"Good shoes - Terrible Customer Service"

Good shoes, but terrible customer service.

My On Cloudboom Strike should have been delivered to a UPS access point, but they never arrived there (although stating arrival!), and now the package is on hold somewhere for a few days. This is not their fault, but when I don't receive my package, they could be thinking along to suggest solutions, and act accordingly.

I asked them for help, but they did provide any guidance what so ever, and they said that they were not able to contact UPS due to GDPR regulation.

In the chat, they were only providing the same robot-style messages that they will follow up, without human goodwill, and without suggesting a real solution for me.

Only when the shoes (wherever they might be) arrive back to their company, they can send them again. I asked to ship a second pair to improve delivery speed, and to keep the lost/delayed shoes when they return back to their company. They were not open for this suggestion, even when I wanted to pay for delivery costs. They stated as an answer "We are providing the best options for us to help the situation" (screenshot taken). After the communication we had, this summarises very well how they treat customers: they only provide the best options for them, not for their customers.

A despicable customer service! In the end, I had to order different shoes (Saucony Endorphin Pro 4) in order to have carbon plated shoes for my race: order 9 on Dec, race is on 22 Dec.

Gr. A disappointed customer who has been a loyal buyer of your products in the past.

"Avoid, shockingly bad ordering and customer service"

Shockingly bad ordering, delivery, and customer service. I like the trainers but I will not be ordering them again. The order was late, and then I received notifications saying they were delivered but were not. I tried to contact them but couldn't get passed ineffective AI chatbots to speak to anyone. Told to wait 5-7 days for an 'investigation' into where the items were. Previously had issues with them and they just don't seem to learn or have made any changes to how they handle anything.

"Trotz miserabler Bewertung kein entgegenkommen von On"

Warum reagiert die Firma On nicht kundenfreundlich auf die vielen vorzeitig auftretenden Schäden an ihren Schuhen?

Antwort:
Weil sie dann für viele tausend paar Schuhe Ersatz leisten müsste.

Dann käme eine Lawine ins rollen, welche ihre Gewinnmarge empfindlich schrumpfen liesse.
Ihr Motto, lieber aussitzen als den enttäuschten Kunden entgegenzukommen !

Statt auf Wolken, geht man zu den billigeren und langlebigeren Schuhen der Konkurrenz 😁

"DO NOT ORDER FROM THIS COMPANY"

DO NOT ORDER FROM THIS COMPANY -

These crooks are taking peoples money in the lead to Christmas and CAN NOT KEEP UP WITH THE DEMAND. Despite this their UK warehouse that can’t keep up with orders are only operating a 5 day week less than two weeks to Christmas. Customer service all airy fairy with false apologies. And sending condensending order updates via email that tell me nothing. Let’s see if the manager call back happens. I highly doubt it !

Update - still waiting on manager call back. Response details sent and still no communication. Item has now been received and the trainers are poorly finished with glue marks visible around the soles.

"Frequent updates of failure"

Frequent updates - but only insofar as to tell you about their failure to dispatch your orders.
Their so-called "Happiness" team have been in touch a number of times about my order from 5th December ... to tell me about delay after delay only.
They have marked the goods as shipped, but they are still sat in their warehouse - apparently they must only get collected once in whenever as they have been sat there for several days.
I got an email on 10th saying that the delivery has been delayed - keep in mind this is goods that are advertised in stock and paid for next day delivery - then followed
by a notification that the package had shipped on 11th December, followed by another notification today - 2 days later - that Just Kidding it hasn't been shipped.
The boots certainly haven't shipped - or the tracking number is incorrect - and I am also now concerned that todays email has a different size for the boots I ordered in it - so I may have to just send them back if they are incorrect.

"Returns are impossible!!!"

Everything went well until I needed to return the product. They sent me Canada Post paperwork but as you all know Canada Post is on strike. I've been waiting for someone to contact me with UPS or Purolator return information. I purchased almost $400 worth of product and cannot return it. Contacting anyone is impossible. Very frustrated with this company.

"If I could give them a zero star, Horrible service"

Update 1 (12/16/2024):
you se this response underneath my comment?
I sent them my email address as well as my phone number! and Guess what? NO ONE has bothered to call me! or resolve my issue.

*********************
If I could give them a zero star, I would, horrible customer service who give inaccurate information and lie at times! also don't expect any manager/supervisor to call! I have asked to talked to a supervisor 5 times! and they lied and said someone will call me! nope! no one did!
Ordered a few shoes on Nov 26, the status wasn't changing for days! When I called, they said they will escalate and process it the next day! nope! then out of nowhere, no tracking info, etc., One day I found a big box in our lobby which was from On! The status still showed processing! so I called and let them know I have receive the shoes and asked them to change to status to delivered! guess what they changed it to SHIPPED! and they are not changing it to delivered!
Now I cannot return some of the items, because it says it is being shipped and not delivered! Also no tracking info available!
4 days in a row, 8 calls! and they still cannot resolve my issue! They lied this morning and told me a supervisor is in a meeting, but he'll call me as soon as his meeting is over! it is 7pm here and no one has bothered to call me! My issue is still unresolved!
First and last time I shop from their website! shame on you with this horrible custmer service!

"Habe 5 Paar On Schuhe. Nie wieder! Service bei Problemen ist Null."

Habe 5 Paar On Schuhe , aber ich kann jeden davon abraten diese Schuhe zz kaufen. Die letzten 2 Paar waterproof, beide nach 4 bis 5 Monaten unbrauchbar, da Risse an den gleichen Stellen. Schuhe reklamiert , bis heute nach 3 Monaten keine Rückmeldung. Der Service oder auch Kundendienst ist mehr als eine Katastrophe. Schuhe für 180 € gekauft und die halten esnicht für notwendig zu antworten. Spart euch dad Geld und kauft andere Schuhe. Es gibt auch Hersteller die ihre Kunden, wie Kunden behandeln. Heute bei meinem 3. Paar gesehen, dass sich Oberfläche an den Schuhspitzen löst. Das habe ich noch nie bei Schuhen erlebt. Man sieht am den Bewertungen dass alle das gleiche Problem haben.
Update: und wieder kommt nur der Standardspruch. Wie will mich On denn kantaktieren. Wie oben gesagt: Service eine glatte 0. So vergrault man seine Kunden. Habe heute übrigens mit 2 Kollegen gesprochen, die auch seit 2 Jahren ON Schuhe kaufen. Das gleiche Problem: massive Qualitätsprobleme, sie kaufen jetzt wieder Nike und Adidas, Qualität passt und Top Service

"Garantie vs Gewährleistung"

Die im Online Shop von On gekauften Cloudventure Waterproof Schuhe knacken in der rechten Sohle. On möchte davon ein Bild haben? Ich könnte eine Tonaufnahme schicken. Auch wurde mit mitgeteilt das alle Sohlen auf dem Untergrund Geräusche verursachen? Wirklich. Bei On wird immer von einer Garantie gesprochen, welche freiwillig wäre. Allerdings handelt sich um eine Gewährleistung, da das Produkt einen Mangel aufweist. Hier wäre dann eine Nachbesserung erforderlich (Reparatur oder Ersatzlieferung). Mehr erwarte ich eigentlich gar nicht. Wenn man das Garantie Team darauf aufmerksam macht bekommt man irgendwann keine Antwort mehr.

Update: Danke für den gleichen Kommentar wie bei vielen Erfahrungsberichten. Sehr hilfreich. Natürlich hat On durch dieses Verhalten einen Kunden verloren. Wahrscheinlich sogar mehrere. Ich werde mir nun überlegen müssen, ob ich anwaltlich dagegen vorgehen werde. Diese Kosten wird On dann auch ersetzen müssen. Ich wäre da schon ein wenig selbstkritischer, wenn mehr als 80% der Erfahrungsberichte negativ über den Service meines Unternehmens berichten würden.

"Expected Better from On. This is just fraud."

Recently purchased a pair of On Cloud 5 Terry shoes from their “Last Season” page for $110 (now listed as out of stock). When the shoes arrived, inside the shoe box was a crumpled up, empty bag of Doritos, and the wrong shoes. It appears the shoes in the Cloud 5 box are Cloudflow 3’s, which sell on the same On page for $95. You’d think that if a responsible, honest company sent you the wrong shoes, with a used food packet in the box, ripped you off by $15 value, and possibly more given they were “like new” rather than new, they would try to resolve the issue, right? Not On. I have to send the shoes back at my inconvenience, wait 7-14 after they are received, and then hope that they actually refund me for the shoes I paid for, not the ones I received. In the meantime, I have to then spend more of my money on a replacement so I have the shoes for my vacation. At this point my best option might be to keep the wrong shoes rather than risk sending them back and not getting a refund from On. The Cloud 5 were meant to be my shoes to wear for walking while on vacation, and after an 18-month recovery from ankle and foot surgery, I can’t be wearing shoes that don’t work for me. Soooo disappointed in ON. I thought buying directly from them would be a safe bet, but I would strongly advise you all to avoid them at all cost. Considering whether to file a fraud compliant with the DoJ, so this doesn’t happen to others.