On Store Melbourne Emporium — Local services in Melbourne

THIS STORE HAS THE MOST IMMACULATE GUEST EXPERIENCE IN EMPORIUM! I HAVE NEVER HAD THIS HIGH A LEVEL OF GUEST EXPERIENCE AT ANY FOOTWEAR STORE EVER. I had visited this store Friday afternoon and was very lucky to have been served by a man named Matt (I think that was his name? can't really remember, wish his name was on E receipt). I had come in thinking I would get the cloudflyers for my morning runs, however, after having a conversation with Matt (?) and letting him get to know why I was looking for a new shoe in the first place (sore feet post run + uncomfortable and inflexible soles), he had suggested that my needs would be better matched with the cloudrunners. I am so glad that I took his advice because I LOVE THESE SHOES. Matt was able to educate me on what type of shoes I should be going for and better understanding why I dislike certain styles. His product education made me feel empowered to make the right decision when it comes to picking the right running shoe for myself, even if it is not with ON. He wasn't pushy with his sale - just came off as genuinely wanting to help and was very warm and welcoming. I was totally comfortable with sharing my running experiences with him and I never felt silly around him having a run around the store to test out the feel of the shoes. I'm an absolute sucker for GREAT customer service and because Matt was so good at his job, I decided to buy TWO pairs instead of one. Thanks so much for the team at ON emporium for making my first ON purchase truely special! You have a...

I recently visited the “On” store in Melbourne, and unfortunately, the experience left me quite disappointed. Upon arriving, we were forced to wait in a line outside the store, not because the store was at capacity, but because they claim it’s “part of the experience.”

Let me be clear: waiting in line under the pretense of creating a “special shopping experience” is, frankly, marketing nonsense. It doesn’t add anything meaningful to the customer journey — in fact, it does the exact opposite. Instead of feeling excited or valued, I felt frustrated and manipulated.

In today’s world, customers expect efficiency, respect for their time, and genuine service not artificial scarcity tactics. If a brand believes that making people wait outside will somehow elevate their status or mystique, they are completely misreading what true customer experience means.

Good products speak for themselves. Good service earns loyalty. Manufactured inconvenience only alienates genuine customers.

Sadly, what could have been an enjoyable visit to explore their range turned into an annoying and unnecessary ordeal. There are many brands out there offering great products without these gimmicks, and next time, I’ll be taking my business elsewhere.

Disappointing and, frankly, not the kind of “experience” anyone is...

I’ve been a loyal customer of this brand since the very beginning — back when they weren’t even in stores and I had to purchase online. Back then, the quality was outstanding and truly set them apart. Unfortunately, over time, things have gone downhill. Now that the brand has grown and become widely recognised, the quality has noticeably dropped, and the customer service has become frustratingly poor — especially for online purchases. (Staff and the customer services in the store is brilliant except the Store/Online policy !!!) Recently, I experienced a clear manufacturing issue with a pair of shoes and visited a physical store expecting help. Shockingly, I was told that since it was an online order, I had to go through their online support — a clunky and unhelpful chat system that crashed multiple times and required me to upload photos just to prove the issue. I was literally there with the shoes in hand!

It’s unacceptable that in 2025, a leading brand still separates online and in-store experiences so rigidly. A customer with a genuine product issue should not be bounced around like this — especially when the fault is on the brand’s end.

Disappointed doesn’t even begin to describe it. I expected...