On AG Reviews 3,278

This company stolen my money! They writing me the same message every time like a radio! Such the unprofessional support!

I asked to talk with a supervisor, I don't know if they even have one or is he sleeping and don't want to solve the problems??

Don't buy from this company!!

I will contact European Concumer Center regarding their such a disgusting relation with customer.

Purchased a pair of On cloud running shoes for £160. After wearing them for a week they started to squeak very loudly when walking so much so that people used to turn around !
I contacted customer service to be told “the warranty doesn’t cover squeaking” !! They wouldn’t even examine them to establish the defect.
Steer clear & spend your hard earned money on a well established & trusted brand

I thought my review might be unique, but it does look like a trend, reading through others.
My order from May 8 never arrived after almost 2 weeks, support is useless, asking me to wait a week more while they are resolving their issues with Royal Mail making it my problem vs their problem. Refusing to cancel order or do anything. To be fair as a good business which cares about customers I would prioritize getting order to the customer and dealing with your delivery service afterwards. But that’s not what is happening here, it’s way more convenient to do that in an expense of customers. Will return my order even if it arrives eventually and would better buy Nike. This brand doesn’t deserve even a one time purchase considering customer experience they provide.

I had an unauthorized transaction made using stolen card details with On.

I reported it immediately, but the company refused to take responsibility or investigate properly. Instead, they stated they could not locate the order from the bank transaction details and directed me back to my bank.

This is frustrating because the payment was clearly processed, yet no meaningful support or internal fraud investigation was provided. As a customer, I expected better handling of a confirmed fraud case.

At minimum, I would expect a merchant to be able to trace and freeze suspicious orders and assist in resolving fraudulent payments. That did not happen here.

Disappointing experience for a Swiss brand.

Be cautious if you are relying on their customer support for fraud protection

Spent $160 on a pair and immediately they started squeaking. Was told it would go away and I have walked 20 miles in them and it is louder. Not that comfortable to make up for price, noise, and quality. Shoes are starting to wear bad

The worst customer service from any retailer. Sent I faulty item back in Jan 26. Got an automated email to say the item had arrived and that a refund will be processed in the next few days.
3 months later I get an email telling the refund has now been processed. They blamed a technical error. When I complained, I got back a half hearted poor apology and the usual 20% off when I shop next. They had my money for 3 months and that’s all they offered! Shocking service. And looking at reviews everywhere, it’s clearly consistently crap. Avoid if possible. Dont waste your hard earned money with these clowns.

UPDATE 20/05: On AG replied with a generic template completely ignoring the facts. Your team explicitly admitted in writing that these are 100% genuine and "clearly illustrate a localized material issue." Under the UK Consumer Rights Act 2015, a retailer's "Global Warranty Guidelines" do not override statutory laws regarding manufacturing defects. You have admitted the product is faulty; hiding behind paper receipt bureaucracy for a verified genuine item is a breach of consumer trust. Escalating this to Citizens Advice.

Disgusting would never use again. 125 trainers delivered full of marks.

I returned the items, they confirmed that it's lost and I will received a refund. After some time I was contacted by their agent that I won't get my money back.
I have many proofs, screenshots regarding a refund.

Now I did not receive a refund, also items are lost. Items have been returned with ON return label.

Very poor customer service. Don't recommend.

Order ON685969786931

Worst everrrrr. Exchanged trainers didn’t recieve new pair. AVOID

I actually love on trainers - I have a few pairs which are great. The reason for losing stars however is every single pair I have (4) are different widths with the latest pair making my feet numb. I know a few people who have said the same thing- seems they've changed the fit since last year making them narrower - which makes no sense. Unfortunately this will lead to myself and others moving to other brands. Doing yourself out of customers

I want to provide a constructive warning for active people considering the On Cloudtilt Moon. When you first put these shoes on, the CloudTec Phase™ and Helion™ superfoam feel absolutely incredible—like walking on pillows. They are arguably the most immediately comfortable casual shoes I have ever slipped onto my feet.However, there is a major biomechanical caveat if you plan to wear them daily or stand still in them. Because the foam is ultra-soft and completely lacks a rigid structural plate (Speedboard), the platform is highly unstable. Over two months of daily use, my feet were constantly micro-wobbling to stay balanced. This forced my glutes, hip stabilizers, and lower back muscles into severe chronic fatigue, resulting in alternating hip pain and lumbar stiffness every evening.Interestingly, the pain subsides when walking outdoors (where the rocker sole keeps you moving), but it severely intensifies when standing still or relaxing at home afterward. My prior shoes were firm Eccos and Nike Air Forces, and switching to this extreme level of "mushiness" completely altered my pelvic alignment.Be aware that On Customer Service treats this strictly as an "individual compatibility issue" and will reject any warranty or exchange requests if you face this physical response outside their 30-day window.
Just to mention that I did purchase 2 pairs of Moon model of different colours and 3rd pair of different shoes.
Despite me showing support for the brand, other than offering a discount on future purchases there wasn’t any other options offered to resolve this problem.
Quite frankly disappointing and will not be returning or recommending this brand.

Ordered grey geo 6 waterproof,,, received black running shoes , contacted customer care who gave me the chatter but actually were a waste of time still trying to get what I ordered ,,,,, Just Avoild OC like the plague !

Shocking or non-existent customer service. For such expensive shoes, I would expect at least someone to read the emails I sent. Sent shoes back a month ago and after 1 month I got information that I was refunded but money never arrived, it has been 2 weeks now. Scam

My shoes shrunk. I offered to send them back so they could see. They refused. They said by email it’s a fit problem. My shoes fitted me when I bought them, but now do not. I’ve spoken with 6 different customer service reps, each one says the same thing. The care has been passed to Esrra, he or she hasn’t bother re contacting me for 10 days. I’ve asked to speak to there legal team but they are not able to transfer at all within there company, really poor for a company with an “happiness team”!! They are the worse company I’ve ever come across, they have no standards and don’t care. There products are sub standard it appears and shrink. But they said my feet have grown, I’m fairly old ! They definitely are not growing. Tomorrow we will be sending a court letter through the small claims court.

I’ve got 2 pairs all 4 shoes have a rip in the same place, I use them for running and walking, feel like it ripped after 2/3 weeks of having them, never been more disappointed with shoes. 10 outta 10 would not recommend if your planning on moving in them 🤗

I am 81 years old and I purchased my first pair of women’s Cloud 9 shoes for my trip to Thailand. Not taking a pair of hiking boots, I had no choice but to climb Dragons Crest Mountain in Krabi, wearing my Cloud 9 shoes. Three hours up and 3 hours down my shoes continued to be comfortable and sturdy. All they needed after was a good washing.
For anyone who has climbed Dragons Crest, you know it is a rigorous, difficult, straight up climb and dusty.

Shipping is ridiculous. 3 days to ship product out and by the worst shipping company. I'll never buy from ON again until they get rid of FedEx. Shoes are now 4 days late..

Honestly, when orderded from ON everything went terrible and wrong. I would like to start from the beggining. I bought three pairs of shoes from ON and in the day of delivery I of course was sitting at home,but my package from ON was not delivered even not by the end of the day,so I basically did not receive anything. It means I paid my money,but did not receive my package. I was waiting a few days more, but my package stil did not show up unfortunately. That was the point when I contacted ON support to resolve this problem as I did not receive my package I paid my money for...and when I was talking to one of their agents I was immediately promised a refund in 7 days since last track number update . Annalyn who was taking care of my case told me straightforward that I will need to contact them in 7 days to get my refund as this is their procedure. Than I texted Analynn after a week of waiting and.. did not get any responce and refund. That is why I tried to contact ON again. Than AGAIN I was promised a refund ,but from another agent - Abdullah. He said he forwarded this case for processing a refund and I will get it immediately, but the funniest thing is I still did not receive any refund in three weeks of waiting. ON promised me an instant refund in a week and they promised to resolve everything regarding my lost package in one week,but now it is more than three weeks of waiting . On support constantly ignoring my messages and mails, I am being ignored for more than 10 days now. I was promised an instant refund 4-5 times from different supoorts but they still did not process anything. Threats from consumer protection agencies have no effect on them. Cases can last more than 3 weeks when it was promised one one and refund but nothing of promises were fulfilled.
It's also worth responding to the ULTIMATELY DISGUSTING ATTITUDE TOWARDS CLIENTS!!!! as I already said earlier about customer support: constant ignoring and unwillingness to help, lies and a complete lack of clear help. Today I contacted ON after THREE WEEKS of waiting and agent said that "it seems you contacted us lots of times regarding the same lost package request and refund and that is why we will not help you with this refund" than this support manager immediately closed the chat. I tried to contact them again,but they texted the same thing and were very rude when xlosed chats.
This store is truly the worst I have ever dealt with. NEVER ORDER ANYTHING FROM THIS STORE!!!!!!!!!!!!! The support, quality of service, and customer service are simply terrible.Absolutely no help from them. They don't keep their word and simply blatantly lie to their clients. This is complete criminal liability, and I think it's unacceptable. I spent a lot of time trying to figure everything out and put lots of my efforts in it,but no results. There are a lot of reasons why I strongly advise against buying anything with OH and I didn't want to write this review until the very end, but very rude attitude of the support team forced me to do it...
This company is just making money off people and providing terrible services.

This was my reply on 27th match after 6 weeks of trying to get help from someone and its now
7th and still no reply no one been intouch I'm going to post all over social media

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Reply from On AG

Mar 27, 2026
Hello Michelle,

Thanks for sharing your feedback about your experience with On. We’re sorry to hear about the issues you encountered with your trainers and the difficulties with the claim process. We understand how frustrating this must have been and appreciate the time you took to provide all the necessary information and proof.

We’ll coordinate with our internal team to ensure your case is handled appropriately and resolved as quickly as possible. Please rest assured that we are here to support you and remain at your full disposal for any further questions.

Thank you for your patience and understanding.

Best regards,
Your On Team

Review of Evri

Michelle Halford
10 reviews

May 14, 2025

Verified
Not good
there wasn't anyone in so the lad left my parcel behind my husband car on the drive but didn't put a note to say he done that.i had to look on my camera so not good

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Reply from On AG

Mar 27, 2026
Hello Michelle,

Thanks for sharing your feedback about your experience with On. We’re sorry to hear about the issues you encountered with your trainers and the difficulties with the claim process. We understand how frustrating this must have been and appreciate the time you took to provide all the necessary information and proof.

We’ll coordinate with our internal team to ensure your case is handled appropriately and resolved as quickly as possible. Please rest assured that we are here to support you and remain at your full disposal for any further questions.

Thank you for your patience and understanding.

Best regards,
Your On Team

Review of Evri

Michelle Halford
10 reviews

May 14, 2025

Verified
Not good
there wasn't anyone in so the lad left my parcel behind my husband car on the drive but didn't put a note to say he done that.i had to look on my camera so not good

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Review of Virgin Media