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.
Examples from available reviews (Oct 2022 – Feb 2026).
The reviewer found On Running comfortable, durable, and the purchase seamless.
“It was like walking on clouds!”
Shoes began loud squeaking; warranty denied and support unhelpful.
“dismissed my warranty claim twice”
Refund processing took over a month despite prompt return.
“it has now taken OVER A MONTH for ON to process the return”
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”
Most reviews describe slow or inconsistent post-sale service: delayed refunds, long return processing and warranty refusals, with few positive resolution cases.
Several reviewers questioned value for the price, citing defects or thin insoles and saying the product did not meet expectations for paid premium prices.
Website navigation and return system receive mixed notes: some find it easy, while others report missing contact options and confusing service hours.
Many reviews report quality problems—loud squeaks, early wear or manufacturing faults—although a minority describe good comfort and durability.
Frequent comments point to unclear or automated responses, slow email/chat handling and difficulty contacting a human agent for escalation.
Overall impressions skew negative in these reviews: product defects or service failures often outweigh individual positive purchase experiences.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Insole lacked support and shoe felt poor quality; returned for refund.
“insole is that thin with no arch support”
Shoes uneven length and customer service refused to provide contact email.
“one shoe (one side) is slightly longer than the other.”
Refund processing took over a month despite prompt return.
“it has now taken OVER A MONTH for ON to process the return”
Customer service refunded after contact, but communication and delays noted.
“I’ve scored at 3 due length of time and communication issues”
They processed my return very quickly and efficiently.
“They did really fast return.”
Manufacturing fault caused ankle discomfort and support disputes with customer service.
“£140 trainers which dig into one side.”
Heel developed squeak after few uses; warranty declined and retailers warned.
“they’ve already developed the infamous heel squeak”
Warranty claim handled with slow, repetitive, and unclear communication.
“The process has been disjointed, slow, and dismissive”
Loud squeak dismissed by company as acceptable and received small discount.
“they gave me a 10% off code for my next purchase!”
Faulty shoes and warranty claim ignored during the 14–20 day period.
“Faulty shoes 14-20 day warranty claim period ignored by the company.”
Shoes comfortable but material tore inside near the toe after three months.
“The material is poor.”
Two pairs developed loud squeaking and warranty refused replacement.
“severe squeaking issues soon after purchase.”
Company closed my lost-parcel case despite evidence and no resolution.
“box delivered, go outside to see not delivered”
Paid but no order confirmation and customer service was unresponsive.
“Abdul awful customer service.”
New On Cloud shoes started squeaking and company is hard to contact.
“they squeak when walking now.”
Returned items accepted but no refund and customer service unhelpful.
“Customer service is non existent !”
Trainer quality is poor and expensive; reviewer will not purchase again.
“On bad Quality trainers, l do not recommend them at all.”
Orders delayed or lost and customer service unhelpful and incompetent.
“Worst customer service ever.”
Over a month without refund and very poor customer service.
“it’s been over a month and still didn’t get my refund”
Terrible customer experience with unresponsive company and likely lost shoes.
“They clearly place absolutely no value on the customers who buy their 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
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 (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.