Secretlab Reviews

I bought a titan evo a few months ago, got it on time and in good condition.
Even though I'm not that handy, assembly was pretty easy thanks to the videos they have and the instructions that come with the product.
Other than the quality of the product itself I must say that I'm pretty impressed with the customer service as I recently had to contact them, since I needed a replacement for the right recline cover.
Customer service was cordial and professional.
I had the first chat with them on Sunday 15th and the replacement was shipped on Tuesday 17th.

Date of experience: September 15, 2024

I bought a Secret Lab product for the first time and my choice fell on the Magnus Pro gaming desk. It was the best purchase I could make. First of all for the elegance of my total White setup and then because, despite the fact that I have connected many devices to my Mac (right now on the desk there are connected: Mac Studio; monitor speakers; monitors; Lightning cable; 2 strips less) you don't see a single cable wandering around the desk ... neither above nor below!!!!! The only cable you'll see is the one that connects your desk to your home's power outlet.
Also, not least, because of an Italian courier that is nothing short of deplorable... I received all the necessary and quick support to ensure that the package that had not been delivered to me arrived again quickly.
In short... amazing Secret Lab experience!!

Dario

Date of experience: September 18, 2024

Shipping from different country to mine was super fast with all necessary information so I did accurately know where is my chair and when it will arrive.
After 6 months I experienced an issue when a cover part for the chair was broken. I did report this case. Communication and resolve of this case was super fast, easy and exceeded my expectations. Now with all this positive experiences I am planning to buy an electric table from Secretlab. I believe that I will be more than happy 😁

Date of experience: September 13, 2024

Recently ordered a Titan Evo Jinx edition chair for my wife. The chair was delivered quickly in 3 days. During the waiting there was a slight problem with the shipment information which was promptly addressed by the polite and kind support personnel. This was the second chair I ordered, the first was for myself a few years ago, which I'm still using.

Date of experience: September 17, 2024

Customer Service, from the instant message chat on the website to the individuals I spoke with through the emails, was nothing short of amazing. I told them what my problem they walked me through the process and asked for pictures of the issue and set me up with a replacement of what i needed. Thank you so much for being awesome...

Date of experience: August 24, 2024

I recently bought the Secretlab Titan Evo Dark Knight edition chair, and it’s been an amazing addition to my gaming setup! The chair's ergonomic design and high-quality materials really live up to the hype and are perfect for long gaming sessions. I was a bit unsure at first, but after reading an article on the VirtualCodes Blog titled ‘How The Secretlab Chair Can Improve Your Gaming Experience,’ I made my decision. The blog explained how the chair's ergonomic design, lumbar support, and quality materials could enhance my comfort.

The adjustable lumbar support and magnetic memory foam pillow are my favorite features, and the Cold-Cure foam makes long gaming sessions much more comfortable. Overall, the chair is durable and customizable. If you're a serious gamer or spend a lot of time at your desk, this chair is definitely worth the investment!

Date of experience: September 12, 2024

I sent in the requested information, and never had another response, until I received an automated e-mail that said my issue was being closed. Nothing was solved and I was never helped. I have all the e-mails and pictures I sent, and no response. Terrible service.

Date of experience: September 03, 2024

Amazing after sale support, it was easy, every person involved was sweet, helpful, I received the replacement part in < 1 week, lot of tracking on their part making sure everything is going great. 10/10

Date of experience: August 01, 2024

Just overall great customer service. I didn't expect that the process of claiming warranty this easy. I got the new parts within days of the claim.

Date of experience: September 19, 2024

Overall the chairs made by this company are sturdy and comfy. I've had mine for over a year, and something happened which made my tilting mechanism break. I contacted secret labs and was transferred to their warranty department. The people I spoke to there, were super willing to help and just needed some information first like a video showcasing how the chair was broken. After a video was sent they mentioned they would send a replacement piece, but wanted to make sure of any other pieces they needed to send so they sent me instructions on how to take apart the chair to see if anything else was broken or seized. Unfortunately the entire lower half of my chair was pretty stuck together which is honestly what you want in a chair like this, so I let them know and they sent an entire bottom half replacement.

This was by far the easiest customer service experience I've had, especially for a warranty.

Date of experience: September 14, 2024

I’ve been thoroughly impressed with Secretlab’s products and customer support. The quality of their chairs is unmatched, offering both comfort and durability that exceeded my expectations. Their customer support team was incredibly helpful and responsive throughout the entire process, ensuring a smooth experience from purchase to delivery. I highly recommend Secretlab to anyone in need of a premium chair. They truly live up to the hype!

Date of experience: September 17, 2024

I ordered the Titan Evo chair which I am absolutely loving but when I received it one of the arms had trouble adjusting in height. I reached out to support who was super polite and fast working and they sent out a replacement part which arrived in just a week! They were super transparent through the entire process and I couldn’t recommend SecretLabs more!

Date of experience: September 09, 2024

Any issues I've ever had with my chair, just a quick email to the support team and everything would be fixed in matters of days. I've really enjoyed my experience and It is quite comfortable for long days of work and play. Highly recommend!!!

Date of experience: September 15, 2024

Your customer support is horrible. First your customer care specialist failed miserably to read even the case, which included even screenshots for a more detailed explanation. Then your chat support agent straight up lied to me. I requested a cancellation and refund. And guess what 2 days later I find out that nothing has been done whatsoever. Do you call this customer support??????? You get better customer support from Temu.

Date of experience: September 13, 2024

Customer service is good the chair are overpriced. But amazing. I think I rushed myself buying the chair when I saw somewhere that there is a same chair for less same gaming chair that they are using on a league or gaming thing. I got the desk and chair both are Lamborghini Edition. The only concern I have is the Power plug and cable they couldve been better like flat on the wall and more secure on the bottom left the plug thingy. But I am just a user using the gaming desk for my workspace. I am no expert but I am concerned since i am around with children and playing around my computer area since it is elegant. I also hope they offer a dual arm heavy duty.

Date of experience: September 13, 2024

Support I received was very helpful, with frequent updates throughout the process. Item was slightly damaged during initial delivery and after supplying evidence, replacement part was shipped out promptly.

Date of experience: September 18, 2024

Had a horrible experience with cancellations.

I did two orders, and cancelled those rightaway. Even after numerous support calls and confirmation that the order has been cancelled, they sent the products to my house. Best part, their delivery partner dropped off the products at my conceirge, and these guys don't care to have it picked up.

Worst part, they don't have a call center I can call up and talk to. That's the basic I'm gonna be expecting when paying $1000 for a table!

Date of experience: September 05, 2024

Support en warranty are very good,the Right Recline Cover Titan Evo was in a box packaged send

Date of experience: September 17, 2024

Placed an order, wanted to cancel. Item was still in Europe and not shipped, I’m in UK. Asked for it to be cancelled as is my consumer right. Next day received overseas response asking if I wanted to cancel (yes). The next day the item was delivered to my house. The delivery of the order I requested to cancel was expedited. The 2nd response after the 1st redundant one was them explaining now the returns process and the fees I’m going to have to pay now it’s delivered (£100). The worst customer service, disgraceful conduct for a chair that is definitely not worth the price tag. Avoid.

Date of experience: March 31, 2024

I placed an order for an additional monitor arm last week. While placing the order, my browser autofill did a mistake and put in the wrong street address. Within minutes of placing the order, I contacted their live chat support to make sure they corrected the shipping address. They ended up shipping this piece out with the wrong address. Despite following up with them almost daily, this still hasn't been corrected. Their carrier partner keeps taking the package out for delivery and bringing it back to their dist. center due to address error. Today is the 5th day this package is put on a truck to be delivered only to be returned due to the wrong address.

Their customer service is absolutely terrible. All they do is give copy-paste generic answers to you without addressing the actual issue you are having. To one of my follow-ups they responded with a copy-paste text insinuating I am anxious about receiving my "chair" (I ordered a monitor arm not a chair) and they are working with their carrier partners to ensure it is delivered promptly... Very reassuring!?

From what I can tell they are out-sourcing their customer support to somewhere in South-East Asia and don't actually have customer support in North America.

Overall, their products are good if you are lucky enough to receive them without any issues or damages. Otherwise you are screwed over by their horrible customer service...

Date of experience: September 17, 2024