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Business Profile

Online Retailer

On Running

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

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:06/29/2023

      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.
      Ordered shoes from On *** about a month ago and they have not shipped my order -- I have reached out to their so called "support" multiple times to no avail. I just want a refund. R100209182

    • Initial Complaint

      Date:06/12/2023

      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.
      Order # R441411862, I purchased shoes on their website. They sent the wrong shoes. Box was labeled correctly but they did not check the correct shoes were inside. They refuse to send the shoes I ordered until i ship back the shoes they sent in error. I want the shoes I paid for. This is their error, not mine. They should do what is possible to make sure customer gets the product they paid for. I do not want to be hassled to send back the item sent by error. I sent them pictures and i want my money back or the shoes I ordered be sent to me. Their chat and phone customer service ******************************** or hung up on me. I got a call back. I sent email with proof of wrong item and i asked for gurantee they will refund me when i sent these back. They did not respond with confirmation. My resolution is I would like the shoes I ordered, or my money back and not to send back the shoes they sent by mistake. I have spent over 2 hours trying to communicate with them today with no resolution. The customer service rep **** told me i can go to ***** and call them when i am there! Ridiculous requests! Very extreme just to get their shoes back they sent by error.

    • Initial Complaint

      Date:06/09/2023

      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.
      On 6/2 I purchased a pair of $176.79 shoes from On Inc. they put a hold till 6/8 on the funds. But, on 6/3 they took the funds out of my account but would not release the original hold on my account. So, my account went negative! I called they and they said they didnt see any hold. So I sent them a copy of my bank statement showing it but they never fixed it or contacted me back about it. So I have returned the shoes the same day I received them and I am still waiting for my refund even though they have had the shoes back in there warehouse for 3 days now!

    • Initial Complaint

      Date:05/09/2023

      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.
      Order shoes 5-2-23 at 8:04am Order Number #R679754886. Total $174.11 this included $15.00 shipping fee, for shoes to be received by 5-5-23. I paid extra money to insure the shoes would arrive by 5-5 since they were a college graduation gift, to be handed to my daughter 5-6. I didn't get a tracking number for shipment, so on 5-3 I sent an email, to find out about my order. I got no response. I email On again 5-4, to stress to them I needed the shoes by 5-5 & again I never got a response from the company. I finally got a tracking number 5-6 #************ stating my shoes would arrive by 5-9. Not acceptable since I paid extra money to insure they would arrive by 5-5. I called On and spoke to ******* 5-6, she said On would refund my $15.00 shipping & 10% discount refund on this order. I was charged the full price $174.11 5-6 as of 5-9 NO refunds have been applied to my card.

    • Initial Complaint

      Date:05/06/2023

      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 placed an online order (#SO022342931) with On.com on 4/1/23 for Cloud 5 Push shoes for $160.49 (including tax). The correct shoes arrived on 5/4/23 (Fed Ex Tracking #************). They said the warehouse lost my order. When they shoes arrived on 5/4/23 they had a terrible squeak sound. I contacted the company by phone on 5/6/23 to process a return for a full refund to my original payment method. Per their request, I emailed photos of the shoes to confirm they were in new condition. They told me that I was outside of their 30-day grace ****** and they wouldnt process the return. I had the shoes in my possession for two days.

    • Initial Complaint

      Date:04/19/2023

      Type:Service or Repair 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.
      April 3 I called and asked if they could send another pair cause the left sneaker had a defect inside . I received the exchange item a few minutes ago and when I opened it they were full of dirt on the bottom and obviously used . I resent the fact that i have to touch them and take the time to bring to a fed ex facility and use my gas and mileage . I want a refund to my card immediately and i feel i should not have to wait . I called and no manager was available nor can they refund me until they receive the sneakers . I paid ****** on my capital one credit card

    • Initial Complaint

      Date:03/20/2023

      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.
      I have spent $300 on two pair of shoes. I received one pair or shoes but the others havent come. *** asked for a refund or tracking info. but they wont respond.

    • Initial Complaint

      Date:02/01/2023

      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.
      I returned a pair of shoes that I had purchased about 6 weeks ago and have not received the money back on my credit card account. After numerous attempts to contact them, after my communication that I was reaching out to the Better Business Bureau, They acknowledged receipt and told me on Jan 24 2023 that the money would be back in my account within 72 hours. I have yet to receive it. The amount is USD ****** Also to note - they do not list the street address in ******** only the zip code - so it may be their other location in ******** Thank you for your attention to this matter.

    On Running is NOT a BBB Accredited Business.

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