"Do not BUY from ON"

The worst experience buying online and took over 25 days to refund money on a canceled order that was never shipped to me.

Started by purchasing a set of shoes in the early morning. I tried to cancel within 15 minutes as the website said I was allowed to. No luck. Supposedly already processed. No problem?!? I called first thing when they opened to cancel. Well.... when your customer service department is across the ocean and your warehouse is my time zone, you can imagine what cluster...k that followed. They couldn't cancel. I doubt the product was even pulled from the inventory but either way they proceeded to ship the product out and shipped it back to themselves. Very efficient HUH?!? 10 days later, still no refund. So I call again and explained what happened. CS let me know that it would take another 5 to 10 days for a refund. WHAT?!?! for something that never shipped??? Requesting to speak to Supervisor, I got on the LIST to be called back. Hours, days, NOTHING. I call back again, now 20 days into this fiasco, and again no Supervisor available. Well I'll wait until one becomes available strategy works. I talk to her and share my opinion. 25 days later I'm still waiting. Calling my CC company to dispute the charge.

"Don't Waste Your Time and Money"

Terrible company to buy online, since I opened my account I have never been able to buy as their checkout always shows the error message: "We are sorry, we can't process your purchase because your payment was declined. Please try again or use a different payment method".

So I lost a lot of time because of this stupid message.

I have checked all my data, edited, deleted, added again, tried different credit cards, PayPal - all have the same data which matches my name, and billing address - and also called credit cards inquiring why the payments were declined, but none of them got any charge attempt from On.

So, I tried their support by chat, first the useless chatbot, and after a real human agent who suggested clearing all data and cookies, try an incognito browser, and other browsers, but none of them worked and I still getting the same error on checkout.

The support was useless and never resolved the issue and I got an email from their financial team saying they found a flag on their system that left my account unable to complete any transactions.

They never asked me for any document or made any effort to fix their system problem - now I'm worried about having my data in their poorly developed system and running the risk of having my data leaked.

Maybe it was divine deliverance since here on Trustpilot it is lots of negative reviews about deliveries, returns, and refunds, it seems the company does not care about US customers.

"Ich wollte im Flagship Store Ersatz…"

Ich wollte im Flagship Store Ersatz Schuhbändel kaufen. Vorab habe ich im Shop angerufen. Fehlanzeige die gibts nicht im 'Flagship' Store. Man sagte mir ich soll ein Formular ausfüllen... :)- . Teure Schuhe verkaufen aber der Service im Laden ist gleich null. Am Telefon wurde ich regelrecht abgefertigt. Die Schuhe (3 paar) gehen sehr schnell kaputt und die Innensohlen können auch nicht ersetzt werden. Zum Glück gibt es den Ochsner Sport , die havben mir im Laden einen ähnlichen Schuhbändel verkauft und Ihn gleich montiert. Das nenne ich Service.
Ich werde keine ON Schuhe mehr kaufen. Grossspurig von einmaligen Customer Erlebnis sprechen aber nichts davon in die Tat umsetzen.

"Sohle abgelöst, jedoch Garantiefall, Danke"

Zum wiederholten Mal sehr schlechte Qualität. Nach 7 Monaten löst sich die Sohle ab, On hat mir aber den Gewährleistungsanspruch genehmigt, vielen Dank dafür. Somit positive Bewertung

"This customer service department lies…"

This customer service department lies to cover their ineptitude! Their return/exchange policy is terrible, it would be better to get a refund and repurchase for quicker turnaround times. Called customer service and was told they would expedite my exchange order on a Wednesday, called back Friday and was told it was being delivered the following Monday. Called Monday for my tracking and was told it was still in processing? Lies and fabrications! Asked to speak with a supervisor and they would not get on the phone, still waiting on a call back, sad...

"Anfänglich Enttäuschende Erfahrung mit dem Cloud 5 Schuh"

Leider kann ich nur ein positives Gefühl bezüglich des Tragekomforts der Cloud 5 Schuhe äußern – mehr aber auch nicht. Nach nur etwa 4 Monaten Nutzung quietschen beide Schuhe während des Laufens, was nicht nur störend, sondern auch peinlich ist. Dieses Problem besteht trotz eines Reklamationsantrags mit Video-Beweis, der jedoch ohne Anerkennung von Qualitätsmängeln abgelehnt wurde. Es ist frustrierend, dass bei einem Preis von 150€ solch eine schlechte Qualität geboten wird. Eine Teilerstattung wäre hier angemessen, besonders angesichts der Tatsache, dass das Quietschen bei beiden Schuhen extrem laut und grell ist. Ohne den hohen Preis wäre dies womöglich weniger ärgerlich. ON als Schuhmarke kann ich leider nicht empfehlen.

**Update**
Trotz anfänglicher Frustration aufgrund der quietschenden Schuhe, hat der Kundenservice von ON sich nochmals bei mir gemeldet und mir großzügigerweise einen Gutschein für Ersatz angeboten. Die schnelle Reaktion seitens ON finde ich sehr gut. Ich hoffe, dass der Ersatz die Qualitätsprobleme behebt und zu einer besseren Erfahrung führt.

"No Refund after 2 weeks"

No refund issued after 2 weeks of return delivered to them.
one of worst customer service people they have on board.they asking more time to verify the return and process the refund. what on earth taking such a long time to process the refund for them

"Die Sohle ist zwar lässig"

Die Sohle ist zwar lässig. Aber das Profil ist absolut untauglich! Jeder Stein steckt sich fest. Und sowas nennt sich Sportschuh?!

"Wiederholt schlechte Qualität"

Ich habe in der letzten Zeit 3-4 Paar On schuhe gekauft und leider mit allen das selbe erlebt.Die Schuhe fallen alle an der vorderen äusseren Seite auseinnander und dies immer bereits nach einem Jahr.Anfänglich dachte ich an einen Einzelfall,was es definitiv nicht. Bei einer Preis/Leisungs Beurteilung zum jezigen Zeitpunkt könnte ich nicht einmal 1 Stern geben.

"Terrible customer service and follow-up"

I ordered shoes January 5th for my husband. I received them on January15th. They were too small, so I immediately requested an exchange in size and sent them back for exchange that day. On received them back on January 18 (confirmed with tracking) and said allow 7 days for processing. I called them on January 30th. They were still processing. When I called again early morning on February 6th I asked for them to change the exchange to a refund since it was taking too long. They told me to allow 2-3 days for the warehouse to process.
It is February 9th and I still have had no communication.
This company needs to improve customer service and I would appreciate some type of response since they had no problem accepting my money over a month ago.
I am currently looking at options including consumer protection laws within my state.