Haworth Reviews 6

Exceptionally incompetent

I received a factory defective chair with the backrest mesh coming out from the frame due to poor gluing.

After "support" told me that it's "not a problem" and offered 50 euro discount, they initiated an exchange.

Then they told me to disassemble the chair by following assembly instructions "in reverse"... for press-fitted parts that get stuck once weight is applied to them. Obviously this is not how you disassemble an office chair.

They then told me to just take the backrest off (this is not how the chair was delivered) and put it back in the box... the chair does not fit in the box with cylinder and wheelbase attached in any way.

Finally I found on youtube instructions to disassemble the chair and yes, it involves a hammer. They actually sent me a video from their factory showing the same process though they insisted on taking the backrest off which did not solve anything.

Just got the replacement chair with the SAME defect but on the other side of the backrest.

This company is supremely incompetent and has ZERO quality checks and assurance processes.

Will never touch again.

This is a review of the company/site as different people prefer different chairs so that's subjective. Delivery and returns were great, all on time using their own deliver/collection people who were very nice and great customer service before ordering and any time I contacted them while having the chairs.

After weeks of waiting for replies trying to order a Fern with lumbar and headrest, I finally was given an email address to a UK supplier. The website was broken, so couldn't find this for myself. The UK supplier didn't give me a quote and said thy can't match Haworth's online price. As it was on offer (without headrest or lumbar), I ordered a fern from the Haworth store on 28/7. Delivery was scheduled for 11/8. It didn't happen. Sent an email, finally got a reply saying there was a customs delay and the Fern arrived in their UK warehouse on 10/8. I asked for an update, the reply said "definitely this week", this was on Thursday 17/8. I waited a week and emailed again on 24/8 saying "definitely this week" hadn't happened and asked for an update. As yet had no reply no reply.

This company doesn't deserve the Haworth name. I own a small company. I just sent a large item to Malaysia, delivered to customer within 3 days, including a customs mix-up.

UPDATE:
The chair arrived today 29/8. No packaging in the box. Its bent, the controls don't work, seat tilt and position controls are lose, back is twisted when fitted, crunching noises when I try and lean back, tilt forward leans to the left. Its also covered in scuffs and what looks like mould or a thick dust. Not acceptable for a premium product. Lets see how long this takes to resolve.

Its now the 8/9, no contact from Haworth as to when the damaged chair will be collected or when I will receive a replacement. If the customer service is a reflection of the chairs quality, I don't think its worth the cost. I've had to chase them yet again.

They cheat with reviews on their website. I left them a bad review and they just hid it. This is the secret of only good reviews on their website. I received the Soji chair and already in the process of unpacking I did not understand why it had such good reviews. Build quality is poor, loose parts. Defects and imperfections on the back of the seat. Dirty spots on plastic. It would be better if they organized a good product control than paid reviews to bloggers. Support responds for a long time or completely ignores. A total headache.