Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Better Business Bureau®
For Businesses
Share
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

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.

    Please enter a valid location.

    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:11/14/2024

      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.
      Hi BBB Team. I placed an order from ON-RUNNING on website ****************************** in Aug. and returned all the items on 21st Aug. 6 days after I received the items. The tracking shows delivered but on 23rd ON suddenly changed their tone saying no package was received thus no refund for without ant proof. Can BBB team help with this matter and kindly advise what I should do next?

    • Initial Complaint

      Date:11/13/2024

      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.
      Hi BBB Team. I placed an order from ON-RUNNING on website ****************************** on 27th Aug and returned all the items on 16th Sep. The tracking shows the items were delivered on 25th Sep. **** confirm that the package was received in Oct but then their return department said no ON items were received and refused to refund me without ant proof. Can BBB team help with this matter and kindly advise what I should do next?

    • Initial Complaint

      Date:11/05/2024

      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.
      Good Day!!We ordered a pair of shoes from On-Running amounting to $380++ last October 14. They shipped with *****. They said it was delivered on October 17 but we never received anything on that day. Our neighbors had missing items on that same week so we presumed we have been pirate porched. Anyways, the point is we didn't get the items that we bought. We tried to reach them for multiple times, multiple emails and they say they wont send a refund. We demand a REFUND for the goods that we didnt receive. They should have asked for ***** to let us sign if we received anything. Nobody should leave a $400 worth of goods on the porch. Hence, I am requesting that On Running will give us a refund or send another pair of shoes at least we get what we paid for. Thanks!

    • Initial Complaint

      Date:11/01/2024

      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.
      I purchased on cloud shoes in July 2024 and received them on 07/13. I began wearing them in August and they started squeaking every time I wear them in Mid-October. These shoes are advertised as "designed to provide durability and support for various activities" - however, these shoes are proven not to be durable since they are no longer working well 90 days in. In essence, they are doing false advertisement. On Cloud is aware that squeaking is happening but they refuse to replace them or refund the shoes.

    • Initial Complaint

      Date:10/30/2024

      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 returned items to ON Cloud running (R285759974) with the ***** Tracking number ************ on September 25th 2024. The tracking shows that it was received September 30th. We have yet to receive a refund for the total of 950 dollars or any kind of resolution. I have attempted to contact their customer service multiple times and I have been told various different things including : the return was processed but has not been released from accounting, the return has not been processed at the warehouse, and others telling me they have no idea the status of the return. Two weeks ago I was advised by a representative that ON had a policy to process items in 14 days and then 2-5 business days for the funds to appear credited back and that I should be receiving the funds that week. I still have yet to receive the refund. I contacted them again yesterday and I was told that the items have not been processed and there is no way to know when they will be. I do not think it is acceptable for a company to withhold funds for over a month, especially when their policy promises otherwise. Every time I call I request a supervisor, but I am constantly told they are busy and will call me back - in which I never receive a call back. Today I attempted to reach back out today to get in contact with a supervisor only to discover that my phone number had been BLOCKED and it would not allow me to dial out. I dialed off of another number 3 times and each time the representative realized it was me calling I was hung up on. I need a refund for my items and I need some explanation and apology as to why it is taking so long and why I am being treated this way. I expected more from this company, but their customer service needs some serious realignment.

    • Initial Complaint

      Date:10/23/2024

      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.
      Date of transaction: August 31, 2024 Item purchased: A sneaker (Cloudvista Men Glacier/Black US9.5)On September 7th, I returned this pair of sneakers from On Running since the size was too mall, and on September 11th, I received an email from On Running confirming that the returned item had been received and that a refund would be processed within 14 business days. The order details are listed as follows:Order number: #R426216905 Return tracking number: ************ (*****)However, after 14 days with no refund, I reached out to follow up, and to my great shock, I was told that they have not received the return, which is completely contradictory to their earlier confirmation. After communicating with On Running, they changed their story, saying that they did receive my return, but the sneakers were not included.The fact is that I do include the sneakers when I send out the return. Since this was just a normal return, I had no reason to videotape the entire process of my return, so I was unable to provide more evidence as On Running requested. I have only taken photos of me dropping off my package at ***** for reference. In addition, ***** tracking details can show the weight of my returned package (5lbs), which side by side proves that I did return the sneakers. On Running claimed that they didn't receive my return while failing to notify me about the situation during the whole return process (within 14 business days as they have promised), and didn't investigate until I proactively inquired about the refund, and changed their story for several times. They refused to provide proof that the package they received did not include the running shoes when I asked them to do so. Because the return package had already been sent, I was in a weak position to provide evidence to get back my refund. On not only did not assist in providing evidence, but also shifted blame, was slow to respond, and refused to assist me in getting back my refund.

    • Initial Complaint

      Date:10/22/2024

      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 returned my order R633299068 two weeks ago with ***** tracking number ************ two weeks ago. I received an e-mail saying merchant have received my return on Oct 7/2024. However, they are denying my refund because they later claim they have not received the parcel back eventhough they send me the received confirmation e-mail.

    • Initial Complaint

      Date:10/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 sneakers and they basically fell apart. At the first trail or hike they broke. Especially for an expensive sneaker that touts itself as a hiking shoe

      Customer Answer

      Date: 11/05/2024

      Thank you for your email. I wanted to follow up and say that the company reached out personally and corrected the situation. They replaced the sneakers and apologized for their mishandling of the situation. 

    • Initial Complaint

      Date:10/02/2024

      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 purchased a pair of Cloudgo running shoes in April, 2024. After a few months of infrequent wear, the left shoe began squeaking when walking. The noise occurs on any surface and in any condition. I submitted a warranty claim to On and also called for support. The representative I spoke to on the phone said the warranty claim should be approved based on my explanation. However, when I submitted the claim, the warranty department denied the claim. I asked for a supervisor to speak to and was told that I would receive a call within 24 hours but that did not happen. I would like for the shoes to be replaced as was confirmed by the customer service representative to whom I spoke on the phone.

    • Initial Complaint

      Date:10/01/2024

      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 Sept 13th, I ordered a pair of Black Cloudgo Size 10 W sneakers for my husband.On Tues., Sept 17 we received our package from On with a completely different pair of shoes. Not only were they the wrong size they were the wrong color and the wrong kind( picture attached of grey/white shoes). Immediately got on phone with customer service and was told I had to return them that an exchange could not be made. I took them to ***** with the return code given me on that same Tues and they were received by company on Thurs 9/19 Going back to the 17th, I spoke with Supervisor Reymart who ensured me my refund was being processed that ********* is the 24th and I was told my order had to be scanned at the warehouse and it would take 7-14 business days to receive my refund. I was only trying to get an exchange of shoes and now 11 days later they have the wrong order they sent me and my money. I want compensation for the inconvenience this has caused my husband, not me. He is an amputee and this is the only shoe he is able to walk in with his prosthetic.

    On Running is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.