On AG Reviews 

I am a loyal customer with multiple pairs of On shoes, but my recent experience with order ON780571520931 has been a masterclass in terrible customer service. I returned a pair of Cloudtilt shoes (Midnight | Ice) within hours of receiving them, and the return was officially acknowledged at their warehouse on 21st March 2026. It has now been nearly three weeks, and I am still fighting to get my money back.

I have sent "miles" of emails chasing this and have been passed between multiple representatives—Nora, Carol, and Gel—all of whom provide the same scripted, unhelpful responses. Despite multiple requests to escalate this to management and raise a formal complaint, no one seems prepared to actually look into the matter or expedite the process. To make matters worse, my latest check suggests the return hasn't even been properly registered in their system despite their previous confirmations.

When competitors like Hoka can process a refund in three days and Amazon can do it almost instantly, On’s 3–4 week timeframe and lack of transparency are completely unacceptable for a premium brand. It is scandalous that I have to work this hard to get a refund for a product I never even tried on. Save yourself the headache and buy from a local retailer or a different brand entirely.

Order Number: ON780571520931
Date of Experience: April 2026

Shambles of a company.

Ordered two pairs of trainers almost 3 weeks ago. Items arrived two days after ordering and upon opening the box, there was two completely different trainers in size 5UK Ladies.

3 weeks later with multiple emails and phone calls, I do believe customer service is non existent…….

Extremely disappointing experience.

I returned a pair of shoes (over $230) using the company’s exact instructions. I used the QR code they provided and dropped off the package at a FedEx Walgreens location. The QR code was scanned, the label was printed, and I was given a tracking number.

Despite following everything correctly, the company is now refusing to issue a refund. They claim the tracking number is not linked to their system and are placing the responsibility on me.

This makes no sense. I only had ONE return and used the ONE QR code they provided. The tracking clearly shows the package moving through FedEx and even reaching Miami, yet they still deny responsibility.

To make things worse, one of their employees previously acknowledged the issue may have been on their side. Now they are contradicting that and blaming the customer.

I have returned many items with other companies and have never experienced anything like this. This is by far one of the worst customer service experiences I’ve had.

I will not be purchasing from this company again.

Response to on : Hi,

Thank you for your response.

I want to clarify that I have already provided all the required information multiple times, including the QR code, tracking number, and proof of drop-off.

I followed your exact return process. The package was accepted by FedEx, and I was issued a tracking number at the time of drop-off. The tracking clearly shows the shipment in transit.

However, your team has already denied my refund and closed the case, stating that the tracking is not linked to your system and asking me to contact FedEx myself. This is not reasonable, as I used the return method provided by your company.

I will wait for your email, but please understand that I expect a proper resolution this time. I will also proceed with my dispute if this is not resolved promptly.

As seen by everyone else's reviews - customer service is awful.

Ordered 3x shoes, 2x arrived and 1x of these were damaged.

Took ages to get a code to return the 2x, awaiting a refund, and then had to do a charge back for the 1x.

I’m extremely disappointed with my experience.

I waited for months for my size to be restocked. When it finally became available, I immediately placed my order and was really excited about these shoes.

Then, just two days later, my order was suddenly cancelled. When I contacted customer service, they told me the item was actually out of stock.

This is very unprofessional. I ordered through their official website, so I expected their stock to be accurate.

It would have been appreciated if they had offered some kind of customer friendly gesture, such as a small discount voucher, especially since this situation was due to inaccurate stock management on their side.

Very disappointing experience.

I bought hiking boots costing £190 less than three years ago which I have worn five times. These were advertised as waterproof (named the "Cloudrock 2 Waterproof"). However, when hiking in wet conditions my feet are completing sodden almost immediately on contact with water.

I alerted On of this and they have not offered to replace the boots, despite the fact that they are clearly not waterproof as advertised and that I am a regular customer.

Instead, I was offered a 20% discount to "replace" the boots - which I won't do given they are clearly faulty by design.

I'll be going to a reputable hiking brand this time round!

I bought onrunning that cost me £170 trail running.after sometime they start making skueaky noise I have used sand paper to rub down hole but still noise.company should recall these shoes and refund the money back.

awful website, terrible User Interface. So hard to get something so simple done.
The chat bot is not even helpful, the costumer service and even delivery was delayed. With the prices they have I would put it as "high end" company but turns out it's not. My total mistake for buying and trusting the brand without verifying 1st.
I only needed to change my shoe size and it was literally, impossible.

I have used my oc shoes sparingly for day to day activities and sometimes at the gym (I also use New Balance 860's and 880's and Nike Vapormax). The heel has just separated from the upper half of the shoe. These are $200 shoes and although comfortable, I cannot recommend them because of durability. An example of why I say this is I have worn my Vapormax for 3 straight Tough Mudder 15k events and they have zero issues. My On Cloud's have never been subjected to anything like that but are now separating the sole from the upper and no longer functional.

I am very very concerned with all of my purchase ON. I have spent more than £700 and all the things are either NOT as shown on your website, or they are defective. At this level of money I would expect there to be a better customer service for starters, plus when I buy from ON at that pricing I expect the quality of the products and colours to be as shown on your website/ app.

I want to escalate my complaint please. I need compensation for my time and effort spent on buying and returning. The only thing I have kept so far are the socks which I'm pretty sure are hard to get wrong. I don't have extremely high standards. I just want a high end product and sports brand to deliver what is shown and advertised.

What can you do for me now?
I have made yet another purchase of the same trainers in the same size for the third time and it's the final chance I'm giving you. All because I just want clean trainers sent to me without marks and stains.
All the clothes I have returned back as the colour and style isn't as shown on your app when I purchased it too.

I also have many more orders placed with issues that I haven't even added in the list of the 5 order numbers provided below

Noone is looking into this case. If they are no one has contacted me or provided any updates.??!

I purchased a pair of On's about 12 months ago, and the heel pad in the shoe started to come away after only a few months of light wear. I contacted customer support after about 12 months because I kept forgetting, and they issued me a digital gift card for the full amount to replace these. It wasn't difficult to engage with them via their website, and this was all closed off within 24 hours. Extremely good and efficient customer service.

I placed an order on 10th March and was sent the totally wrong items, I immediatley alerted ON to the error and was told to return the order. Just getting the return QR code from them took almost a week. The return has been with them now for 2 weeks and I still havent had the correct items shipped out, or a refund. I have spent far too much time chasing for answers and am still no further on. Either post the correct order out or please refund me! I would highly suggest not to order ON directly, go via a retailer that has a legitimate customer service function!

I visited the Regent Street flagship on 24/03/26 regarding my Cloudtilt shoes, which have a known manufacturing defect (severe structural squeaking) confirmed by the in-store team.

The store staff were helpful and directed me to On’s online "Happiness Delivery" for a replacement of the corrected "new spec" version. I went through the normal way of filing a warranty, called customer service who said they could obtain a receipt from the store I purchased as I had lost mine.

I then receive an email asking for details of the purchase so they can find a receipt. A day later I get an email from an advisor saying they won’t be going forward with the warranty, no reason. I reply asking the reason. She copies and pastes the email.

I then email the C-level executives, no response despite multiple follow ups.

Today, 30/03/26, I called the support line and spoke to Georgia, who was incredibly unprofessional. She told me she "couldn't proceed" because I had filed a warranty claim multiple times and hangs up abruptly not even allowing me to have a word. When I called back immediately, she pretended not to know who I was and hung up again.

It is shocking that a "premium" brand like On ignores the UK Consumer Rights Act 2015 and allows staff to hang up on customers over a confirmed product fault. Nor do the senior leaders of this organisation bother responding to frustrated customers.

Potential buyers beware: If your shoes develop a known fault, do not expect "Happiness"—expect to be ignored and hung up on.

—UPDATE—
The ON team reached out and after submitting a warranty claim they have offered a gift card to replace the shoes at their shop. I appreciate the solution but please look into the reported issues since this happened after using the shoes for barely a few weeks. I have updated my review to reflect their customer support which so far has been excellent in my experience.
—

The shoes are comfortable but have many issues. I have two pairs of the Cloudtilt model, purchased directly from On. Both models started squeaking after a few weeks use. The insole is awful, really hard and thin and makes your feet hurt after walking for a while, I’d expect a better quality insole for the price point. They also only provide elastic laces which are not that good. That means I had to pay a premium price point for a shoe where I need to replace insole and laces, and their longevity is poor since they start squeaking within a month. Really disappointed, won’t be buying again…

It is totally unacceptable that you cannot speak to somebody.
I have spent thousands of pounds with On and I’ve now had two very recent issues with first an exchange and secondly a missing item. You spend hours back and forth with emails trying to get it sorted.
Their business model appears to be to have problems with deliveries, make it really difficult to get a resolution in the hope that you get fed up and go away so the cost of your unfulfilled order benefits their bottom line!
Great product, terrible customer service.
Get your act together and provide a telephone number!!!

I placed an order today for On Cloud shoes for my wife. I realized after I placed the order that I accidentally included the incorrect street address. I immediately contacted customer support 10 minutes after placing my order as I realized there is no option to edit the order online. I was informed by customer service that even though the order hasn’t processed yet there is no way to edit the address or cancel the order. The only thing they can do is contact FedEx after it ships and ask them to hold the package at the warehouse for me to pick up. I realize it was my mistake but it is unfortunate that customer service is literally unable to do anything to help. I have to count on FedEx holding the package or the shoes I spent a lot of money on will be delivered to someone else. Frustrating to say the least and I will never be buying their shoes again.

They say they are at my full disposal but that’s a lie they never had any compassion when my order went to the wrong address was received by a neighbour and put out by my door and got stolen and now I’ve been left without trainers all the money they’ve done nothing to help me out. How is that and my full disposal how is that?any help to me ????? No solution. No goodwill gesture nothing.

I've tried returning on their website and it crashes every time. I've tried on my phone, my laptop, and my iPad. Crashes when I try to do return.

I placed an order with On Running (first time I have ordered with them) and 2 pairs of shorts were missing. I contacted customer services who looked into it and sent an email saying, ‘After looking into your case, it seems that similar issues have been reported from your account multiple times in a short timeframe.
For this reason, we cannot accept your missing item request.’

I contacted customer services asking for an explanation given this was the first time I ordered with On Running. No one would give me an explanation but would read out the above email and then hang up without letting speak or giving any other information about other supposed ‘similar issues.’ I phoned on 10 occasions for the same process to happen and no one would let me speak with a manager/supervisor.

I have had to escalate a dispute via my credit card company.

I returned one pair of shoes after buying 2 for choice over a month ago. A week after they had received them they said I would receive a refund by return. It has now been over a month. I called from the store and they said they didn’t recognise the order number after hanging on for supervisor they said still couldn’t find my number. Person spoke over me and slammed phone down on me. I called again through store manager and someone then found my order number after hanging no one says sorry still no refund