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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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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Replied to 98% of negative reviews
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secretlab scammers of shady discounts and inflated prices.
secretlab are the biggest scammers of all time stay away from this greedy and shady company.. they lie and they scam.
i got a voucher for velcoming and first time buy. when i want to use it it didn work and i contacted "support" if you can call it that. its a third person with no saying that has to really everything to others that just tells him how it is then he can take all the punches.
nevermind the code didn work and i said it didn work. after 5 days he returned to tell me that the code works but now the terms have change on it to be only accesories and not chairs because they are running a seperat discount on chairs this month.
im sure that its total illegal and i hope they get what they deserve.
really a scammer company. im not bying anything there at all
June 25, 2026
Unprompted review
Reply from Secretlab
Hi Kristian, thank you for taking the time to share your feedback and we're sorry to hear about your experience. We ran a check and noted you reached out to our support team on 20 Jun regarding an expired discount code.
As shared by our support specialist, our welcome promotional codes are issued for a limited validity period, and the applicable terms and conditions may vary depending on the promotional period in effect at the time of redemption. To assist you, our support team issued a replacement code after your original code had expired.
We understand that this was not the experience you were expecting, and we appreciate you taking the time to share your concerns. Your feedback has been noted and will be shared with the relevant team as we continue to review and improve our customer experience.
If you have any other questions or require further assistance, do kindly let our support team know and they will be happy to help.
There is no long term reliability and…
There is no long term reliability and support. Total disappointment to my investment. I don't recommend buying this brand since there is no manufacturer support for near future.
June 18, 2026
Unprompted review
Reply from Secretlab
Hi Serkan, thank you for taking the time to share your feedback with us.
After reviewing your ticket, we understand your frustration regarding the availability of replacement parts for your chair. As shared by our support specialist, replacement parts for your chair model have regretfully been discontinued. While our support team were unable to provide the replacement part you were looking for, they offered a special discount on a new chair as an alternative option instead.
We understand that this may not have been the outcome you were hoping for, and we appreciate you taking the time to share your feedback. Your comments have been noted and will be shared with the relevant team as we continue to look into opportunities to improve our products and customer experience.
We hope this clarifies and should you require further assistance, do feel free to let our support specialist know and they will do their best to help. Thank you.
Purchased the yellow and black vitality…
Purchased the yellow and black vitality chair along with accessories and my kids father absolutely feels the better quality compared to the other chair he had. The company has been very responsive through all of my concerns and was quick to solve my issue. I highly recommend this company for gaming chair. I wish I could upload a pic ⭐️ ⭐️ ⭐️ ⭐️ ⭐️
June 24, 2026
Unprompted review
Reply from Secretlab
Hi Jasmine, 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.
Great product
Everything comes well packed and is a fun unboxing, great company to order from.
June 12, 2026
Unprompted review
Reply from Secretlab
Hi Zac, 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.
Replacement parts for 6 year old chair
Support helped me get replacement parts for my aging 2020 model chair and keep the costs down.
June 22, 2026
Unprompted review
Reply from Secretlab
Hi Steven, 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.
Milllion dollar idea: What if customer service didn't service the customer?
One star is too generous for the incredibly lacklustre service I am loathe to still be receiving after coming to to possession of a new chair which smells like damp and mold, much to the lack of enthusiasm to rectify this of Secret Lab customer support.
Returning due to fault seems to be an insurmountable task that takes more than a week of correspondence to get even half way to resolved.
Customer support attempted to charge me to return the faulty product, in direct contravention of UK consumer law and are continuing to drag their heels on actioning anything other than scripted emails that raise more questions than provide meaningful answers.
As it stands a courier is due to arrive later this week despite customer support stating return has not yet been authorised.
Regretting wasting my time and money.
Update:
To respond to the reply below, I did not opt to seek a return despite receiving a solution from customer support, I opted to seek a return because the cleaning product did not work and the chair continues to have a strong smell almost 14 days after receipt. This should not be considered normal and nor should it be considered normal to have to foam clean your brand new £500+ chair within days of arrival.
The customer support has been slow and patronising throughout, including the reply to this very review. If it is normal for SecretLab chairs to smell, why isn't this detailed in their marketing materials?
Update 29/06:
I contacted live chat on 28/06 as disassembling the gas lift is not possible with the tools available to me without damaging the chair. I was told this information would be passed on to the support agents working on my return ticket but this did not happen, instead I received an email asking if I had actioned the return acknowledgement form and disassembled the chair yet. I am now going to have to cancel the courier collection as they are due to arrive in 24 hours and have not been told how to proceed to pack this.
Update 07/07/26:
Despite having the chair boxed and ready for several days now, there is silence in comms from Secret Lab as my banks Section 75 process is beginning to kick off. Would wholeheartedly recommend shopping elsewhere. Yesterday marked a month since purchase and the chair still smells at the point of packing.
June 24, 2026
Unprompted review
Reply from Secretlab
Hi Gordon, thank you for providing us with your information, and we're sorry to hear about your experience with your new chair.
After reviewing your ticket, we understand that you reached out to our support team regarding a smell from your chair shortly after receiving it. As shared by our support specialist, it is normal for a new chair to have a slight smell when first unpacked due to the materials and packaging, and this typically dissipates over time with regular use and by allowing the chair to air out in a well-ventilated area.
We would also like to reassure you that our chairs are REACH tested and certified, meaning the materials comply with strict European Union chemical safety standards and are assessed to be safe for prolonged skin contact and daily use. To help address your concerns, our support specialist also arranged for a foam cleaner to be sent to you. However, we noted that you wished to proceed with a return instead.
We understand that the return process has taken longer than expected. However, we hope to assure you that the team is actively following up with your return request and will provide you with an update as soon as possible.
We appreciate your patience throughout this process, and should you have any other queries, please feel free to let our support team know.
Update (29 Jun): Hi Gordon, thank you for the update. We'd like to clarify that offgassing is actually a common occurrence for brand-new, tightly-sealed furniture, for many other companies with the same packing procedures. All our products are packed and sealed tightly within our production facilities to reduce shipping damages during transit, and most of our customers have reported that any smell usually dissipates within a few days in a well-ventilated area.
As such, your situation is a rather strange one for us, but rest assured that our teams are trained to assist. We noted that a return pickup has been arranged for you and our team last dropped you an email on 29 June to check if you need any further assistance before the scheduled pickup.
It would be great if you could drop the team an email if you need more help. We hope this clarifies.
I sent them a warranty inquiry last…
I sent them a warranty inquiry last june 6 about my deformed seatbase, their customer care specialist responded the same day and asked for photos or proof. The next day he asked for my shipping address. And they sent the seatbase replacement with no other questions asked. Man, i wish every customer care supports are like theirs. ✌️
June 6, 2026
Unprompted review
Reply from Secretlab
Hi jan, 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.
Support was quick and responsive and…
Support was quick and responsive and sent me a new arm rest under warranty after the old one tore
June 24, 2026
Unprompted review
Reply from Secretlab
Hi anonymous, 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 product
For the price, thos is a great product. Highly recommend.
The product is heavy so I would highly recommend making sure you have help. Super easy to put together.
June 24, 2026
Unprompted review
Reply from Secretlab
Hi korenn, 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 Sean, 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.
Side cover broke
Side cover broke, probably outside of warranty, and almost certainly due to me bumping it or something.
I reached out and customer service was super responsive, made sure they knew what piece needed replacing, and sent a replacement part free of charge within a week or so.
Very impressed with the process from start to finish, will be using SecretLab gear for a long time!
June 17, 2026
Unprompted review
Reply from Secretlab
Hi Jez, 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 Ivan, 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.
Needed replacement of armrests after 6…
Needed replacement of armrests after 6 years of use of chair, support polite and friendly, answers never took more than 24 hours, everything straight forward
June 19, 2026
Unprompted review
Reply from Secretlab
Hi memeg, 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.
Quick responses and resolution
Quick responses and resolution for my support case.
June 24, 2026
Unprompted review
Reply from Secretlab
Hi Bohus, 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.
The customer service was amazing.
June 16, 2026
Unprompted review
Reply from Secretlab
Hi Daniel, 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.
I’ve been a Secretlab customer since 2018!
I’ve been a Secretlab customer since 2018 and have purchased multiple products over the years, including Omega and Titan chairs. More recently, between my brother and me, we’ve purchased three Magnus XL desks, two new chairs, and several accessories.
Unfortunately, my most recent experience has convinced me that I won’t be purchasing from Secretlab again. I placed an order in May with an expected delivery date before June 1st, which was important because I was starting a new work-from-home position with a top Insurance Company. Only the chair arrived on time. When I contacted customer support about the missing items, I was given vague explanations about delays and backorders. During one text conversation, the representative appeared more interested in ending the chat than helping me understand when my order would actually arrive. When I explained how important the delivery date was, I felt my concerns were dismissed rather than addressed.
When the desk finally arrived, the box was damaged and looked heavily worn, which did not inspire confidence considering the delays and backorder explanations I had been given.
The final issue involved trying to return an Ethernet extender accessory that I no longer needed. Despite having the order number, proof of purchase, an account tied to the purchase history, and years of customer history with the company, the return process became unnecessarily complicated. I was repeatedly asked to verify information and ownership details before the return could even begin. After all of that, I learned I would be responsible for return shipping. The shipping cost was nearly half the value of the item, making the return financially unreasonable.
What disappointed me most was the complete lack of flexibility or appreciation for customer loyalty. I even explained that I intended to use the refund toward purchasing another Secretlab accessory, but that didn’t seem to matter. At no point did I feel valued as a long-term customer.
Secretlab makes excellent products. I genuinely like the chairs and desks. However, product quality can only go so far when customer service repeatedly leaves customers feeling ignored, inconvenienced, and unappreciated.
My issue isn’t with the furniture—it’s with the customer experience. Based on this experience, I can no longer recommend Secretlab without cautioning others about the support and return process they may encounter if something goes wrong.
June 23, 2026
Unprompted review
Reply from Secretlab
Hi Daniel, thank you for providing us with your details, and we appreciate your continued support of Secretlab over the years.
After reviewing your ticket, we understand that you were looking to return an unopened item. Our support specialist worked with you throughout the process, providing the required return authorisation form and assisting with the steps needed to initiate the return.
Nevertheless, we understand your concerns regarding the return shipping costs. While return shipping is the responsibility of the customer under our return policy, we recognise that the cost may make returning lower-value items less practical.
Your feedback regarding your order fulfilment experience, interactions with our support team, and the overall customer experience has been noted. We value your comments, as it helps us identify areas where we can continue to improve.
Thank you again for sharing your experience with us, and should you require any other assistance, our support specialist will be happy to help.
Great service
Quick help, great service and the replacement parts got covered by warranty where I was not expecting that. Fast shipping and overal amazing job.
June 4, 2026
Unprompted review
Reply from Secretlab
Hi Maurice, 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.
Quick resolution!
Had a faulty right armrest on arrival of my Titan Evo, Support gave very clear instructions on what I needed to show on video to see what is broken.
Once confirmed the process was fairly quick, and the customer service rep was very polite, and I was kept up to date every step of the way. The new armrest was send at no cost, and without having to replace the entire chair for warranty.
June 19, 2026
Unprompted review
Reply from Secretlab
Hi Joeri, 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.
Unacceptable Refund Process for a "Premium" Brand
As a loyal Secretlab customer for many years, I am incredibly frustrated and frankly embarrassed for the company over their abysmal handling of a simple refund.
I recently purchased a few accessories for my Magnus Pro Desk but realized I made a mistake and cancelled the order within minutes. Although I received a cancellation confirmation right away, it has been an entire week and I am still waiting for the actual refund approval.
Customer support keeps stringing me along, claiming their sales team is “working hard” to get my money back. It is completely unacceptable that a company of this size—one that prides itself on premium quality and high standards—cannot instantly process a refund for an order that was cancelled almost immediately.
To make matters worse, once they finally get around to approving it, I have been told it will take up to 14 additional days to reflect in my bank account. Holding a customer's money hostage for weeks over a promptly cancelled order is ridiculous. To this day, I am still waiting just to get a confirmation that my refund is processing. Extremely disappointing.
June 22, 2026
Unprompted review
Reply from Secretlab
Hi Alejandro, thank you for taking the time to share your feedback and for your continued support over the years.
We're sorry to hear about the frustration you've experienced regarding your refund. After reviewing your case, we understand that you reached out to our support team on 17 Jun to cancel your order, and that the cancellation was subsequently processed on the next day.
We appreciate your patience while the refund is being processed. While the refund was initiated following the cancellation, we hope to share that the time taken for the funds to be reflected can vary depending on the payment provider and banking institution.
That said, we thank you for your kind patience, and should you have any other queries, please feel free to let our support team know and they'll be happy to help.
Best customer service of any company
Secretlab has some of the best customer service I've ever experienced. Twice I've had to reach our because I damaged my chair, and twice I was blown away with their commitment to resolving a problem that was entirely my fault.
June 16, 2026
Unprompted review
Reply from Secretlab
Hi Brandon, 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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