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
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Review summary
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I had a part of my chair break off, it was the plastic guard for the spring for the backrest, and while it didn't impede the function of the chair leaving it open would have been a little dangerous si... See more
Company replied
Amazing support. Quick response, fast turn around on an issue that in hindsight, clearly was of my own making but they helped resolve it anyway. There is a reason I now own two chairs and will recomme... See more
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I cannot begin to explain how delighted I am with my whole Secret Lab experience. From order to delivery I have never experienced such super service. Furthermore, the packaging of each piece was so be... See more
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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
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Paid for expedited shipping, got a mislabeled order and a broken refund promise
6/16 edit to 1 star now.
thanks for confirming it yourself. You knew I'd refuse the chair on principle, so you dangled a refund to get me to keep it. I trusted that. What your response leaves out: FedEx says it was delayed because you mislabeled it, and it sat for over 24 hours before shipping, that's the real reason it was late, not the holiday. Had I known, I'd have refused delivery and walked. I don't play with this shady stuff.
Original 2 star--
This is my third Secretlab chair, and the product itself is genuinely good, which is exactly why this experience is so disappointing.
I paid extra for expedited shipping. Instead of being prioritized, my order sat and was mislabeled, which delayed it. It technically landed at the very back end of their expedited window, but well after the timeframe their own messaging led me to expect. Paying a premium for speed and then getting the slow end of the range because of an internal handling error isn't "expedited" in any meaningful sense.
When I raised it, support told me they'd refund the shipping cost, the catch being that I'd accept the shipment rather than refuse delivery. I held up my end and accepted it. Once they had that, they reversed course and declined the refund.
To be clear, this was never about the money. It's about a company making a commitment to keep a sale, then walking it back the moment they had what they wanted. I was genuinely about to buy the matching desk. Now they've lost a repeat customer over a shipping fee they explicitly promised to return.
The chair earns its reputation. The way they handle their customers does not.
14 May 2026
Unprompted review
Reply from Secretlab
Hi Joshua, thank you for sharing your details with us. We're sorry to hear about your experience. We've reviewed your ticket with our support team and noted that the team last dropped you an email on 1 June.
Firstly, we'd like to express our appreciation of your kind support of our products over the years, and we're glad to hear that you're enjoying your setup.
We'd like to clarify that our priority shipping option is meant for orders to be fast-tracked through the processing line, with the guarantee that it will be shipped out within the next working day. As your order was placed on 21 May and shipped out from our end by 22 May, we're glad that this guarantee was fulfilled on our end.
As our couriers do not operate on weekends and public holidays, we noted that your order was successfully delivered by the next working day, on 26 May.
Our support specialist also raised your refund request on 26 May, with a gentle note that it would be subjected to approval. However, solely due to the fact that the priority processing service was successfully rendered within the promised timeframe, we regret that we are unable to approve the request.
While we understand that this is not the expected outcome you hoped for, we hope this helps clarify how the timeline was determined. If you have any other questions, please feel free to reply to our last email from 1 June, or reach out to us directly at secretlab.co/contact
Update (17 Jun): Hi Joshua, thank you for the update. As clarified earlier, the outcome of the refund request was solely due to the success of the guarantee being fulfilled on our end.
To share further on our processes, all our shipping labels are automated and printed according to the information provided during checkout. As such, we are currently unable to determine the cause of any mislabeling, and we'll be checking on this further with the relevant teams to investigate further.
Still, we understand that this had been a less-than-ideal experience for you and we regret how this happened. We'll definitely be sharing your case with the respective teams and we truly hope to serve you better in the future.
We hope this clarifies, and do let our support team know if you have any other queries.
Easy to Request Replacement Parts
My left armrest in need of replacing due to a tare in the material and Secretlab was able to provide me with a replacement. My Stormtrooper chair was still under warranty and the customer service representatives I spoke with were able to help me with getting a replacement arm rest. I received my replacement armrest with in just a few days. Excellent customer service !
6 June 2026
Unprompted review
Reply from Secretlab
Hi Joshua, 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 jc, 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.
Secretlab Chair Review
Secretlab Chair Review – 3/10
The chair looks good, but long-term comfort and durability are disappointing. The armrest started peeling within a few years, and the side support pushes my shoulders forward, making my posture feel rounded.
Warranty support was also poor, with no proper reply or follow-up. For the price, I expected much better quality and after-sales service.
Overall, I would not recommend it.
13 June 2026
Unprompted review
Reply from Secretlab
Hi Xuan ming, sorry to hear about your situation. We ran a quick check on your order and noted that the last request submitted to our support team was in February 2022, where you reached out to request assistance with the armrests on your chair.
From our records, we noted that our support team had actually dropped you a reply within the same day, but received no response to proceed with the replacement process. As a result, we regret that the team could not assist accordingly.
We understand that your Secretlab TITAN Classics 2020 chair was purchased in January 2021, approximately 5 and half years ago. Just to share, wear and tear is a natural process that happens to all furniture over time, and the rate of which this happens is highly dependent on the environment and user habits. As a result, we always encourage all our users to wipe down their chairs every once in a while, as we've found that this helps to slow down the rate of wear. You may read up more on this in our Aftercare Guide, secretlab.co/aftercare
That said, we'd like to share that our Peel Protection Guarantee is actually applicable for your region and you can check it out here: secretlab.sg/ppg
It would be great if you could reach out to our support team to consider the options available via the program or see if there's any other way we can help.
We hope this helps and we look forward to assisting you further via email.
Warranty processed
Thanks to SL team very professional and also very quick everything.
29 May 2026
Unprompted review
Reply from Secretlab
Hi Gustavo, 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 product and great support
Great product and great support. Had a question on my order and someone was available right away to answer and assist. Extremely satisfied with both my order and customer service.
10 June 2026
Unprompted review
Reply from Secretlab
Hi Stephanie, 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.
Efficient customer service
Gracey was extremely helpful with cancelling my order after I made a mistake in the shipping address! She got my order cancelled quickly and efficiently so that I was able to place a new order with the correct address. Minimal fuss, fantastic customer service.
8 June 2026
Unprompted review
Reply from Secretlab
Hi Ari, 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.
Quick responses and great follow ups.
Quick responses and great follow ups.
I have been using Titan 2020 and it had wear and tear so i wanted to replace some parts and they offered reasonable price for the parts :) thanks
10 June 2026
Unprompted review
Reply from Secretlab
Hi Austin, 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 love Secretlab
I love my chair it is the best. I broke my arm cushions it was peeling, and my warranty was over and it was my fault and I sent a mail and they sent new ones anyways for free and another year later my lumbar cushion got bad and I asked if they have repair services since my warranty was over, they gave me %50 off lumbar cushion.( I couldn’t afford it but still very generous discount) Their customer service is unmatched.
12 June 2026
Unprompted review
Reply from Secretlab
Hi Obsidian, 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.
I was told to send pictures via google…
I was told to send pictures via google drive. I sent pictures via google drive twice and was told that’s not an acceptable format. I then sent the pictures not in google drive and as just pictures and you couldn’t open those either. What’s the point of asking for pictures if you have no real way to open them. Problem was never resolved this is horseshit.
30 May 2026
Unprompted review
Reply from Secretlab
Hey Dominick, we're sorry to hear about your situation. We dropped you a request for more details and we hope to hear back from you soon.
Customer service
Customer service was quick to answer questions and they also made it easy to get a replacement part for one broken by the courier.
29 May 2026
Unprompted review
Reply from Secretlab
Hi Tomi, 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 had a problem
I had a problem. I bought my chair back in 2022 and my warranty was expired, and then tragedy struck with my seat breaking. I went to support praying for a miracle and got Cy who worked with me over an entire day to diagnose what exactly was broken and then he followed up with giving me a replacement part as a gesture of good will. This is important because I spend a lot of time in this chair for work. Cy did so amazing and is your best asset in support!
5 June 2026
Unprompted review
Reply from Secretlab
Hi Richard, 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.
Secret lab has a great customer support…
Secret lab has a great customer support staff, I had something break and they resolved the issue within 48 hours and had a new replacement component shipped!
12 June 2026
Unprompted review
Reply from Secretlab
Hi Tyler, 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.
Here’s your Google review
⭐☆☆☆☆
18 days, no product, no replacement, no accountability — avoid.
Ordered a floor mat on May 25th. It is now June 12th and I have received absolutely nothing. Not the product. Not the replacement that was promised. Not even a coherent explanation.
Here is exactly what happened: after weeks of silence, agent Mitch finally acknowledged the package was likely lost in transit and promised to send a replacement — pending a Written Declaration form he would email me. I never received it. I flagged it immediately. Nothing happened. Then
11 June 2026
Unprompted review
Reply from Secretlab
Hi THIERRY, thank you for sharing your details with us. We're sorry to hear about what happened. From your ticket with our support team, we understand that your original order recently had its tracking updated by the assigned courier to be delivered to you within the next few working days.
We are usually able to send out replacement packages in the event that an order is declared lost. As your order's tracking was recently updated, we seek your kind understanding that this will be paused so as to avoid the recipient receiving duplicated orders, further complicating the situation.
Please be assured that our support team is keeping a close eye on the movement on your order and will be able to assist further should there be any further complications.
Nonetheless, we understand that your experience is taking longer than usual. While we are currently unsure the cause for the delay, we'll be raising this with the relevant departments to look into with the assigned courier. We never intended for this to happen, and we'll be working to tighten these gaps with our partners.
We'd also like to share that our support team is typically able to respond within 24-48 hours from the last email or chat update sent to us. As such, we recommend to refrain from sending in multiple emails or updates, as this may result in a longer response time.
Your kind patience is much appreciated as your order is making its way to you. We hope this clarifies and we look forward to you receiving your package soon.
This desk is amazing
This desk is amazing. I really enjoyed this desk so much and it was my dream to have a nice desk like this
12 June 2026
Unprompted review
Reply from Secretlab
Hi Raymond, 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.
Quick response
The customer service is outstanding. It took just an email outlining the issue and they replied after a few hours, asked me to upload a few pictures of the problem and that was it. Delivered the replacement part as fast as the courier could get home.
Definitely they stand behind their products.
Highly recommend!
30 May 2026
Unprompted review
Reply from Secretlab
Hi miguel, 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 Company
Great chair, and great support! Shipping could be a bit faster.
8 June 2026
Unprompted review
Reply from Secretlab
Hi I. Ono, 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.
Love and adore Secretlab
I love and adore Secretlab, I've had their Omega chair for 8 years now and just upgraded to a new Titan alongside my Magnus desk. The quality, ease of setup and use, and just how comfortable their chairs are have made me a customer for life! Customer service has always been so helpful and quick to respond the few issues I have had, their team is amazing <3
28 May 2026
Unprompted review
Reply from Secretlab
Hi Pembroke, 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 Customer Service.
Excellent Customer Service.
Fast Delivery.
Very easy to assemble (even for a woman :-)
Very high quality product. Recommended by an Osteopath.
Highly recommended.
8 June 2026
Unprompted review
Reply from Secretlab
Hi Renu, 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.
I had a great experience with Secretlab…
I had a great experience with Secretlab support. The communication was clear and professional throughout the whole process, and I was guided step by step until the issue was resolved. I also appreciated the regular updates, which made the process very easy to follow. Overall, I’m very satisfied with the customer service.
12 June 2026
Unprompted review
Reply from Secretlab
Hi Ivars, 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.
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