Herman Miller Reviews 

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

The Good and the Bad. I ordered an Aeron Chair and next day a table. Slip up with the "ship to" address which I realized when they sent me the shipping notification. Julian in customer service worked out the fix with FedEx and it arrived at my Freight Forwarder today. I requested an address correction on the table I received a nonsense message about no shipments to Forwarders. No mention made of this before and I sue a white glove forwarder that specializes in furniture and electronics to the US Virgin Islands. I called customer service with high expectations. Got instead the most incredibly low energy, least helpful individual ever! He would tell me what he could't do and go silent. When I asked what I was supposed to do now he informed me that he hadn't yet covered that part. No mention of refusal to ship to forwarder but unable to correct shipping address on a product that wasn't supposed to ship for several more weeks. I questioned this and only got more sarcastic nothing comments. My only option was to cancel the order and go back to the HM site and reorder. The rep took pleasure in being unhelpful and sarcastic. I just cancelled the order and done. My thousand dollars will go elsewhere.

I was concerned with the Trustpilot reviews on hermanmiller.com, but ordered a Sayl Chair anyway - seemed better than an authorized dealer/online 3rd party retailer, having decided this was the fancy home office chair for me. I got a Sayl with somehwat elaborate customizations from hermanmiller.com - estimated ship date was only a few business days too optimistic - then it arrived on time/earlier than expected. FedEx seemed to have done a great job, small damage to outside packaging, but it arrived fully assembled and without damage to the chair itself.

My only gripe is with the communication from Herman Miller - could I trust the estimated ship date, which happened a few biz days later (but could it be a week or a month later?), and I wasn't fully sure it would come assembled. It's unlike ordering from Amazon where so much information is provided up front.

PS - I saw the commitment to sustainability - my fully assembled Sayl came with zero styrofoam, very little plastic thin film, and mostly recyclable packaging. Thanks.

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.

Bought a chair and it was sent to some random state. After that I've been trying to reach them via phone to no avail. Been on hold for eternity I really expected more.

terrible service and not so good a chair (very expensive Aeron chair). When the chair was delivered, it had dust and the edge of the chair was worn. I suspected it was a retuned chair, but I was told it was new and because it was made in the industrial setting, dust would be expected!!! I kept the chair as I bought an Aeron chair about a month before this one, and I liked it. After about a month, my husband said his back hurt, and it was very hot where he said it was hurting. I sat on it and felt that the tension on the seating and back was lower than my Aeron chair. This could be causing the back pain. I contacted Herman Miller by email and was given a case number on Dec. 6 2020, but two months passed without hearing a thing from them even with my follow up emails. I finally called and after waiting for 1.5 hrs, someone finally answered. The reply was that since it was over 30 days, they could not do anything. As to the 12 year warranty, I was told I could bring the chair to one of the authorized places to get it checked. If they did not think there was someone wrong with the chair, I would have to pay a fee for the checking! this is how a 12 year warranty work!

Their chairs are fine, and I have no complaints about their quality. Nonetheless, the overall experience of buying a chair directly from HM is bad.
Delivery took ~2 weeks, then I decided to make a return, informed HM and waited for another 2 weeks for collection. After collection it took them 2 more weeks to refund. Moreover, the refund wasn’t issued until I reminded them about it.

Update: still haven't received the refund (1 week after)

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.

Pretty good chair, not so good customer service

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

So, I purchased the HERMAN MILLER X LOGITECH G EMBODY GAMING CHAIR, got it fairly fast, didn't show up with the G502 Lightspeed mouse as advertised. The build quality is great, this is something Herman miller is very good at, I have owned the Mirra prior to this chair and wanted to get something a little more comfortable, while this is better than the Mirra, it's not really worth the price of admission as the comfort is mediocre to what I have heard from supposed reviews online, the chair honestly shouldn't be more than $1000 USD, in Canada I ended up paying just over $2000 CAD for it, while I will keep the chair I think it really needs more functionality for the price. As for customer service, John is an extremely abrupt and rude person, not sure if I'm the only one that had to deal with this poor customer service.

They also removed this review from their website, So I can assume they also do the same thing to many others.

Very Shady and Poor business practices.

This company is extremely shady. Do not purchase from them. I tried to return my $1,300 chair two weeks after purchase because it is cheaply made. It took two months and eight hours of phone calls to have the refund issued. Meanwhile, I was charged several hundred dollars worth of interest on my credit card that they won’t refund despite their delays. Apparently four weeks of the delay was because their accounting team negligently entered the refund amount and their system rejected it. No one contacted me about this. When I followed up, I dealt with Evon, who was extremely rude and condescending. He outright told me that I would not be offered anything for the inconveniences, refused to transfer me to a manager, and laughed at me when I said I planned to follow up on this terrible customer service. I still haven’t received my refund despite all this time and effort, and having returned the chair over a month ago.

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.

DON'T ORDER FROM THEM. They said our chair would be several days after my order. No ship and no update. Sent three emails with no response. Their "chat" service is useless and there are usually 30 people ahead of you when you call. TERRIBLE. I wish I'd seen these reviews before hand.

Ordered back in August, and I was aware of long lead times, it was tolerable to get the chair October 3, since it would probably ship sooner. Then I log in to the site a week ago and see the ship date is now December 3. Two full months later for a $1600 chair when I'd probably be back at the office. Spend your money elsewhere, I'm looking at the steelcase that I know is going to be here by the weekend from Amazon.

Just on hold now for 45+ minutes trying to cancel my order. Already emailed them 3 days in a row with no response. The icing on the cake is the website says:

"How long does it take for delivery?
When you order from our website, we ensure that the order gets processed within 24 hours / 1 working day and gets shipped within seven business days of order placed and delivered within the delivery time of the product, mentioned on the product page." This is laughable.

What a joke of customer service / website / company that is. They might make a best chair in the world or rather they might have the best PR in the world, but their approach to treating customers is so amazing I couldn't resist to leave a review for. Background - I run small furniture business, so I know what I'm talking about. Went online to buy a chair for myself, after all research decided to pull a trigger on famous Aeron chair. Went to their website. Now, browser extension applied some coupon, so after a discount chair appeared in more tolerable $900 pricerange instead of $1400. Oopsie, payment didn't go through. Message on a website said something like "your order can not be processed, maybe it's because high order number, wait few minutes and try again". Ok. I wait few minutes. Try again. Same message. Trying few times in few hours. SAME message. Trying different browsers / computers. Same message. I'm trying again next day. Nope. Same thing. I try Paypal - after payment is submitted nothing happens and I just redirected to a website. Money is not taken off the card. After few first failed attempts I tried calling. Spent 65+ minutes on hold one day, and 40+ minutes another. No luck. No one picked up. Damn, even Verizon hold times are shorter. And in the end, you know, you can speak to someone. Not here. Sent customer service an email. Got an automated response that they will generally respond to emails within 5 business days ... F###ing 5 business days, are you kidding me? Is there the same guy who labels boxes and prints out invoices answers all email as well? ... :)

Next I tried chat on website which is not actually live chat - you kinda send messages offline and hope somene responds. Someone replied in few hours saying 'oh, we know about this issue, are you trying apply any coupons? if so, coupons are for employers and will be verified against your email. so if you want to buy a chair clear your cookies, empty your browser and try without a code. sorry, chair is not for sale (right, just for somebody from a right company it's few hundred dollars cheaper, but for you it's not for sale) - so sorry, bye'. And chat closed. I was literally in shock. Needless to say all my intention to buy any product from these f###s is completely gone. What about yours?...

I mean I can get you can have special prices for some big organisations. The problem is not about that. The problem is absolute luck of any meaningful customer service + the way they handle this. What a disaster. Business in this form should not simply exist.

Total nonsense.

I placed an order and never received an order confirmation email, spent two hours trying to get through to customer service, and then panicked after reading all the negative reviews on here. Ultimately, I got through to customer service who was very polite, explained they were a little behind on manufacturing because of COVID, confirmed my order, and explained it was likely to ship on 9/17/20. It's 8/28/20 and it showed up today! So, while getting through to customer service took forever. My experience was pretty good.