Kjellmann Reviews 1,018

I’m very disappointed with my experience. I ordered an outdoor table from this company, and it arrived damaged (bent out of shape) which was likely caused in transit. The packaging showed clear signs of rough handling, and the table was clearly not in usable condition.
I contacted customer service (Tommy) promptly, provided photos, and explained the situation, but did not get a reply. I have sent several subsequent requests for resolution over the last months by phone and email and still have not had a response. I found their lack of response dismissive and entirely unhelpful, especially since the damage was not caused by me.
When you order large outdoor furniture, you expect the company to stand behind their products and help when things go wrong in delivery. Instead, I was left with a damaged table and no resolution.
Based on this experience, I cannot recommend this company. I would advise others to be cautious when ordering from them.

Placed an order yesterday and got a fully assembled furniture item delivered already today. Great service!

Good and Bad

Bad.
I ordered a new product at full price.
I ordered a Herman Miller, Aeron Remastered C: Graphite, and received a Carbon.

The chair arrived within a reasonable time, but it was the wrong color, it appeared slightly used and with a defect lift.
I was offered a reduced price, and they promised to send a new lift.
They never sendt the lift, so I had to contact them again to find out what happen, and eventually I got the new lift.
The 'new lift' did not appear new and was the wrong color.

Good.
The customer service was friendly when I spoke with them.

Everything was great, thanks! You have a usable and friendly web site. It was a nice surprise to have such a quick response from your support, very easy to pay, very quick delivery. And even in a vacation season!)

Exceptional customer service , The staff at Kjellman were very understanding and helpful, greatly recommended!

dialogen i ticket systemet var uoversiktlig og litt rotete.
eller var

My first impression once the product arrived was that someone had handled it without much care. The packaging was damaged. In addition Kjellmann sent me the wrong product, and when I called them to verify this and to ask for a replacement, they did not actually know what they had sent me. This is unprofessional, and speaks to me that they don't have control over their warehouse or what's going on inside it. I had to ask for a replacement myself, and once I got it, the product had once again multiple signs of wear from transport, and had been badly handled. I considered contacting them for another replacement, but thought better of it. Once is an anomaly, twice is a pattern.

Excellent service from ordering to picking the chair up 2 hours later at the warehouse. Could not have been easier!

Poor packaging, product colour not matching website pictures.

Worth the money. Delivery on time.
I use the chair for gaming and love it. The fact that it can be adjusted for every small detail like your back, arms, seat is amasing. What I didnt know is how high or low the hight setting is. At the highest my toes touch the floor, I'm 174cm so that doesnt happen often. So now I can sit comfortable at my desk, witch I had problems reaching a comfortable hight before with my old chair because it was taller than it at the highest setting, witch wasnt mutch. It was a cheap chair. But I had that one for 10 years, so I recon this new one Ill be using for double or trippel that amount!

After purchasing a 17,000 NOK ($2000) USD Herman Miller Aeron chair under their "Always 14 days open box return policy" they are refusing a return since the chair was sat in for two hours. Stating that "used" items are not allowed to return, only "open box" items.

Bar none the most misleading return policy I have seen. Only purchase direct from Herman Miller as they allow 30 days return policy no questions asked on all of their products.

(EDIT 1)
As a response to Kjellman's reply:
Surely consumers wouldn't assume the website-featured, seemingly flexible return policy for open box purchases wouldn't be in order for them to open the box and stare at their purchase for 14 days?

Bar none the most misleading return policy I have seen. Only purchase direct from Herman Miller as they allow 30 days return policy no questions asked on all of their products.

After back and forths with Kjellmann following this post they offered an arbitrary 3,800 NOK return fee for the open box chair I had for 3 days. Personally I have no issue whatsoever of companies only offering returns for a specific restocking fee (20% loss of value and a additional return fee in this case) as long as the consumer knows this beforehand. The issue of consumer trust arises when Kjellmann highlights a misleading policy on their site to drive sales knowing that most people won't exercise this right, (that they end up denying as a fine-print clause) and then offering an arbitrary return fee if pressed hard enough for the return. Incredibly unethical.

Kjellmann does have somewhat of a monopoly on Herman Miller chairs unfortunately in Oslo - however if you do have the opportunity to order direct from Herman Miller's transparent and honest 30 day no questions return policy I highly recommend it. Anyone interested in the actual behind the scenes correspondence with Kjellmann who are considering shopping with them please do not hesitate to reach out!

(EDIT 2)
Additional edit in response to Kjellmann's reply
That is great to hear that you will review your misleading policies, hopefully future customers will benefit from this. However, for future customers if the return policy still states that it is 14 day open box then it is VERY likely not the actual case. Again, they are somehow assuming you are buying a chair to stare at it those 14 days rather than to test it like Herman Miller themselves allow you to do for 30 days. As far as the packaging goes, the box that it is sent in is a one-time use box which is held together by plastic straps, without the adhesive to reattach these plastic straps the box cannot be used in return. I notified your customer service via email about this PRIOR to the return and they said it was no issue whatsover to send the chair back without the box.

My recommendation to Kjellmann of how you could have handled it:
- Update your front-page policy on your website to be clear
- Notified that an initial return was a 1-time special case
- Have a standard return fee so it is understood up front by the customer so they can make an informed decision before purchasing
- Unique to this situation, given that A) the policy at this time is still unclear and B) that I had already placed a new order for just shy of 20,000 NOK the margin Kjellmann would have made on my new order would undoubtedly cover the loss of value that that you charged me for the previous order. A good example of customer service would have been to acknowledge the lack of clarity in policy, update the website and me as to how exactly it works, to make an except at that moment of acknowledgement and to let the orders wash. This would have retained a previously happy customer and in the end no actual cost to Kjellmann given the follow up order.

TLDR: Order from Herman Miller if given the chance!

Great quality product with fast delivery and helpful customer service

I love my new Håg office chair. It is VERY cool, stylish, and comfortable. It was delivered sooner than expected as well.
I am very impressed with Håg.