Got a pair of shoes. Their process to try on shoes is unique. You pick the shoe you want, you try a stock model of it for the size, then you choose the color you want for the sales person to grab for you. Pretty big store that tries to give the boutique vibe. You can pay with the sales rep on a mobile device. Knocked down a star since you feel a bit hounded on initially when you enter the store. read more

I had a really uncomfortable experience at this location. I asked an associate if I could try on a specific pair of LightSpray shoes. He told me they were very expensive, intended for marathon runners, and that they generally would not let someone try them if they only planned to use them for walking. He also mentioned that serious buyers might not want a pair after other people had tried it on. I was not even offered one of those dummy shoes for sizing. The way it was said felt dismissive and left me feeling like I had already been judged as someone who was not a serious customer. What confused me most was that a few minutes later, the person shopping with me asked to try the exact same shoe and was allowed to do so immediately, without being questioned about how they planned to use it or being warned about the price. I brought the situation to someone who appeared to be part of the management team. Although she apologized, most of the conversation focused on explaining the store's procedure and suggesting that I could have asked another associate. That did not really address why the same apparent rule was applied differently. They later offered a discount on the other person's purchase and asked whether I still wanted to try the shoe, but by then I no longer felt comfortable shopping for myself. I cannot speak to anyone's intentions, but this interaction left me feeling singled out, embarrassed, and unwelcome. I hope the store reviews how employees explain their policies and makes sure all customers are treated consistently and respectfully. read more

I had an extremely disappointing experience with On at Fashion Island, and after three weeks of being sent on a wild goose chase--between returning to the store, customer service calls, and numerous emails trying to get this resolved--I feel other customers should know what happened. When I purchased the Cloudboom Strike LS (Lightspray), which cost $280, at the Fashion Island store, I was specifically told that I was not allowed to try them on before purchasing them. I asked about the comfort and fit and was assured that the shoes were soft and comfortable and that the staff was not aware of any issues with hot spots. Since I wasn't allowed to try them on, I relied on their recommendation and purchased them in good faith. When I finally wore them, I quickly discovered that they caused severe discomfort and painful hot spots. I ran in them for approximately 20 minutes before the pain became so bad that I had to take the shoes off and walk back to my car in my socks. The very next day, I brought the shoes back to the On store expecting a reasonable solution--especially considering that the store had not allowed me to try them on before purchasing them. The shoes were also clearly in excellent condition, having been worn for only about 20 minutes. Instead, I have now spent THREE WEEKS being sent on a wild goose chase, going back and forth between the store and customer service trying to resolve what should have been a straightforward issue. After all of that, I am now being told that because this is considered a "fit issue," On will not provide a refund or even a store credit. To add insult to injury, when I returned to the store, the managers gave me a customer service phone number and assured me that the issue would be resolved. I trusted what they told me. In fact, while I was there, I purchased another pair of On shoes for my son. Needless to say, I regret spending another dollar with this brand. What I find most frustrating is the contradiction: How can a company prohibit a customer from trying on a $280 pair of shoes, assure them that the shoes are comfortable, and then refuse to stand behind the purchase when the shoes cause significant pain because of the fit? I have repeatedly made it clear that I am more than happy to return the shoes. I don't want to keep them--I simply cannot wear them. I was only asking On to provide a reasonable resolution given the circumstances under which the shoes were sold to me. I'm a runner, I talk to other runners about the shoes and products we use, and customer service matters. Unfortunately, the combination of the original in-store experience and the three-week wild goose chase that followed has completely changed my opinion of On. After this experience, I will not purchase another On product. I would strongly recommend that anyone shopping at this location make sure you are actually allowed to try the shoes on before purchasing them and fully understand what your options will be if there is a fit problem afterward. To be honest, never in the 20 years of marathon training have I ever had to walk back to my car in socks...says a LOT about the quality of these shoes...it is all Brand and hype. Stick to Adidas, New Balance and Nike. I am sure the founder would be floored to hear about my experience. read more

On Store - Shoe Stores Near Me - Newport Beach, California

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Wanted to compliment the amazing customer service here! I was looking for a certain style of On shoes, so I asked an associate here named Anthony if they had any in stock & he helped me out the whole way! From checking if they had my size in stock, to helping me try on the size on a sample shoe and then the actual shoe itself, the experience of shoe shopping just got enhanced! The bar is set so high, that WHEN I get my next pair I will make the long drive out to this location! Bonus is now I have some comfortable & stylish shoes to work out in :D! When my boyfriend & I were on our way out another associate held the door open for us! It's the little things that make a phenomenal experience! (: read more

On Store - Cloudnova 2 - All White - Shoe Stores Near Me - Newport Beach, California

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A well appointed and aesthetic store. Only a few items of each style can be found on racks, giving the store a minimal and exclusive feel. I came here for a complimentary yoga class and it was a lovely space for it! The employees were also very kind and helpful. read more

I'm back for more walking shoes and I'm trying on the Cloud Eclipse and the Cloud Swift and they both feel so bouncy and comfortable!! Julio is helping me and he's a sweetie!! read more

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I was excited to buy my first pair of On shoes and spent over an hour in-store with an employee choosing the right pair. He told me I should be able to return them if anything was wrong. The employee did the transaction right at the bench via his phone, and packed up my shoes in the bag. When I came home that day I wore them for 1-2 hours to test them, then realized I was given the wrong color and style. I hate being someone who returns items and was honestly annoyed I had to come back because of an employee error. I came to return them within the 30-day window (about two weeks later) and will admit I came in a bit frustrated - but for good reason. Unfortunately, the manager was rude, dismissive, and unhelpful. He said the shoes were worn and told me to return online, but offered no guidance or assistance on how that could be done - just a bad attitude. As other Yelpers have mentioned, customer service at this location needs improvement. Also, what's the point of having a store if returns aren't supported there? Quite the disappointing experience. read more

I just left the On Fashion Island store, Todd was our sales person - excellent service ( patient, courteous and professional). Great quality ( 2-pairs Cloudmaster, 1 pair CloudNova Rift) and value- I would highly recommend the On shoes - I now have 4-pairs ( from Venice/Fashion Island) purchased more for my wife & daughter - excellent selection, style and performance. read more

so not big on cloud shoes from the store . I got three pairs and within five days on cloud had a big sale for Labour Day , when I called they said that this is on cloud company sale that is not applicable to stores , so if I bought them from their online website then yes I can have a price adjustment but because I bought them in store I could not . all companies I ever dealt has the same policy , in store or online , except on cloud , apparently the two systems do not talk to each other . ridiculous read more

I arrived at this store *before* closing with customers still inside to make an exchange (shoe size), and the doors were already locked. The personnel inside ignored me and waited until the time was *past* closing before acknowledging I was trying to get in, then told me it was now past closing time and too late to let me in. You would expect better customer service after purchasing $200+ shoes (literally in hand for an exchange). I will return the shoes I bought instead of exchanging them, and won't be coming back to this store. read more

I came here a few weeks ago on a Saturday. I was immediately greeted by Savon. He was friendly, helpful and made my first visit to the store a breeze. The store is beautiful and has an awesome selection of shoes. Thank you Savon ! I'll be back to purchase more shoes in the very near future! A+ read more

Do not shop here. I have never been to a shoe store where it feels like SELF service: they hand you the shoes and do not fit you or even want to adjust the laces as they are NOT allowed to as it would ruin the shoes ?? The first "sales" person gave me a MENs pair (I am female.) So glad the Manager reminded me that Nordstrom carried the same shoes. They did and $20. cheaper and with appropriate service. They do not train the staff. Felt like fast food shoe store. read more