The fabric started to dissolve after less then two months, the customer care stated that is 'normal' wearoff. Unacceptable at this price point. This is clearly a matter of warranty, since the material is not fit to be used as shoe fabric. I sent several more emails and letters none of which where responded to. Seems like the only option will be calling a lawyer making a warranty claim. Very unprofessional customer support.
The fabric started to dissolve after less then two months, the customer care stated that is 'normal' wearoff. Unacceptable at this price point. This is clearly a matter of warranty, since the material is not fit to be used as shoe fabric. I sent several more emails and letters none of which where responded to. Seems like the only option will be calling a lawyer making a warranty claim. Very unprofessional customer support.
Purchased these On Cloud Hyper shoes from their website directly. Used them 3 times and noticed a little spec beside the QC emblem on the front of the shoe. Took a clean white towel and wiped the area in attempt to remove the smudge. In the process the QC emblem just broke down and smeared across the shoe causing a perfectly clean white shoe to look like crap and the QC emblem almost disappeared. I contacted On Cloud with the pictures and they told me it wasn’t a manufacturers defect. lol. An emblem they put on a $250 shoe just disintegrates with water and it’s not a manufacturing process. To add insult they only offered me a 20% discount on new shoes. lol. Why would I buy any more of these terribly made shoes, giving them more money? Be warned. On Cloud products are overpriced and manufactured terribly. To add they have zero respect for a customers happiness despite signing off their emails as the ‘happiness deliverers’. What a joke On Cloud is. And from what I’ve read on some of the other reviews their shoes aren’t quality. On Cloud is a scam.And there response to this will most likely be:‘ Thank you for sharing your experience. We’re very sorry to hear about the issues you’ve had and understand how frustrating this must be.’Then they’ll add some excuses that they looked into the warranty and confirmed it wasn’t a manufacturer defect. Hey On Cloud! Your substitute material you used to apply the QC marking on your shoe dissolved in water causing the black material that should be made of thermoplastic polyurethane bled into the brand new white material of the shoe. Obviously a manufacturer defect because YOU chose the product. If you’re reading this don’t bother responding with your cookie cutter sentences. It’s obvious you are not the ‘happiness deliverer’ you claim to be in your emails.
Purchased these On Cloud Hyper shoes from their website directly. Used them 3 times and noticed a little spec beside the QC emblem on the front of the shoe. Took a clean white towel and wiped the area in attempt to remove the smudge. In the process the QC emblem just broke down and smeared across the shoe causing a perfectly clean white shoe to look like crap and the QC emblem almost disappeared. I contacted On Cloud with the pictures and they told me it wasn’t a manufacturers defect. lol. An emblem they put on a $250 shoe just disintegrates with water and it’s not a manufacturing process. To add insult they only offered me a 20% discount on new shoes. lol. Why would I buy any more of these terribly made shoes, giving them more money? Be warned. On Cloud products are overpriced and manufactured terribly. To add they have zero respect for a customers happiness despite signing off their emails as the ‘happiness deliverers’. What a joke On Cloud is. And from what I’ve read on some of the other reviews their shoes aren’t quality. On Cloud is a scam.And there response to this will most likely be:‘ Thank you for sharing your experience. We’re very sorry to hear about the issues you’ve had and understand how frustrating this must be.’Then they’ll add some excuses that they looked into the warranty and confirmed it wasn’t a manufacturer defect. Hey On Cloud! Your substitute material you used to apply the QC marking on your shoe dissolved in water causing the black material that should be made of thermoplastic polyurethane bled into the brand new white material of the shoe. Obviously a manufacturer defect because YOU chose the product. If you’re reading this don’t bother responding with your cookie cutter sentences. It’s obvious you are not the ‘happiness deliverer’ you claim to be in your emails.
Terrible service buying online. Bought a pair and they were big as I sized up so sent for exchange, the return pair was not delivered by Royal Mail (another awful company!). Was told to chase up Royal Mail (had to wait hour and half for no resolution)and now been on with On over 5 times via chat and phone and been told I will not have to complete a missing parcel form. Over 1 month since the initial purchase.One good thing is if you call the customer service number, not advertised well but can find via Google then there isn't wait to get on, unlike Royal Mail which was over an hour to get nowhere.If you want their trainers just get from a store, the online service is shocking.EDIT: I got through to someone and they resolved the issue very quickly and gave a full refund. It was actually Royal Mail at fault, still knocking down a couple of stars as the phone number isn't easily accessible and they made me chase Royal Mail when I think they should do this. However, you get through straight away on the customer service line which is miracle now a days, it was so quick I thought I was speaking to a AI bot, so extra points for that.
Terrible service buying online. Bought a pair and they were big as I sized up so sent for exchange, the return pair was not delivered by Royal Mail (another awful company!). Was told to chase up Royal Mail (had to wait hour and half for no resolution)and now been on with On over 5 times via chat and phone and been told I will not have to complete a missing parcel form. Over 1 month since the initial purchase.One good thing is if you call the customer service number, not advertised well but can find via Google then there isn't wait to get on, unlike Royal Mail which was over an hour to get nowhere.If you want their trainers just get from a store, the online service is shocking.EDIT: I got through to someone and they resolved the issue very quickly and gave a full refund. It was actually Royal Mail at fault, still knocking down a couple of stars as the phone number isn't easily accessible and they made me chase Royal Mail when I think they should do this. However, you get through straight away on the customer service line which is miracle now a days, it was so quick I thought I was speaking to a AI bot, so extra points for that.
Absolute shambolic Can't write a review on their website. So opted for trust pilot.Shoe are very nice but Customer service is way below standard.2nd time return has to be claimed back by credit card as refund is not processed after 2 months 😑
Absolute shambolic Can't write a review on their website. So opted for trust pilot.Shoe are very nice but Customer service is way below standard.2nd time return has to be claimed back by credit card as refund is not processed after 2 months 😑
The worst customer service on the world. Spent lots of money with them and just computer says no. Will NEVER buy from them again.
The worst customer service on the world. Spent lots of money with them and just computer says no. Will NEVER buy from them again.
I placed two separate orders with On Running on 10 January and 12 January. Both orders arrived promptly in two separate packages; however, items were missing from each order.I contacted customer support via the online chat, which led to an email exchange. I was asked to provide additional details and complete declaration forms confirming the missing items. I was later informed that a refund would be issued for the missing items from one of the orders, pending processing.I then followed up multiple times regarding the second order, but received no response for several weeks.As a result, I restarted the process, referencing the second missing order. At this point, I received an email stating that I had made too many refund requests in a short period of time and that they would no longer accept or respond to further correspondence.This has left me with over £750 worth of missing items and no resolution. Had the case been properly reviewed with their logistics or inventory team, it should have been straightforward to verify the issue and resolve it appropriately.While the products themselves are good, my experience with customer service has been extremely disappointing. I would advise others to be cautious should they encounter any issues with their orders.
I placed two separate orders with On Running on 10 January and 12 January. Both orders arrived promptly in two separate packages; however, items were missing from each order.I contacted customer support via the online chat, which led to an email exchange. I was asked to provide additional details and complete declaration forms confirming the missing items. I was later informed that a refund would be issued for the missing items from one of the orders, pending processing.I then followed up multiple times regarding the second order, but received no response for several weeks.As a result, I restarted the process, referencing the second missing order. At this point, I received an email stating that I had made too many refund requests in a short period of time and that they would no longer accept or respond to further correspondence.This has left me with over £750 worth of missing items and no resolution. Had the case been properly reviewed with their logistics or inventory team, it should have been straightforward to verify the issue and resolve it appropriately.While the products themselves are good, my experience with customer service has been extremely disappointing. I would advise others to be cautious should they encounter any issues with their orders.
I owned two pairs of the On Cloudmonster and both developed holes in the upper and heel in the exact same areas in under two years of normal use. Identical failure across two pairs clearly indicates a material or design weakness, not normal wear.I also developed plantar fasciitis due to the bouncing effect, which felt unstable rather than supportive.My warranty claim was rejected with the explanation that the shoes had “lived a full life,” and I was offered only a 20% discount instead of a refund or credit.For a premium and pricey brand, I expected far better durability and accountability. I’ve worn ASICS Gel Kayano (Premium running shoes) for longer under similar conditions without this kind of structural failure.
I owned two pairs of the On Cloudmonster and both developed holes in the upper and heel in the exact same areas in under two years of normal use. Identical failure across two pairs clearly indicates a material or design weakness, not normal wear.I also developed plantar fasciitis due to the bouncing effect, which felt unstable rather than supportive.My warranty claim was rejected with the explanation that the shoes had “lived a full life,” and I was offered only a 20% discount instead of a refund or credit.For a premium and pricey brand, I expected far better durability and accountability. I’ve worn ASICS Gel Kayano (Premium running shoes) for longer under similar conditions without this kind of structural failure.
Purchase two trainers on sale thinking they will help with neuropathy! Absolutely not formy comfort. I have returned them and it’s 3 weeks now still no refund! This is absolutely joke! Can’t even talk to anyone and chat function never works! Very disappointed!
Purchase two trainers on sale thinking they will help with neuropathy! Absolutely not formy comfort. I have returned them and it’s 3 weeks now still no refund! This is absolutely joke! Can’t even talk to anyone and chat function never works! Very disappointed!
Not the company they used to be. No customer care. Still waiting on a refund and nothing but automated response now they have my money. Don’t bother with On direct. Buy in store or try a different manufacturer. Dreadful
Not the company they used to be. No customer care. Still waiting on a refund and nothing but automated response now they have my money. Don’t bother with On direct. Buy in store or try a different manufacturer. Dreadful
1 star is too generous. This company have absolutely zero customer service and dont deserve to have any customers. My trainers havnt arrived after 2.5 weeks. They were supposed to send a replacement which havnt arrived and when i asked for a refund they just said i have to wait for them to come. If i could give -5 stars i would because they are awful to deal with. Avoid buying from this website at all costs.
1 star is too generous. This company have absolutely zero customer service and dont deserve to have any customers. My trainers havnt arrived after 2.5 weeks. They were supposed to send a replacement which havnt arrived and when i asked for a refund they just said i have to wait for them to come. If i could give -5 stars i would because they are awful to deal with. Avoid buying from this website at all costs.
