Herman Miller Omdömen 

I purchased a new premium office chair from Herman Miller and what followed was one of the most frustrating customer experiences I have ever encountered.
The chair I received arrived with signs of wear, different packaging to a replacement chair, missing warranty/authenticity labelling, missing protective wrapping on components and a general presentation that did not match what I would expect from a brand-new product. Even Herman Miller ultimately acknowledged that the chair had likely been reboxed before shipment. 
When I raised concerns, I spent weeks trying to get meaningful answers. Rather than properly addressing the evidence I supplied, including photographs, videos and independent CCTV footage, I repeatedly felt that the company was more focused on defending its processes than recognising the customer's experience. 
The returns process then became another ordeal. Collection arrangements failed, a scheduled collection was cancelled, communication was poor, and the resulting delays left me carrying the cost of two expensive chairs simultaneously. Herman Miller later accepted that their delivery partner's failures and the delays in the process contributed to the situation. 
The delayed refund directly resulted in me being charged £66.02 in credit card interest. I had warned Herman Miller in advance that financial consequences could arise if the refund was not processed promptly. Despite this, I still had to repeatedly pursue reimbursement. 
What is most disappointing is that it took an executive-level escalation before I received what felt like a proper review of the case. Only after escalating to senior management did Herman Miller acknowledge shortcomings in product presentation, complaint handling, communication, logistics and refund delays, agree to reimburse my financial loss and offer a goodwill payment. 
The chair itself may be a good product. Unfortunately, the customer experience was anything but premium.
For a company that positions itself at the top end of the market, customers should not have to spend weeks chasing responses, proving their concerns, escalating complaints and suffering financial losses just to receive a fair resolution.
I expected premium quality and premium service. I received neither.

My husband ordered a Fully stand/sit desk recently. It arrived without the control to move the desk position and is currently set too low to be usable at all. We contacted customer service about this immediately but just received a holding message and zero action taken five days after submitting I tried to call the customer service line a number of times which just goes to a message saying that the team is too busy to take calls right now and to try again later.

Their customer service team is completely unreachable. I would not recommend buying from this retailer anymore.

Extremely disappointed by the customer service. Received a broken chair and immediately informed Herman Miller on the same day. Customer service requested me to take a photo of a white label sticker from the chair. I did it but they said it isn’t the one they want. Told me to take a photo for another sticker with “do not remove” sign. I sent it to them again still not the one they wanted. Told me if I couldn’t find the sticker, they can deduct from my warranty credit. I received a broken chair and now I need to use my warranty to cover it. What a joke. Filed a proper complaint. Just received another email from the same customer service to describe the situation again with slightly better tone. Gonna file another complaint. Requested them to take back my chair from my very 1st email because the whole parcel is extremely big. After a back and forth emails sent for almost a week. they said they will have it taken back 2 weeks.

I purchased a chair in the Black Friday sale, was given a 13 week lead time (fine) but it came quite a bit before that which was a nice surprise.
Chair is great, really comfy and stylish.
There was however a fairly big (and uncommon) issue with the delivery. I find you really test the customer service when something out of the ordinary happens. They more than exceeded my exceptions of a resolution and dealt with the issue quickly and in a kind way. I cannot fault them.

Delivery was quick and well packaged. Chair received and is of good quality and I am very happy with this purchase.
Top stars
Amer

Bought the Fully Jarvis Bamboo Standing Desk for son with back problems. Looks wonderful, but two problems.
Not straighforward to assemble, and, more serious, already, just three months in, regular problems with the electronic mechanism for raising and lowering the desk. Repeated resets and then, when that does not work, unplug every connection and reconnect, not once but two or three times.

Now have a desk that goes down but not up. ...and there is no way to operate it manually. To sum up, if the electronics break, you are stuck. My advice -- get a different desk.

Chaise aeron livrée défectueuse début novembre, depuis, j'ai envoyé 5 mails, jamais de réponse, j'ai téléphoné, toujours sur messagerie, bref, garantie de 12 ans inexistante

I really hope their customer support was as good as their products.

Right after my purchase, once I was notified that the chair was with the courier I called the courier to request a change of address since this was shipped to my brother's address by mistake.

The courier told me that only the sender is able to make a change of address request.

Then, I called the Herman Miller support center and they told me: yes we can change the address but you need to email this request since we cannot do it over the phone.

Indeed I emailed the support straight away. They replied back three days after my initial email saying that only the courier can change the delivery address and that I should call the courier instead.

(In the meantime the chair was delivered to my brother and now I have to find a way to carry it to my house).

Your customer support is a joke.

Date of experience: 27 April 2023

Received a defective chair and tried explaining the issues. The support team is not supportive at all, they are only trying to save their own ass and settle the customer with extra costs. Besides that the quality of the chairs is going backwards. Got multiple chairs, the 2022-2023 chairs are not even close to the quality of my 2014 chair. Rather buy refurbished from a friendly local company instead.

Don't buy directly from Herman Miller, their service is horrifying. Safe urself the headache

Horrible experience with Herman Miller UK. I am a loyal customer and have several of their chairs in my homes. I ordered an ergonomic chair worth an eye watering 1000 pounds. It arrived damaged. I called customer services and was told to reject the delivery and expect for a new chair to be dispatched shortly. 3 weeks later and no sign of replacement chair, no communication - nothing. Spend hours on phone to their useless reception who take all the details and then just say that customer services team is too busy to take calls now. HOW IS THAT MY PROBLEM? I paid for a product, it was in stock, I was sent a damaged product, and told to reject it - WHY AM I THE ONE NOW HAVING TO SPEND HOURS TRYING TO CHASE THE REPLACEMENT? absolute shambles and the company with such high quality products should be totally ashamed of how poor the customer care really is. I will now proceed to contact senior executives on linked in to highlight these issues.

Ordered the Embody chair recently for my office. Firstly the delivery was excellent and the driver very helpful…..and secondly the product itself is great quality! The high price is justified as this is a brilliant product!

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.

Easy enough to order a sayl chair, but it did arrive with a scratch on the back no problem 14day returns but still - waiting on courier to confirm time to pick up.