Product quality is great, though still overpriced. The customer service leaves much to be desired. After buying goods for 1000+ eur tried to use an opportunity to receive a 20 eur discount for leavi... See more
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Review summary
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Excellent delivery experience, excellent instructions (built it on my own), top quality chair! This is a 5* experience and product. Worth every penny. Don’t hesitate! Bought the mint green Titan Evo a... See more
I bought this MAGRGB™ about 1.5 years ago but didn’t install it until recently. Unfortunately, it wasn’t working when I finally used it. I contacted customer support, and they were very friendly,... See more
First of all, the packaging and unboxing experience was premium. I'm an older gamer so this is typically no big deal to me but it was clear that Secretlab went the extra mile. Assembly was easy and... See more
Company replied
Company details
Written by the company
Combining science and design, Secretlab is a company specialising in US Ergonomics-certified task chairs and accessories. We dedicate ourselves to bringing modern ergonomics to life. Check out what the experts & research journals say about us: secretlab.co/pages/ergonomics
Contact info
United States
- support@secretlab.co
- secretlab.co
4.0
Great
14K reviews
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Replied to 99% of negative reviews
Typically replies within 24 hours
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Great support experience
Great support experience. Great communication throughout. Replaced faulty unit without hassle.
July 2, 2026
Unprompted review
Reply from Secretlab
Hi Royce, we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.
3rd Secretlab order.
This was my third secret lab order. Ive had 3 and I also put multiple mates onto this premium product. This time round I ordered the magnus xl height adjustable table. Comes with a price tag. But wow. Seriously the whole building experience to having a setup thats so clean and tidy because of it. The premium parts and feel to it. The build quality. Even the extra accessories are awesome and simple to use. The chair, the reason I buy them every 3 years cause I moved houses otherwise it'd be a investment for 5 years to sit in a chair for 16 hours and get up without back or tail pain is what your paying for. Delivery is quick also.
June 27, 2026
Unprompted review
Reply from Secretlab
Hi Imre, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that it met your expectations. We take great pride in offering quality products, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Do not buy the Magnus EVO useless…
Do not buy the Magnus EVO useless desktop with no add-on features available,which is the unique thing about secretlabs upcharging you for a casual desktop. I have previously ordered plenty of stuff from them which were nice,of course costly,but the EVO doesn't fit their brand.
June 22, 2026
Unprompted review
Reply from Secretlab
Hi Kristiāns, thanks for sharing your details with us. We're sorry to hear about your situation. We noted that you purchased a Secretlab MAGNUS Monitor Arm as well as the Secretlab MAGPAD Desk Mat for your MAGNUS Evo desk.
To share, our Secretlab MAGNUS Evo desk is designed as an everyday sit-to-stand desk, that allows users to simplify their setups while also eliminating cable mess and achieving a minimalist look.
Similar to most companies producing different variants in a product line, compatibility specifications may differ and we encourage all customers to check on this before purchase. This information can be found on all product pages on our website.
Alternatively, customers may choose to search for the compatible accessories by filtering the "Compatibility" filter on our accessories page, secretlab.co/collections/accessories
We hope this helps. If you require assistance with your order, do reach out to our support team at secretlab.co/contact and the team will be sure to help you as much as they can.
Great interaction
Great interaction! Fast response and sent me what I needed right away. They went above and beyond to make sure I was taken care of, followed up to make sure I was satisfied, they have a life time customer.
June 21, 2026
Unprompted review
Reply from Secretlab
Hi Brian, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.
Warrantee support
Had a small issue that needed addressing on my chair and Secretlab handled it with no hassle and was extremely swift.
The chair us awesome too.
June 25, 2026
Unprompted review
Reply from Secretlab
Hi Berenger, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Issue with ordering Small
Contacted support because I had an issue ordering the small chair. Easy to contact, talk to, I got the original refunded and I have my small. The size is perfect and the chair is absolutely the most comfortable one i've ever owned. The pictures also do not do it justice. It's absolutely stunning.
June 18, 2026
Unprompted review
Reply from Secretlab
Hi Inu, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Secretlab customer service is the best!
Had the best customer service from Erie. I told him what was broken and he had the part on the way within a couple of days! No questions and no fuss! Even gave me advice on how to install it so it wouldn’t get broken again!
June 21, 2026
Unprompted review
Reply from Secretlab
Hi Glenn, we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.
Fantastic chair
First of all, the packaging and unboxing experience was premium. I'm an older gamer so this is typically no big deal to me but it was clear that Secretlab went the extra mile. Assembly was easy and the instructions were crystal clear. As for the chair itself, it is by far the nicest and most comfortable desk/gaming chair that I've ever had. Thanks Secretlab!
June 17, 2026
Unprompted review
Reply from Secretlab
Hi James, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that it met your expectations. We take great pride in offering quality products, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
I needed new parts for my SecretLab
I needed new parts for my SecretLab chair and the customer care specialist John and Tin were there every step of the way.
They got the new parts ordered, and while there was a 2 month wait, they kept me updated every step of the way!
I’ve now got the parts and only just managed to replace them, but I’m so happy my chair is squeak free and good to go for another 3 years or maybe more!
Thank you John and Tin!
April 16, 2026
Unprompted review
Reply from Secretlab
Hi Daniel, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.
Don’t buy nothing here!!!
Any orders at secretlab.co totally not recommended! You can wait months for delivery because in policy is information: item processed for shipment can’t be cancelled and processed for shipment status is automatically after payment. I try to cancel two my orders with was booked month ago and I can’t. So dear secretlab I just inform you I can cancel my order if item is not shipped to me already. Unfortunately you can’t provide where is my item and there is no tracking number. I’ll requested for full refund. And not recommended you any more. Regards.
June 7, 2026
Unprompted review
Reply from Secretlab
Hi Maciej, sorry to hear about your situation. We understand that you purchased a pair of replacement armrest tops on 7 June, with them being on preorder and scheduled to be shipped out by 3 July.
From your ticket with our support team, we noted that you reached out on 1 July requesting for a cancellation of the orders.
As the orders were scheduled to be shipped out very soon, they have already been packed and pre-assigned to couriers to be picked up within the next few working days and a tracking link will be sent to you. As a result, changes can no longer be done to the orders.
Still, as suggested by our support team, returns can still be done and the team can assist with this once the orders are well-received on your end.
We encourage all our customers to double-check the in-stock or pre-order statuses before making payment, so as to ensure a smooth purchasing experience. We hope this clarifies.
I would like to sincerely thank Lauren…
I would like to sincerely thank Lauren for the outstanding support she provided throughout my customer service request. She was professional, responsive, courteous, and always provided clear and relevant answers. Her assistance made the entire process smooth and reassuring from start to finish.
I would also like to congratulate Secretlab on the speed of processing my order and the fast delivery. Everything happened exactly as promised.
Finally, I would like to thank Secretlab for designing such high-quality chairs while also embracing a sustainable approach. Instead of having to replace an entire chair, I was able to replace only the seat base, restoring the original comfort at a very reasonable cost. This is an excellent example of supporting customers while extending the life of a premium product.
The installation of the new seat base was quick and straightforward, with no difficulties at all. My chair now feels as comfortable as the day I bought it, and I’m confident it will serve me well for many more years.
Thank you to Lauren and the entire Secretlab team for this excellent experience.
June 30, 2026
Unprompted review
Reply from Secretlab
Hi pen, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Repeated armrest failures on an otherwise comfortable chair
I bought a Secretlab TITAN 2020 chair in December 2022. The chair itself is comfortable, but the armrest material has been a real disappointment.
By September 2023 the material on one of the armrests had split. After contacting customer service and going through the process, I paid delivery and received a replacement. In October 2024 the replacement developed the same cracking issue and had to be replaced again.
It is now July 2026 and the same problem has returned, with the replacement armrest cracking again and the other side now also showing cracks. This feels less like normal wear and tear and more like a durability issue with the armrest material.
Secretlab have now said the warranty has ended and offered either £70 off a new chair or chargeable replacement armrest covers at a subsidised price, plus shipping. Given this is the third time the same issue has occurred, I do not feel that is a particularly good resolution.
Overall, the chair is comfortable, but based on my experience the armrest covers have not lasted well, and I would be cautious about buying another Secretlab chair.
July 1, 2026
Unprompted review
Reply from Secretlab
Hi Paul, sorry to hear about your situation. We understand that your Secretlab TITAN Classics 2020 chair was purchased in December 2022 and you recently reached out for assistance with your armrests.
As your warranty coverage ended in December 2025 and no extension application was submitted to us, we regret that we are unable to provide you with complimentary replacement parts like the other times.
We seek your kind understanding that this is a practice similar to most other companies practicing limited warranty coverages.
Nonetheless, we're always trying our best to ensure that all our customers are well-taken care of and we noted that our support team provided you with several options to resolve your situation. It would be great if you could reconsider the options provided so that our team can assist you further with your choice.
We hope this clarifies and we look forward to assisting you further via email.
Excellent customer service
I had an issue with a broken part of the seat and even though my chair was out of warranty, the support team was really helpful. They ended up offering me a replacement seat for a very reasonable price. Really happy with how Clous from Secretlab handled everything.
June 30, 2026
Unprompted review
Reply from Secretlab
Hi Mario, we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.
Ordered an overpriced recliner 200…
Name: xxxx
Summary: Name: xxx
Summary: [L4VMR0-xxx
Ticket: 3211768
(Since i've been hesitating to buy a plastic / metal recliner for 200 euro's and been considering to buy it for atleast 350 days. Now i buy it and i get a middle finger from customer support. Litterly pissing on EU consumer rights.
Fedex 898xxxx
I'm now on day 16 waiting for my package, and Secretlab's customer support has been sending me in circles the entire time.
Every single day I get the exact same copy-paste response:
"Sorry this is not the experience we want to give you. We will inquire about your request with our fulfillment team."
Then... nothing. Rinse and repeat.
On top of that, they've consistently ignored the same four questions I've asked multiple times. Their live chat and emails feel almost entirely AI driven, and I can't seem to get through to an actual person.
I've made it very clear that I want either reasonable compensation for the delay or for the order to be cancelled due to their failure to fulfill the agreement (i'd rather not cancel because i've been excited to try it out.) . Instead of addressing either request, they just keep avoiding the questions and stalling for time.
I've honestly never been this frustrated buying such an expensive product. Paying a premium price only to be met with endless AI responses and zero accountability is incredibly disappointing.
The most frustrating part is that I'd been debating whether to buy this plastic and metal recliner for almost a year, well over 350 days. I finally decided to pull the trigger, only to be rewarded with what feels like a giant middle finger from customer support.
To make matters worse, they seem to have no regard for EU consumer rights. Instead of providing clear answers or taking responsibility, they just keep hiding behind automated responses and endless delays. It's incredibly disappointing, especially from a company that markets itself as a premium brand.
Honestly, how did a multi billion dollar company get so crappy support? And i thought i was the only one. But reading the reviews. Everyone have the same complaint!
June 16, 2026
Unprompted review
Reply from Secretlab
Hi James, thanks for sharing your experience with us. We're sorry to hear about your situation with our delivery partner. We understand that your order was promptly shipped out from our end on 16 June, though it has not yet been received at your location.
We understand that you have reached out to our support team on 26 June to enquire on the delivery status. Just to share, in such situations, our teams will usually first need to raise an investigation with the assigned courier to locate your order and this may take some time.
Nonetheless, please be assured that our teams are working to resolve your case as quickly as they can. Should there still be a lack of tracking updates, rest assured that our support team will be following up with you to provide you with a replacement. We seek your kind understanding that this is to avoid the replacement order arriving at the same time that the original order is found, further complicating the situation for you as returns will then have to be arranged.
Your kind patience will be much appreciated in the meantime. We'd also like to recommend for customers to refrain from submitting multiple emails or chat tickets, as our tickets are sorted according to latest update and this may result in a longer response time.
We hope this clarifies and we look forward to assisting you further via email.
Excellent customer services
I’ve had a SecretLabs chair for quite some time now. When a part broke after two years, it was replaced quickly and under warranty.
SecretLabs, thank you for this service and support.
June 17, 2026
Unprompted review
Reply from Secretlab
Hi Yuri, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.
Great Team and product
Great Team and product. The chair is the best I've ever had and the customer service team knows how to help and they get it done fast.
June 25, 2026
Unprompted review
Reply from Secretlab
Hi Elijah, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Secretlabs makes great products
Secretlabs makes great products. I have the Evo titan Xl gaming chair and I love it. The next best thing about Secretlabs is their Customer service and warranty. I had an issue with arm pads separating on a seam. Secretlabs has replaced both arm pads under warranty without any hassle. The process was very easy and quick...I would absolutely Secretlabs products to my friends a d anyone else looking for great products backed by excellent customer service.
June 26, 2026
Unprompted review
Reply from Secretlab
Hi Tim, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Your system changed my address when…
Your system changed my address when selecting my FSA card for payment. I had previously been able to make changes to two other orders I’ve placed in the future but now I’m being told nothing can be done by Beatrix and I have to pay to have my address changed the order cannot be cancelled even though it hadn’t shipped yet. This is all BS! Is fantastic and was able to locate a previous order in the system and cancel it prior to shipping. Mel has been great working through an issue I had with another chair!
Soooo needless to say, if I have to incur any additional cost based on you all not doing your jobs an passing the BS cost down to the customer you will be receiving a legal invoice for any extra cost based on my pre ious experience your conversation history you share every time and Beatrix lying about your total functionality.
I also work in retail and web sales services so this customer services is trash and I will look for somewhere else to buy another chair in the future! You’re not the only one making this product please realize that!
June 22, 2026
Unprompted review
Reply from Secretlab
Hi Brian, thanks for sharing your experience with us. We're sorry to hear about your situation. We ran a quick check on your ticket with our support team and noted that you reached out for assistance with your shipping address several hours after your order was placed.
As shared by our support team, the window between order placement and processing for shipping is very short. As a result, orders are usually picked and prepared for shipment as soon as they are placed, and your order would likely be in the process of delivery assignment when you reached out.
Cancellations at this point cannot be processed due to system limitations, and as such, our support team suggested to assist with a return instead, once the order has been delivered to you. While we understand your situation, we seek your kind understanding that our teams are doing all they can to assist as well.
We always encourage our customers to double-check their orders before making payment so as to ensure a smooth purchasing experience.
Nonetheless, please be assured that the team will be able to assist further once the order has been delivered. We hope this clarifies and we look forward to assisting you further.
the warranty support was truly unexpected & appreciated
I've owned my Secretlab chair for 5 years, and the quality is outstanding—no squeaks, no slop in the moving parts, and the leather still looks fresh.
I recently noticed the seat frame was bent and emailed customer service, fully expecting to pay for a replacement part given the chair's age. Instead, they responded the same night, skipped the blame game, and shipped me a replacement seat base at no charge by the next morning. It arrived in just two days and was easy to install. Using my old backup chair for just 48 hours reminded me exactly why Secretlab is important and was the right choice. Incredible product, even better service!
June 16, 2026
Unprompted review
Reply from Secretlab
Hi Mike, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
They made a custom order for me when my…
They made a custom order for me when my chair parts weren’t available on the website
June 23, 2026
Unprompted review
Reply from Secretlab
Hi Clayton, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.
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