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We Collect & Analyze Reviews

On Running
Experiences & Reviews

On Running (often branded as On) is a global athletic footwear and apparel company originating in Switzerland. The brand focuses on running and training shoes and sells products through its own online store and third-party retailers. Consumers searching reviews typically look for feedback on product durability, cushioning and fit, return policies, and customer support interactions.

Overview & Key Metrics

Reviews Analyzed 21
Positive Sentiment 19%
Latest Review 25d
Overall Rating
1.7

Our Analysis

🎯

Service quality

Most reviews describe slow or inconsistent post-sale service: delayed refunds, long return processing and warranty refusals, with few positive resolution cases.

Share of mentions
24%
Weak
💰

Value for money

Several reviewers questioned value for the price, citing defects or thin insoles and saying the product did not meet expectations for paid premium prices.

Share of mentions
9%
Weak

User experience

Website navigation and return system receive mixed notes: some find it easy, while others report missing contact options and confusing service hours.

Share of mentions
5%
Mixed
🔧

Product quality

Many reviews report quality problems—loud squeaks, early wear or manufacturing faults—although a minority describe good comfort and durability.

Share of mentions
19%
Weak
📞

Communication

Frequent comments point to unclear or automated responses, slow email/chat handling and difficulty contacting a human agent for escalation.

Share of mentions
19%
Weak

Overall experience

Overall impressions skew negative in these reviews: product defects or service failures often outweigh individual positive purchase experiences.

Share of mentions
25%
Weak

Our Independent Methodology

How we analyze customer reviews without bias

Data Collection

We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.

AI Analysis

Our AI detects patterns in genuine customer experiences without modifying content.

100% Independent

Zero company influence. No payments, no bias — just real customer voices.

Always Current

Updated regularly with the latest reviews and customer feedback.

All Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Filter by Source

Showing all 21 reviews

All Customer Reviews

Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025

C
Cynthia Adrienne
trustpilot.com Oct 01, 2025

Loud Squeak No Customer Satisfaction

I bought my first pair of cloudmonsters At the beginning of March 2025. They squeak so loud I can’t even wear them anymore. I don’t even wear them eve...

G
Grabhammer
trustpilot.com Oct 01, 2025

Extremely disappointing quality and customer service

I bought a pair of ON shoes with high expectations, but after just five weeks they became practically unwearable due to loud squeaking noises with eve...

G
Grip
trustpilot.com Oct 01, 2025

Nope!

Never known a company to take so flippin' long to issue a refund. Can't be that hard! Not if every other company refunds in about the same time frame....

c
calan
trustpilot.com Oct 01, 2025

Squeaky after >6months

Disappointed with the quality of this pair. After less than six months of regular wear, both shoes developed a loud squeak with every step. My previou...

U
Usman Kaker
trustpilot.com Oct 01, 2025

Poor post sale experience

Poor post sale experience. I ordered a shoes which arrived promptly but I had to return for an exchange. It’s been a week and the communication from t...

H
Happy-days
trustpilot.com Oct 01, 2025

THEY HAVE NOT REFUNDED ME WITHIN THE MAXIMUM RANGE THEY HAD PROMISED.

Dear ON, I am so surprised with how a company that i thought was inspiring with amazing products that I placed a large order of 2 designer ON shoes an...

G
Guțul Anastasia
trustpilot.com Oct 01, 2025

I am extremely disappointed with the customer service

I am extremely disappointed with the customer service experience. I ordered two pairs of shoes, but the package I received clearly contained only one....

P
Pam
trustpilot.com Oct 01, 2025

Not One but Two Pairs Squeaky Running Shoes - Clearly Defective - Company Response is a Joke

I bought 2 pairs of on cloud running shoes towards end of July 2025. Within 1-2 weeks of wearing both pairs, the right shoe of each pair was squeaking...

J
Julia Peckham
trustpilot.com Oct 01, 2025

SQUUEEEEEK. !!!!±

my ON shoes squeak so loudly when I walk in them I can't wear them anymore!! I've contacted customer services but they've said they won't replace them...

A
Are Engdal Borgersen
trustpilot.com Oct 01, 2025

Cloudrunner M

I had the Cloudrunner M shoes for one spring season before the fabric mesh on one shoe ripped first over a toe and later on the side near the sole. I...

L
Liz
trustpilot.com Oct 01, 2025

Postie took wrong parcel, now I'm having problems organising a collection.

I have spent all day trying to sort this out. The postman delivered letters and then picked up my Amazon delivery as though it was for On! It had only...

I
Ieuan Jones
trustpilot.com Oct 01, 2025

No refund received

I never received trainers purchased on 19th July, On promised me a refund for the trainers and it has been over 2 months now and still no refund. The...

N
Nick Birch
trustpilot.com Oct 01, 2025

Cloudswift 4 Rubbish

I purchased a pair of Cloudswift 4 from ASOS at a cost of £150, what a load of rubbish. I cannot believe a trainer which is supposedly a high end item...

H
Hic
trustpilot.com Oct 01, 2025

Terrible customer service

When I received the running shoes, Cloudmonster Hyper (£200), I realized that one shoe (one side) is slightly longer than the other. I have tried to c...

A
Anna Smith
trustpilot.com Oct 01, 2025

ON = Extremely slow refunding on returns!

I've heard a lot of great things about ON Trainers and thought I'd try them for the very first time. Placed my order and delivery was prompt, and very...

L
Laura Brock
trustpilot.com Oct 01, 2025

Customer service needs improvement

Ive now changed my review, after being contacted by customer services and receiving my money back. I’d like to thank Justin for this. I’ve scored a...

Иван Погорлюк
trustpilot.com Oct 01, 2025

They did really fast return.

...

A
Andrea Hughes Alexander Techni
trustpilot.com Oct 01, 2025

Terrible customer service and design

Terrible customer service and design which seems to be a common review for On Sportswear. The trainers I bought have a manufacturing fault and dig int...

A
ADRIAN WILSON
trustpilot.com Oct 01, 2025

Avoid Cloudflow 5

I purchased a pair of Cloudflow 5 just six weeks ago, and after only my fifth circuit training session they’ve already developed the infamous heel squ...

E
Ella Jackson
trustpilot.com Oct 01, 2025

Extremely poor warranty process and unclear communication

I submitted a warranty claim to OnCloud on 18 August because the sole of my shoe had started to separate from the upper and the lace had snapped. What...

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Conclusion

Reviews in this set highlight two recurring consumer issues: repeated reports of loud squeaking or early defects in several shoe models, and inconsistent after-sales handling including delayed refunds and warranty denials. A smaller number of reviews praise product comfort, website navigation or prompt returns, so experiences vary by order and model. If you are considering a purchase, check the retailer’s return window, keep receipts and photos, and be prepared to follow up with customer service if a defect appears. For high-value purchases, consider buying from a local retailer with an easier in-person return option or confirm the brand’s documented warranty process before buying.