Complaints

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

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  On Running

  1250 NW 9th Ave Portland, OR 97209-2884

• 

  On Running

  529 NW 23rd Ave Portland, OR 97210

• 

  On-Running

  Morrow, GA 30260

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:03/01/2025

  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.

  On February 27th, I placed an order on the On sneakers website for a pair of shoes using a perfectly good discount code. The price paid was $45 and I received a confirmation email that my order had been processed. The next day, I received an email from the company saying that my code was somehow invalid and that they were cancelling my order without trying to make amends for their own mistake. I made the purchase through their own website that worked fine and showed a price for the goods I was receiving. I entered into a perfectly good agreement with the company at that time and agreed to paid the shown amount for a product they were promising to deliver. Its not fair to consumers that companies can go back on their word and treat customers this way. I would like for them to honor the agreement and deliver my sneakers. On March 1, I reached out to their customer service and they were rude and unhelpful.

• Initial Complaint

  Date:02/28/2025

  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 purchased a pair of shoes through the company website on February 27th using a valid discount code. The discount was then taken off and I spent $40 and my order was then confirmed. I was sent an email containing my order along with an order number. Today (2/28) I received an email claiming my order could not be continued because of the discount code that was used. Although yesterday I ran into no issues when I used the discount code and was led to believe it worked and the shoes I ordered would arrive to my house by march 4th.

• Initial Complaint

  Date:02/26/2025

  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.

  Order #R892831278 2/6/25 Purchase - 2 pairs of shoes and 2 pairs of socks Total - $390.02 Delivery - 2/12/25 After receiving the package, I noticed I was missing an item. The Cloudrock Trek WP S14 Shoes $260 I immediately attempted contact with customer service. I called and was told nothing could be done about the order until an "internal investigation" was performed, which could take up to 7 business days. I was told an email would be sent with updates throughout the process. I waited a few days and got the info. I attempted another call and email on 2/20/25. I expressed my concerns again and the fact that I was upset with this entire transaction. I was told a manager would call be to discuss further. I received the call and the manager could not give me any further info but said he would reach out to the team to attempt to escalate the issue. He told be that the initial investigation did not start until 2/16/25 - 2 days after my initial call and email. Said the manager, apologized, and guaranteed I would hear back with a resolution that day - no one ever got back to me. I emailed the manager the next day explaining that no one got back to me. He then replied apologizing again and attempted to escalate the case again. I finally get an email from the "team" today - 2/24/25 claiming no resolution will be granted as they claim the items were delivered per the carrier. Again, the issue is that I am missing a $260 pair of boots from my order and simply want them resent or a refund given. This was my first purchase from the company and likely my last based on my experience to date.

• Initial Complaint

  Date:02/26/2025

  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 was gifted an On Cloud shoe and I went to a shoe store to try it on for size. I already have a pair in 8.5 womens but I wanted to be sure because its a different model. It fit perfect and my friend ordered it through the On website thinking it would be best to get to direct from the company. It arrived and I tried it on and wore it for the day. It felt much bigger but I thought maybe it was my imagination. Well, I went home, checked my other shoe and the labels. They were both 8.5 womens but the gifted shoe was definitely much larger. I contacted their happiness customer service about the size difference and it was an obvious quality control issue. They refused to accept to return or exchange because I wore it for the day. I sent photos showing it was an obvious defect but the agent wouldnt budge. Its $150! If it were my mistake, Id totally own it but they dont stand by their products. Im not sure what my friend paid for shipping and taxes but the product itself was $150. I was happy to exchange it but now Id just want a refund so that I can get it from a local shoe store.

• Initial Complaint

  Date:02/11/2025

  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.

  My brother purchased a pair of sneakers for me for Christmas. They did not fit so on 12/27/24 I e-mailed and asked for a return label. The return label was not provided until 1/4/25. The shoes were returned and I received an e-mail on 1/21/25 acknowledging that the return had been received and refunded to me via the same payment method used for purchase. They said you can expect to see your refund reflected in your account within the next few days. The original correspondence was a request for a digital gift card. I had e-mailed them about the discrepancy from the e-mail thread. It is now 2/11/25 and I have not received the e-gift card and my brother has not received a refund on his credit card. The company does not have a customer service call center so there is no human that we can speak to. I have e-mailed multiple times for a resolution and tried the chat feature and have come up short. At this point I do not no know else to do to escalate this further. I just want a gift card so I can order a new pair of sneakers. Can you help? Thank you. RETURN NUMBER SA020701750 ORDER NUMBER R090287329 DATE OF RETURN REQUEST 01.03.2025 Cloud X Fawn | Magnet Size: 8 (Women's)Qty: 1

• Initial Complaint

  Date:02/01/2025

  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.

  Merchandise arrived damage, on cloud, not willing to make good on their error. Spoke to multiple customer, service, representatives, manager never called back, still have stained and no resolution. Super disappointed since I invested a lot of money on two different pairs of sneakers and tried to go out, rectify the situation in an acrimonious way to no avail!!!

• Initial Complaint

  Date:01/29/2025

  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.

  On 12/20/24 I ordered two pairs of shoes from On, and I paid with my debit card $347.40 for this merchandise, tax and shipping. I received an order from On 12/21/24 of eight pairs of shoes, none of which I ordered. I didnt receive the two pair I did order. After correspondence with On, I received a return label to send back the incorrect order, and it was received by On 12/27/24. At that point I was told it would be 7-14 days for a refund. Since then, I have reached out to On multiple times inquiring about my refund, and I have received repeated responses that there is no information about my refund, and that despite acknowledgement of my return receipt, the warehouse hasnt entered my return. There is a suggestion that there is a backlog of returns from Christmas, but after more than 30 days, I am beyond ready and expecting a resolution.

• Initial Complaint

  Date:01/26/2025

  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 hope this message finds you well. I am writing to express my frustration regarding a recent experience with your customer service team and to request a ******************************** received a 50% discount code from On, which I unfortunately did not get to use as I was unaware it would expire just four days after receiving it. Upon realizing this, I contacted your customer service team and spoke with a representative named ****. **** assured me that a new code would be sent to me within 24 to 48 hours. However, I did not receive the code as promised.Three days later, I followed up with another representative who stated they would check with **** for an update. Once again, I did not hear back. Two days after that, I had to call again and eventually spoke with a manager who informed me that nothing could be done about the issue.This entire process has been incredibly frustrating. As a loyal customer who was initially provided with this discount code and assured by a representative that it would be replaced, I believe it would be fair for On to honor the original promise and reissue the code.The resolution I seek is simple: I request a new 50% discount code that I can use. I trust On will uphold its commitment to excellent customer service and rectify this *********************************** you for your attention to this matter. I look forward to your prompt ********************************* regards,

• Initial Complaint

  Date:01/22/2025

  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 am filing this complaint against ON regarding a missing package from order R015067262, which was marked as delivered on January 13, 2025, by *****. Despite my repeated attempts to resolve the issue directly with the company, they have failed to provide adequate proof of delivery or an acceptable resolution.The package was allegedly delivered to my apartment buildings lobby or package room. However, this delivery would require an access code to enter, which I did not provide. I have asked them to clarify how delivery could have occurred under these circumstances, but they have not provided an explanation.ON has relied on a generic document from ***** claiming delivery, but this document does not include photographic proof or any other concrete evidence. Furthermore, I have inquired about the details of ****** investigation, but I have not received a clear response.This delay and lack of resolution have caused me significant frustration and inconvenience. Not only have I not received the product I paid for, but I have also had to spend considerable time and effort attempting to resolve this issue.I am requesting that ON promptly resolve this issue by shipping a replacement package at no additional cost or providing a full refund. Additionally, I believe it would be fair to offer compensation for the delays and inconvenience, such as a partial refund or store credit.

• Initial Complaint

  Date:01/21/2025

  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.

  On-Line Gift Card order #: R755801326 Gift card number: ********************* Around Dec 2023/Jan 2024 I purchase a $50. dollar on-line gift card from ************************** for my mother's birthday. When my 84 year old mother could not find the email with the gift card I called ************************** on Oct 21, 2024 at 9:12 AM, and was given the gift card details [please see attachment titled "Email 1"].When my mother attempted to use the gift card, she could not. She called On Cloud 3 TIMES [See attachment "Email 2" and "Email 3"] and each time she was told there was NO money available on the card.I called Oncloud on 1/14/25 and spent 45 minutes on the phone with them. They continued to insist that money was available on the on-line gift card and added that they needed an error code to trouble shoot. I am unable to provide an error code. The SUPERVISOR, *******, finally said he would contact OnCloud's Finance Team and ISSUE A REFUND. Instead, I get an email from ******* [see "Email 4] again asking for an error code so he can request a "replacement code."The next day, Jan 15th, I receive an email from *** saying, again, they need an error code. Oncloud needs to honor their obligation of providing a $50. credit to my mother, or refund my money. At this point, they are just giving me the run around because:a) I was told I would get a refund b) Instead of a refund I am asked to provide an error code AGAIN Oncloud failed to issue a refund after ******* told me he would do so. OnCloud is also refusing to issue a replacement code UNLESS I provide them with an error code. My mother is now 85 years old. She should not be made to JUMP THROUGH HOOPS because OnCloud issues a faulty on-line gift card. I have spent at lease 2 hours on the phone with OnCloud between my call on 10/21/24 and 1/14/25, not to mention the time my mother has spent making 3 calls to OnCloud.I am requesting a full refund($50) from OnCloud.