Michelle

Paid £7.95 for express delivery which is a considerable sum of money for this service and clearly had no intention of processing my order in the 24 hour window. I needed the item ASAP, which then gave me the hassle of not only not having the running spikes for my daughter's competition, but then having to go to lengths to return the item. Absolute disgrace, I could have easily taken my custom elsewhere. It's clear from coming here that I am not the only one experiencing such dreadful customer service. I would avoid at all costs.

EDIT: Its been almost 72 hours and I still await a reply from Nina in customer services who has gone AWOL. On clearly do not want to deal with complaints, hence the 2300 of them on here!!! Apparently the issue is due to my gait and the environment I run in. I have asked what gait and environment these trainers are indeed suitable for?! but obviously they can't answer that!


Oh wow! Why did I not check on trust pilot before buying my trainers! 1.4* says everything! I am a firm believer of giving a company a fair chance to resolve an issue, however my experience has been nothing short of diabolical.

My £170 trainers have started squeaking each time the heel compresses. It's both irritating and embarrassing! especially walking around the gym. Having spoken to friends at the gym, 3 others have reported the same issue with their cloud monsters and all received a refund. But On are refusing to refund me! I am not sure what I have done differently? I also note that having been on the running forums on the internet this appears to be a common fault. Again many have been refunded for this...but not me???!!!

This is my fourth pair of On shoes and to be honest they have all been a disaster. I was an early adopter of the On walking boot, which developed a hole after a few months. I then purchased some walking/waterproof shoes which fell apart and now my most expensive shoes have developed a squeak.

Honestly from speaking to people many are moving away from the brand as they too have had similar experiences. I really hope this review stops others falling into the same trap.

I might also add I was disappointed that Jarred from customer services saw fit to end our dialogue and ask for a review of his performance leaving my last email unanswered. A rather bizarre thing to do. But understandable when you cannot actually justify why others have been refunded and I haven't?!

There are so many other brands out there - please don't buy from On.

Software was average, I often couldn't do what I needed with it. There are better solutions out there and it is very expensive for what it is. They also literally just took payment for this year and despite having not used their service for well over 2 years (I forgot it was on auto renew) this is another example of a company which will grab your money and refuse to refund it. I would definitely avoid VISME and it doesn't surprise me to see such a low Trustpilot score.

I wish I had gone on Trustpilot before purchasing from this company. Shocking, its been almost 4 weeks and am yet to receive my goods, I have sent several emails and been given excuse after excuse. Apparently they didn't realise shipping documents needed to be signed to release the goods! Never heard such rubbish. Another australian company managed to ship me by goods in under 1.5 weeks. I just want my money back and to move on from this dreadful experience. I will be contacting my credit card company today to issue a chargeback. Please do not order from this company, there are so many other companies to purchase from.

Horrible rude company.

I just received an email from them stating my returns were too high and as a result they would penalise me financially for future returns. I have actually kept a fair few items from this company. But unfortunately not all items are of good enough quality and fit so I have returned them. But now I’m to be penalised for their poor fit or product!!! First time as a customer I have ever received an email like this. Honestly don’t bother…plenty of other gym wear brands that truly value their customers.

Here’s the email they sent me…

"We really value each and every one of our customers, and one of the ways we keep pricing down is by being fair to all.

Customers with high return rates increase the cost of the business, and we can either alter prices collectively for all, or only for those who fall into the high returner category.

Based on your current return rate, you have fallen into this category and your return fee will reflect this. This will apply to any orders placed on or after the 13th May 2024, that you return. However, if you continue to shop with us and your return rate changes, we will review your return fee in line with our T&Cs."


It's all very well you responding like that, but the policy is just shocking and completely off putting. Maybe you don't see me as a good customer, but I was loyal to the brand and was looking to make a purchase until I received that email. Part of the issue with buying online is that the consumer has to take a punt on whether the clothes will look good on and what size they will be. I'm often caught between sizes so I order medium & small and will return the one that doesn't fit right. But now I will be penalised because in effect I am returning 50% of my order?? But according to your policy it would be okay to order all small.....and then exchange (at no added cost) for all medium???? Have you thought this through? So you would rather handle 2 deliveries and 1 return instead of 1 return and 1 delivery???? Honestly the customer service and the value placed on customers is appalling.

I've ordered a couple of times from Crosstown and their doughnuts never fail to disappoint. It's a shame they are so expensive, otherwise I'm sure I would order more frequently.

Ordered several base layers. Items arrived quickly as described.

I absolutely love the Night Drink. It’s become a critical part of my evening routine. I make it in my velvetiser and mixes perfectly. For me it’s ideal as it’s so low in calories so I can easily incorporate it as part of my regular evening routine.

I have an Apple Watch and can see that the drink makes a big difference to the quality of my sleep. I definitely sleep much deeper and am more refreshed when I wake up.

As for the taste it’s not comparable to a cadburys hot chocolate, I think it tastes richer and more chocolatey and considering it has all the health benefits too I love the taste.

On my 6th tub 🙌 thank you!!

I’ve tried quite a few different brands of protein bar now but always come back to grenade. The salted caramel is my favourite along with the peanut butter and jelly.

Great job from Andrei who managed to repair the tyre in question. Andrei was very knowledgeable too. Will definitely use the mobile tyre fitting service again.

First time using this company - flowers arrived on time and as described. Receiver was very happy with the flowers they received and I will definitely be using again. Thank you!

Wow, where do u I start. Ordered 2 rucksacks and one failed to turn up. Contact customer “care” made to fill in a form which will take 10 days to investigate! No continuity with customer services rep. Just scripted replies. Took them several days to respond and tell me there was an error on my form. Please remember the issue is on their side not mine, yet all the onus has been placed on me. I have had issues with non delivery with a different site in the past and this was rectified within 12 hours of me contacting them!

I have even sent an image of the delivery which clearly shows the weight of the parcel did not equate to 2 rucksacks. Essentially at present blacks have taken my money and failed to deliver the goods to me and taking forever to resolve this, so much so I will not receive the equipment in time for the expedition.

Just stay away, not worth it if you have an issue with delivery. There are better companies out there, with better customer service.

At the end of the day when many companies sell the same goods it’s the customer services that sets them apart!