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 fromBeckie N

  Date: 02/10/2024

  1 star
  I ordered a pair of on clouds (sale item) on January 12th. I received an email on February 3rd, to tell me my item was out of stock. I contacted on cloud several times, never received a answer as to why it took 3 weeks to tell me the item was not available. The shoes were ordered as a Birthday present for the 27th, I showed a picture of the shoes on his Birthday and told him they were on the way. So when I was told a week later they weren't coming, I was upset.Some of the absolute worst customer service I have ever experienced. The only thing they offered was a discount off of my next order. I have ordered 8 pairs since October of 22, so much for customer loyalty.

• Review fromBarb O

  Date: 02/09/2024

  1 star
  Working with and purchasing from dozens of brands, I have not had such a horrific experience with any other brand.It's not my intention to damage anyone's livelihood, but no other customer should go through this.This complaint can last pages, but I will try to save you some time.From the shipping delay, repetitive miscommunication, and any other aspect of this purchase, it has been a dreadful experience.For a company like On Holding to have this kind of customer service is surprising to see.I understand and respect that it might make sense for the business to outsource the CX overseas, but, this is unacceptable.Here's the flow:1. Wrong order delivery estimation.2. Refusal to cancel the order after seeing that the order will be terribly late (not shipped yet).3. Further shipping delay.4. Order gets lost (says delivered, with no communication) and customer service refuses to believe asking me to go around the building to see if it is there.5. **************** is not even aware of which shipping provider was used.6. Continous refusal to refund (where I have to wait for the grace ****** for the chargeback).7. Order magically gets found in the shipping provider's office and gets sent back to the brand.8. Return has already been received. Still no communication, no updates, or guidance on what to expect.Then, I receive a survey about how my interaction was? It sounds like they have the automation and outsourced customer service ready, with zero management.Ridiculous experience altogether.

• Review fromMichelle W

  Date: 02/03/2024

  1 star
  AMEN to ALL the other reviews!!! I ordered my daughter a pair of shoes for Christmas, but we had to return for an exchange. They do not send any kind of confirmation that the shoes were received back at the warehouse. I had to call two weeks later to see if they were received. They verified they were received but said there was a delay at the warehouse in processing the shoes for exchange. I called a week later, and they said the exact same thing. I then said I wanted a refund instead. They said they could do that and it should be refunded the next week. I still haven't heard anything and that was two weeks ago. I called today and same story. This is the epitome of getting the "run around". I have a feeling I will never get my refund. Also, with this kind of treatment, they won't be in business too much longer. I will never buy from them again, online OR in store. I am going to try disputing the charge with my credit card company next. Hopefully that will work.

• Review fromWENDY H

  Date: 02/02/2024

  1 star
  i ordered shoes but they cancelled order because shoes were out of stock but will not refund me

• Review fromJordana S

  Date: 02/01/2024

  1 star
  Horrifyingly bad customer service. Ordered 2 pairs of shoes. They canceled the first because they ran out of inventory. The second order was placed *************************** the warehouse (or maybe its not because they dont even have the product that they sold mebut gladly took my money for). Have spoken with two different customer service reps that promise to get back to me and never do. Now they have my money, I have no shoes and will have to put out more money to buy shoes elsewhere for an upcoming trip while I fight for a refund. This is the WORST company. Its a wonder that they are still allowed to do business with the deplorable comments that Im seeing here and on their socials. On should be embarrassed.

• Review fromDonna S

  Date: 01/30/2024

  1 star
  I'd give zero starts if I could. I have ordered about $1400 worth of shoes from their website for about 10 shoes. I kept 2 pairs and returned the rest. I waited weeks for my refund. Called over 50 times. Every time the customer service agent starts by making some stupid excuse about why the refund has not been issued, sending me an email and saying that I should expect the refund in 204 business days. I kept waiting and nothing. My credit card started charging me for interest.At some point, they stopped responding to my emails. I'd receive a stupid apology email every two weeks - but not my money. I ended up disputing the charge. Absolutely horrible experience. Extremely frustrated with this company. DO NOT order from their website, get their shoe in-store if you like their product.

• Review fromStefano P

  Date: 01/25/2024

  1 star
  Not worth it. Products might look beautiful, last long and perform above average but if the company cannot support at the same level of the product that they sell it's a no go.

• Review fromSteven H

  Date: 01/21/2024

  1 star
  Never shipped the shipped the shoes. 12 days later they canceled without notifying me. Waiting for refund even though they never shipped.

• Review fromLulu Y

  Date: 01/16/2024

  1 star
  Ordered a pair of shoes from them, was given an estimated delivery date. When the order was not delivered, I contacted On. I was told the order will be shipped no later than the next day. The next day came, no shipping. Contacted ON again, was told item is running low, wait 2 days for a respond. When I asked to cancel the order- it was rejected. What kind of business this is?

• Review fromCortney T

  Date: 01/13/2024

  1 star
  Be very careful if you decide to do business with OnCloud-Running online. 1) Dont accidentally mistype your email address when creating an account. You cant change it and neither will they. Therefore you will not get their email correspondence. 2) be prepared to wait up to 2 weeks for a refund once they receive your item back to their warehouse (so that could be 3 weeks with ship time). 3) if you change your mind once you place an order their Cancel order button does not work. And if you call right away before the order has even been prepared for shipment the agent will not contact the warehouse. The order has to be shipped out and returned back to the warehouse therefore taking order preparation time, and ship time from/to warehouse before a refund/exchange can be made. Note time it takes for warehouse to initiate refund above (up to 14 days or more). 4) be VERY careful using a single use promo code provided by OnCloud bc if you use that promo code on an order you return you cannot use that same promo code again and they will not issue a new one to place the new order. Therefore your promo code is flushed down the toilet. This particular code wasted was from another order that got messed up and arrived late. The promo code was for 30% so not being able to use it on a new order was extremely frustrating so I decided not to place a new order at all. 5) the customer service agents will not let you speak to a higher up as they call them in the event of the agent consistently repeating themselves but not actually resolving anything. They will placate you and agree with why youre frustrated but nothing gets fixed.It has been my experience with just 2 orders that I will not be shopping with the company again. This has NOT been happiness delivered in the least. Although I love the pair of OnCloud shoes I purchased from a different store (and hoped to try a pair of pants and another pair of shoes) ordering directly from them has been absolutely terrible!