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 – 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! I’ve 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) · Collected.reviews (1) · Quotes shortened · As of: March 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 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.