Herman Miller Reviews

dogssh!t customer service and their website randomly cancel your order despite taking your money, the reps don't seem to know why. Had to talk with 4 different reps in one day.
How can a company that prides itself on quality high price goods have such terrible service? What a joke.

Customer service is non-existent; you literally can't contact them even if you really need to. I bought a standing desk from Fully, owned by Herman Miller, and they sent multiple wrong components so I can't build it. I've waited for over two weeks and there's still no reply from email support, which I've tried to contact both via Fully Help and the new Miller Knoll email address too. The phone lines are disconnected. I'm stuck with a desk I can't build. Herman Miller seem interested only in their bottom line, not the quality of the products or customer service, and I've been disgusted at the behaviour of the leadership I've seen in the media this week. I'm going to contact Amex for a chargeback, which is a shame because I really liked the desk.

*EDIT: Managed to call Herman Miller: the support team incorrectly state that Fully are a different company, and that Fully as a company wasn't acquired; only their desk design... This sadly means they won't even give estimated response times, and can only tell you to contact the same email address that hasn't responded to me for 2 and a half weeks on what would have been a very simple issue to solve.

Watch your stock price plummet because of Andi Owen. Overpriced furniture and worse leadership. What a pity.

I finally purchased an Aeron from HM (a chair that I've dreamed of owning) and had some issues with the quality when it arrived.

The armrest made a popping noise, the base was wobbly, and the mesh frame was uneven. I contacted HM regarding the quality and was told that all of these issues are "within tolerance" or "expected behavior". I was utterly shocked, as this is no cheap chair. ($1,805 at the time of writing this.)

I replied, asking if I could simply exchange/replace the chair, as it seemed like this one had poor quality control. I also stated that I had questioned other customers, and they didn't have these issues with their chairs.

I was told that they "couldn't verify those customer's experiences" and that "we can't simply exchange the chair." "You can return the chair, and buy another, but we make no promises that it won't be the same."

I wasn't very encouraged by that last statement, however I decided that I would return the chair and buy another, hoping it would be better.

A little over a week later, I received the new chair. It still had a few issues, but overall it did seem better. The problem now was that it had been well over a week since they received my returned chair, and I still had no refund.

At this point, HM was holding over $3,500. This is where a minor inconvenience turned into an all out fiasco! I went back and forth with the company by phone and email, being told something different each time, EVEN THE AMOUNT I WAS GOING TO BE REFUNDED CHANGED WITH EACH CONVERSATION. I was even told that I would be charged a restocking fee (which their own policy states is waived for this chair.)

After several days back and forth with customer service, along with being told "we've already refunded you", despite my PayPal/Bank Account saying otherwise, I finally called PayPal and got them involved.

Thankfully after getting PayPal to open a dispute, and after 10 more days of waiting, I FINALLY got my money back. (This is the first time I've ever had to open a dispute on PayPal and Herman Miller is supposed to be a reputable, multi-billion dollar company.)

I don't know if the customer service/refund department is embezzling money or what, but something sketchy is definitely going on in HM.

I decided to keep the second chair (partially out of fear of having to deal with this situation again), but I will NEVER be buying another product from Herman Miller.

All I hope is that (should any issues arise) the warranty department is better than what I've had to deal with so far. I also hope that everyone sees the reviews on here before they order from HM... I wish I had.

Andi Owen is an absolutely terrible person. A selfish disgusting CEO... avoid this company at ALL COSTS

Terrible awful and hope they're in pity city feeling sorry for themselves

Awful company, with awful policies and overpriced products.

Overpriced chairs... nothing else you say although I did speak to the customer service team who were fantastic!! Very helpful and actually guided me through products to consider.

Then I found out how staff are treated! Absolutely abhorrent behaviour. The person I spoke to certainly didn't live in "pity city" - bonuses are a collective and are just not for the greedy.

Do not purchase from this company. Google “Andi Owen Pity City” and you’ll see what the CEO thinks of their workers. She is a disgusting human being and needs to be fired.

ceo is a true piece of trash and needs a "trading places" kind of thing to happen to her - taking about pity city, how about leaving c-unt country?

Worst Customer Service!!! I have contacted them multiple times about an issue I am having with a brand new $1500 chair. No response. Don't buy from these people. Wished I would have known about their God awful customer service before spending my money with them.

Herman Miller appears to be a fraudulent company. I placed an order for a table in November with an expected delivery date in December, but they postponed it until January. Later, in February, the deliver estimate was still January. Frustrated with the delays, I requested a refund. However, on the same day that I made the request, they charged my credit card, which was previously on hold. As a result, I am now without either my money or the table. If you attempt to contact them, be prepared to wait on hold for up to 30 minutes. I have an email from them promising a refund, and if I do not receive it within three days, I will contact my bank to report a fraudulent transaction.

Herman Miller has been the worst customer service experience I have ever had. I've had bad customer service in the past, but Herman Miller takes it to a whole new level of terrible. I've been trying to purchase a chair for over a month now and the support team is completely unhelpful and unprofessional. They made me feel like I was bothering them and even told me I was making them work too much. The phone number they provide is a ghost and emails go unanswered. The few times I was able to get a hold of someone, they told me they do not deliver to my address, even though the website says they deliver to Canada. I even provided a new address in Vancouver but my order still didn't work. Three orders later, not a single chair has arrived. The customer service is unacceptable for a brand that charges such a high price. Do yourself a favor and avoid Herman Miller at all costs

Definitely the worst customer service i have ever had, they have no customer service at all. Been over 2 months now and still has not received my order. I contacted them 4 times and each time takes 10 business days to hear back or no response at all!!! It is ridiculous !

I thought I was the only one who'd have a bad experience considering it's a world-renowned company with the 'best selling' chair.

I purchased an Aeron about a year ago. First, the arms would start to lower by themselves throughout the day, I'd have to keep raising them back up. Eventually got the arms swapped out and the issue hasn't arisen again.

Now, though, the chair is stuck in the 'forward tilt' mode which is giving me back pain after 8-hour work days. I feel like I'm gonna fall out the chair any moment! Customer Service, after about 5 weeks of back and forth emails, finally agreed with me that it was broken. Still awaiting a booking to be made to have it replaced.

Original repair man for my first issue went to an old address, despite me informing them 3 times to my new address. So had to wait an additional two weeks for the fix.

Other functions of the chair don't seem to work as they did in the showroom. The "tilt sensitivity" is non existent, it's just always a little bit of rocking back and forward. It's meant to range from firm fixed to reclining back. Mine doesn't go past about 5 degrees.

I feel like I've been sold a dud!