Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/27/2024

  Type:Sales and Advertising 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 sneakers as a gift for my dad from On. They didnt fit so I initiated a return. My dad bought two pairs of sneakers from On a few days later and needed to return one of them. I asked him to take my return to the ************ too. He dropped everything off at ***** without an issue. I received an email confirming the return on June 6th. It is now June 27th and I have not received a refund. The On customer service team insists there was some sort of issue with the scanning procedure that takes 7-14 business days at the warehouse and to rest assured, once the scanning is complete, we will promptly initiate your refund.It has been over 3 weeks. I am getting the runaround from the customer service rep ******* Happiness Deliverer.This type of mixup has happened before to other people and needs to stop. An international $2 billion company cannot get away with stealing from their customers.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair 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 bought a pair of shoes in a physical store in *** for around $160 and wanted to return the shoes when I realized I didn't love them. I started the return process and they have received the returned shoes on the 05/06/24. They never actually acknowledged receiving them but I knew as I had tracking info on them. I've called a few times over the past two months and they always promise my refund is right around thr corner. It has never come. The lady who is handling my case has been ignoring Mr and hasn't had an updated for me in 3 weeks. They also offered me a 50% off coupon for their online store but they never sent it to me, I don't really care about not receiving it but I think it shows little to no integrity on their part.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair 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 placed an order for 2 pair of shoes on June 6, 2024. I have continually tracked the order progress and it shows that the order was still "in process." I have contacted the company through online chat and they have never been able to tell me if the warehouse even has the products, only that their warehouse is behind schedule. I have repeatedly asked to cancel the order and was told their policy is to not cancel orders until they have shipped.I received on pair of shoes June 15, have attempted to return those and receive an error message that I cannot return them because the order has only be partially fulfilled.I sincerely doubt that the shoes were even available/in stock when I placed the order. I want to return the current shoes (unworn) and cancel the entire order.

• Initial Complaint

  Date:06/13/2024

  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.

  I bought this pair of shoes that supposed to be very comfortable and supportive from this brand "On", with the Order #R991933721 on January 1, 2024. I received ther sneaker back there, really supportive and I had this triping coming to **************************, ********, a mix of business and leisure trip and I knew that I would have to walk a lot there.First day put the new On Shoes (Cloudmonster - Men - All Black - US 11 (Men's)) and I started to walk in downtown **************************, going to many places. Suddenly I started to fill this terrbiel pain in the top of my LEFT foot, and kept increasin as I walk, to the point I could give any other step. I asked someone to take me to a shoe store, I bought a new **** walking sneakers and the pain didn't bother me anymore. I was feeling then that pain for the next 3 days. I tried the On shoes again on the 4th day, and just starting walking again the same pain. Something was off or wrong, becuase just in one foot I feel that pain. Then I opened a support ticket to On, they asked me a pictures from the sole of the shoes, from the top and from the side. I explained the issue, and after 4 or 5 days I just received an email response stating the pair of sneaker didn't have any problems or defect, and that was it, nothing they will do about it. I was really? from 3 pictures from the external part of the sneaker you can detect (or not) a issue inside of the sneaker? Becuase the problem of the pain is inside, hurting me from the inside and in the top of my foot in that bone we have there. How possible they got to that conclusion ? Also, how unfrotunate and no consumer focus this company is? Really ? They just turn around and thats it?This is not a cheap pair of shoes, it was US$ ****** + Taxes (much more than any regular walking shoes out there.). The **** I bought it, still have it, super comfortable and no pain, I paid US$ 69.00.I want the reimburse and apologies for that, this kind of company should be forbiden to do business in ***.

• Initial Complaint

  Date:05/24/2024

  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.

  In December of 2023, I purchased and paid full price ($175) for a pair of ON shoes. To be blunt, the shoes hurt my right foot. I have not yet been able to wear them longer than an hour because they hurt my feet so badly. I ordered the shoes because many of my colleagues raved about them, but I am unable to wear them. My mother also wears the same size shoes I do. She tried these shoes on and also stated that they hurt her foot as well and that the shoe was incredibly tight. This was on Mother's Day I waited until after this and then submitted a claim to the warranty department. They conveniently denied me a claim claiming it was a "fit issue" and not covered under warrantly. This was after another member of their team informed me that this fit issue is a known quality control issue with their shoes, and was the one who encouraged me to file a warranty claim. I was offered a 20% discount on my next purchase, rather than an exchange of shoes. Why on earth would I buy another pair of shoes that *** also hurt my feet? This is ridiculous. I either want a full exchange or a full refund.

• Initial Complaint

  Date:05/22/2024

  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.

  On March 19th, 2024 I placed order #R098171422 for a pair of Cloudmonster shoes in size ** 38.5 (Women's). I paid US $169.99 + express shipping $15 + taxes $14.87 for a total of US$ ****** 9 minutes after the purchase I realized the size I order was incorrect, so I called their customer service to cancel the order following their posted policy: Made a mistake with your order and need to cancel? No problem you have 60 minutes after placing your order to do so. I talked to Princes ******* who assured the order was cancelled. I double checked using the website and it said it was cancelled. I placed another order with the right size and paid the exact amount. I moved out of the country and when I went over my boxes I found the 2 pair of shoes. I contacted customer service ********************** March 28th but they couldn't provide an option for me to return the extra pair of shoes from ******. He advised me to file a claim through my bank so the accounting department could refund me. I did that but on May 4th, the claim was denied because the transaction was processed and authorized and my account was overdrawn. I contacted the On customer service by email and they advised me to request a return label and find a way to return the shoes getting them to the US and send them to them. I tried creating a return label but the return windows has already closed.

• Initial Complaint

  Date:05/16/2024

  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 purchased a pair of sneakers from ON, the sneakers were to be shipped to my home address. The package was shipped via ****** The day the package was marked as delivered, I was unable to locate the package so I notified both ****** and ON, and both companies supposedly looked into the whereabouts of my package. ON claimed that my package was successfully delivered and refused multiple times to replace or refund my missing package. After calling ****** I was informed that ***** looked into my missing package and the delivery driver was unable to locate the package, so all the shipper (ON) would need to do is submit a claim form in order for ***** to cover the cost of the missing package since ON is the one that has an account number and **************************** with ****** ON supposedly investigated my missing package 2 to 3 times claiming that it was successfully delivered and that they are unable to help me in any other way. ***** informed me that no claim form was ever submitted on my behalf. I have made multiple attempts over the past two weeks to speak with supervisor regarding this issue, and nobody is ever available and nobody will call me back. The one time that I was able to get in touch with a supervisor I had to call multiple times a day for 3 days. The supervisor said they couldnt do anything to help me and I still have not heard back from a supervisor again after making multiple requests. Im currently paying for a product that I did not receive and this company is unwilling to submit a claim form on my behalf to ***** in order for me to receive a refund.

• Initial Complaint

  Date:05/15/2024

  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.

  These guys are a bunch of scammers. Order number R488002854. I returned my items promptly and it's been confirmed by several agents as received by their warehouse. ***** tracking also confirms receipt and it was even signed for! **************** just told me to wait whenever the warehouse scans my return in,whatever the h*** that means because it's clear as day that it's already been RECEIVED. I just want my refund that these guys are holding hostage. Stop stealing from your customers and making them answerable for your inefficiently outsourced warehousemen.

• Initial Complaint

  Date:05/14/2024

  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.

  Date of Transaction: 3/15/24 Amount Paid: USD ****** Business Committed a 30 day return policy I returned a product because it was late by 3 days, I needed my shoes for a particular event. It was not picked up from ***** until saturday March 23rd. I emailed asking why it hadn't shipped yet when I ordered 3/15. So I returned it immediately after I got it using the ***** label that came with the order. 6 weeks later, I did not hear back and the company keeps saying my shoes are being shipped back to me so I can start the return process again. Why are you sending it back, i just want my refund? The company also cannot give me a tracking number for when my shoes will come back to me.Order number: R600020910 Tracking ************* ************

• Initial Complaint

  Date:05/08/2024

  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 placed my original order on April 30. Today is May 8 and the order still has not shipped. I have chatted with customer service representatives multiple times about this issue and they inform me they cannot cancel the order because the order is being fulfilled in the warehouse. However, this has been going on for multiple days and the order still has not been filled or shipped. I asked for them to cancel the order and they are refusing after the money has been deducted from my account. They are holding my money ****** by not allowing me to cancel this order. I have asked to speak with supervisors multiple times and have been promised phone calls back, but I have not received a single call yet. They are also still advertising express shipping on their website when you place an order. I placed my order with express shipping because I needed the items by a specific day and obviously have not received them by that day. I find this to be false advertising if they know that there are delays in the warehouse.

  Customer Answer

  Date: 05/13/2024

  The company had a supervisor call me on 59. She said that the package would be shipped shortly. I received a shipping notification stating that the shipping label had been created, but the package still has not been given to the carrier. When I tried to call the company today to get solutions, I got the same bogus excuses that Ive gotten before, I was told that supervisor would contact me, but that could be up to three days. Its been almost 2 weeks Since I placed the order. my bank account has been charged. However, I still have not received the product. When I asked if they would cancel or refund, they said they couldnt do that. They only give you a 60 minute period. After you placed the order to cancel and receive a refund. Otherwise you have to wait until you receive the item and then do a return. personally I believe they have stolen my money at this point because Im not getting solutions and I am not getting the package.