12 Customer Reviews
Sort By
- Date
- Highest Rating
- Lowest Rating
Review from Ryan H
1 star04/27/2024
I purchased a Herman Miller Aeron about 18 months ago and it's already starting to fall apart I contacted customer support over a month ago and again a few days ago and still have no response Horrible quality for $2000
Miller Knoll Response
04/29/2024
I'm so sorry to hear of your experience! I've reached out to you directly to learn more information.Review from Jamie H
1 star02/11/2024
If i could give less than 1 star, I would. Extremely disappointed after spending $7500 on an Eames Chair at********to have the leather peeling off in two years. I contacted my sales rep at the store and instead of making it right, he said it was my fault and its not covered. I was shocked to hear this is how you treat your customers. I then asked for the manager to call me to which he proceeded to tell me that he agrees with the salesman's determination and "finds it funny that I'm looking for DWR/ Herman Miller to pay to repair when I damaged the chair". Excuse me, what?! Arguing with a customer who you have no proof they damaged or if its a manufacturer defect (which it actually is). This store missed the memo on customer service here apparently. I will be ensuring everyone is aware of my experience at this store and especially the GM's treatment when he called me.Miller Knoll Response
02/12/2024
I spoke directly with our client and we will be replacing their Eames Lounge Chair and Ottoman. The client and I will work together directly from here, and when we deliver a new chair and ottoman, we will pick up the one that they currently have at the same time.Review from Darren C
1 star11/24/2023
Herman Miller team, I never received a follow up response from my messages and calls about concerns with my desk. It was shipped with a faulty leg that soon completely stopped functioning. For months, I've had to use the desk at the lowest setting, which is killing my back.I would like to continue purchasing my our company's desks, chairs and other office supplies through your business, but this is unacceptable. Please issue a new and functional desk.Miller Knoll Response
11/27/2023
We're so sorry for your experience! We see you are currently in correspondence with our customer service team and we look forward to the chance to make this right for you.Review from Peter L
1 star07/27/2023
Absolutely terrible customer service -- They canceled an order on me without my confirmation and now I have to wait even longer for my order. Not to mention that they are nearly impossible to get in contact with and super slow to respond, not just their customer service representatives but even their managers. You would think a luxury brand would have stellar customer service but that clearly is not the case. I've had more responsive and better interactions with cable companies who are notorious for terrible customer service. Yes, it is THAT bad. There needs to be more accountability as they clearly don't care about their customers after they have been able to charge their credit cards.Miller Knoll Response
07/28/2023
I'm truly sorry to see the disconnects that you've experienced tied to your purchase with Design Within Reach. I am looking into this, and I will provide you with an update via email as timely as possible.Review from Adrian P
1 star01/06/2023
Their customer service is horrendous. They do not pick up their phones and they barely respond to email. I have been in a back and forth with them for close to two weeks already. I will never buy from this company again.Review from DL H
1 star07/09/2022
I ordered a table in April that was listed as ready for delivery in May. I still do not have the table in July. Twice ************* has called with a delivery date and they have not delivered. HM customer service is patronizing without actually doing anything. I ordered another piece of furniture at the same time and that company updated me about a delay and provided tracking information. HM does not even provide tracking information. I regret my order.Review from Fleming S.
1 star06/14/2022
Summary: Herman Miller placed unwanted orders on my credit card, lied to keep my order, hurt my credit score, and took months to send a chair with so much dust you can't tell the color underneath. Spent 15+ hours on the phone fighting it, beware.Full Story:Ordered a single ************ chair online. A week after ordering I got an e-mail that my order had failed. **************** said they'd been having technical problems and that I'd need to place my order again on the phone. The person said she'd give me 15% off for the trouble, so I placed the order again. After the call, I see that Herman Miller was now offering 15% off their chairs store wide. The 15% off I received "for my trouble" was actually the amount I would've paid if I'd just placed the order again that day on the website. These were the first red flags.Next, pending charges for incorrect amounts started showing up on my credit card. I called customer service and was told this was normal. This happened for months, until two charges cleared for over $4k for one chair that cost less than half that. I called customer service and was told they had made an error and that there was definitely only one order in the system now, and that one of the charges would be reversed. They said I would be given an additional refund, but the bogus charges had already hurt my credit score.Finally, I received two tracking numbers and was shipped two chairs. I frantically called customer service and was told they would contact ***** to stop the shipment. Luckily only one chair arrived, but it looked like it had been sitting in a warehouse for years. I wish I could attach pictures, it's really bad.I called customer service one last time and was an offered an additional discount for this nightmare. They gave me a discount alright, but first they revived one of the bad orders that was for the most money and applied the discount to that order so it wouldn't amount to much. This is how Herman Miller does business.Review from Benjamin K
1 star05/22/2022
After paying such a large amount of money for my chair I would've expected fast turnaround and some sort of resolution for my issues but unfortunately that hasn't been the case.I've had better support experiences with products that cost a tenth of the price I've paid to Herman Miller.I purchased an Embody chair just under a year ago and began having some issues with it after about 6 months, I contacted Herman Miller to see about getting it replaced and ideally swapped out with a different model.After waiting a few days to get any initial contact I got a message stating they needed some information, I provided that information and explained in more detail what the issues with my chair were. After this I waited again for a few more days before getting a response, I sent them over some photos of my chair and again reiterating the issues I've been having. Then again after a few days I got a response effectively telling me that there was nothing wrong with my chair.At this point I was frustrated, I sent back an email explaining that there were clearly issues with my chair, and was told to send some sort of proof as to what was wrong. I already explained the issue multiple times at this point and was frustrated. I decided to live with the chair as-is and hope that no more issues would arise.It's been about 3 months since that initial ticket now and the issues I mentioned have only gotten worse. I attempted to contact HM about a week ago and it's been continued silence.I'm not looking for a lot here, just a replacement or partial refund so I can get a new chair. I paid over 1200$ for this thing and all I've gotten is a lack of circulation to my feet and some loud squeaking noises.This entire experience has been incredibly frustrating and I would advise against purchasing a Herman Miller to anyone reading. Go get a steelcase or something instead.Miller Knoll Response
05/23/2022
I'm so sorry to hear of your experience. I'm sending you an email to learn more information and better understand the issue you're experiencing.Review from Haochen X
1 star04/24/2022
Terrible customer service, ***** warranty guarantee. I asked repair for my embody chair purchased on 2021, nobody really taken care of me. After tons of emails back and forth, some one from customer service team promised me to send some one pick it up for repair, then no respond at all and no one show up. No email reply after that, I have email tracker setup which shows they read the email but not respond me. If someone from HM read this, go and verify this: Herman Miller Chair Product Repair [ ref:_00DA0L9e8._5005d1ibwGV:ref ] Terrible service, I spent 1500 dollars for a one year life cycle chair. Never HM again.Review from Jessie
1 star01/17/2022
The worst customer service experience I've had. I've been given the run around about a desk that they never delivered, never told me was lost, and did absolutely nothing to communicate with me. I had to call repeatedly to get on the phone with anyone and I still don't have any resolution. THE WORST - I would advise everyone to stay away. Not worth the price or the hassle.Miller Knoll Response
01/17/2022
Thank you for taking the time to rate your experience with us. We are so sorry for the frustration we have caused with regard to your desk order. We see that a Manager has already been in contact with you and that you are working with a Customer Engagement Representative who will help oversee your order from here. We look forward to helping resolve the issues with your order and ensuring you receive your desk.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.