Secretlab Reviews 13,244

Chair is great, after few years some wear and tear. Ordered part to replace worn out armrest. Wrong part came after months, very possibly my fault. The customer service to get it returned is a nightmare. They want you jumping through hoops. Half dozen emails later, get the address and return label. Package it up, address on, post at my cost. A week after receiving it, they email saying they're closing my ticket. They just deny the fact it has been returned. Amateur at best.

I wanted to leave a review because my experience with Secretlab has honestly been a really positive one, especially with how they handled my order and communication throughout the process.

I placed a larger desk order that included multiple components and accessories with different availability dates. At first, I was told the order would be held until the final item was ready, which was the leg columns. Instead of just leaving it at that, I reached out through live chat a few times to see if anything could be done, and this is where Secretlab really stood out.

Every single time I used live chat, I got someone who was helpful, patient, and actually looked into my order instead of giving me a generic response. DJ, Alas, and Glenn all took the time to understand what I was asking and gave clear answers based on my specific situation.

What impressed me the most was that they were willing to work with me on splitting the shipment. Originally everything was supposed to ship together much later, but after speaking with support, they coordinated things internally so that my desk top and leg columns could be shipped out earlier. That alone made a big difference, because it showed they were actually trying to accommodate my request instead of just sticking to a rigid system.

Communication was also very clear the entire time. I was able to see exactly what was shipping, what was still pending, and when something needed to be verified with their warehouse team. When Glenn mentioned that the team needed to check and confirm stock for the remaining accessories, it didn’t feel like a brush off. It felt like a real internal check, and I was given a clear expectation for a follow up.

I also appreciated how easy it was for them to escalate things internally. It never felt like I was hitting a wall or getting stuck in a loop. Each time I reached out, progress was made, even if it was just moving things one step forward.

Turnaround time once things were confirmed has been fast as well. As soon as items were ready, I started getting tracking updates, which gave me confidence that things were moving properly behind the scenes.

On top of that, the products themselves are exactly what you would expect from Secretlab. The quality and design are clearly top tier, and it makes the whole experience feel worth it.

Overall, I’m genuinely satisfied with how everything has been handled so far. The support team has been responsive, flexible, and easy to work with, and that made a big difference for me. Credit again to DJ, Alas, and Glenn for making the process smooth and actually helping get things moving.

I needed support 2ice. 1 for a wrong order (i ordered the wrong size of chair and then corrected it getting a bigger one, they sent it in no time taking back the previous chair which i had opened!), and the second time i required a component my kid tossed away from my chair and they sent me a new one with a minimum charge in no time! Thank you!

Poor communication, no real person to deal with. They charged me for my purchase immediately even tho the product wasn't available yet. In my opinion, there shouldn't be any charges until the item is shipped. It took two months to receive my order. They say they have a 49 day trial for the chairs to decide if you want to keep or return. One of the chairs is very uncomfortable and want to return but their return policy is that the fee to return is the customer's responsibility. Also they do not refund the shipping the customer paid for to have them shipped. When you see this for such expensive items it's a big red flag. So if you don't want the hassle, buy elsewhere.

When I received my chair, I decided it wasn't comfortable to my needs, so I checked the return policy; 49 days, but you have to re-box the chair, and return shipping is not paid. With the way the packaging is designed, this is very hard to do, and not being refunded for shipping or paid for return shipping is a very bad look.

I've also faced issues with them providing chatbot responses to inquiries about very excessive wait times, restating what was already said, that the chair would be delayed.

I love your guys products and have a good selection and in thr future will be getting more accessories for my table next down the line. So keep up thr good work and I let my friends know the experience I had with you and they might order from you in the future. I know I have the best brand name out there.

Shipping was quick. The chairs are remarkable. Such a search, fantastic detail for that most people don't realize these chairs have

Great customer support experience! I reached out to support to possibly provide suggestions on a DIY fix for the backrest of my chair, knowing full well that the warranty on my chair was 10 months expired. Support on the site got back to me within minutes, asked for a video of the damage which was easy enough to provide and connected me to their warranty team. The warranty team offered to replace the backrest at no charge! so of course I went with that. The back rest arrived about a week later and my chair is now as good as new (I did have to look around for the allenkey but thats not a issue). I initially wasn't going to bother with reaching out to support but the wife pushed me to, and im glad I did. We will be looking to get her a chair in the near future 10/10

Dealing with the Reece & Helena within the service team was delightful. They had a "lets figure out what we can do" mentality, which was incredibly refreshing experience.

Thanks to them, we were able to order replacement parts for my chair and manage to extend its life.

Thank you to everyone in the SecretLab team.

Very good! Support issue was reviewed very quickly and all the steps were structured so well. Not a single pointless back and forth email. Just straight to the point. So - great product and awesome support!

Service rapide bon produit
Good service, happy customer

Very reliable and competent support. My issue was taken seriously and handled quickly. I’m really satisfied with the overall experience and can highly recommend Secretlab.

Great and speedy reply from customer service.

I've been a secretlab customer for multiple generations of chairs and for about a decade now. I stick with them because they will always do what they can to help, and they'll do it quickly, transparently and honestly (oh and I love their chairs).
Highly recommended.

Friendly, fast and truystworthy.

Great chair, wonderful support.

Decent chair but for the prices they charge the comfort is lacking, bad.

Edit: They just responded and told me basically I need to buy more of their add-ons to make it decent. Its not enough to spend $600 on a chair, but you need to get nickle and dimed after the fact to make it livable. How about you just add more than a .5 inch thick pad for the bottom of the chair?
Also what a slap in the face of long time owners when you reveal upgrades (locking wheels, footrests, etc.) and don't offer any discount/promo.

When I initially ordered several items at once, I knew in advance that two items had an extended wait time.

I contacted customer service and without hesitation they fulfilled my request of shipping my items separately, even though I had only paid one shipping fee. I was able to get my issue resolved with a real person on the phone in no time.

They continued to update me throughout the process with great communication practices. I could not recommend a single improvement over my experience because it was truly as good as I could ask. This is so rare in today’s world. They have my business for life.

Jester. He was a cool guy and was patient although initially I probably came off like a mean person. The guy needs a raise.