Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
My BBB
Better Business Bureau®
For Businesses
Share
Business Profile

Online Retailer

On Running

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

Find a Location

On Running has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 290 total complaints in the last 3 years.
    • 87 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/26/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Date of purchase 6.5.25 from DICK'S SPORTING GOODS 1 pair ON CLOUDSURFER TRAIL WP BL size 10.5 These shoes deteriorated in under 90 days resulting in holes on the TOP of the shoes - not any normal wear and tear. At the time they became unwearable, we were traveling in Oregon and my husband, who the shoes belonged to, had to purchase new shoes to continue our trip. As a result, these shoes were tossed in the trash- we were traveling via plane with limited space.Shortly after our return, we had a death in the family and therefore this fell by the wayside until now. I have the receipt, the box from the shoes and a stamped code inside the box. I reached out to file a formal quality complaint with ON and was given the run around. For a $100 pair of shoes, there's no reason that they should have holes on TOP within 3 months / 90 days.

    • Initial Complaint

      Date:09/10/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      The shoes have rips tears and bubbling, in none wear areas. Reported immediately, compamy refused to provide any support or replacement and only provided a small partial refund.Requested full refund or replacement, they refuse and refused to provide any help.

    • Initial Complaint

      Date:09/09/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 NEW Cloud 5 Coast on 8-28-2025 from ************************** for $112.35 and on 9-2-2025 I received a used pair of shoes. The box that was delivered to me did not contain my order number or shipping address. Instead I received a return packing slip from ***** ***** located at *********************************************************** explaining why she was returning the shoes to On.com.I called ************************** on 9/3 to tell them I received a pair of used shoes that were returned by *****. I was sent an email from ************************** to send pictures of the shoes and the box to prove that they were used shoes. As of 9-9-2025 I havent had any communication from **************************. I called ************************** on 9-9-2025 to get an update on the status of my complaint. The ************************** employee told me he was going to figure out what was going on and escalate my complaint to another department.Its been close to a week with no resolve to this problem. All I want is to send these USED shoes back to ************************** with free shipping and a total refund.

    • Initial Complaint

      Date:09/09/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Running shoes for $140 on 6/1/2025 from On's website. Shortly after purchase, the shoes developed a persistent squeaking noise. The issue has continued for over two months, making the shoes essentially unwearable and embarrassing to wear in public.I submitted a warranty claim, but On denied coverage, stating squeaking is not considered a manufacturing defect. They offered only a discount code toward a future purchase. I followed up multiple times, and after a second review, On closed my case as final, without offering a refund or replacement.Given the price point and Ons positioning as a premium brand, I find this resolution unacceptable. The product did not meet reasonable quality expectations, and I have been left with shoes that cannot be used.Desired Resolution:I am requesting either:A full refund of $130, or A replacement pair of shoes of equal value.I would prefer to resolve this matter directly with On, but I am filing this complaint because their warranty team has closed the case without resolution.

    • Initial Complaint

      Date:09/04/2025

      Type:Product Issues
      Status:
      Resolved
      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 made a return to ON Running of 1 pair of shoes, 1 bra, and 1 pair of leggings, all shipped in same box. I have attached the companys confirmation email that my return was received at their warehouse in 8.13.25 i was told by customer service that the 14 day window per their return policy ended on 9.2.25, so i called again to get my refund. I did not receive a resolution. Then a supervisor named ****** emailed me on 9.2.25 to say he was working on it. I have now asked for an update from him 5 times with no response. I have called the company again and again did not receive a resolution.

      Customer Answer

      Date: 09/16/2025

      I read your latest message about my, **** *****, complaint number ******** against on running. They have resolved this matter with me and provided my refund.

    • Initial Complaint

      Date:08/28/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 20 2025, I ordered a tank top and shorts from ************************************* (Order: ON824233370048). That day, I received an email from the On Happiness Delivery Team letting me know that the tank top had shipped but the shorts had not. The ***** tracking number was ************.On June 21 2025, I received a notification from the On Happiness Delivery Team that the shorts had shipped separately. *****: ************ I received both boxes on June 26 2025. The shorts were ok, but I immediately noticed the tank tops box (************) was distressed. The I opened it, it was empty.On support was unable to assist me and seemed to be lost on how to resolve my issue. On did not deliver happiness.A more detailed account of my support experience is in full_story.pdf attachment.

    • Initial Complaint

      Date:08/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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:
      Unanswered
      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:
      Unanswered
      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:
      Resolved
      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 

    On Running is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.