Complaints

This profile includes complaints for On Running's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  On Running

  1250 NW 9th Ave Portland, OR 97209-2884

• 

  On Running

  529 NW 23rd Ave Portland, OR 97210

• 

  On-Running

  Morrow, GA 30260

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order on 7/29/2025 for my mother, ******* Cotton. The company shipped the order ***** on on 7/29/25. There were multiple delays while the product was with *****. On 8/6 ***** showed the order delivered. It was not delivered to her, the photo in the tracking information, is not her home. As she do not have a mailbox in front of her home, nor does anyone else in her development. Her mail is delivered to a mailbox cluster. It also said the package was left in the mailroom?? I contacted ***** on 8/6 within 4 minutes of receiving the delivery confirmation to advise of the issue. ***** opened a case. I also contacted On and they said they created a case with ***** on my behalf. On 8/7 I called ***** because I hadn't heard anything and they said they were trying to get the package back, by having the delivery driver attempt to retrieve the package. At this point I had still not heard from On with any type of resolution. On 8/8 ***** sent an email to me, stating they could not retrieve the package and to contact the shipper for options and they were closing the ticket. I then called On and and spoke to a *** named ****, I told him I had received the email from *****, but he told me that their carrier team was investigating and they would get back with me. I asked for a replacement order to be shipped or to get a refund. He said he couldn't do anything until the carrier teams investigation was complete. So even with proof from the carrier, nothing could be done, so I asked to talk to a manager and he said he couldn't connect me and one would contact me within 24 hours. The entire call too over 45 minutes. The issue of the lost/mis-delivered package is between On and *****, as On was the shipper and paid the freight. There is no reason that I should have to wait for multiple investigations to be completed to get my order. I need assistance getting On to fulfill my order or issue a refund.

• Initial Complaint

  Date:08/05/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  order number ON124775238470,my order was marked delivered on july 31, i was at home but i did not get the package. i contacted on clouds through email, and they said on august 2 it will take up to 7 business days for the investigation. on august 5 they sent an email that the investigation was complete and it was confirmed to be delivered. no one even bothered to go at my house ask the whereabouts of the package. i dont think they did their job properly. now im stuck with no shoes and i paid for it already. please help me get my money back!!

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a warranty claim for a pair of On shoes that developed a manufacturing defect (e.g., sole separation) after normal use, well within the 2-year limited warranty period for defects as per On's terms and conditions (Section 8). The claim was denied solely due to the lack of an original receipt. I did not retain the receipt, as is common for shoe purchases, and the retailer could not provide a copy. On's policy requires "proof of purchase," not exclusively a receipt, yet they refused to accept the credit card statement showing the purchase date, amount, and retailer, which legally under California Civil Code 1790 et seq qualifies as valid proof. This denial appears overly rigid and inconsistent with industry standards. The warranty explicitly states cases are reviewed on a "case by case" basis, which clearly was not. I have spent over 5 hours resolving this and will not let it go as a matter of principal.

• Initial Complaint

  Date:07/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought sneakers the first half of my order was cancelled I asked on to cancel the whole order there response was they were unable to so I did not receive my sons sneakers they were unavailable. I did receive my order of $117 n change. I did not like them I returned them. You received the item never refunded my money I put in a dispute your staff told me I had to remove the dispute in order for them to perform the credit so I did I still did not get a credit and you have the sneakers. I then performed another dispute and they cited that I had previously requested to resolve due to your staff member lying to me. So Im out $117 and you kept the sneakers this is a fraud/scam

  Customer Answer

  Date: 08/05/2025

  Resolved thank you , quick to close 

• Initial Complaint

  Date:07/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of shoes 7/14/2025(order number ON817346786931). It shoes packed and label created on the same day 7/14/2025 but the order was never picked up(FEDEX ************). It's not been 2 weeks and still nothing has been received. I want a replacement sent or a refund.

• Initial Complaint

  Date:07/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding a missing item from my online order placed through Ons official U.S. website (**************************). I purchased three pairs of shoes totaling $440.97 after a 10% discount and tax. However, I only received two pairs in the delivered package. The missing item was the Cloud 6 M Glacier | White, size 8.5. While the regular price is $150, the actual amount I paid per pair after discount was approximately $132.I contacted customer service multiple times, and each time I received nearly identical template responses stating that the package was successfully delivered, that the box size and weight matched, and that no further action would be taken. I explained clearly that one item was missing from inside the sealed box, and that I live in a building with 24-hour concierge service, making theft after delivery extremely unlikely.When I requested clarification of their policies, I was directed to their Terms and Conditions. However, after reviewing their policy (*******************************************************************************************************************************************************), I found that nowhere does it state that customers are ******************************* for missing items during shipping.Despite multiple respectful attempts to resolve the issue, the company has refused to provide a refund, replacement, or escalate the case for proper review. Ive spent weeks trying to resolve an issue that was not caused by me, and I feel dismissed and unfairly treated as a customer.I am requesting a refund or replacement for the missing pair, valued at approximately $132, and for the company to take appropriate responsibility for what likely occurred during their fulfillment or shipping process.

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 16, 2025, I submitted a claim with this company and was told to expect a response within 1420 days. Its now well past that timeframe, and I still havent heard anything back. For a tennis shoe that cost this much, its completely unreasonable for them to promise a timely response and then fail to follow through.

• Initial Complaint

  Date:07/06/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of shoes from On Running (Order #ON685498412869) and the item was shipped via *****. The ***** tracking shows the package was delivered, but it was delivered to the wrong address. I never received the item.I contacted On Cloud customer service, provided them with proof that the delivery was misrouted, and requested a refund or replacement. They refused, stating it is not their responsibility and will not assist further. ***** confirmed delivery to an incorrect address, not matching my own. (Proof of delivery does not match my home.)I am filing this complaint to formally request either a full refund or a replacement pair of shoes. On Running is responsible for ensuring delivery to the correct address, and their refusal to assist is unacceptable.

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Request for Assistance with Unresolved Refund from On Dear ************************ On April 22, 2025, I purchased a pair of sneakers through the On website. I returned the sneakers to one of their physical stores on May 9.Despite multiple attempts to resolve this issue with their customer service team, I have not received my refund. It has now been over a month, and the company has failed to process my reimbursement.I am very disappointed with how this matter has been handled and I sincerely hope you can assist me in obtaining my refund.Thank you for your time and support.Sincerely,***** ********* ****

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of On Cloud athletic shoes on November 30, 2024, and they were delivered on December 5, 2024. The shoes were a birthday gift for my wife, whose birthday is in January. The total payment was $123.20.Despite only wearing them lightly and socially over a couple of months, the heel collar on the right shoe began to tear and fray, making it uncomfortable to wear. The left shoe remains in excellent condition, which clearly points to a defect in one of the shoes.This type of damage is unacceptable from any brandlet alone a company like On that prides itself on premium ********** make matters worse, the claims process was long and frustrating. I spent two months going back and forth with customer service, submitting photos three times, only to receive a final denial with no real resolution. It was time-consuming and disappointing, especially for a product that failed under such light ****** filing this complaint to request a proper resolution and to make others aware of the poor warranty support despite Ons reputation for quality.