On AG Reviews 3,279

100% not a trustworthy company. I purchased £1150 of gym items from the On using my Amex. Returned all the items as they didn’t fit properly in the original packaging unworn and in the correct timescale.

I then got confirmation of receipt of my return.

Despite that I have still no refund 10 weeks later. I have sent numerous emails and they keep giving me the runaround. Absolute thieves. BE Warned!

I will try and get Amex to get me my money back.

Just terrible customer service!!!! I finally got a hold of someone. My year old, On Cloud shoes are still usable, but one of the elastic shoelaces snapped. They are slip on shoes, no need to lace as the laces are built in.
The lady was like, oh, yeah we've had a lot of complaints, but we do not offer replacement laces. Keep checking stores and our website cause we might offer them in the future.
Thanks a lot! $150 shoes down the drain!!! Do not buy. I won't ever again.

I purchased the On Cloud (pearl white) and only wear indoors at work walking around all day in healthcare. This is the second pair that have ripped on the material part of runners (toe part). Claims will not even consider sending a replacement without proof of purchase even though I have summitted clear pictures. I have also sent all the product information (tags etc.). They have closed my file and won't help at all. I do not recommend buying these shoes poor quality and costumer service - especially after paying $180. Total garbage.

I rarely write negative reviews, but this experience has been frustrating enough to warrant one — especially for a brand positioning itself as “premium.”

I submitted a warranty claim for a pair of On shoes that developed a clear defect after minimal use. The claim was initially rejected as “fit-related” and “normal wear and tear,” which already felt questionable based on the actual condition of the shoes.

However, what makes this situation particularly concerning is the complete inconsistency in how claims are handled:
• An identical case (same model, same defect, similar usage) submitted by a relative at the same time was approved and acknowledged as a manufacturing defect, with a €160 voucher issued.
• My claim, despite providing the same level of documentation (and more), was repeatedly rejected.
• A separate On representative later reviewed my photos and explicitly stated that the defect should be covered under warranty — yet no resolution followed.

So the same company:
• Approves the defect in one case
• Rejects it in another
• Then internally contradicts itself

On top of that, the customer experience has been extremely poor:
• Long response delays (days without replies)
• No clear ownership of the case
• Repeated requests to “re-explain” the situation
• Claims that internal cases cannot be reviewed or compared, which is hard to believe for a global brand
• No meaningful escalation despite multiple requests

At this point, the issue is no longer just about the shoes — it’s about lack of consistency, accountability, and basic customer care.

For context: I’ve been a loyal On customer for years and purchased multiple pairs without ever needing to file a claim. This is my first warranty request — and the experience has been surprisingly poor.

What would resolve this:
• A proper senior review of the case
• A clear explanation for the inconsistent decisions
• A fair and consistent outcome aligned with how identical claims are handled

Until then, it’s difficult to trust the brand’s stated commitment to quality and customer satisfaction.

The shorts developed visible spots immediately after the first wash, which is extremely disappointing. At this price point, I would expect far better quality and basic durability. This is clearly a defect in the fabric !

What makes this more frustrating is that I own several other pieces of ON clothing, washed under the same conditions, none of which have developed any issues. This strongly suggests the problem is specific to this product.

I reached out to customer service but received no meaningful resolution. Very poor quality control and equally disappointing customer support.

I kept four pairs of trainers and returned three. One pair of shoes did not arrive. They are now not refunding me for trainers returned which they have to resell and not refunding for trainers I have not received, again with proof.

I have never come across anything so unreasonable and shambolic. They are stating because I am returning too many pairs they will not credit my account. So if the trainers do not fit they will not refund you!! They are in breach of distance selling laws.

They will be reselling the trainers I returned!! I do not see how they can do this, and admit to it!!

I will pursue the company legally as they cannot behave like this.

Order some trainers, they didn’t arrive, they are showing as delivered, and they are refusing to refund me! I’m taking them to the small Claims court and I’m preparing to file now. Be very careful when ordering from this company. The last pair I bought back in 2023 or so from a store in Switzerland lasted about two months. I thought I’d give them another go as some of the reviews look good, but definitely don’t make the same mistake as me.

I’d seen these trainers advertised and thought they look good, sound great for running and the gym so my mother In law got me them as a Christmas present. First pair arrived ( a size 4) as that’s what I usually am, except I couldn’t get my foot in them, so I returned and went up to the next available size, still the top of the shoe kills me on my right foot but is absolutely fine on the left. Still very hugging though. Never had this with any other brand.
Then after about 6 months I noticed a hole forming in the end of the trainer, as it’s breathable fabric, not solid, which obviously is getting bigger everytime I wear the trainer. As these were a gift I couldn’t return them or complain or resolve any of the issues I’ve had with them, so shortly they will be in the bin. I’ve only had them a year. And they aren’t worn every day. Would I buy this trainer again? I aren’t entirely sure, I feel some adjustments need to be made around the end of the trainer as it probably has happened to others. And the sizing.

I am a loyal customer with multiple pairs of On shoes, but my recent experience with order ON780571520931 has been a masterclass in terrible customer service. I returned a pair of Cloudtilt shoes (Midnight | Ice) within hours of receiving them, and the return was officially acknowledged at their warehouse on 21st March 2026. It has now been nearly three weeks, and I am still fighting to get my money back.

I have sent "miles" of emails chasing this and have been passed between multiple representatives—Nora, Carol, and Gel—all of whom provide the same scripted, unhelpful responses. Despite multiple requests to escalate this to management and raise a formal complaint, no one seems prepared to actually look into the matter or expedite the process. To make matters worse, my latest check suggests the return hasn't even been properly registered in their system despite their previous confirmations.

When competitors like Hoka can process a refund in three days and Amazon can do it almost instantly, On’s 3–4 week timeframe and lack of transparency are completely unacceptable for a premium brand. It is scandalous that I have to work this hard to get a refund for a product I never even tried on. Save yourself the headache and buy from a local retailer or a different brand entirely.

Order Number: ON780571520931
Date of Experience: April 2026

Shambles of a company.

Ordered two pairs of trainers almost 3 weeks ago. Items arrived two days after ordering and upon opening the box, there was two completely different trainers in size 5UK Ladies.

3 weeks later with multiple emails and phone calls, I do believe customer service is non existent…….

Extremely disappointing experience.

I returned a pair of shoes (over $230) using the company’s exact instructions. I used the QR code they provided and dropped off the package at a FedEx Walgreens location. The QR code was scanned, the label was printed, and I was given a tracking number.

Despite following everything correctly, the company is now refusing to issue a refund. They claim the tracking number is not linked to their system and are placing the responsibility on me.

This makes no sense. I only had ONE return and used the ONE QR code they provided. The tracking clearly shows the package moving through FedEx and even reaching Miami, yet they still deny responsibility.

To make things worse, one of their employees previously acknowledged the issue may have been on their side. Now they are contradicting that and blaming the customer.

I have returned many items with other companies and have never experienced anything like this. This is by far one of the worst customer service experiences I’ve had.

I will not be purchasing from this company again.

Response to on : Hi,

Thank you for your response.

I want to clarify that I have already provided all the required information multiple times, including the QR code, tracking number, and proof of drop-off.

I followed your exact return process. The package was accepted by FedEx, and I was issued a tracking number at the time of drop-off. The tracking clearly shows the shipment in transit.

However, your team has already denied my refund and closed the case, stating that the tracking is not linked to your system and asking me to contact FedEx myself. This is not reasonable, as I used the return method provided by your company.

I will wait for your email, but please understand that I expect a proper resolution this time. I will also proceed with my dispute if this is not resolved promptly.

As seen by everyone else's reviews - customer service is awful.

Ordered 3x shoes, 2x arrived and 1x of these were damaged.

Took ages to get a code to return the 2x, awaiting a refund, and then had to do a charge back for the 1x.

I’m extremely disappointed with my experience.

I waited for months for my size to be restocked. When it finally became available, I immediately placed my order and was really excited about these shoes.

Then, just two days later, my order was suddenly cancelled. When I contacted customer service, they told me the item was actually out of stock.

This is very unprofessional. I ordered through their official website, so I expected their stock to be accurate.

It would have been appreciated if they had offered some kind of customer friendly gesture, such as a small discount voucher, especially since this situation was due to inaccurate stock management on their side.

Very disappointing experience.

I bought hiking boots costing £190 less than three years ago which I have worn five times. These were advertised as waterproof (named the "Cloudrock 2 Waterproof"). However, when hiking in wet conditions my feet are completing sodden almost immediately on contact with water.

I alerted On of this and they have not offered to replace the boots, despite the fact that they are clearly not waterproof as advertised and that I am a regular customer.

Instead, I was offered a 20% discount to "replace" the boots - which I won't do given they are clearly faulty by design.

I'll be going to a reputable hiking brand this time round!

I bought onrunning that cost me £170 trail running.after sometime they start making skueaky noise I have used sand paper to rub down hole but still noise.company should recall these shoes and refund the money back.

awful website, terrible User Interface. So hard to get something so simple done.
The chat bot is not even helpful, the costumer service and even delivery was delayed. With the prices they have I would put it as "high end" company but turns out it's not. My total mistake for buying and trusting the brand without verifying 1st.
I only needed to change my shoe size and it was literally, impossible.

I have used my oc shoes sparingly for day to day activities and sometimes at the gym (I also use New Balance 860's and 880's and Nike Vapormax). The heel has just separated from the upper half of the shoe. These are $200 shoes and although comfortable, I cannot recommend them because of durability. An example of why I say this is I have worn my Vapormax for 3 straight Tough Mudder 15k events and they have zero issues. My On Cloud's have never been subjected to anything like that but are now separating the sole from the upper and no longer functional.

I am very very concerned with all of my purchase ON. I have spent more than £700 and all the things are either NOT as shown on your website, or they are defective. At this level of money I would expect there to be a better customer service for starters, plus when I buy from ON at that pricing I expect the quality of the products and colours to be as shown on your website/ app.

I want to escalate my complaint please. I need compensation for my time and effort spent on buying and returning. The only thing I have kept so far are the socks which I'm pretty sure are hard to get wrong. I don't have extremely high standards. I just want a high end product and sports brand to deliver what is shown and advertised.

What can you do for me now?
I have made yet another purchase of the same trainers in the same size for the third time and it's the final chance I'm giving you. All because I just want clean trainers sent to me without marks and stains.
All the clothes I have returned back as the colour and style isn't as shown on your app when I purchased it too.

I also have many more orders placed with issues that I haven't even added in the list of the 5 order numbers provided below

Noone is looking into this case. If they are no one has contacted me or provided any updates.??!

I purchased a pair of On's about 12 months ago, and the heel pad in the shoe started to come away after only a few months of light wear. I contacted customer support after about 12 months because I kept forgetting, and they issued me a digital gift card for the full amount to replace these. It wasn't difficult to engage with them via their website, and this was all closed off within 24 hours. Extremely good and efficient customer service.

I placed an order on 10th March and was sent the totally wrong items, I immediatley alerted ON to the error and was told to return the order. Just getting the return QR code from them took almost a week. The return has been with them now for 2 weeks and I still havent had the correct items shipped out, or a refund. I have spent far too much time chasing for answers and am still no further on. Either post the correct order out or please refund me! I would highly suggest not to order ON directly, go via a retailer that has a legitimate customer service function!