Reviews

This profile includes reviews 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

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  On Running

  529 NW 23rd Ave Portland, OR 97210

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  On-Running

  Morrow, GA 30260

Review Details

• Review fromMatt M

  Date: 02/28/2025

  1 star
  A joke of a company. Wont honor a promo out of good faith because someone internally made a mistake. Wont be shopping with them ever again.

• Review fromMegan S

  Date: 02/11/2025

  1 star
  The worst customer service experience I have ever had. My package simply never arrived. I submitted a claim to both the shipper and the carrier. Two days later the carrier updated their system to show it delivered on the original delivery date. I checked with neighbors to do my due diligence. Then I reached out to On customer service and they refused to do anything. They didn't take care of their customer at all. They sent an email saying, sorry, next time have it left at the carrier location. That was it. I paid for a product I NEVER RECEIVED. The sad part, I was a big pan of their product previously. I will never buy from them again. I will also share this experience with every runner I speak to.

• Review fromJessie G

  Date: 12/20/2024

  1 star
  The absolute worst customer service experience of my life. I ordered and paid for two pairs of shoes for Christmas. I received the package and only one pair of shoes were in there and the other box was missing. I have called into customer service six times over the course of a week only for them to not understand, be rude, or ensure that the package would be shipped before Christmas But then I never received the email. I just called in and they still have no resolution. This is an absolute scam. I paid for product that I never received. You cannot speak to a supervisor. They are not helpful whatsoever. They just keep telling me they have to investigate and I am ready to leave reviews all over the Internet about how awful this company operates. Do not buy from them.

• Review fromSarah B

  Date: 11/24/2024

  1 star
  I purchased On Cloud running shoes for my son who was starting cross country. Within 3 runs, one of the shoes was coming apart at the toe. We took photos, and filed on the website. We followed all the protocols. We received a return email thanking us for our claim and a statement that we would hear from them within 20 days. It as been 2+ months and no response. I have already emailed them one additional time after 40 days. I am highly distressed that the warranty department lies to its customers. My review is NO STARS! I ************************ put *********************** star because that is the only way my review would be placed online.

• Review fromJoanna J

  Date: 09/13/2024

  1 star
  Ive been a loyal On Cloud customer for 7 years, consistently purchasing the same style of sneakers year after year. Unfortunately, my most recent experience has been extremely disappointing, and its left me questioning the companys commitment to quality and customer service.I received a pair of shoes with what I believe is a clear manufacturer defectthe fit was uncomfortably tight, unlike any of the previous pairs Ive purchased. This wasnt a minor issue, but a significant deviation from the standard Ive come to expect. When I reached out to On Clouds customer service for a return or exchange, I was met with refusal. They completely dismissed the possibility of a manufacturing issue and declined to offer any assistance or resolution.After seven years of loyalty, this lack of support and disregard for product integrity is frustrating and disheartening. Its clear that On Cloud no longer stands behind the quality of their products or values long-time customers. Ive never experienced anything like this with my past purchases, and this refusal to acknowledge an obvious defect is unacceptable.I can no longer recommend On Cloud to others, and I will be switching to brands that prioritize both product quality and customer satisfaction, like Hoka, New Balance, or ******. On Clouds failure to address this issue has cost them a loyal customer.

• Review fromErica H

  Date: 09/08/2024

  1 star
  This company is a joke. I ordered some shoes from them. They charged my card and I waited for a shipping notice. Not only have I not received a shipping notice, my order hasnt even been processed. I called to figure out what was going on and they say they are low in stock so I ask for a refund or to change to a different style of shoe. They say they cant do that. Its been almost a month and my order still hasnt been processed. After talking with other people on their fb and instagram page, it sounds like this is a regular occurrence and many people are out hundreds of dollars and never did receive their shoes. How are they continuing to get away with this?

• Review fromSean J

  Date: 08/15/2024

  1 star
  The shoes I purchased are defective and customer service is too. They're rude, hang up on you and are useless. I was told to put newspaper in the shoes because they're squeaking. The shoes never got wet, they're just defective. Every time I walk it sounds like a chew toy. How is there no one to speak to that works directly for the company? All outsourced representatives that say they have no way of contacting the anyone directly.

• Review fromJayme P

  Date: 07/27/2024

  1 star
  Horrible first experience. I bought a pair of On Clouds for the first time and they sent them to me damaged. The customer service representative said theyd look over my complaint and get back to me in two business days. I heard nothing so I called in and the representative over the phone was rude. I offered to send him photos of the shoes that has time/date stamp and he refused. He also told me I could no return or exchange in store. I will never buy from this company again. Poor customer service.

• Review fromChris R

  Date: 07/23/2024

  1 star
  I placed two separate orders on 7/22/24 through their website and paid $15 per order for expedited shipping as it said EXPECTED ARRIVAL BY 7/25. Today (less than 24 hrs later) it says expected by 7/27 which will be after leaving town. As soon as I saw this, I reached out to On to confirm delivery time and to cancel my order if needed. They said there is no way to cancel it even though the order hasnt been fully processed and that I would have to wait and return them, ultimately, losing the $30 paid on expedited shipping. The customer service person directly stated, I know it says it will be delivered on the next day on the website, but the processed at the warehouse usually takes 1-2 days. Once the carrier has your package. Your expedited shipping will activate. Admitting they know that the website gives inaccurate dates but that they then continue to take your money for expedited shipping!! Ridiculous and I wont ever order from them again.

• Review fromMike L

  Date: 07/18/2024

  1 star
  Ordered on 7/2 they cancelled my order without notifying me due to not having the item mistakes happen I get it. Reorder on 7/4 and add a second pair in case the first doesn't fit right. I have been waiting for them to ship since and my estimated delivery time is now past. Reached out to customer support multiple times about this and they claim it's still processing. Then they cancel a shoe on my order anyway due to no stock again, but still hold my money hostage. Scam and need to be fined for fraud and false advertising.