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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/23/2024

      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.
      The order has not been delivered via ***** and I asked the company to work with me on a re ship. They are unwilling and even blamed me for the delay because I chose Standard shipping. Upon order I was assured delivery before Christmas so I did choose Stamdard. They are the worst at customer service.

    • Initial Complaint

      Date:12/21/2024

      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 am filing a complaint against [**************************] regarding a missing item from my order, as well as the unsatisfactory customer service I have received in attempting to resolve the issue. Below are the details of my case:Order Number: R711726306 Delivery Date: Dec. 12 2024 I placed an order for two pairs of shoes. Upon delivery on [12/12/2024], I only received one pair of shoes, despite my order clearly showing two pairs. I immediately contacted ************************** customer service ********************** [**/13/2024], but after several attempts, I was informed verbally that the missing pair would not be replaced. However, I was assured that another department would investigate the matter and get back to me via email.On [12/21/2024], I received an email from ************************** stating that they would neither replace the missing item nor refund my money. I have attached the email chain, along with a photo of the product and box at the time of delivery, which clearly shows only one pair of shoes.Despite providing all requested information and supporting documentation, my issue has not been resolved. I am requesting a resolution in accordance with consumer protection laws, either in the form of a replacement for the missing item or a full refund for the undelivered pair.Please find attached the following supporting documents:Order Confirmation Email Correspondence Photos of the Delivered Package Tracking Information I am seeking assistance from the BBB to help resolve this matter and ensure that my consumer rights are upheld. I would appreciate your intervention in this matter and look forward to your guidance on how to proceed.Thank you for your attention to this issue. I hope for a prompt resolution.

    • Initial Complaint

      Date:12/17/2024

      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.
      On 10/13 I bought a pair of sneakers from ************************** for 160$. They fit me too big, so I started a return, and shipped them back to On, on 10/24. They were delivered to Ons warehouse on 10/28 ****** Tracking #************). Days went by, no update, a week went by, no update, two weeks went by, I contacted them, and they said our returns team still hasnt received them so I continued to wait. Every week after that I contacted On, and I got the same response every time. Ill contact the returns team and let you know as soon as I have an update. And absolutely nothing happens. Its now been 50 days since they were delivered. And I still havent been refunded. I basically was scammed, and I need your guys help please.

    • Initial Complaint

      Date:12/16/2024

      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.
      Process a return through the companys website and the products were lost or stolen. ***** said they will process a claim and refund the company so I can get my money back except the claims has to come through ON( the shipper) its been almost 3 months and these people refuse to help me. They promised ***** they would help me but I keep getting chastise like a child begging. One lady even hug up on me

    • Initial Complaint

      Date:12/16/2024

      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 ordered a $55 sports bra that says it was delivered by ***** on November 26th. When I go to click the proof of delivery photo, there is nothing there. I let the company know I never received the item and they told me they did a trace investigation and cannot refund or replace the item. They told me to deliver to a local ***** next time. Upon further research, it seems many customers have this issue. The companies customer service is awful and many people report similar issues but there is not a place on the website to share this.

    • Initial Complaint

      Date:12/15/2024

      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 Inc. has completely failed to address a major issue with my order (R185642990). I placed the order for a pair of shoes I had been looking forward to purchasing for a long time. My friends had highly recommended the brand, and when I saw the shoes on sale, I immediately made the purchase. However, this experience has turned into an absolute nightmare.According to the tracking information provided by *****, they claimed to attempt delivery on Saturday, 11/30, and Sunday, 12/01. Both of these claims are false. I was home the entire weekend and even spent Saturday at my daughters birthday party in the clubhouse of my apartment complex, which is located directly next to the package system and the buildings main entrance. At no point was any delivery attempt *************** then marked the package as delivered on Monday, 12/02. However, the facts contradict this claim:My apartment complex is equipped with a secure package system, available 24/7, and monitored by cameras.The package system shows no record of a delivery on 12/02.Building security cameras show no evidence of any ***** delivery attempt on that ****** leasing office confirmed that ***** did not deliver any package for me on that ********** did not provide a photo as proof of delivery, as required by their own delivery policies.I even contacted ***** directly, and they admitted via email that they could not locate the package and apologized for their mistake. Despite this, On has refused to take responsibility or offer a resolution. Their customer service representative insisted the package was delivered, without providing any supporting evidence or addressing the documented issues.Ive been left empty-handed, dismissed, and frustrated. I am requesting a full refund or reshipment of the shoes. If On is unwilling to resolve this issue, I will continue to share my experience publicly to ensure others are aware of their poor customer service and lack of accountability.

    • Initial Complaint

      Date:12/03/2024

      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.
      Dear *** or Madam I am in the ************** I bought my OC shoes from DICK'S Sporting Goods in ************, ** about 3 months ago, but the mesh part of the shoe was torn already. I paid $139.99+tax for this shoes. I have used 2 pairs in the past and nothing like this has happened. I called customer service but I couldn't get any help, they said I need to find my receipt of purchase. I called the ********************* where I bought it from but they said they couldn't help me because I paid cash. I want my shoes to be replaced with new ones.

      Customer Answer

      Date: 01/13/2025

      Please see attached. 

    • Initial Complaint

      Date:11/19/2024

      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.
      10/4/24 placed order with On-cloud 5, ***** *****, size 6 10/8/24 delivered left shoe/stretched/defective- immediately returned via fed ex within the hour of receiving them. 10/10/24 confirmation that On warehouse has received return. return policy states refund is made within 7-14 days of receiving return. 11/4/24-11/19/24 have made 2 online inquiries and 6 phone calls, 1 email 11/7/24 received email from On that refund is being processed. 11/14/24 responded to email stating that i have not received the refund. 11/19/24 made 8th-9th inquiry-still no refund, no response to email, and no new information on when refund may be processed.

    • Initial Complaint

      Date:11/14/2024

      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 ordered a pair of shoes 14 months ago from "On Cloud." They never even shipped the shoes, but they took my money. I have called them repeatedly- over and over and over again, and I have been told repeatedly that they would process the refund. But then, they never actually do it. I have tried and tried and tried to get my money back, but they will not actually give it back. The last time I called I asked to speak to a manager and was told they would call back within 24 hours. They never called me, and still to this day have not refunded my money. The customer service is absolutely abysmal, they literally stole money from me and will not rectify the situation, no matter how many employees' attention I bring it to. All I want is my money back. They owe me $160.49.

    • Initial Complaint

      Date:11/14/2024

      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.
      Hi there. I placed an order from ON on their website ****************************** in July and got the package on 1st Aug.After trying them out I eventually returned all the items 20 days later. The tracking shows delivered to their facility. And on 4th September their live agent said the process of checking was finished and refund would be issued within 2 weeks. I had been patient and understanding all the time.But after such a long wait, their finance department said no ON items were received and refused to refund me.Can BBB team give me some suggestions on how to solve the problem?

    On Running is NOT a BBB Accredited Business.

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