Herman Miller Reviews 

Paid an outrageous price for office furniture, was given a delivery leadtime prior to ordering that was confirmed at checkout.

I log in to check on the status and the promise date has moved out by almost 2 months. 7 full weeks! No heads up email or apologies. Email customer service and they take 10 days to get back to you.

Ridiculous and unacceptable for the prices they charge.

I purchased a chair 11/15/19. Three weeks ago ( July 2020) I sent a warranty request regarding the wheels de-laminating. Delay, dely, deny is the service experience I received. They requested pictures, I emailed pictures. No response. When I inquired again they said, we can't open pictures. Please send in a different format. I did. No response. I inquired again. Sorry we never got pictures. I sent again. No response. I inquired, we still never got pictures. Sent again. nor response. I inquired, sorry, we still never got pictures. I sent each picture in a separate email. We got your pictures and our people say after a number of years the wheels build up and you need to clean your wheels. (never mind that a received the chair from their website only a few months ago).
PLEASE DO NOT BUY FROM THIS COMPANY
Sidenote, there is no Yahoo website to review this company. I wonder why???????

Ordered a chair for which I my credit card was billed. Delivery date was set for a month later. Over 2 months later, still no chair. The website's order tracking page just says that it's "being processed" (for the past 2 months continuously). Contacted customer service for a revised delivery date, and they said that my order didn't exist in their system. I forwarded them my receipt, order number, and a screenshot of the order tracking page and then they stopped replying to my e-mails.

Called their customer service to get an update on my delivery 2 weeks later. They said they would sort it all out and get back to me within 24h, but they never did. It's one week later, and still no word from their customer service even after another voicemail and follow-up e-mail. All of my interactions with them were pleasant enough, but for whatever reason they aren't following up on things. At the end of the day, they've charged me >$1000 for something that is a month over its delivery date with no heads up from them or update even when I reach out :( Based on this experience, I would not recommend Herman Miller.

We ordered an Embody chair mid-February, with the understanding it would arrive mid-March. It finally arrived on March 18, but the headrest was snapped from the back of the chair. We emailed / called right away, went through the process of taking photos of the damage upon arrival with customer service. CS was supposed to send us a new chair, but they never did. We followed up multiple times. Eventually we hear back that a new chair will be shipped in May. Guess what, that chair never came either. Finally we had enough and opened a paypal claim to get our money back since Herman Miller is completely unresponsive. Their "offer" was for us to send the chair back AT OUR EXPENSE for a full refund. This is awful customer service. We're stuck with a broken $1600 chair and can't get it replaced. I reached out on social media and they responded, so I hope they make this right, but that remains to be seen.

Purchased an Embody office chair during their 15% off sale. Waited 5 weeks for it to be shipped out. Finally got it, and they sent the wrong chair. They sent a cheaper model Aeron chair. I spent 40 minutes waiting just to speak to a representative. When I did get through they acknowledged their mistake, asked for photos as proof and then sent me a return label.

I lugged the chair back to Fedex and sent it the next day. And I waited for my Embody chair to ship. And waited. And waited. Almost a full month before I received a shipping notice that it had been sent via Fedex with signature confirmation. In other words, Fedex Home Delivery was supposed to bring it directly to my door.

Fedex Home Delivery refused to deliver my chair at least four times, claiming I wasn't at home when I was. Roughly two weeks into a cycle of Fedex refusing to deliver, calling Fedex, and getting told they would deliver the next day I gave up and requested it be sent to a Fedex Office about a block away for pick up. Fedex Home Delivery refused to do that even.

I got up early and called Herman Miller. Again I had to wait about 40 minutes. Finally got in touch with a very nice CSR who said that they were being told by Fedex that Fedex was overwhelmed and couldn't really fulfill Herman Miller store deliveries. OK. So, in other words, Herman Miller is selling products and asking Fedex to deliver them, even though Fedex is telling HM they can't deliver in a timely fashion. Or at all.

After another round of phone calls from myself and the HM Store CSR Fedex finally drops it off and I go pick it up.

The shipping crate is almost trashed. Completely. I roll the chair out of the crate. Two castors have been knocked off, the chair is covered in dust, and I notice that part of the seat cover is detached. Closer inspection I realize its broken.

Not wanting to return a chair for a second time, I was able to re-attach the seat cover and bypass the broken piece. During this fiasco, I tried calling the HM Store... and there were at least 40 callers ahead of me.

I sent them an email of photos of the damage and the broke piece. I asked for replacement parts, refund on the shipping, and a partial refund.

Really not expecting much though.

The chair is comfortable, the fiasco to get it was not worth it, however. When you call Herman Miller the reps will blame everything on the pandemic but they are continuing to sell product during a pandemic. They are continuing to contract with Fedex Home Delivery which has apparently told them it can't even deliver properly.

If you sell a $2000 chair you need to have the service to back it up. Or you just need to stop.

I’ve now called the Healthy Back Sotre twice and Herman Miller 3 times about my order of a Sayl Chair when I started working from home at the beginning of May. After spending a considerable sum I would at least expect to get some sort of indication of when the chair will be arriving (my back is hurting from being in a sub-standard chair, and if I knew it would take this long I would have ordered from another company).
The Healthy Back Store told me they had no information on when the chair would ship, and when I call HM their “hold” message just repeats the same thing over and over again every few seconds, a tactic clearly used to get us to hang up. I have tried leaving messages, but never heard back after I did.
I expected better from a company with an international reputation, but clearly they do not value their individual customers, probably ignoring them over big institutional orders.
So folks: if your back or derrière are aching after a day of working from home and sitting on sub-standard chairs, DO NOT decide to go for broke and order Herman Miller...we’ll be back at work long before your chair arrives.

Been waiting three months for my order to process for an almost 2k chair to use to work from home. Every time I call customer service, they give me lip service about how it’s going to take another couple weeks to ship. Look elsewhere for more reasonably priced chairs and a company that is reliable and honest with their clientele.

***Update***

HM reached out to me and apologized for this treatment. They have two day shipped my chair, and gave me a further discount on the price of it. I appreciate them trying to make this right. I would bring them up to 3 stars but this site won’t let me change the score.

Exactly as Ashley reported below, I just went through the exact same problem. This was by far the WORSE purchase experience I have ever had, considering I'm buying a +£1,000 item!

I purchased an Aeron chair on the Herman Miller website 2 days ago (May 11) where it clearly stated in a green blob in the chair picture "5 day delivery" - that now has been removed! This was the ONLY reason why I decided to purchase directly through them since John Lewis & Partners was £70 more expensive (which I was completely willing to pay - and eventually did) and with a 3-day delivery. Since it was only 2 days more, I decided to buy direct from the manufacturer.

To start, only 48 hours after doing the purchase I received an email with my order confirmation. (Really? 48 hours to send an automated purchase confirmation?? In 2020??)

Not only that, the confirmation now stated that it would be shipped from the warehouse on the May 26! The only reason I have purchased a +£1,000 office chair is because I had a severe back injury having to work many hours from home in a chair that wasn't proper for that so I didn't want to take any more chances. And therefore, everyday that I did not had an office chair was a big commitment and prejudice to my physical health.

I then decided to call them and ask about this. Customer Service said that my request had only been processed today (May 13), that the minimum time to be shipped from warehouse was 10 working days, that "there is no sign saying 5 day delivery on the website", but my order would be somehow expedited in 7 days. Wait. What?!

Because of all these discrepancies, I just decided to cancel my order and buy the chair from John Lewis & Partners, which took me less than 2 minutes and will arrive in 3 days (and on a Saturday).

There was no problem to cancel my order but then I asked for a cancel confirmation since a pre-payment had already been done on my credit card. Customer Service then told me that I had to wait 24 more hours just to receive a canceling confirmation email. Aff. I asked to have at least some kind of proof that my order was canceled, because I didn't want to go through this again. She then said that the only way was to speak with her manager and that a transfer call could not be possible. The only way would be to send him a message (!) so I can get a call back. Not really solving my problem, is it Herman Miller??

For a very high end furniture store, with so many prizes and design awards, the online shopping experience is falling light-years behind the brand's reputation.

I really hope this review serves as a feedback to improve the direct to consumer customer experience. The company has a great product, which I ended up buying anyway, but there is much improvement needed in marketing (commit to what you put up on the website) and logistics, your e-commerce system (48 hour confirmation emails? It's probably better if you just have someone do it manually), a Customer Service that looks more like Customer Success, and a better coordination between all of them. Then maybe you'll start living back up to the brand you once was.

Website states 5 days delivery, specifically detailed during the pandemic. This is a promise in times out of the ordinary. This is day 8 and still no product. Now the weekend so it won’t be here on days 9 or 10 either I expect. Customer service emails were vague and non-commital, missing any specific details such as courier company and tracking number. You tell me it’s shipped, where is the evidence? Online web portal not working to show order status, which may have had these details. Calling customer service, 25 minutes of being directly on hold and gave up. Entirely pathetic processes, considering their products are over £1000 per chair. This is not the way to run an e-commerce enterprise. They sell products to cater for the highest demanding, so should deliver to that level of expectation. Let’s hope the chair is actually worth it, if it ever arrives.

One of the few large companies left that actually seems to care about something other than profit. The Eames Lounger is expensive? Well buy a cheap Chinese knockoff then. Herman Miller is committed to keeping most of their production and assembly in America which is very important to me, and also better for the environment. (And to the guy that this his is "cheaply made", sorry but you didn't buy a real one.

For the cost of this Eames chair, I expected better overall quality and less imperfection. Pretty disappointing.

Fantastic furniture! Bought a Aeron chair for my home office and it has to be the most comfortable chair in the World!