Secretlab Reviews 13,267

I tried to get warranty set up but they ask me to do unreasonable videos of me sitting in my chair and take a video, and work the recline lever, impossible I have had two surgeries recently one for a broken wrist and another on my shoulder, and I can not do this. I already had given you pictures and serial numbers.

i purchased 2 monitor arms and prior to doing so i asked if they would work on ultrawide monitors which i was told they would so long as they were under the weight. they did not work and couldn't do what i was told and want a refund. they instead want a step by step video of why it doesn't work and want me to sign a form stating i take full responsibility if something happens to the items in shipping and pay for it to be shipped back and refuse to refund the shipping cost on their own defective product. they pretty much say they're okay with money being wasted so long as it's not them even if their products aren't as advertised. They want to troubleshoot why it doesn't work after i told them everything is tight as it can be without breaking and i won't attempt to tighten anything further for this reason. if the joints can't be tightened further there's no fixing it or adjusting it. They told me before i bought it it doesn't matter if it's an ultrawide so long as it's under the weight limit and now they want to say it could be a number of other things involving my ultrawide in their reply to my review. They still want to push shipping onto the customer even if they lied about a products capabilities when they sold it. Unless you want to be out of money no matter what then stay away from this company. Plenty of other companies like MSI who not only have a more consumer friendly return policy but you don't have to risk reinstalling your monitor on a faulty arm to take a video as proof.

Very good product, good quality and comfortable. The customer service was perfect.

One of the items ordered was defective but secret labs were very good about it and sent a replacement. Everything else was fine , the desk is of a very high standard and was fairly easy to assemble

the assembly instructions were easy to follow

I was trying to purchase a Secretlab chair and desk for a new office setup. What should have been a simple order turned into days of failed transactions, cancelled orders, and completely ineffective customer support.

Every order attempt was cancelled as a “suspicious transaction.” I tried multiple payment methods, different devices, and placed roughly 11 attempts in total. Every single one failed and was followed by a cancellation email.

I contacted Secretlab support several times, and the experience was extremely disappointing. The only advice I received was basic troubleshooting like trying another payment method or another device, which I had already done repeatedly. Anything beyond that was pushed to an escalation team, but even that did not lead to an actual solution.

The worst part is that this clearly was not just an issue with my own payment method. After my workplace approved the order, our office admin tried placing the order directly. Her attempts were also cancelled twice for the same reason.

So despite multiple valid payment methods, multiple devices, and a second person trying to place the order, Secretlab still could not process a legitimate purchase.

Their fraud system appears to be blocking real customers, and their support team seems to have no ability or urgency to fix it. The escalation process was a dead end, and the responses did not even properly address the issue. Reassuring me that I would not be charged is not a resolution when the actual problem is that I cannot place an order.

For a premium brand selling expensive products, this was a terrible customer experience. I wanted to buy from them, my company approved the purchase, and they still could not figure out how to take the order.

Extremely frustrating, poorly handled, and not what I would expect from a brand charging premium prices.

**Update after Secretlab’s reply:**

Secretlab’s public response does not address the actual issue.

This was not simply about gift card attempts or authorization holds from my bank. The issue is that every legitimate order attempt was automatically cancelled across multiple payment methods, multiple devices, and multiple days.

After that, my workplace attempted to help and our office admin tried placing the order directly. Her orders were also cancelled twice.

So this was clearly not just a bank issue on my end. A second person, ordering from the company side, ran into the same problem.

Being told that cancelled transactions will be refunded is not a resolution. The problem is that Secretlab’s system repeatedly blocked legitimate purchase attempts, and support has still not explained why or provided a working way to complete the order.

I never got my item but they did give me a refund. And I like there products

Excellent customer service, clear instructions on what I needed to do to get a replacement part for my chair, all sorted and sent within a few hours, could t be happier with the service I received.

Amazing products, excelent quality. Not a singly ounce of regret of my purchase of the magnus pro xl desk

My chair broke and three days later I received the spare part.

They replaced parts previously at an apparently discounted cost, i say apparently as I have no real way to prove they are. This isnt negative, no business is required to offer parts out of warranty but they do.

This time around however, I was unable to replace only my chair piston, so I was offered a discount if a future purchase, or the parts I needed free of charge. Which was hugely appreciated! They arrived within a few days.

I had an issue with my seat base just one week before my 3-year warranty expired. After sending the required photos, the Secretlab team immediately arranged a completely new seat base for me.

On top of that, they even sent me new armrest covers because mine looked worn in the pictures. I didn’t even ask for that. (and they cost 35€ each if you buy new ones in the shop!)

Honestly, I have never experienced such great customer support before. Fast, helpful, and incredibly customer-friendly. Very impressive!

Already have my second Chair (Titan Evo XL), still happy with it after nearly 5 years. Good build quality.

The Backrest broke a month ago but the great customer support sent me the replacement parts i needed. Delivery was fine. Now a can happily sit again on my chair. Great Support!

I love Secretlab; the products are of very high quality, justifying the price. The after-sales service is extraordinary; the people are super friendly, and any issues are resolved incredibly quickly. I will remain a loyal customer. Thank you 🙏

I bought top-of-the-line chair a few days before Christmas last year and then they came out with a $300 off full price so I called the company within three days. I should get that same price but now they refuse to give you the same price they refuse to do anything for me and the chair is the most uncomfortable chair I’ve ever sat in.

Order details
Secretlab Titan Evo Yasuo Gaming Chair - Reclining & Heavy Duty Computer Chair with 4D Armrests - Magnetic Head Pillow & Lumbar Support - Big and Tall 395 lbs - Blue - Leatherette
Secretlab Titan Evo Yasuo Gaming Chair - Reclining & Heavy Duty Computer Chair with 4D Armrests - Magnetic Head Pillow & Lumbar Support - Big and Tall 395 lbs - Blue - LeatheretteSecretlab Titan Evo Yasuo Ga…
Sold by: Secretlab US
Return window closed on December 5, 2025
$829.00
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Order summary
Order placed October 29, 2025
Order # 111-9879801-7937022
Item(s) Subtotal:
$829.00
Shipping & Handling:
$9.00
Total before tax:
$838.00
Estimated tax to be collected:
$58.03
Grand Total:
$896.03

They contacted me wanted to fix it. I sent them the information they’re still playing games. They don’t know the order number and yet right above this addition is the order number so I don’t understand what games they’re playing.

After initially struggling with the firmness of my Secretlab Titan Evo, I eventually got the chair properly adjusted to my body and gave it time to complete a proper break-in period. For a while, it actually became very comfortable and I genuinely understood why it was highly praised by many.

However, after roughly 1-2 months of comfortable use, I suddenly began experiencing an increasingly hard and localized pressure beneath my sit-bones that had not been present before. The issue felt very different from the chair simply being "firm", it felt like concentrated hard spots developing beneath the seating area over time.

What made this experience especially frustrating was that this change occurred only about four months into my ownership of the product. Given Secretlab's marketing surrounding durability, long-term support, and engineered foam consistency, this level of degradation did not feel normal or consistent with my earlier experience using the chair.

After a week of this issue worsening, I contacted Secretlab's support. To their credit, support remained polite and responsive throughout the process. During the discussion, it was acknowledged that the pressure development I described was "not typical" long-term behavior and that the seat may no longer be distributing pressure evenly as intended. Later in the process, however, the same issue was categorized as "normal wear and tear" rather than a defect that could be remedied under warranty due to "no visible signs" of the structural failure.

At the end of the process, I was offered a replacement seat-base for an additional $175 out of pocket. Personally, I could not justify reinvesting more money into the chair when four months is enough time for the foam to degrade and considered standard aging behavior by Secretlab.

(UPDATE May 28, 2026): After further exchanges with Secretlab support, I received a replacement seat-base (provided as a one-time exception). The part has arrived, and I am moving the review to 3 stars while I begin the break-in period. I will provide a final update once the foam has settled.

High quality replacement from my previous office chair. The Titan EVO Nanogen is an extreme, yet well worth the cost upgrade. Fast shipping, intricately packed, and easy to assemble without any doubts. Awaiting better skin options/selections to protect my investment.

My chair's tilt mechanism broke after 4 years. When I contacted support, they asked for a video of the issue. After they reviewed the video, they asked me to remove some parts first to determine the extent of the damage. The chair would not come apart on the pressure fit sections. They decided to ship me everything below the seat, minus the wheels. Fantastic! When the parts arrived, I had it fixed within 15 minutes. Bravo Secret Lab!

Very expensive but you get what you pay for. The lifetime warranty also came in handy 6 years down the road. Had to wait a while for stock but overall good experience.

First-class customer service. The issue was resolved quickly and efficiently, and support was provided under warranty.