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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Allison helped me get what I needed and…
Allison helped me get what I needed and fast! No hassle no issues and wonderful follow ups!
20 April 2026
Unprompted review
Reply from Secretlab
Hi Gold, 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.
Number 1 choice to go for a gaming chair
the chair is super premium in terms of build quality, very comfortable so sit and move around. 10/10.
24 April 2026
Unprompted review
Reply from Secretlab
Hi Kenny, 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.
Great customer support experience
Great customer support experience, quick response and resolved my issues.
22 April 2026
Unprompted review
Reply from Secretlab
Hi Zak, 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.
Quick, easy, no cost
I was immediately in contact with a human support agent who quickly identified the issue and sent me a replacement part at no cost, almost 5 years after purchase.
21 April 2026
Unprompted review
Reply from Secretlab
Hi Danny, 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.
Don't order preordered items...
The build/quality of the desk is actually great, but I had purchased a desk mat, monitor mount, rgb lighting, power strips, and a cable managment set. $1500 order... and they just shipped just the desk all by itself and expected me to wait a month and a halg for everything else that was supposed to come with it because the cable management system was a "pre-order". I spoke to someone about it, they were corteous enough, and said they'll try to get everything shipped that wasn't preordered so I don't have to wait. Then I get the accessories and they didn't ship the RGB lighting... I'm just done at this point. I paid these guys $1500 for a desk and I gotta fight them to get what I paid for. Unreal.
15 April 2026
Unprompted review
Reply from Secretlab
Hi Justin, we’re sorry for the frustration this has caused. We managed to locate your ticket and understand you were last in contact with our support specialist on 16 April.
To share a little, when an order includes pre-order items, all items are typically shipped together once the pre-order stock becomes available, so everything can arrive in one complete delivery, and we seek your kind understanding on this.
Regarding the MAGRGB LED Strip, we ran a check, and the tracking link shows that it has been delivered on 25 April. Could you kindly help to confirm if you’ve received the item? If not, please kindly let our support team know, and they'll be able to help look into this further for you. We hope to hear from you soon.
Paid €1,678, received nothing, refund promise ignored
I ordered a Magnus Pro XL setup (order, €1,678) that was marked "delivered" on April 1, 2026 in Vilnius, Lithuania — but I never received anything. FedEx tracking showed the shipment was still physically in the USA. Nothing arrived at my door.
Since April 5, I've been going in circles with Secretlab's customer service (agents Fred, Mitch, Red, Danny). Each one asked for the same documents already provided to the previous one. I was asked to "check with neighbors" for a package that, according to Secretlab's own tracking, was on another continent.
On April 11, agent Danny confirmed in writing that a police report and a front door photo would be sufficient for a full refund to my original payment method. I filed the report, submitted the documents on April 17, and they were acknowledged on April 19.
On April 20, instead of processing the refund as promised, a different agent introduced a new requirement — a "Written Declaration for Refund" — and added that refunds normally only happen after the item is returned to their facility (an item I never received). The declaration form was supposed to arrive "in a separate email." Four days later, it still hasn't.
So: €1,678 paid, nothing delivered, written refund promise not honored, new paperwork invented after the fact, and the form they asked me to fill out wasn't even sent. I've now initiated a chargeback with my bank and filed a complaint with the European Consumer Centre.
Under EU consumer law, the seller bears the risk until the goods physically reach the buyer. Secretlab knows this. They're just hoping customers give up. I won't.
If you're considering a large Secretlab order: make sure your payment method supports chargebacks, because their customer service is designed to delay, not resolve.
1 April 2026
Unprompted review
Reply from Secretlab
Hi Piotr, we're sorry to hear about your situation. We ran a check and managed to locate your ticket and understand you are currently in contact with our support team regarding the whereabouts of your order. We understand how frustrating this must have been, and we truly appreciate your patience so far.
Please be assured that your ticket has been prioritised and our support specialist will be following up with you shortly.
In the meantime, we kindly ask that you avoid sending multiple emails within your ticket as this will push your ticket lower in the queue and slow down our support team's response time. Rest assured, your case is actively being handled, and you will hear from them soon.
In the meantime, please feel free to let the team know if you require further assistance. Thank you.
Titan Evo Multi Tilt problem
I had issues after 2 years with my multi tilt mechanism on my Titan Evo and they sent me replacement immediately
21 April 2026
Unprompted review
Reply from Secretlab
Hi Sándor, 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.
Their communication and logistics game…
Their communication and logistics game is spot on. I'll share the update once the chair is delivered :)
21 April 2026
Unprompted review
Reply from Secretlab
Hi Viraj, thank you for your kind words and for taking the time to leave us a review. We're glad to hear that you had a great experience with us. Your support means a lot to us, and we’ll continue to do our best to provide excellent service. We look forward to serving you again.
It was rly good ;))
21 April 2026
Unprompted review
Reply from Secretlab
Hi Tom, thank you for your kind words and for taking the time to leave us a review. We're glad to hear that you had a great experience with us. Your support means a lot to us, and we’ll continue to do our best to provide excellent service. We look forward to serving you again.
Impossible to order spare parts
I quickly got an answer from support via chat, but the answers to my inquiry about ordering a spare part were not satisfying:
- The first time, I got a very dubious answer (stating that Secretlab uses hydraulic cylinders with different diameters depending on the chairs).
- The second time, I was told that it is impossible to order spare parts or to get their references to try to find them elsewhere.
21 April 2026
Unprompted review
Reply from Secretlab
Hi Xavier, thank you for providing us with your details and we’re sorry to hear your experience. We managed to locate your ticket with our support specialist and understand you reached out on 21 Apr.
To clarify, replacement parts are generally provided through approved warranty claims, and individual chair parts are not sold separately unless they are listed on our website. This is to ensure that all parts used with our chairs are properly matched and meet our safety and quality standards.
While we understand this may not be what you were hoping for and we appreciate your kind understanding. We’ve also shared your feedback with the relevant teams for their review.
If there’s anything else our support team can assist with, please feel free to let them know and they'll be happy to help. Thank you.
Absolutely fast help provided for my…
Absolutely fast help provided for my problem
16 April 2026
Unprompted review
Reply from Secretlab
Hi Rebecca, 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.
I ordered the Magnus Pro XL desk
I ordered the Magnus Pro XL desk, it arrived quickly and in good condition. I had an issue with the control panel not working. However, the support at Secret lab was amazing. They were quick, friendly and knowledgeable, they sent out a new part with detailed instructions on how to fix. This worked a treat. I would recommend Secret lab for their top tier level of customer service. The desk is amazing as well and worth the extra time to fix.
13 April 2026
Unprompted review
Reply from Secretlab
Hi Kieran, 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
Great support experience. Recently preordered a bunch of stuff and it looked like some items were lost but support (Red and Migo) helped sort it out over the weekend.
22 April 2026
Unprompted review
Reply from Secretlab
Hi Artjoms, 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 chair
The chair? Incredible. The service? Not so much.
Keep in mind on their website it is only indicated in a very obscure section that you as a customer will NEVER CHECK that the tables might not be delivered to your doorstep if you dont live on the ground floor or the building has a lift.
Cool, no mention of the chair.
I order and firstly the courier intends to make me PAY to move the delivery to the afternoon. I make sure I tell customer service (who were magnificent about this in particular not so much later) that i rather have it delivered on the afternoon as I WORK and my partner is NOT HOME. They assure me the information has been passed to the courier. Now keep in mind I work in a very similar thing so I KNOW they didn't do anything.
The delivery guy comes and what is my surprise when he asks ME (i weight like 10 kilos more than the chair mind you) to come downstairs and carry it. Now my back arms and legs are beyond fkd and no one is giving me any kind of compensation except telling me that its getting recorded for future reference. I dont care about future references I am not going to order from here again.
I also had to get a day off because they didn't want to move a delivery that the courier wanted to MAKE ME PAY FOR btw. As if I hadn't paid 500 sodding EUROS FOR THE CHAIR.
Honestly I think the service is insane and I want to make it very clear that AT NO POINT DURING PURCHASE YOU GET INFORMED OF THIS. NOT A SINGLE MENTION. NOTHING. NADA. Honestly disgusting. Won't order again.
Ps: razer will carry your chair upstairs lift or not. Should've ordered from them again.
20 April 2026
Unprompted review
Reply from Secretlab
Hi Eddy, sorry to hear about your situation. We'd like to see how we can help so we dropped you a request for more information and we hope to hear back from you soon.
Best customer service of all time.
4 March 2026
Unprompted review
Reply from Secretlab
Hi Rob, 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.
Received the spare part correctly.
21 April 2026
Unprompted review
Reply from Secretlab
Hi Jáder, 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.
shocking customer service
I purchased a desk from this company, and while the desk itself is of good quality, my experience was ultimately very disappointing due to their customer service.
The issue started when I received a faulty desk mat. I had originally ordered it in grey as part of a bulk purchase, but i wanted the white one but was out of stock. However, the very same day, the white version was available for sale separately, which was frustrating and confusing.
When I contacted customer service to ask if they could replace the faulty mat with the white one instead, they refused. Given the high price of their products, I expected a much higher standard of customer care. Instead, I experienced shocking service and wasted a lot of time going back and forth via email, with no effort made to find a reasonable solution.
Because of this experience, I will definitely not be buying from this company again, and I would advise new customers to shop around before making a purchase.
13 April 2026
Unprompted review
Reply from Secretlab
Hi Olivier, thanks for sharing your experience with us. We're sorry to hear about what happened. We understand that your order was placed on 2 April and successfully delivered to you on 11 April.
To provide some context regarding the timeline, your order was dispatched on 7 April following the Good Friday and Easter Monday public holidays. Regarding your request for changes, we would like to clarify that order amendments cannot be made post-purchase. Because our products are large and heavy, once an order is submitted, it is automatically processed by our fulfillment team to ensure delivery accuracy.
We understand that your MAGPAD arrived with an aesthetic defect and our support team immediately offered a replacement for the item on 16 April. While we understand your request to receive a different MAGPAD design instead, we regret that replacements must be for the same product variant originally purchased — a common practice for most other companies. Following this, we worked to assist you with your request to return the entire order, though as you have since decided to proceed with a replacement for the original MAGPAD variant instead, our team is now focusing on fulfilling that request.
Kindly allow the team some time to work on this, and the replacement MAGPAD will be delivered to you as soon as possible. We hope this clarifies and we look forward to resolving your situation.
Awesome chair
Awesome chair! Love all the little details they add that make it special. Even down to the instruction card being some artwork you can have for afterwards.
I had a question about tracking my package and it was really easy to get in contact for more info and they checked in after it was delivered.
10 April 2026
Unprompted review
Reply from Secretlab
Hi James, 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.
Sarah was brilliant—she sorted me out…
Sarah was brilliant—she sorted me out with a replacement seat base quickly and without any fuss. I was expecting just a cushion and some upholstery, but what arrived was a complete base, including the recliner mechanism and everything needed to swap it out. It was a straightforward job to unbolt the old one and fit the new, and the result genuinely feels like having a brand-new chair.
I can’t fault the build quality. I work from home four days a week and have been using this chair since March 2021, so it’s had a lot of use. The material on the edge of the seat base had finally worn through, which isn’t surprising given the hours it’s seen. I just wanted to get it back to its best—and this has done exactly that.
I doubt I'll ever buy a different brand of office chair ever again.
14 April 2026
Unprompted review
Reply from Secretlab
Hi Roxy, 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.
Perfect chsir
Spoke to Alas on the online chat from Customer Service. He was very informative. Provided me with a really good customer service and resolution to enquiry with updates.
The chair ordered came very quickly- about 3 days. The delivery service sent text message and the site emails on delivery.
The chair is what I expected. High quality, very comfortable and support my back and hips especially with my disabilities.
20 April 2026
Unprompted review
Reply from Secretlab
Hi Merlinda, 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.
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