My Secretlab chair had a damaged part, and I reached out to customer support for help. They responded very quickly and were extremely patient throughout the whole process. They promptly sent me a... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I was trying to buy a replacement lumbar knob as my current one was damaged. Despite not having an account with them, they were quick to respond and were willing to help with whatever issues I had. Th... See more
Hi SecretLab, I had a blast with Vince one of your support team members. He went off the mile and assisted me, took ownership and responsibility to dive into parts that were not asked fully... I... 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
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 24 hours
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Excellent Customer Service
Cy was quick to reply, kept me updated on my issue, and was friendly and professional!
July 3, 2026
Unprompted review
Reply from Secretlab
Hi Michael, 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.
Painless and fast
Whilst I have had a difficult experience with SL CS in the past, this time things were very smooth. I contacted them regarding a loose arm rest and I think I was out of warranty.
I offered to pay for a new one, but just wanted the right part.
SL CS asked for pictures and a video and a day later they shipped two new arm rests to me free of charge.
I didn't expect anything, maybe one, but both sides was a pleasant surprise.
June 27, 2026
Unprompted review
Reply from Secretlab
Hi CPM, 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.
Excellent service!
The team at secret lab was helpful and quick to respond. My item was of of warranty but we were able to come to a conclusion that queue for both of us
June 15, 2026
Unprompted review
Reply from Secretlab
Hi Nathan, 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.
Fast delivery of replacement parts and…
Fast delivery of replacement parts and the Support was very kind. Helped me identify the problem and offered a replacement without needing to ask about it.
July 2, 2026
Unprompted review
Reply from Secretlab
Hi there, 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 support and quick resolution of…
Great support and quick resolution of my issue.
July 6, 2026
Unprompted review
Reply from Secretlab
Hi Nick, 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.
Premium priced product delivered like trash
I would expect a premium priced product to have premium customer care and service. I purchased the newest Pokemon collab chair and when I received the item the box was completely torn open and retapped like they shipped me a returned product. The item even had pistachios scatter throughout (yes! Like someone was eating while packaging the chair. Extremely disappointed in the unboxing experience and the state of a product they would ship out!
July 5, 2026
Unprompted review
Reply from Secretlab
Hi Anthony, thank you for taking the time to share your feedback and we're sorry to hear about your experience.
This certainly isn't the kind of unboxing experience we want for our customers. We ran a check but were regretfully unable to locate a support ticket associated with your review. As this doesn't seem right, we would like the opportunity to look into this further and make things right.
We hope you'll be able to reach out to our support team at secretlab.co/contact with your order details and they will be able to investigate what happened and work towards a suitable resolution.
We appreciate you bringing this to our attention and the team looks forward to hearing from you soon.
Secretlab were accepting and…
Secretlab were accepting and understanding of the warranty issue. response was immediate, correct and promptly delivered.
Couldnt ask for a better service.
June 29, 2026
Unprompted review
Reply from Secretlab
Hi Beau, 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.
Excellent Service
I'm in love with my Final Fantasy XIV chair.
Customer service was amazing. A small plastic part of the chair had unfortunately snapped off, and they sent out a replacement part fast and free.
June 25, 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 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.
Really fast warranty replacement for…
Really fast warranty replacement for parts that were failing ..
Great warranty service and fast
July 3, 2026
Unprompted review
Reply from Secretlab
Hi Gregory, 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.
Terrible Customer Service Experience
I am incredibly disappointed with the SecretLabs customer service and deceptive expedited shipping offer. This is the response I received when I was inquiring why I only received one of my two boxes from my order:
"Fred
Actually, I already sent it to you through email this messages.
avatar
Will secretlabs be refunding my expedited shipping charge?
Fred
The priority shipping option is a premium add-on service where your order will be processed ahead of orders on standard shipping. It will then be handed over to the courier in the shortest time possible, usually within the same day or by the next business day.
This speeds the preparation but not the shipping delivery.
avatar
That is incredibly deceptive.
Fred
We apologize if you look at it that way. We may add that to our feedback.
avatar
This is verbatim from your website
Shipping Details
We ship our products from Tennessee and Utah.
Shipping Transit Timings:
Under normal circumstances and subject to stock availability, orders typically take 1 working day to be processed and will thereafter be delivered within 1-3 working days.
* Exceptions may apply to distant and/or less accessible locations. We do not ship to PO boxes and Military APO, FPO and DPO destinations.
** Secretlab will not be held accountable for any delays in shipping due to customs or carrier delays, and unforeseen circumstances outside of our control.
Fred
Our relevant team will see this feedback.
avatar
What is the contact information for a higher level customer support? Also, what is an identifier I can provide to them other than just the name Fred? Do you happen to have an employee ID?
Fred
Well, so far, I am the only Fred on Tier 1, and your ticket number is ***4994. This is the proof that you are questioning the priority payment.
avatar
Sounds good, I have all the information I need. Thank you
Fred
My pleasure."
As a customer, this has been an incredibly poor experience for me and I have every intention of returning the desk. I have hidden part of the ticket number, but would be happy to share if customer service contacts me directly.
July 3, 2026
Unprompted review
Reply from Secretlab
Hi Jon, thank you for taking the time to share your feedback and we're sorry to hear that your delivery experience did not meet your expectations. After looking into your order, we saw that it has been successfully delivered on 5 Jul.
To clarify, the priority shipping option is a service that prioritises your order for processing and dispatch ahead of orders placed with standard shipping. This helps reduce warehouse handling and preparation time before the parcel is handed over to our courier partner. In your case, the shipping confirmation email was sent 1 day after your order was placed.
Once the parcel has been handed over to the courier, the delivery schedule and route planning are managed by the courier directly. We understand how frustrating it can be when delays occur, and we apologise for the inconvenience this caused.
We hope this clarifies. Should you have any other queries, please feel free to let our support specialist know, and they will be happy to help.
Won't cancel order
Ordered a chair and after an hour I decided it wasn't right for me. Spoke with live chat and they said I could cancel just had to reply to their email to confirm, Replied promptly to confirm cancellation of my order.
That's when the troubles started, I was informed that it was too late to be canceled and would need to see through the order then send it back at my own cost. After multiple emails saying I wanted to cancel the next day they updated the order and dispatched the chair. Days later I am still no closer to getting a refund or secretlab telling the delivery company to return the chair.
Poor customer service and glad I'll not be a customer if theirs. Awaiting an email from shipping team and a case has been opened with PayPal
June 30, 2026
Unprompted review
Reply from Secretlab
Hi Graeme, thank you for providing us with your information and we're sorry to hear about your situation.
After looking into your ticket, we understand that you reached out to our support team shortly after placing your order to request a cancellation. We hope to share that we strive to process and fulfil orders as quickly as possible, so that our customers receive their purchases as quickly as possible. Because of this, the window between an order being placed and it being processed for shipping is often very short. By the time your request was looked into, your order had already progressed beyond the stage where it could be canceled.
Nevertheless, we understand this was not the outcome you were hoping for. Rest assured our support specialist is working with our courier partner to see if the shipment can be rerouted. While we are unable to guarantee that this will be possible, please know that our support team is exploring the available options and will keep you updated as soon as there is any update.
We appreciate your kind patience while this is being looked into and remain committed to assisting you throughout the process.
I had a truly wonderful experience with…
I had a truly wonderful experience with my new chair! It's incredibly comfortable and perfect for my home office setup. I've been spending hours in it, and my back feels so much better already. The design is also quite stylish, adding a nice touch to my workspace. I'm so pleased with this purchase and would highly recommend it to anyone looking for a supportive and aesthetically pleasing chair. #ComfortableChair #HomeOffice #Ergonomics #HappyCustomer #OfficeUpgrade 🪑✨
June 30, 2026
Unprompted review
Reply from Secretlab
Hi Gamer X, 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.
Reply from Secretlab
Hi Doug, 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.
Perfect customer service
Had a defect on my monitor arm, had perfect service from the support team, they were really quick and effective, the replacement part got shipped very quickly, 100% recommend
July 3, 2026
Unprompted review
Reply from Secretlab
Hi Bahana, 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.
Another great support experience
Another great support experience. We bought a chair 6 years ago for my wife and it had a problem with the armrest. We were offered a discount for a new one or we could buy parts. The chair is in great shape still so we ended up buying parts and they are on the way now. Never went longer than 24 hours without an update or response. Got additional parts added to fix the other armrest. Secretlab for life is my only option at this point. Thank you Gestoni for the excellent customer service.
June 21, 2026
Unprompted review
Reply from Secretlab
Hi Kyle, 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.
Reported damage to my chair and the…
Reported damage to my chair and the support team had the warranty items sent out (after verifying the issue) with in a couple of days and i got them within a week of the report! Great support for a great set of chairs!
June 21, 2026
Unprompted review
Reply from Secretlab
Hi Freki, 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.
Secretlab has always been helpful at…
Secretlab has always been helpful at fulfilling your needs. Their response time is slow which is unfortunate
July 4, 2026
Unprompted review
Reply from Secretlab
Hi Aidan, thank you for sharing your experience. We’re glad that our support team could assist you and that you found value in our service. Your feedback is greatly appreciated, and we’ll take it into account as we refine our processes to serve you even better. If there’s anything else we can do, please don’t hesitate to reach out to our team at secretlab.co/contact, we’re always here to help.
Good customer service
The seat on my chair was damaged because a spring came loose. The two year guarantee ended more than two years ago, but I still got a new seat. Thank you so much!
June 26, 2026
Unprompted review
Reply from Secretlab
Hi Jurjen74, 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.
Excellent after sales services.
Excellent after sales services.
My request was followed very quickly, and despite a problem with FEDEX, and the fact they didn't delivered me, the service resent me back the item.
Thanks a lot, and keep the quality as it is, just perfect
June 11, 2026
Unprompted review
Reply from Secretlab
Hi Soheil, 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.
Well the best support I ever received
Well the best support I ever received. Not gonna lie. Great support. No discussions just ask how they can help me and super service. After almost 5 years i am very satisfied with the quality and support of secret labs chairs 👍.
June 26, 2026
Unprompted review
Reply from Secretlab
Hi Harvey, 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.
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