Secretlab Reviews 13,174

Bought a TITAN Evo - Regular - SoftWeave Plus Fabric chair which is amazing. However, the delivery/service is appalling.

I have also bought an additional armrest and chair recliner but have still yet to receive the products.

I was notified of a delay for the armrest which is understandable but nothing about the chair recliner. Recently checked their website to see if the recliner was also delayed but it doesn't seem so.

Submitted a form with SecretLab to get an ETA on my remaining two products. Product was ordered 2 months ago and I was expecting the chair and recliner but only received the chair.

I placed an order with Secretlab for £1,457 and was given a UK delivery window of 1–3 days. That delivery promise has proven to be completely meaningless. I am still waiting for any meaningful update, never mind the actual delivery.

For a company charging premium prices, this level of service is unacceptable. Secretlab markets itself extremely well, especially across social media, but the customer experience after purchase tells a very different story. Once they have your money, the communication appears to fall apart.

This is not a minor purchase. It is a substantial order, and customers should not be left chasing basic delivery information after being given a delivery window that clearly has not been met. If my order does not arrive today, I will be commencing a chargeback through my card provider.

Secretlab should be excelling at customer service, particularly as a relatively small and specialist company selling premium products. Instead, delivery problems and poor communication are creating the kind of 1-star reviews that do not disappear. These reviews stay online because they reflect real customer experiences.

The company needs to stop cutting corners with logistics. If they cannot reliably manage UK delivery themselves, they should use a proven logistics partner such as Amazon rather than allowing customers to sit in the dark after spending over a thousand pounds.

You can pay influencers, push Instagram content, and build hype around the products, but none of that hides the underlying issue: the post-purchase experience is not good enough. A premium brand is not just built on product photography and marketing. It is built on delivery, communication, and trust.

Right now, Secretlab has failed on all three.

best warranty experience(s) ive ever had, hands down. product is amazing and any issues ive had were out of the companies control and i was still taken care of.

Bought 2 Magnus XL pro desks with accessories

Did not receive the legs for one desk.

Contacted customer service so far we are at 15 emails no resolution.

I have sent the pictures from ups not showing the second box that contains the legs even though they said it was delivered.

I have sent a 1 min video showing ups driver making the delivery and me bringing the product inside.

They ask the same questions over and over again. The one desk I do have seems good.

But they don’t seem to care about there customers I don’t know what to do next cause I have a desk with no legs. I wish someone cared in the company I wanted to buy 4 more for my office.

Secretlab use the worst delivery company. Sent one man to try to carry a 34.8kg box which is against HSE guidelines.
The company walked the box into my porch (without authority so civil trespass as it was closed) and created a dent in my wall which now needs repairing. They left the porch door wide open while I was out leaving my home insecure.

Secretlab have refused responsibility so I have to go to small claims court.

Edit. To stop my claim, they offered me £20.

So let's see what they feel is ok:

1) Per T&C's you have to be in for delivery and you need to sign. The courier faked my signature whilst I was out. This is OK per Secretlab.

2) Secretlab have a duty of care to deliver the package carefully and responsibly. They sent one person trying to carry a 34.8kg large box containing a chair. This is against HSE's guidelines of 25kg. This is OK per Secretlab.

3) There were no implied rights to enter my property, the delivery driver entered my porch without asking which is trespass. This is OK per Secretlab

4) The delivery company tried to walk the box along the drive as they could not lift it into my porch and dropped it into the wall causing damage. This is OK per Secretlab

5) The delivery driver left my porch door wide open with the box on show from the front of my house for hours until I arrived home. This is OK per Secretlab

Edit 2: I've sent CCTV of the one man trying unsuccessfully to lift the box and scraping the heavy box along my drive, I've sent photo's of the hole in my wall, the porch left wide open with the box on show and the door unable to close due to the size of it, you yourselves sent me evidence of the fraudulent signature.
So for full clarity for everyone else reading this, you still refuse to help unless I send CCTV from INSIDE my house which is a very odd request.

I bought a Titan Evo R around 2023 and it seemed very big when I got it (I'm 1.72m tall). I tried to get used to it since it was a gift and I didn't even consider returning it, but after giving some time I've realized it's incredibly uncomfortable for my back and it's ruining my neck. I asked if they could send me a smaller replacement or even return mine, but it's not possible due to company policy. It's the most uncomfortable thing in the world; I have to position the neck cushion so low that it detaches from the magnet with the slightest bump, and the backrest is super rigid, not padded at all like I saw in a video. I'm giving it 2 stars because the shipping was correct and because the chair is sturdy, but it wasn't at all what I expected, plus each accessory is very expensive.

They solve my issue really quick without arguing. I love Secretlab products and they provide a good service!

It is always a pleasure to deal with Secretlab. Agents are able to answer all questions and provide superb service. Spoke to an agent to have my arm rests replaced and all went smooth. Very easy to understand and prompt service.

Im really overwhelmed about secret labs customer support. Big thumbs up!

Ordering from Commander is an experience in itself—the pleasure of choosing the color, the model, whether to add a skin or not, armrests, and more. Delivery was the next day (when the model is in stock), and it was very easy to assemble. I had ordered one extra item, and customer service quickly handled the cancellation of the product. I love my chair—it's extremely comfortable and encourages me to maintain good posture for my back.

Costumer Service helped me very well. Thanks a lot. Im very happy.

The company provided excellent support when my order was mishandled by the local delivery service in my country, which refused to deliver it due to its weight without proper notification. Not only did they step in to resolve the issue and ensure I received my product, but they also offered a partial refund as compensation for the inconvenience. Their responsiveness and customer care were truly appreciated.

I’m extremely disappointed with my experience purchasing the Titan Evo chair. For a product that’s marketed as premium, the quality is shockingly poor. The materials feel cheap, the construction is underwhelming, and it’s nowhere near as comfortable or durable as advertised. It started showing issues far sooner than expected, which makes me seriously question the overall build quality.

What made things even worse was dealing with customer service. They were unhelpful, dismissive, and at times outright rude. Instead of trying to resolve the issue, it felt like they were more interested in avoiding responsibility.

To add insult to injury, returning the chair comes with a hefty return shipping cost that the customer has to cover. For such a large and heavy item, that cost is significant and makes the return process feel like a penalty rather than a solution.

Overall, this has been a frustrating and disappointing experience from start to finish. I would not recommend this company to anyone looking for quality or reliable customer support.

It took a month to get a replacement part and now it’s broke again after just a month. Otherwise great chair

EDIT: In the reply to my first review they said.

"Please rest assured that our support specialist is currently looking into your case as we speak. They're treating your case with priority and will work to get this resolved for you as quickly as possible."

After 3 days i got a response saying that they would ship the replacement part to me because the tilt mechanism/tilt lock was broken, exactly like the tilt mechanism/tilt lock broke 2 months earlier. They just needed to know if i could remove the base and piston which i said i couldn't.

2 days after that i get a respond that they are looking in to it further because they haven't received reports about this issue earlier even though it happened to the original part as well.

Now they are requesting more photos even though ive sent 3 videos of the issue to them.

So the "Priority" and "quick resolution" fells like utter bullshit after a week and no new part have been sent. It took a month to get the part last time so i expect ill have to sit in a broken chair until June maybe middle of July now then.

As i said previously, great chair otherwise however the older version felt like it was higher quality and it was more comfortable.

Incredible help and thorough explanation at every step of the process.

I purchased two Secretlab chairs and overall I’m very satisfied with the experience.

One of the chairs was assembled without any issues, while the other arrived with a defect in the backrest. However, the customer support team responded quickly and handled the situation very professionally. They sent me a full replacement for the backrest without any hassle.

Now both chairs are in perfect condition. They are extremely comfortable and feel very high quality. Even though these are 2024 models, it’s clear that the company continues to provide excellent after-sales service.

Great product and outstanding support. I would definitely recommend Secretlab.

Top notch support and communication.

Love the products, but customer support with shipping is terrible. If your order contains a pre-order item, they will hold everything until that item is ready. Better yet, despite the fact that most of it is sitting in a warehouse for that month, no modifications, unless you cancel the order.

Again great products, terrible customer support on the shipping side.

Just send pre-order items separately.

We had a problem with a weird noise coming from the hydraulic from a chair (nothing wild just something we won't let getting worse)
The SecretLab support ( in our case Allison) helped us super fast, friendly and patiently.
We got really detailed instructions to show our problem and after that we got super fast help. 10/10

Excellent service. My Secretlab chair arrived with a broken backrest, but they replaced it immediately without any hassle. Highly recommend for their fast support and quality products (a faulty part, it happens, it doesn't diminish their great products).