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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

    • 291 total complaints in the last 3 years.
    • 80 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:08/19/2024

      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 Cloud 5 Combo shoes from On Inc. on December 25, 2023, for a total of $97.71. After approximately 8 months of normal use, the elastic laces on the right shoe tore, rendering the shoes unwearable. The shoes came with a 1-year warranty, and I reached out to the company expecting a repair, replacement laces, or a refund/credit.Despite my request being well within the warranty period, the company informed me that they do not have replacement laces in stock and offered no alternative resolution, which I find unacceptable. I requested either a refund or credit towards a replacement pair of shoes, but this request was denied.I believe that On Inc. should stand by the quality and durability of their products, especially within the warranty period, and I am seeking assistance from the BBB to resolve this issue. I am requesting a full refund of $97.71 or a credit toward a new pair of shoes.

    • Initial Complaint

      Date:08/06/2024

      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.
      Returned my order weeks ago in July. I contacted them regarding me not receiving any refund. However, they just claim since their warehouse has not scanned them in, that they cannot issue any refund? I dont understand how they have not scanned the return package in their warehouse yet? It has been weeks, if not a month already.. This is absolutely ridiculous

    • Initial Complaint

      Date:08/01/2024

      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.
      This company has provided the worst customer service experience I have ever experienced. Ordered a pair of shoes and returned for an exchange due to incorrect size. They have had the returned pair of shoes for over 1 month and have not shipped the correct sized pair of shoes. I have contacted the company 8-10 times and finally they told me they don't have my size in stock. I requested a full refund and they have not been able to process a refund because my order is still "processing". I have been told that even though the shoes are not in stock (nor will they ever be) they cannot process the refund until the status changes. However no one can change the status. I have requested a full refund for the past 3 week and all they can say is "we are working on it". Horrible customer service and in no way should it take over 1 month to provide a refund for a pair of shoes they no longer have in stock. Buyers be warned. 0 out of 5 stars

    • Initial Complaint

      Date:07/26/2024

      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 have been trying to obtain a garment from On, specifically their men's zippered hoodie, color black, size XS. The item was out of stock, so I asked to be updated when it was back in stock. I received an email from the company that the item was back in stock. I went to the website, which informed me that three items were available. I placed my order and paid; it was confirmed.Now I receive an email from the company saying that the item is not in stock. I called their "happiness providers," customer service, who explained to me that the website is faulty and that someone else must have gotten the item instead. They apologized.I want this item now. The company has lied; it's been incompetent; it has failed to keep its promises. The only thing I want is the item.

    • Initial Complaint

      Date:07/25/2024

      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 my order at 7/8, the estimated delivery time is 7/17. Today is 7/25, the order has still not shipped. I tried to contact them for multiple times, all I got is response from their AI robot!! I left message for a few times, it says that a representative will get back to me, but Never!!

    • Initial Complaint

      Date:07/16/2024

      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 bought a pair of shoes. Received them and sent them back for a larger size. On received the shoes on 6/14. Ive called numerous times for the new pair. Im continually told theyre shipping, yet its over a month later and I have no product and they will not refund me.

    • Initial Complaint

      Date:07/15/2024

      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.
      this order was literally delivered to the wrong place and the company is refusing to help me. the ***** driver took a picture showing they did not deliver it to the right place and the on cloud worker will not help me at all. horrible customer service

    • Initial Complaint

      Date:07/11/2024

      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 ordered a pair of running shoes on 6/19/24. ***** received the shoes but then issues a "shipment delayed" message on 6/25/24. I contacted the shoe seller ("On") by email on 7/4/24 and received a response on 7/5/24 that stated the company would look into the matter and contact *****. Nothing has been done. ***** still shows the "delayed shipment" message of 6/25/24. I have contacted *****, but ***** stated they could not locate the shipment and to contact the merchant. I tried the merchant again, but was on hold too long and had to get back to work. I tried the chatbot twice and its response was that On would look into the matter, which is what they said a week ago.I paid $179.99 for a pair of shoes that never arrived and I cannot get proper customer service to solve this issue. I have also contacted my credit card company. I want a full refund of the money I paid for the product I did not receive. This is really awful customer service.

    • Initial Complaint

      Date:07/11/2024

      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 two pair of On shoes on June 23, 2024 from their website. I had previously purchased multiple pairs from a local store that no longer carries them. I know my size so I felt comfortable purchasing from them. The Order #R108691063 still shows that the are preparing my order on their website an that they will be delivered on July 1, 2024. I received one pair (Cloud 5 in Midnight/white) that I ordered but not the other (Cloudsurfer in Flame/white). I have used email, their chat, and telephone calls. I've been hung up on and told that I had to wait until their system updates over and over again. I asked that they refund me since they cannot tell me when the product will arrive. They first told me I had not yet been charged, though I had. Then they told me they could not offer a refund until their system updated. I am very frustrated in dealing with their lack of customer service.

    • Initial Complaint

      Date:07/06/2024

      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 on June 12, 2024 for a pair of shoes. It is now July 6 and they have not yet shipped. The only answer I get if I call or use their online chat is "your order is still in our warehouse". They won't let me cancel the order that they obviously are not going to ship it. This is customer service of the worst kind.

    On Running is NOT a BBB Accredited Business.

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