in winter. I didn’t buy them direct, but sent the invoice of where I’d purchased them aswell as the evidence requested, within 2 hrs I receive a voucher for their website. You can’t beat that! Brilliant and efficient customer service. Oh and I used the voucher, and within 24hrs my new boots have arrived.,, unbelievably good experience as my hiking boots are the most comfortable and practical I’ve ever had, and I’m quite old! 🤣

Update: received email 1/21 saying order was canceled. My wife also ordered sneakers, but received her cancel notification two weeks prior.

Made an order on 1/2, says will receive on 1/8. I never got any tracking and on 1/8 order was still being processed. CS said warehouse issue and order might be canceled. Chatbot said new shipping date will be on 1/19.

Nothing makes any sense and i don’t have the option to cancel the order myself. The best i got was to call next week. Is this a real company?!?!

Absolutely zero service i ordered more than 2 months ago but no shoes no money back still waiting zero service.

nothing wrong with the product. they are nice. lovely soft materiel...BUT... they keep charging me even though i canceled. they say its only for one month more but i cancelled 3 months ago and they are still sending and billing. chat bot never loads up to talk to someone and email given for customer service is not recognized. wont let me cancel now as i owe another payment. tried to dispute with paypal and bank over past unauthorised payments but they sided with the company. feeling a little scammed here.

Bought their hiking boots for £250. What a mug. The holes in the bottom of the shoe get clogged with mud. They have terrible grip. They aren’t waterproof at all. My feet were soaking after every rainy walk. Absolutely horrendous design and product.

The tracking code doesn’t work, the order number isn’t recognised on there website when I copied and pasted it from email! Total joke of a company! Total amateurs

Really disappointed with how bad On have got. Ironically they sent me a voucher code after they sent me a faulty pair of trainers and the poor service that followed trying to return them, and the replacement pair getting lost in transit. When I came to use the voucher it didn't work. Emailed and tried to chat with AI and a 'real person' however none resolved.

On shoes are over, spent 140£ on a pair and died in 3 months. Squeaking all day long. They say squeaky sound out of warranty. Check internet reviews before you buy any pair, so many similar issues

I have been purchasing On shoes for quite some time and have never experienced an issue like this before. In fact, I have never had such a problem with any other well-known footwear brand.

I bought the Cloud 6 five days ago and wore them for the first time yesterday. After walking a short distance, I began experiencing pain in both my feet and legs. The shoes are extremely uncomfortable—the insole causes pain with every single step, provides no foot support, and the arch support is particularly poor.

The shoes are essentially unusable. Even after taking them off, my legs felt heavy and painful, which is incredibly difficult to believe from a brand like this.

I contacted On’s support team and was advised to file a complaint, which I did. The only response I received was that this is not considered a defect but rather a “fit-related” issue. I was then advised to purchase additional arch support insoles,on top of the £140 already spent.

I was also offered a 20% discount if I wanted to buy another pair of shoes.

This response is completely unacceptable, and the customer support experience was extremely disappointing. I see no reason why I would want to purchase On shoes again.

I would strongly advise against buying On shoes. Their quality appears to be declining, and their customer support is getting worse, especially considering the premium price.

The first time I put a pair on 2 yrs ago they felt great. They wore so quickly I'm a nurse. I have had sneakers for half the price and didn't had much wear issues. Both pairs I owned fell apart after 1 year of use. Made very poorly I won't buy again. My wife bought the second pair after I told them they were terrible. These have been little less than a year and they are wore out. Rubber falling off bottom. Holes by my pinky toes like I have some crazy toes nails which isn't the case at all. These things aren't made well. Buy a different brand. Quality isn't there.

Bought on cloud nova 2, within two hours the internal seam had blistered and cut both my ankles. After wasting a week of exchanging messages and photos, of course not covered by warranty and some paltry excuses. Poor customer service, no responsibility despite multiple previous purchase. Buy in store, avoid online or choose another brand.

Bought On Cloudwander hiking shoes in April. Didn’t wear until recently on a three week holiday. Rear of shoe has completely worn away with limited use. Very poor quality. I would definitely not recommend!!

Warning! Please don’t purchase On shoes. I purchased two Cloudmonster void shoes for myself and my wife for the first time costing CAD 220 each (total loss CAD 440) Initially comfortable on try but after walking few kms in them both our big toes right side shoe started hurting. We continued to try wearing with thicker socks, thinner socks for shorter periods and intermittently for toe to recover but the pain is any getting worse and at shorter distances now. Requested for return/exchange but they have point blank refused as I do not have the original box they came in and they are not brand new. (I do have the original shoes ha! And without wearing I would never know how bad they are). They offered CSD 30 for each shoe through their Onward link. Never expected this from a global company and such expensive shoes. Other good companies have consideration for client satisfaction but not ON. I suppose most of their shoes are bad and they would have to return many once tried. This was my first purchase from ON and I warn everyone don’t even go near them. They are bad shoes and an unresponsive company!

I placed an order on 12 December for On Cloud 6 Waterproof trainers with Royal Mail Tracked 24 delivery. The trainers were never delivered and were later confirmed by Royal Mail as returned to On due to an incorrect address (the road name was missing).

Trying to resolve this with On customer support was genuinely one of the worst service experiences I’ve had.

I contacted On multiple times by phone. Several agents were unable to verify my account despite me providing the correct order number and personal details. Two agents hung up on me mid-call after reading a security script, and I was repeatedly refused escalation to a manager.

One agent eventually reviewed the case properly, identified the address issue, and confirmed the parcel had been returned to On’s warehouse.

Because I was travelling and could not risk further delays, I had to travel into central London and repurchase the trainers at the Regent Street flagship store. Even there, the store manager could not locate my online order in their system due to an apparent data issue — my full name appears on order confirmations but not on my On account, making verification impossible across systems.

As a result, I:

Paid twice for the same product

Spent hours chasing support

Incurred additional travel costs

Experienced repeated rude and dismissive handling from support staff

I am now awaiting a refund, but this experience highlights serious issues with On’s delivery processes, account systems, and customer service culture.

I would not expect this from a brand that positions itself as premium.

I bought my 3rd pair (at least) of On shoes in SEP. They were uncomfortable on my R heel from day one, and never got better. They were the same size as all my other On shoes, and my other five shoes felt fine (3 L, and 2 R). I contacted the company multiple times, they asked me tons of questions, required me to send them a lot of photos, and finally did not give me an acceptable remedy. All I wanted was a new R shoe if that model did not have a defective history reputation in general, a full refund, a full credit towards a new pair of their shoes (another model), or a new pair of the same model if that model did not have a reputation for being excessively defective in general. I think that was fair, considering how expensive they are and how this R shoe was unacceptable. I'm going to give the shoes to Goodwill (even though they look like new) and maybe somebody with a size smaller feet can get by with them; they hurt my heel too much to continue to wear them. They're the right size (length) now if the inside of the heel was not defective. They do not stand behind their product. He said it looked fine in the pic so that is why they can't give me what I ask. That's like saying cancer isn't there bc it doesn't hurt, when cancer is there and it's not hurting (yet). Pathetic. Sitejabber and Yelp are next tonight. No wonder On has a rating of a mere 1.4 on Trustpilot.

First time purchasing from on.com. I bought $100 joggers. When I received the package from FedEx it was empty - with not even a packing slip. I immediately called customer support who had me send an email to them with a photo of the empty box. I received a response a few days later that they would NOT refund me because they said I received the package. Absolutely shady things going on here. It looks like Google reviews for the site were disabled, but found reviews from ON Inc where this looks to be a common occurrence. Will be telling everyone not to buy from this company.