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: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.

  I ordered three pairs of shoes and the company only sent me one pair. I have tried to fill out a complaint online, but it doesnt work as their website just sends you around in circles without ever letting you send a message to them. I called their customer service number and the associate I spoke with (Alyzza) asked me to send a photo of what I received and told me to wait for a refund/ response, but its been over two weeks now and no one has contacted me back with a refund or resolution.

• Initial Complaint

  Date:01/19/2025

  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.

  This company completely stole my money. I purchased a gift card for my mothers birthday. I never received the gift card. I never even received an order confirmation despite being charged. Upon calling on all they said was that they can escalate the matter. I explain that wont work as my mothers birthday is today and I need the card. Here we are 4 days after I purchased the card and on her birthday I am waiting to receive the card. I explained I need a sooner resolution or I no longer need the card. All the representative said was ok thank youWhat a criminal organization this is

• Initial Complaint

  Date:01/18/2025

  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.

  I paid on running ****** on December 20th for a jacket, running tights, and sneakers. I returned all 3 items unused on December 23rd in the same box with a QR code that on running supplied. I mailed it at the ********* in Clifton Park on Rt. 146. I saw the label go on and Fed Ex confirmed that they had the package. It was returned to on running in December 31st. They refunded only the sneakers. I noticed the refund on only one item on January 6th. I contacted them through their chat and sent an email. Someone replied saying that they were working on finding out what happened. I went through the chat again to send another email when I had not heard back from them. They answered again that they could not find the items. I tried to email back twice to **** and got no response. I called today and was told they were unable to locate the items and they were working on it and they would email me back today, Jan 18th by the close of business. I have not heard back from them. They owe me $191.88 for the two remaining items that I mailed back.

• Initial Complaint

  Date:01/17/2025

  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 11/29/24 I ordered shoes from ************************** for a total of $ ******, 2 weeks passed and I hadnt received my shoes so on 12/14/24 I went online to check the status of my order and it stated that shoes were delivered on 12/4/24. I contacted customer support right away and informed them that I didnt receive the shoes. On 12/16/24, I hadnt heard anything so I filed another complaint about my order and didnt hear back from oncloud support until 12/23/24. In their email they stated that they investigated and contacted ***** and the shoes were delivered on 12/4/24. I emailed them back and told them that was unacceptable and I asked for proof of delivery and they never provided me with that. I told them I was home the day of the supposed delivery and no one knocked on my door and no one even showed up on my ring camera. Oncloud recommended in their email that next time I want to buy something to ship it to the ***** office to ensure delivery. Thats beyond me to suggest that to their customers!!! Im buying ************************** for ******************************* and they want to inconvenience me by having me drive to ***** in the future. Its their responsibility to ensure I get what I pay for to be delivered home. I waited to get a response from oncloud and nothing so on 12/26/24 I created an account with ***** and filed a complaint thru them and didnt hear back from ***** until 1/06/25 and they denied my claim. I have yet to get another email response from oncloud. Im a frequent online shopper and never had this experience with anyone. I often have multiple deliveries daily.

• Initial Complaint

  Date:01/15/2025

  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.

  Purchased shoes from the website on 7/25/24. Order # R439484986 through my wifes account, ******************** The shoes were Cloud X 3.I did not wear the shoes much at first. When I did, I noticed the left shoe felt like it was sticking to the floor. I thought that the issue would go away once the shoes were broken in. Only later did I discover that the rubber tread, which is a hallmark of On shows, was not molded or cut properly. There was excess material in between the patented bubbles that I could not remove. It was causing discomfort and was clearly a defect of the manufacturer.I submitted a customer service inquiry at the beginning of January and received an email reply on 1/6 asking for me to send photos of the shoe. And the defect. I responded as requested on 1/6. On 1/7 I received a response directing me to submit a warranty claim. Since the order was under my wifes email, I assisted her with making the claim through her online account.On 1/14 she received the following reply:Thank you for providing photos of the item you would like to return. After review, we are unable to make an exception outside of our return policy. You have 30 days to return the shoes if they don't have the wanted comfort or fit. This ''issue'' won't affect comfort, performance or the shoe itself. We can't approve this warranty claim since there is no manufactural defect.The reply was both insulting and incorrect, since there was a clear manufacturer defect. The defect was difficult to detect and it took months to notice it as again I had assumed the discomfort and strange sticking sensation would subside once the shoes were broken in. I would have submitted a charge back through my credit card, but it has been more than 120 days since the purchase.

• Initial Complaint

  Date:01/14/2025

  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 from On Running on December [insert date]. I paid extra for expedited delivery to ensure timely receipt. The package was delivered on December 24, 2024, but instead of the shoes I ordered, I received a box containing air filters and a powdery substance. This error caused significant distress, as I initially believed the substance might be harmful.Concerned for my safety, I stored the package in my garage and later realized it was from On Running. I contacted their customer service immediately to report the issue. During a phone call, their representative assured me I could receive a full refund and provided a return label via ***** - they also alluded to this happening to another customer. I followed up ********************** email and provided pictures showing the incorrect delivery, but their email response claimed they cannot offer compensation because ***** determined the package was delivered. The issue is not a lost package but that I received the wrong and potentially hazardous items instead of the shoes I ordered. The customer service representative via email keeps spelling my name incorrectly. Attempts to Resolve the Issue:I have contacted On Running multiple times via email and phone, providing detailed information and pictures as evidence. Despite this, they have not acknowledged their error or offered a satisfactory resolution.Why This Matters:This experience has caused me undue stress, inconvenience, and fear. I went to the emergency room after receiving the package as well with terrible raspatory symptoms. My family and I were scared we were sent arsenic, instead of shoes. I trusted On Running to deliver a product I paid for, but instead, they sent an incorrect and alarming package. Their unwillingness to address the issue demonstrates poor customer service and a lack of accountability.

• Initial Complaint

  Date:01/12/2025

  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 ordered 3 pairs of shoes from the On company. After a week, I returned 2 Pairs of the 3 pairs of shoes For a refund, I did receive the refund for two pairs of shoes. After another week, I decided to return the third pair that was still in the shoebox, unused and new for a full refund because I found other shoes on their website that I liked better. I Called on happiness customer support for the ********************** company and tell them I used my shipping label for the two pairs of shoes that was sent prior. A person there emailed me a new shipping label. I printed it out and used it for the third pair of shoes. It was sent to Lebanon ********* to a warehouse and it was accepted at the warehouse as *************** has the proof and the signature. Although my return was within the timeframe and it was accepted at the warehouse, the customer support has ************************ nothing towards sending me my refund which should be $84.80. It has now been over a month. On is an international company that opened a few stores here in *****************. All I want is my refund of $84.80 and I will never order from this company again- Bad business. I also research on ****** and their ******** at some of the comments so many people not only in that states bet in other countries have had the same problems. Theres something very strange and very funny about this business. It is not Ethical and it does not adhere to their own return policies and time frames for a refund. Please help. I want to clarify that I ordered through the company online, but the flagship store or the place of business I am unsure is in ********, Oregon. I am unsure in the *************, who the point of contact for this international company would be, Its definitely going against the standards that our government has set forth for businesses. It should Be investigated. I have a snapshot of the *************** delivery when it reached the warehouse in Lebanon, *********, and the name of the person that received it.

• Initial Complaint

  Date:01/03/2025

  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.

  Shoes were not delivered and no proof of delivery was obtained. Package was lost by ***** who then washed their hands of the matter and told me to contact OnCloud which I did on Dec 2nd, 3rd and 7th by phone. I sent several emails in the weeks after. The tracking shows delivery to a storage locker. there are no storage lockers where I live, No photo was provided. OnCloud kept giving the same answer "We are investigating". No follow up was provided. I called again on 31st December. and received an email saying the investigation was complete, then they said they were going to investigate again, No resolution has been provided. **************** sends copied and pasted word salad emails that make no sense, Trustpilot shows this company has thousands of unresolved complaints.

• Initial Complaint

  Date:12/24/2024

  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 a set of sneakers to give as a gift for christmas on 12/7/24. The company provided an order tracker, but no tracking information that I know of. The online tracker they provided mentions that the order was delivered on 12/11/24 via ****** Although other packages were delivered on that day ( and following days) the package from this merchant never arrived. I sent a request to their automated customer service which said they would investigate with *****, again- not providing any tracking information that I could use ********* requested 7 days in order to investigate. When the 7 days had lapsed, I once again inquired, this time sending an email for a human response.According to the human representative, they confirmed this was delivered by ***** and refuse to (1) send a refund or (2) resend the item.This is a $115 expense for an item that never arrived and is completely nefarious and unacceptable- especially for a well known brand such as ON.I reviewed camera footage and found no instance of ***** dropping off this package at all.I have already disputed the charge with my bank as a result. However, I am shocked to see ONs response to this matter. I request a refund of my money, as Christmas is now two days away and it cant feasibly arrive on time now.

• Initial Complaint

  Date:12/23/2024

  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.

  Order was placed on 9/18/24. (R427246074 is the order number. Order arrived to ** a few days later. We started the return that same day as we just did not like the ************ were expensive. The order was shipped back to them using a provided ***** shipping label. Did not hear from them for weeks, contacted numerous times and was told each time that nothing could be done for us. And they claimed their warehouse didnt receive the items. Kept contacting, same thing each time. Somehow, the items were delivered back to us via ***** weeks later (November 7th, I believe). I immediately reached out to their customer service team again, informed, and they gave us another return label. I then shipped these items back to On Running that same day via *****. (Return tracking number: ************). This was then delivered back to them four days later, November 11th. I reached out to their customer service many different times as we still did not show a refund in a timely fashion. Finally, November 28th a refund was initiated to us for ONE of the TWO items that were on this order and both were returned exactly as shipped to us. We obviously reached out to their customer service agents right away and were informed that we should expect to see a refund for the other item returned within a few business days. A few days passed by, still no refund for the other item. Have contacted back many times since for us to be informed that they DID NOT RECEIVE the other item. This entire situation has been a nightmare. Dealing with the customer service team has been an awful experience. They are rude, unprofessional, and unwilling to resolve conflict. This matter needs resolved or else we will just escalate through our financial institution and then spread the word about how awful this company is regarding customer service. ********** is the order number. 9/18/24 was the original order date. We just want the remaining refund for the other item returned. That is all.