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This is how we handle complaints

Of course, it is possible that you are not satisfied with something. Whether it concerns the products you ordered or our service, we will gladly work with you to resolve the issue. We will continue until you are 100% satisfied.

Do you have a complaint? Then follow these steps:

  1. Call or email us and explain your complaint.
  2. We will process your complaint within 2 days.
  3. We will let you know how we will resolve your complaint. Is it a defect that is covered by the warranty? Then Herman Miller will decide whether you can actually make use of the warranty. Their decision is binding. You can read more about our warranty policy below.
  4. We will do everything we can to resolve the complaint to your full satisfaction and will not stop until you are happy.

If we really can’t find a solution and you remain dissatisfied, we will pick up your office chair free of charge and refund you the full amount. This also applies to a personalized chair: if it is not damaged, we will also take it back and you will receive a refund. Returns are of course completely free of charge. Read more about our return policy here.

How the Herman Miller warranty works

All Herman Miller chairs come with a 12-year warranty. If you make use of this warranty, we will repair the defects or you will receive a completely new office chair. To do so, we work together with the company ChairRepair, which is part of Herman Miller. Follow these steps if you want to make use of the warranty:

  1. 1. Send an email to info@chairrepair.nl and cc info@loyalbrand.nl. In the email, explain as precisely as possible what your complaint is about the chair, i.e. what is wrong and why you want to make use of the warranty.
  2. 2. In your email, include the following information:

a. Name

b. Address and place of residence

c. Mobile phone number

d. Email adress

e. A photo of the production label that is stuck under the chair

3. The ChairRepair specialist will contact you and schedule an appointment with you as soon as possible.

4. The specialist will come to your home or office at the agreed time and repair the defect on the spot, or arrange for you to receive a new chair.

During the appointment, the expert from ChairRepair will decide on the spot whether you will receive a new chair or whether it will be repaired. In the latter case, the specialist will repair your office chair immediately, because ChairRepair has almost all parts in stock. Because Herman Miller’s warranty is so comprehensive, this is usually at no cost to you. But what if the defect is not covered by the warranty? Then you will have to pay the bill for ChairRepair yourself. Herman Miller’s decision on this is binding.

The warranty will be void if the errors, defects or abnormalities are the result of:

  • Incorrect, careless or incompetent use or management of the product, by you as the customer or by a third party.
  • An external cause, such as fire or water damage.
  • Changes made by yourself or a third party without the permission of LoyalBrand.

Do you have questions about our complaints or warranty procedure? Then call us at 020 – 2440 962 or email us at info@loyalbrand.nl. We are happy to help!

It is always possible that something does not go as planned. We recommend that you report complaints to us by emailing info@webwinkelkeur.nl with a cc to info@loyalbrand.nl. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/consument/geschil/. From February 15, 2016, it will also be possible for consumers in the EU to register complaints via the European Commission’s ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet pending elsewhere, you are free to file your complaint via the European Union platform.