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September 2024 by Steven Im
Mark San-Juan completely fumbled my warranty claim. What was supposed to be a week to fix will now turn into 2.5 months. I called their store because my chair broke and required fixing which requires a warranty claim. I initially corresponded with him on July 22nd giving him all the information in regards to the claim. It takes him a MONTH to actually get me a status update on parts. I then find out he sent the replacement parts to a completely different state!! I gave him that information in the email, he literally confirmed it with me. So it's not like he doesn't know. Maybe if he handed it off to a representative that knows what they're doing, or actually reads his emails more than 15 days at a time this wouldn't have happened. I mean how do you mess that up. The store is in San Jose, the address I gave is in San Jose. Why else would I have contacted this store if I needed parts in a different state? I warned him I will not be available all of September. And it wasn't until late August he sends me this status update. It's impossible to reach him. What is more atrocious is that I contact this store about it and I find out he didn't even make a proper claim. The other employees now have to start from scratch with a new claim because he didn't even create one. Now it's 3 days until the end of the week and I won't be able to fix this chair until October. As of writing this moment, he still hasn't responded to my emails explaining the mistake he made. I genuinely believe he still has no idea what is going on. So much for everything. I'll contact you guys in October I guess to get this fixed.
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June 2024 by Rohit Suvarna
They lied about the delivery date if the chair. We chose the black colour one because the delivery was faster. After one week they conveniently inform me that the delivery is delayed by a month! And custer service is absolutely no help. Would strongly recommend skipping this store.
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May 2024 by K C
Do not enter this store unless you have already decided to purchase a chair from them. I am a Herman Miller customer and I was looking to buy an accessory for my Aeron chair and after contacting Herman Miller, they asked me to visit this store to try the accessory. I was aware the store does not sell parts.
What other reviewers have mentioned about the 'Girl with the Macbook' sitting there are true. When she determines that you are not there to buy a chair she will let you know that you are wasting her time immediately although not directly. She is a younger person, so perhaps she is just not mature enough to handle social situations yet in life.
I felt shockingly unwelcome at the store.
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April 2024 by Jorge 89
Picked up an embody chair today. In my first visit Mark walked me through the recommended chairs for people with back problems. Decided to return and pick up and embody chair. Process was smooth and he helped me bring it to my car. Kudos to Mark for all his professional help during both of my visits. Also to his manager, but I didn’t catch her name.
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April 2024 by Jez Sun
The sales lady lied about that parking in front of the store for pickup was OK. The pickup process also took a long time since the inventory info she told me over phone before my visit was wrong. I got 2 TICKETS from the SJC police station + Santana Row (and have to drive 40 min to pay in person because the online ticket system doesn't work) The sales lady said she would contact me after she talked to the manager but she DIDN’T call. I had to follow up myself 2 days later. The sales manager was nice and tried to help but unfortunately she couldn't do anything about it. Overall, this branch need more experienced sales/ customer service crew.
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January 2024 by Jubin John
The salesperson was very helpful and spent a lot of time explaining all the features of the aeron chair I was looking to purchase. She was quite patient as I tried out the different settings and seemed knowledgeable about the product
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January 2024 by Amrit Deol
Walked in to the store and immediately was asked if we have ever been in the store before in a condescending tone. The worker just stared at us while we sat on the chairs without talking, it was so awkward. Very uninviting…
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January 2024 by Susan Washburn
Herman Miller staff continue to be some of the most friendly and helpful when it comes to navigating such a large and lasting purchase. Thank you very much for the kindness and help towards my boyfriend and I!
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January 2024 by Den
Glad the employees allowed us take our time trying out the chairs as people often would like to come to test before buying a $2000 chair online.I thought HM was overrated but after trying in person the Embody was pretty nice.
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December 2023 by Eason Tang (Eason)
The store is nicely located at Santana Row next to the Westfield Valley Fair. Didem, the store manager, is very knowledgeable and responsive. She helps me to decide which chair to go and does a great job on following up with the delivery and answer all my question in a timly manner.For those who are looking to buy a premium chair like Herman Miller, I would suggest to try it yourself at the sotre and do research on the Internet, and I found herman miller reddit a great place to look for feedbacks from the users.
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October 2023 by Leo L
Raye was really nice and attentive. Answered all my questions about the chairs I came in to see.
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September 2023 by Margret Chee
This morning I purchased a chair from Didem (general manager) and she was so helpful. She explained everything and helped me to understand how the chairs operate. It's helpful to sit in the different chairs so I would recommend visiting this store.
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September 2023 by c c
Nice sales lady Didem the store manager had a great time with her shopping for the chairs, got my chair ordered. I’d recommend shopping with her.
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August 2023 by Miguel Ferrer
Came in to try the chairs before purchasing them online. We were testing the aeron with the instruction video they have playing.One of the sale associates was very helpful asking us if we needed assistance. The other one admonished us for testing the different knobs of the chair. Not what we were expecting from a reputable brand.
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August 2023 by Brad
I ordered what seemed to be the incorrect chair size online, and Didem was super helpful in helping me compare the different sizes in the showroom.She also saved me time by offering to kick off the exchange process while I was in the store, and I walked out knowing that the replacement was already being processed!
