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On Running complaints

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1250 NW 9th Avenue 5th Floor
Portland, OR 97209 | Get Directions

(503) 222-0691

http://www.on-running.com

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Total Amount in Dispute:
$1,069.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

3 complaints against On Running closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
3	Unanswered

3 complaints against On Running

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4/15/2024

RESPONSE: Complaint was not answered Amount in Dispute: $196.64 Amount Settled: $0.00

Customer Complaint

3/20/2024

My order number is R719756587, the tracking number is 731379764607. it says it's was delivered, but I never received the item. The company isn't doing anything about it. For a purchase that expensive they should have provided shipping insurance. Now, they stopped answering me and don't even care. Resolution Sought I either want a replacement or my money back.

4/9/2024

RESPONSE: Complaint was not answered Amount in Dispute: $700.00 Amount Settled: $0.00

Customer Complaint

3/14/2024

I've purchased On shoes from local retailers with no issues what so ever but this time had to purchase through their website because they issued me gift cards and a warranty claim code. Upon purchasing they only sent updates on some shoes and the others were in the wind. I ended up having to exchange all but one pair and the process was not per their website, and the customer service was awful! It took forever to receive exchanges and when I did they didn't fit either and I had to return them because they wouldn't exchange them. On didnt refund the correct amounts to the gift cards nor supplied me a new warranty code. I've emailed them numerous times over three months plus with no response. I ended up giving up and just purchasing again but they required my debit card info. They ended up charging my card instead of the gift cards. When I tried canceling my order they refused to let me. When they delivered my shoes, only boxes were delivered and not the actual products. Resolution Sought Refund me. I disputed with my bank per their customer service recommendation but no luck.

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