Secretlab Reviews 13,174

Very helpful and willing to help me out however they could.

The quality and care of the unboxing was second to none I’ve ever experienced. Then the real treat, the gaming chair. Wow, love it

Great support, fast response and very polite

Bought a chair that came with broken packaging. Tried it out and had severe pain from the chair after just 20 minutes of use. Wrote to secret lab to request a review. over a week they asked me for video of the chair, photos, a scan of the NFC chip in the chair [why does it even have that], and essentially wasted my time and then have so far refused a return as the original packaging is not with me since it came damaged and I threw it out. Shocking bad customer service and a chair that is expensive and painful to use. If you decide to buy one ensure you record everything, photo of how it arrived etc as this company will do everything it can to refuse a return. Bad company and a overpriced chair.

I’m really disappointed with the support experience I’ve had with Secretlab. All I needed was a replacement set of armrests for my 2020 Titan XL something I’ve already had replaced once before in 2023. I provided the previous order number, the email address used, and all the information I’m physically able to give.

Despite clearly explaining that I have mobility issues and cannot get down onto the floor to take underside photos, support repeatedly asked for the same images over and over again. They already have my previous replacement order on record, which should be enough to identify the correct parts, yet they refused to proceed without photos I simply cannot take.
There appears to be no accessibility support, no reasonable adjustments, and no willingness to use the information they already have. For a premium brand, this is incredibly disappointing.

I genuinely expected better from Secretlab. Instead, a straightforward request has been made unnecessarily difficult, and I’m now left considering alternative suppliers because the process has been so inaccessible.

I hope Secretlab reviews this case and improves how they handle customers with disabilities, because this experience has been far below what I would expect from a company of this size.

Very fluid and easy experience! Super helpful team. Solved my problem. Sent out a new part within a couple of days and the desk is working perfectly again!

Starting with the positive, the chair is fantastic. It was very easy to assemble. It's sturdy, comfortable, flexible, well designed, I genuinely could not be happier with the chair itself.

Unfortunately, the experience actually getting the chair was dreadful. Secretlab use XDP as a courier. If your order is being shipped by them, expect problems. There's a good reason for their 1.2* rating. At their first attempt at delivery, they were not provided with my house number. They got all the way to me street, took a picture of a house 5 doors away from me, and drove off. They did not attempt to contact me. XDP's mobile application, tried on both Android and IOS does not allow you to update any information, or do - anything. I then struggled through both XDP live chat and Secretlab live chat to update my address details.

Secretlab, and I quote said "There's no guarantee that the chair can be delivered to the new location", and repeated this attestation several times over. XDP, after waiting hours to get through to them on the live chat, did update the address on their system, but could not get through to their depot. XDP don't have a customer facing phone number at all.

Parcel was not rescanned, no tracking updates whatsoever for over 48 hours, XDP were still unable to get in contact with their own depot, Secretlab were unable to get in contact with XDP. Neither had any idea where my parcel actually was. Absolute shambles.

I tried to complain to Secretlab about this terrible experience, I explained that I was their customer, not XDP's, and they needed to be sorting this out with XDP. I was told there was nothing they could do, it was my problem, not theirs and was advised that Secretlb have 'no formal complaint procedure'.

The only thing that worked, was contacting NX Logistics, who were great. I contacted them late afternoon as a last resort, they got in contact with the depot, and it was delivered the next day.

In summary, if you actually get your chair - it really is great. The experience in getting it however, could be a nightmare, so be prepared for that. The attitude and lack of helpfulness of Secretlab Customer Service does make me question how they would respond to a warranty claim etc. I hope I don't have to cross that bridge.

broke after 4 years; recline stopped working (mechanical issue). Support is slow, not helpful, redirecting, and declining to recognise the issue

UPD: They responded it's not their responsibility as their official account "Lazada" was handling the order.
Well, it is. It is their official Lazada account, promoted on the official secretlab website.
Their official channel on Lazada is dead and marked as "secretlab-old". No replies can be received there.

Very friendly and helpful people , took a little longer cause I was on holiday for 6 weeks and they kept updating me on the process and what’s going on .

10/10 would order there again

Eventually customer service came through and resolved my issue with faulty product, however one message a day outside of my timezone and also repeating questions I have already answered was annoying. The replacement was sent quickly after the claim was accepted and has resolved the issue

Great communication, fast and proper help

Chair is great, after few years some wear and tear. Ordered part to replace worn out armrest. Wrong part came after months, very possibly my fault. The customer service to get it returned is a nightmare. They want you jumping through hoops. Half dozen emails later, get the address and return label. Package it up, address on, post at my cost. A week after receiving it, they email saying they're closing my ticket. They just deny the fact it has been returned. Amateur at best.

I wanted to leave a review because my experience with Secretlab has honestly been a really positive one, especially with how they handled my order and communication throughout the process.

I placed a larger desk order that included multiple components and accessories with different availability dates. At first, I was told the order would be held until the final item was ready, which was the leg columns. Instead of just leaving it at that, I reached out through live chat a few times to see if anything could be done, and this is where Secretlab really stood out.

Every single time I used live chat, I got someone who was helpful, patient, and actually looked into my order instead of giving me a generic response. DJ, Alas, and Glenn all took the time to understand what I was asking and gave clear answers based on my specific situation.

What impressed me the most was that they were willing to work with me on splitting the shipment. Originally everything was supposed to ship together much later, but after speaking with support, they coordinated things internally so that my desk top and leg columns could be shipped out earlier. That alone made a big difference, because it showed they were actually trying to accommodate my request instead of just sticking to a rigid system.

Communication was also very clear the entire time. I was able to see exactly what was shipping, what was still pending, and when something needed to be verified with their warehouse team. When Glenn mentioned that the team needed to check and confirm stock for the remaining accessories, it didn’t feel like a brush off. It felt like a real internal check, and I was given a clear expectation for a follow up.

I also appreciated how easy it was for them to escalate things internally. It never felt like I was hitting a wall or getting stuck in a loop. Each time I reached out, progress was made, even if it was just moving things one step forward.

Turnaround time once things were confirmed has been fast as well. As soon as items were ready, I started getting tracking updates, which gave me confidence that things were moving properly behind the scenes.

On top of that, the products themselves are exactly what you would expect from Secretlab. The quality and design are clearly top tier, and it makes the whole experience feel worth it.

Overall, I’m genuinely satisfied with how everything has been handled so far. The support team has been responsive, flexible, and easy to work with, and that made a big difference for me. Credit again to DJ, Alas, and Glenn for making the process smooth and actually helping get things moving.

I needed support 2ice. 1 for a wrong order (i ordered the wrong size of chair and then corrected it getting a bigger one, they sent it in no time taking back the previous chair which i had opened!), and the second time i required a component my kid tossed away from my chair and they sent me a new one with a minimum charge in no time! Thank you!

Poor communication, no real person to deal with. They charged me for my purchase immediately even tho the product wasn't available yet. In my opinion, there shouldn't be any charges until the item is shipped. It took two months to receive my order. They say they have a 49 day trial for the chairs to decide if you want to keep or return. One of the chairs is very uncomfortable and want to return but their return policy is that the fee to return is the customer's responsibility. Also they do not refund the shipping the customer paid for to have them shipped. When you see this for such expensive items it's a big red flag. So if you don't want the hassle, buy elsewhere.

When I received my chair, I decided it wasn't comfortable to my needs, so I checked the return policy; 49 days, but you have to re-box the chair, and return shipping is not paid. With the way the packaging is designed, this is very hard to do, and not being refunded for shipping or paid for return shipping is a very bad look.

I've also faced issues with them providing chatbot responses to inquiries about very excessive wait times, restating what was already said, that the chair would be delayed.

I love your guys products and have a good selection and in thr future will be getting more accessories for my table next down the line. So keep up thr good work and I let my friends know the experience I had with you and they might order from you in the future. I know I have the best brand name out there.

Shipping was quick. The chairs are remarkable. Such a search, fantastic detail for that most people don't realize these chairs have