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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

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On Running has 3 locations, listed below.

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    Customer Complaints Summary

    • 284 total complaints in the last 3 years.
    • 103 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:07/26/2025

      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 

    • Initial Complaint

      Date:07/25/2025

      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 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:
      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 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:
      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 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:
      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.

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