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
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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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I had an issue with a damaged seatbase…
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
June 26, 2026
Unprompted review
Reply from Secretlab
Hi Bastiaan, 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.
Appreciate your friendly gesture and…
Appreciate your friendly gesture and efficiency.
June 24, 2026
Unprompted review
Reply from Secretlab
Hi Yanping, 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 gears and even greater after…
Great gears and even greater after sales support!
Thanks
June 19, 2026
Unprompted review
Reply from Secretlab
Hi Carlo, 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.
Excellent support by Lauren
Excellent support by Lauren. Very responsive and keeping me up to date on the status.
June 26, 2026
Unprompted review
Reply from Secretlab
Hi KL, 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.
Order the Jinx edition Titan XL
Order the Jinx edition Titan XL. Got delivered quickly but upon assembly noticed an issue with backrest (screw hole miss aligned, stuff happens). Contacted support and fairly quickly got a replacement sent to me without issue. Friendly customer service and (with the replacement backrest) great quality product.
June 16, 2026
Unprompted review
Reply from Secretlab
Hi Joeri, 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.
Exceptional chair and friendly support
I have never tried a chair as good as the Secretlab TITAN Evo. Even though it is a premium-priced chair, the quality, comfort, and build feel exceptional in everyday use. The materials feel solid, the ergonomics are excellent, and the whole experience feels worth the investment. I also had a very positive experience with the support team: they were helpful, friendly, and easy to talk to. Highly recommended.
June 20, 2026
Unprompted review
Reply from Secretlab
Hi Gabriele, 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.
New left arm rest
The left hand arm rest gave way and had to order a new one. The chair is 6 years old so expect things like this to happen. My son who has autism sits on the chair about 16+ hours a day.
The price of the new arm I felt was a little pricey thou.
June 25, 2026
Unprompted review
Reply from Secretlab
Hi Wayne, we really appreciate your kind words and thoughtful feedback. We're glad to hear that you had a great experience with us. Your insights are invaluable as we continuously strive to enhance our products and services. Thank you for your support—we look forward to serving you again.
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.
Update 17/07:
Here i am, a month after raising my complaint and I still have the chair, boxed up and ready to return, whilst SecretLab and the courier fail to move this process along to it's conclusion. Absolutely terrible customer service. I received an email from Gwen from customer support who stated that she would assure a prompt resolution to my ongoing issue if I dropped the bank chargeback action in flight.
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.
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