Reviewers often describe returns left open for long periods and refunds that take too long. Many buyers report loud squeaking and shoes that wear out early. A smaller group mentions strong comfort and quick, successful returns. Communication issues often involve slow replies and automated chat responses.
Examples from available reviews (Oct 2022 โ Mar 2026).
Return processed but refund not initiated; rude agents and no resolution.
“One customer service agent spoke over me, shouted at me, and then hung up”
Refunds took excessively long and shoes were very uncomfortable and small.
“they are the most uncomfortable trainers I have ever tried in my life.”
Returned one pair and received a prompt refund; positive repeat purchases.
“Excellent! Iโve now ordered 3 pairs of trainers.”
Company closed my lost-parcel case despite evidence and no resolution.
“box delivered, go outside to see not delivered”
Reviewers describe repeated breakdowns in return and refund handling. Many mention exchanges that never moved forward, cases closed without a fix, and agents who would not help. A small number point to fast, smooth returns as exceptions.
Several customers say pricey trainers wore quickly or squeaked and did not feel worth it. Some buyers report comfort and durability that matched the cost. Positive comments on value show up far less often than complaints about defects.
Buyers report orders stuck in processing, deliveries missing items, and few ways to reach support. A handful mention narrow fits or in-store incidents, but these come up much less than shipping and return issues. Many accounts of poor interaction focus on automated chat.
Many reviews mention a recurring loud squeak and early failures such as ripped mesh, worn inner heels, or thin insoles. Warranty requests are often described as denied or brushed off. Some buyers praise the cushioning comfort and solid build, but that appears less often.
Customers describe slow replies, mixed messages, or support that felt limited to bots. Several mention compensation codes that did not work and follow-ups that never came. A minority report polite, satisfactory responses after escalation.
Reviews sharply contrast stories of missing refunds and product defects with occasional five-star posts praising comfort. Many reviewers rate the interactions and results poorly. Only a limited number describe smooth purchases and repeat buying.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) ยท Collected.reviews (1) ยท Quotes shortened ยท As of: March 2026
Customer service accused buyer of fraud over billing address error.
“They kept accuse me of fraud and that I should take it with royal mail.”
Confirmed return but no refund after 24 days; timeline unacceptable.
“24 days since they confirmed that the return had been sent”
Roger Pro 2 tennis shoes were too narrow and unusable.
“the Roger pro2 is definitely not.”
Order remained in processing and customer service failed to update.
“itโs still stuck in processing.”
Delivery missing items and customer service was allegedly rude and unhelpful.
“the staffs are rude and said they won't do anything to resolve the issue and hang up the phone”
Compensation code didn't work and customer service failed to follow up.
“Enter a valid discount code.”
Product liked but refund delays and abysmal customer service.
“The service is abysmal.”
Refund issued to inaccessible gift card and issue remained unresolved.
“refunds were processed back to that inaccessible card.”
Alleged discrimination in-store and legal action pursued over refund.
“a staff member said I didnโt look like I could afford the trainers”
Returned faulty oversized shoes and have not received refund after weeks.
“returned them almost three weeks ago requesting a refund did not get”
Both trainer pairs constantly squeak and have poor build quality.
“Both constantly squeak.”
Multiple follow-ups produced no resolution and time wasted.
“This is by far the worst customer service Iโve experienced from a reputed company.”
Exchanged trainers not received after a month and support unresponsive.
“Customer service is shocking, no responses to emails”
Returned one pair and received a prompt refund; positive repeat purchases.
“Excellent! Iโve now ordered 3 pairs of trainers.”
Exchange returned but not processed; contact limited to unhelpful chatbot.
“returned my item for an exchange on 19/01/26.”
High build quality and comfort, but minor logo wear and scuffing.
“they truly feel like walking on clouds!”
Returned sneakers but refund not received after almost a month.
“It's been almost a month and I still haven't received my money back.”
Exchange not completed after almost a month; support slow and unhelpful.
“almost a month later, still waiting for my exchange to be completed.”
Multiple contact attempts produced no updates and contradictory responses.
“This company has been a NIGHTMARE to communicate with.”
Order not received and no contact; requests refund or update.
“Still waiting for someone to make contact about order not being received”
Return processed but refund not initiated; rude agents and no resolution.
“One customer service agent spoke over me, shouted at me, and then hung up”
Customer reports awful customer service experience with the company.
“Awful customer service”
Order not received after 30 days and no refund issued.
“After more than 30 days, I have not received the shoes”
Reviewer says poor product quality and unhelpful, rude responses to complaints.
“The lettering comes off all clothes”
Refund unlikely, chatbot only, agents unhelpful and slow to respond.
“The only wany of contacting them is via a bot”
Order returned and company refused accountability; no refund received.
“they have taken zero accountability.”
Inner heel wore out quickly with minimal use compared to competitors.
“quality of the shoe on the inner heel is TERRIBLE.”
Expensive trainers squeak loudly and warranty claims were rejected as excluded.
“squeak loudly with every step on both shoes!”
Shoes developed loud squeak and warranty claim was denied.
“They squeak so loud I canโt even wear them anymore.”
Shoes began loud squeaking; warranty denied and support unhelpful.
“dismissed my warranty claim twice”
Refunds took excessively long and shoes were very uncomfortable and small.
“they are the most uncomfortable trainers I have ever tried in my life.”
Shoes developed loud squeak after under six months; warranty excluded.
“both shoes developed a loud squeak with every step.”
Return exchange was slow and customer communication was poor.
“7-14 days to process returns is ridiculous”
Order refund not received within promised timeframe despite contact attempts.
“THEY HAVE NOT REFUNDED ME WITHIN THE MAXIMUM RANGE THEY HAD PROMISED.”
Received only one of two pairs and customer service gave no resolution.
“the package I received clearly contained only one”
Both pairs developed squeaks quickly and warranty response blamed user.
“the right shoe of each pair was squeaking like a mouse every time I stepped”
Shoes squeak loudly and customer service bot refused replacement.
“they've said they won't replace them (bot chat).”
Fabric mesh ripped within a season; refunded with gift card.
“the shoe design seems a bit fragile.”
Postman took parcel and customer service gave ineffective, slow responses.
“Polite but extremely slow and also making mistakes.”
Trainer refund promised but not received after over two months.
“I never received trainers purchased on 19th July”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
On Running is a Swiss company that designs and sells performance running shoes and athletic apparel. The brand promotes shoes with proprietary cushioning technology and offers models for road, trail, and racing. Products are sold through the company website, dedicated retail stores, and international retail partners. On Running provides product specs, size guides, and warranty details to support purchases and after-sales claims.