"Horrible Customer Service and Communication"

The products prior to the most recent drop are good and I've spent a couple thousand with ON Running over the Christmas holiday into the New Year BUT the customer service is TERRIBLE. When I say I had an issue with every single exchange/return, I mean every single one.

I initiated a couple of returns in the last week of December 2023. They received my returns on January 5, 2024 and when I didn't see the refund a week later, I emailed and didn't get a reply so I called. The rep reassured me I would get my refund back asap. When I didn't get the refund in a timely manner after the call, I emailed again and the rep apologized for me not receiving an item I ordered like what?! did you even read the email? So frustrating. Ultimately, I didn't get my refund until February 20, 2024 - nearly two full months after the original return was started.

For their track pants, their product pages show their branding located on specific locations on the item but when I received my order the logos were in completely different locations on the pants and they were in a different colour. That's misleading to say the least!

On top of that, all of my purchases are made from Canada but when I got a gift card to replace a defective item I purchased (which also took a while to resolve), they issued it in USD to be used on the US website. I emailed them about it but no reply. I had to discover this myself after trying and trying again to use the stupid gift card and just emailed them AGAIN, now waiting for a reply.

ON Running outsources their CS to the Philippines and it really, really shows. They mask their terrible company organization and communication skills by using overly friendly scripted responses. This doesn't help your brand, it makes it worse.

The products were good up until the end of 2023, now the quality decreased with the latest drop. If you receive an item as a gift that's cool but if you're thinking of becoming a regular customer I highly recommend you go elsewhere. I regret giving this brand my money and they've lost a customer who would've spent a substantial amount of money each year on them.

Oh, don't even get me STARTED on "Nora the ON bot". ON needs to trash that whole system and figure it out because it's GARBAGE, doesn't understand requests properly, and messes up whatever action is taken because of its lack of understanding.

"I really like the products I've kept BUT"

I really like the products I've kept. HOWEVER, this company is beyond slow when it comes to exchanges, returns, and refunds. I had to reach out several times to its customer service to get my money back weeks after it had already received my returns. Same story when I needed the shipping label for a different return. It took me two weeks and several emails and calls to get On to email me a return shipping label. I hesitate to shop there anymore now, which sucks because there are a pair of shoes I want right now but sometimes I wear a 7.5 and sometimes an 8 in On shoes. I would like to Order both and keep the fitting ones but the return/exchange process is too big of a hassle :(

"First time ordering on’s and my last"

First time ordering on’s and my last. My wife and I both ordered, and recieved our shoes. Mine were too small, so I sent for exchange. They never reached out to me to let me know of any delays. I have had to reach out to them MULTIPLE times to see what the issue is. I’ve waited over 3 weeks for my new pair to arrive, and they still can’t give me a date. I get the same message every time I contact them. I am extremely disappointed, and will not be recommending this company to anyone. By the looks of these reviews, I’m not the only one!

"Finde die Schuhe absolut überteuert"

Finde die Schuhe absolut überteuert. Dafür reicht die Qualität nicht aus. Einfach gelungenes Marketing

"very bad Service - stay away "

I have purchased an ON federer shoe after i had 2 pairs before
and thought i can replace nike sneakers finally.
got a defective shoe that one shoe is bended / curved and cant be worn
ON Service said its totally normal or maybe its not in size . explained i have 2 other pairs in same size and that the defect is visible they didn't agree to accept the shoe for inspection although i offered to send it on my expense ON team have a staff that determine that its ok and normal without seeing it and they can offer me 30% for a new pair
why would i buy another one from them if that is the level of service you offer it feels more like a scam
i expected a Swiss standart
and got the worst service offer
i donated a new pair today and said bye bye to$200
wont wear those shoe again
stay away and save your money on low quality shoes
there are better adidas or nike
there at least they will solve issues like replacement of defective shoes as they care about their brand name

"Quietschende Sohle beim On Cloud 5 M!"

Mittlerweile ist das Quietschen der Sohlen wohl ein gängiges Problem bei den On-Schuhen -siehe allein bei Trustpilot die in diesem Monat vorliegenden Reklamationen zu diesem Mangel- und trotz intensiver Bemühungen beim On Reklamationsservice eine vernünftige Lösung zu erreichen, wird man darauf verwiesen, dass dieser erhebliche Mangel nicht unter die Garantie fällt. Es wurde vorgeschlagen innen den Schuh mit Zeitungspapier auszulegen und zu trocknen. Eine Maßnahme die ich bereits längst durchgeführt hatte und zu keinem positiven Ergebnis führte. Schuster verweisen darauf, dass das Quietschen von einer nicht ordnungsgemäßen Verklebung der Sohle herrühren kann, also einem Produktionsfehler. Dies ist aber On nicht breit zu überprüfen. Wer einmal quietschende Schuhe getragen hat, weiß wie ärgerlich und peinlich dieser Mangel ist und dazu führt, die Schuhe nicht mehr zu tragen.
Das Reklamationsverhalten von On ist das eines Premiumherstellers nicht würdig! Dies waren meine ersten und letzten Schuhe von dieser Marke!

PS: Ein Stern für On, da meine Reklamation zumindest von On zeitnah beantwortet wurde!

"Innenschuh Verse - Loch"

Guten Morgen,
habe im Dezember 2022 zwei Paar ON Herren The Roger Advantage gekauft und diese je 20 mal getragen. Bei beiden Schuhen ist im rechten Fersenbereich der Innenschuh beschädigt (Loch)
Ist das eine normale Abnützung ?
LG
MW

"Very bad delivery services for me it’s…"

Very bad delivery services for me it’s scam company because say it’s delivery in 7-10 days and now I have 14 days and the company still 14%delivery process ITS SCAM DONT BUY WEB PAGE QC

"Jetzt reicht es…….."

Ich bin ein Schuhfreak, deshalb besitze ich ca. 20 Paar Sneakers. Darunter mittlerweile auch 2 Paar der Marke On.
Leider ist die Qualität dieser Marke nicht so, wie ich es von den etablierten Marken Adidas oder Nike gewohnt bin und man es bei diesen Preisen auch zu recht erwarten darf. Bereits im letzten Jahr habe ich ein Paar reklamiert und ersetzt bekommen. Nun befindet auch das zweite Paar im Selbstzerstörungsmodus. Meine Reklamation wurde aber abgelehnt, weil das Paar aus 2021 stammt.
Ich trage meine Sneakers eher selten, weil ich eine sehr große Auswahl besitze und treibe damit auch keinen Sport, dafür habe ich spezielle Sportschuhe.
Bei keiner Marke, und ich besitze einige, lösen sich die Schuhe schon nach so kurzer Zeit von selbst auf. Ich bin fest überzeugt, wenn man die Schuhe regelmäßig für den Sport nutzen würde, wo sie dementsprechend strapaziert würden, würden sie maximal eine Saison halten.
Bei Adidas oder Nike gibt es so etwas nicht, da braucht man auch nichts zu reklamieren, weil die Schuhe bei guter Pflege eher unmodern werden, als dass sie kaputtgehen.
Davon ist die Marke ON weit entfernt. Miese Langzeitqualität, abgehobener Service, das Preis-Leistungsverhältnis ist einfach schlecht.

Heute kam die Antwort von on.
Ein Link, der auf die on-Webseite verweisst, natürlich in englisch, aber leider gibt es keine Möglichkeit dort seine Meinung kund zu tun.
Ich habe den Eindruck, meine Reklamation möchte niemand ernsthaft bearbeiten. Nur Floskeln, um bei der Bewertungsantwort gut dazu stehen.
So geht man nicht mit Kunden um, wenn man ernsthaft helfen möchte.

"Poor quolity compared the price"

I've already had 2 pairs of shoes the last 3 years from ON and to be honest in terms of comfortable shoes I haven't worn better than these shoes before.

The down side is the quality of the shoes compared to the price. Both of the pairs I got when it's raining and step on water then the sole starts making a squeak noise on every step.
The other thing is the sole is almost gone and the main reason is due to the gap they've got so small rocks getting stuck underneath whilst you are walking.

Last but not least it appears that on both shoes where the big toe starts making a hole which is not acceptable for a shoe £160.