On Store LA Abbot Kinney — Local services in Los Angeles

Dear ON Running Team,

I hope this message finds you well. I’m reaching out to share some feedback regarding my recent experience at the Abbot Kinney Blvd store.

As a loyal customer, I have been very pleased with your products. I purchased my first pair of Cloud 5 shoes in white last year, and after enjoying them, I bought an additional pair in black, as well as The Roger Advantage. I was so impressed that I recommended Cloud 5 to several friends and family members, and my dad and three friends purchased pairs based on my recommendation. This past June, I decided to buy the Cloud 5 Coast from your Abbot Kinney Blvd location.

After five months of regular use for daily walks and at the office, I began experiencing an issue with the right shoe, which started making a squeaking noise. I contacted the store and spoke with Paul, the manager, who advised me to bring the shoes in for a potential exchange. However, when I arrived, I felt that my concerns were not adequately addressed. Paul was dismissive and quickly attributed the noise to wear and tear without a thorough inspection. Given that my other Cloud 5 pairs, which I purchased earlier, have not developed this issue, I was disappointed by the response, particularly after making the effort to visit the store from Downtown LA.

Based on this experience, I find myself hesitant to recommend ON Running products in the future. I hope this feedback helps bring attention to the importance of customer service and product support, as I believe they are crucial to maintaining...

I think ON has done an amazing job building a great brand, beautiful product and very consistent retail experience.

The footwear is modern and comfortable and there’s a reason you see people wearing ON everywhere.

I came into the Venice store looking to buy a pair of shoes. I found the employees disengaged. When I asked why none of the products had a price on them they told me in a pretentious tone “premium brands don’t put prices on their products and you can ask any sales person for the price for any of our shoes”.

Having worked for luxury brands and having over a decade working in footwear I found this assertion baseless, inconvenient and downright stupid.

Imagine you went online to buy a pair of shoes and you had to email them to find out the price of each shoe you were interested in? That’s essentially what you’re asking clients to do in a retail environment.

You would be better served having your staff talk about the benefits, product features, and help finding the best fit for the consumer rather than asking and spending time on regurgitating prices to consumers all day.

You’ve gotten a lot of things right but you need to get your priorities straight at retail. Not having prices on your products doesn’t make you premium it makes you annoying. You lost me as a consumer as a purchaser that day and as a potential lifelong client because your staff has been poorly directed by management on how premium...

Greeter at the door was nice. Went in for my husband. While he was looking, I asked a sales associate for some advice on shoes. Staff member that was supposed to assist me was useless. I asked which shoes would be good for walking that are just white, and asked if he had a pair for women with laces. I said I prefer to try on with socks and wear socks with the shoes. He insisted I could go barefoot in them and that they're better that way. I said i didn't like that. Then, I asked again for walking shoes that were only white. His answer was, just look and grab any pair you like. I said again, do you recommend a white pair with laces? Same answer. Obviously, don't have much knowledge on service or On shoes. Other associate was more happy to help my husband, but because I was not happy with the service, we ended up leaving. Felt like a waste of my time at this location. Hubby bought his shoes from another store. Saw my friend the next day who was also talking about needing sneakers, and I referred her to Nordstrom, who sold the shoes for cheaper and staff was more keen to help. Hubby also bought the same pair he saw at this store for 20% less. I ended up with a white pair on...