Secretlab Reviews 

The got my first Secretlab TITAN Evo - XL - NEO Hybrid Leatherette (0108) and I am really impressed with it’s quality and ease of assembly. The chair is very comfortable and the customer service is also very good and friendly. Thanks for everything.

I’ve never written a review in my life and I’ve had my secret labs since 2020, what made me write the review was waking up and randomly looking at it realising it’s gotten through 6 and a half years of me not even trying to look after it, yes they are ridiculously priced but will last you over half a decade, the only things that have gone wrong with it are the chair arms degrading which is a cheap replacement somewhat and the piston going after 6 years but again worth while if it takes that long for something to give out and I used to be a big guy so that’s impressive

All in all absolutely 9.5/10 .5 taken off for the reasons stated but doesn’t take away from the quality of the chair and I’m sure they have only gotten better since my 2020 model

Love the way customer service work with you to resolve the problem and get on really quick to help you get thing's right.

Updating my review, horrible customer service.

I contacted support to confirm that box 1 of 2 was delivered but not box 2 nor the accesscories, and I was present for the delivery AND they took a photo of it in my hallway. They then asked me to confirm my address was correct and to provide A POLICE REPORT for stolen goods?

So is the stipulation that they somehow find my address and then lost it for part 2? That someone has stolen my items?

Im sorry but this is actually horrendous.

Orders arrived on time. I had a minor issue with shipping that was resolved quickly. Customer service was helpful with issue. Products arrived in good condition. I would Recommend the products that i bought.

I had a problem with my tilt mechanism on my chair. The support team was very kind and helpful. They sent me the replacement parts and when I still had a problem they sent me additional parts to make sure I am able to fix my chair. Very appreciative of the support and servie received. I have a Magnus desk and chair and very happy with both.

Customer service is quick, actual product is amazing and the delivery time is faster than what was expected. Genuinely love their products and how built to last they are. I have both the chair and the desk XL and I don't think I'll ever need a replacement.

I ordered a XL desk and Reg titan size chair. My desk order was wrong so I sent over three cancelation request as soon as I made the order because if you messed up the order it tells you to make a request quickly so I did. This order was placed at 3am and I never received an update on my order saying it was process or shipped till the next day the orders were finally shipped and picked up. Regardless they could not fix my order even though it was sitting in their wharehouse. Their lazy customer service team poorly kept me updated on my packages and did not want to help me saying theirs nothing they can do meanwhile it never shipped. For someone who spent their hard earn money on something expensive for the workers to say they priotize customer service but didn't care to fix my situation or cared to understand and than tells me you can pay to return the products back is nonsense careless and why tell customers to modify their order if your going to process it anyways. this whole situation to me is odd. Oh i will return them but for your lack of customer service I am no longer buying from you guys if you can not pay for my returns with insurance coverage.

Great product and customer service from Secretlab

Quick and good answer from customer service

I had a problem.with my evo chair and Thea was an absolute star she helped me review the problem and sent the parts to fix it now the chair is like new. Great customer service 👏 👌🏻

I was an idiot and didnt read my order properly. The chat was so good - a person and not AI and they organised a refund. The chair is so good and the clever packaging and instructions made it easy to build. Delivery turnaround was so fast too.

Terrible and slow customer service. Address was wrong, notified them in minutes. Never got any follow-up. Followed-up again 10 hours later. After the product shipped I got a follow-up saying address was changed.

Maybe the product is premium but the customer service is sh*t and totally untrustworthy.

I have been a Secretlab customer for quite some time, which is why this experience was especially disappointing.

Secretlab charges premium prices, so I expected premium customer service. Instead, I got one of the most frustrating return experiences I’ve ever had.

I purchased the Secretlab Premium Footrest, but it simply wasn’t comfortable for me. Naturally, I expected a standard return process.

Instead, I had to contact customer support and wait four days just to be told that the product is non-returnable.

The biggest issue is that this restriction was not clearly disclosed before I placed my order. If I had seen an obvious “Non-Returnable” notice on the product page or during checkout, I would never have purchased it.

What’s even more frustrating is that you can’t simply start a return online. You first have to contact customer support, then spend almost a week waiting, only to find out that your purchase isn’t eligible for return at all.

For a company positioning itself as a premium brand, this is unacceptable. Premium pricing should come with premium transparency and customer service.

The product itself may be well made, but customers deserve to know before they spend their money that certain products cannot be returned.

I won’t be purchasing accessories from Secretlab again, and I hope this review helps future buyers avoid the same frustrating experience.

Had my Titan XL for over 6 years. Over the last 6 months the base system is failing, as in it just keeps lowering itself down.

there is absolutely nothing you can do to replace it. Secret Labs don't sell any spares at all for this chair. Its ridiculous that a chair of this cost can't be repaired or replace parts.

Because of that i won't be buying a replacement from them. So be warned folks.

I don't have a reference number because it was over 6 years ago....as I said.

You don't sell spares on your website.

Horrible support. My armrests on my chair are cracked and theres a metal rod that is poking up in the seat of my chair. Even though I recently referred 2 people to buy their overpriced chairs they wanted me to pay for replacement parts.

Dont buy from here there are much better places to spend $600+ on a chair.

Amazing support. Quick response, fast turn around on an issue that in hindsight, clearly was of my own making but they helped resolve it anyway. There is a reason I now own two chairs and will recommend them to others.

The costumer service was friendly and fast paced. Dealing with the issue at hand effectively and to their best ability. The quality of the products are also outstanding and amazing, would love to see more in the business with this level of quality and care.

Buyer beware!!!
Unfortunately the customer service is awful. I bought an XL desk and added the premium add ons that they upsell. The MAGGRB magnetic light arrived and would not adhere to the desk as advertised. The magnets would not keep it up. I asked for an exchange thinking this was a faulty product.

I was first informed that it would be replaced. I was then informed that it is fine and will improve with time, that the shipping shape is why the magnet is not strong enough. I was then told after arguing that I bought the wrong size, despite using their website upsell options, and that they probably can't fix it given I chose wrong.

The sad part is some of their stuff seems ok so far, but if there are any issues, you will fight them for weeks, be gaslit, and unfortunately be left to contest it on your credit card. They also have no phone line to call about experiences, and when asking for a supervisor, will tell you there are none.

UPDATE
They have continued to gaslight me on my faulty product and are asking if they can do an exception to their return. My light magnet still does not adhere to the desk

UPDATE
They have now said returning the faulty product will disqualify me from the discount on the other stuff I purchased from them and so it will cost me 30$ to return the product they sent that does not work as advertised