"Horrible customer service.."

Horrible customer service... I ordered a pair of ON online through their website, shoes are too small so I exchanged them. They received the pair and after more than 10 days of chasing them via the chat, their online bot has cutting me off. After such a bad customer service, I would like a refund but no one is answering me anymore.
Update: ON replied on trustpilot but didn't contact me privately... useless customer service

"The service is terrible"

The service is terrible. DO NOT BUY from them. They promise a refund up to 14 working days from the return, I have still not recieved mine. On speaking to them they are all goodness and polite with apologises and then say it is in hand and for me to chase again if I don't receive the refund. I believe they do this to hope that the customer in their busy life gives up or forgets . My advise is DO NOT BUY from them

"I received a pair of on cloud shoes for…"

I received a pair on on cloud shoes for Christmas. I hate the color. I never even put my feet in them. I don’t want a refund, simply to exchange. Customer service said NO! They were bought early I know, but it was for Christmas. Terrible customer service. I’ve bought many pairs as gifts. Never buy anything from them again!!!! Extremely dissatisfied and disappointed in this company.

"Received a pair of worn out shoes"

I went for the Cyclon subscription model and pay 30 euros a month. But the first pair sent to me was worth less than 30 euro. Full of stains, the scent of smelly feet and soles full of mud.

The worst customer experience ever, I was expecting a new pair te be recycled after 6 months, not a pair already worn out by a stranger. Which company in their right mind thinks someone wants this.

Update: after contacting on cloud it’s solved

"Ich habe mir das erste Paar On Schuhe…"

Ich habe mir das erste Paar On Schuhe auf Empfehlung meiner Kollegen gekauft.
Im Fachhandel für sehr viel Geld.
Nach 10 Monaten hatte ich auf beiden Seiten oben am Schuh Löcher.
Hatte zum Glück noch den Kassenzettel und habe sofort reklamiert.
Der ganze Prozess hat 2 Monate gedauert.
Das Ende vom Lied ? Eine Teilgutschrift, weil angeblich die Sohle abgenutzt sei.
Ich arbeite nur Teilzeit und die Sohle sieht aus wie neu.
Ehrlich gesagt nie wieder.
Da kaufe ich mir lieber Nike oder Adidas.
Die sind umberwüstbar und deutlich günstiger und qualitativ On weit überlegen.

"Online Shop sehr langsam"

2025: am 27.1 einen Schuh bestellt und bezahlt. - am 29.1. Geliefert - der Schuh fällt größer aus wie erwartet. am 30.1. den Schuh problemlos wieder zurückgeschickt, dieser ist am 1.2. im Lager angekommen. - am 5.2 (Status "im Lager Angekommen") habe ich einen Chat mit On Ag gestartet mit der Frage warum die Ware so lange im Lager "rumliegt" worauf mir freundlich mitgeteilt wurde dass Rücksendungen eine Bearbeitungszeit von 14! Tagen haben und erst nach erfolgreicher Rückmeldung aus dem Lager mein neuer Schuh (vielleicht) verschickt wird. "Vermutlich wird der Schuh um den 20.2 geliefert"... WHAT? - Es kann sein dass ich ein wenig "Amazon" verwöhnt bin - aber dass riecht mir sehr nach drittklassigem Dropshipmend... - die Rücksende-Adresse ist "Kühne und Nagel" evtl. ein Dienstleister - und Gefühlt nach 2 Wochen habe ich immer noch keinen Schuh - dabei wäre es einfach: Wenn die Rücksendung im Lager ankommt, bitte den neuen Schuh wegschicken? - wo ist dass Problem? - 14 Tage Wartezeit im OnlineBusiness2025 ist für mich ein NoGo! - keine Empfehlung - keine weiteren Bestellungen Online über diese Seite oder diesen Shop mehr.

Nachtrag: leider nicht wie im Kommentar von ON "Bemerkt" - mein Fall wurde noch nicht bearbeitet - der Status ist nach wie vor dass wir auf eine Antwort vom Lager seit dem 1.2.2025 warten...

"Oh wow - how did I miss 2300 reviews at 1.4*!!!!!!"

EDIT: Its been almost 72 hours and I still await a reply from Nina in customer services who has gone AWOL. On clearly do not want to deal with complaints, hence the 2300 of them on here!!! Apparently the issue is due to my gait and the environment I run in. I have asked what gait and environment these trainers are indeed suitable for?! but obviously they can't answer that!


Oh wow! Why did I not check on trust pilot before buying my trainers! 1.4* says everything! I am a firm believer of giving a company a fair chance to resolve an issue, however my experience has been nothing short of diabolical.

My £170 trainers have started squeaking each time the heel compresses. It's both irritating and embarrassing! especially walking around the gym. Having spoken to friends at the gym, 3 others have reported the same issue with their cloud monsters and all received a refund. But On are refusing to refund me! I am not sure what I have done differently? I also note that having been on the running forums on the internet this appears to be a common fault. Again many have been refunded for this...but not me???!!!

This is my fourth pair of On shoes and to be honest they have all been a disaster. I was an early adopter of the On walking boot, which developed a hole after a few months. I then purchased some walking/waterproof shoes which fell apart and now my most expensive shoes have developed a squeak.

Honestly from speaking to people many are moving away from the brand as they too have had similar experiences. I really hope this review stops others falling into the same trap.

I might also add I was disappointed that Jarred from customer services saw fit to end our dialogue and ask for a review of his performance leaving my last email unanswered. A rather bizarre thing to do. But understandable when you cannot actually justify why others have been refunded and I haven't?!

There are so many other brands out there - please don't buy from On.

"£800 owed to me - 16 days and still no refund"

16 days and still no refund

Despite countless assurances my refunds will be actioned, I am still owed hundreds of pounds from several returns that were sent back 18 days ago and received 16 days ago

Online chat and customer service take no action. Promise to come back to you and don't

"Just love the brand!"

Just love the brand!

"Excellent exprience"

Maybe I got lucky but I had an excellent experience when I returned an Item , yes I did follow up with them regarding the refund but to be fair my refund was in my bank account within their stated timeframe. In addition the very friendly and helpful staff I spoke with were very helpful and great communications and followed up with an email.