Secretlab Reviews 13,174

Got the correct table top first time but one of the holes where one of the 4 legs gets inserted into was bent inward making it impossible to continue building. They were kind enough to send me a new tabletop BUT it was the badly manufactured and didnt work also.... now we are on our third table top and I am being forced to rebuild it for the 3rd time. This is horrible and bad on their part.

Missing order, was sent back to the sender from the tracking number, they acknowledge the fact that it was sent back to them, but too much headache just to print a new shipping label on a box and reship it. It says black on white on the tracking sent back to sender, they know it was sent back to them but once again cant send back a box lol. Otherwise the desk is nice

the most incompetent and frustrating bunch of people to work with. (maria, reese, heather, nami, christoper). tossing me around to multiple agents, asking stupid questions, and zero willingness to help or genuinely investigate customer issues and address user concerns. I still have yet to have my issue resolved. completely clueless and useless support staff. I hope the entire team is seriously re-evaluated, reviewed for their performance, and are cut from this line of work. they can not handle simple returns or exchanges or provide the user with simple parts

edit as response to reply: the connector add on is made available separately and can be added to your cart, but the c clamp is not available for purchase separately. so why doesn’t your policy apply to the connector add-on? it is just as susceptible to modification as any of your other products. I was the one who requested a refund as an alternative by the way. no one even suggested that to me as a solution. at first, someone even claimed you guys can not do simple exchanges? ridiculous. and all of this is because of your weird contradictory warranty policy on the c clamp. you forgot to mention the part where your support staff closed the support ticket in the middle of asking for photos of my existing arm to begin the refund process even though I had already stated several times I have the connector add on version of the arm and that I had already provided photos as well as an order number (and mind you this had been back and forth emails for over a week with no resolution). you had all the pieces yet you couldn’t make a simple return. so thanks for showcasing again to me how secretlabs can not provide simple parts or resolve simple customer issues with your edited response on a site where we can’t properly discuss. change your damn policy. just give the customer what they need. that’s what a proper support staff does. they care about their customers instead of this be kind and understanding ai generated ahh corporate responses. dumbass warranty policy makes no sense - what the consumer does to a product after purchasing your product is what should void warranty. having a policy in place out of fear of modification to a product you refuse to give to a customer in the first place is asinine. make the c clamp available to verified customers who request it if you’re going to be cowards and not have it available for purchase separately on your site. or at least finish your support tickets properly instead of cutting it cold because you are also frustrated with your incompetence. you want to stick to your silly policy when your policy is cowardly self protecting garbage. I promise you the majority of customers will be using your c clamp as a c clamp. you didn’t invent those. go kindly review yourself

Support was fast to pick up my issue. Helpful, polite, caring and efficient is what come to mind. Super fast shipping as well! Always a delight to do business with the support team.

My experience with Secretlab support was frustrating, mainly due to how my case was handled by Helena.

From the start, responses were slow and inconsistent. I had to send multiple follow ups just to get a reply, and each time it felt like she appeared briefly and then disappeared again like a solar eclipse, leaving me in the dark about what was happening with my return.

The replies I did receive felt like generic templates rather than actual help. Even after sending all requested information, including attachments and forms, I still did not get clear guidance on the next steps.

In contrast, the live chat support was actually helpful and responsive, which made the difference in service very noticeable.

And the Chair is not worth 500 euros, I feel liek I am setting on wood bench, its so rough. And impossible to dissamble and ship back, Buy a cheaper chair that will last you one year, and dnt buy this expensive woodbench that will last you 5 years.

Overall, the lack of timely responses and meaningful support made the process unnecessarily frustrating.

Went great! The seat part of my titan evo was damaged, but within minutes the customer support ticket was forwarded to the appropriate department. A day later I got the confirmation a replacement part was going to be shipped to me. Got it today and I get to enjoy my chair for years to come :)

Support how it should be. Quick and qualified response. The spare part arrived in a couple of days. Everything perfect.

Chair was delivered clearly returned by previous owner. One of the screw holes is misaligned so I have only 3 instead of 4 holding one of the pieces together. After 2 months, one of the arms broke off and customer service quickly replaced this no problem. 2 years later, there is a loud creak any time anyone sits down or leans back and customer support has repeatedly asked the same questions already explained in the original ticket. They agreed to replace a part and said they would check availability and update me. After checking on this 3 days later, I got an email saying they were waiting for a response they never asked for.

After having bought a Titan Evo a few years ago (which, aside from some minor delivery issues at that time, everything went smooth), I recently ran into a problem with a broken (part) of a seat base.
I wasn’t even sure if this was something that could be replaced or anything.

I submitted a support ticket and received a quick response from customer service. After exchanging a few emails (including photos and a video to show the issue) they resolved it faster than I expected.

To my surprise, I was informed that a replacement part was being sent. Just a few days later, I received a new seat base, and my chair is now fully functional again. The entire process, from support to delivery, took less than a week.

In short:

Quick customer service response time
Replacement part provided without hassle
Smooth and fast delivery

I was helped via email because of a lost package in a great way. All I can say is great customer support!

5-Star Review – Secretlab Titan Evo XL Pikachu
I bought the Secretlab Titan Evo XL in Pikachu edition and I’m genuinely impressed.
The XL size is huge — exactly what I needed. I’m a bigger guy and this chair fits me perfectly with tons of room to spare. The build quality is superb; it feels extremely solid and premium, with excellent materials and attention to detail. The comfort is outstanding too — I can easily sit for long hours without any discomfort or back pain.
What really blew me away was the customer service. After I placed my order, I changed my mind about the model. Instead of making it difficult, the Secretlab team went above and beyond to help me switch my order. They were fast, friendly, understanding, and made the whole process completely stress-free. Their service was genuinely exceptional.
From the fun Pikachu design to the comfort, rock-solid build quality, and top-tier customer service — believe the hype. Secretlab really does deliver.
I highly recommend this chair (and this company) to anyone looking for a premium gaming/office chair.

I had a warranty issue with one of my chair armrests and secret labs took care of it in no time! Excellent customer service and quick turn around! I love my desk and chair and they definitely deliver on quality and customer care! 10/10 recommend to anyone looking for a great product!

First and foremost - the Titan EVO is excellent. It's the most comfortable chair I've ever sat on for long periods of time. But the 5/5 experience came from the customer support. I accidentally broke one of the side panels while transporting the chair on the 2022/2023 model. I contacted SecretLab and their customer support (shoutout to RAM and Clous) sent me a replacement part in a matter of two or three e-mail exchanges.

This company has won me as a future and loyal customer.

The help I received was fantastic!

I love the desk and how it’s made out of metal. The quality is very nice. Had an issue where one of the boxes was lost. Reached out to secret labs. They reached out to the shipping company. After a few days they determined it was close to being lost and were going to send me a the missing items that were ordered. They kept in contact the whole time and were very friendly.

I am going to be completely honest. First I was gesitant cause the price is a lot. Then I was saving for a few months and I still wanted it so I did finally gave in and bought it. In my head I was hoping it was actually good. Pleasantly surprised, the first box came it weighted do much I thought it was everything in the box.i was wrong just the desk top and all the items and tools I needed to build the desk. Second box was also so heavy and it only had the Legs in it. I am missing to get my third box where all the accessories come (they take for ever on that one but as fast ad I got the otehr Items I am not upset) so far its ben the best desk I could of ever purchased. I have had like 10 desk so fsr none compare. Its a big splurge but trust me its worth it and I bet most of the payment is going on Delivery fees cause its a heavy desk. Well build and super easy to set up. Love it. I also love the Joker mat its really great quality. I took me a few months to get it but I am happy I saved for it.

Nami the customer service agent was very helpful and helping me solve my issues with my chair! Very great customer service

There service here is outstanding in my opinion. I had a problem with one of the table legs of my Secret lab Magnus so I wrote the support. Next day I got a new message, about what I should try first to see what's making the problem. After that, we confirmed it was the leg and they instantly said they would send me a new one. The whole thing was just in one week and without trouble solved! Great Costumer service, thanks again Tin!!

Amazing company selling amazing quality products. If you need their support, they are quick and effective.

I had to get a new leg for my desk because one of the screw on it was eaten and couldn't come off. I didn't have to over explain myself or anything, they just sent a new one which I received within 1-2 week.

Highly recommend.

I purchased a chair around 5 years ago and i have very much enjoyed it (as much as you can a chair anyway!). All was going well until the last couple of weeks when i noticed a sag on the back. I raised a ticket with Secretlab and during that process, i noticed that my warranty had actually expired just over a month prior to me noticing the issue. I was open with Secretlab around this and they didnt blink - they just got on and solved the issue in a prompt and professional way. It took 3 working days to complete the diagnosis and to get me the appropriate replacement part. Service like this is what breeds customer loyalty!