On AG Anmeldelser 3 150

Bought a pair of On shoes at El Corte Inglés and they broke in less than two months.

What followed was worse than the product itself.

I provided photos and reached out to On. They sent me to the retailer. I went in person to El Corte Inglés, only to be told they can’t reissue the receipt without the original purchaser present. At the same time, they made it clear this kind of issue should be handled directly by the brand.

So I’m stuck in a loop – brand sends me to retailer, retailer sends me back to brand – over a clearly defective product.

For a company that positions itself as premium, this is unacceptable. Premium isn’t just about design and pricing, it’s about taking responsibility when something fails. Instead, they hide behind rigid policies and leave the customer to deal with the consequences.

If you’re considering buying from On, just be aware: if something goes wrong, you may be on your own.

I ordered three pairs of trainers from On over two separate orders the same day, as I wasn’t sure which pair of trainers I would prefer. The first order containing one pair arrived the following morning with no issues. Later that day the second order arrived containing only one of the two pairs I’d ordered despite both pairs being present on the tracking e-mail. I contacted On by telephone to report a pair missing and was advised that I would be sent an e-mail containing a missing item form. I phoned again shortly after as I hadn’t received the e-mail yet and I was concerned as to where the missing pair were, I had taken delivery of one pair but my e-mail was showing both as delivered. I was again told I would receive the e-mail containing the form that day, but it didn’t arrive until the following day.

I completed the form and replied to the e-mail providing the Royal Mail proof of delivery with some additional photo’s of the package I had received (containing the one pair) and accompanying postage label.

Three days later, I received an e-mail advising me that “After looking into your case, it seems that similar issues have been reported from your account multiple times in a short timeframe. For this reason, we cannot accept your missing item request.”. I can’t understand why this is, as these were the first two orders I’d placed with On.

I replied to the e-mail and followed up with a phone call to On customer services “happiness delivery team”, after providing my details and order number, I was briefly placed on hold, when the representative returned, as if reading from a script said “it seems that similar issues have been reported from your account multiple times in a short timeframe. For this reason, we cannot accept your missing item request.”, they couldn’t be interrupted and hung up immediately after they’d finished. I followed up three times with the online chat, but each time I provided my details and order number, I was responded to with the same reply followed by the chat abruptly ending. I have followed up by e-mail again since but haven’t received a response.

I’ve spent £150 on a pair of trainers that I didn’t receive and the company I purchased them from have no interest in resolving the issue! I’ve never known such bad customer service or been left so frustrated when purchasing any product before. I will be taking this matter further with the Financial Ombudsman Service and Trading Standards.

Mussten jetzt zum 1. Mal die on‘s meines Mannes reklamieren, an beiden Schuhen löst sich an der Ferse die Sohle!

Die Antwort die ich bekam:
„ Wir haben uns deinen Fall angeschaut und festgestellt, dass du ähnliche Probleme scheinbar mehrfach und in kürzester Zeit über deinen Account gemeldet hast.

Aus diesem Grund können wir deinen Antrag auf Garantie nicht berücksichtigen.“

Ich habe in den letzten 5-6 Jahren noch nie eine Schuh reklamiert.
Ich habe ca. 8 Paar ins, mein Mann 4 Paar.
Das ist eine absolute Frechheit diese Antwort.
So sehr ich diese Schuhe liebe, aber ich werde mir keine mehr kaufen.

emailed on runner regarding my shoes i purchased from JD back in October, but didn't wear them until December (Christmas present)
They have started to squeak when i walk, raised a complaint with on runner - who have advised my online receipt and email from JD isn't good enough for proof of purchase. JD have advised they need to contact them if they need anything further. I'm now getting no response and totally ignored, absolutely shocking service

100% not a trustworthy company. I purchased £1150 of gym items from the On using my Amex. Returned all the items as they didn’t fit properly in the original packaging unworn and in the correct timescale.

I then got confirmation of receipt of my return.

Despite that I have still no refund 10 weeks later. I have sent numerous emails and they keep giving me the runaround. Absolute thieves. BE Warned!

I will try and get Amex to get me my money back.

Just terrible customer service!!!! I finally got a hold of someone. My year old, On Cloud shoes are still usable, but one of the elastic shoelaces snapped. They are slip on shoes, no need to lace as the laces are built in.
The lady was like, oh, yeah we've had a lot of complaints, but we do not offer replacement laces. Keep checking stores and our website cause we might offer them in the future.
Thanks a lot! $150 shoes down the drain!!! Do not buy. I won't ever again.

Die Qualität der Schuhe ist unterirdisch. Genau 2 Wochen nachdem die Garantie abgelaufen ist, ist innen an der Ferse der Stoff eingerissen. Dabei wurden die Schuhe nicht regelmäßig getragen. Von Kulanz fehlt jede Spur. Es gab einen 20 Proszent Gutschein für den komplett überteuerten Shop. Premiumpreise für Chinaschrott und nicht vorhandenen Service. Kauft lieber eine andere Marke. Ich bin maßlos enttäuscht.

Leider habe auch ich erfahren müssen, dass Garantieansprüche gerne abgelehnt werden.
In meinem Fall hat auch der Beleg der Kreditkarten Zahlung nicht ausgereicht.
Mit erheblichen Aufwand ist es mir gelungen den Kassenbeleg auf ein A4 Papier mit Name der Schuhhauses sowie Datum und Unterschrift zu bekommen aber auch der würde abgelehnt, weil (Original OnCloud)
Alle Informationen :
– Name des Händlers
– Gekaufte Artikel und deren Preise
– Kaufdatum müssen auf dem Kassenbon stehen.
Wie soll ich das den bei einem Artikel nachträglich bekommen und warum?
Ich habe die Schuhe ich habe die Kreditkartenabrechnung, den Kassenbeleg mit Datum Schuhhaus und Unterschrift.... Und das soll nicht reichen?
Ist das noch eine Bewertung der Reklamation oder einfach der Versuch die abzuwehren.
Jetzt soll ich den armen Supporter bewerten, der vermutlich leider unter den Mühlen des Hauses Unternehmens alles was irgendwie geht ablehnen muss.
Ich würde viel lieber ein Bewertung für das Unternehmen abgeben.

Ich hätte nicht gedacht, dass ich meine Bewertung noch einmal nach unten korrigieren muss – aber man lernt ja nie aus.

Offenbar gehört es hier zum Servicekonzept, Kunden möglichst lange hinzuhalten: Erst passiert tagelang gar nichts, danach darf man den gesamten Sachverhalt bei jedem neuen Call-Center-Mitarbeiter von vorne erklären. Immerhin – die Versprechen, sich „persönlich und zur vollsten Zufriedenheit“ zu kümmern, werden äußerst routiniert vorgetragen.

Der Höhepunkt war dann die Aufforderung, ein Foto der reklamierten Schuhe einzureichen. Es handelt sich um zwei Paar quietschende Schuhe. Wie genau man ein Geräusch fotografiert, wurde mir leider nicht erklärt – vielleicht fehlt mir hier einfach das technische Verständnis.

Als „Lösung“ wurde mir schließlich ein 20%-Gutschein für einen neuen Kauf angeboten. Ein interessanter Ansatz: Problem ungelöst, aber bitte trotzdem weiter Geld ausgeben. Daraufhin habe ich abgelehnt – und seitdem herrscht Funkstille.

Fazit: Kundenservice wird hier offenbar eher als Beschäftigungstherapie für den Kunden verstanden. Sehr schade – oder vielleicht ist das Unternehmen inzwischen einfach zu groß geworden, um sich noch ernsthaft für einzelne Anliegen zu interessieren.

I purchased the On Cloud (pearl white) and only wear indoors at work walking around all day in healthcare. This is the second pair that have ripped on the material part of runners (toe part). Claims will not even consider sending a replacement without proof of purchase even though I have summitted clear pictures. I have also sent all the product information (tags etc.). They have closed my file and won't help at all. I do not recommend buying these shoes poor quality and costumer service - especially after paying $180. Total garbage.

I rarely write negative reviews, but this experience has been frustrating enough to warrant one — especially for a brand positioning itself as “premium.”

I submitted a warranty claim for a pair of On shoes that developed a clear defect after minimal use. The claim was initially rejected as “fit-related” and “normal wear and tear,” which already felt questionable based on the actual condition of the shoes.

However, what makes this situation particularly concerning is the complete inconsistency in how claims are handled:
• An identical case (same model, same defect, similar usage) submitted by a relative at the same time was approved and acknowledged as a manufacturing defect, with a €160 voucher issued.
• My claim, despite providing the same level of documentation (and more), was repeatedly rejected.
• A separate On representative later reviewed my photos and explicitly stated that the defect should be covered under warranty — yet no resolution followed.

So the same company:
• Approves the defect in one case
• Rejects it in another
• Then internally contradicts itself

On top of that, the customer experience has been extremely poor:
• Long response delays (days without replies)
• No clear ownership of the case
• Repeated requests to “re-explain” the situation
• Claims that internal cases cannot be reviewed or compared, which is hard to believe for a global brand
• No meaningful escalation despite multiple requests

At this point, the issue is no longer just about the shoes — it’s about lack of consistency, accountability, and basic customer care.

For context: I’ve been a loyal On customer for years and purchased multiple pairs without ever needing to file a claim. This is my first warranty request — and the experience has been surprisingly poor.

What would resolve this:
• A proper senior review of the case
• A clear explanation for the inconsistent decisions
• A fair and consistent outcome aligned with how identical claims are handled

Until then, it’s difficult to trust the brand’s stated commitment to quality and customer satisfaction.

The shorts developed visible spots immediately after the first wash, which is extremely disappointing. At this price point, I would expect far better quality and basic durability. This is clearly a defect in the fabric !

What makes this more frustrating is that I own several other pieces of ON clothing, washed under the same conditions, none of which have developed any issues. This strongly suggests the problem is specific to this product.

I reached out to customer service but received no meaningful resolution. Very poor quality control and equally disappointing customer support.

I kept four pairs of trainers and returned three. One pair of shoes did not arrive. They are now not refunding me for trainers returned which they have to resell and not refunding for trainers I have not received, again with proof.

I have never come across anything so unreasonable and shambolic. They are stating because I am returning too many pairs they will not credit my account. So if the trainers do not fit they will not refund you!! They are in breach of distance selling laws.

They will be reselling the trainers I returned!! I do not see how they can do this, and admit to it!!

I will pursue the company legally as they cannot behave like this.

Order some trainers, they didn’t arrive, they are showing as delivered, and they are refusing to refund me! I’m taking them to the small Claims court and I’m preparing to file now. Be very careful when ordering from this company. The last pair I bought back in 2023 or so from a store in Switzerland lasted about two months. I thought I’d give them another go as some of the reviews look good, but definitely don’t make the same mistake as me.

Bei meinem Schuh riss leider innerhalb der gesetzlichen Gewährleistungsfrist das Obermaterial (sollte eigentlich wasserdicht sein). Definitiv nicht auf gewöhnlichen Verschleiß zurückzuführen. Beim Support wurde mir grundlos die Reklamation abgelehnt. Auf Nachfrage hieß es es ist außerhalb der Frist (obwohl das nicht der Fall war). Weitere Nachfragen blieben unbeantwortet. Support Hotline in Österreich ist nicht erreichbar. Schreckliche Qualität der Schuhe und des Supports.

I’d seen these trainers advertised and thought they look good, sound great for running and the gym so my mother In law got me them as a Christmas present. First pair arrived ( a size 4) as that’s what I usually am, except I couldn’t get my foot in them, so I returned and went up to the next available size, still the top of the shoe kills me on my right foot but is absolutely fine on the left. Still very hugging though. Never had this with any other brand.
Then after about 6 months I noticed a hole forming in the end of the trainer, as it’s breathable fabric, not solid, which obviously is getting bigger everytime I wear the trainer. As these were a gift I couldn’t return them or complain or resolve any of the issues I’ve had with them, so shortly they will be in the bin. I’ve only had them a year. And they aren’t worn every day. Would I buy this trainer again? I aren’t entirely sure, I feel some adjustments need to be made around the end of the trainer as it probably has happened to others. And the sizing.

I am a loyal customer with multiple pairs of On shoes, but my recent experience with order ON780571520931 has been a masterclass in terrible customer service. I returned a pair of Cloudtilt shoes (Midnight | Ice) within hours of receiving them, and the return was officially acknowledged at their warehouse on 21st March 2026. It has now been nearly three weeks, and I am still fighting to get my money back.

I have sent "miles" of emails chasing this and have been passed between multiple representatives—Nora, Carol, and Gel—all of whom provide the same scripted, unhelpful responses. Despite multiple requests to escalate this to management and raise a formal complaint, no one seems prepared to actually look into the matter or expedite the process. To make matters worse, my latest check suggests the return hasn't even been properly registered in their system despite their previous confirmations.

When competitors like Hoka can process a refund in three days and Amazon can do it almost instantly, On’s 3–4 week timeframe and lack of transparency are completely unacceptable for a premium brand. It is scandalous that I have to work this hard to get a refund for a product I never even tried on. Save yourself the headache and buy from a local retailer or a different brand entirely.

Order Number: ON780571520931
Date of Experience: April 2026

Shambles of a company.

Ordered two pairs of trainers almost 3 weeks ago. Items arrived two days after ordering and upon opening the box, there was two completely different trainers in size 5UK Ladies.

3 weeks later with multiple emails and phone calls, I do believe customer service is non existent…….

Extremely disappointing experience.

I returned a pair of shoes (over $230) using the company’s exact instructions. I used the QR code they provided and dropped off the package at a FedEx Walgreens location. The QR code was scanned, the label was printed, and I was given a tracking number.

Despite following everything correctly, the company is now refusing to issue a refund. They claim the tracking number is not linked to their system and are placing the responsibility on me.

This makes no sense. I only had ONE return and used the ONE QR code they provided. The tracking clearly shows the package moving through FedEx and even reaching Miami, yet they still deny responsibility.

To make things worse, one of their employees previously acknowledged the issue may have been on their side. Now they are contradicting that and blaming the customer.

I have returned many items with other companies and have never experienced anything like this. This is by far one of the worst customer service experiences I’ve had.

I will not be purchasing from this company again.

Response to on : Hi,

Thank you for your response.

I want to clarify that I have already provided all the required information multiple times, including the QR code, tracking number, and proof of drop-off.

I followed your exact return process. The package was accepted by FedEx, and I was issued a tracking number at the time of drop-off. The tracking clearly shows the shipment in transit.

However, your team has already denied my refund and closed the case, stating that the tracking is not linked to your system and asking me to contact FedEx myself. This is not reasonable, as I used the return method provided by your company.

I will wait for your email, but please understand that I expect a proper resolution this time. I will also proceed with my dispute if this is not resolved promptly.

ho ricevuto oggi l'ordine n. XXXX, ma sembra ci sia stato un errore. L'ordine non corrisponde a quello che ho fatto. Potreste inviarmi l'ordine corretto il più presto possibile? Se non fosse possibile, vorrei procedere con il rimborso.Grazie per l'aiuto.