On AG Reviews 3,279

I visited the Regent Street flagship on 24/03/26 regarding my Cloudtilt shoes, which have a known manufacturing defect (severe structural squeaking) confirmed by the in-store team.

The store staff were helpful and directed me to On’s online "Happiness Delivery" for a replacement of the corrected "new spec" version. I went through the normal way of filing a warranty, called customer service who said they could obtain a receipt from the store I purchased as I had lost mine.

I then receive an email asking for details of the purchase so they can find a receipt. A day later I get an email from an advisor saying they won’t be going forward with the warranty, no reason. I reply asking the reason. She copies and pastes the email.

I then email the C-level executives, no response despite multiple follow ups.

Today, 30/03/26, I called the support line and spoke to Georgia, who was incredibly unprofessional. She told me she "couldn't proceed" because I had filed a warranty claim multiple times and hangs up abruptly not even allowing me to have a word. When I called back immediately, she pretended not to know who I was and hung up again.

It is shocking that a "premium" brand like On ignores the UK Consumer Rights Act 2015 and allows staff to hang up on customers over a confirmed product fault. Nor do the senior leaders of this organisation bother responding to frustrated customers.

Potential buyers beware: If your shoes develop a known fault, do not expect "Happiness"—expect to be ignored and hung up on.

—UPDATE—
The ON team reached out and after submitting a warranty claim they have offered a gift card to replace the shoes at their shop. I appreciate the solution but please look into the reported issues since this happened after using the shoes for barely a few weeks. I have updated my review to reflect their customer support which so far has been excellent in my experience.
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The shoes are comfortable but have many issues. I have two pairs of the Cloudtilt model, purchased directly from On. Both models started squeaking after a few weeks use. The insole is awful, really hard and thin and makes your feet hurt after walking for a while, I’d expect a better quality insole for the price point. They also only provide elastic laces which are not that good. That means I had to pay a premium price point for a shoe where I need to replace insole and laces, and their longevity is poor since they start squeaking within a month. Really disappointed, won’t be buying again…

It is totally unacceptable that you cannot speak to somebody.
I have spent thousands of pounds with On and I’ve now had two very recent issues with first an exchange and secondly a missing item. You spend hours back and forth with emails trying to get it sorted.
Their business model appears to be to have problems with deliveries, make it really difficult to get a resolution in the hope that you get fed up and go away so the cost of your unfulfilled order benefits their bottom line!
Great product, terrible customer service.
Get your act together and provide a telephone number!!!

I placed an order today for On Cloud shoes for my wife. I realized after I placed the order that I accidentally included the incorrect street address. I immediately contacted customer support 10 minutes after placing my order as I realized there is no option to edit the order online. I was informed by customer service that even though the order hasn’t processed yet there is no way to edit the address or cancel the order. The only thing they can do is contact FedEx after it ships and ask them to hold the package at the warehouse for me to pick up. I realize it was my mistake but it is unfortunate that customer service is literally unable to do anything to help. I have to count on FedEx holding the package or the shoes I spent a lot of money on will be delivered to someone else. Frustrating to say the least and I will never be buying their shoes again.

They say they are at my full disposal but that’s a lie they never had any compassion when my order went to the wrong address was received by a neighbour and put out by my door and got stolen and now I’ve been left without trainers all the money they’ve done nothing to help me out. How is that and my full disposal how is that?any help to me ????? No solution. No goodwill gesture nothing.

I've tried returning on their website and it crashes every time. I've tried on my phone, my laptop, and my iPad. Crashes when I try to do return.

I placed an order with On Running (first time I have ordered with them) and 2 pairs of shorts were missing. I contacted customer services who looked into it and sent an email saying, ‘After looking into your case, it seems that similar issues have been reported from your account multiple times in a short timeframe.
For this reason, we cannot accept your missing item request.’

I contacted customer services asking for an explanation given this was the first time I ordered with On Running. No one would give me an explanation but would read out the above email and then hang up without letting speak or giving any other information about other supposed ‘similar issues.’ I phoned on 10 occasions for the same process to happen and no one would let me speak with a manager/supervisor.

I have had to escalate a dispute via my credit card company.

I returned one pair of shoes after buying 2 for choice over a month ago. A week after they had received them they said I would receive a refund by return. It has now been over a month. I called from the store and they said they didn’t recognise the order number after hanging on for supervisor they said still couldn’t find my number. Person spoke over me and slammed phone down on me. I called again through store manager and someone then found my order number after hanging no one says sorry still no refund

After a pair of On sneakers had given me a great experience, I decided to buy a new pair and, at the same time, a pair of ankle-high walking shoes. This time around, the experience was really poor. After keeping them on around the house several times for a short while, my feet just kept on aching terribly around the bunion area. The shoes just don't seem to stretch at all. On top of that, the walking shoes cause my feet to sweat like crazy, they feel very plasticky and are uncomfortable and definitely not worth the money (230 EUR!). When applied for a return, less than 2 weeks after I had received the shoes, so well within the return period, the fact that I mentioned my bunion was hurting despite trying them on several times, they decided I was submitting a warranty claim and refused a return or a reimbursement. Instead, they offered me a 20% discount on my next purchase.
News flash! There will be no next purchase, not from me, and, if I can help it, not from anybody I know. Promising return possibility and then denying it referring to the terms and conditions related to warranty, that's false advertising! Honesty is the future. Scammers like this just haven't caught on yet.
I am now sorry I made loads of good publicity for these guys after the first pair of shoes I bought from them, but I'll do my best to undo that!

Updated. I advise anyone with missing items or who are not refunded after a return to lodge a dispute with you Credit Card Company or Payment method. PayPal upheld my claim with the proof I provided. On seem to not issue refunds hoping they can keep your money and you won't initiate a charge back or dispute.

What a terrible experience. I would never advise anyone to purchase from this companies website. Wish I had checked these review first as I would never had touched them.

I ordered two different sizes to try on. Only one arrived in a box sized for two pair of trainers. Contacted the company about the issue through their chat bot minutes after receiving my package and noticing the missing item. All I wanted was the item sent again as the first pair were a little small which is why two sizes were ordered in the first place.

Next day I was contacted via email. Firstly it seem as they were trying to blame royal mail for losing an item out of a sealed box which it was obviously never there in first place. The email replies, most likely scripted ignore the fact i reported the item missing at dispatch.

Now the On Happiness team (is that some sort of bad joke) are saying I have made multiple claims for a missing items in a short period of time. I only created the account shortly before I placed my one and only ever order with them, then made one claim for legitimate reasons, an error on their part. The Tracking information and Chat Bot contact would show how quickly i reported the issue.

Today they have closed my case with no chance for further discussion and no proof provided by them to back up the decision. I am now £130 out of pocket as I have no product to return or keep as it was never packed by their warehouse team and they they don't seem to be able to accept they could be at fault.

Now dreading sending the other pair back as it seems they having problems issuing refunds too, don't want to be £260 down.

Absolute disgraceful business practices. Tantamount to fraud really. I will be submitting a compliant to UK trading standards as this isn't the behavior you expect from such a large company.

Hopefully PayPal uphold my claim and accept the proof I have as this seems to be my only option at getting my money back as they refuse to deal with me.

They give you the option to create an account from a location they don't support, and only after the account is created they block you with a pop up saying "We cannot guarantee deliveries to the area. We hope to be back soon."

So why allow me to create an account and don't give a proper warning in advance? why only after registration I see that my location is restricted?

Sent a request to delete my account and all my data.. pathetic site.

The most expensive, yet worst trainers I have ever bought. I started to notice significant wear and tear even just after a couple months of steady use and the quality is absolutely shocking. I've had trainers that cost a third of the price that have lasted 10x longer. Simply not worth it and massively overhyped.

I placed an order for a pair of sneakers and a bag on March 5th, but the package has still not arrived. After contacting customer service, I was informed that the tracking status has not changed for several days and that the parcel may have been lost in transit. I was therefore asked to simply wait longer.

While I understand that shipping issues can occasionally occur, the responsibility for ensuring that the purchased goods reach the customer ultimately lies with the seller. I therefore asked that a replacement pair of shoes and bag be sent while the matter with the missing shipment is handled internally with the carrier.

Unfortunately, I have not received any response to that request. The lack of follow-up in a situation where an order appears to have gone missing is disappointing and does not reflect the level of service one would reasonably expect.

I hope this can be resolved quickly by sending a replacement order, but until then I cannot recommend purchasing from this site based on my experience.

Genuinely a terrible terrible company.

The first pair of shoes I bought had to be returned as they squeaked. On wouldn't refund me and sent a gift card instead. I order a new pair and they send me the wrong shoe and size!!

I contacted them on Thursday-within 15 minutes of it being delivered-to make them aware of it and that I was going on holiday Tuesday (tomorrow) and need the shoes for my daily run. I was informed by colleague Myrl that if I return the shoes on Thursday that she would contact the exchanges team and ask them to send the correct shoes out as soon as the returns label is active. I rushed out at lunch to the Post Office. Its now 3pm Monday and I've still not received an update. Disgusting customer service, wish I had had bought Hoka's or Asics like I planned on.

On trainers are advertised and priced as high end brand. Absolutely not after less than 3 months occasional use the fabric is worn away. Customer service is appalling accepting no responsibility whatsoever. I wish I had read customer reviews before I bought. I will definitely not be purchasing anything from this company in the future.

I really love the trainer but it's difficult to put the laces the right way it is so stupid .
I won't be buying them again.

I’m extremely disappointed with the service I’ve received from OnCloud. Their customer service has been awful from start to finish. Communication is very vague, and whenever I’ve contacted them by email, it feels like they either ignore the actual issue or provide generic responses that don’t resolve anything.

My order was sent using Royal Mail Tracked 24, yet I’ve now been waiting five days with no delivery. Royal Mail has clearly lost the package, but OnCloud has refused to properly address the situation. Instead of taking responsibility or helping resolve the issue, they’ve simply told me to wait longer — which is completely unreasonable, especially as I’m about to go away on holiday.

What’s most frustrating is that they aren’t offering any real solution. They haven’t arranged a replacement pair of trainers, they haven’t offered a refund, and they haven’t taken any clear steps to sort out the lost delivery. As a customer, you expect a company to step in and help when something goes wrong with shipping, but that hasn’t happened here.

Overall, this experience has been incredibly frustrating and disappointing. Poor communication, lack of support, and no effort to resolve a lost package is not what I expected. I wouldn’t recommend ordering if this is how issues are handled.

I paid $25 explicitly for next day delivery as I was going out of town. Immediately after placing the order I was informed it would be late, so I messaged them and asked for the fee to be refunded and they flatly refused saying it was not their problem. Why do they offer a service that they cannot possibly deliver on and then blame the shipping companies. The products are ok so will use them for now, but putting this up so people are informed NEVER to use advanced shipping, you will be disappointed.

1 star – Very uncomfortable shoes, disappointing experience

Stay away from On Running shoes if comfort matters to you. I purchased a pair expecting a premium, comfortable running shoe, but the experience was the complete opposite.

After trying them on briefly indoors, the shoes created intense pressure on my feet and caused noticeable swelling within minutes. I’ve worn many different brands over the years and have never experienced anything like this. The shape and support felt completely wrong and extremely uncomfortable.

Because of this, I returned them immediately the next day in unused condition. Unfortunately, the whole return process turned into a frustrating experience.

For a brand that markets itself as high-performance and premium, the comfort level was shockingly poor in my case. Definitely not what I expected.

Personally, I would avoid On Running if you are looking for comfort or a reliable running shoe.

I’ve placed an order which hasn’t been delivered. I’ve tried to contact the customer support and they refused to assist and completely ignored with the reason “multiple times same reason” is my first time ordering from them, shocking. I don’t recommend ordering from here you might end up in the same situation as me. I’ll report this to the bank as fraud and never ever use them again. Their rating on trustpilot says everything. 0 respect for customers.