Trust Score 81/100 · 4 sources · 90,115 reviews · updated 16 Oct 2026
On reviews
In short
Is On legit?
Trustpilot rates On 1.4 out of 5 from 470 reviews, and 401 of them (about 85%) are one star. The app stores rate it far higher, at 4.9 from 77,512 ratings on the App Store and 4.8 from 12,132 ratings on Google Play. Customers praise comfort and the shoes themselves, while Trustpilot reviewers report missing deliveries and slow refunds. The app ratings mostly reflect the app, not online orders.
Trust Score 81/100 from 90,115 public reviews across 4 sources, updated 16 Oct 2026. How we score
- Rating sources
- 4
- Ratings counted
- 90,115
As of 16 Oct 2026 · How we score
AI summary
Trustpilot rates On 1.4 out of 5 from 470 reviews, and 401 of them (about 85%) are one star. The app stores rate it far higher, at 4.9 from 77,512 ratings on the App Store and 4.8 from 12,132 ratings on Google Play. Customers praise comfort and the shoes themselves, while Trustpilot reviewers report missing deliveries and slow refunds. The app ratings mostly reflect the app, not online orders.
- Customers report that the shoes are very comfortable for all-day wear, including on concrete floors and long shifts. Many say they have bought several pairs. App Store
- Google Play shows 11,135 of 12,132 ratings (about 92%) at five stars. App Store reviewers also call the app easy to use and fast. Google Play
- Some customers report quick delivery, in a few days or next day, and refunds issued within a day or two of the return arriving. Trustpilot
- Some customers say support resolved warranty claims and wrong-item problems quickly and kept them updated. Google Play
- Customers like the range of styles and colours and say the quality and fit match the description. Google Play
- Trustpilot reviewers report refunds taking weeks to over a month after returns were received. Some report no refund at all after six to eight weeks. Trustpilot
- Customers report orders that never arrived, stayed in processing for two to four weeks, arrived as empty boxes, or contained the wrong or missing items. Trustpilot
- Customers describe support as slow, with chatbots or AI replies, no phone or email option, and repeated claims that the case is being investigated. Trustpilot
- Customers report squeaking soles, mesh uppers tearing or wearing through within about six months, and weak waterproofing. Trustpilot
- App users report update loops, sign-up loops, checkout problems, and discount or welcome codes that did not arrive or did not apply. Google Play
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.4 / 5 | 470 | 16 Oct 2026 |
| App Store | 4.9 / 5 | 77,512 | 16 Oct 2026 |
| Google Play | 4.8 / 5 | 12,132 | 16 Oct 2026 |
| Sitejabber | 3.5 / 5 | 1 | 16 Oct 2026 |
Delivery, returns
and support
How is On delivery?
Delivery reports are split. Some Trustpilot and Google Play reviewers describe delivery in days or next day, and free delivery. Many recent Trustpilot reviewers report parcels not arriving, orders stuck in preparation for two to four weeks, and tracking marked delivered when it was not. App Store reviewers report similar delays and cancellations that could not be completed.
How do On returns work?
Customers report that returns and refunds are the main weak point. Several Trustpilot reviewers waited three to eight weeks for refunds after On confirmed receipt, and one recovered money through a PayPal dispute. Others report a refund the day after the return arrived. An App Store reviewer says only a gift card was offered, and a Google Play reviewer says only one exchange is allowed. A customer who found squeaking after one month was already past the return window.
How is On customer support?
Support experiences are mixed. Trustpilot reviewers mostly describe chatbot loops, long waits for an investigation and little contact by phone or email. Some Google Play and App Store reviewers say support was fast and helpful, including a swift warranty claim. One App Store reviewer calls an agent rude over a late order change request.
How is On quality?
Customers rate comfort and fit highly. Durability reports vary. Some say shoes lasted a year or more, while others report squeaking, torn mesh within six months, plastic lace panels wearing and weak waterproofing. Some customers also say the materials do not justify the premium price.
What customers say
about On
after 1 month they started squeeking. Beyond the return window so £200 thrown away. Would NOT recommend.
They received the item within 3 business days and issued a refund the very next day. It was a seamless experience.
once I tried On shoes, never bought any other brand ever since.
Royal Mail tracking confirms that the parcel was delivered to their warehouse around six weeks ago, yet I still have not received my refund.
I work on concrete floors all day and with any other shoes I get home and my feet hurt me so bad, this has now been my 3 purchase and I love them!!
every pair I have bought squeaks. I was instructed by On customer service to use a file on the inside of sole holes to fix the squeaking.
Questions about
On
Is On legit?
Customers on all sources describe real, comfortable shoes that arrive, and the app stores rate On 4.8 to 4.9. Trustpilot rates it 1.4 from 470 reviews, and several reviewers use the word scam over undelivered orders and unpaid refunds. Others report normal orders and quick refunds. Some customers suggest paying by PayPal or credit card so a dispute is possible.
How long does On delivery take?
Customers report anything from next-day or a few days to two to four weeks or no delivery at all. Quick delivery is reported on Trustpilot and Google Play. Recent Trustpilot and App Store reviews describe orders stuck in processing and parcels marked delivered that never arrived.
Can I return On shoes?
Customers report returning shoes successfully. One got a refund the day after On received them. Others report refunds taking weeks, an exchange limited to one swap, or a gift card offered instead of money. One App Store reviewer mentions a 14 day window to send back the first pair, and one customer was past the window after one month.
Does On reply to bad reviews?
On did not reply to Trustpilot reviews in the data (0% reply rate). On Google Play it replies to about 18.1% of reviews, in a polite, templated tone. The App Store reply rate was not provided.
Is On worth the price?
Many customers say the comfort justifies the price and buy several pairs. Others call the shoes expensive for the materials. Some report squeaking or worn mesh after about six months on pairs costing around 200.
Ask the agent
about On
Try one of these:
Sources
- 511,135
- 4632
- 366
- 220
- 1270
Brand replied to 18% of reviews
As of 16 Oct 2026
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