ON Anmeldelser 

Absolutely unacceptable customer service from On.

I placed a large order and returned the items using their returns process. Royal Mail tracking confirms that the parcel was delivered to their warehouse around six weeks ago, yet I still have not received my refund.

During those six weeks, I have contacted On repeatedly by phone, live chat and email. Every time, I have been told that they are “still investigating,” with no proper explanation or resolution. My formal complaint email was completely ignored.

Today, I called again to ask where my money was. While I was still speaking, the customer service representative hung up on me. After holding a substantial amount of my money for six weeks, this is a disgraceful way to treat a customer.

The delay has caused me financial difficulty and considerable stress. I have proof that the return was delivered, but On continues to withhold my refund and has now stopped engaging with me properly.

I would strongly advise customers to think carefully before ordering directly from On. I am now escalating the matter through my payment provider and will consider court action if my refund is not issued immediately.

I spent over 200 on cloud monsters and can’t even where them anymore because they squeak so bad. I have had so many people make comments to me about it when I wear them. It is embarrassing! Bought them in April 2026 and it is September 2026. I didn’t even wear them all summer. Worst purchase I have ever made. Stay away from the brand.

Extremely disappointing experience. I received a completely different item that I never ordered. I returned it, and it has now been a month, but I still have not received my refund.
Receiving the wrong item was frustrating enough, but waiting a month for a refund is unacceptable. I expected much better service from On.

Quick delivery but still waiting for a refund.
The shoes I purchased didn’t fit me comfortably so I returned both pairs. Almost three weeks after my returns have been received by On (confirmed by an email from them) I’ve still not been refunded and it was a big outlay of money. You can only speak to a chatbot, no email or phone support seems to be available.

Item was never delivered. They use a company called OnTrac? Useless tech support. Just AI chatbots and going in circles. Still trying to get a refund. Such a waste of time, never buying anything from this company again.

I ordered 3 items, worth around 200-300 dollars. I only received 2 of them. Ive put in so many customer service requests ive lost count. No one is helping me receive my order. Joke of a customer service team, they all should be replaced with AI. embarrasing

Ordered on cloud cloudeay2 shoes on sept 1st contacted them 20 times between sept 10-sept 18 kept saying they were preparing. Finally on the 18th tell me they are cancelled because they are out of stock. Looked on website and still have my size that i ordered in stock. 10 pairs. I will not use their website ever again i own over 25 pairs of on cloud shoes but will not purchase another pair due to their terrible customer service and lies

Placed many orders for shoes.
No problem.
Love their designs.
My last order socks were missing from the order and I am now waiting over a week for them to “investigate” via their “happy team”
Ahmed assured me he would get back to me but have heard nothing.
Are all companies ran by AI NOW?
What is going on?
Such poor customer service.

I ordered a pair of shoes for my wife’s birthday paid for the “expedited shipping fees” so that it would come on time. It never came on time. It had plenty of time to arrive here even if it had been normal shipping but never arrived. They never updated my tracking or gave me a warning about anything it just hasn’t showed. I would never order from them again based off of this alone. I am so shocked to see all these bad reviews, but not at the same time with the treatment that they’ve given me.

Untimely customer service responses. Took my money and did not fulfill my order. Gave up and was out $170 with no shoes

If you absolutely must buy their products, be sure to pay via PayPal. I returned three pairs of brand-new shoes over two months ago, yet the company has not responded at all; I managed to recover the refund for two pairs through PayPal and am currently pursuing a refund for the remaining pair via a PayPal dispute.

They told me that the shoes i sent back were not the ones i received. I have only ever received or owned the ones they sent me and both sizes were returned back to them within 24hrs!
Sounds like a beginnings of a scam! Make sure you use a credit card in case. I will never be using them again!

Order not refund not received. By looking at the remainder of the comments its starting to look like this is becoming a scam.

I ordered a pair of shoes 3 weeks back, the order never got to the third party delivery service. I check in with the customer service team. They refuse to issue my refund, unless they conclude an investigation. That itself will last 2 weeks. The refund 5-7 business days.

One month to get my money back for shoes that were never delivered. This will be the last time I ever consider this brand. I would strongly recommend against buying shoes from this company.

Nothing works even when they fail to deliver on the goods, they can't even issue a refund without taking a minimum of 1 month.

Please, save yourself the hassle. Just to give you a sense of time, I ordered 27th August 2026. Here we are midway September, no refund.

I’d never heard of this company (I’m a 66 year old widow 😂) until a scammer spent £310 using my email and bank card. Lloyds immediately supported me but I thought I’d alert on.com too as they hadn’t yet despatched the goods and I wanted to make sure the scammer didn’t try any more fraudulent activity. Their “happiness provider” took ages to grasp the situation but assured me that no future account could exist using my email. What a waste of time. The order progressed over two days from being prepared - to being in transit - to then being delivered despite them knowing it’s a fraud. And the account using my email remains live but I’ve changed the password making sure the full shopping basket the scammer was about to add to the fraud never got actioned. They never got the email address verified and their online security is shocking. It’s like they’re supporting the criminal world. Thank god im computer savvy. God knows how many other people are getting scammed.

DO NOT BUY FROM THIS COMPANY. THEY OWE ME A REFUND OF £660 from 26 days ago. I received an email after doing their online chat that they cannot provide me with a definitive timeline or outcome. From reading other reviews it appears I have been scammed. I am reporting them to my credit card company.

Absolute shit customer service! My order says it was delivered, and never was. Customer service do nothing to help, and say our carrier team will get back to you in 7 business days! And still do nothing! Won’t ever order online from them again!

A scammer got my card details and made a purchase from this site. (I'd never even heard of them til then). I contacted them by phone to tell them the order they had was from a fraudulent purchase and they were completely unconcerned. Told me that the order was in the process of being dispatched and couldn't be cancelled. My bank cancelled the fraudulent payment and yet they still said the order was being shipped. Their handling of the situation along with the very obvious red flags on the order leads me to believe they are incredibly negligent at best but frankly more likely to be the actual scammers in the first place.

worst company ever. Waiting 3 weeks on my shoes. Tracking number showing processing my order. Cancelling my order today. Idiots.

Scammed by ON Shoes. The order never got delivered to me and when I opened a case with the support, they held me for more than a month and without a real update, told me that neither the order nor the refund can be given. More than 100€ scammed when ordered from official website. Worst customer support ever. Nothing but scammers. If in Austria, you expect such situation, I am confident everywhere else it’s even worse.

Avoid. Went to Bicester Village. The prices were more expensive than ASOS. Avoid at all costs. The company would not even refund the difference