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:10/23/2025

  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.

  On 4/5/25 I purchased the Cloud 6 and Cloud 6 Waterproof both in size 10 from On Running. I only work a few days a week and could only wear each of the shoes once a week due to shoe rotation because of working up to 16 hours a day in the shoes. It took some time to realize that it was not the break-in process, but the shoe structure itself, which caused great discomfort in my feet. I contacted On Running to process a one time exception for a refund. In multiple email correspondences, per each email request I sent in photos of the shoes first, photos of the shoes from all angles, then the soles, and then in the third request pictures of the inside she tags. Only after requesting pictures of shoeboxes in a fourth email, which I naturally no longer have in my possession, was my refund request denied. The exception should not have been based on retention of shoeboxes, but of the issue with the shoes themselves. This exception should have been granted on the basis provided in the statement above.

• Initial Complaint

  Date:10/18/2025

  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 multiple pairs of On Cloud 5 Men shoes within the past year, and two pairs of the same model (different colors) developed the same defect in the upper material in the same area and timeframe. This clearly points to a manufacturing or quality issue, not normal wear.When I filed a warranty claim, Ons team denied it citing missing proof of purchase, even though the written warranty policy never states proof of purchase is requiredonly that the defect must qualify. I later submitted proof of purchase for both defective pairs as requested.Timeline: Oct 5 2025: Claim declined by ******** (On Happiness Delivery ************************************************ | ************ | ************). Oct 6 2025: I replied explaining the repeated defect and asked for reconsiderationno response. I also called Dicks Sporting Goods, where I bought the shoes, to confirm the purchases and obtain receipts; I did my part but could not get all details they needed. Oct 13 2025: *******, a supervisor at On, confirmed receipt of my documentation and proof of purchase for both products and said hed forward it to the warranty team. No further response or resolution since Oct 13 2025.Ive spent significant time trying to resolve this directly and received no follow-up. Two identical defects in the same model demonstrate poor quality control, and the lack of action is unacceptable.Desired resolution: replacement or refund for both defective On Cloud 5 Men pairs, clarification of the warrantys proof-of-purchase policy, and internal review of Cloud 5 Men upper-material quality.

• Initial Complaint

  Date:10/16/2025

  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 Running shoes because of the brands strong reputation for comfort and quality. However, shortly after I started using them, they began making a very loud and embarrassing noise every time I walk. Ive only worn them a few times, and the sound is so disturbing that my manager at work asked me to stop wearing them.I contacted On Running customer service and explained the *****************************, but they replied that this issue is not covered under warranty. They also didnt provide any option to upload a video to demonstrate the problem only photos even though the noise is the main issue and cant be shown in pictures.The response I received mentioned that the noise could be caused by humidity. However, the noise is quite loud and uncomfortable its not minor at all. It also happens on every type of surface and environment, both indoors and outdoors, so its definitely not related to the floor or humidity.Additionally, I was told that the analysis would take between 711 days, but I received a reply in less than 20 minutes. This makes it clear that my case wasnt properly reviewed, and no proof or video was even requested to verify the issue. The response felt very automatic and dismissive of my concern.I find this situation unacceptable for a high-end and expensive product. The shoes are practically new, but they cant be used because of the noise. I would appreciate a proper solution, such as an exchange, store credit, or refund.

• Initial Complaint

  Date:10/14/2025

  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.

  *DATE OF THE TRANSACTION : 9/27 *PAID IN CASH : $161.63 *They initially promised to refund the shoes online (even though I had already worn them), but when I mentioned that I paid in cash, they said they couldnt process it. Both the online and retail stores are part of the same company, and they confirmed that refunds are possible for online credit card payments. However, after checking further, they suddenly claimed they couldnt handle it simply because I paid in cash.They should have provided a clear solution or confirmed the process at the store, but instead, they abruptly responded that they couldnt assist at all. Even though its the same company, I keep getting bounced back and forth. When no one can resolve the issue, a manager named BRI contacts me. Initially, a representative named ***** promised to find a solution, but later, the manager *** sent an insincere email saying there was nothing they could do.I need a proper resolution. Id like to know how to resolve this issue either through a refund or an exchange.

  Customer Answer

  Date: 10/15/2025

   

  Thank you for looking into this matter.
  I have heard from On that they will resolve this issue.
  Once again, thank you for your help.

• Initial Complaint

  Date:09/30/2025

  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 Cloudnova 2.0 on January 9, 2025. After just a few months, the shoes developed a constant and loud squeaking noise with every step, even on carpeted floors and in quiet indoor settings.I submitted a warranty claim to On, provided photos, internal tag images, and a video (**********************************************************************************) demonstrating the noise in a silent office. Despite this, On denied the claim, stating that squeaking is outside warranty and refusing further escalation. They gave no valid explanation why this defect in a relatively new pair would not be classified as a manufacturing defect.I have followed all of their suggested remedies (drying, removing insoles, cleaning, etc.), but the issue persists. The shoes are otherwise intact, with no misuse or visible damage.Ons own Limited Warranty (Section 8) states they offer replacements for defects resulting from production or material errors. A persistent noise affecting the usability of the product should qualify.I am requesting that BBB help mediate this dispute and hold On accountable to their stated warranty. I seek either a replacement or credit for a product that is functionally defective.

• Initial Complaint

  Date:09/26/2025

  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.

  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:

  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.

  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:

  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 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:

  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 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:

  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 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.