Onrunning Avis 

Title: Expensive shoes, disappointing quality and even worse customer service

I bought a pair of On Cloud shoes from the On Store in Spitalfields, London, approximately a year ago. I am 69 years old and use them exclusively for walking on flat pavements in London. I do not run, hike or use them for any demanding sporting activity.

Recently, the rear structure of the right shoe collapsed, causing my foot to tilt sideways when walking. Unfortunately, I did not immediately realise that the shoe itself was causing the problem, and after walking in them for a couple of days I developed pain in my heel and ankle.

What disappointed me even more was my visit to the Spitalfields store. I expected the staff to at least inspect the shoes and take my concerns seriously. Instead, I was simply told that “this can happen in a year” and, rather surprisingly, that the shoes were designed for running rather than walking.

I find this explanation difficult to accept. If a premium shoe cannot withstand ordinary walking on flat London pavements for approximately one year without its structure collapsing, I seriously question its durability and quality.

I have previously owned Asics and New Balance shoes which lasted considerably longer under similar use.

I chose On partly because of its premium positioning and reputation for Swiss engineering. Unfortunately, my experience has left me questioning whether the quality and after-sales service justify the price.

I would strongly advise potential customers to consider durability and after-sales support before purchasing.

'I bought the On Cloud running shoes from Athlete's Foot expecting quality, but they've been a disappointment. From day one they made a persistent squeaking noise that earned me the nickname "Squeaky" on hikes. There's also a manufacturing defect, a small hole on the side of the left shoe near the pinky toe. When I tried to return them, Athlete's Foot said nothing could be done. The high stack height also made me feel unstable playing paddle or tennis on hard surfaces, risking ankle injury. At a higher price than established brands like Nike, Adidas or Reebok, they're definitely not value for money, especially with the poor after-sales service. I wouldn't recommend them for your next shoe—they're not the same level of quality as the other well-known brands and they definitely have zero after-sales support or warranty

This was my first pair of on-running trainers and it will be my last, 1 shoe was extremely uncomfortable to the point of not being to ware them as they ware painful and making me limp, their was some hard plastic in between the outside and inside layer of the shoe.
I had had the shoes just over a month and they got worse over that time so I filed a warranty claim, this claim asked me to take pictures which I took outside pictures, pictures of the sole, pictures of my wearing them lased up and lastly pictures of the area in question from the inside, I don’t know if you have ever tried taking a picture of the inside of trainers to where the toes start but it’s ver difficult.
They came back to me saying they can’t see an issue and will not be progressing the warranty claim, it’s more of a how they feel to how they look issue! I’ve never had a pair of trainers hurt so bad you can’t ware them!
To add insult to injury (I would be injured if I tried to ware them for any length of time) they offered me 20% off my next pair….

First and last time I get a pair of On-Running trainers.

I bought a pair of cloud runner and after a few months both heels broke

I purchased a pair of Monster cloud in January 2024. After 8 to 12 weeks the left shoe started making a noise like leaking air from a tire with a squeak. Processed a complaint form with ON.COM. I have been in contact with them many time via email and phone, they refuse to offer any help stating they do not warranty noises. Really they haven’t even looked at the shoes to know the problem only at pictures that do not show any obvious defects. They are very rude on the phone and will not give phone numbers or contact information to any type of supervisor or anyone with authority. I have also requested the same through emails but just keep getting the same basic information of baby powder or dryer sheets. This is not a moisture issue.
Worst customer service I have ever dealt with.
Be aware if purchasing through On.com. Expensive shoes for poor quality and customer service. If anyone else has experienced this please advise.