ON Reviews 221

Absolute rubbish customer service. Offers no help and makes the entire experience even worse. Ridiculously long wait time to get refund. I called multiple times only to receive apologies and lame promises of expediting my refund request. 14 working days later and I still haven't gotten my money back.

Had worst experience both instore and ecom. They asked me to run on carpet to try it out. And when you ship it back to them, they will charge you for the return *without* any intimation.

It was the best decision of my life to order the cloudhorizon shoes ! Very comfortable, exactly like the photo, looks great, arrived in Hungary in 6 days! I will order from here again! Thank you for the fast delivery!
Best regards: Éva

I would like to say, I have some on shoes. I have had two particular pairs that I wear all the time. I washed them in the washing machine for the fourth time today. I do a 15 minute short wash, then take them out and air dry them. They dry quickly. I must say they look like the day I bought them. I checked the sole and everything, still as held together as the day I got them. I went to my cupboard to count just how many pairs I have. I have 8 pairs, all different styles. Well done On shoes. You are truly a force to be reckoned with!!

Really bad quality shoes. The shoes developed a hole in the back after wearing them twice. On refused to return under warranty. Avoid this company.

I bought a pair of ON PAF 2.0 shoes and they were great...for 6 months. After that the shoes started squeaking when I walked on any surface and the soles have deteriorated a lot too. I reached out to customer and the response was its likely due to moisture. A quick search on Google shows that the issue around durability and squeaking is quite a common one - which tells me it might be a design flaw or a manufacturing defect. For a pair of shoes which cost almost $300 and lasted about 6 months - would NOT recommend ON to anyone

Ordered a pair as my wife has been raving about them. Did two runs one 3 miles and one 12 so a grand total of 15 miles and the heel has gone completely smooth! No tread remaining! This is normal wear and tear apparently and I was offered a 20% voucher off of another pair! As if I’m buying another pair! What a con! Avoid at all cost

IF I COULD GIVE -100 stars i would.

This is the worst company I have ever dealt with. I ordered on Sept 4th for delivery on 6th Sept.

The item arrived but upon opening, it was the worst quality product ever. Absolutely atrocious product for the price. I thought okay I will return. The return was dropped of same day by myself. Confirmation on Sept 10th telling me return was received. However, it will take 14 business days to return my MONEY. 14!!!! Numerous times to try & contact customer service resulted in their terrible bot not allowing me to connect to a Human. When I finally did they said we can’t do anything. I WILL CHARGE BACK MY MONEY. Worst company on the planet.

Shoes are unfit for purpose - trainers developed an obnoxiously loud squeak within a few weeks of light use. Can’t take a step in them without people turning round to see where the noise is coming from. Basically they’re unwearable. Customer service is shocking - apparently a squeak doesn’t fall under their warranty terms so they’re not interested. Inside or outside of warranty, if they’ve sold a defective product (an excessively loud squeak is a defect in my eyes) they should try to resolve it.

I should have checked here before purchasing. Ordered shoes and was assured they would be here by Sept.16. On Sept 18, I checked FedEx. No movement since the 16th in a regional Fedex facility. I called ON and was told they could do have Fedex return them to the company and AFTER they received them, a refund would be processed. I explained that if they were lost in the system, they would not be coming back and I would not be getting a refund. I demanded an immediate refund and was told that 'a manager' would have to call me. I subsequently filed a dispute with my credit card to have charge taken off. I will never, ever, ever buy their product again. Horrible service.

I've heard a lot of great things about ON Trainers and thought I'd try them for the very first time. Placed my order and delivery was prompt, and very well packaged. I LOVED the Trainers but very unfortunately they were just the wrong size (not wide enough) so I immediately sent them back (next day) using ON's Return System, which seems very easy. They were collected promptly, returned and processed and I decided to order a replacement pair as soon as my refund was received. However, it has now taken OVER A MONTH for ON to process the return of my money (still not received). I paid instantly, tried the shoes on for just 60 seconds and returned them immediately, in perfect condition. So why does it take a full month to return my money? This is exactly how Customers are discouraged from online shopping, for luxury items that should be a perfect fit. I'm not buying 3-4 pairs of Shoes in one Order to find the right fit, especially if my money will be kept for over a Month before it's returned. I think ON Trainers are cool and I understand the pricing level. I'd probably be a loyal and enthusiastic Customer by now if it weren't for this entirely anachronistic policy. I don't know of any other brand that takes this long to refund Customers!

Returning shoes Just send the shoes, 3 weeks ago to this company, Never heard something back and never get my money back not good company !

I just made a £480 order to the UK on their website. I typed in my home address for delivery, at the checkout when i clicked my payment card it changed half of my address to a different postcode linked to the card (so 2 different addresses mixed together). Despite this not being a real address the order went through I called to amend the postcode or cancel 2 minutes after ordering and they would not do it. I now have £480 worth of clothes going to nowhere. The worst customer service i have ever come across. I like the clothing but quite frankly bot allowing people to cancel or amend and order, especially of this size immediately after receiving it is unprofessional- i will be boycotting this company in the future as they have been terrible in this instance.

Trainers received for my husband. 2 pairs. Both too small. Sent both back. Photo of both received at the warehouse. Refund for one pair. I’ve been chasing now for a month. No replies from them since an email on Monday. Now taken out a transaction dispute with Barclays. I will never buy anything from them again

So I’d already written another review under Amish Patel but of course ON responded to this and referenced an order which wasn’t mine. Again the order is ON221624394424. I just can’t fathom the level of incompetence - lying, stealing money, disgusting customer service etc. it’s been nearly 12 days now to try and get a new return label and I’ve wasted hours and hours talking to customer service who gaslight me saying return labels have been sent, then say they’ll personally request it follow up with an email and never to be heard from again. I’m so sick of this company I’ll never use them again. The generic responses from them on here and in my case, the inaccurate information, just shows how little they care about their customers. ON - to be clear - I STILL don’t have a return label for the other bit of my return, and whilst I’m at it, I’m waiting on a refund for the first part which you received already.

## The Good

- Delivery was fine and arrived as expected

## The Bad (and it’s really bad)

- **Terrible return process** - I’m nearly a month into waiting for my refund
- **False promises** - Their terms clearly state refunds within 15 days, but they don’t honor this
- **Useless customer service** - Tried reaching out via chat multiple times, nobody helps or provides real solutions
- **Poor business processes** - This company clearly doesn’t have proper systems in place

## My Experience

I had to return an item and what should have been a straightforward 15-day refund (as per their own terms and conditions) has turned into nearly a month-long ordeal. Every attempt to get help through their chat support has been met with unhelpful responses or being ignored entirely.

## Bottom Line

Save yourself the headache and stick with established companies like Nike, Adidas, or other major retailers. These big companies have proper customer service processes and actually honor their return policies. 0 n on Trainers might be fine if everything goes perfectly, but the moment you need any customer support, you’ll regret your purchase.

**Avoid unless you’re prepared for potentially losing your money and getting zero help from their support team.**

I have never experience such a delay with a company processing a refund. Once they receive your returned item they take 14 business days to check in your return. Only then do they start the process of your refund. After 19 days of receiving confirmation that they received my return, I have heard nothing and not received a refund. Having followed up with them via chat and also telephone they are still unable to tell me when my refund will be processed and only that my enquiry has been sent to the relevant team for manual processing. Very poor customer service, I would not recommend unless you are sure you will be keeping the items you order online.

I have had a number of pairs of Ons over the years and they are the most comfortable sport shoes I have had, along with the cool look that you don't get with some of the more ubiquitous brands.

Since they are our go to brand for sports shoes, recently we have bought a few pairs for various members of family.

Delivery was very fast, the turnaround between order and delivery no more than four days; in one instance, just two.

Due to inconsistency in widths between different models, although having the same size we've had to make some returns and exchanges.

The whole return process was free, effortless and quick. On top of which, the refund to my credit card was equally speedy.

We were kept up to date with immediate and regular emails both after ordering and returning.

Finding the right fit makes the shoes as good as they have ever been and I have no hesitation in recommending them for quality, looks and service.

I bought a pair of white On sneakers, but straight out of the box they look more like Golden Goose- complete with brown stains included. Whats the quality control.

15.10.2025
I’ve changed my review to excellent because support team was very attentive and my problem was solved quickly.
Impressive feedback. Thank you.

I will never buy off them again, ordered a pair of runners on the 22/8, still no sign of them arriving, original delivery date was 28/8, took over a week to ship them out of the facility in Luxembourg, they were 'dispatched' on the 25/8 and took till the 3/9 to get to Belgium which is a 3 hour 30 min drive away, going off the other reviews I have no hope of the correct ones arriving