On AG Reviews 

UPDATE 20/05: On AG replied with a generic template completely ignoring the facts. Your team explicitly admitted in writing that these are 100% genuine and "clearly illustrate a localized material issue." Under the UK Consumer Rights Act 2015, a retailer's "Global Warranty Guidelines" do not override statutory laws regarding manufacturing defects. You have admitted the product is faulty; hiding behind paper receipt bureaucracy for a verified genuine item is a breach of consumer trust. Escalating this to Citizens Advice.

Disgusting would never use again. 125 trainers delivered full of marks.

I returned the items, they confirmed that it's lost and I will received a refund. After some time I was contacted by their agent that I won't get my money back.
I have many proofs, screenshots regarding a refund.

Now I did not receive a refund, also items are lost. Items have been returned with ON return label.

Very poor customer service. Don't recommend.

Order ON685969786931

Worst everrrrr. Exchanged trainers didn’t recieve new pair. AVOID

I actually love on trainers - I have a few pairs which are great. The reason for losing stars however is every single pair I have (4) are different widths with the latest pair making my feet numb. I know a few people who have said the same thing- seems they've changed the fit since last year making them narrower - which makes no sense. Unfortunately this will lead to myself and others moving to other brands. Doing yourself out of customers

I want to provide a constructive warning for active people considering the On Cloudtilt Moon. When you first put these shoes on, the CloudTec Phase™ and Helion™ superfoam feel absolutely incredible—like walking on pillows. They are arguably the most immediately comfortable casual shoes I have ever slipped onto my feet.However, there is a major biomechanical caveat if you plan to wear them daily or stand still in them. Because the foam is ultra-soft and completely lacks a rigid structural plate (Speedboard), the platform is highly unstable. Over two months of daily use, my feet were constantly micro-wobbling to stay balanced. This forced my glutes, hip stabilizers, and lower back muscles into severe chronic fatigue, resulting in alternating hip pain and lumbar stiffness every evening.Interestingly, the pain subsides when walking outdoors (where the rocker sole keeps you moving), but it severely intensifies when standing still or relaxing at home afterward. My prior shoes were firm Eccos and Nike Air Forces, and switching to this extreme level of "mushiness" completely altered my pelvic alignment.Be aware that On Customer Service treats this strictly as an "individual compatibility issue" and will reject any warranty or exchange requests if you face this physical response outside their 30-day window.
Just to mention that I did purchase 2 pairs of Moon model of different colours and 3rd pair of different shoes.
Despite me showing support for the brand, other than offering a discount on future purchases there wasn’t any other options offered to resolve this problem.
Quite frankly disappointing and will not be returning or recommending this brand.

Ordered grey geo 6 waterproof,,, received black running shoes , contacted customer care who gave me the chatter but actually were a waste of time still trying to get what I ordered ,,,,, Just Avoild OC like the plague !

Shocking or non-existent customer service. For such expensive shoes, I would expect at least someone to read the emails I sent. Sent shoes back a month ago and after 1 month I got information that I was refunded but money never arrived, it has been 2 weeks now. Scam

My shoes shrunk. I offered to send them back so they could see. They refused. They said by email it’s a fit problem. My shoes fitted me when I bought them, but now do not. I’ve spoken with 6 different customer service reps, each one says the same thing. The care has been passed to Esrra, he or she hasn’t bother re contacting me for 10 days. I’ve asked to speak to there legal team but they are not able to transfer at all within there company, really poor for a company with an “happiness team”!! They are the worse company I’ve ever come across, they have no standards and don’t care. There products are sub standard it appears and shrink. But they said my feet have grown, I’m fairly old ! They definitely are not growing. Tomorrow we will be sending a court letter through the small claims court.

I’ve got 2 pairs all 4 shoes have a rip in the same place, I use them for running and walking, feel like it ripped after 2/3 weeks of having them, never been more disappointed with shoes. 10 outta 10 would not recommend if your planning on moving in them 🤗

I am 81 years old and I purchased my first pair of women’s Cloud 9 shoes for my trip to Thailand. Not taking a pair of hiking boots, I had no choice but to climb Dragons Crest Mountain in Krabi, wearing my Cloud 9 shoes. Three hours up and 3 hours down my shoes continued to be comfortable and sturdy. All they needed after was a good washing.
For anyone who has climbed Dragons Crest, you know it is a rigorous, difficult, straight up climb and dusty.

Shipping is ridiculous. 3 days to ship product out and by the worst shipping company. I'll never buy from ON again until they get rid of FedEx. Shoes are now 4 days late..

This was my reply on 27th match after 6 weeks of trying to get help from someone and its now
7th and still no reply no one been intouch I'm going to post all over social media

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Reply from On AG

Mar 27, 2026
Hello Michelle,

Thanks for sharing your feedback about your experience with On. We’re sorry to hear about the issues you encountered with your trainers and the difficulties with the claim process. We understand how frustrating this must have been and appreciate the time you took to provide all the necessary information and proof.

We’ll coordinate with our internal team to ensure your case is handled appropriately and resolved as quickly as possible. Please rest assured that we are here to support you and remain at your full disposal for any further questions.

Thank you for your patience and understanding.

Best regards,
Your On Team

Review of Evri

Michelle Halford
10 reviews

May 14, 2025

Verified
Not good
there wasn't anyone in so the lad left my parcel behind my husband car on the drive but didn't put a note to say he done that.i had to look on my camera so not good

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Review of Virgin Media

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Reply from On AG

Mar 27, 2026
Hello Michelle,

Thanks for sharing your feedback about your experience with On. We’re sorry to hear about the issues you encountered with your trainers and the difficulties with the claim process. We understand how frustrating this must have been and appreciate the time you took to provide all the necessary information and proof.

We’ll coordinate with our internal team to ensure your case is handled appropriately and resolved as quickly as possible. Please rest assured that we are here to support you and remain at your full disposal for any further questions.

Thank you for your patience and understanding.

Best regards,
Your On Team

Review of Evri

Michelle Halford
10 reviews

May 14, 2025

Verified
Not good
there wasn't anyone in so the lad left my parcel behind my husband car on the drive but didn't put a note to say he done that.i had to look on my camera so not good

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Review of Virgin Media

Customer service on the chat is absolutely appalling! Mohamed pretends he is assisting with faulty trainers that they sold me yesterday, then I never hear back from him again. Went on the chat again with Mohamed today and then he pretended I didn't speak to him yesterday!!!!! He then ended the chat, without dealing with my faulty trainer issue!!!!! I can't stand people wasting my time..This will be the last time I am buying from this company!!

Order arrived 5 days late and there were missing items.

Customer service can't tell me when this will be rectified just asked me to print out and sign a paper form. It's 2026, it should be much better.

Shoes are good, but buy from a store the online "service" is shambolic.

Absolute shambles of a company. Bought 2 pairs of trainers, requested a refund on one pair. My card then expired and I was issued a new card by my bank. The refund failed, I contacted On and my bank, both naturally blaming each other. I asked for the refund to be issued to my new card at which I was told again to contact my bank. The chat was cut short the second time round after talking to my bank for no reason while I was typing saying I was inactive yet talking with the agent. Still no refund, company is a joke and the last time I buy anything from them. Absolutely ridiculous and shoddy CS.

Really love my wide fit cloud 6 trainers but unfortunately after 5 months of wearing them, the stitching is coming away on both shoes where my big toe sits creating a hole. I’ve looked online and really wish you had more options in the wide fit styles because they are so comfy. I bought a pair of normal cloud 6 but they are too tight for my wide feet.

UPDATE: after couple of hours of raising the issue On issued a voucher of equivalent value. Excellent customer service support makes up for disappointing product.
I bought a pair of Cloudvista 2 Waterproof. The shoe's key feature is being waterproof however the material is fragile and got torn within 3 months of normal usage for walking. With that tear the shoes is no longer waterproof so basically it has lost all the extra feature for which I paid the extra money compared to the equivalent not waterproof product. This is quite bad product design, as the material needs to be waterproof, but it also needs to be fit to the purpose of resisting to walking on it. This is the main purpose of a shoes really.

At first I wasn't happy with a pair of on clouds which the sole come away after 5 months of light wear and their first response to my issue, but the customer service have now resolved my issue. Still hesitant to pay so much money for their shoes. Maybe was just one bad production line who knows, but in the end on cloud customer service warranty resolved my issue.

Bought a pair of ON cloud trainers for £160 in February 2026 from JD Sports.

They are comfortable, however, the build quality is shockingly poor considering the price point.

The stiching is poor in places. The logo tab fell off the left trainer, the tread is reducing rapidly and is completely gone on some parts of the sole. This is not good for 3 month old trainers.

The laces are on the verge of breaking due to wear on the top eyelet.

I have trainers from other makes that are 4 years plus and are as good as new.

This is my first pair of ON and with regret my last.

Please think carefully before purchase, mine only have light use, if you run then these are not going to last long at all.

Poor quality shoe.