In-store shopping
Yes
On NYC Flagship Store in New York
Categories
Location on the map
New York, New York County, New York, US
Service options
Delivery
No
Accessibility
Wheelchair-accessible entrance
Yes
Wheelchair-accessible lift
Yes
Wheelchair-accessible car park
No
Crowd
LGBTQ+ friendly
Yes
Planning
Quick visit
Yes
Payments
Debit cards
Yes
NFC mobile payments
Yes
Credit cards
Yes
Phone: +1 212-933-4070
Site: https://www.on-running.com/en-us...
Site: https://www.on-running.com/en-us...
Opening hours
- Monday:11AM–7PM
- Tuesday:11AM–7PM
- Wednesday:11AM–6PM
- Thursday:11AM–7PM
- Friday:11AM–7PM
- Saturday:11AM–6PM
- Sunday:12–6PM
Comments (199)
If you visit the store on the weekend, there might be a line. So be prepared to wait a bit. The staff was really nice and friendly but sadly because of the great rush most shoes were already sold out.
Very unimpressed. I enjoy their shoes but would rather shop them elsewhere. Didn’t mind the wait to get in as much as the lack of customer service. The girl we were assigned to help us acted as if she couldn’t care less to be working there. She brought out one pair of shoes to try on and then never checked in again with me. I got up and left. The other employees paid no attention to us either. And this was after i had just read about the goal of the store was to be on a superior level with guest-employee interactions. Hilarious. Seeing other poor reviews along these lines, it just shows that the company is not in touch with the hiring and training of their staff and ensuring a positive customer experience.Won’t be coming back anytime soon.
Tale of two extremes. Loved the shoes hated the store. You are better off ordering the shoe online and using the free return if you do not like it. Had an horrible experience at the store, the employee was very rude, his whose overall attitude was we are a popular brand, we dont really care if you shop here. Spent 25 min being shuttled between one place to another in a rather rude manner multiple times. Was asked to sit on a bench, which soon became part of the running track, then asked to line up in front of the door, which became a no-go zone, was then asked to move back and forth two more times without any explanation. At this point the employee suggested I am better off leaving the store or waiting outside. Only after all this was I deemed worthy enough to see the shoes. All this happened to me while another customer who came after me, did not face these challenges and was served before me. Maybe I was deemed as not a worthy customer. Left a rather bitter taste. I might still buy the shoes but will never fo back to the store again. I must add the person who finally helped me choose the shoe was rather sweet. He improved the experience.
Ziggy is amazing! So patient, soft spoken, and helpful. I’m a tough customer and she won me over. I read the reviews about customer service before going to the store but my experience was completely different! If you go when it’s not busy, the staff take their time to educate you about the shoes one on one.
I frequent the ON store on a weekly basis since I run with them every Wednesday. The staff and everyone is super nice and helpful. The flagship store in soho has shoes ranging from everyday wear to running shoes as well as hiking for those who like to go for an adventure. Expect long lines on a daily basis, especially weekends because store is not as huge, but sometimes good shoes and products, such as ON, is worth the wait!
I came to the store with intention to buy my first pair of running shoes in almost a year, since I got a pair at this store last year. I had to wait a few minutes because they were at capacity, which was fine, but really unnecessary since I felt it was self-serve, based on the amount of (non) service I received from Francisco, who apparently is a Manager. Yes, it was busy, but he was quite rude to another customer requesting help. He could learn from the sales associates, several who offered to help me, and apologized for the Manager when he completely disappeared...unacceptable, as the associates should not have to apologize to a customer for their rude Manager. While I was waiting...and waiting on Francisco to reappear and help me make a final decision between two pairs, I ordered a pair of On shoes online. From another retailer.
Great concept! You start off by getting recommendations from a shoe advisor who works with you one one one. You then try out those recommended models and any others you might be interested in and then proceed on to picking color options. I will be running a half soon and ended up with the Cloud Stratus 2. It’s the best shoe I’ve ever had and Im now apart of running on clouds so thank you ON & thank you Ziggy.
Terrible store shopping experience. The people working are all very nice and helpful but the NYC store makes you wait on line outside and then move to benches inside before you can even look at the shoes. They basically wait until a salesperson can escort you through the store wall with the claim that’s it’s too complicated to understand the different shoes without someone to talk you through it. It’s the only store where they actually make it hard to browse. Much better off going to Kith down the street.
Short summary: dont waste your time. Go to REI or some other shoe store that probably has a selection of other brands shoes to try on. Read on if you want some details.So I gotta say this was the worst example of a flagship store Ive ever been party to. If this is how you want to portray your company, Im going all-in shorting your stock. First off, my wife and I had to wait over an hour to get in. She needed new shoes from walking all over NYC. She already knew she liked On, so she figured she would just try on a few pair and grab something to take care of her feet. While we were waiting in line she started browsing the website to find what she may want. The doorman was nice and apologetic to us for the wait, which was a good start, but thats the limit of the pleasant experience here.Literally nothing my wife found online was available at the store for trying on. Ok, fine, she says, how about this one on display here in my size... Nope, thats not available.The actual attendant helping us seemed like she was doing us some sort of favor just for being there but offered nothing to try on or any alternatives. We must have been interfering in her day by asking her about what models she actually had in stock in my wifes size. It seemed like a joke to her that we would ask for these shoes in the flagship store. She tells us we can order what we want online and get special shipping by adding a code to get the shoes to us in 5-6 days. This was her answer for everything.Whats the point of us coming here? Why have a store if youre just doing online sales?If you have to send your customers online to buy the shoes they are looking for, you are not a flagship store. At best youre a really poorly executed concierge experience. Try carrying actual stock in what you are selling so you can sell shoes. That seems to me to be the business youre trying for, but failing miserably at.Ill pass On this brand.
Tried on the cloud shoe and Shanell was helpful in ascertaining that it was best for me and my outdoor activities. She was attentive, supportive, and super charismatic.
Welcome to the sneaker store that makes you wait in not one but two queues before you even get a chance to look at their product. We waited in a 6 person line outside in the sun for 25 minutes before realizing that once you got the lucky and very fortunate opportunity to enter the store, security would rudely TELL you to GO sit down and you are not allowed to browse until you get a sales associate. I peeked around back to see their sneakers and the security guard yelled at me to go sit down. No thanks, I can take my business elsewhere
Shanell was super helpful in helping me find my first pair of On shoes. Super excited about them.
The store has a nice modern design. It is frustrating that there’s such a long wait to get in and they should share this on their website so you’ll know about it ahead and perhaps can sign up for a spot in “line” without having to go to the store. While there they take good care of you and it’s a little cramped inside. They dedicated a lot of space to the front area of the store that does not really air in the train shopping experience and takes up like 1/3 of the store so it’s far too cramped inside and makes the wait very long to get in. The brand is popular and this is a bit of a downside to this retail experience.
We came today, and everyone was very hospitable and welcoming. Special and sincere thanks to Manny who went over and beyond to make sure everything was perfect for us. He is an incredible person who genuinely cares about the satisfaction of his customers. Thank you for the great interaction.
I have heard much about this brand but have never been able to try the shoes on until today. The store had 20+ styles on display and the customer service attention provided by Shanell was outstanding. She was patient with me trying on a handful of shoes and answered my questions succinctly. She offered free water and even asked if I wanted some of her trail mix! She was the best. Thank you Shanell!
Shanell was amazing as soon as I walked in she came and welcomed me. So professional and helpful. I told her what I needed and she made it happen right away got me in and out just what I needed. Definitely recommend going there.
The store has a variety of sneakers, but the supervisor called Francisco is very rude. He gives you an attitude every time you ask a question and he walks showing off his muscles thinking he is the one. He also has a coffee and skeletal tattoo on his arms. Run from him. Shawn is a very nice man, he really helps you and know how to treat people he should be the supervisor or manager. He is the man to help you! Ask for Shawn
No idea what is wrong with them trying to be super “exclusive”. I came in here on a weekday afternoon and the guy at the front told me there’s 2 parties ahead of me and the wait is 20-25 minutes… since I had some time to spare I decided to wait. Last year when I came here I was able to browse and look at the sneakers myself. I don’t know what they are trying to do, this system turned away MANY MANY customers. And in the first 15 minutes I sat there, I saw 3 parties leaving the store but the line did not move at all. And almost 30 minutes later, finally someone was able to “meet” with me and I left the store after 5 minutes when they didn’t have what I wanted. I wanted to come in and try my size, but maybe it’s better to just order them online and return them if they do not fit because time is money in NYC. And they wasted a lot of people’s time.
Waited 2.5 hours in a virtual line. The guy at the door told me the wait was 1 hour 20mins. So eventually I got the message to go back and I was told there was still too many people in the store so I had to wait outside for another 5 minutes. I finally got seated and had to wait another 10 minutes for staff to help me. Then I picked out my shoes and they had not got my size. So I picked a different pair. No size in that either. So I finally asked what have you got in my size. “Nothing” waste of a day. Buy online. I’m also size 9us not out of the ordinary.
Scam. I’ve been here twice. Both times waited in a long line. Both times they did not have ANY of the shoes that were on display that I wanted. They have a bunch of stuff to try on but when you actually want to buy, it’s not available. They then suggest to help order it for you. And it’s so annoying because I could have just done it online myself instead of waiting in line for nothing. Don’t call it a flagship store if it’s just a marketing strategy for visibility.
Sean customer service is always consistent and a pleasure to deal with. Love your store product. Sneakers is the best one Ive worn which supports by back and Achilles. Achilles pain went from 9-5 after I start walk run in your sneaker.
If you want to try on their shoes, just order some online and avoid this store. This store does not allow any freestyle explorations; instead, they will have you wait for what looks like “guided tours” of their shoes. This sounds nice but the issue is that it is such an inefficient method. I waited for 15 mins outside the store before they put me onto a bench inside facing a wall (yes a wall). I spent another 15 mins waiting for someone to give me a tour that I did not ask for, before my patience ran out and left. A total of 30-40 mins of waiting and I saw 0 pairs of their shoes, not mentioning trying on any. This is really bad customer experience and the staff don’t look like they feel sorry about it in any way. The concept of having some tours is nice, but the bottom line is, you should just allow customers who want the traditional shopping experience to have that.
This place SUCKS. I went all the way there to exchange a pair of sneakers that I ordered online. Was told they don’t take back online orders. Then they make you sit and wait in line to even look inside the store. Notably, Covid protocols have been over for months. Such weird energy in there. Will not be going back.
We visited the store and it was an amazing experience. Lauren went above and beyond, she was caring and super friendly, she explained the difference between shoes and made sure we left happy and excited to come back in our next trip for our next purchase.
Shanell was fantastic! Super patient, nice, knowledgeable and fun to shop with. She helped both my husband and I pick out shoes and we were on the fence but pulled the trigger on 2 pairs because of her enthusiasm and love of ON!!! I have worked in retail in management for 30+ years and I would hire her in a second! What a keeper… we will keep coming here to see her whenever we are in NYC. My faith is restored in getting good help in a retail store! THANK YOU SHANELL and ON! xoxo
Nice store. Excellent service. Very friendly staff
Shanell was amazing! I told her what I was looking for and my preferred comfort in a show and she was able to direct me to the best shoe immediately. Can’t wait to start training with my new sneakers.
They have a great setup to try all the shoes you want and will never lack your size. They also have a virtual que so that you don’t have to wait in line. Definitely recommend.
35 min wait on a Friday at 3 for whatever shopping “experience” they have to offer. While I like the shoes, I don’t wait to go shopping. They should figure out how to increase capacity to match demand
Shanell is fantastic! She is so knowledgeable and fun to work with. She helped me pick a great pair of shoes and it was a pleasure to talk with her! Great experience from start to finish!
This place is anything but a Flagship store!! Better close it then have upset customers! Don’t ever go here and waste your time! It is ridiculously long wait times. They told me I have 30 mins wait time and have been waiting for an hour still 10 people in front of me. The new queueing system they say they mmuse seems to not work effectively! One is better off to buy the shoes online and return them for free! Also they should put a time limit to visitors. I got a text back 2 hours later that it is my turn. I have never had a such a ridiculous experience to try shoes on!
Shanell was a great help! She was super friendly and helped me pick the right shoe for my workout. She was personable and made me excited about my purchase!
Sat for 10 mins waiting for a 1:1 specialist. The service was abysmal, the didn’t have the size on the shoe I was looking for but she didn’t even ask what sort of activity I wanted the shoes for. I had so many questions since they have so many options but she felt bothered the entire time and I felt unwelcome. Left empty handed. Will purchase online.Stark contrast with the running club people they send around gyms to get you to try the shoes. I came to the store on their suggestion. Shame
Store is a mess!! Almost all 6 pairs of my ex favorite sneakers I get it on line , first pair bought 2019 at Tip Top shoe store at West 72 st.. last one in flagship store in June 2022..And the newest pair I had on my foot for maybe 25-20 times is showing how the quality of the materials are going down drastically ..worn out soles and upper material !!!Not my favorite shoes anymore !!!
Front of store associate was being difficult in the sun 90 degree weather with letting people in, but Manny was super helpful in the store with recommendations and helping with sizing. He was really nice and super knowledgeable!
Took a while to get in on the weekend. But they are the only one in the world really so totally worth the wait. The staff is amazing and incredibly helpful. I highly recommend making an appointment prior to entering the store.
I went in to exchange as well as purchase another pair of shoes. The woman helping me quickly spoke about me to another worker, said I couldn’t exchange my shoes even though I never wore them outside, took away the 2 pairs of shoes I was ready to purchase and walked away while rolling her eyes. I never complained or gave attitude and walked out visibly upset especially because it felt like i was treated like I shouldn’t be there
This is strictly a compliment for the online store and website:Team On immediately sent out two pairs of laces to replace the old pairs upon request.No charge for item or shipping.I’m in.
I could not recommend this store even more. I received amazing customer service from Shanell!! She was so kind and helped me find the perfect pair of running shoes.
What a terrible experience. There’s a woman security guard who thinks she owns the store. She insulted us and told us to leave. I’ve been twice and the employees think that they are gods. They don’t let anyone in to buy a simple pair of shoes without saying that we have to wait 3 hours. This is ridiculous how they treat customers.
SHANELL! OMG I cant say enough good things about this angel. She offered me water, paper towels cause I was a sweaty mess. She made me feel like royalty. This is my first in store experience with On and Im happier than can be. I was only going to buy 1 pair but she was so awesome I bought 2.
Weird customer experience. They make you wait in line under the sun. You finally get in, you still have to wait in line.Oh and they’re playing hard 2000s emo screamo music in the store.If you like having a hard time shopping, this is the place to go.
Shanell was amazing! She helped us find the most perfect shoe for both me and my fiancée! Highly recommend Shanell for any of your needs at the OnStore
Shanell who helped us was great! They have a huge selection but had the strangest ”virtual line” to get in. You have to essentially put your name on a waitlist before you can enter the store.
Great shopping experience. Virtual wait list was faster than expected. Shanell was very knowledgeable and helpful with recommendations. Store layout was well organized.
The staff at this store was very helpful, especially Shannel. She answered all my questions and made sure I had the shoe that fit just right.
Shanella was awesome, super helpful and knowledgeable! I tried on about 5 pairs before I found the right ones and she was super fast getting me each pair.
Bought my first pair of ON’s at the flagship location! The service was so good I found the perfect pair in under 15 minutes. Thank you, Shanell :)
There is a stupid virtual waitline thing going on here evertime I get there. Most stupid thing I have ever seen.So many people come and leave. They want you to spend money cross the streetcoffee shop by handing you 10% coupon. I wonder if ONs higher management knows this.Hellooo I am here to purchase shoes, just let me in.
Shanell is the best part of the store experience - thoughtful, relatable, professional! She brings the energy to almost balance out the outdoor 45 minute wait in the heat to enter the store.
Shanell was very helpful to get my dream shoes! Thanks!
Shanell is the best retail sales clerk we have met in New York. She knows her shoes, the inventory and was an absolute pleasure!
Hats off of Sean who helped us out.He was above and beyond on everything we purchased. He made sure at the end that everything we bought were right sizes and remembered every shoe with sizes we asked for trials.Ready to wait but it’s worth.
Shanelle is the best! She helped me pick out the sneakers of my dreams. She’s patient, kind and a great saleswoman.
Mixed Pros and Cons , it is great having a personalized attention 👍🏻it is to bad that for the price of this sneakers they cant have a 3D scanner device working 👎 if you add to this that is about 2 hrs waiting list then is disappointed, but at least the sneakers are good quality and the girl that attended us was kind and patient.
Shanell was absolutely delightful and so helpful! She was personable, joyful, and present to what I needed, and made my whole experience here smooth!
A bit of a wait but AMAZING service and very comfortable shoes with lots of options to try on. Shanell was amazing and very fun to talk to and helpful!
Excellent experience. Amazing selection and customer service went above & beyond. I bought two pairs! Sean was such a huge help, thank you!!!!!!!
Shanell was very nice and helpful. It was a great experience being in store. Can’t wait to try my shoes
The shoes are great but the waiting policy is faurstrating.. They told me to come after 90 min waiting and they waited me also another 30 min ..it is unprofessional way to deal with customers…
Always a joy coming into the ON store. Great shoes and great employees like Shanell, who was super helpful while dancing the day out!!
Shanell was so knowledgeable and helpful today! We found a great pair of sneakers.
ShanellFirst time to the New York storeYou made it a fantastic experienceKnowledgeable, trustful and patientThank you for making our experience a very positive one
Shanell great experience with her could have wanted someone else to help me pick shoes !
This was my first time getting assistance with getting a workout shoe, and I thought it went well! Peter helped me and was happy to answer all my questions and make sure I got something tailored to my workout routine. My one note to their corporate office would be to stock the store better because I overheard other customers’ choices were out of stock and mine was as well, but it’s not the store’s or any employee’s fault that it happened. Excited for my shows when they become available!
Shanell helped me with my new shoes and she was very kind and effective. I would go back for another pair!
Everyone is so nice and friendly! Very helpful. I hate going into shoe stores because I always have to get men’s sizes and they didn’t even skip a beat. The shoes are amazing as well. One of the most comfortable pairs I’ve tried on.
Shanell was the best!! So helpful and found me the exact sneakers Ive been hunting for.
Shanell was a very helpful sales assistant, and help me found the perfect pair for me!
Had an amazing experience at this store! The customer service was truly fantastic; the staff are all super knowledgable about the products and really take the time to give you the help you need. Adrian specifically was great in helping me pick the right pair!
Such a lovely personalized experience! I always have a bit of anxiety finding the right running shoes, but Sahar helped me navigate the various kinds they have with ease and efficiency. She was so kind and not pushy, I really enjoyed my experience and will definitely come back for my future running shoes!
Shanell she was so helpful and insightful in getting my first on shoes! Great store
Shanell was SO helpful - she was so patient and very funny! 10/10 would recommend asking for Shanell or Manny to help!
Shanell helped me in store with my shoe fitting. It was my first time at ON and was seamless experience.
Shanell thank for help and support in finding the right shoes that fits me. Amazing how experience.
Got my first pair, the experience was very seamless and staff are very helpful/knowledgeable, I had someone with me thru the entire process and got the perfect pair for my lifestyle. Plus they monitor social distance and capacity which was wonderful. Loving the cloudswifts so far, great for jogs and day to day!
Great service, welcoming staff.Each gets a personal treatment.I wish all the sizes were available, but unfortunately I had to compromise on the model I wanted.
Hard working staff.its Not a big store so we had to wait on line to get in but that looks like the norm in that area when it comes to the store lines . but once we got in the staff was very helpful and me and my family end up getting a couple items.
Shanell was the best she helped me get everything I needed. Everything was perfect
Came to the store to try and buy a hat at 4:15pm, on a day the store closes at 5pm. There were 6 people in-front of me to enter, and the lady tasked with managing the line decided the people in front of me “might be the last ones inside today.”
Walked in behind two other people, was aggressively directed to a bench inside the door and told it would be a 20-25 wait (sorry, is this a restaurant or a shoe store?). Just wanted to buy a pair of shoes but turned around and walked out.
Don’t bother visiting this store in person… 1-hour long waits just to get into the store (literally at all times of the day)They should just put a queuing system (QR, or iPad) in place. I was in line and only moved because people left the line from waiting too long.It really does not make sense for a store to operate like this, not everyone needs assistance to get personally fitted for shoes or apparel. If it’s store capacity/covid they are worried about, none of the workers wear masks either.
One of the male employees was very rude. We wanted to ask him a simple question and he said just a minute and pretended to be busy. Then just left us. If you can’t spare a minute to answer a customers question then why are you even working here?!
Go online and buy your shoes. They artificially create a line which causes you to wait unnecessarily long and then make you move several times before you can even see any shoes. Don’t waste your time.
Most inefficient place I’ve been in a while. After a long wait (hour and a half), they transferred us to 3 different benches until someone came over who wasn’t an “advisor” so couldn’t help 😩
Shanell did a wonderful job helping us out. Will return to get my next pair!
Terrible experience. I have bought On shoes for years online, but when visiting the store, there is a line formed outside and they won’t let people in without one walking out and even then, did not let people in. Waiting for over 30 minutes and decided it wasn’t worth it. Absurd and unreasonable. This will deter me from purchasing shoes in the future.
Chanell was so helpful with finding sizes and color ways. Such a great experience will definitely come back!
Had a very convenient visit. Shanelle recommended me the most appropriate pair & even gave me a bottle of water while I waited :)
I loved my experience at On! Ive followed the brand for a while, and the store experience exceeded my expectations. The store was clean, fun and exciting. Most importantly, the staff was very knowledgeable and helpful. They were able to pull multiple styles and sizes until we found the perfect fit. Im excited to start running!
This ON NYC EXPERIENCE WAS SO EASY AND WELCOMING!I’ve had quite a few unpleasant experiences, HOWEVER IT SEEMS THISE DAYS ARE GONE!I was greeted as soon as i opened the door by an amazing smiling and informative employee! He then came back to check on my progress and showed me the lay of the land!Then after he set me up with a new option of shoe, the next employee who brought the shoes to me was also amazing and attentive! He even wiped off the shoes before selling them to me! For me, it’s the small things!I’m upset that I got no employee names this time around, but I’ll be back! They were above and beyond and should be mentioned!
The staff are attentive, super helpful, and very knowledgeable both about the brand and running in general. Everything from the friendly staff, cool aesthetics of the store, and quality of the shoes made for an all around great experience. Highly recommend!
Very fast service, knowledgeable and friendly staff, limited supplies, but I was lucky
I will start by saying everyone was very nice and seemed to know the products well otherwise this would be 1 star. The problem is that they are not good at helping getting the correct shoes for the individual person. My husband had tried on three shoes chosen by the associate and ruled out one. So he was trying to pick between the last two, one being supportive and the other more cushioned. The associate was saying that the supportive would be better but never really explained why. My husband went with the more supportive shoe on his recommendation. He then went on a run today and had to stop after a few minutes and take the shoes off because they were so uncomfortable for running. Now that he’s worn them outside we cant even return them and he is never going to wear them again. They need to have a better system for people purchasing running shoes because walking and running in shoes feels completely different and there is no way to test running in them before purchasing them.
Shanell was wonderful and helpful would definitely come back to her
I absolutely love this brand and my experience in the store was a great one. I love the fabric of the apparel they carry as well as the wide variety of shoes they offer. The staff was very welcoming and knowledgeable about the different products. I would definitely recommend stopping in to check them out.
Brendon was the most patient and helpful sales person. He spent hours with my husband and I picking out the perfect shoes, and my husband has hard feet to fit, and many pieces of clothing that we are so excited to wear. I recommend everyone going to this store, ask for Brendon and see how wonderful he is. The experience was 100%
Nice looking products terrible shopping experience - you have to get in a line, wait for someone to attend forever, because I guess the brand thinks customer are not smart enough to browse by themselves…
The staff here was super knowledgeable and and helped me find a great sneaker for working long hours on my feet (I’m not a runner but this brand is soooo comfortable). The store set up is pretty cool too. Definitely will shop in store for my next purchase instead of online.
Shanell was amazing! She helped me find the right fit and style.
Just bought my second pair of Ons and had a great experience in the shop. Everyone was so helpful, and Kenny knew everything about the shoes. Plus he was so patient (and gave his own style tips) with my debate over colors :) they are true experts and I love the shoes!
Shanell was really helpful in store! Offering suggestions and answering all our questions.
Shanell was super helpful and knowledgeable about the shoes. She got me what I needed!
Shanell has been fantastic at helping us today. 10/10 customer service
Comfortable shoes, very awesome service. Staff on 5/5/22 early afternoon were great.
Shanell was very helpful and kind. I quickly found the sneakers I was looking for.
Shanell was fantastic in pairing me with the perfect first ON’s
Shanel was very helpful and patient in helping me pick out the style for me.
Shanell was so helpful with finding the right running shoes for me!
Great 1:1 experience finding a pair! Shanelle was awesome and very helpful
So i ordered 2 pairs of sneakers on line. #1 is that it took over 2 weeks to get the sneakers and when they arrived one runs big and the other runs ok. I tried to find a customer service number to call and it is no where to be found on line. I call the store in NYC and asked the sales person why they do not mention the shoes i bought run big and the only answer i could get was he will let the company know and said i can come into the store. I live 1 hour away and it would cost me more in gas, tolls and parking than what the sneakers cost. Packing up the sneakers and they getting returned. $250 less on there sales becuase of lack of caring and lack of customer service gets a 1 star.
Had a great experience at the store from the moment I stepped. Everyone was so inviting, and welcoming. I’m glad I was patient and waited in line to get in 🤙🏾
Walked in and waited for about 5 minutes before receiving help. They can get crowded and the shoes are great. The employees are very helpful, if you are able to get ahold of one. They are understaffed and the shoes are not cleaned after each use when being tried on. This was concerning when considering Omicron. Social distancing is almost impossible.
Shanell was so helpful! The process was super pleasant and efficient!
Worst shopping experience ever. Staff didn’t care about anything and we waited for pretty much nothing. Buy online and don’t even waste your time with this place
I used to love come to the store, however today June 13 was such a disappointment, the staff in the front have zero patience, did not give clear direction on where to go and how long is the wait.
Extremely rude employees who did not make us feel welcome at all! We are from the South (with accents), and they had an attitude of us being beneath them. My husband had to have shoes from being uncomfortable walking, so we had to purchase. Although I wanted to purchase a pair I would not purchase a pair under any circumstance after dealing with them. My Childrens mask fell below their nose and they were very harsh in scolding them about it.
Excellent service. Great shoes - although they were out of everything I wanted.
Jules and Alfonz (probably spelling their names incorrectly) we’re very helpful and informative during my visit! Definitely would come back!
A+ store experience. Staff is knowledgeable, friendly, and accommodating. They have a good variety of products for whatever you might be looking for (casual or training products), and cool technology to size your foot accurately and recommend shoes based on the way you run - very unique
Im so disappointed by my purchase from this store. Im a big fan of on running and have previously bought all my running shoes from them since 2015. Ive mostly purchased my shoes from speciality running stores with expert customer service to get the correct shoe.It was my first time here and I figured I would buy the usually cloud flow I always get but they recommended another pair for more support which was also more expensive. Ive bought them and tested them out only a couple of times and the shoes cause me bruises! Ive never gotten bruises from breaking in sneakers, ever! Sometimes small blisters but never bruises. I literally cant run in these shoes without having pain after a few minutes. Its really annoying because Im over the 30 day return policy by literally just a few days and they wont let me return them. Now Im stuck with expensive shoes I cant run in.Everyone who works here is nice but in the future I will only buy from a speciality running store to get better expert feedback.
Shanell was great and super helpful in helping me find my shoes!
Great experience. Peter was really kind, offered great advise. Thank you Peter!
Great experience!! They were extremely helpful and kind to my mom
Cool fast and great place. Seems shoes run smaller than your usual size
Shanell was amazing. Professional and personable and sweet and helpful
This store is miraculous. The employees hold vast knowledge of their products. They listened to me and gave me every ounce of the attention that I needed. Their personalized service requires a wait sometimes, but it is well worth it! Great job On! You have set a new bar for retail.
Literally when they said it’s like walking on clouds I thought they were exaggerating but it’s sooo good ✨Brandon helped me with everything and he was so patient ✨
The store is beautiful with a cool display of On’s shoe and apparel lineup. The staff is extremely knowledgeable and friendly, they knew the best shoe for my needs. Overall, I had a great experience and would definitely return for my next shoe purchase!
The people couldn’t help finding the right size and they didn’t seem much interested. Many sizes and colors are sold out which is bad. Also, the cloud waterproof is really waterproof BUT its as slippery as ice on almost any ground, regardless if rainy or not. These need fixing urgently! I keep wearing them but sometimes almost dying here. I bought some for my old father too and am worried. He said they are slippery too. Same goes for the normal non waterproof ones.
I came to the store with the full intention of buying shoes. But now I do not recommend this store (and possibly this brand for supporting this kind of customer experience) at all! Well over a 30min wait on a bench behind a wall separated from the actual shoe room (and on the sidewalk on a sweaty humid summer NYC day) just to have a look at the shoes. They also close right when most people start to get off of work, so have fun bailing on your job to come wait on their bench (or outside) just for a chance to look at their shoes let alone buy a pair. Probably the worst retail experience I’ve ever seen/experienced in my life. Don’t recommend giving this brand your money or your time (at least based on this store experience). There are far too many great shoe brands out there for this company to treat potential customers this way.
Great products, cool store. Customer service not so much.
Shanelle was very helpful today and answered all our questions patiently!
Shanel is amazing!! had an amazing experience so helpful and great.
I love this store! While there’s often a line to get in, it’s worth it. The On team gives each person individual attention and care, ensuring everyone gets exactly what they’re looking for. If the product isn’t available in-store, the team will order for you to get your items delivered at home.
Unique in-store experience with seamless technology for sizing and running analysis that recommends shoe models accordingly to runner’s profile. Can’t wait for more On stores worldwide!
Horrible line for no reason other than marketing. We waiting outside for almost an hour (15 people ahead of us) then another 20 mins in another line inside. Ridiculous.
Great store and great staff. The wait time is a bit long but its Covid so w/e I understand. I was looking for some comfortable walking sneakers in more vibrant colors than the typical white/black nike look. They look FABULOUS.
Great flagship store. Shanelle was lovely and super helpful.
Shanell is the best she really helped me out.
Shanell was very helpful and the whole experience was quick!
Went to the store with the firm intention of buying one or two pairs. First of all, they make you sit in the waiting bench even while the sales person that will summon you to enter is free and already looking at you. Then, they make you decide on model and size trying the most horrible colored samples and only then will they bring you the color that you like, but wont allow you you try them on before you buy them. Sorry, I worry about the looks besides the fit... Id like to see how a black, or white, or whatever color sneakers fits me and not a maroon one that Id never buy. Finally, after all of this and reluctantly deciding on a model and color... an almost 10 minute wait and they come to me to tell me they dont have it in stock and that I should order on line. Facepalm emoji.
If you like the brand it is good but there was a long queue.
Great staff and very cool store layout. Sample Shoes available right behind the shoe rack for easy try on. Shoes are very lightweight and comfortable. I switched from my bulky Hokas - big switch but these are much lighter.
Great shoes but this location is an absolutely terrible shopping experience. Currently they serve what seems like 4 people at a time which takes about 30mins. The waiting area is sun facing so you’re sat waiting in the heat either inside or outside. Go to a different location entirely, it’s horrible.
Out of stock on the shoe that I was looking for ! Ordered it online but it arrived after I left the US !
Sean has given us such wonderful service, hes a good guy 👌
Shanell was amazing!!! Help us a lot!Thank you so much!!!
Won’t let you in. Hour wait in a “virtual queue” why bother having a store?
Chanelle was the best and super friendly. Thx
Great Customer Service and awesome selection. The staff really took their time to educate me on all of their different shoes!!! I bought three pair in a week!!!
Great place to see all the options, they have all the sizes right there to try on.
Employees have such a power trip and force people to wait in the sun instead in the shade. Just order online and avoid the flagship.
The worst experience. There is anything at the store. After waiting outside in a line, you have to order everything on line. Waste of time.
Shanell helped me find the perfect pair of shoes
Jewel was very helpful in getting me the desired shoe.
ON has jumped the shark.They started out great, but have completely fallen off. I am on my 8th pair and own their shoes for running and leisure. My last TWO shipments were marked as delivered, but never showed. Sent them to my business which has a full time staffed receiving desk, so no way they were lost or stolen. ON customer service is nothing more than an email address. If you call them, its an automated answering machine redirecting you to the website and hanging up on you. Their email correspondence states they will file a claim with fedex on my behalf, meaning they wont replace the shipment they charged me for but I never received. Again, this has happened TWICE, with the same result each time.ON? You turn me OFF!
Amazing service, go to Shanell, she’s the best!
Shanell was super helpful trying on shoes!
Super friendly and helpful staff that are very knowledgeable about the brand. They’re happy to pull a few different options so you can compare and they really try to help you find the best fit for what you need the shoe to do for you.
Great products, but they have very stupid practise not allowing you to see the shop without salesman so it lead to loong and boring lines. And in the end after a long wait you dont accept Mastercards. Ridiculous space.
Closed on January 2nd, but did not update store hours. Wasted a return Uber ride.Edit: Clearly just updated to Closed upon my review. 4 groups of customers showed up disappointed as well for the minute that I stood outside window-shopping.
Worst waiting experience. It is like you are begging to get in in order to spend money there. Good job.
Walked in and had to wait on a bench staring at a wall. Just you and a security guard. This is before you can look at any shoes. Kind of shocked a retailer would allow this customer experience, are they that green at this? The DMV experience is better. But u need to go to the DMV but you can go to any shoe store. I walked out. Clueless
Rude and bad attitude of employees. I was 18:30 by the store and they said we are closed!! And they didnt let me in.
Shanell was a great ambassador for the shoe, great experience
Waiting 30 min just to get in?Not a volume Problem an Organisation problem. Unfortunate
Wonderful technology goes into these sneakers, beautiful built!
Shanell who helped me today was very friendly and help me with everything that I need. ❤️
What a poor experience! 45 minutes wait to get in.. like if they are doing me a favor
The Cloudflows I bought are much better for long distance running than my clunky Hokas and look 100x better too. Great sales staff too. Only thing I would change is maybe add a few more benches in the store for customers who are with someone who isnt buying and are just waiting around.
Great staff especially Matt. This is the first brick and mortar so the selection of mens and woman’s is huge!! Every style and color.
Shanel was great! Very efficient.
I had 100% intentions on buying shoes but not wasting my Saturday sitting around in a shoe store. Ended up leaving after waiting 20 minutes.
We love On, but we have been here 3 times in the last month and the wait is insane, over 45 minutes the first two times and close to 30 minutes the third. We understand being precautious about COVID, but we’ve watched over 14 people walk away because of the wait. Something needs to change or business is going to suffer.
Pathetic in store experience. Please avoid this store. Better order online or Nordstrom/jackrabbit
Staff did a great job of getting exact size and showing all the shoe options. Extremely helpful and left with two shoes that I love.
Shanell was great! Super friendly!
They don’t let people in after 530pm even if it says open till 6.
Waited 1.5 hours to go inside, for a non-helpful experience. Not sure why they cant just operate like every other shoe store. This isnt a car dealership.
Shanell did great helping me out.
Horrible Experience. You ask for a sneaker and they just bring another and say “try this one first” Very arrogant brand, we came in to buy Four pairs of sneakers, we bought non.
The best service I’ve ever experienced in any clothing store. Highly recommend the store
Shanell- Amazing service, very patient, and helpful!!
Shanelle gave me the best service!
Super nice store with friendly and competent sellers. They even offered me a mask because mine was so worn out - super customer experience and great shoes!
Thanks Channel for the great service you provide for us.
Shanell: great customer service!
I was turned away at 5:35 by a security guard who said there were already too many people in the waiting area inside. Some people work during the day and can’t come earlier than that time. I like On but will never come back again to the store. Get over yourselves.
Total reviews rating 3.9
199 Reviews for On NYC Flagship Store 2023:
Review №1
2022-07-28If you’re planning to get your shoe you better do it fast, The sizes are flying availability is limited..I read a lot of reviews on how comfy it is I was hesitant till I tried them myself feel super comfy and exceeded my expectationsThe staff are friendly and super helpful and extremely knowledgeable with the productsI really love them
Review №2
2022-07-09Terrible store experience - 5 out of the 5 shoes that we choose wasn’t available - after lining up for a long time for an average cost pair of shoes - I don’t know why they couldn’t let more people in - with the sun blaring strong since it faces directly west in the afternoon - it slid a huge disappointment. They kept saying to everyone and including me - well it’s available online - well if everything is available online, then mind as well not have a store - terrible shopping experience - that’s not the way to set up a store with no inventory and not just us, lots of people inside but no one is walking out with shopping bags
Review №3
2022-08-04I went to the On store this afternoon, and it could not have been a better experience! Kenny greeted us at the door, was extremely friendly and offered us water as we waited. I only waited a few minutes, and then was greeted by a man named Peter who helped me find the right shoes. I have some pretty extreme back, knee, ankle, and foot problems, and tried pretty much every shoe in the store to decide what felt best. Peter was patient, helpful, and knowledgeable during the entire process. He was there when I needed him, but did not hover as I was trying to make a decision. I ended up with a great pair of shoes that are perfect for all of my issues! I would highly recommend coming to the store.
Review №4
2022-08-09They had a weird line they said he needed to wait on and it made sense as the space is very small. But they asked me to sign up with an app to come back but I decided I wanted to wait and it was faster. Once inside they give you shoes to try on but it’s like and old roller rink these are used shoes just for size. Then once you find your size they will go check if they have them. They didn’t have any of the 3 pairs we wanted to buy saying we have them we just didn’t have time to organize the new shipments today. So we waited an hour to not get anything we wanted. Bit of a waste of time they need to do a better job at planning there store.
Review №5
2022-05-04The employees are awesome at this store. Great 1 on 1 service to help me find the right shoes and they’re super friendly. I’ve never had so much help finding the right shoes for certain activities so I appreciated the special attention. I left feeling super happy with my purchase!! Thank you Ziggy and the store manager (I’m sorry I forgot his name!)
Review №6
2022-09-22I have gotten a new pair of running shoes and I loved them. Im flat feet, but one of the store advisers gave me the best option.
Review №7
2022-05-28Great shoes for long nursing shifts! If I didn’t need them in such short notice, however, I would have walked out the store and ordered online based on my experience today. Was looking around hoping to make eye contact with a sales representative and they were obviously diverting eye contact with a “we’re attending to real customers” vibe. I’m fine with waiting for service that’s not the problem but it was the feeling of being ignored that I didn’t appreciate. I’m giving three stars because even though I felt unwelcome at first, the sales representative we did get a hold off was nice and made the checkout process super quick.
Review №8
2022-08-07UPDATING MY REVIEW:Tried again today and was able to get into the store after a 40 minute wait. The staff was much nicer and everyone seemed more accommodating. The sales person was informative and I’m happy we were finally able to get my husband the shoes he wanted! I think that once they work out the kinks with the QR system it will be much better.———I wish I could rate this 0 stars? They have a new waiting list via app that you need to check in when you get to the store... the store was empty and they quoted us four hours. We went two hours before closing so they told us to plan on not coming back. Immediately we got texts from customer service asking if they could help... yes we want to try on the shoes. Super weird experience. Totally understand social distancing but this was just insane. A physical line outside the store would work better. Never coming back
Review №9
2022-07-30Great quality shoes and excellent customer service! The employees are so welcoming and kind especially Lauren! Thank you for helping me find the right pair of sneakers for my everyday running needs and for all your recommendations you were so helpful! Will definitely come back again to try some new styles
Review №10
2022-03-30The best experience you could get when buying shoes. The staff is really knowledgeable, courteous, and gentle. They will help you figure out what shoes would fit on you based on your walking style, needs, and fit. Sam was really cool with helping me out. Smooth and fast experience just like their shoes.