I purchased my Secretlab chair a few years ago and I accidentally banged it off of my desk and broke the recliner cover off. It was 100% my fault but I reached out to support for help anyway just in... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
After 4.5 years, the tilt mechanism of my chair gave out. I contacted Secretlab support about this issue and within an hour received a response that a new base was on its way. Anyway, 4 days later t... See more
Arrived in a timely manner, I had a preorder but the timing was as expected, 4-7 days aftee it was sent as per norm. I had a cover broken and had to contact support but i had no issues to recieve th... See more
Chair was delivered clearly returned by previous owner. One of the screw holes is misaligned so I have only 3 instead of 4 holding one of the pieces together. After 2 months, one of the arms broke off... 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
13K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
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Im really overwhelmed about secret labs…
Im really overwhelmed about secret labs customer support. Big thumbs up!
27 April 2026
Unprompted review
Reply from Secretlab
Hi Petr, 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.
Best chair
Ordering from Commander is an experience in itself—the pleasure of choosing the color, the model, whether to add a skin or not, armrests, and more. Delivery was the next day (when the model is in stock), and it was very easy to assemble. I had ordered one extra item, and customer service quickly handled the cancellation of the product. I love my chair—it's extremely comfortable and encourages me to maintain good posture for my back.
16 April 2026
Unprompted review
Reply from Secretlab
Hi Dominic, 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.
Costumer Service helped me very well
Costumer Service helped me very well. Thanks a lot. Im very happy.
22 April 2026
Unprompted review
Reply from Secretlab
Hi Lina, 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.
Outstanding Customer Support Despite Delivery Issues
The company provided excellent support when my order was mishandled by the local delivery service in my country, which refused to deliver it due to its weight without proper notification. Not only did they step in to resolve the issue and ensure I received my product, but they also offered a partial refund as compensation for the inconvenience. Their responsiveness and customer care were truly appreciated.
24 April 2026
Unprompted review
Reply from Secretlab
Hi Albert, 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’m extremely disappointed with my…
I’m extremely disappointed with my experience purchasing the Titan Evo chair. For a product that’s marketed as premium, the quality is shockingly poor. The materials feel cheap, the construction is underwhelming, and it’s nowhere near as comfortable or durable as advertised. It started showing issues far sooner than expected, which makes me seriously question the overall build quality.
What made things even worse was dealing with customer service. They were unhelpful, dismissive, and at times outright rude. Instead of trying to resolve the issue, it felt like they were more interested in avoiding responsibility.
To add insult to injury, returning the chair comes with a hefty return shipping cost that the customer has to cover. For such a large and heavy item, that cost is significant and makes the return process feel like a penalty rather than a solution.
Overall, this has been a frustrating and disappointing experience from start to finish. I would not recommend this company to anyone looking for quality or reliable customer support.
10 March 2026
Unprompted review
Reply from Secretlab
Hi Chris, we’re sorry to hear about this. We have sent you a request to obtain more information on your situation and we hope to hear back from you soon.
It took a month to get a replacement…
It took a month to get a replacement part and now it’s broke again after just a month. Otherwise great chair
EDIT: In the reply to my first review they said.
"Please rest assured that our support specialist is currently looking into your case as we speak. They're treating your case with priority and will work to get this resolved for you as quickly as possible."
After 3 days i got a response saying that they would ship the replacement part to me because the tilt mechanism/tilt lock was broken, exactly like the tilt mechanism/tilt lock broke 2 months earlier. They just needed to know if i could remove the base and piston which i said i couldn't.
2 days after that i get a respond that they are looking in to it further because they haven't received reports about this issue earlier even though it happened to the original part as well.
Now they are requesting more photos even though ive sent 3 videos of the issue to them.
So the "Priority" and "quick resolution" fells like utter bullshit after a week and no new part have been sent. It took a month to get the part last time so i expect ill have to sit in a broken chair until June maybe middle of July now then.
As i said previously, great chair otherwise however the older version felt like it was higher quality and it was more comfortable.
26 April 2026
Unprompted review
Reply from Secretlab
Hi Anton, we’re sorry to hear that the replacement part developed a concern again and it is understandably frustrating. We truly appreciate your patience, especially when you’ve otherwise had a great experience with the chair.
Please rest assured that our support specialist is currently looking into your case as we speak. They're treating your case with priority and will work to get this resolved for you as quickly as possible.
Thank you for bringing this to our attention. Should you require any other assistance, please feel free to let our support specialist know and they will do their best to help. Thank you.
Incredible help and thorough…
Incredible help and thorough explanation at every step of the process.
11 April 2026
Unprompted review
Reply from Secretlab
Hi Levi, 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 product and outstanding customer support
I purchased two Secretlab chairs and overall I’m very satisfied with the experience.
One of the chairs was assembled without any issues, while the other arrived with a defect in the backrest. However, the customer support team responded quickly and handled the situation very professionally. They sent me a full replacement for the backrest without any hassle.
Now both chairs are in perfect condition. They are extremely comfortable and feel very high quality. Even though these are 2024 models, it’s clear that the company continues to provide excellent after-sales service.
Great product and outstanding support. I would definitely recommend Secretlab.
24 April 2026
Unprompted review
Reply from Secretlab
Hi Rafa, 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.
Top notch support and communication.
Top notch support and communication.
19 April 2026
Unprompted review
Reply from Secretlab
Hi D Moot, 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 Products, Bad Shipping
Love the products, but customer support with shipping is terrible. If your order contains a pre-order item, they will hold everything until that item is ready. Better yet, despite the fact that most of it is sitting in a warehouse for that month, no modifications, unless you cancel the order.
Again great products, terrible customer support on the shipping side.
Just send pre-order items separately.
24 April 2026
Unprompted review
Reply from Secretlab
Hi Zachary, we're sorry to hear about your situation. We ran a check and saw that your order contains several in-stock and preorder items.
As such, your items will be shipped together on 26 May, as indicated on our website's checkout page. While our warehouse teams were able to get some items shipped out earlier, we understand that Box 2 of your Magnus Pro desk is on pre-order, and you would prefer to receive all your items together.
Please be assured you will be notified once your order is ready for shipment. We appreciate your kind understanding on this. Should you need further assistance, please do not hesitate to let our support team know, and they will do their best to help.
Super fast help
We had a problem with a weird noise coming from the hydraulic from a chair (nothing wild just something we won't let getting worse)
The SecretLab support ( in our case Allison) helped us super fast, friendly and patiently.
We got really detailed instructions to show our problem and after that we got super fast help. 10/10
9 April 2026
Unprompted review
Reply from Secretlab
Hi Meike, 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
Excellent service. My Secretlab chair arrived with a broken backrest, but they replaced it immediately without any hassle. Highly recommend for their fast support and quality products (a faulty part, it happens, it doesn't diminish their great products).
17 April 2026
Unprompted review
Reply from Secretlab
Hi daniel, 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.
Allison helped me get what I needed and…
Allison helped me get what I needed and fast! No hassle no issues and wonderful follow ups!
20 April 2026
Unprompted review
Reply from Secretlab
Hi Gold, 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.
Number 1 choice to go for a gaming chair
the chair is super premium in terms of build quality, very comfortable so sit and move around. 10/10.
24 April 2026
Unprompted review
Reply from Secretlab
Hi Kenny, 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.
Great customer support experience
Great customer support experience, quick response and resolved my issues.
22 April 2026
Unprompted review
Reply from Secretlab
Hi Zak, 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, easy, no cost
I was immediately in contact with a human support agent who quickly identified the issue and sent me a replacement part at no cost, almost 5 years after purchase.
21 April 2026
Unprompted review
Reply from Secretlab
Hi Danny, 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.
Don't order preordered items...
The build/quality of the desk is actually great, but I had purchased a desk mat, monitor mount, rgb lighting, power strips, and a cable managment set. $1500 order... and they just shipped just the desk all by itself and expected me to wait a month and a halg for everything else that was supposed to come with it because the cable management system was a "pre-order". I spoke to someone about it, they were corteous enough, and said they'll try to get everything shipped that wasn't preordered so I don't have to wait. Then I get the accessories and they didn't ship the RGB lighting... I'm just done at this point. I paid these guys $1500 for a desk and I gotta fight them to get what I paid for. Unreal.
15 April 2026
Unprompted review
Reply from Secretlab
Hi Justin, we’re sorry for the frustration this has caused. We managed to locate your ticket and understand you were last in contact with our support specialist on 16 April.
To share a little, when an order includes pre-order items, all items are typically shipped together once the pre-order stock becomes available, so everything can arrive in one complete delivery, and we seek your kind understanding on this.
Regarding the MAGRGB LED Strip, we ran a check, and the tracking link shows that it has been delivered on 25 April. Could you kindly help to confirm if you’ve received the item? If not, please kindly let our support team know, and they'll be able to help look into this further for you. We hope to hear from you soon.
Paid €1,678, received nothing, refund promise ignored
I ordered a Magnus Pro XL setup (order, €1,678) that was marked "delivered" on April 1, 2026 in Vilnius, Lithuania — but I never received anything. FedEx tracking showed the shipment was still physically in the USA. Nothing arrived at my door.
Since April 5, I've been going in circles with Secretlab's customer service (agents Fred, Mitch, Red, Danny). Each one asked for the same documents already provided to the previous one. I was asked to "check with neighbors" for a package that, according to Secretlab's own tracking, was on another continent.
On April 11, agent Danny confirmed in writing that a police report and a front door photo would be sufficient for a full refund to my original payment method. I filed the report, submitted the documents on April 17, and they were acknowledged on April 19.
On April 20, instead of processing the refund as promised, a different agent introduced a new requirement — a "Written Declaration for Refund" — and added that refunds normally only happen after the item is returned to their facility (an item I never received). The declaration form was supposed to arrive "in a separate email." Four days later, it still hasn't.
So: €1,678 paid, nothing delivered, written refund promise not honored, new paperwork invented after the fact, and the form they asked me to fill out wasn't even sent. I've now initiated a chargeback with my bank and filed a complaint with the European Consumer Centre.
Under EU consumer law, the seller bears the risk until the goods physically reach the buyer. Secretlab knows this. They're just hoping customers give up. I won't.
If you're considering a large Secretlab order: make sure your payment method supports chargebacks, because their customer service is designed to delay, not resolve.
1 April 2026
Unprompted review
Reply from Secretlab
Hi Piotr, we're sorry to hear about your situation. We ran a check and managed to locate your ticket and understand you are currently in contact with our support team regarding the whereabouts of your order. We understand how frustrating this must have been, and we truly appreciate your patience so far.
Please be assured that your ticket has been prioritised and our support specialist will be following up with you shortly.
In the meantime, we kindly ask that you avoid sending multiple emails within your ticket as this will push your ticket lower in the queue and slow down our support team's response time. Rest assured, your case is actively being handled, and you will hear from them soon.
In the meantime, please feel free to let the team know if you require further assistance. Thank you.
Titan Evo Multi Tilt problem
I had issues after 2 years with my multi tilt mechanism on my Titan Evo and they sent me replacement immediately
21 April 2026
Unprompted review
Reply from Secretlab
Hi Sándor, 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.
Their communication and logistics game…
Their communication and logistics game is spot on. I'll share the update once the chair is delivered :)
21 April 2026
Unprompted review
Reply from Secretlab
Hi Viraj, 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.
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