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Business Profile

Online Retailer

On Running

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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On Running has 3 locations, listed below.

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    Customer Complaints Summary

    • 280 total complaints in the last 3 years.
    • 108 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:07/06/2025

      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 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:
      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.
      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:
      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 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.

    • Initial Complaint

      Date:06/06/2025

      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 order for two pairs of sneakers that I had to exchange due to my son taking a stroke. The exchange was not going to work out per the podiatrist. I called to cancel the order and they promised me verbally that it was cancelled. It was not and I received the return - to which I automatically returned. I have an email showing the return was received on May 5th. It shows that both pairs of sneakers were returned but they only refunded me for one pair. I have called multiple times and they keep promising me a refund, but still nothing. The one refund came on May 12th. They are out of compliance according to their return policy. I am really hoping that you can help me as I am my sons representative payee for social security and I purchased the sneaker for him with his money. I need to be compliant with the social security act too.

    • Initial Complaint

      Date:05/09/2025

      Type:Sales and Advertising 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 returned 2 items and only received a refund for 1. Have reached out to customer service several times with no ******************************. My email states that they have received both items. Its now well outside of the window that I shouldve received a refund by.

    • Initial Complaint

      Date:04/30/2025

      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.
      I am filing this complaint regarding a recent order I placed directly through On Runnings official website. Despite being charged in full and receiving a shipping confirmation, the package arrived missing two joggers that were clearly listed on the packing slip and order summary.I contacted customer service immediately and provided all requested documentation and photos. Rather than acknowledging the issue and issuing an immediate refund or sending replacements, On insisted on launching an investigation and refused to expedite any resolutiondespite clear evidence that the error originated on their ****** has now been several days with no meaningful update or resolution. I find this unacceptable for a premium brand. I paid for a complete order and received only a partial shipment. On Runnings delay tactics and failure to take accountability have left me with no choice but to escalate.I am requesting that On Running (1) issue a full refund for the missing items OR (2) immediately overnight ship the two joggers that were not included in the package.This is a straightforward fulfillment error, and I expect this matter to be resolved promptly and professionally.Thank you for your assistance.

    • Initial Complaint

      Date:04/30/2025

      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 placed an order with On Running on 4/12/25 and never received the product. The package was marked as delivered, but it was sent to an address that is completely unfamiliar to menot the address I provided at checkout. The delivery confirmation includes a scribbled signature that is clearly not mine.I filed a claim with ****** and after a full investigation, they were unable to locate the package and confirmed there was no further information available. They advised me to reach out to the shipper (On Running) for resolution. Ive attached their official response.Despite this evidence, On Running continues to refuse a refund or reshipment, hiding behind a flawed delivery status that doesnt reflect reality. Their customer service has been dismissive and unwilling to take accountability, even though the delivery clearly failed and the tracking information points to a delivery to the wrong address.This is not just poor customer serviceit borders ********************** fraudulent business practices. I paid for a product, never received it, and am now being told there's nothing they will do to make it right. I am requesting a full refund or replacement immediately, and I urge the BBB to assist in holding this business accountable for its unacceptable conduct.

    • Initial Complaint

      Date:04/26/2025

      Type:Sales and Advertising 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.
      My ON CloudEclipse started squeaking within the pods with every foot step. They squeak so loudly I can't even wear them casually anymore. I contacted ON to initiate a warranty claim for days and their warranty form would not submit. I then contacted customer service who had me submit the ******************************* manually. I was told squeaking was due to environmental factors, and essentially, it's not their problem. But these shoes squeak from within the pods no matter what the weather is like or if I run or walk inside or outside. I know this is an issue with ON shoes because I have had 10+ pairs between me and my wife and ON has had to warranty one of our CloudSurfers due to the same manufacturing defect. I called customer service to clarify and the *** told me it is a common issue with this model of shoe; that he hears it all the time and he will try to help. So the initial *** just blatantly lied about the manufacturing issues ON is having in an attempt to. The *** I spoke to passed me off to yet another *** who only seemed to care about their faulty warranty form and just disregards my concerns about their bad shoes. The customer service here is *********************** existent. The shoes are cheap, poorly manufactured, and wildly over priced.

    • Initial Complaint

      Date:04/25/2025

      Type:Sales and Advertising 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.
      2/18/2025 order placed, delivery from their chosen brand was incredibly lacking in sense and unwilling to provide resolutions either. Package (shoes $150 value) were not delivered to the customer due to negligence ********************** many parts. Attempted to cancel order, edit exchange, was met with absolutely no options for help when shoes were first ordered-- was told I had to call within an hour of placing the order however it was not within business hours and there were no other options available to cancel the order. After noticing the package had been stolen without my knowledge that it had even been delivered, multiple conversations with customer service proved to be unsuccessful in providing any resolutions. Company staff were unkind and unwilling to help in any manner because they considered their part in the matter to "have been completed". No product was received, and I believe the fair resolution would be a refund. The business prides themselves on delivering happiness, yet deliveries are obviously left incomplete. Essentially it feels like the business has stolen a customer's *************************. I am sure a million dollar corporation does not need to be so greedy-- to where there is absolutely nothing that has been done to rectify the situation that has never been in our control as customers.

    • Initial Complaint

      Date:04/23/2025

      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.
      Bought a pair of sneakers for Grandson from ************* that were On Cloud, they fell apart after 2 months. Neither On Cloud or Bloomingdales are willing to exchange

    On Running is NOT a BBB Accredited Business.

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