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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.
    • 81 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:12/31/2023

      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 two orders on the on-running.com website.Both orders have been delayed and shipped late, with a confirmation and recognition of delay by the merchant On-Running.They offer no make good for late shipments, one late shipment, not a big deal but two in a row is not acceptable.Orders in question: R021900382 and R973036858

    • Initial Complaint

      Date:12/31/2023

      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 shoes on December 17, 2023 for a Christmas gift, it was to arrive on the 20th. On the 21st, it hadnt arrived so I called. They didnt even know where my order was, or what it was. So being 4 days before Christmas, I said just cancel the order, which I was told I could do, so I could purchase them elsewhere. I was then informed that even though they didnt know where the order was, I would have to wait for them to be delivered, and then deal with the return process. I told them just cancel it, nobody knows where it is and I need to order them from someone else. I have all communication with them. Now, on December 30, I dont have any products from them and they still wont refund my money.

    • Initial Complaint

      Date:12/28/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 which were advertised as in-stock. I received an email stating my order was late. I received an email that stated my product was out of stock and they would give me a 10% coupon. Per UTPCPL this qualifies as a bait and switch as they did not offer me a replacement at equivalent value. If I were to order an apples to apples product I would be spending $70+ on that product after the coupon.

      Business Response

      Date: 01/11/2024

      Customer: ***************************** | *********************
      Case References: #******** & #********
      Review Notes: The customer placed an order, **********, and it ended up being canceled due to having no stock available. As is aligned with our standard procedure, when it was discovered that the order was canceled, our automation informed the customer and issued a customary 10% off discount for the inconvenience. No funds were actually removed as the order was canceled before the order was processed or shipped. The customer is claiming this is an illegal practice, stating that we're advertising products we are unable to deliver, and that we're obligated to offer a substitute product for the same price point. After review of this case, there appears to be no abnormality in the service given and resolution provided to the customer for the given situation.

      Customer Answer

      Date: 01/19/2024

       
      Complaint: 21065539

      I am rejecting this response because:

      The company did not resolve anything, 10% of your next order is not a reasonable accommodation as the shoes I would purchase are 100% marked up over the model that I selected. A 50% discount would satisfy my compliant.


      Sincerely,

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

    • Initial Complaint

      Date:12/24/2023

      Type:Delivery Issues
      Status:
      Answered
      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 12/8/23 I placed an order on on-running.com for an all black, size **** pair of Cloud 5 sneakers. On 12/12/23, I received an orange pair of **** sneakers. I called customer service and explained. The representative said to return the incorrect sneakers through ***** then call back with the tracking number and they would expedite the correct sneakers. The next day I did just that and called them back at which time they said that I had to wait **** business days for processing. I explained again what the prior rep advised and was told I still had to wait. I asked for a supervisor and was informed none were Available and I would receive a callback within 24 hours from a supervisor. The call never came so I called back the next day and that representative stated they would expedite the correct sneakers. I waited until 12/23 and received no response, email or order. I called back and was hung up on twice. The third time I spoke with *** who assured me he would be tracking the progress of my order ensuring it was expedited and would give me updates every hour. As of 9:51 am on 12/24, I have not received any updates or anything about the order. I had also asked to be refunded the amount of the order ($69.99 +tx) and was denied.

      Business Response

      Date: 01/11/2024

      replied to the incorrect issue for *********************

       

      Customer: ********************* | ******************************
      Case References: #******** & #********
      Review Notes: This customer received the wrong product via order: R337784525. Customer was advised that if they returned the product they received, the correct item would be expedited to them as soon as possible. That did not happen, and there were a number of delays before another team member stepped in to assist with the replacement. There were several statements made by our team that the replacement order was upgraded to "Priority" when in fact it appears that it never was. After a number of delays, on 12/29 the customer stated they instead wanted a refund. On 1/1, our team responded with an update to the replacement/exchange order SO023831046 that was in transit and would be delivered on 1/3. It appears to have been successfully delivered, and the customer has not responded since. All that said, they have received the new replacement order and received what they originally paid for, but have not been refunded as recently requested on 12/29.

    • Initial Complaint

      Date:12/18/2023

      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 September 25th I purchased a pair of ON Men's Cloud 5 running sneakers, and received them on September 30th. In a little over two months my right foot sneaker started to deteriorate, and there is a substantial hole in the shoe. I only wore these sneakers for casual use, not even the performance running they were designed for. I tried to place a warranty request, but they denied it because I bought the sneakers through amazon. Amazon also wouldn't allow me to do anything due to the fact that their 30 day return window was over. On offers a 90 day warranty for their products, yet won't allow me to use it. This is an unjust business practice because I paid a premium expecting high quality running sneakers, that would last me a long time. I would like to either get a full refund, or at least exchange my shoes for a new pair that doesn't have blatant defects.

    • Initial Complaint

      Date:12/13/2023

      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 placed an order with on running on 12/1/23 and was originally told it was delivered on 12/1/23. After much arguing on the phone, I was then told it was delivered on 12/2/23 and given a tracking number with a picture of a package sitting at a bogus home. It was not delivered to the ship to address by fed ex. On then told me they had to open an investigation with fed ex and we had to give them 72 hours to respond. At which point I waited a week and called ON again and was told fed ex hasn't responded and they can't resend another package and that we need to keep waiting on fed ex. They refuse to resend another $390.00 order and refuse to help any further despite the package never being delivered correctly. ON order# R063574107 fed ex tracking #************

    • Initial Complaint

      Date:12/06/2023

      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.
      I am requesting a full refund for R745516064. I never received the item and their support team was unwilling to help.

    • Initial Complaint

      Date:11/13/2023

      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.
      On November 12 2023 I placed an order for tennis shoes at on-running.com. The website declined my payment. I knew this could not be accurate so I tried 2 more times both declined. In disbelief I checked my bank account and noticed the company had charged my card all 3 times $148 each! They decline payment turn around and charge 3 times never processing any order. They offer no customer service ************************. Its a disgrace to the business community.

    • Initial Complaint

      Date:10/04/2023

      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.
      I received a pair of ON shoes as a gift from my college age daughters. The shoes failed and ON Inc. agreed to give me credit (Credit code OnWarranty200_gqbuxo dated 3apr2023) to replace the shoes. Within the allotted time period I tried to use the code, but was informed it had expired. I have made 6 calls to the company and every time I get the same story that they are checking on it. Now the expiry date 3oct2023) has passed. I want the shoes replaced ( I sent them the ******************* of my choice) asap, or my $170 refund. Plus ... all these calls and delays is a huge ************** of my time, which I should be compensated for. Thanks for your help.

    • Initial Complaint

      Date:09/19/2023

      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.
      Bought on September 7, 2021 I contacted the company about the tears in the shoes and it doesn't want to stand behind it's warranty. Pls see email conversations that I had with them and pictures (attached here) of where the tears have occurred Thank you,******

    On Running is NOT a BBB Accredited Business.

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