Herman Miller Mainsite

"Bought a Herman Miller Aeron chair online directly from the company. Parts broke. Called for warranty service. Four calls, all disconnected. Fifth call just sits in silence without being answered. Not impressed, Herman Miller."

"I ordered an Aeron chair from the Herman Miller mainsite and ultimately didn't like part of the way it worked. They were incredibly accommodating and timely in organizing a return of the chair. I would recommend them to anyone based on this experience."

"From the generally positive word-of-mouth and posted product reviews from review-centric websites and sources, it's easy to believe that Herman Miller is creating many exceptional products. Seemingly, the reality may be quite different if my experience is any indication. For starters, I ordered an in-stock Aeron chair before this past holiday's deepest discount promotion. Based on the same, I was informed I would receive my chair a couple of weeks after my order was placed. Just prior to the expected shipping date I was informed that my chair was NOT in stock and that it wouldn't be shipped for another month at least. The "apology" I was offered in another email was for a future, lesser discount (which I found to be less of an apology and more of a promotion that did nothing but frustrate me further). Even though I was upset and confused by the numerous issues I experienced to this point--all of which were exacerbated by several relatively poor and excessively delayed customer service interactions--I was still expecting to eventually receive what I believed would be a helpful, high quality product. Fast forward to my receiving the chair (it took over 6 weeks) and using the chair (limitedly for a week), I decided to return it because I was experiencing significant--and eventually debilitating--pain due specifically to the chair. Even with the myriad adjustments and significant amounts of information posted online (mostly from consumers as NOTHING was included in the box), I was unable to make this chair work. It bears mentioning that the chair was surprisingly dusty/dirty when I received it, and that the left arm of the chair was not as smooth and finished as the right (the arms appear to be molded, and then the excess is shaved/smoothed, but the left arm was seemingly not finished). There may have been other discrepancies, but none that my use of/interaction with the chair readily exposed (or that I would even be aware of given my relatively limited use). Whatever the case, I reached out to Herman Miller to request a return of the chair and, strangely, was told I needed to wait to receive my RMA and instructions via email "in the next couple of days." I reached out again after those supposed "couple of days" had passed and was informed, when I asked more pointedly, that the process would take at least 10 DAYS, not including Sundays. Uh, WHAT?! Talk about a frustratingly absurd process. I've never experienced such a poor, customer-unfriendly process that seemingly exposes yet another Herman Miller shortcoming. Supposedly I'm waiting for someone to enter my information into the system and the backlog is 10 days. Besides the absurdity of this process, that should tell you something about Herman Miller products that you won't find in many online reviews: They have LOTS of returns (and poor logistical support both before and after the sale). I will never consider Herman Miller products again based on this utterly subpar experience. UPDATE: I finally received email contact with instructions and a separate email (from FedEx) with my return shipping label after 8 days (likely b/c I requested expedition of the overly lengthy process), but lo and behold: BOTH the tracking number and bar code on the label are invalid. So, after printing the label and attempting to enter the information on the fedex website for pickup, then calling a fedex rep when that didn't work, then recalling Herman Miller per the direction of fedex, I am AGAIN waiting for a usable label so that I can schedule a pick up. To date I have wasted hours of my time trying to correct issues that Herman Miller has created. I can't wait to be rid of this chair and to never need to interact with this utterly substandard company again."

"I called customer service for assistance identifying replacement parts for my Aeron chair. After a long (almost an hour) wait, the person I spoke to informed me that Herman Miller itself cannot provide me part numbers and other details for the parts I need to replace. Only local dealers can do that. I hope I can save someone else the wasted time, and I hope that they update the canned hold messages to include that information."