Easy to assemble good quality. I think biggest thumbs up for packaging in my experience I never seened such a careful packaging of each part and each item. I can easy recommend this table for gamers a... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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... See more
Company replied
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 ra... See more
Company replied
Company details
Written by the company
Combining science and design, Secretlab is a company specialising in US Ergonomics-certified task chairs and accessories. We dedicate ourselves to bringing modern ergonomics to life. Check out what the experts & research journals say about us: secretlab.co/pages/ergonomics
Contact info
United States
- support@secretlab.co
- secretlab.co
4.0
Great
13K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
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It’s my second time purchasing
It’s my second time purchasing, and I can say the quality is the same as ever, easy setup, best customer service and also very comfortable. Would recommend
April 9, 2026
Unprompted review
Reply from Secretlab
Hi Akkoz, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Great support experience
Super responsive, efficient and professional, thank you
March 27, 2026
Unprompted review
Reply from Secretlab
Hi Thomas, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.
Good product, worse shipping
At first I didn’t see that the mousepad I ordered extra was on preorder, okay that wasn’t that bad just took longer. Forward to a week before normal expected time of sending the package I got a mail from their inventory that it would be week later all good and well but when I ask their support the delivery date they still said the original time, until two days or so before the delivery date they also got the memo it would be the week later. Well the package was delivered the original date 🎉. The packaged arrived… the box was full of scratches and part of the box even had holes luckily I didn’t see any damaged parts and the table works. Luckily the service was quick, they were helpful and nice people
April 8, 2026
Unprompted review
Reply from Secretlab
Hi Dante, thank you for sharing your experience. We’re glad that our support team could assist you and that you found value in our service. Your feedback is greatly appreciated, and we’ll take it into account as we refine our processes to serve you even better. If there’s anything else we can do, please don’t hesitate to reach out to our team at secretlab.co/contact, we’re always here to help.
Bad Customer Support
The products I’ve ordered (over 2k worth of stuff) is pretty good. The customer service support, however, has been terrible. Some of the worst support in their chat function I’ve received from any company. I had to reach out to their support for updates on my order multiple times (over 4 times). Really poor on their part and the service in the chat from most of their employees was poor.
April 8, 2026
Unprompted review
Reply from Secretlab
Hi Eric, sorry to hear about your experience. We understand from our support team that your order has been successfully refunded back to you on 3 April and a notification on this was sent to you on the same day.
From your ticket, we noted that your preorder item required more time than expected to be shipped out from our end. While we are currently unsure about what happened, we'll be looking into this with the relevant departments to determine how these logistical service gaps can be closed on our end.
While we understand and respect your decision to cancel the order, we'd like to assure you that we'll be working to ensure that this does not happen again for any of our customers, and we hope to serve you better in the future.
We hope this helps, and if you need any further assistance with your order, do let our support team know.
I ordered my husbands birthday present…
I ordered my husbands birthday present from them. A new gaming chair. I ordered March 24 paid for express delivery. It was supply to be delivered March 27. It is now 13 days later with no chair. FedEx lost it. Which is not the company’s fault. However they are refusing to help fix the situation. They took my money with no chair. They are not helping and have no customer service phone number. Worst experience ever!!!!!!!
March 24, 2026
Unprompted review
Reply from Secretlab
Hi Jessica, sorry to hear about your situation. While your order was promptly shipped out from our end on 25 March, we understand that you have not yet received it and our team is currently checking with the assigned courier to locate your parcel.
While lost-in-transit cases are relatively rare for us, we seek your kind understanding that they do happen from time to time and our support team is equipped to assist in such situations.
That said, as with most companies, investigations with the assigned courier are usually first opened before any replacement is shipped out. This is so as to avoid situations whereby a replacement is sent out at the same time that the original parcel is found and also delivered to the customer, thereby further complicating the situation.
Please be assured that our teams are working to speed up this process as much as possible — we, too, wish for you to receive and enjoy the new chair — and will be dropping you an update as soon as we can.
We hope this clarifies and we seek your kind patience in the meantime.
Secretlabs Customer Service
I personally like the secretlab's customer service as they are quick to respond. However, it is a shame that there is no on the phone calling service contact number for the customer service.
April 8, 2026
Unprompted review
Reply from Secretlab
Hi Nicholas, thank you for sharing your experience. We’re glad that our support team could assist you and that you found value in our service. Your feedback is greatly appreciated, and we’ll take it into account as we refine our processes to serve you even better. If there’s anything else we can do, please don’t hesitate to reach out to our team at secretlab.co/contact, we’re always here to help.
Great product difficult return
I purchased a titan evo xl, and later a magnus xl. Products were excellent i cant praise the quality, ease of assembly enough. I am extremely pleased with my chair and desk.
When I purchased the desk I also purchased 2 risers, intending to use them both and have the risers span the length of the desk. After installing one riser, i realized how much room it took away from the depth of the usabel area and decided against using the second riser. I contacted customer service to return the brand new unused unopened riser. The process was like nothing I have eve experienced. Contracts signed via docusign (or something like that) then I got an rma label, put a copy inside, best I could since I didnt want to open the package, and attached on to the outside along with a shipping label, took it to be shipped and paid the shipping anf sent it back. With all the markings, I then needed to email the tracking number? It has an rma number, why the tracking number? I didnt realize the tracking number part, and failed to send it. About a week later I realized I hadn't heard r d anything, so I sent an email asking about it. I was told they didnt receive the tracking number from me. I then sent the tracking number email. The following day i was told it had been delivered, which i already knew from tracking myself, that it had been delivered 4 days earlier. So now it needed to be inspected. A couple of days later, I emailed as to the status, and was told they needed to finsh the inspection and 10-14 days later i would have a refund.
Excellent product, insanely complicated and difficult return process.
March 6, 2026
Unprompted review
Reply from Secretlab
Hi Steven, thanks for sharing your experience with us. We're glad to hear that you are enjoying your new setup. That said, we're sorry to hear that your return experience had been lengthier than expected.
As our warehouse handles a high volume of shipments, we typically require a tracking number to fast-track the process. Since we only received the tracking details on 31 March, we're glad to see that the team was able to get the inspection done quickly and the refund issued by 6 April.
Separately, while we typically process refunds within a few business days, individual banks can sometimes take a little longer to reflect the balance.
Still, we're glad to hear that your situation has been resolved, and if you have any other questions, do let our support team know and they will be able to assist you further.
Chair is not well made compared to a…
Chair is not well made compared to a conventional office chairs and costs more
It lacks a lot of basic adjustments I get as standard in any office (you can only lock the back at a set angle and has no tension adjustment to move with you)
Warrenty is minimal and can only be extend by posting a picture on social media
The handle to tilt the seat back is a bit viscous and not safe for children (have never had that in a chair)
Ok secret labs have put a generic “we’re sorry to hear this and would like more info tag under this “ yet have not specified what extra info they want and how to give it to them.
Unless they change the design then really how basic functionality of an average office chair is still missing
Ok so after being unable to find an email contact on their website but they have AI bots and a bit of faffing with that and human emailed me. The official responses from secret labs is
“We appreciate your feedback and have shared this with the relevant team for their consideration in their future planning.”
Really just get a Herman miller or a real office chair for any office chair company. Herman miler have 12 year Warrenty, 90 days returns and it’s not flat pack and humans talk to you.
Secret labs have 3 yr Warrenty (5 if you post a picture on sock media) and it’s flat pack and customer service is robots
April 8, 2026
Unprompted review
Reply from Secretlab
Hi Kevin, sorry to hear about your situation. To clarify, a request for more information was sent via Trustpilot in response to your Trustpilot review. These requests are usually sent so that the dedicated team can look into your case to assist further, and we appreciate your kind efforts in sharing your information so that we could locate your case.
We understand that your chair was recently delivered to you on 6 April. For all chair purchases, an email notification with the warranty extension instructions will be sent a few working days after delivery. Once the warranty extension request has been submitted, kindly allow the dedicated team some time to check on your submission. Rest assured that any success or rejection email will be sent to your email address.
Separately, we understand that you are facing difficulties adjusting your chair. You may refer to our Features Usage Video for this: secretlab.co/pages/resources
If you still need further assistance with the adjustments in your chair, do let our support team know and they will be happy to help ensure that you're getting the maximum usage out of your chair.
We hope this helps and we look forward to assisting you further.
Global set up from SecretLab
Got a global set from secret lab: magnus pro, titan evo, seat recliner and feet support during the two last years.
The quality of the products is enjoyable, and they are all well made.
Some will argue it’s quite expensive, but I got a recent matter with the seat recliner and the staff answered in hours to my matter.
Received the new piece today, and my problem was solved.
No other issue with the other products. The magnus pro is splendid and usefull, the XL chair fits well for me as I’m a tall one.
So I’d say it’s worth every penny.
Enjoy.
April 8, 2026
Unprompted review
Reply from Secretlab
Hi Jab, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
The customer service was amazing
The customer service was amazing. They helped me with my issue, and fixed it quick.
April 2, 2026
Unprompted review
Reply from Secretlab
Hi Malin, we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.
The Delivery was excellent and fast.
The Delivery was excellent and fast.
When you need help the Support is there for you.
The chair is very well made, the packaging was better than expected. Everything is packaged separately and assembly tools are included. the construction was very easy. The chair is very comfortable and can be easily adjusted.
April 7, 2026
Unprompted review
Reply from Secretlab
Hi Michael, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Reply from Secretlab
Hi Dimitris, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Great products and top-notch customer care
Great products, carefully designed with the gamer’s experience as a priority. The materials feel premium, and the post-purchase customer care is genuinely excellent.
March 23, 2026
Unprompted review
Reply from Secretlab
Hi Vojtech, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Excellent Customer Service
Mark from the customer care team was fantastic. I had an issue with my chair's armrests, and he escalated my case quickly and efficiently. The outcome exceeded my expectations; they replaced the parts for free. 10/10 experience!
March 22, 2026
Unprompted review
Reply from Secretlab
Hi E E, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.
Reply from Secretlab
Hi Steve, we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.
I ordered several products
I ordered several products, including a Magnus desk. All of the products were great, were packed well, and our high-quality. I had a great experience with the Support team, they made sure I received my products in a timely manner.
March 27, 2026
Unprompted review
Reply from Secretlab
Hi Brad, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Fantastic customer service and great product
My 2020 model Secretlab Titan chair finally had a fault after 6 years going strong. Knowing that my chair was out of warranty I reached out to the customer support hoping for some advice on if the broken part was in any way repairable.
I was surprised to receive a response to my query within less than an hour presenting me with the options of replacement parts or a small discount on a new chair.
I'm happy to order a brand new secretlab chair knowing full well that it is high quality and built to last. And if I do have any issues then I can rely on the excellent customer service to get it sorted out.
March 26, 2026
Unprompted review
Reply from Secretlab
Hi David, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Reply from Secretlab
Hi Justin, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that it met your expectations. We take great pride in offering quality products, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.
Not perfect, but close
After over a year, I decided to write a review to give myself time to reflect and to ensure my opinion on the chair was substantive.
I rate the chair itself an 8/10. Two points for one plastic side, the one just below the magnetic cap, cracked where the screws attach, but I somehow managed to fix it without reporting it. Second point for the fact that, paying for such an expensive, high-end product, I would have expected rubber wheels in the standard version, not as an additional charge. Instead, I received a great chair with wheels like those on an IKEA chair. So, for Christmas, I got rubber wheels, but not the ones from the current range, but an older model with low-profile bearings that have a lot of play. POOR!
April 5, 2026
Unprompted review
Reply from Secretlab
Hi Grzegorz, we’re glad to hear that you’re enjoying your new setup. Your feedback means a great deal to us, and we truly appreciate your suggestions. Every detail matters as we continue to innovate and refine our products to meet your expectations. Thank you for being a valued customer—we look forward to serving you again.
£458 taken, no chair delivered – birthday ruined
Absolutely unacceptable experience with Secretlab.
I paid £449 for a chair plus £9 shipping (£458 total), and I have received nothing.
This order was a gift, and because of this situation, it will not arrive in time. The birthday is now effectively ruined due to their complete lack of action.
The courier (XDP) CONFIRMED the parcel was LOST on 26/03/2026. This was provided to Secretlab in writing. Despite this, they continue to delay by hiding behind “ongoing investigations” instead of taking responsibility.
There is nothing to investigate. The parcel is lost.
Any competent company would have immediately dispatched a replacement and dealt with the courier separately. Instead, Secretlab has chosen to stall, sending repetitive, scripted responses with no actual resolution.
Weeks later, I still have no chair, no replacement, and no refund.
I have done everything required as a customer, yet I am the one dealing with the consequences of their failure.
If you are considering buying from Secretlab, be aware: everything is fine until something goes wrong — then you are left chasing with no real support or urgency.
Extremely disappointing service and a completely avoidable situation handled very poorly.
March 26, 2026
Unprompted review
Reply from Secretlab
Hi Vittoria, thank you for sharing your experience with us. We're sorry to hear about what happened. We understand that delivery was attempted for your order on 26 March, but failed due to complications with the gate at your location.
Usually, our couriers will automatically attempt another delivery within a few working days, but we understand that this did not happen for you and our support team is currently checking with the dedicated fulfilment team to better understand what happened.
Your situation seems to be a rather unique one as we understand that an email confirming the lost status of your parcel was sent to you by the courier, while your tracking page is not updated of this new status. As a result, we seek your kind understanding our teams will need to verify this directly with the courier before any replacement orders can be made.
Due to the Good Friday and Easter holidays, our teams may need more time verifying the information with the regional courier and your kind patience on this will be much appreciated.
Please be assured that we, too, wish to resolve your situation as soon as possible and will be following up on your case as closely as we can. Any updates will be shared with you via email.
We hope this clarifies and we look forward to assisting you further via email.
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