"ON failed to honor a valid discount…"

ON failed to honor a valid discount code, debiting money from my account to later cancel the order. Customer service provided a litany of reasons ranging from warehouse disruption to stock issues, to an invalid code, to feigning technical issues preventing a conversation with a supervisor.

The same code was honored with other orders, leading me to believe it was simply circulated more broadly than they intended- not the consumers' fault.

"Cloud 5 da buttare dopo 9 mesi"

Sono possessore di una scarpa Cloud 5 Waterproof da 9 mesi, la uso quotidianamente per andare in ufficio, niente attività sportiva (per le quali sarebbero pensate) ebbene, entrambe le solette staccate nella parte posteriore.
Quasi 200 euro di scarpe e dopo meno di 1 anno sono da buttare?
Un vero peccato perché adoro la comodità di queste scarpe ma è inconcepibile che questo possa accadere.
Ovviamente non posso avvalermi della garanzia perché sfortunatamente non ho scontrino, sinceramente non pensavo mi dovesse servire per un problema del genere.
Consiglio, lavorare meno sulla pubblicità e un po' di più sulla qualità.

"Qualitätsmangel nicht Garantiefall"

Sehr schade, dass ein wiederholt auftretender Qualitätsmangel beim Cloudmonster 2 nun als „nicht von der Garantie abgedeckter Fehler“ bezeichnet wird! Ein Quietschen und Schmatzen auf Oberflächen wie Asphalt und Pflastersteinen soll also normal sein? Sorry, aber für mich ist das ganz klar ein Qualitätsmangel – insbesondere, da dieses Problem bei der ersten Version der Cloudmonster, die ich drei Mal hatte, nicht aufgetreten ist. Schon merkwürdig, dass sich die Qualität offenbar verschlechtert hat!

Aktuell das Geld nicht Wert! Nicht kaufen Umtausch ausgeschlossen wie oben erwähnt.

"Avoid at all cost"

As others have mention. It is worst customer service. I bought On cloud shoes first time and it will be mine last time after the experience. The soles of the shoes were wearing out faster but when I submit the warranty claim they deny saying there is nothing wrong and we don’t cover any misfit. It was under 1 year warranty period too. The company sells expensive stuff and don’t stand behind there product.
I have also reply for the information ask by the On team on Trustpilot and haven’t heard back yet
Even though they ask for more info detail for my order but they didn’t do anything. So was not wrong about the company

"Shocking customer service "

I have ordered a pair of shoes two weeks ago, delivery was meant to be within 2-3 working days and I am still waiting for my parcel.
I have contacted the customer service after receiving an email informing me that the parcel was late, to then find out the parcel was lost.
Since then it’s been a nightmare to get hold of them and trying to get a replacement.
Having known how bad this would have been I would have not ordered directly form them. BAD, BAD.

"No quality control!"

I was gifted an On Cloud shoe and I went to a shoe store to try it on for size. I already have a pair in 8.5 women’s but I wanted to be sure because it’s a different model. It fit perfect and my friend ordered it through the On website thinking it would be best to get to direct from the company. It arrived and I tried it on and wore it for the day. It felt much bigger but I thought maybe it was my imagination. Well, I went home, checked my other shoe and the labels. They were both 8.5 women’s but the gifted shoe was definitely much larger. I contacted their “happiness” customer service about the size difference and it was an obvious quality control issue. They refused to accept to return or exchange because I wore it for the day. I sent photos showing it was an obvious defect but the agent wouldn’t budge. It’s $150! If it were my mistake, I’d totally own it but they don’t stand by their products. I was happy to exchange it but now I’d just want a refund.

" Keine Möglichkeit die Einlagen auszutauschen!"

Schuhe sind Ordnung, aber ist gibt keine Möglichkeit die Einlagen auszutauschen. Bei diesem Preis darf man das vom Hersteller schon erwarten!

"I wouldn’t even give 1 star if I could."

I wouldn’t even give 1 star if I could.
The returns process is nothing shy of a joke. It’s been weeks and STILL no refund.

I had an email 12 days ago saying ‘the refund will arrive in a few days’….. WHEN?!

I’m sick to death of chasing them for a resolution so I’ve opened a dispute with the bank. Absolute joke.

"Incorrect order arrived both size and colour!"

The wrong order arrived, both wrong colour and size. Returned immediately even though the return has been received due to delays in the warehouse on are not sure when my correct order will be dispatched.

"Bad shoe quality"

Bad shoe quality, I wish I had read here before.
I’m shopping for water proof shoes there are not that many in the market and coming from Nike okay job i thought these would be good.

The good, they actually had a good customer service with me . You do need to ask the ai to talk to an human though.
And the shoes seems to be indeed good waterproof.

The problem,
I ordered a first pair and it had a defect on the right foot. The heel peice was broken in a way it was just painful to walk. I use the service they gave me a code to basically get a new pair for free so it did that. But then the new pair had a different defect on the left side.
Not sure how they managed such a brand name with such bad quality standards.

Now if you read I do have indeed a pair . So I’m okay until something else breaks.

Fun side stuff during that time they change the marketing name of the shoes from 5 to 6 . Spoiler alerts they are absolutely no difference between model 5 and model 6 😅

I write this because people should know to be careful and I should have .