I placed an order on 12 December for On Cloud 6 Waterproof trainers with Royal Mail Tracked 24 delivery. The trainers were never delivered and were later confirmed by Royal Mail as returned to On due to an incorrect address (the road name was missing).Trying to resolve this with On customer support was genuinely one of the worst service experiences I’ve had.I contacted On multiple times by phone. Several agents were unable to verify my account despite me providing the correct order number and personal details. Two agents hung up on me mid-call after reading a security script, and I was repeatedly refused escalation to a manager.One agent eventually reviewed the case properly, identified the address issue, and confirmed the parcel had been returned to On’s warehouse.Because I was travelling and could not risk further delays, I had to travel into central London and repurchase the trainers at the Regent Street flagship store. Even there, the store manager could not locate my online order in their system due to an apparent data issue — my full name appears on order confirmations but not on my On account, making verification impossible across systems.As a result, I:Paid twice for the same productSpent hours chasing supportIncurred additional travel costsExperienced repeated rude and dismissive handling from support staffI am now awaiting a refund, but this experience highlights serious issues with On’s delivery processes, account systems, and customer service culture.I would not expect this from a brand that positions itself as premium.
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