Herman Miller Reviews

Lindsy IS GREAT. VERY HELPFUL, PROMPT, AND ATTENTIVE CUSTOMER SERVICE!
i RECOMMEND HERMAN MILLER TO ALL MY COLLEAGUES.
note: DUE TO COVID THEY ARE MOST LIKELY OVERWHELMED WITH ORDERS, SO BE PATIENT!

You pay extra for products with high quality. Or you pay the extra for customer service. There aren't much other factors that's on the side of buy the more expensive instead of cheaper.
I bought an aeron chair that has arrived damaged. Wrote to customer service to ask for a replacement. They replied 3 days later asking for evidence. I immediately replied with it. Another 4 days later they were saying: "we can't give you replacement, as all the aeron chairs are like that". So all the aeron chairs have half of the screws damaged, and because the finish is black, the metal underneath the black paint shines. So disappointing. Products can damage during transit, it's understandable. But if customers can understand this while paying ridiculous amount of money for a single chair, the company MUST apologise, and resolve the problem as soon as possible.

I thought that spending the money I did on a Herman Miller Embody chair would prove dividends in the long run with their global warranty and boasted build quality. It hasn't. Since purchasing it's progressively got worse in terms of creaking. So much so that I can't use the chair when my children are sleeping next door. I contacted Herman Miller and they said they would send someone around to deal with it and the gas strut. It's been months and I still haven't had my visit or a call back. They ignore my emails and telephone messages and don't seem interested in their brand promise. DO NOT BUY THIS CHAIR. Spend your money on something cheap and cheerful and replace it when it wears. You'll save yourself a fortune.

I should have probably looked at the rating on TP before purchasing on hermanmiller.com.
I saw that the Aeron chair was discounted by 15% and I decided to buy it here, on May 12th.
After 12 days I still don't know if the item has been shipped or not (order IT1215).
If you're buying from the EU, I'd recommend using an official reseller.

This relates to the UK branch of Herman Miller - From the off Herman Miller have gone out of their way to be as unhelpful as possible. I called the showroom to enquire if they had a certain size and style in stock and was told "come in and look for yourself". Ordered online, delivery took longer than expected for an in stock item. Unfortunately the chair wasn't exactly what I wanted so I returned it. No refund in sight after two weeks. For what I perceived as a premium brand Herman Miller has come across as snobby and inaccessible. I won't bother them again.

I ordered the double frame table from Herman Miller in November 2020. It is now May 2021 and still no update as to when it will ship. This experience has been frustrating and I won’t work with this company again.

If I could leave zero stars I would having attempted to purchase an Aeron chair online but failed miserably. The order form would not accept my billing address which I have successfully used at least a 100 times over a 2 year period. I sent a message to customer services. The below is what I got back, verbatim. (I had already tried a different card), needless to say I informed Karin that they had lost an order and that I'd ensure that their CEO is aware that they flippantly turn away business without a care.
Hi Steve,
I’m sorry about the issue you are experiencing in placing your order with us.
I have checked internally and we have been processing transactions through our payment and ordering system.
Therefore I suggest you contact your bank to make sure all the details are correct on the card you are using or to try a different card.
I apologise that there is nothing else I can do to resolve the issue.
Kind regards,
Karin

Awful customer services

If I could give them negative stars, I most certainly would. I have ordered through Design Within Reach and Herman Miller’s website directly. My order, which was placed in November, was delayed twice when I ordered through DWR. I cancelled the order after they delayed shipping twice. I assumed buying direct would solve the problem..nope! I am still waiting, each time I follow up with customer service, they push the delivery date. By my latest estimation, an order from November has no guarantee of delivery until possibly March 2021??! The kicker, they promote free shipping via email as if they have any notion of what that service actually entails..I cancelled the order. This place is a rip off. They likely hold on to funds paid for purchase, make interest from purchases that they have no intention of ever fulfilling until the buyers get fed up and cancel their orders. That seems like the only plausible scenario as to why they don’t follow through and their customer service continues to push delivery dates a month at a time.

TL;DR You're better off spending less. You'll get more. The more I experience, the less value I find in my purchase. What YOU value is what matters here.
This company is a Designer Chair company. Not an Ergonomic Chair Company, not a Regular Furniture Company, it's a Designer Brand. You aren't paying for the chair, you're paying for the Logo.
Why is that important? Well it's important, because that's how they all act. They act like there can't be anything wrong with their chairs, it's you. They act like even though the chair is clearly broken, there can't be anything wrong with it.
For example the Logitech Embody Chair. Everyone knows it makes noise towards the upper back due to the nature of the plastic they used. However if you recline, and the mechanism sounds like something snaps in half every time then something is clearly wrong with the chair. Thanks for treating me like I just don't know what I'm talking about though.

UPDATE: Herman Miller finally delivered my replacement chair, which is much better than my original Sayl chair that was defective. Following my complaints, Herman Miller's customer service improved, but I think customer service and communication should've been excellent throughout my experience, especially for a company with Herman Miller's reputation. Also, I have informed Herman Miller to partner with another delivery company rather than Pilot, which has a bad track record, since it's an extension of the Herman Miller brand.
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I’m very disappointed with my overall experience with Herman Miller from the product to customer service. I purchased a Sayl chair in early September that was defective, and I still have not received a replacement chair. Herman Miller chairs are well-designed, but the build quality is average and the price premium is unwarranted. More importantly, customer service is below average and disappointing given the Herman Miller brand name.
My new Sayl chair needed to be replaced due to excessive noise. After several weeks, Herman Miller sent me a replacement chair but it arrived damaged. Another chair was ordered, but I’ve been without an office chair for 40 days and 75 days since I reported the issue.
The communication and updates from Herman Miller customer service have been frustrating. For each replacement chair, I had to reach out to Herman Miller for a status update, and the information provided such tracking numbers have been incorrect. Additionally, there’s miscommunication between Herman Miller and it’s delivery partner, Pilot, which has a terrible track record. I had to reach out to Pilot each time, while Pilot does not return phone calls, sometimes hangs up and does not follow delivery instructions.
I would like Herman Miller to deliver the product and service that it's supposed to stand for ASAP

Your employee Michael Chartrand is NOT a good person to deal with. He misunderstood something on our website and proceeded to threaten us with a bad online review if he didn't get what he wanted. We will not do business with people like this.