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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
RC
Feb 14,2024Terrible company to buy online, since I opened my account I have never been able to buy as their checkout always shows the error message: "We are sorry, we can't process your purchase because your payment was declined. Please try again or use a different payment method". So I lost a lot of time because of this stupid message. I have checked all my data, edited, deleted, added again, tried different credit cards, PayPal - all have the same data which matches my name, and billing address - and also called credit cards inquiring why the payments were declined, but none of them got any charge attempt from On. So, I tried their support by chat, first the useless chatbot, and after a real human agent who suggested clearing all data and cookies, try an incognito browser, and other browsers, but none of them worked and I still getting the same error on checkout. The support was useless and never resolved the issue and I got an email from their financial team saying they found a flag on their system that left my account unable to complete any transactions. They never asked me for any document or made any effort to fix their system problem - now I'm worried about having my data in their poorly developed system and running the risk of having my data leaked. Maybe it was divine deliverance since here on Trustpilot it is lots of negative reviews about deliveries, returns, and refunds, it seems the company does not care about US customers.
Alfred
Feb 14,2024Ich wollte im Flagship Store Ersatz Schuhbändel kaufen. Vorab habe ich im Shop angerufen. Fehlanzeige die gibts nicht im 'Flagship' Store. Man sagte mir ich soll ein Formular ausfüllen... :)- . Teure Schuhe verkaufen aber der Service im Laden ist gleich null. Am Telefon wurde ich regelrecht abgefertigt. Die Schuhe (3 paar) gehen sehr schnell kaputt und die Innensohlen können auch nicht ersetzt werden. Zum Glück gibt es den Ochsner Sport , die havben mir im Laden einen ähnlichen Schuhbändel verkauft und Ihn gleich montiert. Das nenne ich Service. Ich werde keine ON Schuhe mehr kaufen. Grossspurig von einmaligen Customer Erlebnis sprechen aber nichts davon in die Tat umsetzen.
Andreas Gonschior
Feb 14,2024Zum wiederholten Mal sehr schlechte Qualität. Nach 7 Monaten löst sich die Sohle ab, On hat mir aber den Gewährleistungsanspruch genehmigt, vielen Dank dafür. Somit positive Bewertung
Not Pleased
Feb 13,2024This customer service department lies to cover their ineptitude! Their return/exchange policy is terrible, it would be better to get a refund and repurchase for quicker turnaround times. Called customer service and was told they would expedite my exchange order on a Wednesday, called back Friday and was told it was being delivered the following Monday. Called Monday for my tracking and was told it was still in processing? Lies and fabrications! Asked to speak with a supervisor and they would not get on the phone, still waiting on a call back, sad...
Konstantin Gawalek
Feb 13,2024Leider kann ich nur ein positives Gefühl bezüglich des Tragekomforts der Cloud 5 Schuhe äußern – mehr aber auch nicht. Nach nur etwa 4 Monaten Nutzung quietschen beide Schuhe während des Laufens, was nicht nur störend, sondern auch peinlich ist. Dieses Problem besteht trotz eines Reklamationsantrags mit Video-Beweis, der jedoch ohne Anerkennung von Qualitätsmängeln abgelehnt wurde. Es ist frustrierend, dass bei einem Preis von 150€ solch eine schlechte Qualität geboten wird. Eine Teilerstattung wäre hier angemessen, besonders angesichts der Tatsache, dass das Quietschen bei beiden Schuhen extrem laut und grell ist. Ohne den hohen Preis wäre dies womöglich weniger ärgerlich. ON als Schuhmarke kann ich leider nicht empfehlen. **Update** Trotz anfänglicher Frustration aufgrund der quietschenden Schuhe, hat der Kundenservice von ON sich nochmals bei mir gemeldet und mir großzügigerweise einen Gutschein für Ersatz angeboten. Die schnelle Reaktion seitens ON finde ich sehr gut. Ich hoffe, dass der Ersatz die Qualitätsprobleme behebt und zu einer besseren Erfahrung führt.
Ankur Patoliya
Feb 12,2024No refund issued after 2 weeks of return delivered to them. one of worst customer service people they have on board.they asking more time to verify the return and process the refund. what on earth taking such a long time to process the refund for them
Peter Friedli
Feb 11,2024Die Sohle ist zwar lässig. Aber das Profil ist absolut untauglich! Jeder Stein steckt sich fest. Und sowas nennt sich Sportschuh?!
Bruno Schellhaas
Feb 10,2024Ich habe in der letzten Zeit 3-4 Paar On schuhe gekauft und leider mit allen das selbe erlebt.Die Schuhe fallen alle an der vorderen äusseren Seite auseinnander und dies immer bereits nach einem Jahr.Anfänglich dachte ich an einen Einzelfall,was es definitiv nicht. Bei einer Preis/Leisungs Beurteilung zum jezigen Zeitpunkt könnte ich nicht einmal 1 Stern geben.
Barbara Boner
Feb 10,2024I ordered shoes January 5th for my husband. I received them on January15th. They were too small, so I immediately requested an exchange in size and sent them back for exchange that day. On received them back on January 18 (confirmed with tracking) and said allow 7 days for processing. I called them on January 30th. They were still processing. When I called again early morning on February 6th I asked for them to change the exchange to a refund since it was taking too long. They told me to allow 2-3 days for the warehouse to process. It is February 9th and I still have had no communication. This company needs to improve customer service and I would appreciate some type of response since they had no problem accepting my money over a month ago. I am currently looking at options including consumer protection laws within my state.
Barbaros
Feb 10,2024Working with and purchasing from dozens of brands, I have not had such a horrific experience with any other brand. It's not my intention to damage anyone's livelihood, but no other customer should go through this. This complaint can last pages, but I will try to save you some time. From the shipping delay, repetitive miscommunication, and any other aspect of this purchase, it has been a dreadful experience. For a company like On Holding to have this kind of customer service is surprising to see. I understand and respect that it might make sense for the business to outsource the CX overseas, but, this is unacceptable. Here's the flow: 1. Wrong order delivery estimation. 2. Refusal to cancel the order after seeing that the order will be terribly late (not shipped yet). 3. Further shipping delay. 4. Order gets lost (says delivered, with no communication) and customer service refuses to believe – asking me to go around the building to see if it is there. 5. Customer service is not even aware of which shipping provider was used. 6. Continous refusal to refund (where I have to wait for the grace period for the chargeback). 7. Order magically gets found in the shipping provider's office and gets sent back to the brand. 8. Return has already been received. Still no communication, no updates, or guidance on what to expect. Then, I receive a survey about how my interaction was? It sounds like they have the automation and outsourced customer service ready, with zero management. My mistake to not read Trustpilot before making a purchase. Ridiculous experience altogether.
Charles Foster
Feb 10,2024Shoes for exchange were received by On Running on 12-4-23, per FedEX and as is noted by the On website. For 3-4 weeks, the website said that the exchange was in process. Several calls were made to On "Customer Happiness" reps and I was told on each occasion that the shipping label had been printed and that the replacement shoes would be shipped within a couple of days. During the first or second week of January 2024, On reps said that the exchange had been cancelled and that my credit card would be refunded. The On website also reflected the cancellation and the pending refund. I waited approximately two weeks for the refund and received nothing. Since, I have made three more calls to On customer service at approximately one week intervals and have been told each time to expect the refund within 2-3 business days. At this point, and after purchasing six pairs of On shoes, I am not sure that I will ever get the refund. I love the shoes, but not the customer support.
FM
Feb 10,2024REALLY bad experience for a first order and the customer service is appalling - by far the worst I have ever experienced. Placed an order which never got delivered by Royal Mail and has been stuck in the same status since 31/01 - spoken to 5 chat advisors and 1 customer service advisor who keep using fob off explanations and passing the buck to one another. Nobody wants to take ownership and I’m still outstanding a refund of £350 with no goods!!! No managers available (because it’s Friday apparently) and they can’t get another manager to take over to resolve. All in all, shoddy service and no customer ‘care’ whatsoever.
Clemens Wemmer
Feb 10,2024Nachdem mein vierter On Schuh nun innerhalb von wenigen Monaten mäßiger Benutzung mal wieder für die Tonne ist werde ich auf jedenfall nicht nochmal den Fehler machen in die Schuhe von On zu investieren. Für einen 190€ teuren Schuh ist die Qualität wirklich unterirdisch. Nach zwei Wochen fängt die Sohle an sich vom Schuh zu lösen und von den ganzen anderen Stellen wo das Material nachgibt will ich erst garnicht reden. Mein Reklamationsantrag stieß auf viel Gegenwehr, man wollte mir erzählen ich benutze den Schuh Falsch und deswegen Löse sich die Sohle ab. Zugegebenermaßen habe ich den "Cloudwanderer Waterproof" mehr auf der Straße benutzt als in Geröll und Bergigem Terrain für den er angeblich ausgelegt ist, jedoch frage ich mich wie er das aushalten soll, wenn er bereits nach mäßigem gebrauch auf Asphalt den Geist aufgibt. Und Wasserdicht ist der Schuh auch nur die ersten paar Wochen bis sich die ersten Klebestellen lösen und Wasser durchsickert.
Boris Lorenz
Feb 09,2024In meiner Fimilie gibt es aktuell etwa sieben Paar On Schuhe, 10 weitere haben wir bereits verschlissen. Ich bin (war) ein großer Fan der klassischen Cloud mit Gummizug statt Schnürsenkel. Da man mit diesen Modellen aber bereits beim leichtesten Regen nasse Füße bekommt, habe ich nun mal die Waterproof Version gekauft. Leider quietschen die Schuhe grauenhaft. Und das nicht nur bei Nässe, sondern auch im Trockenen bei jedem Schritt. Das habe ich bisher bei keinem meiner (etwa 10) On Modellen vorher. Ich hatte überlegt, ob ich das Modell reklamieren soll, lasse es aber nachdem ich die Beiträge hier (vor allem die Antworten von ON) gelesen habe bleiben und werde wohl demnächst Brooks statt On als Alltagsschuh tragen. Schade eigentlich.
Daniel Blanco
Feb 08,2024I purchased a pair of sneakers for my girlfriend as present towards her knees injuries and recovery, she lives 6 hours away on flight, logically I paid Express delivery as the website indicated the date. Today was supposed to arrive and didn't even left their warehouse yet (not shipped), I called to confirm and they started to talk about arriving on the 12th, unacceptable because I paid to receive on time and take on the flight with me. The first agent was useless, declined to help in any way, to expedite the order, to cancel the order or allow me to talk to the manager claiming "wasn't in the office". Only saying I'm sorry, like that would cover the plane ticket and all expenses, and definitely I don't see ON calling me to pay for another trip. I was reached over the phone because I sent the company a message complaining on the subject, I think was the same agent, told him to hold while I took another call and hung up. I reached back and a second person handle the situation better and offered to cancel the order and refund the money once posted. It wasn't ideal but explained there was "no way for ON Running to provide the shoes on a physical store", I truly cannot believe this, at their own brand store? I could have just pick them. Now, what bothered the most is she stated "Express" delivery wasn't accurate, had to ship first, that would be FALSE ADVERTISEMENT because their website provides a date and doesn't disclaim any inaccuracies on deliveries, if not, why would you pay extra to get the product on time? this needs to be fixed and I cannot believe a company of such magnitude cannot uphold to their commitments. I truly want to speak to a rea representative of the company, not a person in a call center and be heard.
Ahmed Abdalla
Feb 07,2024I ordered.cloud 5 online , it was meant to be delivered on Monday Feb the 5th , I recieved an email saying that there will be a delay in delivery , checked on thier website on Feb 7th to find out that the order is not even prepared to ship , I placed the order on January 30 and since then the status of the order didn't change . Are they advertising goods that they don't have or don't have the logistics for it ? That's very sad as thier shoes looks good and I think they are making good profit , they need new management
Red
Feb 06,2024Nep website gevonden! LET OP: on-running-nederland.com IS FAKE Bijna een bestelling geplaatst voordat ik het in de gaten kreeg. Het ziet er volledig echt uit totdat je bij de betaalpagina komt en er wat rode vlaggen tevoorschijn komen, trap er niet in.
James G
Feb 06,2024I returned 2 pairs of shoes - they were never worn nor taken out of the box (it was a Christmas return). These shoes were received by On at its warehouse on Jan 2, 2024. Now it is Feb 5 and I still do not have a refund. Customer service says it takes time to check the shoes and issue a refund. 5 weeks is unacceptable- never have I had such a terrible return experience. Customer service people while polite have no authority to do anything. Good shoes but terrible customer experience.
Lora Tilson
Feb 06,2024Placed an order that said "Order by tomorrow and receive by Christmas" Did not get by Christmas. Then the pants did not fit, so we sent them back. They received the pants to the warehouse on January 2nd. Stated it takes 7-14 days for the warehouse to check them and make sure they are returned appropriately. Did not officially get checked in with the warehouse until January 24th (22 days later). Agent then said 2-4 days from warehouse receiving we will be credited back our account. Today is February 5th (11 days later) and still not credit. Spoke to them again today and they asked me to be patient and give them another 2-4 days. What the hell is going on with this company!!?? It has been 34 days since the company received back their product and they still have my money which is over a $100 for a pair of pants!! I have spoken to 5 different people over the course of this 34 days and all of them have tried to be nice, but the bottom line is no one is actually getting the job done!!!
Förrlibuckstrasse 190 , 8005, Zurich, CH
http://www.on-running.com
Ralph
Feb 14,2024The worst experience buying online and took over 25 days to refund money on a canceled order that was never shipped to me. Started by purchasing a set of shoes in the early morning. I tried to cancel within 15 minutes as the website said I was allowed to. No luck. Supposedly already processed. No problem?!? I called first thing when they opened to cancel. Well.... when your customer service department is across the ocean and your warehouse is my time zone, you can imagine what cluster...k that followed. They couldn't cancel. I doubt the product was even pulled from the inventory but either way they proceeded to ship the product out and shipped it back to themselves. Very efficient HUH?!? 10 days later, still no refund. So I call again and explained what happened. CS let me know that it would take another 5 to 10 days for a refund. WHAT?!?! for something that never shipped??? Requesting to speak to Supervisor, I got on the LIST to be called back. Hours, days, NOTHING. I call back again, now 20 days into this fiasco, and again no Supervisor available. Well I'll wait until one becomes available strategy works. I talk to her and share my opinion. 25 days later I'm still waiting. Calling my CC company to dispute the charge.