Secretlab Reviews 

They made a custom order for me when my chair parts weren’t available on the website

I bought the chair as it was suggested to be better. I can't review the thing if it takes 2 months or so to deliver..

I already own several Secretlab products and have been very happy with them so far.

My support case was a bit more specific, but the Secretlab team was patient, friendly and helpful throughout the whole process. They reviewed my situation carefully and helped me get the replacement part I needed.

The part arrived safely and in perfect condition, and the overall outcome was even better than I expected.

I really appreciate the support and the communication. Based on my experience, I would feel comfortable recommending Secretlab products and support.

Had to work with support a few times since buying my chair in 2022 and every time it was a great experience. They resolved my issues and prolonged the life of my product. I do recommend SecretLab for everyone that asks.

Chair build quality is good but it is the most uncomfortable chair i would rather sit on concrete that would be softer than this chair which causes mass pain. Even tried adding memory foam top to it and still is freaking horrible how hard is it to sell a freaking cushion that is soft or give people the option for what could have been a great product.

The TITAN Evo itself is excellent — genuinely comfortable and well built, no complaints about the product (for now, I hope I dont have issues and wont have to talk to customer service).
My issue is with how returns are handled on accessories. I ordered a armrest top alongside my chair, realized I didn't need it (the chair already came with the exact armrests, and if i knew, I would have bought a different type), and tried to return it completely unopened. The product page displayed "Up to 49-day refund/return policy" with a checkmark right at checkout, but accessories are actually excluded from returns — and that exclusion only appears in a separate linked policy, not on the page you buy from. So the exact listing tells you one thing and the fine print says another.
Getting a straight answer was the harder part. Over several days I was given a few different reasons for the denial before landing on the real one. To their credit, support stayed polite and did eventually engage. But it took far more back-and-forth than a sealed, unopened item should require.
Two things I'd suggest to anyone buying: don't assume the return badge applies to accessories — check the actual policy first — and if you used a minimum-spend discount, know that returning part of your order can affect it.
Would still recommend the chair. Just go in clear-eyed about the accessory return rules, because the product pages has misleading return information.

I contacted Secretlab because the recline mechanism on my chair had failed after the warranty period had already ended. Although the chair was no longer under warranty, their support team carefully reviewed my case, requested the necessary information, and diagnosed the issue.

As a goodwill gesture, they offered to send the replacement recline mechanism free of charge, which I greatly appreciated. Throughout the entire process, the communication was clear, professional, and timely, and they kept me informed at every step.

It’s reassuring to see a company stand behind its products and support its customers even after the warranty has expired. Overall, I had a very positive experience with Secretlab customer support.

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 since there are moving parts. I notified customer service and sent a few pictures and they sent me a replacement with no further questions asked. You just can't beat service like that.

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 beautifully packaged to the like that excels my “Apple” experience. There was no way any part could be damaged as insane care and attention has been paid to the packaging and the print work of each individual part. My frustration is I don’t know what to order next and will be keeping an eye open for new developments! So it is a 100% experience and one wish other companies would follow! Thank you again, amazing desk and accessories! Awesome company!! Best, Steve

In addition to the product being of exceptional quality, when I contacted customer service, they were very prompt, helpful, and pleasant.

I've had my chair for about 5 years. Had a problem with one of the arm rests recently and the issue was successfully resolved with a replacement part. Support went above and beyond to resolve my issue.

Least helpful support person I have talked to this far from this company and after paying a ridiculous price for parts of the chair they shipped me a broken bottom

I don't often write reviews, but I genuinely felt this experience deserved one.

I own an older Secretlab chair that is well out of warranty, and recently I ran into an issue with one of the armrests. I was hoping to keep the chair going rather than replace it, so I reached out to support.

From start to finish, Allison was absolutely outstanding.

She was professional, friendly, responsive, and genuinely wanted to help. Although my chair was long out of warranty, she worked with me to find the correct replacement part, arranged a discounted price, and made the whole process incredibly easy. Yes, I paid for the replacement part, which I completely expected, but the level of customer service I received was exceptional.

What impressed me most wasn't the discount,it was the attitude. At every stage I felt like a valued customer rather than someone being brushed aside because my product was older.

In a time when great customer service feels increasingly rare, this experience really stood out. It honestly made me realise just how much customer support standards have declined elsewhere. This was probably the best support interaction I've ever had with any company.

Thanks again to Allison and the Secretlab support team for helping me extend the life of a chair I still love using. You've earned a customer who will happily recommend Secretlab to others.

Just added some accessories to my desk. Unfortunately the vertical stand had a manufacturing defect. Sent them a video on it and the replaced it with no issue. Really happy with my completed set. High quality products and if something happens, they make it right.

I really wanted to love the Atlas chair because it’s the most expensive chair I’ve ever purchased. Overall, it’s comfortable, the leather feels premium, and the lumbar support is excellent.

Unfortunately, my chair has approximately a 1/2-inch difference in maximum armrest height between the left and right sides. I measured both armrests using the same method and confirmed the difference with photos. Because of this height difference, when the chair is up against my desk, one armrest sits below the desk while the other is level with it, which makes it noticeably awkward to use. From a mouse and keyboard perspective, it causes my wrists to rest differently on the desk, almost like an imbalance, which becomes uncomfortable over time.

I contacted Secretlab support, and after escalating the issue to their product specialists, I was told that this amount of variation falls within their standard manufacturing stack-up tolerances and that replacing the part would likely result in a similar outcome.

I eventually worked around the issue by lowering one armrest by one click, so the chair is comfortable to use. However, I was disappointed that a premium-priced chair could have this level of variation and still be considered within specification.

I’m not saying every chair will have this issue, but I do think potential buyers should know that armrest height variation may be considered normal by Secretlab. Had I known this before purchasing, I would have spent more time comparing other options.

Aside from that, the chair is comfortable and well-built, but this experience left me disappointed with the quality control and warranty response.

The chair is really nice. However, the shipping leaves a lot to be desired. As they nearly lost my package, cause they forgot to. Scan it or something and then they also delivered it to my neighbor's house instead of my house. Even though the houses are clearly marked, it's a good thing I have a nice neighbor who brought me by chair.

Everything is perfect, and the agent very good.

I had an issue with a damaged seatbase after almost 5 years of use and i was able to source a replacement thought the support team. My issue was resolved perfectly

Appreciate your friendly gesture and efficiency.