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:02/21/2024

  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.

  Order #R987795500 Placed: January 7, 2024 Amount: $269.88 The business claims on their website that returns/refunds will be processed within 14 business days of the receipt of the items. It's been one month. I am constantly told they will email their internal teams and nothing gets done. A manager emailed me and when I followed up, there was no response. Moreover, I realized after I mailed 3 items back that the return receipt that was in the box was for a different order and there would be no way for the warehouse teams to refund money back to me as the order number linked on the box is not mine. I am including ***** receipts and all the info I have that the box with returned items was indeed shipped back to their warehouse. It really is a complete mess and I have spent hours of my life trying to fix the situation. All I want is my money back for the 3 items I sent back and be done with this company once and for all.

  Customer Answer

  Date: 03/13/2024

  On Running finally refunded me after 2 months of repeated calls, promises of returning calls (never happened), unanswered emails and many complaints, they issued my refund by processing it manually.

• Initial Complaint

  Date:02/21/2024

  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 called on 1/19 (customer service ******** ******) and 1/30 (customer service Davidson), inquired about the delivery date for the exchanged shoes. ********* received my return shoes on January 9 , I was informed to wait for my exchange order to be processed.After waiting for a month, I discovered the status of my exchange order has been canceled online. I called on 2/12 (customer service *****************) , ***** stated the shoes were out of stock. I told ***** that I was able to see the shoes were completely in stock in full sizes and available to be ordered online. He said it was a system error. (I saved a screenshot)Despite availability online at the original price of $159.99, I got a good deal for $89.95 at Black Friday sale. I called on 2/13 (customer service Trasana), she cannot give me a reason why cancel my order, that I never intend to cancel. I also ask if you can reinstate my exchange order because I can see website has full line in stocks now. She rejected with no reason .I emailed customer service **** on the same day, 2/13. I asked for the reason why my order being canceled but she has no response. As of today 2/20, I haven't received any reply or refund.I knew they cancel my order because the shoes went back to original price, company is not willing to honor the low price I paid for it. On is a well-known brand in the market and selling in the department store. Im disappointed of the way they handle my issue. Im asking to exchange my shoes. Im not asking for a refund.

• Initial Complaint

  Date:02/18/2024

  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 online that said would be delivered next day paid extra 25$. ********* had a delay in sending them out causing them to be a day late. On says they were delivered but I never received them. Photo supplied from fed ex is vague and just shoes a box on a porch but that porch isnt mine. I tried resolving this with on and their customer service is pretty awful at responding or following up. Before I do a charge back Im doing this to give them an attempt to keep my as a customer

  Customer Answer

  Date: 03/12/2024

  Thank you for trying. I have processed a charge back with the credit card company and notified them that they did not respond to you

• Initial Complaint

  Date:02/15/2024

  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 January 13, ****, I ordered a pair of Pearl-Arctic ************ shoes from www.on-running.com for $181.89. I received the shoes on January 16, ****. The shoes were of a different color than I expected, therefore, I returned the shoes to exchange for a different color (on January 20, ****). I received an email from on happiness delivery team on January 24, **** stating they had received my return and it could take up to 7 business days to process my exchange. Today is February 15, ****, and I have been waiting on my shoes to processed since January 24th. I called the company on February 13, **** (at ***************) to ask for my shoes to be shipped or my money refunded on this day because of how long I have been waiting. The customer service person informed me they dont have contact information with the warehouse where my shoes are being processed. I asked to speak with her supervisor/manager and was told she was off on this day. She said she would have her call me the next day, but never received a call. All I want are my shoes or my money back!

  Customer Answer

  Date: 02/16/2024

  It seems your contact with the company worked. I just received an email stating my shoes have shipped. Thank you for your help. I would like others to know if they have a return or exchange with this company, it may be a challenge. Its sad to say this because their shoes are terrific, but their customer service needs lots of help. Lets just hope I do indeed receive my shoes. 

• Initial Complaint

  Date:02/15/2024

  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.

  Transaction date: 12/31/2023 Order #: R355621787 Amount: $86.35 Order #: #R717995197 Amount: $86.35 I made 2 separate purchases for shoes, both for the same amount. I returned both pair as they did not fit. The business received my return on 01/29/2024. I have called several times inquiring about my refund. Different representatives have told me they are processing my refund only for it to never come through. I spoke with a supervisor today 02/15/2024 and was informed that the shoes have been received but not inspected and scanned in this process takes **** business days. However they have had the shoes for ************************************************************************** on how long it will be before I receive my refund. I have an uneasy feeling about this business due to every time I call they assure me they are processing the refund only for it never to go through and now today the story is the shoes have never even be checked in. I just want my money as they have their product and the supervisor stated there is nothing he can do to process my refund.

  Customer Answer

  Date: 02/16/2024

  Good afternoon. I just received an email notifying me that both purchases now have a refund showing as processing. I do appreciate your help in getting this concern over to them. Thank you. 

• Initial Complaint

  Date:02/14/2024

  Type:Customer Service 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.

  This company owes me a refund for shoes I returned. They keep telling me to fill out a form I've already filled out. My refund was supposed to have been processed in 7-14 days. It's been 15 days, no one can tell me when I'm getting a refund, everyone keeps pointing me to a form I've already filled out and there are, apparently, no managers who work for On-Running as I requested several times to speak with one.

  Customer Answer

  Date: 02/15/2024

  I have called this company 10 times now. Each time, I politely ask to speak to a manager and EVERY time I call, they are in meetings. I've been told my issue has been escalated, but I have been waiting 6 days for a call from a manager. I have told people repeatedly that I have already returned the shoes and received an email from the company on 1/30/24 confirming receipt of the shoes (see documentation that was previously submitted). Today, after talking with a customer service rep, I received an email telling me that the next step was to return the shoes.

  I called again to inform them they received the shoes on 1/30/24. Asked to speak to a manager and guess what? They're in a meeting again.

  This company is set up to take money from customers and they have created a system where it's impossible to get it back. 

  I would like you to help me get my money back. What they are doing is illegal. 

• Initial Complaint

  Date:02/14/2024

  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 two Cloud 5 shoes from the On Running website on January 29, 2024 - a size 7.5 and size 8 because I didn't know what size I needed (I've never purchased from them). I tried them on and decided to keep the size 8. On Wed., Feb. 7, I went online to fill out the "return request form" in order to return my size 7.5. It says returns must be completed within 30 days and I was within the window. The website said that once my return was confirmed that I would be given an email with confirmation and a ***** shipping label. On Thursday, I got the email but no label so I called to see if they could email me a label. The customer rep said she'd message ***** about it, and I said thanks. On Friday, still no return label so I called and asked about it. ******* said they would message the other rep who originally helped me; I asked when I can expect the label; he said ***** hours. On Monday I called and asked for the label, ******* said that they couldn't help because another rep was handling it and they'd reach out to them to remind them. On Tuesday, Feb. 13 I called and asked to speak to a manager. ******* put me on hold for 4 minutes and said the managers were all in a meeting but that one would call me back and verified my phone number. He asked when a good time to call would be, I said I stay home and don't work so I can talk anytime. I told him my complaint, he said he would reach out to ***** for the label and that I'd have it in my email by the end of the day. Today is Wednesday, Feb. 14 and I still don't have it. I would like to return my size 7.5 shoes and get my $139.99 back but it seems like the company is preventing this from happening. I buy a lot of clothes online from a variety of websites and I have never had this much run around. Other company's reps can send me the label over the phone right then and there. I do believe On Running is purposefully not getting me a shipping label so that they may keep the money.

• Initial Complaint

  Date:02/14/2024

  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.

  I placed an order for a pair of shoes that was suppose to be delivered on Monday February 12, 2023. I have made 3 calls to this company and no one can give me a clear answer on my order.

• Initial Complaint

  Date:02/05/2024

  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.

  Purchased a running shoe. The left side of the right shoe basically had a defect where a piece of plastic sticks out and makes my foot red. I contacted the company about this and they refused to help. I then basically put a foam on the defected area so I could wear the shoe, but now that too is wearing. If I take that out, the problem returns. I could never run in these shoes for the reason described so they have seen very little wear and tear. Ultimately, the company should take ownership for the defective design. I really wanted to use the shoe for a long period given the price. So far, I have had to solution this for myself, but now my solution isn't even working. Assuming the new models don't have the defect, I'd like them to send me a pair and I can return these if they'd like.Stand by your products, On Inc.Order Number R249949062

• Initial Complaint

  Date:02/05/2024

  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 have purchased many aon Cloud tennis shoes from Nordstroms AND On Clouds website and they fit. More recently ordering from On Cloud they haven't fit. It's been an ordeal. I call and cannot speak to someone. I email and if, I get responses they take days. I have ordered and resent multiple times as they only allow one exchange to an order. For the hassle they have provided me 30% off. Yet, I haven't benefitted from the 30% discount as the shoes were returned. I have asked for 30% coupon as I found a pair that fit and I can order. I am unsuccessful at getting their attention. I just want this 30% offer that was given to me to use.