New shoes sort of, and On Running customer s... - Bridge to 10K

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New shoes sort of, and On Running customer service is brilliant:

FlickM3 profile image
FlickM3Graduate10

I love On shoes. The Cloudflyers are my favourite running shoes ever, and I adore the Cloudventure Peak trail shoes. Because I have problems with old injuries, I like to rotate shoes but don't wear the trail shoes more than once a week on average; so I invested in a pair of Cloudflows too, to rotate with the Flyers. I bought the same size as my Flyers, direct from On, as Up & Running, my nearest running shop, only stock dull colours.

When the Flows arrived, I thought they were very roomy, certainly bigger than my other running shoes. I remember mentioning it to Sadie-runs, as she had tried them on and liked them.

I then got a bit carried way and bought some Cloudsurfers too, which proved to be wonderful shoes, very nippy and fast, but were also strangely roomy.

Well, I thought, it's hot weather and I'm running longish distances, so my feet will swell - right? But as time went on, it became obvious that both pairs of shoes were just too darned big. I had a thumb and a half width between my big toe and the end of the shoe, and I was scuffing, kicking my ankles against each other and generally finding running less comfortable as a result.

I contacted On, explained the problem I was having, and that they had advised me to go for the same size as the Cloudflyers, and asked their advice, expecting some sort of mechanical solution to make the shoes fit better. I got an email back saying that, though they were way outside the return period and had been worn, they would make an exception and exchange them. I didn't expect that, and I'm not sure how many companies would have done the same.

Anyway, I duly returned them, using the prepaid labels On sent me. I shortly had an email to say they had got the shoes back, the Cloudsurfers had been posted in the size I requested, but that they couldn't send me the Cloudflows in the colour I had before as they didn't have it anymore, so to specify an alternative colour. I didn't like any of the other colours as much, so asked if I could have a refund - but, if not, to send the almond and grey ones. I was really pleased when they replied and said it was no trouble at all to refund! I'm especially pleased as I really didn't like the Cloudflows nearly as much as my other Ons and didn't intend to replace them once they wore out.

I know this is a smaller company and haven't been in business as long as the likes of Brooks and Adidas, but I think the service is exceptional. The only thing I will say is that their sizing is not consistent from model to model. My Flyers are a size and a half larger than my everyday shoes and fit snugly, though with enough toe room, while the Peaks are the same size as the Flyers but larger, and the Surfers are a half size smaller than that and roomier. Best to try before buying. I was fitted for the Flyers at Up & Running but ordered the others from On, direct and unseen.

So, voila, new shoes!!!

51 Replies
telford_mike profile image
telford_mikeGraduate10

That's great customer service - I think On are a Swiss company which may explain it - their shoes are really popular here.

FlickM3 profile image
FlickM3Graduate10 in reply to telford_mike

Where is here? Uk same as most of us? And they are Swiss. I really hope they never get bought out by one of the giants.

telford_mike profile image
telford_mikeGraduate10 in reply to FlickM3

Switzerland 🇨🇭

bertiesugar profile image
bertiesugarGraduate10 in reply to telford_mike

I never realised Telford was in switzerland, could have sworn it was shropshire. As I was at the Rink on Sunday night

telford_mike profile image
telford_mikeGraduate10 in reply to bertiesugar

Lived there for years - used to take my daughter to the rink on Saturdays!

bertiesugar profile image
bertiesugarGraduate10 in reply to telford_mike

Not a bad place to visit, my sone plays for the Telford Tigers Ice Hockey team

FlickM3 profile image
FlickM3Graduate10 in reply to telford_mike

Ah ... it was the Telford bit that confused me 😊

Sadie-runs profile image
Sadie-runsGraduate10

They are a wonderful company, and am so glad they sorted you out! Other companies could learn from On. I mean, if you get great customer service from a place, you are more likely to continue to buy their products, right?

I do love my Flyers, but feet getting a bit achy after longer runs, so wonder if I do need a wee bit more cushioning. The Cloudaces sound like they might be what I need but they are whopping £170.00! I just cannot afford that right now. :-( So am (gasp!) looking into other brands that are lightweight but offer more cushioning...

Sadie-runs xxx

FlickM3 profile image
FlickM3Graduate10 in reply to Sadie-runs

Could it be that the shoes are wearing? The Flyers are among their more cushioned shoes I think. Or would you consider rotating two different models so that different muscles and areas get used?

It’s ironic that running is supposed to be a cheap sport 😂

Mike (Pinkardvaak) mentioned that he thought the Cloudaces had given him shin splints but the Flyers are still comfortable.

What other shoes were you thinking of (sorry, I am a geek!) xxx

Sadie-runs profile image
Sadie-runsGraduate10 in reply to FlickM3

I have only been running in them for 3 months – so I would hope that's not the issue! It is on the increased distances that I have been getting slightly achy feet. 😥Other than that I do love them so. The Aces are more cushioned, I think, but yes, I remember pink having issues…Pfftt. I have been eying up Asics Dynaflyte – still light, but with Asics lovely cushioning. I have always wanted to try Saucony, so that could be an option. But, I think I will potter up to Runners' Need tomorrow and get their advice. I can keep my beautiful Flyers for shorter runs. :-) xxx

FlickM3 profile image
FlickM3Graduate10 in reply to Sadie-runs

Oh how lovely, you’re going to a running shop ❤️❤️❤️

I had ASICS trail shoes and they were excellent but a half size too small. I tried Saucony when I first had my gait tested, but found them a bit boxy. We are all so different! Anyway, ASICS are probably going to be more affordable tha On.

Green with envy that you are going to Runners Need: Nirvana (not the Kurt Cobain kind!)

UpTheStanley profile image
UpTheStanleyGraduate10 in reply to Sadie-runs

Sadie, why wouldn’t your feet ache when you do longer distances, at least until they’re used to it? Mine do, and my legs, and my shoulders ......😕

Sadie-runs profile image
Sadie-runsGraduate10 in reply to UpTheStanley

Ha ha! Very good point, Sir. 😂

Elfe5 profile image
Elfe560minGraduate in reply to Sadie-runs

Hey Sadie, my one and only pair of running shoes are Saucony. A year on & they are still doing well. 😄

pinkaardvark profile image
pinkaardvarkGraduate10 in reply to Sadie-runs

After getting some replacement cloudflyers and having run with them and also the cloudventures I'm coming to the conclusion that I am just running with an injury. As Im still having issues regardless of the shoe I wouldn't worry about the cloud aces. But that doesn't help with the price.

I found the flyers good for 20k plus but mine started to lose there cushioning under the ball of the foot after 5-600k but could be more as my tracking wasn't great.

FlickM3 profile image
FlickM3Graduate10 in reply to pinkaardvark

300 miles/400ish km is supposed to be about right for changing shoes, so I think yours did ok. How do you find the new flyrers? are they comparable to the old ones with fit etc. I wish On did more interesting colours in that shoe.

pinkaardvark profile image
pinkaardvarkGraduate10 in reply to FlickM3

They are exactly the same, no difference other than colour. I take one size bigger than a dress shoe and that leaves a thumbs length at the end for me.

FlickM3 profile image
FlickM3Graduate10 in reply to pinkaardvark

I'm glad to hear it because i will be replacing mine when they wear out. It's weird, the Cloudsurfers are 8 (a size larger than my ordinary shoes) and have a generous thumb's width at the end, while the Flyers are 8.5 and have barely a thumb's width. It makes it hard to order from On direct. and i won't risk it again. I like the fit on the Flyers best.

orangeguy profile image
orangeguyGraduate10

Good colour Flick 👍 :) . .. I should get a pair of those :)

FlickM3 profile image
FlickM3Graduate10 in reply to orangeguy

You certainly should! I’ve been tangoed!

Dexy5 profile image
Dexy5Graduate10 in reply to orangeguy

🤣

They look... AWESOME.

FlickM3 profile image
FlickM3Graduate10 in reply to Jundal

I’m in love! ❤️❤️❤️

misswobble profile image
misswobbleGraduate10

Good for you If you’re polite it does go a long way to getting good treatment You’re a good customer so deserve it 😃

So, go have fun in your lovely new shoes

I thought about you this morning when i was jogging with my back pack on to do a bit of post run shopping in Lidl 😁🏃‍♀️

FlickM3 profile image
FlickM3Graduate10 in reply to misswobble

Aha! I hope you didn’t have the same ...erm...contention to deal with!

Dexy5 profile image
Dexy5Graduate10

I’m glad you had your shoes sorted out Flick. They know you will go back to them if they treat you well.

I found a lovely pair of brooks in our local independent shop but I didn’t want the one colour they had, so I ordered the same shoe in a different colour. They turned out to be far too small and I ended up with the wide instead. I’m not sure whether the originals were wide but in the standard box or whether the sizes vary between batches. But brooks do have a 30 day exchange/refund policy even after running outside.

FlickM3 profile image
FlickM3Graduate10 in reply to Dexy5

Yes I’ve bought several pairs from them - but I’ve had lots of experiences where the firm couldn’t give a monkeys. Brooks are good that way too 😊

Dizzysmum17 profile image
Dizzysmum17Graduate10

I love the colour! x

FlickM3 profile image
FlickM3Graduate10 in reply to Dizzysmum17

Me too 😊 My Cloudventure Peaks are orange too but deeper x

misswobble profile image
misswobbleGraduate10

Nah, no contention, just deciding what not to buy as I had to cram whatever into my small rucksack 🙂

FlickM3 profile image
FlickM3Graduate10 in reply to misswobble

I have a stylish purple granny trolley, but I’m not sure about running g with that in tow 😳

Slinkymalinki profile image
SlinkymalinkiGraduate10

What great customer service in this day and age! I'm still very attracted to the Ons even though I'm loving my new Hokas. I think the Ons are definitely a more attractive shoe with funky colour ways. As my Brooks are pretty shabby now I ought to consider another pair to rotate. I will need to investigate the Clouds further as the flyers I tried on were a bit narrow for me.

FlickM3 profile image
FlickM3Graduate10 in reply to Slinkymalinki

Ah, try the Cloudsurfers, they seem to have a wide toe box 😊

mountaindreamer profile image
mountaindreamerGraduate10

Oooo...love the bright orange! That really does sound like impressive customer service too. 😃❤️

FlickM3 profile image
FlickM3Graduate10 in reply to mountaindreamer

The orange is awesome 😊

Fantastic customer service and now we all know so may well look into buying this product next time we need new shoes. 😊

FlickM3 profile image
FlickM3Graduate10 in reply to Jelon

They are fantastic shoes too 😊

Elfe5 profile image
Elfe560minGraduate

I love all your reasons for a great muchly of shoes! 😂

FlickM3 profile image
FlickM3Graduate10 in reply to Elfe5

😂😂😂 quite genuine though. We should rotate shoes, and we should replace them every 300 miles ish. They might still feel ok but invisible wear can be damaging, leading to injury. It’s a bit of an outlay - especially for someone on a small pension like me, but once you have them they take longer to need replacing because you are using more than one pair...

Elfe5 profile image
Elfe560minGraduate in reply to FlickM3

Ah well, my one pair just get rotated in & out of the shoe basket! 😂

You are allowed to say “I told you so” if I have bother when I change them! 😄

FlickM3 profile image
FlickM3Graduate10 in reply to Elfe5

That made me chuckle :)

Great customer service.

I tried a pair of ONs once, but not for me, I found them very hard underfoot, not at all cloud like. It was like running in shoes with a hardwood sole. 🤨

Probably because I’m use to softer cushioning.

FlickM3 profile image
FlickM3Graduate10 in reply to Clara1234567

I've read reviews about them when the reviewer thought the same, then into the run they suddenly clicked for them and the clouds seemed to soften up and they fell in love with the shoes. They worked for me out of the box, but I'm used to flat shoes like Converse and bare feet :).

Clara1234567 profile image
Clara1234567 in reply to FlickM3

That’s interesting, maybe I didn’t give them enough of a go then.

FlickM3 profile image
FlickM3Graduate10 in reply to Clara1234567

I suppose you would need shop that let you return them if you're not satisfied. Also maybe try some other models of On as they do vary in cushioning and response.

Those shoes look fabulous! I’ve found I need a larger size for my running shoes - not sure why...?

FlickM3 profile image
FlickM3Graduate10 in reply to MadDave

I take 7 in day ordinary shoes and these are 8, my Flyers are 8.5. It's normal. If you don't have a thumb's width between longest toe and the end of the shoe, you also risk black toenails, as I discovered after doing 8k across country in a pair of Asics trail shoes that were a half size too small. Took months for the black in the nail to grow out.

Flyingred profile image
FlyingredGraduate10

The shoes look fantastic. You're lucky – the men's range are in dull colours in comparison to yours!

FlickM3 profile image
FlickM3Graduate10

They have orange in the men’s too

on-running.com/en-gb/produc...

You often have to order direct from On to get the nice colours. I got my Cloudflyers from Up & Running, and they did just one colour, a very dull dark green blue

I have followed you advice and bought a new pair of On Cloud running shoes. They feel and look like things of blue denim beauty. And so light with 'quality' seeming to ooze out of every lace hole.

I have not let them loose yet on actual running - mainly because I have not worked out the lacing. They came laced with stretchy laces, and also some ordinary laces, so I will need to spend some time working out some Cat's Cradle moves to get me out on the road.

FlickM3 profile image
FlickM3Graduate10 in reply to Duddles

Ah you bought the Clouds. When I ran in those, I used the stretchy laces but tied an extra knot in them

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