Secretlab Reviews 13,236

Deceptive shipping practices. Purchased a full setup (desk, chair, and desk add-ons). All but one add-on was in stock. The desk and chair came right away. The accessories are being held to be “packaged safely together” when the one is available in two weeks. How am I supposed to setup and use my desk? Why isn’t it the policy to ship out what is in stock and then the preorder item separately once it becomes available? Actually that is the message that pops up on their website when you put a preorder item in your cart but they are not following what they are telling customers on their website. Their items are pricey and given I even spent for priority shipping they should following their own words. Stop being greedy for a couple of bucks and sent them in separate shipments. If they are willing to do it because I’m complaining in the chat it should be the practice to start with to create a better and consistent customer experience. I do not recommend them based on these practices.

My chair is under warranty and a year later it's now stuck in tilt mode. I've gone back and forth with support and they're doing everything but issue replacement parts to get this fixed (taking a full day between each email to respond to make sure the process gets dragged out for as long as possible). I've recorded and sent two videos along with explanations and they still haven't issued any replacement parts. So disappointed, so over it.

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 case. They responded instantly and after a little bit of verification they sent me a replacement piece and asked me to be more careful. Yes ma'am absolutely thank you so much! Very pleased that my chair is back in 100% condition.

I purchased a desk, two mats, and accessories from Secretlab. After placing my order, I was told the entire order had to be ready before anything could ship. Some items were on pre-order and not expected until April, so I asked them to ship what was in stock in the meantime. They refused. That's not how their process works, they said. Fine. I waited two months.

April 10th: The Desk Arrives

The desk arrived but the accessories were missing from the shipment. When I asked why, they suddenly told me the accessories were a "separate purchase." That directly contradicted what they told me two months earlier when I asked to split the shipment. No explanation. No accountability.

Then I started assembling the desk and got an E14 error code. Only one side of the desk would raise. The right leg would not move, leaving the entire surface slanted. I contacted customer service that same day. They told me there was nothing they could do and that I would need to wait to hear from their "relevant team." I asked if they could walk me through any troubleshooting steps. They offered nothing.

April 11th, 2 a.m.: First Follow-Up

Their team reached out at 2 in the morning asking about the error. I sent photos immediately. Then I waited four full days for a response.

I work full-time from home. My office is where I earn my income. Four days of silence on a brand new, broken desk is not acceptable. When they finally responded on Tuesday, I made that clear. After going back and forth, they agreed to ship a new right leg to see if that was the issue.

April 18th: New Right Leg. Same Error.

I installed the replacement leg. Same E14 error. Nothing changed.

At this point I asked them to simply send a new desk. They refused. They told me their desks are designed to be modular specifically so they can ship individual parts instead of replacing the full unit. That might sound reasonable until you factor in that every part they ship takes days to arrive, days to install, and apparently days more to confirm it did not work.

The Communication Problem

Secretlab is based in Singapore. Their responses came in at 2 or 4 in the morning, once per day. One exchange per day. Every delay compounded.

When they asked me to document the issue, I had already sent photos on April 10th, the first day. They asked for a photo again. I sent it again. Then, on a separate day, they asked for a video. My question to them: why didn't you ask for both at the same time? Each back-and-forth cost another 24 hours.

After reviewing the video, they agreed to ship a new left leg and a new control box. Then a day or two later they informed me the control box was on backorder and would not be available until mid-May.

No Urgency. No Flexibility. No Empathy.

They finally decided to ship a new table top that had the control box attached and a left leg however I had a two-week work trip coming up. I asked them to expedite shipping on the parts so I could get the desk resolved before I left. They refused. The items were delivered to my house while I was out of town. Sitting there, waiting, unusable.

It has now been over 34 days since I received this desk. It has not worked a single day.

When I asked for some form of compensation for the time, the disruption, and the complete lack of urgency on their end, here is what they offered after multiple requests: 20% off select accessories that I have no interest in purchasing.

Final Word

Secretlab is not a budget brand. These are premium prices. What I received was a broken product, a slow and indifferent support process, and zero accountability. I was told repeatedly that this was their procedure, their policy, their process, as if that was supposed to make a month without a working desk acceptable.

If you work from home, if your setup matters to your income, or if you simply expect a company to treat a real problem with real urgency, go somewhere else.

Customer experience has been terrible to work with. I ordered the MAGRGB lights for two desks and they do not connect to Apple home as advertised. I have been emailing customer service for 10 days and they can’t get the product replaced despite me going through the trouble shooting process. They also will not reread the thread from previous representatives so you have to reexplain yourself every time. For spending over $2k on desks and accessories they are making this $80 part a nightmare to get fixed.

Good Service although ended warranty!
Thank you!

I've had my secret lab chair for about 5 years and it's only been recently when things were starting to break or fall off. I reached out to see if I was able to purchase replacement parts, they then sent the parts for free, except for 1 which was only $11! After my 3rd request to buy the replacement part the part didn't actually fix what was broken. Not only did they ask for a video to see what was the problem they then sent me the part I did need!

Unfortunately I don't make a lot of money, but I will be saving up to buy more products just so I can support them the way they support me. Hands down best customer service, product is top notch and I can't wait to get the next thing from them.

Cath specifically was the person who worked my case and I hope they are treated at least half as well as they treated me.

The reaction for my warranty complaint was swift and satisfactory. I've received malfunctioning part(multi tilt mechanism) and replaced it without any issues. Instruction on how to do this has been clear.

Great Customer support at first, until you realize their customer support is completely automated. Had an issue with my chair and they sent a multi-tilt mechanism and new hydraulic. Issue continues to happen and they keep suggesting to repeat the process. I have now replaced the piece 4 times and am about to be on the 5th. It makes no sense. On top of that, there is no proper contact information, and constantly getting these generic automated responses is extremely annoying. Don't get me wrong, I appreciate them constantly sending replacement parts but at what point do they realize that is not the issue. Would also help the company as a whole save money if they monitor support tickets with real staff.

Great support for an item that was delivered damaged. I received a replacement no questions asked shipped to me quickly

Very pleased so far with my Magnus Evo XL Desk. Excellent build quality and instructions. Looks very smart. Smart cable-hiding accessories. High price tag but I tell myself it's an investment in my future productivity and health.

Customer service support for a damage part was exceptional, timely and exactly how aftercare should be for an investment product.

Ordering experience was wonderful. Received timely updates to let me know where everything was at any given time. Once the chair was received, assembly was straightforward and pretty simple. The chair is of amazing quality and you can tell it was made with care. I highly recommend this chair to anyone wanting a chair that will last.

Order and the next day it was ships out good help with ordering everthing i needed

Secretlab has consistently made a positive impression on our company with its fast and helpful technical support.
The chairs and legrests are excellent for long meetings.

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 !!!