on.com Reviews
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1.4 / 5
Average user rating
325
Total reviews
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on.com Reviews
Read real experiences from customers of on.com.
Brands may not incentivize or pay to hide reviews.
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Cate H.
March 31, 2026
Cloud 6 sneakers are a nightmare!
The Cloud 6 sneakers (and likely any sneaker this company makes that has the same bottom sole design) are a nightmare. From a comfort perspective, they feel like sneakers. Maybe a little narrow, but I like that in a running shoe. From a performance perspective, these are the WORST sneakers ever. Loud squeaking developed within the first month of wear, and the Internet is full of solutions from users who make solutions and pastes and attempt to clean out the little spaces in the bottom of the shoes. Who has time for all that? I've never had sneakers that required maintenance to ensure they don't make embarrassing noises! Furthermore, the "cloud" sole is constructed in a way that these sneakers CONSTANTLY pick up and hold onto small stones. If you live in an area with gravel or any pebbles on the roads, these sneakers will pick them up. This major design flaw will drive you nuts (and ruin your floors). I've had these sneakers for less than 10 months and I can't wait to replace them. Finally - take note that there are no reviews on the on.com website. And I believe there's now a class-action lawsuit against the company for failing to address these known design issues reported frequently by customers. Buyer definitely beware!
Angel
March 26, 2026
“Ordered shoes from @on_running
“Ordered shoes from @on_running, waited 2 weeks, then told they’re out of stock only after I contacted them. Very disappointing service.”
Timur
March 24, 2026
Extremely poor service
Extremely poor service. I placed my order on March 15, 2026, and it has been stuck in “preparing” for days with no shipping date. Customer support provides no real answers, just copy-paste responses. This is very frustrating and unprofessional. I would not recommend ordering from this company.
Mr M
March 23, 2026
Poor experience with On Running On Cloud
Poor experience with On Running (On Cloud shoes / on.com), specifically their returns and refund process.A returned order was confirmed as received by their warehouse, but the refund was not processed within their stated 7 to 14 business day timeframe.Customer service responses were polite but repetitive and did not provide a clear refund date. Multiple follow ups were needed with no clear progress.In the end, a bank dispute was required to recover the funds.If you are buying from On Running or On Cloud shoes via on.com, be aware that the refund process may be slow and unclear if something goes wrong.
MQ
March 21, 2026
Lack of Quality Assurance
Purchased a pair of UK Size 9 pale blue On Running trainers for £110. Parcel arrived containing a UK Size 6 in white. Suggests to me that there is no QA process in place before items are sent out for delivery. I’ve now got to go through the inconvenience of returning the item and to wait between 7-14 days for a refund. First time shopping with this company and will be the last time.
Ilias
March 20, 2026
Ordered shoes worth €400
Ordered shoes worth €400, didnt get an invoice nor a tracking ID. Support refused to help, told me to call the postal office (without a tracking id mind you). Pure incompetence and borderline fraud. Escalated my issue to PayPal and will request a refund on their side. Don't order.
R.T
March 19, 2026
The premium price tag does not reflect…
The premium price tag does not reflect a premium product. I've only had my trainers for 5 months and already the fabric on the heel has completely worm away to reveal the hard plastic inner which now causes blisters and sore patches, so I have to wear plasters. They've developed a really loud squeaking noise when out walking!!?!? Soles have worn to a point that make them feel far older than 5 month so durability is poor. Won't buy again.
Wilson
March 16, 2026
Genuinely a terrible terrible company.
Genuinely a terrible terrible company.The first pair of shoes I bought had to be returned as they squeaked. On wouldn't refund me and sent a gift card instead. I order a new pair and they send me the wrong shoe and size!!I contacted them on Thursday-within 15 minutes of it being delivered-to make them aware of it and that I was going on holiday Tuesday (tomorrow) and need the shoes for my daily run. I was informed by colleague Myrl that if I return the shoes on Thursday that she would contact the exchanges team and ask them to send the correct shoes out as soon as the returns label is active. I rushed out at lunch to the Post Office. Its now 3pm Monday and I've still not received an update. Disgusting customer service, wish I had had bought Hoka's or Asics like I planned on.
Manon - Plan M
March 16, 2026
Shoes broke after 2–3 uses – customer service refuses to help
Shoes broke after 2–3 uses – customer service refuses to helpVery disappointing experience with both the product quality and the customer service.I received a pair of On running shoes as a gift. The shoes are practically new and have only been worn 2–3 times. After this extremely limited use, the lace eyelet broke, making the shoes unusable. The condition of the shoes clearly shows that this is not normal wear and tear but a product defect.I contacted customer service and provided photos showing that the shoes are still in almost new condition. However, because I do not have the original receipt (the shoes were a gift and paid in cash), they refuse to even evaluate the defect or offer any form of solution.Instead of addressing the obvious quality issue, customer service keeps repeating their internal policy about proof of purchase. While I understand that a receipt is normally required for warranty claims, completely ignoring a clear defect after only a few uses is very disappointing and not what I expected from a premium brand.What made the experience worse is that the responses felt very scripted and focused only on policy, rather than trying to help resolve the issue.For a brand that markets itself as high-quality running gear, I expected much better product durability and customer support.Unfortunately, this experience has left me very disappointed with On, both in terms of product quality and how they treat customers when something goes wrong.I would be happy to update this review if the company provides a fair solution.
erik
March 12, 2026
I placed 4 days ago an order and saw…
I placed 4 days ago an order and saw that it was still in proces. when i finally connected with support , it came out it was not in stock. No one informed me about this. Then i asked to sent another color and they told me wait for the email. when i received the email they said within 10 businessdays you receive refund. then i receive email to sent the goods back ??? When i contacted again they just deleted the conversation. this is very very bad service.
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