Reviews Analyzed
21
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
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
Weak
24%
💰
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
Weak
9%
⚡
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
Mixed
5%
🔧
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
Weak
19%
📞
Communication
Frequent comments point to unclear or automated responses, slow email/chat handling and difficulty contacting a human agent for escalation.
Share of mentions
Weak
19%
⭐
Overall experience
Overall impressions skew negative in these reviews: product defects or service failures often outweigh individual positive purchase experiences.
Share of mentions
Weak
25%
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.
Featured Customer Experiences
Representative examples from 21 verified reviews (October 2022 – October 2025).
An Exceptional Experience with On Running Shoes
"I recently purchased a pair of running shoes from On Running, and I have to say that I am beyond impressed with my experience. From start to finish, everything was seamless. First off, the website was incredibly easy to navigate. The clean design made it simple for me to browse through all their products and find what I wanted quickly. When I found the pair of shoes that caught my eye, placing an order was a breeze. The shipping process also went smoothly - before I knew it, my package had arrived at my doorstep. And when I opened up the box and tried on my new kicks? It was like walking on clouds! The comfort level is unparalleled; every step feels cushioned yet secure thanks to their innovative technology. I've taken these shoes out on runs multiple times now, and they're holding up fantastically well. They haven't shown any signs of wear or tear even though they’ve gone through some tough terrains which shows the durability of the brand. Overall, On Running has definitely won me over as a customer for life. Their attention to detail in terms of both design and functionality is truly impressive. If you're in need of high-quality athletic footwear that will stand up against rigorous activity without compromising comfort"
Kristopher Robel
Collected.reviews
Oct 08, 2022
Featured for: positive purchase and product durability
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..."
Grabhammer
Trustpilot
Oct 01, 2025
Featured for: squeak defect; warranty denied
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..."
Anna Smith
Trustpilot
Oct 01, 2025
Featured for: slow refund processing
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..."
Pam
Trustpilot
Oct 01, 2025
Featured for: two pairs squeaky; warranty runaround
All Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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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...
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.