You can only return the chair at your own shipping cost, and accessories and attachments are final sale. I got the all-white Titan Evo — they don’t tell you that the white version doesn’t have a... See more
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I bought a chair 2 years ago and got my warranty extended to 5 years, by just sharing a photo on instagram. Now a week ago the tilt function broke and I wrote to support, including a video of the... See more
So after almost 4 years the tilt mechanism of my chair broken , so after contact Secret labs , even tho i had no warranty i receive replacement parts , with a discount, the communication was effect... See more
The assembly of the chair was incredibly easy. I’ve owned several chairs from other manufacturers, and by far this was the simplest to put together. The steps were straightforward — no tiny, poorly tr... See more
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
11K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
Replacement parts
So after almost 4 years the tilt mechanism of my chair broken , so after contact Secret labs , even tho i had no warranty i receive replacement parts , with a discount,
the communication was effective and fast , all in all in one week my chair is in top condition again!! Thank you Secretlab team for the support !!
Date of experience: July 07, 2025
Fantastic products, terrible service!
Fantastic products — I cannot fault the quality, attention to detail, and premium feel. However, all of this is completely ruined by next-level awful customer service. I’ve never experienced a company lie and cheat customers so much.
£29 for premium delivery — when adding this, the website states: “Your order will be prepared based on its position in the queue, for expedited delivery by the courier once it is picked up.” To me — and I imagine to everyone — this suggests it will be expedited by the courier, as it literally says. But this is misleading. The T&Cs reveal that for £29, they dispatch it quicker, but still ship it via a standard service!
One customer service representative I spoke with even admitted that it’s currently taking less than a day to ship via standard anyway — so £29 for nothing!
The delivery company is also very poor. I had never heard of them, and they even refused to carry the item up one flight of stairs, claiming it wasn’t a premium delivery…!
I’ve also had to contact customer service because the LED strip isn’t working. I’ve given up trying to get a replacement and have just written off the amount.
Something has to change here. It honestly feels fraudulent — though I’m no expert — but I have no idea how they get away with it.
A very frustrated customer!
Date of experience: July 07, 2025
Reply from Secretlab
Hi Dan, thank you for your feedback and we're glad to hear that you're impressed with the quality and design of our products. Nevertheless, we're sorry to hear that your overall experience has been affected by the concerns you’ve shared.
Regarding the priority shipping option, we hope to clarify that this service ensures in-stock orders are prioritised for processing either the same or the following working day, depending on order volume. In your case, we understand your order was placed on 2 July and shipped out the following day, in line with the expedited processing. However, we hear your concerns and we’ll be sharing this feedback with our courier partner for further review.
As for the MAGRGB lightstrip, our support specialist has reached out to request a short video showing the concern so that they can assist you further. The team would love to have this resolved for you and we greatly appreciate your help in providing the video when you're able.
Please know we take your concerns seriously and are committed to improving. We hope to hear back from you soon.
Truly excellent service
I received immediate support. I wrote convinced that I had to pay for the requested replacement parts (the two armrests to be precise), but support immediately informed me that my chair was still under warranty and they promptly sent me the requested parts which I received in 5 days. Truly excellent service.
Date of experience: July 03, 2025
10/10
Very fast, and extremely helpful. I greatly appreciated the pictures provided for clarity! Mark was fantastic, 10/10.
The ability to choose between a bot and a human was also excellent.
Date of experience: July 04, 2025
Simply amazing support....
I sent an email to support regarding a faulty arm rest, and within 2 days the replacement was delivered. Now that is what you call amazing support.
Date of experience: July 02, 2025
Poor Warranty Service to Rural Areas
I bought a great chair which was easy to assemble and is very nice. However, a small part broke and they can't get it to me. The USPS does not deliver to street address in our rural area (and I told Customer service this) but they sent it out to my street address anyway by USPS. The part was returned, and they have still not gotten me a replacement.
Date of experience: June 18, 2025
Reply from Secretlab
Hi Len, we’re happy to hear you’re enjoying the chair and found it easy to assemble. That said, we’re sorry that there were some concerns getting the replacement part to your shipping address.
Looking into your case, we understand how important it is to have the replacement part shipped to you, especially after letting the team know about the USPS limitations in your area. Regretfully, it looks like the initial shipment was returned due to this and we apologise for any inconvenience caused.
Our support specialist is now arranging a reshipment of the replacement part using an alternative courier to ensure successful delivery. They will be following up with tracking details shortly.
Thank you for your patience and please don’t hesitate to reach out to the team if you need anything else in the meantime.
If you want the best quality this is…
If you want the best quality this is where you buy, secretlab is the apple of gaming chairs, customer support is as good as it can get, they replaced my armrest at the first sign of wear
Date of experience: July 07, 2025
Fast and prof
Fast and prof. Service quick delivery. Iam very satisfid :)
Even the helpdesk/custom service center was friendly prof. And quick.
Keep.up that awesome work.
Date of experience: July 07, 2025
Perfect customer service!
I bought a chair 2 years ago and got my warranty extended to 5 years, by just sharing a photo on instagram. Now a week ago the tilt function broke and I wrote to support, including a video of the problem. Within a couple of hours, they replied and guided me on how to take the chair apart, to check if any other components needed changing.
Nami, the customer service representative, determined that nothing else needed changing and arranged for a new part to be shipped to me. I was updated several times about the status of the shipment and it should be arriving the day after tomorrow.
I could not have asked for better service! Can only recommend buying Secret Lab products.
Date of experience: July 07, 2025
Fantastic experience
Fantastic experience. As soon as they learned of my problem, Secretlab made themselves available and, in less than 10 days, they solved my problem excellently by replacing the damaged piece. A 5-star customer service
Date of experience: July 06, 2025
Great quality products and great…
Great quality products and great customer service.
Date of experience: July 07, 2025
Customer service is a pain. Extremely hard to return items
You can only return the chair at your own shipping cost, and accessories and attachments are final sale. I got the all-white Titan Evo — they don’t tell you that the white version doesn’t have a matching footrest. So if you plan to add one, it’ll look mismatched.
Additionally, there are no skins available for the footrest. No phone support is available; only chat is offered, and replies typically take a few business days.
For the high price, the customer service is disappointing.
Date of experience: July 06, 2025
Reply from Secretlab
Hi Elizabeth, we’re sorry to hear about your experience. We ran a check and located your ticket with our support specialist and understand you reached out on 6 July.
Looking into your case, we hope to share that accessories are considered final sale and cannot be returned according to our return policy. Nevertheless, we understand how important aesthetic consistency is, and we've passed along your feedback to our product team for consideration for future colourways.
We also regret the experience you've had with our customer support and we have passed your feedback along to our support team so they are able to provide a better experience to our customers moving forward.
We hope this clarifies and should you have any further questions or require assistance, please don’t hesitate to reach out and our support team will do their best to help.
I am so disappointed
I am so disappointed. Due to my wife's cancer and several operations I have had we were not able to assemble the desk and paid for assembly. The state they left my house in you wouldn't believe. They were rude. They only build the bare minimum desk and no attachments like the pc holder, riser etc. We have found since that they have not left the fitments needed for the riser so can't put it on.
Their customer service is the worst I have ever tried to speak to. They don't understand. Wouldn't let me speak to advisor manager. Wouldn't give me a complaint email. Don't have a phone number.
Seems like a big scam.
Just one of our chats below
15:20:38) Visitor 21709429: 49355602UK
(15:20:56) Glenn: Thank you for providing your order number. I’d like for you to receive the best assistance for this so I will transfer this ticket to my colleague in the warranty team, as they will be able to determine the issue and propose the appropriate solutions. Would that be fine?
(15:21:17) Visitor 21709429: Ok
(15:21:48) Glenn: Thank you for confirming. I will forward this ticket to our warranty team, and you can expect to receive an email from them within the next 24 to 48 hours or as soon as possible.
(15:21:52) Glenn: I'll make sure to send you an email confirming that your ticket has been forwarded to our warranty team after this chat.
(15:22:25) Visitor 21709429: I've spent £1500 on a new desk i can't use so quite urgent
(15:23:00) Glenn: We sincerely apologize once again.
(15:23:07) Glenn: I truly wish I could assist you with your issue, but we have a dedicated team in place to provide you with the support you need.
(15:23:07) Visitor 21709429: Also do you have a complaint phone number?
(15:23:47) Visitor 21709429: Or a manager i can speak to?
(15:24:06) Visitor 21709429: Not about the missing screws
(15:24:26) Glenn: We sincerely apologize, but unfortunately, we do not have a hotline number available for customer service. To further extend my help, I will make sure to take this as feedback so our team can take this as a reference when innovating our services.
(15:24:48) Visitor 21709429: I need to speak to advisor manager
(15:25:22) Visitor 21709429: IT ISN'T ABOUT THE SCREWS
(15:27:47) Visitor 21709429: Glenn??.
(15:27:55) Glenn: We recognize that this may not be the solution you were hoping for. Currently, we do not have a supervisor available to help you. However, we will make sure to pass your feedback along to the appropriate team.
(15:28:15) Glenn: Apologies for the late reply due to the high volume of chats.
(15:28:48) Visitor 21709429: I need to speak to someone Glenn. Do you not have a manager for complaints in the business? An email address or phone number?
(15:31:04) Glenn: We acknowledge your concerns; however, all we can do is document your feedback here so that our relevant team can review your complaints.
(15:31:21) Visitor 21709429: You don't know my complaint
(15:31:37) Visitor 21709429: I want to discuss my complaint
(15:33:16) Visitor 21709429: Secretlad 100% has the worst customer service i have ever experienced
(15:35:31) Glenn: We do apologize that this happened to you, as we do not expect this to happen. Rest assured that you complaint will move forward to our team.
(15:35:51) Glenn: I will do my best to take this feed back to the assembly team.
(15:36:10) Visitor 21709429: Glenn can you read? It is not about the missing screws
(15:36:27) Visitor 21709429: I have told you over and over again
(15:37:31) Visitor 21709429: I am wondering if you are even a person
(15:39:11) Glenn: Yes, I understand that this is not only about the missing scrwe. I know that this is about your complaint to the assembly service. I will give you my strong assurance that this will raised to our team First I will inform our team that there is a missing screw and second, I will inform them that the assembly team assigned to assemble your desk. We know how frustrated you are especially you pay this with your own money.
(15:40:42) *** Visitor 21709429 left the chat ***
Date of experience: July 03, 2025
Reply from Secretlab
Hi Ian, thank you for sharing your experience. We are sorry for the frustration and inconvenience you’ve faced and this is certainly not the level of service we aim to provide.
Looking into your case, we hope to clarify that the technician assigned to your delivery is responsible for assembling the main structure of the desk itself. Regretfully, the assembly of additional accessories such as the PC holder or riser is not included as part of the standard assembly service. That being said, we understand how disappointing this has been, especially under your circumstances.
We also regret to hear the state in which your home was left after the visit. The technician should not have left behind any packaging materials and we regret that this happened. This is certainly not the standard we expect from our assembly team and your concerns have been escalated to ensure this is addressed.
Our support specialist is currently working with the relevant teams to investigate the situation and they will provide you with an update shortly. Thank you for your patience and understanding. Please don’t hesitate to reach out if you have any further concerns in the meantime.
The assembly was exceptional
The assembly of the chair was incredibly easy. I’ve owned several chairs from other manufacturers, and by far this was the simplest to put together. The steps were straightforward — no tiny, poorly translated instruction booklets. Instead, you get a large, full-color instruction sheet that’s clear and easy to follow. The included tools are excellent; I’m actually keeping them in the packaging because it’s so well organized. Even after my stroke, I found assembling this chair to be no problem at all. The chair feels great, and best of all, I had no parts left over!
Date of experience: July 05, 2025
It yook way too long for a response
It yook way too long for a response. As well as after my question wasn aswered i had another question which was never responded to or at least not for several hours after which i closed the correspondence.
Date of experience: July 04, 2025
Reply from Secretlab
Hi Yordan, we're sorry to hear about this and we'd like to see how we can help. We dropped you a request for more details and we hope to hear back from you soon.
ILLEGAL - RECEIVED A USED CHAIR. THEY ARE NOT ANSWERING MY MAILS.
RECEIVED A USED CHAIR, AND THEY REFUSE TO EXCHANGE AND REPLACE. 100% ILLEGAL.
I provided pictures THE DAY OF RECEPTION WHILE UNPACKING. The chair is STAINED in THREE PLACES. They offer to send a cleaning product... I pay 1000$ for something new, they send me something used and damaged and ask me to try to clean it...
They now went missing and are not taking my emails. I have to open a case and sue them for fraud and they keep not doing anything. My boyfriend and I keep posting everywhere not to buy from them : they will not give a f...u...c...k if they send you damaged stuff, and clearly don't care for their customer.
Date of experience: July 03, 2025
Reply from Secretlab
Hi Red, 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.
Excellent customer experience
This is a slightly diferent review. Firsty the webiste design is some of the best from any website I have visited.
For a customer its extremly easy to navigate and extremly efficient so thank you to the development team.
Date of experience: July 04, 2025
Wonderful experience
Wonderful experience. It did require a little work to get them to accept my claim, as my 5 year warranty ran out 2 days before I emailed them. They are very quick to respond, and overall seem like they care.
Date of experience: June 26, 2025
Amazing Warranty and experience
Warranty exchange replacement for the best gaming chair we’ve had. Representatives through email were fantastic and reassuring. Quick, concise, and considerate. Definitely reaffirmed our choice to go with Secretlab for chairs and a sit/stand desk.
Date of experience: June 30, 2025
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