Karrie Adz
map-marker Northbrook, Illinois

Bad experience.

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I ordered a remastered Herman Miller Aeron from them a few days ago, it was listed as ready to ship with an awesome price. I even doubled checked with one of their chat agents if that price was correct. I placed the order, got a confirmation email and my CC was charged. The following morning, got a notice that my order was shipping and got a FedEx tracking number to be delivered in 2 day, so far so great! I was thinking this place is great. Unfortunately, down hill from there. Later that evening I got an email from their customer care team that they processed my order in error and my order will not be shipping. They stated the chair was out of stock and that someone will be contacting me to look at options. I inquired if they will be issuing a refund in the meantime as the charge was still on my CC, and got no reply. The next day I decided to browse their site to see what else they have in stock. The weird thing was that the chair that I ordered was magically back in stock with a much higher price tag. It felt like they just didn't want to sell me the chair at the discounted price (possibly a pricing error on their site, the same as the other review below). The next morning I waited a bit to see if someone would contact me as I had to leave town later that afternoon. No one did, so I decided to take buy elsewhere. One of their team leads did send me an email later that afternoon for me to call him, but at that point it was a bit too late. It would've been nice to have gotten a call vs an email initially, a sense of urgency about the matter would've been appreciated, things happen and I would've understood. But the way things transpired, just felt a bit shady. Overall not happy with the experience, you may want to double check pricing and stock before placing an order.
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  • Customer service
Reason of review:
Order processing issue
1 comment
Karrie Adz


Wadie Fkr
map-marker Fulton, New York


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Updated by user Sep 11, 2015

This chair would be good for $20 not for the price i paid, this is a total rip off.

Updated by user Sep 11, 2015

I just got the chair but its missing the screw on the right side? by the arm??

I can't believe you send a chair out with missing parts, is everyone in your company incompetent?

Updated by user Sep 09, 2015

I never even got Matt Breen's promised $25 credit. As they say the check isn't in the mail, is he a complete liar?

Original review Sep 02, 2015
filed with the BBB tonight Matt Breen screwed up my order of Order #253844 #433152 he failed to communicate with & me Fedex & screwed up again when he had the product come back on the day Fedex was going to deliver This nightmare started the moment Matt Breen entered the picture. On the pre-owned Aeron chairs the 12 year warranty is thru my company. We are currently out of stock on the C size chairs. There's a very good chance the chair ships out in the next week or so but we can't be certain as we are waiting for the next shipment to come in. September 14th is a safe date my service team enters. When are you leaving town? I ship from Chicago but the chairs come in from all over the country. Like I said, I don't think the chair will take more than a week or two to receive but once you know when you will be out of town let me know so we can make sure we don't ship it if your not there. My best guess is you will be receiving an email with the tracking information sooner than later. Never came why the problem!!! On Sat I was downstairs and get a notice in US Mail, not a doorknob. Only because I had to get a replacement keyboard that was delivered when I bought it off ebay and got tracking # that said it was. This company I've had it up to here with and its time both Principal: Mr. James A. Crouthamal (CEO) Mr. Richard Burke (President) need to know what a horrible experience it has been dealing with their company. Delivery exception LIVERPOOL, NY Ship date : Mon 8/24/2015 Northbrook, IL US Estimated delivery : Tues 9/01/2015 FULTON, NY US Customer Not Available or Business Closed Recommended action: Delivery will be re-attempted the next business day. ??? From: Matt Breen To: D S Sent: Monday, August 31, 2015 2:40 PM Subject: Re: Fwd: Your Outlet Order Confirmation Order #253844 #433152 Hi Doug, My service team has been speaking with FedEx and despite all their efforts they won't redeliver the product. I let them know you will be unable to pick the chair up so they are redirecting it back to my warehouse. Unfortunately, at this point the only thing we can do is wait for the chair to get back to my warehouse and then re-ship it. On Mon, Aug 31, 2015 at 2:23 PM, D S wrote: if u have to reship, just tell them to bill u the fee and redeliver tomorrow, rather than have to go thru this all over!!! From: Matt Breen To: D S Sent: Monday, August 31, 2015 11:53 AM Subject: Re: Fwd: Your Outlet Order Confirmation Order #253844 #433152 Hi Doug, I just got off the phone with FedEx. They attempted to deliver it 3 times last week and after 3 attempts they will hold the package at the FedEx facility. They will hold the package there for 2 days and customer pickup is the only option, they will not attempt to redeliver. After the 2 days they will ship the product back to me. Again, sorry for this inconvenience and my service manager authorized a $25 credit to be applied to your card. At this point you will either have to go and pick up the chair or we'll have to wait until the chair is returned to my warehouse and then reship it to you. Let me know if you have any questions or how you would like to proceed. On Mon, Aug 31, 2015 at 1:37 PM, D S wrote: u sure its coming today??? not a peep. From: Matt Breen To: D S Sent: Monday, August 31, 2015 8:46 AM Subject: Re: Fwd: Your Outlet Order Confirmation Order #253844 #433152 That's our mistake because my service department is supposed to send out the tracking information by email once the product ships I should have been on top of it. My apologies. Fedex called me 9/1 I told them of screw up. They apolog said redeliver today Wed 9/2.Sherry Senior Operations Liverpool NY told me 9/1. Now going back to IL, cuz another screw up Your Desired Resolution:I would like at least $100 back in addition to the $25. I would like never to deal with Matt his Supervisor ever again in my life! This chair has 12 yr warranty per company. I only want to deal with key people who care and give me the excellent customer service this company speaks of. my biggest nightmare ever as far as delivery goes. I just got off phone with them this AM cuz u decided get the package back they won't deliver today! I had an argument with Sherry this AM do not use this service to reship back to me. I need something that can be counted on with 2 hour window. This is 3rd day this week both u and Fedex wasted my time. I suffer from an anxiety disorder. This can not happen anymore. use Fedex ground, same service pay for the 2 hour window, Or just use UPS where I know they are in my bldg at 11AM without fail. At this point I need your president of company to email me worst nightmare I have ever dealt with in my life shipping wise!! From: Matt Breen To: D S Sent: Tuesday, September 1, 2015 10:44 AM Subject: Re: Fwd: Your Outlet Order Confirmation Order #253844 #433152 Hi Doug, My service manager confirmed with FedEx the chair is on its way back to us. I don't know why FedEx left the notice in the mailbox and not on the door and I have a request out to them for an explanation. I understand this was our fault and we should have provided the tracking information but it was not done. There's no excuse why it wasn't sent. The only reason I still want the chair is because I sat in one earlier this year and it was really good. I do have buyers remorse that I dealt with this clown Matt. Its about time both him and his service manager. I think Matt should be fired or be reprimanded big time for causing this nightmare. I have lost sleep 3 days in a row this week! this is what i call horrible customer service from both you and fedex, they dropped the ball too they call it a door tag yet it was only in my mailbox downstairs, why wasn't it on my door? i know ups does ground in my bldg every day. and they either leave a package or a notice, not in a mailbox, but on my door! rest of story... i would've not known about the package if my keyboard didn't stop working on thurs i got a notice of it delivered to my email sat am. i went down stairs sat eve. i need another credit from u, and u need to tell fedex how horrible their ineffective service is, in future i suggest you avoid them at all costs. both you guys messed up my sleep big time i did not take my sleeping pill, and slept horribly this exp will not be forgotten! and not sure about forgiving your company either! if both you and fedex did what was required this convo would not be having now!!! instead im angry about both companies when all i should've been was glad to sit in my new chair! thurs if a door tag was there i would've of known to look out fri! if i hadn't gone downstairs on sat, i probably wouldn't have known for another week that this was even going on, you boss needs to know that, at this point so does the pres of ur company! when i looked earlier today on fedex's website said it would be delivered 9/1, nothing is accurate with them. this is the most expensive chair i've ever bought. its not some $99 chair i bought from some massive office supplies chain, you need to do better than $25. i still want the chair, because of its benefits, i sat in one earlier this yr, but i regret doing biz with your co. and i pray that i don't need anything more over the next 12 years. that i have force u to do right thing, that's what eats me the most. if i didn't ask u to do this or that you wouldn't ever of contacted me or made anything right, i hate the world today that we assume other people care tremendous amount of pain plan was plan was to take my pain pill and sleep meds, and turn the ringer off the phone all wk or until my arthritis and pain.
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  • Nightmare
Reason of review:
Poor customer service

Preferred solution: Price reduction

Srinika Zyn


Updated by user May 09, 2013

Their General Manager called me yesterday 5/8/13, after i initiated a chat session on their website letting them know how disappointed in this transaction. He acknowledged it was a mistake on their website, explained clearly exactly what happened, and was very sincere in asking me how they could correct the situation.

He worked with me to offer a fair solution that i was ok with.

Overall i will say that was pleasantly surprised with how this was handled after i communicated my concerns to the right person. I will update once i receive this product.

Original review May 07, 2013
I placed an order with OFFICEDESIGNS.COM (OFFICE DESIGNS) on Saturday May 4th, 2013 for two Humanscale desks after following a link to their website for low prices on the product. I placed my order for each desk cost for $181 per desk, which was promptly charge to my credit card the same day. I received an order confirmation immediately stating they would inform me of my ship date. Today 5/7/2013, i received a call from a representative from the company (officedesigns.com) who informed me that they would NOT honor the prices they advertised on their website because "the manufacturer made a mistake", and it wasn't their fault. Sounds like a cop out to blame Humanscale for the mistake. OK fine. Then HumanScale should honor that price. I informed him that i thought he should honor the advertised price because if i went into any reputable retail store and saw something advertised at a reasonable price and purchased it, a reputable store would honor the price marked. He said that this was online and not a retail store. WOW. That's a bold statement for an internet retailer. Here's the screenshot of the original advertisement of their pricing on their website where it clearly says ADD TO CART FOR LOWER PRICE, which i did. That's really too bad that they took this route. It clearly shows that some companies, namely OFFICEDESIGNS.COM (and by association HUMANSCALE, despite what they say about their "Low Price Guarantee and Customer Service Promises to ensure your complete satisfaction" only give lip service instead of real customer service. The proper way to handle this would be to suck it up and honor the transaction. Considering the fact that our company is growing to 2 cities this year, and 3 more next year, humanscale and their unethical distributor just lost a sizable order. I hope anyone considering buying product from officedesigns.com or humanscale consider their attitude towards customer service. If this is their idea of complete satisfaction, I would hate to see what their post sale service is like. Buyer Beware of OfficeDesigns.com and HUMANSCALE ~Dollar
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map-marker New York, New York

Delivery Nightmare

Ordered 2 tables from www.officedesigns.com on Nov. 28, 2012. Was told delivery would be on Jan 16th which was a long time but ok. They delivered the Table tops but not the legs. Customer service gave us nothing but runaround for 2 weeks until they finally admitted they somehow lost the package. Finally they re-ordered legs from herman miller but will not be delivered until Feb 28th 2013, 3 MONTHS after initial order. They offered 10% off a future order but no other compensation. Complete nightmare that still isn't over. DO NOT ORDER FROM THESE PEOPLE. BURN IN *** OFFICE DESIGNS!!!
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