Takes zero responsibility and gives no assistance
I purchased a $2,000 desk chair from them. FedEx delivered it to the wrong address and the photo proof was entirely not our building. I provided significant photo evidence showing the comparison and immediately opened the case with FedEx and notified Herman Miller. When FedEx closed the case, they shared no information about what occurred and just said to contact the shipper. I reached out by phone and email to discuss. On the phone they were cordial and said they’d research further. I get an email about an hour or so later from a different associate telling me that they see in tracking the chair was delivered (again to a place that looks NOTHING like my building) and if I have still not located it “to contact local authorities.” How are they not holding FedEx responsible on their end?! Also why do they ship expensive items without any signature confirmation. I wish I looked at TrustPilot before ordering from here. I’ve always thought this to be an extremely reputable company, but now I am out almost $2,000. This is a horrendous experience. I am at a loss for words and will be going through my credit card company now to reopen the investigation.
Brendan K
0 customer service
I had a terrible experience with condescending ableist vendors, and when I emailed Herman miller about it got 0 response.After I followed up I got an email: what exactly is your question about our product?When I answered it was a complaint about the service they replied they are not responsible for their suppliers, and if I wanted to complaint I could do so at their suppliers.(one refused to talk to me and only spoke to my male companion, and one implied that wheelchair uses wouldn't work and therefore couldn't afford a chair)This has put me off buying the chair in general, I'll gladly spend that 2500 euros on a brand that has any form of customer service!
Laura
bad customer service
I ordered a chair directly from the manufacturer's website. I received no information about delays in delivery. I was offered the option to cancel the order. At the time of cancellation, they claimed to have shipped the package. However, more than a week later, I still haven't received it. The customer service is terrible. They don't communicate anything and don't offer any compensation.
Xll
Aeron Chair from Herman Miller
The chair from Herman Miller is exceptionally comfortable. It was recommended to me and proved a great lead compared to my old ’standard’ chair.The showroom was great to test what you are buying and judge the model that fits you individually based on your needs. Help from a very friendly, informed and helpful sales assistant (Pooja) was critical to buying the right chair. Very pleased.
GJones
I purchased this Herman Miller gaming…
I purchased this Herman Miller gaming chair for work-related reasons and visited the Boston showroom in person on November to place the order. At that time, the in-store service was acceptable.However, less than two months after delivery, the chair developed a serious quality issue. Every time I sit down, it makes a loud cracking noise, almost like bones breaking, which is extremely disturbing and affects daily use.On January 13, I contacted customer service to report the problem. I was instructed to reach out to the sales associate who handled my order. I provided photos and sent videos twice as requested, yet after more than three days, I still have not received any response. This experience makes me feel that customer concerns are not being taken seriously.For a brand positioned at this premium level, the slow and unresponsive after-sales service is very disappointing. What is even more unacceptable is that, despite the issue clearly being a product defect, I may still be required to pay a $100 shipping fee.For such an expensive chair to develop quality issues within two months is simply unacceptable.Considering the price, product quality, and after-sales support, the overall experience does not match the brand’s reputation or cost. If I had to make the decision again, I would seriously question whether it is worth it.
benny kuang
Absurd customer service and return/replacement policies.
Bought a $2,440 Aeron from them on discount for $1,738.50 (Before a $99 shipping fee on a near two thousand dollar purchase) in the Herman Miller recommended size for my body type.After trying to get used to it for just under a month and running out of my return window I called them back and said that the size they recommend just won't work and I would like to exchange for the larger size, I want to stress this is within the return window of my chair.They said that because I didn't keep the carboard box, they would charge ~$170 for return shipping and restocking, and that they could not exchange at all, so that I would need to return my chair, and then pay the full price for the new chair plus shipping again unless I could negotiate the price down on the new order with someone else, the customer service rep could not negotiate for some reason until the return was already processed.So, within the return window, just looking to change chair size because the chair Herman Miller specifically recommended doesn't fit.$99 to ship to me, $170 to ship back, $702 *more* for the exact same chair just one size bigger at full price, and then $99 shipping back to me.Total, Herman Miller wanted $1,070 just to replace a chair with another chair of the same type within the return window.It would have cost $170 alone, just to return the chair at all, and then eat the original shipping cost of $99, for a total of $269 just to "try" out their chair they recommended that doesn't work and isn't comfortable for my size.
WB
Literally horrific
Literally horrific - went in store sat for an hour entering all details and I wanted it as a gift - the whole thing was wrong even the name of the recipient.Store assistant completely untrained. Never again.
Stephanie Margaronis
Incomplete Refund and Multiple Mistakes by Herman Miller
On August 13, 2025 I called and ordered a Aeron Chair and paid with my Canadian credit card. 10 minutes after I paid realized that I could have asked to charge my card in Canadian currency, then I called and cancelled the fist order that I was charged in US currency and paid for the same chair with the same credit card and asked to be charged in Canadian. But I ended up receiving two chairs with large packaging instead of one chair. since the chair didn't have the neck support I decided to return it. I called immediately and returned both chairs on Aug 22, 2025 (Please note that I ordered one chair). I was told by HM customer service that they will refund after they received the chairs. After lots of emails and calls back and forth (16 emails and 10 phone calls), Ultimately, the refund I received was insufficient to cover the amount I paid, despite numerous attempts to correct the error. The significant time and effort required on my part for a simple order cancellation and return make me question the company's customer service and financial procedures.My experience has left me with the feeling that Herman Miller does not prioritize customer care after a sale is completed. The lack of resolution and apparent breakdown in communication between the customer service and finance teams is extremely disappointing. The company's handling of my return and refund suggests a system that is not properly equipped to resolve complex customer issues.
Mehri Kafi
Never Again – This Company Shouldn’t Be Trusted
Order number: 53623I ordered a chair, waited two weeks, and it never arrived. When I called customer support, they had absolutely no idea where my order was. Instead of taking responsibility, they cancelled it without my consent and basically told me to accept it. Still waiting for refund!This company is dishonest, incompetent, and a complete waste of time. They take your money, fail to deliver, and then treat you like you should be grateful for the cancellation. Feels like a scam. Avoid this company at all costs unless you enjoy being lied to and ripped off.
Valerija
Bought an Embody chair due to some injuries
Bought an Embody chair due to some knee and neck/shoulder injuries. Pretty sure its making them worse. Chair is garbage, uncomfortable, cracks and creaks while sitting in it. Only two points of adjustment for your spine, impossible to get it to actually hug my back and be comfortable. Save your money and buy something else.
Alexander Saad
Chair left me practically crippled
I’ve had a herniated disc for about four years now. I recently purchased a Herman Miller Embody Gaming Chair hoping it would help my back.It did not. In fact, it made my back 100x worse. After using the chair for just a few weeks, I was left practically crippled and barely able to move. Around the same time, I got sick and didn’t get the chance to return it within the 30-day window.When I called the store, the associate was sympathetic, but after checking with the manager, they flatly refused to offer any kind of refund, exchange, or even store credit. I was told to “just sell it on Facebook Marketplace.”I returned the chair to the store myself and am now disputing the charge with my bank. Herman Miller, despite being the manufacturer of this supposedly premium product, has offered no assistance or resolution whatsoever.If you have a back injury, I strongly advise against buying a Herman Miller chair. The product aggravated my condition significantly, and both the retailer and Herman Miller refused to stand behind it. For a brand with this reputation and price point, the lack of customer support has been shocking. I won’t be buying from them again.
Derek Whitney
Worst customer service, defected chair, do not recommend at all
My husband and I bought a Herman Miller Embody Chair through their official reseller (BMS Design) in Turkey. It arrived fully assembled. When we had to move abroad, we contacted them for a disassembly service to check it in as baggage. Their response:“We do not offer disassembly service.” (Later, they put responsibility of ‘warranty void’ on us because we hired non-Herman Miller disassembly service. Ridiculous)Left with no choice, he hired a local handyman. During the disassembly process, we discovered that out that only one part of armrest screw was stuck and could not be removed, unlike the other armrest, which came off without any issue. This suggested that the screw had been incorrectly installed during manufacturing, we suppose. the screw may have been cross-threaded or overtightened at the factory.Our flight was the next day and we had no time, so we had to check in the chair as it is, one armrest attached.After moving to Korea, we reached out to:• Herman Miller Korea resellers with A/S center – Refused to help because we bought it in Turkey.• Herman Miller Turkey – Refused to help because we left the country. Also, initially refused to offer the disassembly service.• East Asia regional support – connected me to Herman Miller Korea. She repeated the same unhelpful response and later sent him a repair invoice costing nearly the price of a new chair, saying “maybe buy a new one is better.” . Also, refused to help because we didn’t use Herman Miller disassembly service – which I continuously explained, that I contacted Herman Miller Turkey for disassembly and they said they do not offer. When we asked to escalate the issue to HQ, they replied: “Feel free to do so”we contacted Herman Miller U.S., only to be told:• “We only support U.S. and Canada.”• “Your warranty is void because you used a third party for disassembly.” : Excuse me, did you even read my Email?????? I said we requested it to Herman Miller already, and they said no!!They completely ignored the fact that he only used a third party because Herman Miller had refused to help in the first place.[Summary]If you're planning to buy a Herman Miller chair, pray that it never has any issues. If it has any problem, you’re on your own.Their global customer service is disconnected, unaccountable, and unwilling to help, make it short, a nightmare hell.Even for minor issues caused by possible manufacturing defects. I didn’t ask for a full new chair, I asked replacement of one armrest, or fix the screw problem. The entire issue was made worse because Herman Miller initially refused to offer disassembly service – yet later they blamed me for not using their nonexistent disassembly service. Absolutely ridiculous customer service and not trustworthy product.I strongly advise against purchasing Herman Miller products. Once something goes wrong, you will face a customer service nightmare, no matter how much you paid for the chair. DO NOT BUY FROM THEM!
Jihae
No customer service , no warantie
I bought a Herman Miller chair for over $2,000, trusting the brand’s reputation for quality and durability.As part of my job, I move internationally every 1–2 years and usually take the chair with me.Sadly, it turned out to be defective, and when I contacted support, they told me the warranty no longer applies — simply because the chair was moved.So basically, the warranty is worthless, even for normal use by a frequent traveler.The customer service felt like dealing with a cheap office supply store, not a premium brand. Shocking for a chair that costs 15x more than a basic one.Extremely disappointed.
mbala merlin
Excellent parts support
I recently had a fantastic experience with Herman Miller after moving from the US to the UK with my two Fully desks. Since the US power boxes weren’t compatible with UK voltage, I reached out to their support team, and I was helped by Claire and Trent. They were incredibly kind and prompt, and they provided the replacement control boxes and cables free of charge. This level of customer service was truly above and beyond, and it means my desks will be functional in my new home. Huge thanks to the team for making this transition so much easier :)
Jaryd Carolin
Official HM is slow like hell
Official HM is slow like hell, but they meet. I didn't have any issues with support, but I was ready to wait after reading opinions here.Buy if you're looking for a new chair, a good deal is available and you're not in a rush.If you are, consider one of the great alternatives for refurbished. These are good products and keep being good after some use, so refurbished is an option to consider.
Alvaro Morales Navarro
Extremely bad quality and even worse…
Extremely bad quality and even worse warranty, the frame of my Aeron snapped and they said it failed due to being crushed inside my house or falling over and are trying to deny warranty
Antti Nummela
Quality Issue & Patronising Customer Service
I bought an Aeron direct from Herman Miller. It arrived within 48 hours, but had an issue where the back mesh sat flush in the frame one side and protruded over 3mm the other. When i raised the issue with customer services, they tried to tell me the physical defect was just a feeling on my part!!!!!! It takes them longer to respond to an email than it did to arrive .
Phil Simpson
Never buy at full price. Wait for the 25%-off offers!!
If you are in the market for a Herman Miller item, WAIT until the 25%-off offers come up. Unfortunately, if you buy outside their frequent practice of offering 25% discounts, even by a few hours, their attitude is just tough luck. They told me that there would not be such an offer in the foreseeable future, and guess what... there it was and having had my chairs only a few days later, their attitude was too bad. Know, that sales are more important than customer happiness.
Mark Wheeler
Delayed order and no cancellation notification
Order was delayed for over a month, I had to chase twice to find out where the order was. No notification of unavailability or automatic refund was given which is simply bad service.
TEVD
DECEIT AT A HIGH COST!! STAY WELL CLEAR!!
Following the purchase of two Aeron Classic Carbon Size C chairs, at a cost of approximately £1000 each, I was extremely disappointed to learn that the warranty did not cover the gas lift mechanism upon the need for its replacement. Their documentation and advertising materials prominently feature the statement, “A warranty is a promise,” alongside their 12-year coverage offer. “Our warranty covers everything – including electrical components, castors, pneumatic cylinders, tilts and all moving mechanisms”. Since when has a “gas lift” not been classified as a “pneumatic cylinder”?The warranty contains a disclaimer in minuscule print, that the ‘gas lift’ is covered for only 3 years! Herman Miller - isn’t the QUALITY MANUFACTURER one is led to believe!DO NOT BUY THEIR OVERPRICED PRODUCTS! AS THEY CLEARLY DO NOT CARE ABOUT THEIR CUSTOMERS.
MF
