Complaints

This profile includes complaints for On Running's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

On Running has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  On Running

  1250 NW 9th Ave Portland, OR 97209-2884

• 

  On-Running

  Morrow, GA 30260

• 

  On Running

  529 NW 23rd Ave Portland, OR 97210

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:04/30/2025

  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 with On Running on 4/12/25 and never received the product. The package was marked as delivered, but it was sent to an address that is completely unfamiliar to menot the address I provided at checkout. The delivery confirmation includes a scribbled signature that is clearly not mine.I filed a claim with ****** and after a full investigation, they were unable to locate the package and confirmed there was no further information available. They advised me to reach out to the shipper (On Running) for resolution. Ive attached their official response.Despite this evidence, On Running continues to refuse a refund or reshipment, hiding behind a flawed delivery status that doesnt reflect reality. Their customer service has been dismissive and unwilling to take accountability, even though the delivery clearly failed and the tracking information points to a delivery to the wrong address.This is not just poor customer serviceit borders ********************** fraudulent business practices. I paid for a product, never received it, and am now being told there's nothing they will do to make it right. I am requesting a full refund or replacement immediately, and I urge the BBB to assist in holding this business accountable for its unacceptable conduct.

• Initial Complaint

  Date:04/26/2025

  Type:Sales and Advertising 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.

  My ON CloudEclipse started squeaking within the pods with every foot step. They squeak so loudly I can't even wear them casually anymore. I contacted ON to initiate a warranty claim for days and their warranty form would not submit. I then contacted customer service who had me submit the ******************************* manually. I was told squeaking was due to environmental factors, and essentially, it's not their problem. But these shoes squeak from within the pods no matter what the weather is like or if I run or walk inside or outside. I know this is an issue with ON shoes because I have had 10+ pairs between me and my wife and ON has had to warranty one of our CloudSurfers due to the same manufacturing defect. I called customer service to clarify and the *** told me it is a common issue with this model of shoe; that he hears it all the time and he will try to help. So the initial *** just blatantly lied about the manufacturing issues ON is having in an attempt to. The *** I spoke to passed me off to yet another *** who only seemed to care about their faulty warranty form and just disregards my concerns about their bad shoes. The customer service here is *********************** existent. The shoes are cheap, poorly manufactured, and wildly over priced.

• Initial Complaint

  Date:04/25/2025

  Type:Sales and Advertising 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.

  2/18/2025 order placed, delivery from their chosen brand was incredibly lacking in sense and unwilling to provide resolutions either. Package (shoes $150 value) were not delivered to the customer due to negligence ********************** many parts. Attempted to cancel order, edit exchange, was met with absolutely no options for help when shoes were first ordered-- was told I had to call within an hour of placing the order however it was not within business hours and there were no other options available to cancel the order. After noticing the package had been stolen without my knowledge that it had even been delivered, multiple conversations with customer service proved to be unsuccessful in providing any resolutions. Company staff were unkind and unwilling to help in any manner because they considered their part in the matter to "have been completed". No product was received, and I believe the fair resolution would be a refund. The business prides themselves on delivering happiness, yet deliveries are obviously left incomplete. Essentially it feels like the business has stolen a customer's *************************. I am sure a million dollar corporation does not need to be so greedy-- to where there is absolutely nothing that has been done to rectify the situation that has never been in our control as customers.

• Initial Complaint

  Date:04/23/2025

  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.

  Bought a pair of sneakers for Grandson from ************* that were On Cloud, they fell apart after 2 months. Neither On Cloud or Bloomingdales are willing to exchange

• Initial Complaint

  Date:04/16/2025

  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.

  Ive been going back and forth with On ****************** about an order I never received. The delivery was supposed to happen on the 11th of this month, but nothing ever showed up. I contacted ***** and had them open an investigation, and they confirmed the package was deliveredbut not to my address. I provided this information to On Cloud, including proof from ***** that the package wasnt delivered to my home.Despite that, On Cloud is still refusing to either reship my order or issue a refund. This was my first time ordering from them, and its been the worst customer service experience Ive ever had. I spent nearly $200 on two pairs of shoes I never got, and all I want now is my money back. Ive done everything I was supposed to do, but On Cloud wont take responsibility. Extremely disappointing and frustrating.

• Initial Complaint

  Date:04/15/2025

  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 recently bought a pair of shoes from ON Cloud. Order #R144016044 on December 8 2024. After buying the shoes I realized I was incredible pain and ended up in the ** , they said it was likely related to the shoe. For two days I was home and was in pain in the soles of my feet. After discontinuing with the shoe my foot was able to heal and have not been able to wear those shoes again. I informed ON of the situation as I will no longer be able to wear the shoe and to inform them so they can determine the cause. My request were ignored initially prior to the case being dismissed twice despite attempting to get in contact via email, phone and mail.I am formally filing a complaint because as a customer I feel that such **************************** should not be dismissed as not part of warranty. Pain and a trip not part of warranty. This is appalling . A simple apology and return or credit was all I was asking for.

• Initial Complaint

  Date:04/07/2025

  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 ordered from this company multiple times and when I placed a larger order I did not receive it. I contacted the company in good faith multiple times and was placed in a holding pattern, unable to speak to the team who actually could resolve my issue, and then was arbitrarily dismissed and rejected without so much as an attempt to hear my side, account for human error, or make things right.

• Initial Complaint

  Date:03/18/2025

  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 received an email on march fifteenth that an order from this company had been placed. I checked ******* and saw that funds were taken. I called the company and attempted to cancel the order.I was told that since it had not happened in the first sixty minutes from the order that they could not cancel it in the system. I was told that the four department would look into it on monday And cancel the order. Monday came And ***** a shipping notification from the company. I called again I was told That they would recall the package from *****. On Tuesday March eighteenth I woke up To a shipping notification from ***** saying that it way. At no point doesn't seem this company did anything to prevent this package from being delivered.

• Initial Complaint

  Date:03/10/2025

  Type:Order 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 on February 27th with a coupon code the company provided on its online site ************************** to all of its users that provided a 70% coupon multiple pairs of sneakers. The company got the order prepared the order and shipped it on February 28th. In addition, they sent a tax invoice that is a legally binding contract between me and the seller. They shipped out the items, charged my **** card and I was waiting to receive them on March 6th. They were located at a *** Ex location close to my home when the sender requested to have the items returned. I contacted the company and they let me know that the coupon code that they provided to its users was invalid however I let them know they had already provided me with a receipt making it a legally binding sale. I am looking to receive my items for the price I paid for them and damages at this point. The company should have to honor the price they sold me the sneakers for regardless if they like it or not.

• Initial Complaint

  Date:03/08/2025

  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.

  Better Business Bureau Subject: Complaint Regarding On Running Order Cancellation Dear BBB Representative,I am writing to formally lodge a complaint against On Running for their unjustified cancellation of my confirmed order (Order Number: ON541977245513).I placed an order on On Running's official website, successfully completed the payment, and received a confirmation email. Subsequently, On Running unilaterally canceled my order without providing adequate justification or prior communication. This action not only breaches fair trade practices but also disrupts my consumer rights as per U.S. consumer protection laws, including but not limited to regulations enforced by the Federal Trade Commission.I respectfully request your assistance in resolving this matter by urging On Running to fulfill my original order promptly and as initially agreed upon.Thank you for addressing this issue swiftly. I look forward to your prompt response and assistance.