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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.
    • 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:04/07/2025

      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 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:
      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 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:
      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 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:
      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.
      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.

    • Initial Complaint

      Date:03/08/2025

      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.
      A package was delivered to my home, but I never received it and when I spoke with ****** I believe that someone had taken it off the porch, whether it was their driver or stranger was unknown. When I reached out to customer service, they were very unwilling to help me and I would like a refund since I had to go out and buy another pair of shoes from the local store because I never got my package

    • Initial Complaint

      Date:03/07/2025

      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.
      Complaint Against: On Inc. (********, **)I purchased a pair of On Cloudtilt sneakers from Ons official website (Order #R546113517). ***** marked the package as delivered on February 21, 2025, but it was left in a common area without a required signature, and I never received it.I immediately contacted On Running and *****. ***** completed their investigation and confirmed on February 24, 2025, that the package was delivered but without a signature. Despite this, On delayed their response until February 28, 2025, and then refused to take responsibility.On has denied my refund request, even though there is no proof that I personally received the package. The package was left unattended, which is a risk that On should take responsibility fornot the customer.I have disputed the charge with my bank, and they are currently reviewing the case. However, Ons refusal to resolve this issue fairly and their delay in responding have left me with no choice but to file this complaint.I request that On Running issue a full refund of $174.20 due to the missing package, as there is no valid proof of delivery to me.

    • Initial Complaint

      Date:03/06/2025

      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 bought a pair of their shoes with a valid coupon code the site provided. The next day they sent me an email stating the coupon is not valid and they are not sending me the shoes.

    • Initial Complaint

      Date:03/05/2025

      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 placed an order with On Inc. on 11/20/2024. A charge of $193.95 went through on 11/21/2024. The tracking number provided by the carrier ******* stated that the order was delivered on 11/29/2024. My residence has a designated package room, in which carriers are directed to leave packages, and at that time, a code will be sent to the tenant, for them to have access to the package room. I never received a code for access to the package room, and the workers in the leasing office verified that no package was left for me. The package was not left in my front door, nor the neighbors; it was not left in my mailbox. Other than the tracking number that states it was delivered, I was given no proof of delivery (photographic evidence) that my package was successfully delivered to me, even when I requested such on 12/2/2024. I called On Inc. on 12/05/2024 and on 12/09/2024 to discuss a resolution, as I did not receive my merchandise. The business refused to issue a refund as well as re-send the product to my address. They stated that the tracking number states it was delivered and there was nothing they can do for me. I am currently disputing the charge with my bank.

    • Initial Complaint

      Date:03/04/2025

      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.
      On Cloud accepted a publicly available promo code, processed and shipped some orders, but canceled otherseven after shipping. My order was confirmed, shipped, and one hour from delivery when On Cloud manually intercepted it and redirected it back.They now state my refund will only be processed once they receive the packagedespite me never having possession of it. This is an unfair and inconvenient policy.I used Capital One Shopping, a trusted browser extension that only applies publicly available promo codes. If On Cloud didnt want the discount used, they should have blocked it at checkout. Instead, they accepted my order, shipped it, then recalled it. Some customers who used the same code received their orders, while others had them canceled or intercepted.Since On Cloud fulfilled and delivered some orders but not others, I request that my order be reinstated at the original price. I placed my order in good faith, assuming the discount was valid, and I should not be penalized for an issue that was On Clouds responsibility to prevent at checkout.Requested Resolution:Reinstate my order at the original price.Provide clear policies on ************************************************** orders are handled consistently.On Cloud should not recall shipments mid-delivery, then refuse to reinstate them. If this was a pricing error, it should have been addressed before shipmentnot inconsistently after customers expected their items.

    • Initial Complaint

      Date:03/03/2025

      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 purchased a pair of shoes. I returned them because I wanted a different pair. On Cloud received the shoes in January and to this date, I have not received my refund. I received an email from On Cloud on February 4, 2025 stating my refund will be issued in the next few days to my original form of payment. And as of today, I have not received my refund.

    On Running is NOT a BBB Accredited Business.

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