Chairs good, Aftersales stops me thinking of using them again.
Chairs are very good, and delivered on time, and to spec. Customer service, however, is appalling.
On making a warranty claim, I was told that I would not be able to make a second warranty claim should I have one.
I was also mis-sold an incorrect replacement part, which I purchased outside of the warranty period, under the advice of the chat assistant (if you talk to the chat bot then make screenshots for proof of context, trust me you may need it). They refused to accept responsibility for the error.
Every experience with the customer support is met with a request to jump through hoops to barricade assistance. They will ask you for video evidence after you have provided a photo. They will also ask for screenshots of conversations you have had with the company.
I will not use this company again.
EDIT: I was mistaken about the additional charge. This was not the case. It was an offer of a refund for the incorrect part and a discount on the replacement. I have removed the line that stated it was at an extra cost.
2nd edit: my response to your conclusion below.
I have spotted the email you mention, which has requested advice on how to remedy the issue. While appreciated, I do not need a fix any longer. I have since made a replacement purchase.
The link your advisor gave does indeed have a link on the page to identify the model of the chair. However, when your pop up chat offered help, I stated I was looking to see exactly where to buy a replacement part. I gave a model serial number as well as the information given from your company with the previous replacement. I would expect a representative to be knowledgeable on the subject or state that it is outside of their expertise. Since your representative did not give any warning regarding additional checks, I made a purchase on trust.
I stand by my original statement that your chairs are of a very high standard. Without a doubt one the strongest I have owned. I feel that your aftersales lets you down. A customer should not not have to resort a damning review to get an honest resolution.
Date of experience: 01 May 2023
Reply from Secretlab
Hi Syldon, thank you for providing us with your information. We were able to locate your ticket and saw that our support specialist last dropped you a reply on 4 May to follow up with the situation.
Looking into your case, we checked that the link provided by our support specialist via chat on 25 April is actually the correct one and the replacement part you require is automatically highlighted once the page is fully loaded. Also advised in the link shared with you, our customers are encouraged to check and identify the accurate armrest model based on the chair model before the purchase, so as to prevent any misunderstandings from occurring.
That said, we're always aiming to provide our customers with even better experiences and have provided your feedback with the relevant teams to see how we can prevent such misunderstandings from happening in the future.
In the meantime, we'd appreciate it if you could drop our support team a reply should you wish to proceed with the proposed option and they will be able to make the necessary arrangements as soon as they can. We hope this clarifies.