Review Time
I recently had a disappointing experience with the customer service for On running shoes that I feel compelled to share. After deciding to exchange a pair of shoes that didn’t fit quite right, I experienced an astonishingly frustrating return/exchange process.
Once I sent the shoes back, I assumed the exchange would be processed within a reasonable time frame—but I couldn't have been more wrong. Here I am, almost a month later, still waiting for my exchange to be completed.
I attempted to reach out to customer service multiple times for updates, but responses were slow and unhelpful. It felt like I was just getting the runaround with no clear answer. While someone was following up on my exchange, another agent sent an email stating that they had not received my shoes, although I had the return confirmation 10 days earlier!
Overall, my experience has been incredibly disappointing. A brand known for its performance and quality should surely do better when it comes to customer service. I expected a more efficient process, especially when it comes to something as simple as an exchange. Unfortunately, I can't recommend On running shoes based on this experience.
The shoe I received is the most uncomfortable I've ever worn. The back is incredibly stiff and hard, pressing against the bone above my heel, causing significant pain. Unfortunately, I've worn them for about a week and can't return them, and they were a gift. For such an expensive shoe, this shouldn't happen. I have a different model that is very comfortable.
I ordered three pairs of trainers, but each time they were lost by the courier service. There has been no follow-up from the support team. Although they issue a refund after six business days, they aren't addressing the underlying issue. I've never encountered a situation where I paid for shoes three times, and the company is unable to deliver them.
I am profoundly dissatisfied with this purchase. Even though I spent over $200, the shoes have begun to tear in several spots—as evidenced in the photos—and they haven't been worn much. It's not even been two years, and the state of these shoes is entirely unacceptable given the price and the claims made on the website. I anticipated durability and quality, but instead received the opposite. This has been an incredibly disappointing experience.
I am deeply disappointed and will never order again. I purchased a pair of shoes for my son for Christmas, ordering early as there were only two pairs left. The charge went through, but on the delivery date, I received notifications stating that delivery attempts had failed due to the business being closed. This was confusing since the package was supposed to go to my home address. Upon checking the tracking, I found a random business address listed instead of mine. To resolve this, I changed the delivery to my local UPS store, but they refused pickup because my ID didn't match the incorrect address. I reached out to customer service, and they acknowledged a system glitch but said there was nothing they could do to help. Now, I have to wait 11 days for the package to be returned before I can receive a refund, hopefully by the end of December. Meanwhile, the shoes are now sold out. This was meant to be a Christmas gift my son was excited about, and the entire experience has been absurd and stressful. With the wrong delivery address, lack of support, and the long wait for a refund, I will never order from this company again.
I am extremely dissatisfied with how the company handled both the quality of my purchase and my follow-up complaint. I bought a pair of running trainers for £150, and just over a month later, the soles on both shoes came off. My initial interaction with customer service was positive, but that quickly changed. Instead of offering a repair, replacement, or refund, I was given only a gift card. Not knowing my rights then, I accepted it. I used the gift card for a new pair of trainers, but the order arrived incorrectly—two mismatched shoes in size and color. Upon returning the order, they only processed part of the refund. After following up, I was informed the remaining amount would be given as a gift card… but weeks later, nothing happened. Had I not pursued it again, the refund would not have been processed at all. I have been trying to file a formal complaint with the customer service team since November, but I’ve received no response. For a brand that promotes quality and a premium experience, the service and product reliability I’ve encountered have fallen far short of expectations. Very disappointed and I would advise others to be cautious before purchasing.
I ordered items totaling £665, and the entire order was returned and accepted by them, yet they refuse to issue a refund. It has been over two months now, and I am £665 out of pocket. This is an absolutely disgraceful situation, and I am now forced to contact my bank for assistance.
I have ordered several pairs of shoes and sports clothing multiple times, and all the footwear has been excellent. When the shoes were too narrow or the clothing too large, I returned them easily and received refunds. I’m really surprised by the negative reviews, as I have been ordering from them for years.
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