ComplaintsforMiller Knoll

Furniture Manufacturers

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Initial Complaint
05/30/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made the order on march 27, 2024. My order was claimed to be delivered however I did not receive anything. The company said they will re send the item I bought. I received the new item after over 1 month of original date of purchase. In that time I bought a similar item from a local store as I was in urgent need of item (item was a desk chair). I continuously followed up asking for delivery and I was not given a timeline and with no end in site I bought from store. When Item arrived I no longer had no need so I tried to refund the item. However, my refund request was rejected. I asked for a reason why my refund was rejected as it does not go against their own refund policy. I was not provided any reason and was left with just a rejection that they will not be able to process my refund
Business response
05/31/2024
We're so sorry for the frustration and your experience. I'm reaching out to you directly to learn more information.
Initial Complaint
05/15/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Herman Miller is advertising their spring sale as a sponsored link on ****** stating "Enjoy 20% Off Sitewide + Free Shipping During The Spring Sale" valid April 25 through May 16. On May 15 around 2pm PT, I attempted to purchase Item No. ********* **************** ******** in white - $395 before the discount), but the sitewide discount was not being applied nor was I receiving free shipping. I called Herman Miller customer service to resolve this issue, and was informed that this item was not included in the sale. When asked about the false advertising, the representative stated this was miscommunication. Please see attached for a screenshot of the advertisement indicating a sitewide sale.
Business response
05/16/2024
We are so sorry for the confusion. While we do have items on sale throughout the site there are a few exclusions that apply. We have reached out to you directly in regards to your quote.
Customer response
05/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I was provided a quote for this item at the advertised rate and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
05/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a Fully ****** table before Herman Miller acquired them, and after the acquisition I filed a warranty claim against Herman Miller as its still within the original warranty period of the table due to a defect.Initially it was a good experience, Herman Miller says it will still honor the original warranty and give me a replacement.After months of wait I have only received 1/3 of the expected package, and Herman Miller cancels the other two order without any communications since then, I tried to contact the customer service but no one was responding, this is very frustrating.Order number for the replacement are S04146980 and S04153796.
Business response
05/15/2024
I'm so sorry for your experience and the delay in your replacement parts. I've reached out to you directly with more information on your replacement.
Initial Complaint
05/07/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This order was back in Mid of July. The order number is HM01774734. I paid total of $4216.01. I bought two Emobdy chairs. I have returned the product (tracking number: ************, ************) and both delivered back the the merchandize. But I still haven't recevied the refund yet. I disputed with my bank and they still refused to refund me back.
Business response
05/08/2024
We're so sorry for your experience. We are reaching out to you directly to learn more information.
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased an embody gaming chair via Herman Miller website using a discount promo code on 04/05/2024. I used their checkout on their website with no hinderance, and received a "Thank you for your order" email confirmation, immediately. Few days pass, and I use the live chat feature on their website on 04/07/2024 to ask when the item will ship, as it has not yet. The rep tells me my order will not ship, and there is an outstanding balance on the order, and it will not ship until it is paid. The promo code was not honored, which led to the balance. After discussion with general manager *****************************, ******* decided that the promo code was discontinued, and would not honor the code. This is a deceptive practice. If the code was discontinued, I would not have been able to go through checkout and receive an email receipt with the promo code attached. Herman Miller should honor this promo code, and not revoke promo codes AFTER the purchase has been made.
Business response
04/09/2024
I'm so sorry for the frustration in placing your order. We recommend contacting your company benefits team and they would be able to provide you with the steps to successfully order using your companies discount code.
We are reaching out to you directly with this information and I hope this information helps.

Customer response
04/10/2024

Complaint: 21545341

I am rejecting this response because:
I have placed another order while on live chat with an agent with a promo-code WITH screenshot verification of how the code works and it is a benefit I can use and the order was still canceled. I ordered directly from a quote. I just want to order a chair, and have been sitting on a broken one for weeks.
Sincerely,

*****************
Business response
04/16/2024
We are continuing to communicate directly with our customer to assist in placing an order.
Initial Complaint
03/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order# S04285630 I returned a Herman MIller Chair and I checked ***** had delivered it and the warehouse had received it on (2/20/2024). As of today (3/11/2024), three weeks later, I have not received my refund of ********.
Business response
03/11/2024
We're so sorry you haven't received your refund yet. We are reaching out to you directly with more information.
Customer response
03/28/2024

Complaint: 21415583

I am rejecting this response because: Order# S04285630 Purchased Date: 1/8/2024 Amount: $1,078.49 I purchased a chair from Herman Miller on (1/8/2024). I received the chair on (2/9/2024) and returned it (2/14/2024). But the refund amount was incorrect, HM owe me $49. I received an email from ********* explaining me that there were two fees: $49 shipping cost and $49 return shipping fee. (12/24/2023) - ******************************* (original person who coordinated my order) emailed me that there will be a return shipping fee of $49. He did not say there were two fees (return shipping cost and return shipping fee). Whats the difference, what a SCAM!! I do not own the chair and I am out $100!!! What kind of SCAM Herman Miller is advertising on their website. Herman Miller needs to take out FREE Shipping because if a consumer return the chair they will be charged a "Shipping Cost and a "RETURN shipping fees"!!! This is a misleading advertising and marketing scheme. Isn't "shipping cost" & "return shipping fees" the same???? Is called "Word Manipulation" I return the chair and paid a return shipping fee, why then HM charged me another shipping cost??? Herman Miller is scamming consumers on confused and word manipulation and false advertising.

Sincerely,

***************
Business response
03/28/2024
Date Sent: 3/27/2024 9:43:11 AM
I am sorry for the frustrations tied to our return policy. Our return policy can be found at ******************************************************************************************. Returns must be received in the original condition within 30 days of receipt of the purchase. Shipping and delivery charges are non-refundable. Herman Miller branded performance seating will be charged a $49 return shipping fee. Your order was charged a $49 shipping fee for the initial shipment service which was completed. The return shipping fee covers the cost of the product being shipped back to us. Per the return policy, your refund was the full price of the product minus the $49 initial shipment charge and the $49 return shipping fee.
Again, I'm sorry for the frustration. We have been in direct communication and please feel free to reach out to me directly if you would like to discuss this further.
Customer response
03/28/2024

Complaint: 21415583

I am rejecting this response because: Date Sent: 3/28/2024 2:31:15 PM

Complaint: 21490216

I am rejecting this response because: I am being DOUBLE CHARGED. The phrasing is word manipulation, misrepresentation, false advertisment, and false marketing. I will never purchase Herman Miller products again. So will my family members, relative, friends, and neighbors, and all my social networks and they will in term let all know, on and on. HM will be lose much more than $49.

Sincerely,

***************
Initial Complaint
02/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
RE Herman Miller Receipt: Order S04288622 - 12/28/2023 The top of Herman Miller ****** desk arrived damaged. I contacted the company and spoke with *************************. He was the person who answered the phone. I provided **** with all the information and we agreed that he was to dispatch a replacement top and would update me on the shipping info asap. After this **** disappeared and did not respond to emails of calls. I called your number every day this week. I was told that the info that **** provided was not accurate at all and your office did not receive photos that I forwarded to ****. I sent photos again. I called again. When I spoke with **************** on 2/14, I was told that the top may be not in stock and I need to look for other replacement options and that someone would get back to me in the next 24 hours. This did not happen. Today Thur 2/15 I received a return label in email that came from Design WIthin Reach and there is a reference to ****** desktop. There was no explanation email or call re this. I spent an hour trying to get through to either your main office or to **** at his direct line but could not reach anyone.This is not the service I expected from your company. I have purchased many of your products in the past and recommended it to many others. This is not the same Herman Miller experience I had in the past. I spent 2 hours assembling the desk just to discover that the top was damaged. It is extremely heavy. I discarded original packaging as **** told me that I would not need it and you guys would take care of everything.I hope someone who is in charge can get back to me and help me to get a replacement and a proper compensation for my time assembling and disassembling the damaged desk and communicating with your office regarding the replacement.
Business response
02/16/2024
I'm so sorry for your experience and that the top arrived damaged. I see a replacement has been ordered and I have reached out to you directly with more information.
Customer response
02/19/2024

Complaint: 21300961

I am rejecting this response because: I would like to keep this case open as the replacement is not shipped out yet and compensation credit is not determined at this time.

Sincerely,

***********************
Business response
03/11/2024
We're glad your replacement was delivered and appreciate you having worked with us while we made it right.
Initial Complaint
01/21/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am so disappointed with Herman Miller, and can't believe I have had such a bad experience. I ordered an office chair on December 4, 2023.I received an email that same day from ******, telling me that there were some problems processing my order and gave me a phone number to contact. I gave them a call that same day and was sent a quote from *********************************** by email. She was very nice on the phone and offered me a 30% off New Year's discount and it supposedly also had free shipping. When I got the quote with a link to pay, I noticed that the adjustment was slightly lower than 30% and that she hadn't removed the shipping cost. I was fine with that, because I honestly just wanted my chair that was supposedly going to ship within 3 weeks. (The reason I brought up the shipping cost is because I received an email telling me that I would be getting free shipping with my first order with the following discount code: 0U0PUUGAA0.So after I was sent the code, I immediately used to link to add my payment and shipping information, and I even received a confirmation email titled: "Order S04259279 received!"Since then, I have reached out to *********************************** through email on multiple occasions, all of which have been completely ignored. I even used their Contact Us form to send an email asking for updates regarding my order and those have gone unanswered as well.At this point, I don't know what else to do because they are incredibly hard to reach and it doesn't look like they care about customer service at all.I would appreciate it if BBB could intervene and help me get in contact with the business so my order gets processed and shipped out soon.
Business response
01/22/2024
I'm so sorry for your experience and all the frustration. I sent you an email tied to our phone conversation, and I will continue to be in touch with updates tied to your order.
Initial Complaint
01/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The office chair has a 12 year warranty. I contacted Herman Miller on 2023-06-01 to obtain warranty service. I then received an email from, *******, their service coordinator. After multiple back and forth exchanges of her asking for pictures and a description of the issue, I submitted that information (which I have the email threads, but they are too large to attach). After three months, there was no action taken. The issues was then escalated to their Senior Retail Operations Manager, *****************************. I then contacted a local Herman Miller dealer, ******, in the ******* area to resolve what Herman Miller did not. Unfortunately, the dealer brought the wrong part when they came to fix the chair. Three days later, I moved to ********. Neither Herman Miller or ****** has followed up to complete the repair.Having continually stay on top of Herman Miller and this issue to get warranty service for six month is unacceptable. All I want is my chair to be fixed or replaced. If that cannot be done, I will take a refund.
Business response
01/16/2024
I have been working with our customer via email and phone, we will be repairing the change at our inhouse. We will continue to work with the customer until chair is repaired and delivered.
Customer response
01/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
my chair has been repaired correctly and returned to me.

Sincerely,

*****************************
Initial Complaint
12/19/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
As the photo shows, a glued seam is separating. This happened within 5 months of the table being delivered. The crack was not present when delivered. The table has never been moved. The base needs to be repaired or replaced. It seems to me that this joint wasnt glued and clamped properly when manufactured. This was all brought to the attention of the authorized dealer ( Modern Hacienda) where the table was purchased. They said I needed to purchase a new base! Herman Miller said I need to talk with the dealer where I bought it. One would expect Herman Miller to stand behind their product.
Business response
01/16/2024
Modern Hacienda is an authorized retailer partner of ours. I connected with their team who is working with the customer on next steps to ensure their concerns are resolved as soon as possible.

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