An unpleasant Herman Miller experience in South Africa

Update: HM’s Director of Comms was kind enough to post a response here (see below in comments), Elmarie responded in the comments, today the issue was resolved when the owner of the HM distributer in South Africa called Elmarie and apologized for the way things were handled and it sounds like they’ll be working together on getting a few more Aerons for the office. Nice to see a brand that has their ear to the ground and responds to consumer feedback within 24 hours.

My good friend Elmarie ordered her first Herman Miller Aeron chair for her office. She responded to an ad placed in Gumtree by “All Office” who are the exclusive Herman Miller agents in South Africa.

She was pretty excited when her Herman Miller Aeron Chair arrived, as were we all, but it turns out the price she was charged was not the advertised R6995 (approx $765.50) but instead she was charged R7974.30 (approx $872.68), over $100 more.

She called “All Office” slightly irate and was told the price she was quoted was excluding VAT (South African sales tax). For my American friends/family and anyone in a non-VAT country, one of the first principles of the South African VAT act is that you include the tax in the price.

What really soured this experience was the following: When chatting to a manager at “All Office” Elmarie was told that if she doesn’t want to be a “good citizen” and pay the full price, then he would take the balance out of the salary of the sales person who placed the Gumtree ad.

So after hearing ads for the Herman Miller Aeron chair by Sit4Less on National Public Radio for the last year in the States – and thinking we’d get a few for our office in the USA, I’ve pretty much done an about-face on the brand and won’t be buying any Aeron’s any time soon.

PS: I’d like to hear from Herman Miller in Germany about this. Elmarie has emailed them and is waiting to hear back.

11 thoughts on “An unpleasant Herman Miller experience in South Africa

  1. Does is make any sense to boycott the Aeron/ Hermann Miller brand when your issue is with the distributor? Just unfortunate that when you live in a country where everything is imported you have to deal with so many monopolistic distributors.

  2. i admire the way this situation was handled…it shows that the De Pree family managed to set up a standard and a culture of response to customer feedback effectively…it is one of those companies i would want to work in myself.thank you for helping that lady HM team.

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