Independent profile. Not owned, sponsored or endorsed by On Running.

On Running Reviews, Complaints & Contacts

On Running is the Swiss performance running shoe and apparel brand; its Terms name On AG as operator of on.com and On Inc. (Portland, Oregon) as the contracting entity for U.S. customers. This page gives On's own cancellation, 30-day return, refund and warranty terms, BBB (F, as displayed) and Trustpilot (1.4 from 473 reviews) figures dated 2026-10-20, and the court cases found.

REVIEWS & COMPLAINTS0none submitted to USAComplaints yet · see external reviews
WEBSITEon.com
HEADQUARTERSZürich
PROFILE CHECKED2026-10-20
Submit a Complaint Official website ↗
VERIFIED

Contacts

PhoneEmailAddress

Customer service & general contact

Cancel, billing & returns

Other contacts

VERIFIED

Locations

  • HeadquartersFörrlibuckstrasse 190 Zürich 8005
  • Branch office1250 NW 9th Ave, 5th Floor Portland OR 97209
EDITORIAL

Is On Running Legitimate?

BBB, Trustpilot

Legal name
On AG
Founded
2010
Business type
Swiss performance running shoe and apparel brand sold at on.com and through retail partners; on.com is operated by On AG (Zurich) and, for U.S. customers, the contracting entity named in the Terms is On Inc. (Portland, Oregon)
Website
on.comSource: on.com U.S. storefront, checked 2026-10-20
Headquarters
ZürichSource: Company information page, registered office of On AG, checked 2026-10-20

On's company information page names On AG, Zurich, as the operator of on.com, and the U.S. Terms name On Inc., Portland, Oregon, as the contracting entity for U.S. customers; On Holding AG files annual reports with the SEC and its shares trade on the NYSE under ONON. The same On Inc. address and phone number appear on a BBB profile, which shows an F rating and is not accredited, and Trustpilot shows 1.4 from 473 reviews (both as displayed on 2026-10-20; see the complaint-record section).

Regulators and recalls. As of 2026-10-20, the CPSC recall database lists no records for 'On Running' (by recall title, manufacturer or importer) or for 'On AG' (by manufacturer), and the FY2025 Form 20-F says the company does not believe it is party to any claim or litigation expected to have a material adverse effect.

Buying directly. On's return and warranty terms differ for purchases made at on.com and purchases from retail partners (see the first section); keep your order confirmation and, for retail-partner purchases, contact the retailer for returns.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBOn Running' (alternate name On Inc), 1250 NW 9th Ave, Portland, OR
62 reviews · 317 complaints · BBB business grade F · average customer rating 1 / 5
Trustpilot
3,494 reviews · TrustScore 1.3 / 5
Trustpilot
473 reviews · TrustScore 1.4 / 5
EDITORIAL

Complaint record: BBB and Trustpilot

BBB (profile 'On Running', alternate name On Inc, Portland, OR; the address and phone match the On Inc. entry on On's company information page), as displayed on 2026-10-20: not BBB accredited; BBB Rating F. The reasons BBB lists are 'Failure to respond to 295 complaint(s) filed against business' and '317 complaint(s) filed against business'. The complaints tab shows 317 complaints in the last 3 years and 87 in the last 12 months. The ten most recent displayed (dated 09/03/2026 to 09/29/2026) were typed Service or Repair Issues (4), Product Issues (3), Sales and Advertising Issues (2) and Delivery Issues (1), and each was shown with the status Unanswered. Their text describes orders that had not shipped after one to several weeks, a package marked delivered that the consumer says did not arrive, and a return refund not yet processed after two months. These are consumers' statements, not findings, and BBB notes that the displayed text may not represent all complaints. The reviews tab shows 1 out of 5 stars, an average of 62 customer reviews. BBB's page data gives a file-opened date of 2019-10-30 and a business-start and incorporation date of 2013-11-20.

Trustpilot (profile 'ON', www.on.com), as displayed on 2026-10-20: 1.4 from 473 reviews, 243 of them in the last 12 months; the star split shown is 5-star 8%, 4-star under 1%, 3-star 2%, 2-star 5% and 1-star 85%. The profile is shown as unclaimed, with the notice that the company has no history of asking for reviews, so reviews 'may not be representative'; Trustpilot states it does not fact-check reviews. A review dated October 16, 2026 describes repeated order cancellations in the reviewer's own words. We do not repeat Trustpilot's AI-generated summary.

Trustpilot, second profile ('On AG', www.on-running.com), as displayed on 2026-10-20: 1.3 from 3,494 reviews, 619 of them in the last 12 months; the star split shown is 5-star 6%, 4-star 2%, 3-star 3%, 2-star 6% and 1-star 83%. This profile is shown as claimed (since December 2020). Trustpilot shows the notice 'This company hasn't invited customers recently, so reviews may not be representative' and also shows 'Replied to 96% of negative reviews' and 'Typically replies within 1 week'. It is a separate Trustpilot page from the www.on.com profile on this page, and the two are not added together.

The two sources are shown separately and are not added together or averaged. They measure different things (BBB shows complaints filed with BBB; Trustpilot shows star reviews). On the BBB profile no company response appears in the entries displayed (all ten shown were marked Unanswered); Trustpilot's claimed www.on-running.com profile shows the replies noted on this page. This site has no archive complaints about On Running (0 approved posts) as of 2026-10-20.

Had an experience with On Running? Tell other people what happened.

Submit a Complaint
EDITORIAL

On Running complaints: orders, cancellation, returns and refunds

This page was checked on 2026-10-20 against On's own U.S. pages (Terms and conditions, Help & Support, FAQs, Contact us, Warranty claims), BBB, Trustpilot, the company's SEC annual report and federal dockets. Steps are paraphrased or quoted from On's pages; BBB and Trustpilot figures are in the complaint-record section.

  • Cancel an order. The Orders FAQ says: 'We offer a 60-minute cancellation window after the order is placed for most countries.' With an account you can cancel with the button on the order detail page; otherwise it names the On Chatbot, the Contact Us form or a phone call.
    More detailShow less

    It adds that 'only orders placed with free, standard shipping can be canceled' and that orders with an expedited shipping option 'are processed immediately'. It also says changes to order details cannot be made after an order is placed.

  • Order late or not shipped. The Terms of sale (version dated June 2022) say delivery dates 'shall only be non-binding estimates' unless On confirms a date in writing, and that if a confirmed date is missed the customer 'shall set a grace period of at least fifteen (15) business days', after which the customer 'may withdraw from the respective Order'.
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    The Orders FAQ says a pending charge is placed when an order succeeds and that card payments are finalized upon shipment; the Terms (section 3.5) say cards are charged upon shipment. Use the Order Tracker, then the Contact Us form (topic Order or Delivery). The Orders FAQ says that if the email on an order was wrong, you can 'enter the' incorrect email 'and order number into our online Order Tracker', and that a return must be set up 'with the email as it appears on the submitted order'. If On does not resolve it, you can dispute the charge with your card issuer, file with BBB, the FTC (reportfraud.ftc.gov) or your state attorney general.

  • Returns (U.S.). On's pages state the return window in three different ways. The Help & Support page says products 'can be returned for a refund or exchange within 30 days of purchase.' The Returns FAQ says 'We are only able to accept returns for a refund or exchange on orders within 30 days of delivery.' Terms section 7.1 says the customer may return a product 'provided that Customer notifies On in writing within thirty (30) calendar days of the delivery date.' Items must be new and in original intact packaging; returns are accepted only for orders bought directly from On, and On says it cannot accept returns of products bought from retail partners (contact the partner). The Returns FAQ says 'Returns for On store purchases can be made either at an On store (except On Outlet stores) or online by reaching out to us via our Contact Us form.' It also says that 'expedited shipping costs on the original outbound order will not be refunded in the case of returns or exchanges.' Start a return with the order number and email at the link on the Help & Support page; the Returns FAQ says that if you need multiple boxes, 'please submit a separate return request for the item(s) in each box' and 'do not return multiple orders in one box'.
  • When the refund arrives. The Returns FAQ says the refund is issued after the warehouse has received and checked the return, a process that 'can take up to 14 business days', then 'an additional 2-5 business days' for funds to reach the original payment method. The Terms (section 7.4) say a refund is made 'within thirty (30) calendar days of the receipt of the returned Product at On's warehouse'. Both statements are quoted here as On publishes them.
  • Exchanges. Only a different size or color of the same model; limited-edition and last-season items can be refunded but not exchanged; exchange orders ship only after the original item is received back. Digital gift cards are non-refundable, and for orders paid with a gift card the Orders FAQ says 'A new Digital Gift Card will be issued when the warehouse is able to check in and verify the returned product' and that any additional payment is refunded to the original payment method. Orders paid with Klarna also need a return started in the Klarna app for a refund.
  • Warranty. The Terms (section 8) say that for defects from production or material errors 'On shall provide the customer with a replacement product free of charge', that claims go through the warranty form, that the warranty claim form page says 'In order to submit a warranty claim please log in to your account' (it also shows a Continue as guest option), and that the warranty 'does not extend to defects due to the wrong fit, normal wear and tear, exceeding the product's lifespan' or misuse.
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    Two On pages differ on who may claim: the Terms say the warranty does not extend 'to defects in products not ordered from the On website', while the warranty form page says 'A claim can only be made for purchases from On directly or from an authorized retailer and requires proof of purchase.'

  • Cyclon subscription. The Terms page also carries separate terms for the earlier Cyclon program, which it says apply 'exclusively to customers who subscribed to the Cyclon programme prior to 16 February 2026' and that an updated Cyclon program has its own terms at cyclon.com (not reviewed).
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    Under the earlier terms: a six-month initial term, after which Cyclon section 5.3 says the plan 'will automatically continue indefinitely' with a monthly subscription fee and can be ended by logging into the user account, and liquidated damages of USD 100 if products are not returned in time.

EDITORIAL

Court cases

Court records

A Justia Dockets search on 2026-10-20 for the phrase 'On Running' returned three results, one of which is a trademark action between other parties and is not listed; the federal order and dockets are described on this page. The search does not cover state courts or arbitration, and a full CourtListener search was not possible (its API returned HTTP 429), so this is not a complete list.

More on the lawsuitsShow less

Breindel et al. v. On Inc. (D. Or. 3:25-cv-01852-IM). A proposed consumer class action in the District of Oregon. The August 13, 2026 Opinion and Order of Judge Karin J. Immergut describes the First Amended Complaint (ECF 17): plaintiffs who are citizens of New York, Pennsylvania and Massachusetts bought Cloudsurfer shoes and allege that the CloudTec outsole makes 'a loud, embarrassing, and difficult to stop squeaking sound' that On did not disclose and that On treats as 'normal wear and tear' outside its warranty. They asserted claims under New York General Business Law sections 349 and 350, Pennsylvania's Unfair Trade Practices and Consumer Protection Law, and Massachusetts Chapter 93A. The court granted On's motion to dismiss under Rule 12(b)(6) and dismissed the amended complaint 'WITHOUT PREJUDICE AND WITH LEAVE TO AMEND within twenty-one days'; it did not rule on On's alternative request to strike the class allegations. The order reasons, among other points, that the squeaking complaints cited in the pleading were publicly available online. It states that failure to amend would result in dismissal with prejudice. The order is an allegation-stage ruling and not a finding about the shoes. The docket (Justia lists it as 'Bologna et al v. On Inc.') shows the case was filed October 9, 2025 with a class-action complaint by Louis Bologna and Patricia Ramirez (Filing 1), and the First Amended Complaint was filed December 24, 2025 by Eric Breindel, Joseph Injaychock and Ryan Nager (Filing 17). The CourtListener docket (last updated September 13, 2026, read 2026-10-20) lists a 'Notice' filed September 3, 2026 (ECF 35) after the dismissal order; the notice is available on PACER only and is not characterized here. No second amended complaint or judgment appears on that docket as of that update.

Herrera v. On Running, Inc. (S.D. Fla. 1:25-cv-23144). Justia lists it as an Americans with Disabilities Act case under 42 U.S.C. 12182, filed July 15, 2025, before Judge Roy K. Altman. The docket shows a plaintiff's notice of voluntary dismissal with prejudice on August 21, 2025 and an order dismissing and closing the case with prejudice on August 22, 2025. The docket entries do not state the claims in detail.

Espinoza v. On Running, Inc. (S.D. Fla. 1:24-cv-21663). Justia lists it as an Americans with Disabilities Act case under 42 U.S.C. 12182, filed April 30, 2024. The docket shows a plaintiff's notice of voluntary dismissal with prejudice dated June 28, 2024 (the copy was last retrieved by Justia that day). The docket entries do not state the claims in detail.

PUBLIC RECORD

Court & Public Records

Breindel et al. v. On Inc.

Dismissed

U.S. District Court for the District of OregonDocket 3:25-cv-01852-IMSource ↗

Dismissed

The CourtListener docket (last updated September 13, 2026) lists a notice filed September 3, 2026 (ECF 35) whose content we did not read; no second amended complaint or judgment appears on it as of that update.

Case details: Breindel et al. v. On Inc.Show less

Proposed consumer class action alleging that CloudTec outsoles squeak and that On did not disclose it (state consumer-protection claims under New York, Pennsylvania and Massachusetts law). On August 13, 2026 Judge Immergut granted On's motion to dismiss and dismissed the First Amended Complaint 'WITHOUT PREJUDICE AND WITH LEAVE TO AMEND within twenty-one days'; the court did not rule on the alternative motion to strike class allegations. This is not a final judgment.

Herrera v. On Running, Inc.

Dismissed

U.S. District Court for the Southern District of FloridaDocket 1:25-cv-23144Source ↗

Dismissed

The docket entries we read do not state the claims in detail.

Case details: Herrera v. On Running, Inc.Show less

Americans with Disabilities Act action (42 U.S.C. 12182 per Justia). The plaintiff filed a notice of voluntary dismissal with prejudice on August 21, 2025, and on August 22, 2025 the court entered an order dismissing and closing the case with prejudice.

Espinoza v. On Running, Inc.

Dismissed

U.S. District Court for the Southern District of FloridaDocket 1:24-cv-21663Source ↗

Dismissed

The entries do not state the claims in detail.

Case details: Espinoza v. On Running, Inc.Show less

Americans with Disabilities Act action (42 U.S.C. 12182 per Justia). The plaintiff filed a notice of voluntary dismissal with prejudice on June 28, 2024, the last docket entry we read.

EDITORIAL

Who operates On

On's company information page says: 'On.com is operated by On AG', a company limited by shares under Swiss law registered in the Zurich commercial register (UID CHE-115.332.641), with its registered office at Förrlibuckstrasse 190, 8005 Zürich. The U.S. Terms say that for customers residing in the USA the contract is 'between On Inc., Portland, USA, and the Customer'. The same page lists an office for On Inc. at 1250 NW 9th Ave., 5th Floor, Portland, OR 97209.

On Holding AG, with principal executive offices at the same Zurich address, is the registrant of the group's annual report on Form 20-F for fiscal 2025 filed with the SEC; its Class A ordinary shares are listed on the NYSE under the symbol ONON. That report says the company has expanded 'since our inception in 2010' (a company statement).

More company historyShow less

On's Terms of sale are dated June 2022 and govern purchases on the web shop; they choose Swiss law and Zurich courts, but say this does not apply where a consumer is mandatorily entitled to the law or courts of their own country of residence (section 12.2).

VERIFIED

Company Relationships

  • Affiliated withOn Inc.
  • Affiliated withOn Holding AG
EDITORIAL

Frequently Asked Questions

Who operates On Running and who is the seller for U.S. customers?

On's company information page says 'On.com is operated by On AG' (Zurich). The Terms say that for customers in the USA the contract is with On Inc., Portland, USA.

How long do I have to return On shoes?

On's pages differ: the Help & Support page says 'within 30 days of purchase', the Returns FAQ says 'within 30 days of delivery', and Terms section 7.1 says 'within thirty (30) calendar days of the delivery date'. Items must be new and in original packaging, and only orders bought directly from On are accepted.

Can I cancel an On order after placing it?

The Orders FAQ describes a 60-minute cancellation window for most countries, available through the account's order page, the chatbot, the Contact Us form or by phone. It says only orders with free standard shipping can be canceled and that changes to order details are not possible after an order is placed.

What do On's terms say if my order has not shipped?

The Terms (version dated June 2022) say delivery dates are non-binding estimates unless On confirms one in writing; if a confirmed date is missed, the customer may set a grace period of at least 15 business days and afterwards withdraw from the order. BBB complaints describe orders unshipped for weeks; those are consumers' statements.

When will an On return refund arrive?

The Returns FAQ says the refund is issued after the warehouse checks the return, which 'can take up to 14 business days', plus 2-5 business days to reach the original payment method. The Terms say refunds are made within 30 calendar days of the returned product reaching the warehouse.

How do I make an On warranty claim?

Use the warranty claim form, which asks you to log in to your account (it also shows a guest option), with proof of purchase. The Terms say the warranty gives a free replacement for production or material defects and excludes wrong fit, normal wear and tear and misuse. The Terms and the claim form page differ on purchases from retail partners; both statements are quoted in the first section.

What does BBB show for On Running?

BBB's profile 'On Running' (alternate name On Inc), Portland, OR, showed on 2026-10-20: not accredited, rating F, 317 complaints in the last 3 years and 87 in the last 12 months, and 1 out of 5 across 62 customer reviews. See the complaint-record section for context.

What does Trustpilot show for On?

Trustpilot's profile 'ON' (www.on.com) showed on 2026-10-20: 1.4 from 473 reviews, 243 in the last 12 months, an unclaimed profile, and a notice that the company has no history of asking for reviews so reviews may not be representative.

Is there a class action about squeaking On shoes?

A proposed class action, Breindel et al. v. On Inc. (D. Or. 3:25-cv-01852-IM), alleges that CloudTec outsoles squeak and that On did not disclose it. On August 13, 2026 the court dismissed the amended complaint without prejudice and with leave to amend within 21 days; the CourtListener docket (last updated September 13, 2026) lists a notice filed September 3, 2026, and no second amended complaint or judgment appears there.