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
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Review summary
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I had a part of my chair break off, it was the plastic guard for the spring for the backrest, and while it didn't impede the function of the chair leaving it open would have been a little dangerous si... See more
Company replied
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 recomme... See more
Company replied
I cannot begin to explain how delighted I am with my whole Secret Lab experience. From order to delivery I have never experienced such super service. Furthermore, the packaging of each piece was so be... See more
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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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Buyer beware!!!
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
July 6, 2026
Unprompted review
Reply from Secretlab
Hi Tom, thank you for sharing your feedback, we're sorry to hear about your situation. We understand your frustration regarding the fit of your MAGRGB and the subsequent return process, and we want to help clarify what occurred.
Upon reviewing your order with our product specialists, our support team confirmed that the MAGRGB Light Strip purchased is not faulty or defective — instead, the issue seems to be stemming from a sizing mismatch. To ensure a precise, seamless fit, we specially designed the Light Strip in two distinct sizes, with one specifically for the Secretlab MAGNUS Pro XL desk.
Our website's built-in safeguard ensures that when purchasing a desk bundle, our system automatically syncs and lists only the accessories that match the specific desk size selected, and any amendments would have to be done manually. We've also checked that we have not yet received any similar reports from other customers.
Because the Light Strip you received is not designed for your desk size, our system limits us from processing a direct 1-to-1 exchange to the correct size variant. We can only process this as a return.
We understand that returning the item means that the slight discount for minimum purchase will be forfeited, and we truly regret that our system limitations prevent us from manually overriding or amending this discount structure for you. As a result, we always highly encourage our customers to double-check their cart items before finalizing an order to ensure a smooth experience.
Rest assured that our support team can definitely help if with the return process, should you decide to proceed with it. We hope this clarifies.
Quick, Fast, and Comfortable
Secretlab was able to receive my order, ship my chair, and have it arrive at home all in a work week. The instructions are straight forward and the tools necessary for the self-assembly are already provided. I sit comfortably in my Atlas as write this to you, highly recommending those in search of a new chair that supports an ergo seating to seriously consider Secretlab for your next purchase.
July 8, 2026
Unprompted review
Reply from Secretlab
Hi Tom, thank you for your kind words and for taking the time to leave us a review. We're glad to hear that you had a great experience with us. Your support means a lot to us, and we’ll continue to do our best to provide excellent service. We look forward to serving you again.
Really good customer service
Really good customer service, representative was communicative and responded quickly. All
I had to do was send a video of the fault at hand and replacement part was sent quickly.
June 30, 2026
Unprompted review
Reply from Secretlab
Hi Johnny, 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.
Seat base replaced
It was a pleasure dealing with John in support. They were able to send me a replacement seat base in less than a week !
July 1, 2026
Unprompted review
Reply from Secretlab
Hi Mark, 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.
Clear concise answers and a friendly…
Clear concise answers and a friendly demeaner. Ja's help led me to buy a Magnus Pro. Thank you for your professionalism.
July 6, 2026
Unprompted review
Reply from Secretlab
Hi Carlo, 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.
Reply from Secretlab
Hi Lee, 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.
Amazing experience
Amazing experience! Cath was extremely helpful and answered all my questions and concerns with full transparency.
June 26, 2026
Unprompted review
Reply from Secretlab
Hi Jason, 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.
Stunning
The chair and the desk are absolutely world class. The shape and the material mix is stunning, the accessories fit perfectly and the comfort during work is fabulous.
The shipment was fast and I would by it again if I again would need a perfect office chair and desk.
July 1, 2026
Unprompted review
Reply from Secretlab
Hi Thomas, 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.
Amazing customer support
As said in earlier review of service, Secretlab got to know i needed a replacement of the tilt-function on my existing chair, Secretlab TITAN Evo. I was hoping that i could get the chance to buy replacement parts to fix my chair, but after getting in contact with support i was immediately given the parts for free even with the warranty that had run out about 3-6 months prior as a show of good will. A company with awesome customer support to which i will recommend to friends.
July 8, 2026
Unprompted review
Reply from Secretlab
Hi Agust, 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.
Very good products and an effective…
Very good products and an effective support for every problems and warrantly claim
July 8, 2026
Unprompted review
Reply from Secretlab
Hi gabriel, 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.
False, meaningless and infuriating
The human online chat was completely unhelpful and insincerely saccharin sweet and falsely understanding.
Pasting phrases from a handling guide into the chat like:
"We truly value your comfort and satisfaction, and I understand how disruptive this situation can be"
and
"Providing you with the utmost help is our top priority"
Is transparent, meaningless and infuriating. Especially when they are coupled with a complete inability to advise or help.
Support would make something up like "the order is being processed" then when shown this was incorrect, would simply apologise, and repeat the correct information you just told them.
Secret Lab would do better training their support team on how to actually solve order issues instead of teaching then phrases to show how concerned and caring they were about my feelings.
July 6, 2026
Unprompted review
Reply from Secretlab
Hi Shane, thank you for providing us with your details. We’re sorry to hear about your experience with our support team and understand your frustration with the situation.
After reviewing your order, we found that your items were delivered separately. According to the tracking links, one item was delivered on 7 July and the other on 8 July.
We also appreciate your feedback regarding your interaction with our support specialist. While our team aims to provide clear and helpful assistance, we understand that this may not have come across as such during your conversation.
Nevertheless, we’re continuously working to improve our support processes to provide our customers with the best possible experience. In the meantime. We hope you are enjoying your setup, and please feel free to let our support specialist know if you require further assistance.
Top Tier Support
These guys are fast, polite and efficient. My question was answered right away and they went above and beyond to make sure I got what I needed. I even offered to meet them halfway with what I was asking for and they just took care of everything.
July 3, 2026
Unprompted review
Reply from Secretlab
Hi Alpha, 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.
Reply from Secretlab
Hi Keison, 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.
Great equipment, but the worst customer service you will ever experience
If you are buying a Secretlab product solely for the equipment, you’ll probably be happy—the actual gear is good. But if anything goes wrong, or if you ever need a shred of customer support or advice, good luck. You are completely on your own.
UPDATE:
Predictably, Secretlab has replied to this review, but instead of actually addressing the awful customer experience, they are continuing to hide behind corporate policy.
They used their reply to defend taking 13 days to give me my money back just because it technically falls within their 14-day window. Even worse, they are doubling down and defending the fact that they expected me to pay an extra £35 out of my own pocket just to replace a faulty part they sent me in the first place!
This reply perfectly proves my original point: they care more about protecting their rigid, anti-consumer policies than they do about actual customer service. Stand by my warning—great gear, absolutely shameless support.
My experience with their customer service has been non-existent and incredibly frustrating for a few major reasons:
The "Useless" Live Chat: The live chat function might as well not exist. The agents can’t answer a single basic question without stating they need to "escalate it to another team." You are then left waiting for an email response that takes so long it feels like it’s going to arrive in 3 to 4 years.
Deceptive Discount Emails: I constantly receive promotional emails offering discounts, but when you click the link—which literally sends you directly to your basket with a ticking countdown timer to pressure you into buying—the code doesn't work. It turns out the discounts aren't valid for the items in your basket, making the entire thing a cheap marketing trick.
Charged for a Faulty Item: To top it off, I received a faulty item. Instead of resolving it quickly, I was forced to pay an additional £35 just to have a replacement part sent out. Every single reply during this process took 3 to 4 business days.
Abysmal Return & Refund Process: After finally returning an item, it took them 13 days from the moment they received it to actually issue my refund. When I chased them up, they essentially hid behind the technicality of their "within 14 days" policy, giving off a massive "go away, we don't care" attitude. No apologies, and absolutely no offer of compensation for the endless hassle.
July 6, 2026
Unprompted review
Reply from Secretlab
Hi Karl, thank you for providing us with your details. We’re glad to hear that you’re happy with the quality of our products, though we’re sorry to hear that your recent interactions with our support team left you feeling frustrated.
After reviewing your case, we saw that you reached out on 13 June to arrange a return for a chair that was purchased in the wrong size, and the refund has been processed successfully within the timeframe outlined in our return policy.
Regarding the discount code, we’re sorry for the confusion caused. The code provided was intended for qualifying chair and desk purchases, and, regretfully, could not be applied towards a MAGPAD purchase. We understand that this may not have been clear from the promotional email and will share your feedback with the relevant team for review.
We also appreciate your feedback about response times. We understand how frustrating it can be when you’re looking for a quicker resolution, and we’re continuously working to improve our support processes.
Please let us know if you require further assistance and we hope we’ll have the opportunity to provide a smoother experience in the future.
Liked the chair so much I came back to buy accessories!
After I got the chair, I immediately noticed the difference in quality vs any other chair I'd ever used. As a big One Piece fan, I had to get the Luffy edition, plus Softweave was a bonus since I was tired of leather constantly flaking on cheaper chairs. It's really heavy and I actually needed to replace my floor mat since it was just bunching it up like a rug and leaving dents in the plastic from its weight.
Using a chair like this got me to learn a lot about posture and ergonomics, to the point where I realized little inconsistencies and tuning errors could lead to discomfort. I bought the lumbar pillow (even though the chair itself has a tunable lumbar system that's pretty robust) and it seems to have fixed any discomfort I was having. I can't blame the chair but rather my inability to tune it's l-adapt lumbar, I think.
Since I really liked the soft plush head pillow, I also got the recliner addon (came to realize I have been preferring a deeper recline for controller gaming in the chair) and the hot swappable plush armrests too, so now this chair has been fully modded into a comfort machine for me. The accessories were extremely easy to install. Really the only reason I might not recommend this whole setup to everyone (especially One Piece fans!) is the price, but ultimately I'm really happy with it myself!
July 7, 2026
Unprompted review
Reply from Secretlab
Hi Jason, 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.
Love the chair but unhappy with customer support
Love the chair but unhappy with customer support. Chair has a metal piece sticking through the chair. That should not happen. I was offered a discount on a new chair that is lower than a standard sale.
June 19, 2026
Unprompted review
Reply from Secretlab
Hi Stebahn, we're sorry to hear about your experience. We sent you a request to obtain more information and we hope to hear back from you.
Chair is not nearly durable enough.
Miraculously mere months after the 5 year warranty expires I'm left with a chair where the lumbar support is worn out, the pillow is oozing something vile (which is coming from within not a result of anything being spilled upon it), and a right side armrest that's blown out and half an inch lower than the left. I bought the chair because of my height (6'4") but I'm only 155 lbs so far less than what the chair is supposed to be rated for.
I had hoped I would be happy enough with the chair to consider buying another when it finally wore out but instead I've got a worn out chair that makes me regret my purchase.
Also submitting a review on their own website is impossible hence the external review here.
July 1, 2026
Unprompted review
Reply from Secretlab
Hi Amos, thank you for taking the time to share your feedback with us, and we’re sorry to hear about the concerns you’ve experienced with your chair.
We tried to locate your ticket with our support team, but were unable to find any based on the details provided in this review. While we understand that your chair is currently outside its warranty period, our support team would still be happy to review your case and advise on any available assistance.
We would encourage you to reach out to our support team at secretlab.co/contact with your order details and any relevant information regarding the concerns with your chair.
We hope to have the opportunity to look into this further and assist where we can. Thank you.
The chairs are garbage for the price
The chairs are garbage for the price. Between the seat cushion going flat and the fake leather peeling around the arm rest. I replaced the seat cushion but the tilt function is not working now. Plus the chair likes to swivel on it's own. I guess that's why they have a five year warranty. I don't recommend this chair for anyone.
July 6, 2026
Unprompted review
Reply from Secretlab
Hi John, we’re sorry to hear about this. We have sent you a request to obtain more information on your situation and we hope to hear back from you soon.
Team was great
Team was great. They understood my issue and promptly provided a solution
June 30, 2026
Unprompted review
Reply from Secretlab
Hi Benjamin, 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.
Very good Customer Service and bad Delivery Service (UPS)
I bought a chair.
The Delivery service by UPS failed. With the help off the customer service the delivery was at my place ~2 weeks later.
The product was easy to build.
July 6, 2026
Unprompted review
Reply from Secretlab
Hi Gerrit, 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.
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