Secretlab Reviews 13,200

I had the best experience with them from the beginning, I purchased a chair and I was always updated on the status of my order almost live! The shipping is fast, the product is of course impeccable.
Last week I had an issue and the assistance has been clear, fast responding, as the shipping of the new component, great service super raccomended!

Shame. I used to love Secretlab, I have 4 chairs purchased and swapped from the original DXRacer chair to this back when the company started up.

I was looking to make a big upgrade, the Magnos Pro table, the footrest, the modified new nanogen chair, various accessories and the like - a pretty significant 3000.- euro order give or take.

I was told I could save on the easter sale, but the sales only apply if you buy a bunch of items you don't need - I can't fit monitor arms in my gaming cornor, so I don't want to drop 350eur on a monitor arm, if I take that off the order, I lose all the easter discounts.

Support offered me a 100eur off my order with automated ai responses, some dude called Ralph "clicking" on buttons to reply to me, rather than give me a seconds human interaction.

"I was able to read your message, and we truly appreciate your trust and support in choosing us and our products."

"Hi Philip! Thank you so much for your patience while waiting, and I really appreciate you sharing the items you're interested in purchasing."

You get the gist.

Getting a 100eur off a 3000 eur order, with multiple discounts for 220+ eur on various smaller orders across the website, is a bit of a lowball.

So far I was promised to - get 50eur off my first order. 220ish off the easter sale. 100 eur off orders above 2000 - just to be told I can't use more than one discount code at a time.

So I have to place 6 multiple orders or what to get my discount and pay the shipping costs 6 times?

Get real guys. Do better.

Disappointing. Secretlab falsely advertised on the UK site that they included their premium memory foam armrest tops with the new Titan Evo Nanogen, but this was not true at all.

Customer support claimed that the armrest tops are not available in the UK so aren't provided (despite the pricing still being just as high as it is elsewhere). They refused to comply with their obligations under the Consumer Rights Act to provide a remedy that would make the product conform with the description (shipping the armrest tops to the UK) or to give any legitimate explanation for why they could not do so (their reasoning was that they "cannot advise" on if it was possible to ship them?).

I have gone back and forth with their customer support for nearly 4 weeks now. Having purchased both the Magnus Pro XL desk and Titan Evo Nanogen chair, I would not recommend Secretlab anymore - they have good products, but if you have any issues or get misled in any way, you'll be out of luck, and it isn't worth the headache.

To update this after the reply from Secretlab, I have continued to go back and forth with them (now for over a month) and they have continued to refuse to provide me with any legitimate reason why they can't ship the correct accessories for the product to the UK.

I’m really disappointed with my experience.

I attempted to cancel my order shortly after placing it, but was told it was “too late” as the item had already been processed for shipping. However, I had not received any dispatch confirmation or shipping email at that point, which makes this difficult to accept.

Instead, I’ve been told I now have to wait for the item to be delivered and then go through the returns process, which is inconvenient and unnecessary.

A more transparent and customer-friendly approach would be to clearly confirm when an order has actually been dispatched, and allow cancellations before that point.

Overall, this has been a frustrating experience and not the level of service I would expect.

Absolute p**s take with delivery, 7 days "out for delivery" and customer care havent got a clue? A £900 desk and no sign it of it nearly 3 weeks on from purchase.

Nevermind reading the rest of the reviews if something else is to be wrong with the order itself. Simply shocking from such an expensive "premium" company. Honestly, I wished I shopped elsewhere.

I'll never buy another product from them again and this one hasnt even arrived yet.

Edit:

Desk has subsequently arrived. I will attest to the supreme build quality, clear instructions and general engineering to the desk itself. The cable tray, magnet desk over, legs, construction are VERY impressive.

The initial delivery time is an utter joke, for this money, I expected upto 5 days MAX, not over 2 weeks of messing around and 7 days with the courier saying "out for delivery" - 7 days believing any moment. Hard to plan around.

Ensure you've assistance building/moving the desk/packages around. They are not light.

I will change my review from 1* to 4* but 5* isnt happening given the delivery delays and Im yet to get the full customer service experience, so i cant be overly sure if there was a warranty issue, how useful they'll be. I feel the review is fair.. will edit further if issues arise concerning the desk

It’s my second time purchasing, and I can say the quality is the same as ever, easy setup, best customer service and also very comfortable. Would recommend

Super responsive, efficient and professional, thank you

At first I didn’t see that the mousepad I ordered extra was on preorder, okay that wasn’t that bad just took longer. Forward to a week before normal expected time of sending the package I got a mail from their inventory that it would be week later all good and well but when I ask their support the delivery date they still said the original time, until two days or so before the delivery date they also got the memo it would be the week later. Well the package was delivered the original date 🎉. The packaged arrived… the box was full of scratches and part of the box even had holes luckily I didn’t see any damaged parts and the table works. Luckily the service was quick, they were helpful and nice people

The products I’ve ordered (over 2k worth of stuff) is pretty good. The customer service support, however, has been terrible. Some of the worst support in their chat function I’ve received from any company. I had to reach out to their support for updates on my order multiple times (over 4 times). Really poor on their part and the service in the chat from most of their employees was poor.

I ordered my husbands birthday present from them. A new gaming chair. I ordered March 24 paid for express delivery. It was supply to be delivered March 27. It is now 13 days later with no chair. FedEx lost it. Which is not the company’s fault. However they are refusing to help fix the situation. They took my money with no chair. They are not helping and have no customer service phone number. Worst experience ever!!!!!!!

I personally like the secretlab's customer service as they are quick to respond. However, it is a shame that there is no on the phone calling service contact number for the customer service.

I purchased a titan evo xl, and later a magnus xl. Products were excellent i cant praise the quality, ease of assembly enough. I am extremely pleased with my chair and desk.

When I purchased the desk I also purchased 2 risers, intending to use them both and have the risers span the length of the desk. After installing one riser, i realized how much room it took away from the depth of the usabel area and decided against using the second riser. I contacted customer service to return the brand new unused unopened riser. The process was like nothing I have eve experienced. Contracts signed via docusign (or something like that) then I got an rma label, put a copy inside, best I could since I didnt want to open the package, and attached on to the outside along with a shipping label, took it to be shipped and paid the shipping anf sent it back. With all the markings, I then needed to email the tracking number? It has an rma number, why the tracking number? I didnt realize the tracking number part, and failed to send it. About a week later I realized I hadn't heard r d anything, so I sent an email asking about it. I was told they didnt receive the tracking number from me. I then sent the tracking number email. The following day i was told it had been delivered, which i already knew from tracking myself, that it had been delivered 4 days earlier. So now it needed to be inspected. A couple of days later, I emailed as to the status, and was told they needed to finsh the inspection and 10-14 days later i would have a refund.

Excellent product, insanely complicated and difficult return process.

Chair is not well made compared to a conventional office chairs and costs more

It lacks a lot of basic adjustments I get as standard in any office (you can only lock the back at a set angle and has no tension adjustment to move with you)

Warrenty is minimal and can only be extend by posting a picture on social media

The handle to tilt the seat back is a bit viscous and not safe for children (have never had that in a chair)

Ok secret labs have put a generic “we’re sorry to hear this and would like more info tag under this “ yet have not specified what extra info they want and how to give it to them.

Unless they change the design then really how basic functionality of an average office chair is still missing

Ok so after being unable to find an email contact on their website but they have AI bots and a bit of faffing with that and human emailed me. The official responses from secret labs is

“We appreciate your feedback and have shared this with the relevant team for their consideration in their future planning.”

Really just get a Herman miller or a real office chair for any office chair company. Herman miler have 12 year Warrenty, 90 days returns and it’s not flat pack and humans talk to you.

Secret labs have 3 yr Warrenty (5 if you post a picture on sock media) and it’s flat pack and customer service is robots

Got a global set from secret lab: magnus pro, titan evo, seat recliner and feet support during the two last years.

The quality of the products is enjoyable, and they are all well made.
Some will argue it’s quite expensive, but I got a recent matter with the seat recliner and the staff answered in hours to my matter.
Received the new piece today, and my problem was solved.
No other issue with the other products. The magnus pro is splendid and usefull, the XL chair fits well for me as I’m a tall one.

So I’d say it’s worth every penny.
Enjoy.

The customer service was amazing. They helped me with my issue, and fixed it quick.

The Delivery was excellent and fast.
When you need help the Support is there for you.

The chair is very well made, the packaging was better than expected. Everything is packaged separately and assembly tools are included. the construction was very easy. The chair is very comfortable and can be easily adjusted.

Great product! Great service and team!

Great products, carefully designed with the gamer’s experience as a priority. The materials feel premium, and the post-purchase customer care is genuinely excellent.

Mark from the customer care team was fantastic. I had an issue with my chair's armrests, and he escalated my case quickly and efficiently. The outcome exceeded my expectations; they replaced the parts for free. 10/10 experience!

Communication was good, issue resolved