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For what you're paying, the quality just doesn't match up. My trainers are only five months old and the material at the heel has worn completely through, showing the plastic underneath, which gives me blisters and irritation. Now I have to wear band aids to even put them on. There's also this awful squeaking sound whenever I walk. The soles are pretty much shot already which tells me these just don't last. Won't be buying from them again.

Grabbed a pair of On Cloud trainers and the stitching on one of the lace holes just ripped off. I'd only worn them maybe 30 times for casual stuff, nothing serious. The shoes feel cheaply made and honestly, their warranty protection is pretty useless. I filed a claim and their 'Happiness' team basically said no thanks. Really disappointed with how they run their business.

Got my first pair of OnCloud shoes and when the package showed up it was completely empty. Seriously, just an empty box from their returns facility. I couldn't reach an actual person, just got stuck with a chat bot. I explained the situation and got a canned response saying they'd check with the shipping company about theft or misdelivery. I had to tell them multiple times that it wasn't a shipping problem, it was a returns center problem sending out an empty box. I went from excited to wear new running shoes to totally frustrated knowing this is going to drag on forever. At least they have my money while I wait to see what happens.

Worst customer service I've dealt with in a long time. They're basically useless and seem like they don't even read what you write before responding. It turns into this wild goose chase every time. I was a regular customer for years but this experience has made me want nothing to do with their products anymore. Too many other brands doing it better, and at this point I have zero interest in giving them another chance with the way they treat customers.

Purchased a pair of boots for over two hundred dollars in late November and opened them on Christmas morning as a gift. Started wearing them on January 5th when I went back to work. After about ten days of wearing them I discovered a serious defect on the inside of the right boot. The left one is perfect but the right one has a flaw inside where the inner toe area meets the boot and it's extremely painful to wear, pretty much unwearable after an hour. Filed a warranty claim but they rejected it claiming they couldn't spot any damage, even though I could only send outside photos of the boot. The customer service team is difficult to understand so I've initiated a chargeback and reported the situation to consumer protection. All I wanted was a replacement shoe. This brand won't be getting my money ever again.

Don't bother ordering online from them. My daughter needed a different size so we shipped the shoes back right after the holidays. We're now almost three weeks out and still dealing with the runaround for a replacement. Getting a person on the line takes forever, and when you do the person is really hard to understand. Customer service is absolutely horrible.

I ordered those same shoes from On twice and neither pair reached me. After tons of waiting and repeated follow-ups, they finally told me the second order was sitting at a pickup point somewhere. They basically gave me two bad options: get it myself and return it while I wait two weeks for a refund, or hang tight for the courier to send it back before they'd refund anything. I paid twice and got zero shoes. The delivery failure wasn't my responsibility to fix. What's really frustrating is the way it all went down. There was no automatic refund, nobody took ownership, and nobody acted like they cared about solving this quickly even though it went on way longer than it should have. Every email response took forever and they read like a computer wrote them. I kept getting told to handle it myself when I was the one left with nothing. On top of that, the second order had a tracking number for the wrong carrier, and when I asked for help they said I had to deal with the shipping company myself. Just poor handling all around.

I purchased the identical shoes from On on two separate occasions and didn't receive either shipment. After a long stretch of being ignored and following up constantly, they eventually said the second pair was at a pickup location waiting for me. Their options were either I collect it myself and return it (then sit around waiting two weeks for a refund), or wait for the shipper to bring it back before getting refunded. I'm out of pocket for two pairs and have nothing to show for it. This wasn't supposed to be my problem to solve. What bothers me most is the approach they took. Nobody proactively refunded me, nobody took responsibility, and they weren't in any rush to wrap this up even though it had already dragged on way too long. I had to chase them down repeatedly and their responses came back a week later looking like they were generated by software. Instead of helping, they just bounced the issue back to me even though the shoes never arrived. The second time I tried buying the same shoe, they sent me a tracking number for the wrong delivery service. Then they said I had to contact the shipping company myself for privacy reasons. Terrible experience.

Ordered the same shoes twice and neither one ever made it to my place. After waiting forever and sending multiple messages, they eventually told me the second pair was sitting at a pickup location. They basically said I could either pick it up and ship it back myself (and then wait two weeks for my money back), or hope the delivery company would eventually return it. By this point I'd already paid for two pairs and gotten absolutely nothing. This wasn't my mess to clean up. The real problem is how the whole thing was handled. Nobody offered to fix this without me having to jump through hoops, there was no sense of actually caring about fixing it, and I spent way too long chasing down responses that took at least a week and looked like they were written by a bot. I got pushed around when I was the one left with nothing. To make matters worse, on the second attempt, they gave me a tracking number for the wrong carrier. And when I asked for help, they said I needed to handle it myself because of privacy laws. Just awful handling.

Think twice before ordering from them! I spent $160 on a pair of Cloudrunner shoes back in August. Ten weeks in, both soles are practically bald with barely any grip left which makes them dangerous to wear. These were just for everyday walking, not running. The customer service rep I spoke to was really dismissive and the supervisor never called like they said they would. I submitted a warranty request with multiple photos clearly showing the problem, but instead of sending me new shoes, they only offered me a discount code for 20% off another pair. They charge you top dollar but won't actually stand behind their gear. Lost me as a customer for good.

Fair warning before you buy from this place! I paid $160 for Cloudrunner shoes in August and after ten weeks the soles were completely worn down with no traction, which feels unsafe. I wasn't even running in them, just regular walking. Customer service was rude and I never got a callback from the supervisor despite what was promised. I filed a warranty claim with multiple pictures showing the damage, but they turned around and offered me just 20% off another purchase instead of replacing them. They want premium prices but won't actually guarantee their products hold up. I'm done with them.

Watch out if you're thinking about buying from this brand! I dropped $160 on Cloudrunner shoes back in August. By mid-October, the soles were basically destroyed and I had no grip left, which isn't safe to wear. And I'm not even someone who runs these were just for walking around. The customer service rep was rude and the supervisor never called back like they promised. I put together a warranty claim with pictures showing the damage, but all they offered me was 20% off my next purchase instead of sending replacement shoes. You're paying premium prices here, but they won't actually stand behind the quality. Won't be shopping there again.

I've never seen a company take this long to refund money. First they make you wait 14 business days just to check your return in their system. Only after that do they start working on your refund. It's been almost three weeks since they confirmed receiving my stuff and still nothing. I've reached out through their chat and called on the phone, but nobody can give me a straight answer about when I'll actually get my money. All they do is say it got sent to another team that might look at it. If you order from them online, make sure you're okay with keeping whatever you buy because getting your money back takes forever. I wouldn't recommend them.

Can't even get in touch with anybody there. Sent back an item three weeks ago and I'm still waiting to get a replacement. This has been one of the worst customer service experiences I've had. Truly terrible.

Just went through the warranty claim process with On.com and honestly, I'm really impressed. Everything moved along smoothly without any unnecessary hoops to jump through. The support folks were quick to respond, acted professionally, and genuinely seemed interested in fixing my problem without dragging their feet. I really respect how they back up what they sell and make sure customers are taken care of. If you need to deal with their support team, you'll be in good hands. Definitely worth the recommendation.