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On reinvented the running shoe to put you one step ahead of evolution. Start running on clouds. www.on-running.com
Reviews 814
Kim Richards
Feb 08,2025The service is terrible. DO NOT BUY from them. They promise a refund up to 14 working days from the return, I have still not recieved mine. On speaking to them they are all goodness and polite with apologises and then say it is in hand and for me to chase again if I don't receive the refund. I believe they do this to hope that the customer in their busy life gives up or forgets . My advise is DO NOT BUY from them
Bobbie Crabtree
Feb 07,2025I received a pair on on cloud shoes for Christmas. I hate the color. I never even put my feet in them. I don’t want a refund, simply to exchange. Customer service said NO! They were bought early I know, but it was for Christmas. Terrible customer service. I’ve bought many pairs as gifts. Never buy anything from them again!!!! Extremely dissatisfied and disappointed in this company.
Jeroen Smeets
Feb 05,2025I went for the Cyclon subscription model and pay 30 euros a month. But the first pair sent to me was worth less than 30 euro. Full of stains, the scent of smelly feet and soles full of mud. The worst customer experience ever, I was expecting a new pair te be recycled after 6 months, not a pair already worn out by a stranger. Which company in their right mind thinks someone wants this. Update: after contacting on cloud it’s solved
I. Kurz
Feb 05,2025Ich habe mir das erste Paar On Schuhe auf Empfehlung meiner Kollegen gekauft. Im Fachhandel für sehr viel Geld. Nach 10 Monaten hatte ich auf beiden Seiten oben am Schuh Löcher. Hatte zum Glück noch den Kassenzettel und habe sofort reklamiert. Der ganze Prozess hat 2 Monate gedauert. Das Ende vom Lied ? Eine Teilgutschrift, weil angeblich die Sohle abgenutzt sei. Ich arbeite nur Teilzeit und die Sohle sieht aus wie neu. Ehrlich gesagt nie wieder. Da kaufe ich mir lieber Nike oder Adidas. Die sind umberwüstbar und deutlich günstiger und qualitativ On weit überlegen.
Babek Krüger
Feb 05,20252025: am 27.1 einen Schuh bestellt und bezahlt. - am 29.1. Geliefert - der Schuh fällt größer aus wie erwartet. am 30.1. den Schuh problemlos wieder zurückgeschickt, dieser ist am 1.2. im Lager angekommen. - am 5.2 (Status "im Lager Angekommen") habe ich einen Chat mit On Ag gestartet mit der Frage warum die Ware so lange im Lager "rumliegt" worauf mir freundlich mitgeteilt wurde dass Rücksendungen eine Bearbeitungszeit von 14! Tagen haben und erst nach erfolgreicher Rückmeldung aus dem Lager mein neuer Schuh (vielleicht) verschickt wird. "Vermutlich wird der Schuh um den 20.2 geliefert"... WHAT? - Es kann sein dass ich ein wenig "Amazon" verwöhnt bin - aber dass riecht mir sehr nach drittklassigem Dropshipmend... - die Rücksende-Adresse ist "Kühne und Nagel" evtl. ein Dienstleister - und Gefühlt nach 2 Wochen habe ich immer noch keinen Schuh - dabei wäre es einfach: Wenn die Rücksendung im Lager ankommt, bitte den neuen Schuh wegschicken? - wo ist dass Problem? - 14 Tage Wartezeit im OnlineBusiness2025 ist für mich ein NoGo! - keine Empfehlung - keine weiteren Bestellungen Online über diese Seite oder diesen Shop mehr. Nachtrag: leider nicht wie im Kommentar von ON "Bemerkt" - mein Fall wurde noch nicht bearbeitet - der Status ist nach wie vor dass wir auf eine Antwort vom Lager seit dem 1.2.2025 warten...
Michelle
Feb 04,2025EDIT: Its been almost 72 hours and I still await a reply from Nina in customer services who has gone AWOL. On clearly do not want to deal with complaints, hence the 2300 of them on here!!! Apparently the issue is due to my gait and the environment I run in. I have asked what gait and environment these trainers are indeed suitable for?! but obviously they can't answer that! Oh wow! Why did I not check on trust pilot before buying my trainers! 1.4* says everything! I am a firm believer of giving a company a fair chance to resolve an issue, however my experience has been nothing short of diabolical. My £170 trainers have started squeaking each time the heel compresses. It's both irritating and embarrassing! especially walking around the gym. Having spoken to friends at the gym, 3 others have reported the same issue with their cloud monsters and all received a refund. But On are refusing to refund me! I am not sure what I have done differently? I also note that having been on the running forums on the internet this appears to be a common fault. Again many have been refunded for this...but not me???!!! This is my fourth pair of On shoes and to be honest they have all been a disaster. I was an early adopter of the On walking boot, which developed a hole after a few months. I then purchased some walking/waterproof shoes which fell apart and now my most expensive shoes have developed a squeak. Honestly from speaking to people many are moving away from the brand as they too have had similar experiences. I really hope this review stops others falling into the same trap. I might also add I was disappointed that Jarred from customer services saw fit to end our dialogue and ask for a review of his performance leaving my last email unanswered. A rather bizarre thing to do. But understandable when you cannot actually justify why others have been refunded and I haven't?! There are so many other brands out there - please don't buy from On.
Guest
Feb 04,202516 days and still no refund Despite countless assurances my refunds will be actioned, I am still owed hundreds of pounds from several returns that were sent back 18 days ago and received 16 days ago Online chat and customer service take no action. Promise to come back to you and don't
MK
Feb 04,2025Just love the brand!
KP
Feb 03,2025Maybe I got lucky but I had an excellent experience when I returned an Item , yes I did follow up with them regarding the refund but to be fair my refund was in my bank account within their stated timeframe. In addition the very friendly and helpful staff I spoke with were very helpful and great communications and followed up with an email.
Aimee
Feb 02,2025Do not order direct from this website! I ordered my trainers but they came up too small (my usual size) and now it’s been over 3 weeks and I’m still waiting for my refund!!
D. Inderd
Feb 01,2025Ich habe mir zum ersten Mal ein paar On- FlyerSchuhe im August 2024 gekauft! Die Schuhe habe ich maximal für 80 km getragen! Nach weniger als vier Monaten löste sich das Fersen Polster! Herr Schuh ist so nicht mehr zu benutzen, da ich mir Blasen an den Füßen laufe! Es handelt sich hier um billige Mangelware, ich kann nur davor warnen, sich On Schuhe zu kaufen!
david
Jan 31,2025Trainers returned for refund. They say it is 14 working days and do not include weekends even though they sell on weekends. Appalling service via chat who cut us off when not liking the questions. Avoid at all costs. Update on response below: I have provided the both order numbers and after 14 working days still do not have a refund and once again the chat facility cuts us off after the initial question. I reiterate the very poor service despite a nice response.
Josh Simpkin
Jan 31,2025Abhorrent customer services, was told to wait upto 14 business days to wait for a refund to appear in my account.. It's now 15 days and still absolutely nothing.. Chatbots are useless and I've had to instruct my bank to try reclaim the money back that's how bad it is! Not cheap at £150 a pair and when they take my money instantly yet can't return it in the timeframe they have stated it makes me wonder how many thousands of pounds they must have in their bank account that isn't actually theirs. Look like nice trainers, but you have to follow up with quality customer services and a easy returns process which unfortunately with this brand has been the worst online shopping experience in my life.
Tom Keane
Jan 31,2025After wearing my shoes for about 3 months I cannot wear them anymore because the squeaking is unbearable..after a year I complained and was told I need an order number..I purchased them in a local shop and I wasn't gave an order number so I'm stuck with these squeaking shoes that I can't wear😡
Katrin Baage
Jan 30,2025Ich hatte die Cloud 5 wasserfest für Danen. Die Schuhe waren nach dem Einlaufen extrem bequem. Leider löste sich nach nur 5 Monaten auf beiden Seiten die Sohle am Hacken, schon von Anfang an quietschten sie bei Nässe. Für 180,- Euro-Schuhe ist diese Billigverarbeitung beschämend. Wenigstens habe ich zügig mein Geld zurückbekommen, ON kennt das Problem inzwischen bestimmt bestens.
Emma Whitaker
Jan 30,2025So, I have nothing but an incredible experience with the team at On. My first pair were too small, so did an exchange, super easy. This exchange was then stolen during delivery. It took less than 5 days for On to report this, and get a replacement pair on my doorstep. It was honestly a 10/10 service. Thank you!
M Cob
Jan 29,2025Do not order direct from website unless you are 100% sure of the shoe and size you want. Sent mine back to exchange size and it is now two weeks and no exchange no refund and no communication. If you are set on getting trainers from this company I would go to physical shop. Customer service is shocking/non existent. I wish I had read the reviews here first. It does state on their website that exchange/refunds can take up to 14 business days which in this day and age is ridiculous. Also I still don’t have any idea when I will get my money.
Marc Tibu
Jan 28,2025Leider leider lässt die Qualität echt zu wünschen übrig! Die Sohle löst sich leider relativ schnell und die Schuhe sind schnell abgetreten. Preis/Leistung passt absolut nicht.
peter
Jan 28,2025Diabolical Customer Service. i ordered a pair of shoes for a Christmas present. the size 4 was way too small for the person who wears size 4 in every other shoe so i returned them. The company acknowledged receipt of the shoes in good order on 2nd January. Today is the 28th January and they still haven't refunded payment. Customer service is non existent in any beneficial form, it would appear their main job is to placate customers and stall them for as long as possible before refunding!. I gave a 1 star review because there was not an option for NO STARS!
Förrlibuckstrasse 190 , 8005, Zurich, CH
http://www.on-running.com
Catherine F A
Feb 08,2025Horrible customer service... I ordered a pair of ON online through their website, shoes are too small so I exchanged them. They received the pair and after more than 10 days of chasing them via the chat, their online bot has cutting me off. After such a bad customer service, I would like a refund but no one is answering me anymore. Update: ON replied on trustpilot but didn't contact me privately... useless customer service