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:03/06/2024

  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 initially purchased a pair of shoes at a 40% discount during Christmas as a gift. Unfortunately, the order was canceled due to overselling. Despite numerous calls and emails, the retailer refused to honor the 40% discount on another pair of shoes that were in stock. After several attempts, they offered a 30% coupon instead.Later, when the original shoes came back in stock, I reordered them along with other items. However, once again, my order was canceled without any notification due to overselling. After numerous attempts to resolve the issue via calls and emails, they reissued the 30% off coupon. However, when I tried to reorder the same shoes using the coupon, my order was canceled again.Finally, when I spoke to a manager, they were rude and uncooperative, refusing to escalate the matter further. Despite the ongoing inconvenience and stress caused by their inventory system, which repeatedly advertises items that are later found to be oversold, the manager, ***, failed to offer a proper apology or resolution.At this point, I still have a non-functioning 30% off coupon, and the same shoes are available again. It's frustrating to see that the inventory issues persist, and the problem remains unresolved. Their misleading inventory system has made the shopping experience incredibly disappointing and unreliable.

• Initial Complaint

  Date:03/01/2024

  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 purchased ********* in June 2023. Less than 6 months later, and they are falling apart. Ive reached out through their website, email, and social media platforms. I cannot get a response from an actual person. I also filed a warranty claim 3 months ago and never heard back. The shoes were worn only at work, where I am a dental hygienist. So I sit most of the day.

• Initial Complaint

  Date:02/29/2024

  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.

  On Feb 13th I purchased shoes from On-Running. As of today, my item is still in the warehouse and has not shipped. I have made 3 phone calls and 2 online chats to see what the hold up is. After being told the item was in stock, I was promised it would ship within 2 business days. After several attempts to get my item shipped, it still has not. I called today, Feb 29, 2024, to cancel my order. I no longer wish to do business with them, but they are refusing to cancel my order. I have not yet been charged for the shoes and they confirm the shoes are in stock but still refuse to cancel my order. They say they can only cancel an order if it's within 8 hours of ordering. This completely lacks logic! They will not send me the item, they still can't say when it will be sent but they won't cancel it either. This is unethical. I do not want the item and I do not wish to do business with them. I am asking for the BBB's help in canceling this order. Thank you.

  Customer Answer

  Date: 03/06/2024

  Hi,  

  I received notice that the ********** did cancel my order which was all I was looking for.  Thank you for you quick action in this matter and for helping solving it appropriately.  I appreciate your help.

  *********************

• Initial Complaint

  Date:02/28/2024

  Type:Delivery 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 was charged for an order they have not delivered in a timely manner or expected delivery date. I have tried multiple times to ask for a ship date or a refund and have gotten no where. I have received excuse after excuse from blaming ****** to the warehouse being backlogged to the order is processing and cannot be refunded. I just want my money back! They absolutely will not give me any updates on a resolution. The just continue to tell me to be patient.

  Customer Answer

  Date: 02/29/2024

  I received an email this morning that the order has shipped. It has not been picked up by the carrier. I will update when it has. Thank you!

  Customer Answer

  Date: 02/29/2024

  The package is now in route. Thank you for the help.

• Initial Complaint

  Date:02/28/2024

  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.

  Feb 1, 2024 Ordered sneakers for my wife. Total cost $160 shipped. Feb 6th Receive shoes. Half size too small. Requested Exchange. Feb 7 Return Authorized, Shipping Label Issued. Print label, use same packaging, X out old label, Attach new label drop-off to ***** Auth mail center. Feb ***** Contact web chatbot as return still not registered. On chatbot tells me return is in warehouse will rush. Feb 21 Call On directly to inquire. On tells me they never received return. Feb 21 Call *****, tell me they see pkg picked up, it's "been too long for them to do anything file complaint" Try to file complaint. I cannot file as "I am not the shipper, On is."Feb 21 Call On back, fight through automated receptionist to get human. Re-explain situation. Tell them I cannot file a claim with ***** they have to. I am frustrated. It's been weeks, I don't have the ************** out the money. On states "we will do internal investigation" I state to them I do not understand as I returned the item in original packaging using their label & ***** confirms they picked up package. Asked them "why they can't ship me the new size requested & work it out with ***** as it's out of my hands." They won't. Feb 25: Receive e-mail "Thanking me for my patience and they wanted a photo of the sticker I received from the mail room I returned it to." I explained It's been over 3wks since drop off, never have I kept a sticker." No response for 2 business days.Feb 27th: Go back to ship location get a print out of the return transaction including package number, weight, time, date, etc. E-mail back to on hoping this resolves this. Finally I am annoyed as it appears they don't really care about customers making me do all the leg work and constantly fighting through AI chatbots & automated operators & waiting a week for a response. Hoping this gets through to them.

  Customer Answer

  Date: 03/06/2024

  On Running suddenly delivered my exchange 3 days after filing the complaint with the BBB. They sent no email, no prior communication, never updated me on what had happened with my return in regards to if they received it, ***** lost it etc. I thank the BBB for likely starting a fire under their feet to get it done and I have received the merchandise I paid for but I'm never dealing with them again. Thank you for fighting for the little guy. 

• Initial Complaint

  Date:02/27/2024

  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.

  I bought a pair of shoes last September, and decided to return it the month after. I took a while to actually return the item (which is my fault), but not because I used the shoes. I have been traveling for work and did not have time to drop it off. When I did drop the item off at the post office, it seems that they received the item on 20th November 2023. I emailed them almost every two weeks since then about my refund. Their initial email told me that it will take 14 business days to issue a refund. After more than 14 days, on 18th December 2023, I reached out again because I did not receive a refund. I received a response, but was scolded for sending in the item more than 30 days after the return date. Mind you, I did not receive any warning about sending in the product late nor did I receive any reminders to send in the product on time to avoid being "overlooked." I did not know that it is a business practice to ignore returns just because someone return a perfectly good item late. On 17th January 2024, I followed up again because I did not receive any inkling of refund, and was told that it was looked into. On 29th January 2024, I contacted them again and received no response. On 15th February 2024, I contacted them for the last time and received no response. Seems like a common practice at ON to not issue a refund :)

• Initial Complaint

  Date:02/27/2024

  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.

  On November 28, 2023 I made an online purchase at ON.COM (Order #R336757343) using my Apple card, according to ***** delivery confirmation, it was left at my front door om Dec 2 2023 at 3:20pm, by the time I arrived at home at 5:10 pm the package was gone, don't know if someone stole it or the same delivery driver after taking the photo picked the package and took it, asked my Neighbours but no one seeing to picked the package, keep in mind this is not a gated condominium which has access to the general public. I included a police report on my claim in order to open an investigation, sad to say this company is trying to keep my money for purchased items never received, please help me get full refund back to my credit card used for the purchase.

• Initial Complaint

  Date:02/26/2024

  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 made an online purchase for running shoes in the amount of $183.59 on 2/6/24. Money was collected via Paypal from the company. Expected delivery was 2/12/24. I emailed on 2/17/24 to inquiry about the status of the order. Company responded the order was placed and still in "progress", has not left warehouse. I requested to cancel order as it was taking so long to fulfill. I inquired again on 2/22/24, again same response, not processed, still sitting in warehouse, and again asked to cancel order, again told no because it was in "progress". Today 2/26/24, again the same scenario. They won't let me cancel the order because it is in "progress" but it is still sitting in their warehouse, unfulfilled. They took my money and are not providing the product or showing that they have any intention to do so. The representative today said there are no supervisors available to discuss further and I can "reset assured" they will process the order. My reference number for the order is R654648155

• Initial Complaint

  Date:02/23/2024

  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 purchased a pair of shoes from there web site on Jan 7, 2024 order # R186219852 with tax in the amount of $ ***** and they do not fit. on my receipt it says I have 90 day to return my order, they do not fit!! They are too wide! I contacted them starting on 2/20/24 and they are now saying I only have 30 days for returns or exchanges and will not answer any more of my questions/emails!! The shoes on this site range from ***** to ******. buyer beware what a scam!!I need help getting a refund!! please ***************************

• Initial Complaint

  Date:02/23/2024

  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.

  Purchased shoes from on cloud. Received them they were too small so returned for an exchange. Exchange was accepted but they have not shipped a replacement 1 month later and have no explanation despite multiple attempts to talk to someone in customer service or social media. Was told they could not refund my purchase because it was processing a return. Wont let me speak to a manager. Its over a month now and not sure what else to do. I would just like my correct size shipped back to me.