Secretlab Reviews 13,198

The agents I spoke to were awesome and completely understanding with the issue I had. The response time was one of the best I've ever dealt with. I would definitely suggest your company to anyone

I order a replacement armrest, but order the incorrect one, despite following all of their website instructions. Anyway its taken over 25 emails to get it sorted. The first 10 were them asking for photos and I had to follow their form filling procedures, the next 10 were how to return (at my cost) and the next 5 were waiting for a discount code to by the right product. So basically I've paid $25 in shipping for a $25 dollar product and I'm now paying $17 for the replacement and another $12 shipping. Its insane. I don't know where in the world their customer services are based, but its honestly the worst I've ever experienced, not withstanding that this company is marketing its self as a highly branded customer service focused business.

Update -

Its now 29 emails to your "customer" services team. You claim that I ordered the wrong product and therefore its all my fault. I have just emailed the order confirmation email and a photo of the correct product on your website. They are the same. So I'm now actually up to 29 emails because you guys are arguing a $25 armrest replacement. What happens when there is a problem with an $800 chair - do you just argue that you guys are right all the time and the customer is stuck with no options. Seriously do you know how much time I've wasted and your support team have wasted for $25 by justifying your position? If you replaced without charging me all the shipping charges then we wouldn't be having this issue and I'm 75km from your Auckland warehouse!!

Best gaming chair out there, best customer service period.

Hat off to secretlab team everytime you guys outdo yourself.

Keep it going !!!

I had a part in my 5 year old chair die on me, i contacted support and must say i have never had a better online support help than what i got here.

Secret Lab products and service have always been top tier. Clearly there's a book on how to empasize quality on all fronts, and they might have wrote it.

I purchased a chair from them years ago and it's still just as functional as the day I got it, I will never need another chair. Though I wish the skins they offer were a little more affordable, I would totally get another one if I could justify the price.

This time around I got their Magnus XL desk, and the built in cord managment tray is a dream. Adding the PC mount and ethernet extender was a sinch. I will be very eager to purchase a mountable taptop dock or something if they ever come out with something of that nature. I run a work laptop and a leisure PC and would love a way to hide the laptop a bit better.

I contacted SecretLab support with a problem of my own making. Despite this and with the chair out of warranty, SecretLab sent me a new, replacement seat unit to fix the problem. They did this free of charge.

This was outstand service, above and beyond expectations. Thank you very much.

Not only is their product great but so is their customer service.

I had an issue with a chair I ordered. The support team answered the support ticket within 1 day and had a replacement part shipped very quickly. I'm extremely happy with the support provided by Secretlab, and with the quality of their products.

fast responses
good communication
fast delivery time

all in all outstanding support

Incredibly friendly service from support members that know their product and listings.

They helped me find old inventory of a sku that was no longer listed on the website that should not have any continued support from 2020.

They got me a custom purchase order for it, and shipped it out very quickly.

I can keep using the chair I bought 6 years ago comfortably and reliably!

A big thank you to Heather, Lou, Vince, and Cassie!

Had my issue resolved hence a new review with helpful and friendly support staff.

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 the replacement piece and it was easy to follow instructions to speak to customer care.

The chair is comfy and really customizable, I would urge people to try them at cons if they can but I am very happy with my purchase. Had leg and back pains that lessened.

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 the new base arrived and the chair is good as new.
I can't think of a better example of customer friendliness and good service.

I had a nightmare of experience trying to order from them as EU registered company. I've contacted their customer support multiple times for all kinds of different problems. The payment that I was trying to do was getting denied on their website with simple error message saying "Please try again or contact our support" but the support had absolutely no idea what is going on, what or why the error was there and how to resolve it. They even told me in straight text that I can pay via bank transfer instead to make it easier and when I asked how can I do that, they said "oh, we don't support payments through bank transfers".

I finally managed to make a payment and get an order just to get issued an invoice with wrong information. Another set of multiple interactions with their support, getting denied simple corrections to the invoice. At the end I had to accept that the garbage of a note that they sent instead of an invoice won't be useful to my accountants and simply asked if I can file a complaint for the whole experience. "We don't have enough information to answer this question but if you want you can leave feedback through this chat". I did but I'm never using their services again as I can't imagine anything that could have happened to make this worse.

Easy to assemble good quality. I think biggest thumbs up for packaging in my experience I never seened such a careful packaging of each part and each item. I can easy recommend this table for gamers adjusting the right hight for a table makes massive difference in comfort.

Everyone I talked to was exceptional! Super helpful!

Really disapointing.

To start with, My Titan XL evo seat base failed after 3 years and 8 months.

Within these 3 years and 8 months, the caster wheels failed, and the metal base leg snapped. Replaced under warranty which was good, but the life expectency of the chair is a bit disapointing, especially at the price point.

I contacted SecretLab to see if I can replace the seat base and arm rests and ask what options I have. I need to get a new seat asap for work.

After 3 days of messaging back and forwards, customer service still havent told me the price of replacement parts.

Customer service offered a £70 voucher off a new chair, which I was considering. However, it was a bit insulting to receive a £30 voucher with a time limit of 4 hours.

I would really like to get a new secret lab chair, but the experience is just frustrating. Even more so when I have been recommending their chairs to friends and colleagues for the last few years!

customer service is so poor I only have one more part I need and will never order anything again. I have already sent over my details

Pre-ordered a cushion for my Secretlab chair, requested delivery to a post office box, given a delivery date of 22nd May, got a number of conflicting communications from Secretlab, but ended up getting told to get the delivery address changed (approx. 1.5km) as they do not deliver to post office boxes (not detailed at checkout) I would have to cancel my order and order again. Did as requested within minutes or receiving my refund only for the delivery date to get pushed back to 13th July. Sent an email asking for the original delivery date to be maintained and I was denied.