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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:05/07/2024

      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.
      04-04-2024: Purchased a pair of shoes for $79.95 (order R498146720)04-09-2024: Received an email indicating that shoes are out of stock. Refund issued.05-05-2024: Noticed on website that same shoes now on sale for $104.95.I emailed about this, but company has bots handle email.No resolution from the company.If shoes are available, they should sell them to me for $79.95.

    • Initial Complaint

      Date:05/06/2024

      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.
      I bought some shoes from On running Ive been attempting to get my money back. I bought a specific pair of rain shoes I slipped in them. I called the company. They told me to wear them again and see if the same thing happens. I slipped again I had to wait because I live in **********. We dont get a lot of rain, I also bought another pair of shoes and got the wrong pair. They wont give me my money back. They said their sending it to escalations or sending it to supervisors. ****** is the one that told me to wear the shoes again in the rain. Simone said he would escalate it to his supervisor and get back to me within two weeks and nothing has happened , I keep dealing with their ****** customer service complaints. Nothing happens. Ive had live interaction with them and nothing happens. *** asked to return the shoes and for them to give me a shipping label and they wont do it. This is going on for months now Ive bought already seven pair of shoes from them and now Im starting to regret it. Poor customer service. I cant express how their customer service is so greatly, unsatisfactory.

    • Initial Complaint

      Date:05/03/2024

      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.
      On advertised shipping on their site as free shipping to be received by 5/7/24 or a fee for expedited shipping to be received by 5/3/24. I paid the fee for expedited shipping only to find out today, 5/3/24, that the item will be shipped today to arrive on 5/7/24. I called customer service to receive the ************************* back I paid for the expedited shipping as it is now going to take longer than what was agreed to at time of purchase. They refused to do so. When I asked to cancel the order they said I would have had to cancel the order within 60 minutes of placing the order, a full two days before finding out that what I paid for would not be what I received. The only resolution they gave was for me to spend my time and more money to return the package at one of their return sites.

    • Initial Complaint

      Date:04/18/2024

      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.
      Hi This is regarding an incident wherein I sent my ******* Galaxy Tab (worth $630) in the return box of On-running companys shoes which reached their warehouse on 20 Dec 2023. I had ordered a shoes from their website with order no R788285628 and tablet from ******* website at the same time. However while returning the tablet I misplaced the shipping label and used return box from On company and the tablet was sent to Ons warehouse.Sir/ maam I have spoken to and written to their executives several times now. Each time I am told the same point that action has been taken for the return. But its almost 4 months now and I have not received any update on the same. Being a customer of well known brand I had expected much better. However I would request you to please intervene and solve my issue. They voilated customer policy by not returning the tablet(return item that not belongs to the company) and customer rights. They are not following there protocol regarding items that are delivered to On that do not belong to them. Their warehouse should return the item to the sender. Even more they blatantly refused to connect me with higher officials in On- running lastly the warehouse located in ******* is not responding and no information available online. I am postdoc at ************************. Tablet play an essential role in my day to day work since i have no access to the tablet it causing me severe mental distress affecting my work and causing me harm, which again is a violation of my consumer right.Hoping to hear from you soon Goma *******

    • Initial Complaint

      Date:04/03/2024

      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 the on womens cloudtilt shoes on 2/18/24. Less than two weeks of wearing them they began so squeak. I tried to return them to the purchase store (Dicks Sporting Goods) but they said it was over 7 days return policy and to go through on cloud. I got in touch with on cloud and they said because I didnt purchase through them then they could not honor their warranty. What I dont understand is its their product that has a defect. Im either looking for a refund or an exchange for the same pair as I cannot wear them any long due to the annoying loud squeak from both shoes. These shoes were $160 do not sure how something of high quality cant be exchanged when they were so pricey

    • Initial Complaint

      Date:03/30/2024

      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 purchased a pair of On Cloudmonster 2 shoes from a local authorized dealer on February 23,2024. By March 10 they were already tearing up. The dealer only allowed 14 days for return. I contacted On for a warranty claim and was told I would get a replacement or a refund. I had recieved an email gift card that went to spam which I did not know about until days later and did not want. When I called back i recieved the run around and never any solution except the gift card was all they could do and we would have to purchase online. On cloud shoes all fit differently and I chose to purchase from a dealer because I had to try them on. Instead I'm out the money for the shoes and the time it will take to order shoes and return them to find a pair that *** or *** not hold up. To spend that much money on shoes that they don't stand behind is ridiculous. Not to mention the run around with client services when trying to get a refund so I can go to the store to get shoes that will fit and this gift card canceled.

    • Initial Complaint

      Date:03/27/2024

      Type:Delivery 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.
      Basic situation is that package was delivered to wrong place and i am being told that it was and that the decision is final. The address in the doc provided is correct, but the delivery picture is not that address. Order number is number is R933486442 Tracking number for ***** delivery ************ Support was contacted on march 22nd. Was told that it was delivered to the correct address, which is was not and can be shown through the image shown through the ***** delivery confirmation. This is not my door. Was purchased with a giftcard and spent about $70 of own personal money.

      Customer Answer

      Date: 03/28/2024

      This issue has now been resolved. Thank you!

    • Initial Complaint

      Date:03/19/2024

      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.
      ordered order number R719756587 on feb. 21, 2024 for a total of $196.64. the tracking number is ************. it says it was delivered feb 27,2024. there isnt a picture where it was delivered and i have not found the package. this company says they are not going to do anything about it. so now i just lost 200$ in thin air? for something that expensive they should provide shipping insurance in the even the package does not arrive.

    • Initial Complaint

      Date:03/12/2024

      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 purchased several items on 12/30. I returned a jacket via Fed Ex within days of delivery. I got a notification that it was received on 1/12/24. They told you it would be three to four business days, and I would have my refund on my credit card. They have not refunded my money yet for the jacket. I have called them once a week, but I have not received the refund yet. They have confirmed the jacket.

    • Initial Complaint

      Date:03/08/2024

      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 a pair of sneakers for valentines day for my wife. Lucky me the order showed up on valentines day! Not so lucky was the shoes I received a used pair of CLOUD 5 ********************* shoes. The pair of shoes has dirt and leaves. I called customer service they instructed me to return the shoe! the very next day I went and sent the shoe back the order was received in a few days. Again to my misfortune my order was never processed. Fast forward to MARCH my order finally processed after calling customer service twice there was a system error that never sent out the exchange. Finally today March 7th I get another used pair of shoes! for the amount of money you pay for these sneakers they should not be sending out a used product!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    On Running is NOT a BBB Accredited Business.

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