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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
David Feeney
Jan 19,2025Purchased a pair of trainers last month and they arrived after a delay - no big deal. Unfortunately they weren’t my size and a little clumpy so I returned them. I returned them same day and the warehouse received them two days later. I have now been waiting two weeks for a refund or any sort of communication from the company, when i chased it up through online chat I was told it would take a minimum of 14 working days to return my money. It is a ridiculous timeframe that should put anyone off buying from them. Trainers at the price they charge come with an expectation you are receiving a decent service and this hasn’t been the case.
Timm Engelhardt
Jan 18,2025Sehr guter Tragekomfort, doch die Langlebigkeit könnte verbessert werden. Seit einigen Jahren trage ich hauptssächlich On Schuhe und finde sie sehr bequem und möchte sie nicht missen. Die Haltbarkeit hat in den letzten Jahren doch etwas nachgelassen, dennoch bin ich bei berechtigten Reklamationen immer auf Verständnis gestoßen.
zohreh Benn
Jan 18,2025They are AWFUL AVOID AT ALL COSTS. I paid £210 for size 6.5 shoes and they sent me a size 9 in a discontinued shoes! Refused to refund me and I had to claim it back through my credit card company. I don't know who runs this business but they are awful and customer service is unhelpful and entitled. AVOID AVOID AVOID
Senem ALAGÖZ
Jan 17,2025A complete disaster. We purchased shoes from their store and had them shipped to our home. However, a different size than what we ordered was delivered. We requested an exchange and sent the shoes back. Despite waiting for nearly a month, the shoes never arrived. When we contacted them, we requested a refund. They agreed and asked for the payment method. We told them it was made by card. Later, they contacted us via email saying they couldn’t process the refund to our card, which is still active. They requested the invoice, which we provided, but we still haven’t received a response. We’ve paid for the shoes, but we don’t have them!
AM & RB
Jan 17,2025HORRIBLE AND WORST CUSTOMER SERVICE EXPERIENCEMy with On Running’s… My experience with On Running’s customer service in late 2024 was nothing short of disastrous. In September 2024, I made a purchase from on.com, expecting a smooth transaction and quality product. However, what followed was a series of frustrating events that left me questioning the company’s commitment to customer satisfaction. When I decided to return the item in September 2024, I encountered numerous obstacles. The return process was unnecessarily complicated, and the company’s 30-day return policy seemed to be applied inconsistently. Despite following their return instructions meticulously, my attempts to receive a refund were repeatedly declined without clear explanation. The customer service representatives I interacted with were unhelpful and seemed poorly trained to handle customer issues. Hold times were excessively long, often exceeding the promised 3-minute average. When I finally managed to speak with a representative, they were unable to provide satisfactory solutions or even basic information about my order status. Multiple attempts to resolve the issue through On Running’s official channels proved futile. The lack of communication and transparency was appalling. My order details mysteriously disappeared from my account, leaving me with no way to track or verify my purchase. This level of disorganization is unacceptable for a company of On Running’s size and reputation. The constant back-and-forth with ineffective customer service representatives was exhausting and time-consuming. It felt as though the company was intentionally making the process difficult to discourage returns. This experience aligns with reports from other customers who have faced similar challenges with On Running’s customer service. After weeks of frustration and numerous declined credit attempts by On Running, I had to resort to involving PayPal to finally secure my refund. It’s disappointing that a third-party service was necessary to resolve an issue that should have been handled efficiently by On Running’s own customer service team. In conclusion, my experience with On Running’s customer service was abysmal. The combination of shipping delays, unresponsive customer support, and a nightmarish return process has completely eroded my trust in the brand. I would strongly caution potential customers to consider these issues before making a purchase from On Running. This experience has ensured that I will not be a returning customer, and I urge the company to seriously reevaluate and improve its customer service practices.
client(e)
Jan 16,2025Nul achat réaliser en décembre magasin des champs Élysée. Après 2 lavage en machine à l’eau froide le sweat et le jogging bouloche. Je n’ai malheureusement pas conserver le ticket de caisse mais j’ai bien l’achat dans mon relevé carte bleu. Passer votre chemin ce n’est pas de la qualité du tout. Je suis dégoûter au vu du prix. Réponse suite : Je vous remercie pour votre retour mais mon sweat et mon jogging sont tous les deux dans le même état et ce après 2 lavage machine à l’eau froide, et comme je n’ai pas conservé le ticket de caisse je n’ai pas de garantie possible. A mon grand regret je pensais tellement que c’était de la qualité. D’où mon avis à 1 étoile je suis tellement déçue de la qualité de vos produits. Je m’attendais vraiment à mieux au vu du prix.
Wilfried Guski
Jan 16,2025Nachdem ich nun 6 mal ON Schuhe gekauft habe mit Zufriedenheit wollte ich mein Weihnachtsgeschenk reklamieren. So ein Theater im Internet mit Chat etc. habe ich noch nicht erlebt. Mit Fotos von den Sohlen und innenliegendem Etikett. Dann passiert nichts weil ich das alles nicht absenden konnte. Funktioniert nicht.
Marcio Silva
Jan 16,2025I am writing to express my dissatisfaction with ON Shoes. I purchased my first pair of Cloudrock Waterproof boots primarily for their comfort, as I had undergone Achilles tendon surgery. While I am satisfied with the quality of the product itself, I am deeply disappointed with the company’s after-sales service. My first negative experience occurred when I needed replacement laces after one broke. Unfortunately, there were no original replacement parts available. I reached out to customer service for assistance regarding my tendon issue, but the best offer I received was a 20% discount on a new purchase. Despite this, I decided to buy another pair of boots due to the overall quality of the product. However, upon receiving the new boots, I was surprised to find them wrinkled and noticeably different from the photos on the website. When I brought the issue to customer service, they requested photos for verification and insisted that the product was "normal." This response raises serious concerns. If the product is truly not defective, why does it look so different from what is shown in the website photos? There are two possibilities: either the product is defective, or the marketing team has failed to accurately represent it. Given the poor customer service, I have decided to return the product. Great companies should have a better understanding of their customers' needs.
Sarah Kirkby
Jan 15,2025Purchased as a gift and returned as they were too narrow. The company received them on 01 January and I have still not received my refund
Ernesto Brawand
Jan 15,2025I never had, for the simple procedure of returning an item, to follow such a complicated and dissuasive procedure. In short, I have to do THEIR JOB to see if the item can be returned. In the past I bought On Cloud shoes from DEIN DEAL and as the size was wrong, my mistake, the item was simply returned. So, the message is clear: NEVER BUY DIRECTLY FROM ON CLOUD. So far, I have spent more time on trying to get the item returned as it costed me. My time means also money…… On top of it, everything is in English. Great, so you think all Switzerland speaks it…… another way to dissuade people not to return an item
D O GORMAN
Jan 14,2025Bought on cloud2 running shoes. Tbf they do feel very cushioning but that's where the good points stop. The runners cut my heels and the toe area is narrow and feels terrible when wearing on a long walk. At a top end price point of 190 euro I'm very very disappointed. I most certainly won't be buying anything from this company again... I'd give this product a 1 star
Danny Bloom
Jan 13,2025When a trainer cost £160 there are expectations. The trainers squeak loudly when walking, even in dry conditions. I have a substantial trainer collection and none of my other trainers squeak (brands including Nike, ASICS, Todd, Hogan, Hoka, new balance to list just a few). On Running are not interested in dealing with this and insist there is no defect with the shoes. However, my wife's On trainers also squeak, I met someone in the street and heard his On trainers squeaking so there is a clear defect.
Lidia De luca
Jan 12,2025I wish I d seen the reviews first,but I just bought a pain of Cloudnova and they are the most uncomfortable trainers I ever bought! They are nothing like a cloud! Contrary,they are stiff and hurt your feet. Don't waste your money
s cee
Jan 12,2025what a ridiculous company that's beyond comprehension. My running shorts $199 is missing during delivery and ON just refuse to refund my lost running shorts despite UPS confirmed the package loss and issued the claim to ON, you took BOTH my claim from UPS for the lost package and the money I paid for the running shorts which you refuse to process the refund or reply to any of my emails even before receiving my lost package claim from UPS. Now that you profited off the money I paid for the item and the issued UPS claim, you still refuse to reply to my emails for "if UPS confirms the package's loss, we will promptly refund your purchase in full.". The way ON run their business is very immoral and unethical (ironic)- use buzz words like "ethical" and "sustainable" to attract attention, yet do nothing to live up to those claims. It's all a big scam and it's just really disappointing that we are pretty much pawns in funding ON founders' EXTREMELY luxurious lifestyle and don't even get the benefit of high quality (yes your apparels and shoes I had all fall apart even with meticulous care and handwashing), long lasting clothing or reliable customer service in return. YOU ARE A SCAM COMPANY. THE QUALITY SUCKS AND REFUND ME THE LOST PACKAGE ALREADY for god's sake! SHAME ON YOU.
Eric Gryszkowski
Jan 12,2025I bought two gift cards on Christmas Day for my sister and Brother in law… Never received them until January 4th. During that time I was mocked by customer service and the “manager” on staff. Then on January 4th, my gift cards were $150 short. It’s now Jan 11th, the email team refuses to respond to me, when I call into customer service the manager is never available and I have to schedule a call back that never comes… If I refuse to get off the phone, the manager will come on and state they can not issue me the correct gift cards and will refer me to the “email team”. I have bought thousands of dollars worth of clothing from this place, every Christmas/Birthday I always hook up my family with a pair of sneakers… Never will I again. I explained that to a manager on the phone, response was “I’m sorry you feel that way”. Not once was a cursing or disrespectful. They offered me 20% off laughing while they did it for future purchases… I declined. Not one ounce of this is made up. I hope they screened my calls
Tobias Grün
Jan 12,2025Das waren jetzt meine letzten Schuhe von On. Nach 6 Monate. Reißen die Schuhe rechts und links auf. Das tolle ist, dass ich die Schuhe nur in der Arbeit trage und nicht zum Laufen. Bei dem Preis stell ich mir was anderes vor. Es handelt sich dabei um einen Cloudrunner.
Jay Dagher
Jan 11,2025IT IS A SCAM!!! BEEN MORE THAN 6 WEEKS SINCE I PLACED MY ORDER AND HAVEN'T RECIEVED YET! NO RESPONSE FROM CUSTOMER SERVICE AND NO HELP IN TRACKING IT! THEY ARE A COMPLETE SCAM. DONT ORDER
Carlos L
Jan 10,2025Awful company. I bought trainers at ON which developed a fault, got given a gift card - all seemed ok. I Ordered new trainers with the gift card and my order was cancelled (I checked the status myself, no notification of the order being cancelled). I called ON and all they offered was 'subscribe to our newsletter to know of future releases'. I asked if they could find me a pair and 'no' was their answer despite the trainers being available in other countrys. What the hell are you guys playing at. I will NEVER buy anything here again. I will be contacting the retailer which sold me the trainers and demand my money back - not your gift cards, as I refuse to ever shop here again
Suzanne Beresford
Jan 10,2025Awful customer service. I ordered 3 pairs of trainers different sizes and kept 1. The company recieved my return back 23rd December and still haven’t refunded my money! Been in touch multiple times with no resolution! Now I am £280 out of pocket. I would never leave a bad review but I want my refund. This is my last resort
Förrlibuckstrasse 190 , 8005, Zurich, CH
http://www.on-running.com
Ms S Forbes
Jan 20,2025Ordered running shoes but unfortunately they were too small, returned requesting a larger size. ON received my return on 02.01.2025 and to date (19.01.2025) I have not received my exchange pair. Endless online chats with no resolution. I now want a refund as I am so fed up waiting. No contact details available. ON, please contact me and refund my purchase. Thank you