8,361 total
I have had numerous arm failures on the chair, both on left and right side. The arm rests split open directly along the manufacturing seam after minor amounts of use. Usually splits within two months and needs a replacement afterwards. They act sorry, but there are reviews showing this has been occurring since 2019/2020 so they have not resolved a known manufacturing issue in their main product for years
Date of experience: July 27, 2024
I purchased Magnus Pro XL, Dual Monitor Arms, Desk Shelf Riser, PC Mount, XL Cable Management, Premium Foot Rest, Titan Evo Chair with Roller Blade wheels.
Everything has been very high quality, and the experience of opening any of secret lab products is unmatched.
Can’t wait to see if Secret Lab comes out with more accessories down the line.
Date of experience: July 07, 2024
The support is basically useless. I have tried to cancel an order 3 times, the first one was literally minutes after placing it. Every time the operators are saying the same thing, like they can’t find my request centralized somewhere. I am still receiving emails that the chair will be delivered, I guess they’re doing it to collect rerouting fees.
Date of experience: July 25, 2024
Reply from Secretlab
Hi Bogdan, we're sorry to hear about this. We have sent you a request to obtain more information on your situation and we hope to hear back from you soon.
The support is competent and always available! My multi-tilt mechanism was broken and they sent me a replacement and provided me with a guide to proceed with the replacement. Their products are amazing and the build quality stands out.
Date of experience: July 22, 2024
Customer service was excellent. My issue was addressed immediately in spite of it being the weekend. Tech support said the hydraulic gas piston is rarely defective but it does happen. The replacement part was put in the mail and arrived before the end of the week. Thank you.
Date of experience: July 13, 2024
I've had my Titan Evo 2022 since October 2022 and it has been fantastic, easily one of the best gaming chairs I've owned. The only down side is it's heavy but you know that it is because it is well built. Last week the chair made a bang and the tilt mechanism stopped working properly. Used the chat on their website and I can honestly say the customer service has been amazing. They helped diagnose the problem, sent out replacement parts and kept me up to date on how everything was going. I received my spare parts a few days later and the chair is perfect again. If you want a comfortable, well built chair with first class customer service Secretlab is the go to. Would highly recommend.
Date of experience: July 24, 2024
Gerald was wonderful in getting our chair fixed as soon as possible. These chairs are outstanding and good warranty if anything goes wrong.
Date of experience: July 22, 2024
Not only did my chair ship FAST, but when I realized it was going to my old residential address, they put in the reroute request immediately and my chair was diverted to the right address! Support checked in regularly while we were waiting to see if the request went through, letting me know that my issue wasn’t forgotten. My chair arrived safely to the right address and support was so wonderful in communication the whole time!
Date of experience: July 13, 2024
I ordered the TITAN EVO 2022 in the black Leatherette and was very exited to receive it.
I've received the chair today, opened the box and saw it was a soft-weave fabric one, I am very disappointed that such a luxury brand made this mistake.
Now I have to wait for the customer support to answer and for the delivery of the correct chair after returning this one.
Date of experience: July 24, 2024
Reply from Secretlab
Hi Arjen, we're sorry to hear that you received the wrong chair. We managed to locate your ticket with our support specialist and noted that you're currently in contact with them as of 25 July.
We never intended to cause such inconvenience to our customers and we have have informed the relevant departments of your case so that they are able to work with our courier partners to ensure a smoother experience for our customers in the future.
We appreciate your patience and understanding on this matter while our support specialist updates with you with the next steps. In the meantime, please let us the team know if there is anything else they can do to assist you.
Very fast Delivery insane friendly Support and already enjoying Secret Lab after 1 week of oder Insane <3 Bought Chair and fully equiped Table
Date of experience: July 25, 2024
The chair is amazing and very comfortable,and the assistence after buying is also perfect,im going to buy one for my office also very soon.
thanks for your service and keep working like that.
Nuno Elbling
Date of experience: January 05, 2024
Ordered chairs for work and they worked with us in completing all required paperwork and then when chairs came in we had one out of 18 that button broke. We submitted help ticket and within a day they had us taken care of by shipping new armrest out. Excellent customer support and even better product. Would recommend to anyone.
Date of experience: June 10, 2024
Excellent service. The chair I bought was damaged on delivery. Secretlab’s support was able to easily walk me through finding the correct part number that needed to be replaced and once they had the information quickly despatched a replacement part. All the support members I spoke to were very friendly and very patiently answered all my questions.
Date of experience: July 16, 2024
I had a problem with the discount for the first order and they resolved it quickly and with great professionalism. My order is on its way now. Looking forward to enjoying the best chair on the market. And when I get the money, go for the desk!!!
Date of experience: July 25, 2024
The chairs are a bit expensive but they are worth it. We were definitely a bit hesitant considering the price, but they were so comfortable, we bought a second for the other computer desk.
Even better was the warranty process. I had a cover on the chair that I noticed was a little loose. This wasn't a piece that I had to assemble, so I never really messed with it before. I reached out to Secret Labs warranty service and received a prompt response. After sending them some images of the cover, I had a part in the mail the next day. No hesitation, no questions, just service! Finally, a company that stands behind their products and doesn't give you the run around when there's an issue.
Date of experience: July 20, 2024
Rep Did not honored the 5 years warranty even with proof of me publishing on social media a month after getting the chair from them. Form and all of the requirement was provided at the time. Not sure what could happen on your end but I did make sure all of the requirements for the "extended warranty" was provided. Also the cost of the part it's almost a third of the value of a new chair. Secretlab should just put their word behind the warranty and not play games with a customer with an expensive chair that is not on part with the quality.
Date of experience: July 07, 2024
Reply from Secretlab
Hi Chaz, thank you for providing us with your information, and we're sorry to hear about your experience.
Looking into your case, our support specialist has thoroughly checked our system and regretfully was unable to find any record of the 5-year warranty form submission. While we appreciate your social media post from a month after receiving the chair, the warranty activation requires the completion of the form on our website.
Nevertheless, we understand this situation may be frustrating. Hence our support specialist has offered the replacement part at a subsidized price, even though your chair is currently out of its warranty period. We hope this helps and should you wish to take up the offer, the team will make the necessary arrangements to have the parts shipped to you. Thank you.
Best customer service and Best warranty support on the chairs !
Cant believe after 4 years I still get free replacements for my chair , great customer support who is very fast and efficient!
Date of experience: July 25, 2024
Wonderful hassle-free experience.
A cover for the reclining mechanism of my chair broke. Today, not even a week later, I have installed my new cover. There was no trying to make it difficult to warranty claim the repair. Quick support and great product.
Date of experience: July 17, 2024
Chat only took a min or two to engage a live agent. She was very quick to clarify limits and how to do certain things. I had two questions, one for size limit for computer mount and the other was ordering variations of the arm (second part really ended up just being finishing adding the desk then add the arm after.)
Fantastic experience all the way through, just waiting for the product to arrive now.
Date of experience: July 17, 2024
I bought the chair almost three years ago and in that time, I developed back problems from this chair. It is way too firm and as a shorter woman, the size is an issue. Customer service was hopeless and tried to send me replacement parts (despite me declining) but the whole design is the issue. I'd have preferred a refund and to return the chair but that doesn't seem to be an option.
Basically, don't fall for the scam!
Edit: in response to your reply Secretlab, I bought the chair specifically for my height and size. I followed all of the instructions set out by your website at the time and you failed to deliver. No one has replied to me from Secretlab with anything useful, forcing parts on me that won't work, and I am having to take physiotherapy for the back pain, which occurs after 10 minutes of sitting in the chair.
The lumbar support doesn't match my back at all and the neck rest pillow doesn't even fit to my neck - it's lowest setting is over my head! And you don't have a smaller chair than that.
Date of experience: July 23, 2024
Reply from Secretlab
Hi Bhavan, thank you for sharing your experience and we're sorry to hear that you were unable to find comfort with your chair. We managed to locate your ticket with our support team and noted you are currently in contact with them as of 13 July.
With that said, we hope to share that The TITAN EVO chair has been designed with ergonomics in mind to provide optimal support and comfort. The chair’s cold-cure foam has been designed to be firm yet supportive, engineered to provide consistent support over long periods of use based on extensive research highlighting their long-term benefits for back health. Prolonged sitting can also cause pressure buildup in your joints, and firmer foam helps distribute this pressure more evenly across your body.
Additionally, firmer foam offers superior support for your back compared to softer alternatives. While softer chairs may feel more comfortable initially, they often lack the necessary support, leading to increased strain on your back muscles over time.
Nevertheless, we understand that comfort is subjective and personal preferences vary. Hence, we have different sizes of our chairs to accommodate various body types, however, we regret that the size you selected did not meet your needs. For future purchases, we would recommend checking our size guide and the full specifications of our chairs to ensure the best fit.
While our return policy does not offer refunds for chairs that have been used for an extended period, we value your feedback and will use it to improve our products. If there's anything else we can do to help or if you require further assistance, please feel free to let the team know and they will do their best to assist.
