On

on.com

one review

One reviewer not happy with On

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United States 

Shoe store

Created 1 week ago

Updated 1 week ago

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Angel   1 week ago

Mon 06 Jan 2025

After reading glowing reviews about ON shoes online, I decided to give them a try and purchased a pair directly from on.com.

I ordered the Cloud 5 Coast in size 10.5 UK, but instead, I received the Cloudrunner 2 in size 8.5 UK. Mistakes happen, especially during the busy post-Christmas sales period, so I initially wasn’t too concerned.

However, when I attempted to return the incorrect item, the online return form informed me that my order wasn’t eligible for a return. The only alternative was to use the online chatbot, which required answering numerous questions and consumed a lot of my time. The chatbot eventually stated it would raise a "warranty request," but four days later, I’ve yet to receive any status update via email.

Adding to the frustration, there’s no customer service phone number available for follow-up. Should I go through the chatbot process again?

This experience has left me £140 out of pocket and questioning whether customer support for such issues should be more tightly regulated.

I am not happy with On

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