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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:01/30/2024

      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.
      Purchased shoes 1-15-24. Purchase has had no movement from ***** in over 2 weeks. Attempted to get a refund but the agent said they had to do a ***** investigation first that would take 3-5 days. Its been 5 days and Ive heard nothing. I call back. They still refuse a refund and say we have to wait for the investigation to finish. I attempt to talk to a supervisor and get disconnected. I call back and they say theyre gone for the evening and will call me back in ***** hours. Ive reached out to this company 3 times. They have the proof that I never received the shoes. I just want my money refunded. I already had to buy shoes elsewhere. paid *****.

    • Initial Complaint

      Date:01/30/2024

      Type:Billing 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.
      There are 6 transactions on my credit card that I did not authorize, never have bought anything from On Inc. The dates/amounts are as follows:1/19: $160.49 1/19: $181.89 1/26: $96.25 1/27: $152.06 1/28: $151.54 1/30: $192.59

    • Initial Complaint

      Date:01/26/2024

      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.
      Placed an online order January 12, **** order no. R563824202. I've never received the shoes. So I reached out to company by online chat, ************** Still no shoes and it's January 26, ****. The shoes should of been delivered in reasonable time frame. There's been no progress made since the initial order but companies are always quick to take your money!!!

    • Initial Complaint

      Date:01/21/2024

      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 purchased 2 pairs of shoes from this company weeks ago. Tracking shows they were delivered on 01/12/2024 but they were not delivered. Either they got left at the wrong address or they were stolen, ***** did not guarantee was happened but something on their end. I have contacted On once a day since the 12th, they have pushed me around to different agents. I have asked for management to contact me, not a single person has contacted me. They have told me to check back within 24 hours, then it was 72 hours, then it was 5-7 days and now it is **** BUSINESS days. This has gone on way too long, I truly do not understand what the deal is with this company. ***** has told them the order is lost but they won't accept that since they have to issue a refund.

    • Initial Complaint

      Date:01/17/2024

      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 purchased a pair of shoes at on company online on Jan 9, **** at 8:00am. My perder number is R662183694. I paid for express shipping, I was told that I will received my order by January 11th, ****. I paid $210.11. Till this day I have not received my merchandise. I have called customer service twice. They can not tell me when I will received my shoes. I also requested to cancel my order and they said they can not cancel my order and get my money back until I received my shoes but they dont know when I will get my shoes.

    • Initial Complaint

      Date:01/11/2024

      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.
      I purchased a pair of shoes from On Running online on October 2, 2023. Order #R134065151 using a $100 gift card and $58.99 on my credit card. They were delayed in shipment. When I finally received, they were the wrong pair - completely different color and style that I had ordered. I reached out to their customer service to get my correct pair. They said I had to return the wrong pair, wait for them to process the return, then they would send the new pair. Kind of ridiculous considering it wasn't my fault that they sent the wrong pair but I did it. I had to call once asking where my correct pair was because it took almost a month. I finally received the correct pair in order #SO022893034. Unfortunately they did not fit properly so I had to return. I returned them promptly (Return Case #R021095327). After several weeks of no refund I called their customer service. They confirmed they had received my return, processed it, and would be issuing me a refund. A couple weeks went by and NO refund. I called. I emailed. Same run around every time - they received it, would process my return. Finally in December they did return the $58.99 on my credit card and said they put the $100 back on my original gift card. I went to purchase a new pair of shoes last week and the $100 is NOT on my gift card. I have a zero balance still. I called the customer service who said they would look into it and get back to me. Nothing. I called again Monday and asked to talk to a supervisor. I got the run around that they would call me back in 24 hours, nothing. I am at my **** end. I cannot get through to anyone. All I do is keep getting told that they will refund me or look into it but its been FOUR months and they still have my $100 gift card. I just want my $100 back - either on an ON gift card or refunded to my credit card. The gift card # I used was: *********************.

      Customer Answer

      Date: 01/23/2024

      Hello, thank you for your help. ***** from ON Running emailed me a $100 digital gift card as a refund on 1/15. I just used it and it worked. Thank you again for your help with this issue. Sincerely, *******************************

    • Initial Complaint

      Date:01/10/2024

      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 shoes on 11/24/2023 (order number R108542175) the shoes were delivered on 12/4. They didn't fit and I filled out the form to exchange the shoes for a different size and used the provided label from On running. The shoes were received back by the company on 12/12/2023 (no confirmation/acknowledgment sent via email to me). The process said it could take 4 weeks to get the exchange pair. On 1/2/2024 I called to check on the status and was told the order was delivered 12/28/2023( no email or shipping notification sent to me). When ******* asked me to confirm the proof of delivery picture ***** provided I made her aware that wasn't even a picture of my house. ******* stated she would submit an investigation with ***** and get back to me in 48hrs. After 3 days of not hearing back I called on running back only to find out that process had not been started by *******. The new rep I spoke with on the 6th told me I would have to work with ***** to get it resolved and on running couldn't do anything else. Almost a month and a half after ordering I'm still waiting and receiving no help for an issue that was obviously caused by the delivery company and to no fault of my own. At this point I don't even want to bother with the product and just want my purchase refunded.

    • Initial Complaint

      Date:01/07/2024

      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 have been a loyal customer of ********************** for many years and have brought the company many new customers. Sadly, two pairs of recently bought shoes both have major issues making them unwearable. The company, which went public in 2021, is clearly cutting corners to maximize stock profits. The first shoes have poorly designed tongues (uneven) that bunch. See photos.The second shoes after 2 months started falling apart where the tongue meets the shoe leading to bunching. I filed a warranty claim and had unsatisfactory exchanges with their customer service, now based in *********** and clearly tasked with a short term outlook of keeping every dime. They kept asking for more and more photos and finally stopped responding. I called this morning and found their call center in the *********** and again unhelpful.My warranty claim on their poor product is being ignored. All I am asking for is an exchange, and they should recognize I am doing them a favor by pointing out poor materials and design so that they can get back to being a company that offers consistent quality product.

    • Initial Complaint

      Date:01/03/2024

      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 hiking boots from this company in October 2023. The boots were supposed to be waterproof and great for all weather and terrains. This is a quote from their website - Our hero waterproof hiking boot made for all trails, and all ********. Explore the unknown.. I took these boots for a hiking expedition to Patagonia and Antarctica. On my very first hike in Patagonia I realized that these shoes are not doing what they needed to. I was slipping on snow and on uneven terrain. Pieces of pebbles got stuck in the soles making it difficult to walk. These shoes put me in a very dangerous situation. I slowed down and finished the hike 2 hours behind schedule. After that I packed up these shoes and rented a pair of shoes from the expedition company. That rental costed me $175. I wrote to On-Running to see if they would allow me to return these shoes but their answer was no, they are too worn out. The shoes are not worn out at all. I used them only for a few hours and also cleaned them afterwards. I sent pictures to the company showing how good a condition the shoes are in. I would like my money refunded along with the cost of rental boots.

    • Initial Complaint

      Date:12/31/2023

      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.
      Wife and I purchased matching pairs of ON Cloudsurfer Running shoes for $159 each from Dicks Sporting Good on 10/1/23. We both wore these twice and they started squeaking very. loudly. Called customer service filed a complaint and we were both issued a store credit. The only size available that I liked was the exact same model so I selected them as my replacement, my wife choose a different style. We went to ********* for a few days after Christmas and the shoes started squeaking as soon as I got there so today I called customer service again. I was told to try using newspaper or baby powders inside my shoes as this sometimes helps with the squeak if the weather is damp or moist outside. These running shoes are only meant for dry areas such as indoors or a running track on a hot day. I wear steal toe shoes for 12+ hours a day for work and wanted a nice comfortable shoe for casual wear, not one that squeaks if bottoms gets damp or I have to worry about the weather outside before I can wear them. This is not just a little squeak every now and then, this is very loud, annoying and attracts attention of others. I would defiantly not recommend these shoes and have no plans to purchase any other styles.

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