To leave a review you need to be logged in
On reinvented the running shoe to put you one step ahead of evolution. Start running on clouds. www.on-running.com
Reviews 814
Christine Johansen
Jul 11,2024I ordered a pair of shoes from ON three weeks ago and have still not received my order and it hasn’t even left the warehouse. The message I get from customer service is the same as everyone else receives - unexpected backlog. This seems to be an ongoing problem based on all the bad reviews below. This is unbelievable and unacceptable from a brand like ON and that they don’t do anything about it. The product should be in the warehouse and ready to be sent. I am afraid that I have paid so much money for a product I will never receive. And reading other reviews, people are not even getting refund if cancelling the order based on this problem. ON will soon get labeled as a scam brand (if not already) if this continues with taking money from customers and not sending them their products. I would like ON to give me an honest answer not copy paste answer they provide to everyone on WHEN I will receive my order.
M H
Jul 11,2024Wanderschuhe für 220 € (!!!) sind bereits nach wenigem Tragen an mehreren Stellen eingerissen, die Sohle abgelaufen. Freizeitschuhe genauso. Reklamation bei On blieb wochenlang unbeantwortet. Dann kam die Antwort: normale Abnutzung 😡 Es wurde ein 20 % Gutschein angeboten. Das ist eine Frechheit! Ich kann die Schuhe absolut nicht empfehlen!
Katherine W
Jul 11,2024After one day of wearing my new sneakers i attempted to pull the laces tighter and the lace pulled through the leather entirely. I contacted customer service both by phone and and via their chatbot but was given links to warranty claim sites that don't work and 2 separate email addresses that bounce back. Seems like i've been scammed, i'll be contacting my bank to get my money back.
Scott
Jul 10,2024After 2 weeks, my shoes started squeaking. I was told it was the way I was walking and the surface! They wouldn't accept that there was obviously something wrong with the shoes, so I'm now stuck with shoes that squeak the whole time!
Neil Puddy
Jul 10,2024Design over substance for me. Bought in September 2023 from footlocker and binned in June 24. Can count the times I used them for running on one hand and the rest of the time were used as a leisure shoe. The tread and grip went really quickly and the final straw was a hole in the toe area and I’m not hard on shoes. Back to Nike for me. Over priced and not well built. Thought they looked good but definitely not built to last. If you fancy a pair don’t pay full price-get a fake pair for £20 off Wowcher-they will probably last longer.
Sana Zahmatbar
Jul 09,2024Do not buy anything from On directly, just go to other retail shops and buy On shoes in retail stores. Here is what happened to me and it is still not resolved: 1- I ordered "cloudtilt black and ivory size 7.5" on June 16th as size 7.5 have been my shoe size for ever with all other companies. 2- I received the shoe on June 26th, and it was too small! 3- I called the support team on June 27th and asked if I can do an exchange with size 8 in a retail store like Brown and On's support team confirmed yes!!!! I drove half an hour to the Brown, tried size 8 and asked if I can do an exchange with my size 7.5 and they said, NO!!! As I bought the shoe directly from On and I should do the exchange directly with On. 4- In June 28th, I called On, very unhappy and frustrated and explained the situation, the On support team, send me a return label and confirmed that she ordered size 8 for me. Few hours later, I received an email from On confirming my new order for size 8.5!!!!!!!!!! 5- In June 29th, I again called On support and explained that so far I have the worst experience with this company and I just orderer size 8 over the phone but received an email confirming that size 8.5 is going to be sent to me. The On support, explained that their online system is corrupted and that he can send me another email confirming size 8 will be sent to me. I received an email from Jason (On support) on June 29th. See copy of the email below. 6- Guess what!!!!???? on July 8th, I received size 8.5 from On. On support email, I took out my order number for security purposes: Hi Sana, Thank you for reaching out to us regarding your order number SOxx xxxxxxx. We apologize for the inconvenience you have experience with our automated update system. To confirm your request, we have adjusted your order to a Cloudtilt W Black | Ivory 8 from an 8.5 as previously stated and our carrier team in hard at work preparing your order for shipment. If you have any question or concerns, feel free to contact us, and we would be happy to assist. Thank you, Jason Happiness Deliverer Edit on July 12: I sent an email on July 8th to On happiness delivery email and explained the situation and have not received a single response from their team. I also called them on July 10, one of their associates hang up the phone on me her name was Rionna, as I said I will not let On waste one more minute of my life, do a return/ refund and also arrange a pick up from my house as I do not want to waste gas and my time returning an item that was sent to me by On's mistake! Why do I have to waste my time on your company's mistakes??? So she said she can not arrange pick up from my house and hang up on me! I again called and did a return with someone els, I wasted my time and gas to go to a post office and return a package to this corrupted company who still makes money with wasting people's time. I am waiting for my refund at the moment. I shop online almost all the time and never ever had any issues like this with online shopping, even with Chinese companies who send packages from China!!! The worst online shopping experience I have ever had in my life is with On Shoes. Edit on July 22: Since On's response to my issue on July 14th, they have not followed up or did anything yet. I returned the wrong size shoe and received my refund. But On has not addressed all the troubles and bad customer service, they provided me with.
Sara
Jul 09,2024Sent four emails over two days and no reply considering they are available 24/7. I'm trying to refund to pairs trainers and need an address, absolutely shocking, I go on holiday in a week and these need to be sent back asap there is also another order that needs sending back
Jace Graham
Jul 09,2024I placed an order for 2 pairs of shoes on 6/26. I contacted support 7/3 because my order was sitting in 'preparing to ship' after a week and the expected delivery was 7/9. Support told me there's a backlog but I should receive my order before the expected delivery. I contacted support again last night, 7/8, because my order is still sitting in 'preparing to ship'. There's no estimate as to when the order will ship and I was unable to cancel my order. Looking around online, there have been several complaints about the shipping delays for at least the last few months and it seems that refunds are even worst.
Ralf Plewka
Jul 09,2024Meine Frau hat mir im April 2024 On Cloudhorizon geschenkt. Jetzt nach knapp 3Monaten und ca. 200Km Wandern sind die Vorderen Noppen der Laufsohle abgenutzt und das bei beiden Schuhen. Habe bei On Reklamiert mit Bildern . Nach knapp 24 Stunden kann die Antwort…20% Rabatt beim nächsten Kauf..Hallo ..der Schuh kostet knapp 180 € ….es ist eine Frechheit so abgefertigt zu werden..Habe noch mal eine Mail an On geschickt…warte noch auf die Antwort…aber man kann sagen was auch viele vorher geschrieben….Fashion Schuh kein aktiver Sportschuh…werde jetzt noch warten und meinen Bekannten vom Kauf dieser Schuhe abraten …bin richtig enttäuscht…
Andreas Pawasarat
Jul 06,2024Ich habe mir im April den Cloudrunner 2 gekauft. Das erste Tragegefühl des Schuhes war fantastisch. Die ersten Läufe haben richtig Spaß gemacht. Was aber jedem bewusst sein muss ist, dass das Material (Sohle / Dämpfung) extremst schnell verschleißt. Ich bin ambitionierter Hobbyläufer und hatte über die letzten 20 Jahre schon viele verschiedene Schuhe, welche ich alle nach ca. 500 km wechseln musste. Diese Schuhe hier sind nach knapp 250 km nicht mehr zu gebrauchen. Bei Kauf muss jedem bewusst sein, dass man hier eher einen Lifestyle (mit perfekten Marketing) als wirklich einen Laufschuh kauft. Kontakt mit Kundenservice ist katastrophal. Nahezu perfekt geschult um Reklamationen abzublocken.
Devon
Jul 06,2024Shocked and disappointed by On Running's terrible customer service. I expected much better from a company selling shoes at this price point. I have never taken the time to write a negative customer service review before, but this was truly the worst I have ever experienced. Fedex left the package containing my On Running shoes unsecured in the lobby of my busy New York apartment building and the package was stolen. When I returned home that evening and discovered that the package had been stolen, I contacted the company immediately. I first tried to notify them unsuccessfully using the chat bot (which is the worst automated chat service I have ever used, I would recommend avoiding this method of contact), before I called customer service directly and informed them of the theft. In my conversation with an On Running representative, or "happiness deliverer" as On calls them, I mentioned that I had found the empty box discarded in my building after someone had stolen the contents of the package. I was told they would look into the issue, but the email response I received the next day was not only unhelpful, but also insulting. In her response, the On "happiness deliverer" stated that: "our warehouse does not ship empty boxes." I never said that they did, what I said was that my package was stolen leaving only an empty box. I continued to follow up two more times requesting that a supervisor contact me to discuss the matter further, but the representative refused to acknowledge my request. It is a poor company policy to allow products at this price point to be left without requiring a signature, and it is unfair for a customer to be held responsible for paying for any items stolen as a result of the company's decision not to require a signature in order to ensure a safe delivery. I have filed a police report and a claim with FedEx and will be disputing the charge with my credit card. I will never order from this company again, and will tell everyone that I know to do the same.
Mr Iain Cook
Jul 06,2024I bought a pair of cloud trainers, I have a faulty pair with a lump of over gathered material and stitching on the inside on my right foot it hurts after 20mins, so much so I can't ware them, I have called on, and found out that's a waste of time, I emailed on and have been treated like a scammer I own 10 pairs in all ! 9 are OK, I sent proff and order number sent in a receipt I've given evidence , spent the last 4 days trying to get sorted loads of emails everything they asked for then told fill out a warenty form ! Wow I won't be buying this product again so so poor quality and customer services. Still not sorted and my new trainers may aswell go in the bin. I own 2 of the same pairs style and colour, I bought a new pair 2 this year, these are the faulty pair. I won't buy there clothing or shoes again they have gone down hill in quality. And the after care is the worst I've ever had to deal with you can thank lilly on customer services.
S.Frank
Jul 05,2024Seit September 23 habe ich drei Paar On Cloud Schuhe. Alle drei Paar sind schon kaputt, obwohl im Winter nicht getragen. Die Sohle löst sich auf und im Gewebe innen wie außen tun sich größere Löcher auf. Ich habe u. A. die Cloud Runner Waterproof , die überhaupt nicht wasserdicht sind, zumindest am Mesh Einsatz nicht.Der Kundenservice antwortet nicht. Ich kann die Schuhe nicht empfehlen und werde mir auch keine mehr kaufen. Wie zu erwarten kam bis heute, trotz der Ankündigung von On, keine Reaktion vom Kundenservice.
Cristian Pavese
Jul 04,2024Acquistate scarpe da tennis Roger pro 2 utilizzate 6 volte in meno di un mese, suola completamente disintegrata, la signorina del Customer care dice che non passano la garanzia perché è un problema di come uso le scarpe a giocare?! Gioco a Tennis con scarpe da tennis e questo non deve succedere. Customer care pessimo non comprerò mai più le loro scarpe. Ridicoli.
Carmen
Jul 04,2024Ich habe mir einen on Cloud 5 gegönnt, dachte ich tue meiner Wirbelsäule was richtig gutes. Nach 2,5 monaten ist das Innenmaterial, wo der große Zeh dagegen kommt, aufgeplatzt und man sieht die sockenfarbe von außen durch. Vermutlich noch eine Frage von wenigen Wochen bis ein endgültiges Loch durch ist. Und diese Firma will eine Premium Marke sein, verwendet aber billigeres Material als jeder Discounter Schuh. Kundenservice antwortet auf die reklamation absolut unentgegenkommend, keine Kulanz. Update vom 15.7.24 Der Kundenservice hat sich noch mal gemeldet und meine Beschwerde noch mal geprüft. Ich habe einen Gutschein über den vollen Kaufpreis erhalten. Sehr positiv überrascht, da ich damit nicht gerechnet habe.
Poor quality
Jul 03,2024Very poor quality. Almost a scam given the price. The shoes tear inside after only few months, if not weeks.
Timothy Young
Jul 02,2024Ordered Race Tights Half on June 25th, per their order timeframe I should receive them by July 8th. As of today July 1st they still have not shipped and their customer service can only tell me the warehouse is experiencing a backlog. I don't appreciate being lied to, it's obvious from the sheer number of complaints I have found that this issue has been going on for months now. Seems to me they need to look into contracting with a new warehouse. I can venture a guess that the Founders: Olivier Bernhard; David Allemann; Caspar Coppetti, don't have a clue or don't care about the crap customer service that is occurring here in the USA. Garbage company Headquartered in Zürich, Switzerland and one I won't do business with again.
Sonya Byrd
Jul 01,2024Ordered two pair of shoes on June 18th, one of them for a birthday gift in July, per their order timeframe I should have received them June 26th. As of today June 30th they still have not shipped and their customer service can only tell me the warehouse is experiencing a backlog. I don't appreciate being lied to, it's obvious from the sheer number of complaints that this issue has been going on for months now. Seems to me they need to look into contracting with a new warehouse. Garbage company and one I won't do business with again.
Nikolas Koehn
Jun 30,2024Terrible customer service and shipping. I ordered a pair of shoes for myself and a pair of shoes for my wife about 3 weeks ago. The order was supposed to arrive no later than June 22nd. It has now been three weeks since I ordered and the order still HASN’T EVEN SHIPPED. I have reached out MULTIPLE times and the only response I get is “we’re sorry for the delay” with ZERO explanation as to why my order still hasn’t even been shipped. I decided to cancel the order and they told me I can’t because the warehouse has already received the order. Well if that’s the case, WHY HAVE THEY STILL NOT SHIPPED? Absolutely ridiculous, I will never purchase from them again.
Förrlibuckstrasse 190 , 8005, Zurich, CH
http://www.on-running.com
Leon
Jul 12,2024Sowohl meine Roger Advantage als auch Rodger Center Court (199 Euro) lösten sich nach wenigen Monaten auf. Der Innenschuh hat an der Verse Löcher gebildet – absolut mangelhafte Qualität. Der Kundenservice von ON ist praktisch nicht vorhanden. Ich bin so enttäuscht und werde um diese Marke einen großen Bogen machen. Hier wird zunehmend an der Preisschraube gedreht, ohne die Produkte entsprechend hochwertig und nachhaltig zu gestalten. Schade!