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 fromJack C

  Date: 06/04/2025

  1 star
  I had an issue with a pair of $220 boots developing a strong odor after only wearing them 2 times. I reached out to customer support and was not offered a meaningful resolution. I was initially told I could return the boots but when I said I wanted to keep them and sought a partial refund and odor fighting inserts I was told that would not b possible. The company offered to give me a one time 20% discount on an order up to $500. So they would not resolve my issue but tried to get me to spend more money on their products. Stick to a different brand.

• Review fromDarrell L

  Date: 04/14/2025

  1 star
  This is the worst company ever! Don't buy anything from this company. ******** customer service. Cheap sneakers. Not worth half of what they cost.

• 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 fromVicky L

  Date: 12/13/2024

  1 star
  The ON customer service is a joke. They cant direct you to anything no management to talk to just EMAIL to the expect team. Just a disaster. Never never order from them again.

• Review fromLeon R

  Date: 11/26/2024

  1 star
  I was an advocate of the company's sneakers. I never ordered directly from a sneaker company before, and unfortunately, the sneakers I got have a defect in that there is a clicking feeling and noise in one of the shoes and the company is unwilling to help me out in any way. they just stand to their policy and leave customers with defective shoes. Instead of offerring a credit, they want me to sell back my $170 shoes to them for up to $30 in credit. What a ****. What SCUMMY people run the customer service ****************************. I get more and more upset thinking about this situation. They keep calling my issue a squeak. ITS A FAULT. There is a physical feel of a break in the shoes and I hear it.

• 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 fromDixie G

  Date: 09/26/2024

  1 star
  Went a whole month wondering when my order would ship. They then stated that they could not fulfill and were cancelling the order. I took them 3 months to cancel. It took days and even over a week to get a response to my multiple inquires. I was then told they would send me a 30% off coupon for my trouble. I never received that. I was going to give them the benefit of the doubt and again reached out for the discount. In this process I have been told they would get back to me same day but no word. They have lost another customer.

• 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.