"Horrible, horrible experience."

Working with and purchasing from dozens of brands, I have not had such a horrific experience with any other brand.

It's not my intention to damage anyone's livelihood, but no other customer should go through this.

This complaint can last pages, but I will try to save you some time.

From the shipping delay, repetitive miscommunication, and any other aspect of this purchase, it has been a dreadful experience.

For a company like On Holding to have this kind of customer service is surprising to see.

I understand and respect that it might make sense for the business to outsource the CX overseas, but, this is unacceptable.


Here's the flow:
1. Wrong order delivery estimation.

2. Refusal to cancel the order after seeing that the order will be terribly late (not shipped yet).

3. Further shipping delay.

4. Order gets lost (says delivered, with no communication) and customer service refuses to believe – asking me to go around the building to see if it is there.

5. Customer service is not even aware of which shipping provider was used.

6. Continous refusal to refund (where I have to wait for the grace period for the chargeback).

7. Order magically gets found in the shipping provider's office and gets sent back to the brand.

8. Return has already been received. Still no communication, no updates, or guidance on what to expect.

Then, I receive a survey about how my interaction was? It sounds like they have the automation and outsourced customer service ready, with zero management.

My mistake to not read Trustpilot before making a purchase. Ridiculous experience altogether.

"Good shoes, horrible customer support"

Shoes for exchange were received by On Running on 12-4-23, per FedEX and as is noted by the On website. For 3-4 weeks, the website said that the exchange was in process. Several calls were made to On "Customer Happiness" reps and I was told on each occasion that the shipping label had been printed and that the replacement shoes would be shipped within a couple of days. During the first or second week of January 2024, On reps said that the exchange had been cancelled and that my credit card would be refunded. The On website also reflected the cancellation and the pending refund. I waited approximately two weeks for the refund and received nothing. Since, I have made three more calls to On customer service at approximately one week intervals and have been told each time to expect the refund within 2-3 business days. At this point, and after purchasing six pairs of On shoes, I am not sure that I will ever get the refund. I love the shoes, but not the customer support.

"REALLY bad experience!!! AVOID!!!"

REALLY bad experience for a first order and the customer service is appalling - by far the worst I have ever experienced.

Placed an order which never got delivered by Royal Mail and has been stuck in the same status since 31/01 - spoken to 5 chat advisors and 1 customer service advisor who keep using fob off explanations and passing the buck to one another. Nobody wants to take ownership and I’m still outstanding a refund of £350 with no goods!!! No managers available (because it’s Friday apparently) and they can’t get another manager to take over to resolve. All in all, shoddy service and no customer ‘care’ whatsoever.

"4 von 4 Schuhen für die Tonne"

Nachdem mein vierter On Schuh nun innerhalb von wenigen Monaten mäßiger Benutzung mal wieder für die Tonne ist werde ich auf jedenfall nicht nochmal den Fehler machen in die Schuhe von On zu investieren. Für einen 190€ teuren Schuh ist die Qualität wirklich unterirdisch. Nach zwei Wochen fängt die Sohle an sich vom Schuh zu lösen und von den ganzen anderen Stellen wo das Material nachgibt will ich erst garnicht reden. Mein Reklamationsantrag stieß auf viel Gegenwehr, man wollte mir erzählen ich benutze den Schuh Falsch und deswegen Löse sich die Sohle ab. Zugegebenermaßen habe ich den "Cloudwanderer Waterproof" mehr auf der Straße benutzt als in Geröll und Bergigem Terrain für den er angeblich ausgelegt ist, jedoch frage ich mich wie er das aushalten soll, wenn er bereits nach mäßigem gebrauch auf Asphalt den Geist aufgibt. Und Wasserdicht ist der Schuh auch nur die ersten paar Wochen bis sich die ersten Klebestellen lösen und Wasser durchsickert.

"Cloud 5 Waterproof quietscht bei jedem Schritt."

In meiner Fimilie gibt es aktuell etwa sieben Paar On Schuhe, 10 weitere haben wir bereits verschlissen.
Ich bin (war) ein großer Fan der klassischen Cloud mit Gummizug statt Schnürsenkel. Da man mit diesen Modellen aber bereits beim leichtesten Regen nasse Füße bekommt, habe ich nun mal die Waterproof Version gekauft. Leider quietschen die Schuhe grauenhaft. Und das nicht nur bei Nässe, sondern auch im Trockenen bei jedem Schritt. Das habe ich bisher bei keinem meiner (etwa 10) On Modellen vorher. Ich hatte überlegt, ob ich das Modell reklamieren soll, lasse es aber nachdem ich die Beiträge hier (vor allem die Antworten von ON) gelesen habe bleiben und werde wohl demnächst Brooks statt On als Alltagsschuh tragen. Schade eigentlich.

"Lack of commitment"

I purchased a pair of sneakers for my girlfriend as present towards her knees injuries and recovery, she lives 6 hours away on flight, logically I paid Express delivery as the website indicated the date.

Today was supposed to arrive and didn't even left their warehouse yet (not shipped), I called to confirm and they started to talk about arriving on the 12th, unacceptable because I paid to receive on time and take on the flight with me.

The first agent was useless, declined to help in any way, to expedite the order, to cancel the order or allow me to talk to the manager claiming "wasn't in the office". Only saying I'm sorry, like that would cover the plane ticket and all expenses, and definitely I don't see ON calling me to pay for another trip.

I was reached over the phone because I sent the company a message complaining on the subject, I think was the same agent, told him to hold while I took another call and hung up.

I reached back and a second person handle the situation better and offered to cancel the order and refund the money once posted. It wasn't ideal but explained there was "no way for ON Running to provide the shoes on a physical store", I truly cannot believe this, at their own brand store? I could have just pick them.

Now, what bothered the most is she stated "Express" delivery wasn't accurate, had to ship first, that would be FALSE ADVERTISEMENT because their website provides a date and doesn't disclaim any inaccuracies on deliveries, if not, why would you pay extra to get the product on time? this needs to be fixed and I cannot believe a company of such magnitude cannot uphold to their commitments.

I truly want to speak to a rea representative of the company, not a person in a call center and be heard.

"I ordered.cloud 5 online never recieved it"

I ordered.cloud 5 online , it was meant to be delivered on Monday Feb the 5th , I recieved an email saying that there will be a delay in delivery , checked on thier website on Feb 7th to find out that the order is not even prepared to ship , I placed the order on January 30 and since then the status of the order didn't change . Are they advertising goods that they don't have or don't have the logistics for it ? That's very sad as thier shoes looks good and I think they are making good profit , they need new management

"Nep website on-running-nederland"

Nep website gevonden! LET OP: on-running-nederland.com IS FAKE

Bijna een bestelling geplaatst voordat ik het in de gaten kreeg. Het ziet er volledig echt uit totdat je bij de betaalpagina komt en er wat rode vlaggen tevoorschijn komen, trap er niet in.

"5 weeks after return and still no refund"

I returned 2 pairs of shoes - they were never worn nor taken out of the box (it was a Christmas return). These shoes were received by On at its warehouse on Jan 2, 2024. Now it is Feb 5 and I still do not have a refund. Customer service says it takes time to check the shoes and issue a refund. 5 weeks is unacceptable- never have I had such a terrible return experience. Customer service people while polite have no authority to do anything. Good shoes but terrible customer experience.

"Return was received 34 days ago, but still havent been given my money."

Placed an order that said "Order by tomorrow and receive by Christmas" Did not get by Christmas. Then the pants did not fit, so we sent them back. They received the pants to the warehouse on January 2nd. Stated it takes 7-14 days for the warehouse to check them and make sure they are returned appropriately. Did not officially get checked in with the warehouse until January 24th (22 days later). Agent then said 2-4 days from warehouse receiving we will be credited back our account. Today is February 5th (11 days later) and still not credit. Spoke to them again today and they asked me to be patient and give them another 2-4 days. What the hell is going on with this company!!?? It has been 34 days since the company received back their product and they still have my money which is over a $100 for a pair of pants!! I have spoken to 5 different people over the course of this 34 days and all of them have tried to be nice, but the bottom line is no one is actually getting the job done!!!