On Flagship Store London Regent Street

Steve and Jamie on the top floor both incredibly helpful at choosing the best Ons for me, went out of their way to try a handful, super patient with me with the worry of running a marathon in a completely new pair. Most friendliest staff and the monsters aced it at the London marathon!!! Always coming here for a new pair, plus aesthetics are beautifully on point!

Daniel was our very helpful, very personable sales associate. He listened to our questions and requirements and gave candid, honest responses to help us find what we needed. 10/10 - will come again!Came again 4 weeks later- Sheer was also super helpful and again gave very honest, informed recommendations. Really appreciated her input and very pleased with my purchase. Thanks Sheer! ✨

I've had a very good experience at this store. I went there on a Thursday evening at around 6 PM.I was using a Cloud Monster and wanted to upgrade to a new one. The staff was helpful, and he suggested a new model, Cloud Eclipse, which has the same specs as Cloud Monster.Shoes are super comfy.The staff was helpful, though they looked tired and exhausted. I tried a couple of shoes and picked them up.

Very friendly and knowledgeable staff - would recommend a visit!We visited the On Store one Sunday at around 2pm. After a 10 minute queue to get upstairs - the downstairs is used to display the shoe technology and showcase the brand. Once climbing the stairs (lift is available, although if you are unable to walk up stairs it is unlikely you will be dropping >£110 on a pair of running shoes) we were led to believe a ten minute wait is pretty quick".When upstairs we were greeted by a delightful member of staff

Very Rude staff, no value for Customer, they gave us complementary socks which we did not like at all when I asked for Different colour he said “we are closing would you like to stay with us the whole night” disgusting!!!!Spent 260 pound but he did not give a damn!No value for Customers.Never visiting again!Hope the man who did this gets fired!

Very popular and busy store. You’ve to stand in a long queue to try the shoe collection upstairs on 1st floor. Staff is friendly. Felt little unorganised upstairs due to popular demand. Staff is quick to bring shoe sizes and happy for you to try multiple sizes and styles.

Just bought a pair of Cloud Surfer’s and the customer service was amazing! Big shout out to Poppy who kindly helped my wife and I every step of the way, even thought we requested to see about 5 different pairs in 5 different colours. Very patient with us.Very comfortable shoes and would definitely recommend.

It is very nice interior. When entered had to wait like 20 minutes to get upstairs just to look at the products. When entered and looked at products asked to staff to explain differences between several products - they didn't know. Eventually bought The Roger shoes: looked great, comfortable, looked like good quality. after 40 days or so I've managed to see that inner layer was pealing off and got replacement. Very disappointed about quality as I know that replacement pair will last me same 40 days or so. Slogan on the website Made to last" is misleading. And to put Roger's name on the shoes with that quality should be reconsidered. Delivery of replacement pair was late 2-3 days from the promised day on the email. Wouldn't recommend to visit flagship store as other stores around that area are more approachable and some shoes I bought from them lasted me years not months

In my entire life, I have never seen customer service rude like this. I spent 8 days in Britain. The worst experience was in the this store. There is an Indian manager who treats customers with hostility. I bought 3 boots. One of the transaction was unsuccessful, according to what the employee said, but it was withdrawn from my account. Then the Indian manager came and treated me as if I was stealing from them, in a rude and impolite manner, asking me to pay again, and this is what actually happened, but my problem was with the rude manner of the employees, especially the Indian employee, and even his manager came and kind of hit me.

I am writing to express my disappointment with a recent experience at your store located at 169-173 Regent St., London W1B 4JF, United Kingdom. The incident occurred on (6/26/2023) and involved the store manager, Mr. Sylvester.The store's official closing time as listed on your website is 8:00 pm. However, to our dismay, when my wife and I arrived at the store at 7:51 pm, we were not permitted entry. The store manager, Mr. Sylvester, had prematurely closed the store and dismissed our pleas for entry, despite our clear distress.It is important to note that we had an emergency situation on our hands. My wife was suffering from severe foot pain and we urgently needed to purchase a comfortable pair of shoes to alleviate her discomfort. We chose your store because of its excellent reputation for high-quality, comfortable footwear. Unfortunately, Mr. Sylvester showed a complete lack of understanding or compassion for our situation.Not only did this incident cause unnecessary physical discomfort for my wife, but it also caused us both significant stress. It is disappointing to have such an experience from a store that we have always held in high regard.I understand that rules are in place for operational efficiency, but this rigid application of the closing time without consideration for customers' circumstances shows a lack of flexibility and customer service. An excellent manager should be able to balance operational needs with exceptional customer service, especially in emergency situations.I kindly request you to look into this matter and provide necessary training to Mr. Sylvester and his staff, ensuring that this type of incident doesn't occur in the future. I believe that an adjustment in your policy to allow for some flexibility in closing times in emergency situations would be beneficial.I look forward to hearing back from you soon regarding this matter. I hope that you will take the necessary steps to ensure that such an unfortunate incident does not happen again.Sincerely,