"So frustrated "

Ordered running shoes but unfortunately they were too small, returned requesting a larger size. ON received my return on 02.01.2025 and to date (19.01.2025) I have not received my exchange pair. Endless online chats with no resolution. I now want a refund as I am so fed up waiting. No contact details available. ON, please contact me and refund my purchase. Thank you

"Dreadful."

Purchased a pair of trainers last month and they arrived after a delay - no big deal. Unfortunately they weren’t my size and a little clumpy so I returned them.

I returned them same day and the warehouse received them two days later. I have now been waiting two weeks for a refund or any sort of communication from the company, when i chased it up through online chat I was told it would take a minimum of 14 working days to return my money. It is a ridiculous timeframe that should put anyone off buying from them.

Trainers at the price they charge come with an expectation you are receiving a decent service and this hasn’t been the case.

"Sehr guter Tragekomfort"

Sehr guter Tragekomfort, doch die Langlebigkeit könnte verbessert werden.
Seit einigen Jahren trage ich hauptssächlich On Schuhe und finde sie sehr bequem und möchte sie nicht missen. Die Haltbarkeit hat in den letzten Jahren doch etwas nachgelassen, dennoch bin ich bei berechtigten Reklamationen immer auf Verständnis gestoßen.

"They are AWFUL "

They are AWFUL

AVOID AT ALL COSTS.

I paid £210 for size 6.5 shoes and they sent me a size 9 in a discontinued shoes! Refused to refund me and I had to claim it back through my credit card company.

I don't know who runs this business but they are awful and customer service is unhelpful and entitled.

AVOID AVOID AVOID

"A complete disaster."

A complete disaster.
We purchased shoes from their store and had them shipped to our home. However, a different size than what we ordered was delivered. We requested an exchange and sent the shoes back. Despite waiting for nearly a month, the shoes never arrived. When we contacted them, we requested a refund. They agreed and asked for the payment method. We told them it was made by card. Later, they contacted us via email saying they couldn’t process the refund to our card, which is still active. They requested the invoice, which we provided, but we still haven’t received a response. We’ve paid for the shoes, but we don’t have them!

"HORRIBLE AND WORST CUSTOMER SERVICE…"

HORRIBLE AND WORST CUSTOMER SERVICE EXPERIENCEMy with On Running’s…
My experience with On Running’s customer service in late 2024 was nothing short of disastrous. In September 2024, I made a purchase from on.com, expecting a smooth transaction and quality product. However, what followed was a series of frustrating events that left me questioning the company’s commitment to customer satisfaction.
When I decided to return the item in September 2024, I encountered numerous obstacles. The return process was unnecessarily complicated, and the company’s 30-day return policy seemed to be applied inconsistently. Despite following their return instructions meticulously, my attempts to receive a refund were repeatedly declined without clear explanation.
The customer service representatives I interacted with were unhelpful and seemed poorly trained to handle customer issues. Hold times were excessively long, often exceeding the promised 3-minute average. When I finally managed to speak with a representative, they were unable to provide satisfactory solutions or even basic information about my order status.
Multiple attempts to resolve the issue through On Running’s official channels proved futile. The lack of communication and transparency was appalling. My order details mysteriously disappeared from my account, leaving me with no way to track or verify my purchase. This level of disorganization is unacceptable for a company of On Running’s size and reputation.
The constant back-and-forth with ineffective customer service representatives was exhausting and time-consuming. It felt as though the company was intentionally making the process difficult to discourage returns. This experience aligns with reports from other customers who have faced similar challenges with On Running’s customer service.
After weeks of frustration and numerous declined credit attempts by On Running, I had to resort to involving PayPal to finally secure my refund. It’s disappointing that a third-party service was necessary to resolve an issue that should have been handled efficiently by On Running’s own customer service team.
In conclusion, my experience with On Running’s customer service was abysmal. The combination of shipping delays, unresponsive customer support, and a nightmarish return process has completely eroded my trust in the brand. I would strongly caution potential customers to consider these issues before making a purchase from On Running. This experience has ensured that I will not be a returning customer, and I urge the company to seriously reevaluate and improve its customer service practices.

"Mauvaise qualité bouloche "

Nul achat réaliser en décembre magasin des champs Élysée. Après 2 lavage en machine à l’eau froide le sweat et le jogging bouloche. Je n’ai malheureusement pas conserver le ticket de caisse mais j’ai bien l’achat dans mon relevé carte bleu. Passer votre chemin ce n’est pas de la qualité du tout. Je suis dégoûter au vu du prix.


Réponse suite :

Je vous remercie pour votre retour mais mon sweat et mon jogging sont tous les deux dans le même état et ce après 2 lavage machine à l’eau froide, et comme je n’ai pas conservé le ticket de caisse je n’ai pas de garantie possible.
A mon grand regret je pensais tellement que c’était de la qualité. D’où mon avis à 1 étoile je suis tellement déçue de la qualité de vos produits. Je m’attendais vraiment à mieux au vu du prix.

"Nachdem ich nun 6 mal ON Schuhe gekauft…"

Nachdem ich nun 6 mal ON Schuhe gekauft habe mit Zufriedenheit wollte ich mein Weihnachtsgeschenk reklamieren. So ein Theater im Internet mit Chat etc. habe ich noch nicht erlebt. Mit Fotos von den Sohlen und innenliegendem Etikett. Dann passiert nichts weil ich das alles nicht absenden konnte. Funktioniert nicht.

"Poor After-Sales Service"

I am writing to express my dissatisfaction with ON Shoes. I purchased my first pair of Cloudrock Waterproof boots primarily for their comfort, as I had undergone Achilles tendon surgery. While I am satisfied with the quality of the product itself, I am deeply disappointed with the company’s after-sales service.

My first negative experience occurred when I needed replacement laces after one broke. Unfortunately, there were no original replacement parts available. I reached out to customer service for assistance regarding my tendon issue, but the best offer I received was a 20% discount on a new purchase. Despite this, I decided to buy another pair of boots due to the overall quality of the product. However, upon receiving the new boots, I was surprised to find them wrinkled and noticeably different from the photos on the website.

When I brought the issue to customer service, they requested photos for verification and insisted that the product was "normal." This response raises serious concerns. If the product is truly not defective, why does it look so different from what is shown in the website photos? There are two possibilities: either the product is defective, or the marketing team has failed to accurately represent it.

Given the poor customer service, I have decided to return the product. Great companies should have a better understanding of their customers' needs.

"Purchased as a gift and returned as…"

Purchased as a gift and returned as they were too narrow. The company received them on 01 January and I have still not received my refund