Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/29/2024

  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.

  On Warranty Claim [ thread::5PiyN6sDAXeGaFMi6wRj1To I've been talking to your people online but they have been no help. They sent me back to the store fit2run in **********. The store sends me back to you. Please see the photos the shoes are obviously defective. More photos already sent to your team

• Initial Complaint

  Date:09/26/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 shoes on Aug. 19th with this company online and paid an extra $15 for faster shipment. was told I would receive Friday 23rd on site at end of purchase, I received email on 20th stating shoes were processed and waiting for carrier. on Friday 23rd received a email stating a delay shipping company and sorry for the inconvenience and would be delivered on the 26th and as I flew out of country on the 22nd(for 3 weeks) that was too late as I bought the shoes for this trip. I contacted the company told them to cancel order as i needed them sooner paid extra for shipping and 23rd would not work, they said the would request carrier to bring them back and issue a FULL refund for the inconvenience. well the shoes were still delivered to my house, after I returned home I had to ship them back and was told a FULL refund ($187.69) but now they only want to pay $****** and said they will not pay the $15 for faster shipment even though they were not delivered on said date due to issues out of my control. So i paid $187.69 and they are only paying ****** and I am out the other $15.00 and I want my full amount as I was told the 23rd for delivery.

• Initial Complaint

  Date:09/18/2024

  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 bought this pair of shoes on 7/3/24. They arrived a week later. I didnt start using the shoes until August, I have used the shoes for less than 30 miles and they looked as if I have them for over a year. I opened a warranty claim because for the amount of money that I paid and the usage of the shoes, I'd expect them to last longer. I got an email stating that the request doesnt fall under warranty and it's wear and tear.

• Initial Complaint

  Date:09/16/2024

  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 purchased a pair of shoes from ON-RUNNING on 09-05-24 and paid for expedited shipping via FED-EX to have delivered to the **************** in ******* **********. FED-EX posted the package as being delivered on 09-09-24 @1:37pm. I arrived at the hotel @ 10:05 pm after work and the front desk receptionist by the name of ***** ******* indicated to me no package had been logged in and this package was not delivered to this location. On 09-10-24 I opened a case with FED-EX in which I spoke to a representative by the name of Connie. She was as helpful as she could be and made several efforts such as sending her courier to try and retrieve package and check neighboring hotels. On 9-11-24 Connie ******** Called me and indicated she had bad news and the package had in fact been delivered to another location and the courier was on camera misdelivering my package to another location. I was asked to get a hold of the vendor of which I did immediately and was told they would work with FED-EX to either resend the shoes or offer me a refund. After two emails with a representative by the name of *** from ON-RUNNING, he has determined my package was successfully delivered and I would not be receiving a refund nor the shoes I purchased and that was his final review. In fact he sent me a picture from the ***-EX website of the delivery picture which is clearly not the hotel I stayed and and a delivered status. I called FED-EX and asked if they would change the status to not delivered and they asked I contact the seller and tell the seller to file a claim. I have done this since 09-13-24 and have been unsuccessful in my attempts. I just want my $165 dollars back in which I feel I am entitled to considering I did not receive my package. I have also involved my bank in which am hoping will come up with a solution. Below I will put claim #'s and tracking info. ON-RUNNING order #R638670920 FED-EX case # C-161981076 TRACKING # ************ PLEASE HELP ME!!!!!

• Initial Complaint

  Date:09/10/2024

  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.

  I ordered two pairs of sneakers, the total was $200. Saturday sept 7 the package was finally delivered. When i open the box there was only one pair of sneakers in the box. I had to wait until Monday to call customer service. They said i would get an email response within three days. I received an email response today telling me the package was delivered and the case is closed. There is no refund and they will not replace the missing item. So now i have no shoes and I'm out of $100.

  Customer Answer

  Date: 09/11/2024

  Yesterday i was promised i would receive a call from a supervisor before 6pm central time, never received a call. I called them again this morning and still nothing. I received an email stating that because the package was delivered they will not refund or replace. I told them i did in fact receive the package, however only one pair of sneakers were in the box. They are stating that because fed ex marked it delivered the case is closed and I'm out $100. I wouldn't be freaking out if i had the actual shoes that cost me $100.

   

• Initial Complaint

  Date:09/07/2024

  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 purchased these shoes for my mom for Mothers Day 2024 she didnt wear the the shoe until the end of May for the 1st time. Shes a 150lbs and 70 yrs of age, she didnt run, Exercise or walk as a part of fitness in these shoes. They were worn about 12 time to a church picnic and to the mall. These shoes didnt stand up to the hype the sole support has gone bad and the toes are curled up. I was told by the company this normal wear and tear and they can not do anything about it. So these only lasted 2-3 months and they feel that this normal. This pair of shoes clear missed the Quality control ***** She has a pair of Nikes that I purchased for her 4 years ago and they have stood up to the name, quality and performance and she has exercise walked on tracks walked through multiple airports walked in marathons and they still are in good condition.Something needs to be done because, Ive paid to much money for theses shoes to only last 2-3 months. And not just a 20% off coupon for a new pair and calling a partial refund.

• Initial Complaint

  Date:09/01/2024

  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 have purchased many On shoes, but this summer I purchased 3 pair. I am marathon training currently, and my feet have been very uncomfortable in my On ******** feel have swollen, bruised, have blisters, and I have attached pictures of my feet after running in my blister free socks and newest On shoes.I have contacted the store at point of purchase. I would like to wear On shoes but not if my feet are going to continue to swell.

• Initial Complaint

  Date:08/29/2024

  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 am from ***** and ordered a shoe from OnRunning on January 16, 2024. I had it shipped to my friend in Washington and paid extra for expedited shipping so she could receive it before returning to ******On January 19, 2024, I received a message stating that the shipment was delayed. Consequently, my friend did not receive the package on time and left before it arrived.I contacted the company multiple times via email and by asking a friend living in the state to help find a solution. Unfortunately, OnRunning refused to take responsibility, claiming the package was delivered on their end. I even contacted the hotel where my friend was staying, which offered to ship the package if provided with a shipping label. When I requested a label from OnRunning, they refused.Considering I paid extra for expedited shipping, which I did not receive, it is only fair that OnRunning should be responsible for resolving this issue. Their customer service has been extremely **********************************, asking me to contact the shipping company instead of taking ownership of the problem. I have had no direct dealings with the shipping company as I ordered and paid through OnRunning's website.Living outside the **, coordinating with my friend and dealing with this issue has been incredibly difficult. By the time we attempted to arrange shipping through the hotel, the package could no longer be found and was likely returned.Now that I am in the **, I contacted OnRunning customer service again. The first ***** opened a case and promised to send an email with a resolution, either a replacement or store credit. I have not received anything, and when I called back, the ***** was rude and dismissive. They claimed the order was six months old and questioned why I was contacting them now. This ***** completely disregarded the challenges I faced living abroad and communicating about this issue, despite my providing previous emails documenting the case.And I just received a nothing we can do email.

• Initial Complaint

  Date:08/24/2024

  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 placed an order on Aug 07, and the product hasn't been shipped. The estimated delivery showing was Aug 09, but the order hasn't been shipped yet. Order number R474155902 **************** is a bot "chat" automated. It will not cancel my order since it passed more than 60 minutes (yes, it passed weeks and it wasn't shipped yet). The chat bot only gve me the option to "return" But I can't return what I haven't received!

• Initial Complaint

  Date:08/23/2024

  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 made a purchase(R450357662) of a pair of sneakers on the ON Running website on July 24th, and ***** claims they delivered it by July 31st. I was not in the ****** at that time so when I arrived on August 9th, I looked for the package but couldn't find it. I checked *****'s proof of delivery (dated August 9ththis information is important) and noticed that there is no delivery address; there is no signature; and it was received by someone named "****************" but there's no ****** in the building. I opened a missing package request with ***** (case #*********). They responded by saying they had delivered the package and advised me to check with the shipper (ON). I contacted ON, and they said ***** had delivered the package and they could not assist further. They recommended that I "should have had deliveries sent to a ***** Store in the future". Well, if ON, the responsible party for my purchase, offered home delivery, they should be accountable for it. If they believe home delivery is unsafe, they should not allow ***** to deliver to home addresses and should only offer store pickup as an option. I informed ON Running again that there was no ****** in the building and that there was no proof of ***** delivering to the correct location, as the original proof of delivery had no address. ON Running then replied sharing a new proof of delivery that included the address and a "signature" (which is just a line). However, this "new" proof of delivery was issued by ***** on August 22nd. It is evident that ***** created a new document with the information they wanted to include, as the original proof of delivery did not have an address or signature. ON maintains that this is their final decision cause they are relying on *****'s documentation instead of costumer word. I have lost $161 and the shipper is not taking any action to refund me for a product I never received and is providing me with misleading documents claiming ***** made the delivery to the correct location.