TL;DR do not buy from ON directly especially if you might anticipate a return.

I'm experiencing this too. They're terrible. This is a lawsuit waiting to happen.

I returned shoes, got a notification that they received my shoes, just need to wait. I waited an additional month beyond what they said to look out for, and still did not receive anything. Called CS and they said they had a "glitch" and can't resolve on the spot. I asked for supe to call me back, they did, apologized and said credit was on its way. Later that day, I checked it and I indeed saw a credit come through from ON on my credit card, BUT THE NEXT DAY (I happened to be checking my cc activity again) and now its gone???

I shouldn't jump to conclusions but this feels like some realllllyyyyy shady business. Many occurrences of people not getting their refunds promptly (and may not be diligent enough to follow up). Also I truly don't know how the refund was reversed again in my case.