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
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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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£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.
26 March 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.
Worst customer service
Worst customer service as can't cancel order placed less than 24hrs ago and asking for return postage. Will never purchase from this company and will not recommend to anyone, save your time and look for other company as they charge heaps without any help
5 April 2026
Unprompted review
Reply from Secretlab
Hi Anchit, sorry to hear about your situation. We'd like to better understand what happened to see how we can help so we dropped you a request for more details, hope to hear back from you soon.
Horrible delivery schedule and super…
Horrible delivery schedule and super bad Customer Support.
The stated delivery time of 3–5 days is not accurate. Secretlab gave me the wrong delivery date four times. After the third time, I contacted customer support and requested either compensation or a cancellation. They told me that if the package was not delivered by the next announced delivery date, they would escalate the case and consider compensation for the inconvenience.
The package was not delivered again. I contacted support once more, and they promised me exactly the same thing again: if it was not delivered by the next date, they would escalate the case. So it is always the same excuse. But no Action!!!
4 April 2026
Unprompted review
Reply from Secretlab
Hi Pascal, sorry to hear about your situation with our delivery partner. We ran a quick check on your order and noted that it is currently scheduled to be delivered very soon.
We'd like to clarify that delivery timing estimates are typically provided by our delivery partners. While most of our orders are successfully delivered within the timeframe mentioned on our website, unforeseen circumstances such as traffic congestion or bad weather can cause waiting times to be longer than usual. In your case, we noted that the recent Good Friday and Easter holidays have likely impacted the delivery of your order.
That said, we understand the importance of delivery timing accuracy by our delivery partners and we'll be sharing your situation with them. Your situation seems to be a rather unique one as most delivery timings provided by our partners are accurate, and we'll be looking into this further with the assigned courier.
In the meantime, please be assured that our support team can assist further should there be any further delays. We hope this clarifies.
Really comfy chair
Really comfy chair, looks swish.
Secret Labs replaced damage parts of my chair even though those parts weren't covered by the warranty.
26 March 2026
Unprompted review
Reply from Secretlab
Hi Tim, 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.
Thanks for the good customer support
Thanks for the good customer support, i've had some faulty components and they sent me everything i needed under warranty, no complications at all.
2 April 2026
Unprompted review
Reply from Secretlab
Hi there, 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.
Highly recommended company
Very good company, very impressed with both the quality of the chair I ordered and the high level of customer service.
Highly recomend this company! After going through multiple gaming chairs from other manufacturers this one has lasted me the longest! When I had an issue last week their customer service was on point and resolved my issue within a few hours on a Sunday.
Thank you to Sean, ok the customer service front and SecretLab for the excellent chair that is still lasting me.
29 March 2026
Unprompted review
Reply from Secretlab
Hi Neil, 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 service
great service, overwhelming quality, but poor choice regarding parcel services.
9 March 2026
Unprompted review
Reply from Secretlab
Hi Haris, we really appreciate your kind words and thoughtful feedback. We're glad to hear that you had a great experience with us. Your insights are invaluable as we continuously strive to enhance our products and services. Thank you for your support—we look forward to serving you again.
Buyers beware
The reason for a 2 star review -
Basically, the company is operating in an unethical manner by disallowing new product reviews and simultaneously keeping a high star review at the forefront of the product page to mislead customers. Not to mention, some of their products have a return policy which only benefits the company by only accepting unopened orders at the shipping expense of the customer. Opened products are not eligible for return despite defects (the policy states otherwise, but customer reviews clearly outline the reality that is a different return policy implementation).
Sadly, they also only offer extended product warranties, which may or may not be honored based on the strict return policies, if you advertise for them on your personal social media page(s). The 5 year warranty should not be dependent on free advertisement from customers.
While I am satisfied with one of the two products purchased, I cannot overstate the concerns I have regarding the company's ethics, and will not be a return customer nor advertise positively on the company's behalf.
**Editing this review after Secret Labs reply:
Rather than resolving the issue (disabled new product reviews on the company website) Secret Labs replied advising:
- I contact customer support to resolve any issues instead of leaving product feedback as they were unable to find a ticket related to my issue.
- Products have a standard 3 year warranty and customers are not required to advertise on the company's behalf [for a 3 year warranty].
The issue continues to be unresolved, and the company suggests that their customer service be used instead of enabling new product reviews [as of today 4/6/26, new product reviews are still disabled]. Unfortunately, this process keeps any negative feedback isolated to company awareness only instead of offering transparency to future customers via product reviews, allowing for the company to continue to control the narrative about their products and policies.
As a point of clarity - this review will be amended once new product reviews are enabled and remain enabled. Otherwise, this review will remain up for awareness as intended.
31 March 2026
Unprompted review
Reply from Secretlab
Hi Tim, thank you for sharing your experience with us and we're sorry to hear about this. While we were able to locate your orders with us, we couldn't find any existing tickets with our support team regarding these specific concerns. We always encourage our customers to reach out to us directly so that our team can address and resolve any issues effectively.
We'd like to clarify that we welcome both positive and negative feedback on our products. Product reviews on our website are sorted by recency by default, not by rating, and customers are free to filter or sort reviews by specific star ratings should they wish to do so.
Regarding our policies, please note that our return and product warranty policies are two separate entities that do not affect one another; you can find the full outlines for both here: secretlab.co/pages/warranty-terms
Lastly, all our chairs come with a default 3-year warranty coverage that is automatically provided to all customers, even if they prefer not to submit an application for a warranty extension.
We're glad to hear that you're otherwise enjoying our products. If you have further questions on our returns or warranty policies, please reach out to our support team at secretlab.co/contact and the team will be happy to assist you further.
We hope this helps.
It’s rare to see this level of support — highly recommended
I had an issue with my Secretlab chair, but what really stood out was their customer support.
The team responded quickly, communicated clearly, and handled everything in a professional and friendly way.
They made the whole process easy and stress-free, and the issue was resolved faster than expected.
It’s rare to see this level of support — highly recommended!
1 April 2026
Unprompted review
Reply from Secretlab
Hi Kooy, 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 Daniel, 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.
Helena and cullen were extremely…
Helena and cullen were extremely helpful even when my warranty had expired they resolved my issue instead of pushing me away that is a true definition of customer service
27 March 2026
Unprompted review
Reply from Secretlab
Hi Chris, 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.
Great support
Great support. Identified my issue and dispatched replacement parts that were covered by the warranty. Very easy process and super helpful staff
26 March 2026
Unprompted review
Reply from Secretlab
Hi Nick, 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.
Customer Service
5.30pm - Logged a support ticket for an issue with the tilt mechanism
6.30pm - Had a reply; they'll be sending me a whole new chair base; mechanism, piston, wheelbase, the whole works
7.30pm - Mailed 'em back to confirm delivery address
8.30pm - Had a reply; parts will be despatched in next day or two.
Issue resolved. In 3 hours. Out of hours. On a chuffin' SUNDAY!! Parts have arrived, fitted and working perfectly. Awesome :)
31 March 2026
Unprompted review
Reply from Secretlab
Hi J, 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.
Awful customer service ended in cancelling the order
I wanted to make an adjustment to the delivery address, and was told it wasnt possible. Secretlab refused to contact the courier to adjust the delivery address when I asked them to. They instead gave me the shipping details for the item from the couriers page. I had to then contact the courier myself, and was told by them that they wouldn't make adjustments unless Secretlab contacted them. I provided them the information Secretlab gave me, but the answer was the same.
I contacted Secretlab again, and was told: "you can always return it to us once it arrives."
How can I return an item that isn't being delivered to my address?
I contacted them a third time, and just cancelled the order because what else was I supposed to do? Absolutely ridiculous customer service for a change that should be so simple.
1 April 2026
Unprompted review
Reply from Secretlab
Hi there, thank you for your feedback, and we’re sorry for the frustration and confusion caused.
We understand how important it is to have your delivery details corrected. Regretfully, once an order has been processed and handed over for shipment, our support team is unable to amend the delivery address within our system. This is to prevent errors, misdeliveries, or parcels being redirected incorrectly while in transit.
Nevertheless, we regret that your experience with us fell short. Your feedback has been shared with the relevant teams so we can improve how we handle and communicate similar situations moving forward to our customers.
If you require further assistance, do feel free to let our support specialist know and they will do their best to help.
Reply from Secretlab
Hi Afroditi, 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.
I would strongly advise others to think…
I would strongly advise others to think twice before ordering from this company.
I ordered a chair worth over £500, and the delivery experience has been an absolute nightmare. There were multiple failed delivery attempts, despite clear instructions being provided regarding my building reception. The courier simply ignored them every time.
31 March 2026
Unprompted review
Reply from Secretlab
Hi Valentyn, sorry to hear about your delivery experience. We ran a quick check and we understand that you are currently in contact with our support team for assistance with the delivery of your order.
We understand that you have not yet received your order despite several attempts by our courier and support team to follow up. While we are currently unsure what happened, we'll be raising this with the relevant departments for further investigations with the assigned courier.
We never intended for any of our customers to encounter such an experience and we intend to close this gap with the responsible courier. We truly hope to serve you better in the future.
In the meantime, we understand that the team is working on the cancellation of your order. Please be assured that you will be updated once the amount has been successfully refunded back to you.
We hope this clarifies, and if you have any other questions, please do not hesitate to let our support team know.
This review is for the CS agent "Red"
The main reason I give "5" star to this review is because of their customer service agent called "Red". I live in Dubai and I really wanted to have the Magnus Pro desk however they don't ship to the UAE. So I've decided to ship the item to the intermediary shipping company which ships to the UAE.
I was almost scammed by them, they provided a terrible service. My item was at their warehouse and I was terrified to ship it to the UAE. I had total of "124" emails with Secret Lab, especially with Red to coordinate my "return" back to the Secret Lab warehouse.
It was not easy, terrible experience by the outsource shipping company. But Red has been an amazing support. He cared about my status and we managed to get the items back to SecretLab.
The whole thing took 3 months. He was with me all along and today is the day my refund was processed.
Big kudos to him, hope he gets a promotion and becomes a team leader for his team to influence such customer experience.
31 March 2026
Unprompted review
Reply from Secretlab
Hi Doruk, 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.
Fantastic customer service!
My Secretlab chair is three years old (already lasted longer than any office chair I've had before) and when the seat base and armrest covers needed replacing, their team sorted it without any hassle. Syke and Sean were brilliant throughout: friendly, proactive, and genuinely helpful rather than just going through the motions. Replacement parts shipped under warranty, they kept me in the loop the whole way through, and every reply was quick and friendly. Can't fault them. Would absolutely buy from Secretlab again.
3 March 2026
Unprompted review
Reply from Secretlab
Hi Christopher, 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.
Absolutely FLOORED
I waited a couple of weeks to make this review, just to truly let it all sink in. I can finally say, without any sort of restraint, what Secret Labs has created with the Magnus Pro XL and even more so all of the magnetic accessories you can add to it is absolutely nothing less than incredible. I love my set up so much now! The desk is HUGE, sturdy and incredible to work and game at. The monitor riser is innovative and amazingly simple to set up, plus, it looks incredibly sleek. The magnetic led strip is bright, vibey and easy to position and set. The PC mount is durable, intimidating looking and relatively easy to set up. And the cable management kit is incredibly useful, innovative and easy to use as well. Secret Labs just didn’t miss with this entire ecosystem. It’s been a very long time since I have been this absolutely floored by a product and I highly recommend you give it all a shot!
30 March 2026
Unprompted review
Reply from Secretlab
Hi Chris, 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.
Excellent customer service
Excellent customer service, very helpful and fast.
25 March 2026
Unprompted review
Reply from Secretlab
Hi Kristian, 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.
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