Secretlab Reviews 13,174

Great customer support experience! I reached out to support to possibly provide suggestions on a DIY fix for the backrest of my chair, knowing full well that the warranty on my chair was 10 months expired. Support on the site got back to me within minutes, asked for a video of the damage which was easy enough to provide and connected me to their warranty team. The warranty team offered to replace the backrest at no charge! so of course I went with that. The back rest arrived about a week later and my chair is now as good as new (I did have to look around for the allenkey but thats not a issue). I initially wasn't going to bother with reaching out to support but the wife pushed me to, and im glad I did. We will be looking to get her a chair in the near future 10/10

Dealing with the Reece & Helena within the service team was delightful. They had a "lets figure out what we can do" mentality, which was incredibly refreshing experience.

Thanks to them, we were able to order replacement parts for my chair and manage to extend its life.

Thank you to everyone in the SecretLab team.

Very good! Support issue was reviewed very quickly and all the steps were structured so well. Not a single pointless back and forth email. Just straight to the point. So - great product and awesome support!

Service rapide bon produit
Good service, happy customer

Very reliable and competent support. My issue was taken seriously and handled quickly. I’m really satisfied with the overall experience and can highly recommend Secretlab.

Great and speedy reply from customer service.

I've been a secretlab customer for multiple generations of chairs and for about a decade now. I stick with them because they will always do what they can to help, and they'll do it quickly, transparently and honestly (oh and I love their chairs).
Highly recommended.

Friendly, fast and truystworthy.

Great chair, wonderful support.

Decent chair but for the prices they charge the comfort is lacking, bad.

Edit: They just responded and told me basically I need to buy more of their add-ons to make it decent. Its not enough to spend $600 on a chair, but you need to get nickle and dimed after the fact to make it livable. How about you just add more than a .5 inch thick pad for the bottom of the chair?
Also what a slap in the face of long time owners when you reveal upgrades (locking wheels, footrests, etc.) and don't offer any discount/promo.

When I initially ordered several items at once, I knew in advance that two items had an extended wait time.

I contacted customer service and without hesitation they fulfilled my request of shipping my items separately, even though I had only paid one shipping fee. I was able to get my issue resolved with a real person on the phone in no time.

They continued to update me throughout the process with great communication practices. I could not recommend a single improvement over my experience because it was truly as good as I could ask. This is so rare in today’s world. They have my business for life.

Jester. He was a cool guy and was patient although initially I probably came off like a mean person. The guy needs a raise.

Special thanks to neil from custumer care for the fast response and great help for a spare part for my game chair.

The fabric on the seat part of the chair tore, so I needed a replacement for the cover or the seat. The warranty service was very fast and kind, even though this is already a discontinued product. I received a new seat.

I had the best experience with them from the beginning, I purchased a chair and I was always updated on the status of my order almost live! The shipping is fast, the product is of course impeccable.
Last week I had an issue and the assistance has been clear, fast responding, as the shipping of the new component, great service super raccomended!

Shame. I used to love Secretlab, I have 4 chairs purchased and swapped from the original DXRacer chair to this back when the company started up.

I was looking to make a big upgrade, the Magnos Pro table, the footrest, the modified new nanogen chair, various accessories and the like - a pretty significant 3000.- euro order give or take.

I was told I could save on the easter sale, but the sales only apply if you buy a bunch of items you don't need - I can't fit monitor arms in my gaming cornor, so I don't want to drop 350eur on a monitor arm, if I take that off the order, I lose all the easter discounts.

Support offered me a 100eur off my order with automated ai responses, some dude called Ralph "clicking" on buttons to reply to me, rather than give me a seconds human interaction.

"I was able to read your message, and we truly appreciate your trust and support in choosing us and our products."

"Hi Philip! Thank you so much for your patience while waiting, and I really appreciate you sharing the items you're interested in purchasing."

You get the gist.

Getting a 100eur off a 3000 eur order, with multiple discounts for 220+ eur on various smaller orders across the website, is a bit of a lowball.

So far I was promised to - get 50eur off my first order. 220ish off the easter sale. 100 eur off orders above 2000 - just to be told I can't use more than one discount code at a time.

So I have to place 6 multiple orders or what to get my discount and pay the shipping costs 6 times?

Get real guys. Do better.

Disappointing. Secretlab falsely advertised on the UK site that they included their premium memory foam armrest tops with the new Titan Evo Nanogen, but this was not true at all.

Customer support claimed that the armrest tops are not available in the UK so aren't provided (despite the pricing still being just as high as it is elsewhere). They refused to comply with their obligations under the Consumer Rights Act to provide a remedy that would make the product conform with the description (shipping the armrest tops to the UK) or to give any legitimate explanation for why they could not do so (their reasoning was that they "cannot advise" on if it was possible to ship them?).

I have gone back and forth with their customer support for nearly 4 weeks now. Having purchased both the Magnus Pro XL desk and Titan Evo Nanogen chair, I would not recommend Secretlab anymore - they have good products, but if you have any issues or get misled in any way, you'll be out of luck, and it isn't worth the headache.

To update this after the reply from Secretlab, I have continued to go back and forth with them (now for over a month) and they have continued to refuse to provide me with any legitimate reason why they can't ship the correct accessories for the product to the UK.

I’m really disappointed with my experience.

I attempted to cancel my order shortly after placing it, but was told it was “too late” as the item had already been processed for shipping. However, I had not received any dispatch confirmation or shipping email at that point, which makes this difficult to accept.

Instead, I’ve been told I now have to wait for the item to be delivered and then go through the returns process, which is inconvenient and unnecessary.

A more transparent and customer-friendly approach would be to clearly confirm when an order has actually been dispatched, and allow cancellations before that point.

Overall, this has been a frustrating experience and not the level of service I would expect.

Absolute p**s take with delivery, 7 days "out for delivery" and customer care havent got a clue? A £900 desk and no sign it of it nearly 3 weeks on from purchase.

Nevermind reading the rest of the reviews if something else is to be wrong with the order itself. Simply shocking from such an expensive "premium" company. Honestly, I wished I shopped elsewhere.

I'll never buy another product from them again and this one hasnt even arrived yet.

Edit:

Desk has subsequently arrived. I will attest to the supreme build quality, clear instructions and general engineering to the desk itself. The cable tray, magnet desk over, legs, construction are VERY impressive.

The initial delivery time is an utter joke, for this money, I expected upto 5 days MAX, not over 2 weeks of messing around and 7 days with the courier saying "out for delivery" - 7 days believing any moment. Hard to plan around.

Ensure you've assistance building/moving the desk/packages around. They are not light.

I will change my review from 1* to 4* but 5* isnt happening given the delivery delays and Im yet to get the full customer service experience, so i cant be overly sure if there was a warranty issue, how useful they'll be. I feel the review is fair.. will edit further if issues arise concerning the desk