Secretlab Reviews 13,273

I purchased a Secretlab chair expecting a premium product, but the quality and support have been extremely disappointing.

The chair has excessive movement and play in several areas, including the casters, hydraulic gas strut, seat base, and multi-tilt mechanism. When sitting on it, it feels unstable, almost like sitting on an egg. The chair moves sideways, forwards, and backwards during normal use. This is not what I would consider normal mechanical tolerance for a premium ergonomic chair.

The casters are loose and wobbly and do not rotate properly when the chair is moved. The hydraulic gas strut has noticeable play, and the seat base has excessive movement even though the chair has been assembled correctly and all bolts are fully tightened. The plastic adjustment levers also feel flimsy and loose.

There is also an issue underneath the seat where the foam appears to push through unsupported openings in the seat base, pushing the black fabric lining out of place. On my previous Secretlab chair, this type of issue caused damage to the foam over time, so dismissing it as purely cosmetic is not acceptable.

The most frustrating part has been Secretlab’s customer support. I provided photos, videos, and clear explanations of the defects, but the responses I received felt scripted, dismissive, and technically inadequate. Instead of properly assessing the faults, they repeatedly asked for more photos and videos or gave generic explanations about “normal play” and “mechanical tolerance”.

In my opinion, this is not acceptable for a chair marketed as a premium product. My older Secretlab chair felt better built than this newer one. Based on my experience, the quality appears to have gone backwards, and the warranty process has been unnecessarily difficult.

I would not recommend buying from Secretlab unless you are prepared for the possibility of poor quality control and a support process that may dismiss obvious issues as “normal”.

Long-time Secretlab owner here (Magnus Pro), the quality is genuinely great and it's why my wife is starting her own Secretlab setup. We had a cart of nearly $5,000 ready and waited specifically for the EOFY sale to launch. When it dropped, the prices and discounts were literally identical to what was already on the site. The "EOFY sale" was just a new banner, no actual savings.

Reached out to customer service hoping for at least a token gesture and got $150 off $4,500 (the same code that was already running), a lot of corporate-style empathy, and zero actual help. Asked to escalate and was told no, then the chat was closed on me.

The products are solid, that's why I'm here building a setup with my wife. But the marketing is misleading and the customer service is performative. Calling something an EOFY sale when nothing actually changes is dishonest, and dismissing a customer trying to spend $5k feels worse. Expected better from a brand at this price point.

Bought Titan xl evo and accessories, assembled it all together, sat down and my feet dangled from the seat. I’m 5’10, i thought maybe it’ll be fine or that there was an issue of the piston not going down or something blocking it from going further to the floor. Nope. After a while it caused my leg to go numb for weeks. I am In the process of returning it; you pay for shipping btw. got it disassembled and brought to ups to ship back, 400 dollars to return. They can’t even provide a shipping label and handle the cost for a shit product. Never again and will always tell people never to go here for a gaming chair. Such a rip off.

I am very satisfied with my support experience. The team was prompt, and the resolution process was completely seamless. I really appreciate how quickly my replacement part was processed and shipped. Secretlab continues to provide excellent customer service, and I’ve found every product I’ve purchased from them to be of superior quality. Highly recommended.

I bought both the secret lab pro standing desk and chair, and I have nothing but bad things to say about their delivery. I placed my order 6 MONTHS before I actually got the product. The product is ok, but considering the price it is not worth it. When I reached out about expediting the delivery since the mat was on preorder, I was told they cannot separate anything in the order. I even offered to purchase a replacement mat because the timeline was 5 months, and the mat is just a simple decoration piece. However, when I received all the desk parts, it came in 4 different packages, all at different times. I cannot understand how this place has gotten so many high reviews, as expensive as the product is(and there are as good products available anywhere) just to be talked down to. Additionally, reaching out only seemed to make them take longer to deliver, as an additional month was tacked on for the last piece of my order to arrive. Their customer service was rude and demeaning, and they did not actually respond to any question I would ask directly. Because of all this, I would strongly advise you to simply order from a different company.

Great online customer service
I received a replacement part fast and I keep enjoying that wonderful chair

This is a company that spends all of it's money on fake reviews. Their product in reality is probably one of the worst and most expensive on the market. I've owned my Evo for less than a year and not only is it still the most uncomfortable gaming chair I have ever owned, it is now starting to split on the arms. This is just a VERY poor product with an outrageous price tag and lots of fake reviews. I gave them two stars because I at least got a chair. That would be their next step is to just take your money and not give you anything at all.

Quick and responsive support. Loved the experience. One of the few companies who actually show that they care about their customers.

Bought monitor arm on 06.05. which would've arrived same week on friday the 08.05. WOULD'VE but THEY SHIPPED IT WITHOUT MY NAME AND ADRESS Even though the receipt they send me clearly shows they had all the correct details right away and these were the same details I used weeks before then buying the magnus pro xl there. I told this the customer support they acted like they would do something about it, but they obviously just waited for DHL to return the package and to reship it . So I had to wait for 2 weeks AND THEN THEY RESHIPPED IT WITHOUT MY NAME ON IT. So now I'm sitting here about to wait 2 weeks again. This is some ridiculous garbage for a "premium" brand.

Secret Labs if you are reading this: I thinks this error comes from the fact that your receipt adress and shipping adress blanks have different number of fields to fill in. Shipping adress has one field more; a field for the name of customer's company name. Which I did not fill out, cause I dont have a company name. so I just left it on default option "K.A." which is German for N/A , which is also the "name" DHL had. So if you are really interested in solving this issue for me and many other customers, cause I'm not the first one and I won't be the last one, PLEASE FIX THIS ON YOU BACK END SITE.

Asked if they woukd sponsor or give snything for free to a disability autismn group and they refused... contacted currys, council, samsung, even apple and they all were willing to give something. This company refused... must br happy giving out free stuff to people thst stream and offer nothing to society

Quick and helpful response, received warranty replacement properly

Spent close to $3,000 with Secret Labs in 6 weeks. The items are good quality, but they made a mistake in one of their Lazada listings. (The heavy-duty arm height). The only solution was to buy the desk raiser and a 2nd heavy-duty arm.

I got the first one on sale for $375. But now that the sale had ended, the price was around $520. I asked if I could get the 2nd arm for the same price. Considering I had to buy the Secretlabs Desk Raiser for $120, and had already spent $2,000+ at this point.

They said "no". I pleaded, and they just gave me an AI response. They mention there was a sale at the end of the month, but it wouldn't be as good. So out of frustration and having an expensive 2nd monitor just sitting on the floor, I bought it for the full $520.

2 days later, the entire store goes on sale. The heavy-duty arm I just bought is now $300, a BETTER sale price, and the Desk Raiser I bought earlier is now $70.

I messaged them to ask if I could send it back immediately and buy the new one now at the lower price. They told me I am not eligible for returns. Yet, on Lazada, it literally says 30-day return, no fees, no questions.

Overpriced scam artists.

Amazing hassle free service and the team were super kind and very helpful when helping with Warranty claims

Overall, my first impressions of both the chair and the €200 cover are positive. The chair itself is excellent — very comfortable, with great recline options and solid build quality. No complaints there.

The cover (skin) is decent quality as well, but at a €200 price point, I expected more. The fit is good, though not perfect. The seat cover locking could definitely be improved, as it tends to slide off and needs readjustment every few days.

I was also disappointed with the color accuracy. “Arctic White” looks much more like a very light grey in person and does not really match the product photos.

I would still recommend both the chair and the cover, but the cover feels overpriced for what it offers. Even a small discount when purchasing it together with the chair would make the value feel much more reasonable.

A few years ago, I bought the SecretLab Titan Evo chair. It has been a flawless product and far more comfortable than I expected. However, I vowed not to buy the desk due to the cost. Well, I just finished setting it up. Yes, the Magnus Pro XL desk. It is a beast. I had to hire a couple of guys to bring it up three flights of stairs to my apartment. Except for the cost (almost a months rent), I'm super impressed! The build quality and ease of set up is marvelous. You certainly get what you pay for! I was able to combine three desks into one. I know I'll be happy with this for years to come ... Just like my Titan Evo chair! 😁

Awful customer service. Took threatening legal action too get chair returned and refund. Do not buy. Chair is overpriced and gave me terrible back pain. Save the money get something else.

Since secret labs have responded below what they fail to mention is the several weeks of back and forth it took for them to accept the return and then another two weeks before I got a partial refund and only after I made it clear I would go to small claims court.

Bought a TITAN Evo - XL - NEO Hybrid. From unboxing to building the chair it was a possitive experience and the chair itself is comfy and feels robust.
Worth every penny.

The customer support was very nice and fast.

Great customer service! All of the products I ordered are just amazing. I've been wanting the Magnus Pro desk for a long time and I'm so happy I have it now. The delivery service went pretty smooth too. I really couldn't be happier!

I ordered a desk with a ton of accessories. They used Shop.app. After completing the order I realized shop.app put the wrong delivery. Thought I updated both addresses. Now, that is on me for not properly looking. But I immediately, and I mean immediately messaged customer service. They took awhile but then said they put in the request. 30 minutes later I get a message saying it already "shipped".

I messaged them back saying that is impossible. They said it already was set in the system for shipping and can't change anything. So I told them they have the items lets just cancel it. They refused. Then I asked for the shipping info and they couldn't give it to me. Sooooo it shipped... but no shipping info.

Why do corporations always make everything a pain in the ass for the customer and purposedly make the customer experience awful? There is no excuse for this shit. They had the item and they could have canceled it. They just didn't want to cause it was inconvenient for them. Why do we allow corporations to operate this way and not protect consumers from anti-consumer practices?