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... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I needed some spare parts for the chair. These chairs are so good that it’s really worth keeping them well maintained. Even though I live in another country, Ram from customer service supported me thr... See more
10 to 12 years ago, I bought a Secret Lab Titan XL gaming chair. Last month, l saw that a spring tip was starting to go come out on the right side of the base cushion so I contacted the company for a... See more
After 4.5 years, the tilt mechanism of my chair gave out. I contacted Secretlab support about this issue and within an hour received a response that a new base was on its way. Anyway, 4 days later t... 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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Amazing support as always
15 May 2026
Unprompted review
Reply from Secretlab
Hi BETA, 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.
Replacement parts galore
I've had my secret lab chair for about 5 years and it's only been recently when things were starting to break or fall off. I reached out to see if I was able to purchase replacement parts, they then sent the parts for free, except for 1 which was only $11! After my 3rd request to buy the replacement part the part didn't actually fix what was broken. Not only did they ask for a video to see what was the problem they then sent me the part I did need!
Unfortunately I don't make a lot of money, but I will be saving up to buy more products just so I can support them the way they support me. Hands down best customer service, product is top notch and I can't wait to get the next thing from them.
Cath specifically was the person who worked my case and I hope they are treated at least half as well as they treated me.
12 May 2026
Unprompted review
Reply from Secretlab
Hi AJ, 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.
Happy with warranty complaint handling
The reaction for my warranty complaint was swift and satisfactory. I've received malfunctioning part(multi tilt mechanism) and replaced it without any issues. Instruction on how to do this has been clear.
30 April 2026
Unprompted review
Reply from Secretlab
Hi Maciej, 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.
Good Customer Service? Think again.
Great Customer support at first, until you realize their customer support is completely automated. Had an issue with my chair and they sent a multi-tilt mechanism and new hydraulic. Issue continues to happen and they keep suggesting to repeat the process. I have now replaced the piece 4 times and am about to be on the 5th. It makes no sense. On top of that, there is no proper contact information, and constantly getting these generic automated responses is extremely annoying. Don't get me wrong, I appreciate them constantly sending replacement parts but at what point do they realize that is not the issue. Would also help the company as a whole save money if they monitor support tickets with real staff.
14 May 2026
Unprompted review
Reply from Secretlab
Hi Kevin, thank you for taking the time to share your experience, and we’re sorry for the frustration this situation has caused. We completely understand how exhausting it must feel having to go through multiple rounds of troubleshooting and replacements while the concern continues to persist.
While occurrences like this are quite rare, we recognise that this does not make your experience any less disappointing. Our support team’s intention throughout has been to help resolve the issue as quickly as possible so you can properly enjoy your chair again, which is why replacement parts were continuously arranged based on the symptoms observed from the videos shared.
We also understand your concerns regarding the repeated solutions and how our support specialist's responses may have come across as automated. Please know that your ticket is being actively reviewed by our support team, and your feedback regarding the overall support experience has been shared internally as well.
We appreciate your kind patience and cooperation thus far, and rest assured our support team wishes to have this this resolved for you. We hope this helps.
Great support for an item that was…
Great support for an item that was delivered damaged. I received a replacement no questions asked shipped to me quickly
8 May 2026
Unprompted review
Reply from Secretlab
Hi Amelia, 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.
Premium product and price
Very pleased so far with my Magnus Evo XL Desk. Excellent build quality and instructions. Looks very smart. Smart cable-hiding accessories. High price tag but I tell myself it's an investment in my future productivity and health.
13 May 2026
Unprompted review
Reply from Secretlab
Hi Ed, 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.
Customer service support for a damage…
Customer service support for a damage part was exceptional, timely and exactly how aftercare should be for an investment product.
13 April 2026
Unprompted review
Reply from Secretlab
Hi James, 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.
Ordering experience was wonderful
Ordering experience was wonderful. Received timely updates to let me know where everything was at any given time. Once the chair was received, assembly was straightforward and pretty simple. The chair is of amazing quality and you can tell it was made with care. I highly recommend this chair to anyone wanting a chair that will last.
13 May 2026
Unprompted review
Reply from Secretlab
Hi Jonathan, 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.
Order and the next day it was ships out…
Order and the next day it was ships out good help with ordering everthing i needed
12 May 2026
Unprompted review
Reply from Secretlab
Hi guntharo, 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.
Secretlab has consistently made a positive impression
Secretlab has consistently made a positive impression on our company with its fast and helpful technical support.
The chairs and legrests are excellent for long meetings.
13 May 2026
Unprompted review
Reply from Secretlab
Hi bn, 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.
The agents I spoke to were awesome and…
The agents I spoke to were awesome and completely understanding with the issue I had. The response time was one of the best I've ever dealt with. I would definitely suggest your company to anyone
11 May 2026
Unprompted review
Reply from Secretlab
Hi Frank, 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.
Great customer support
8 May 2026
Unprompted review
Reply from Secretlab
Hi Steve, 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.
I order a replacement armrest
I order a replacement armrest, but order the incorrect one, despite following all of their website instructions. Anyway its taken over 25 emails to get it sorted. The first 10 were them asking for photos and I had to follow their form filling procedures, the next 10 were how to return (at my cost) and the next 5 were waiting for a discount code to by the right product. So basically I've paid $25 in shipping for a $25 dollar product and I'm now paying $17 for the replacement and another $12 shipping. Its insane. I don't know where in the world their customer services are based, but its honestly the worst I've ever experienced, not withstanding that this company is marketing its self as a highly branded customer service focused business.
Update -
Its now 29 emails to your "customer" services team. You claim that I ordered the wrong product and therefore its all my fault. I have just emailed the order confirmation email and a photo of the correct product on your website. They are the same. So I'm now actually up to 29 emails because you guys are arguing a $25 armrest replacement. What happens when there is a problem with an $800 chair - do you just argue that you guys are right all the time and the customer is stuck with no options. Seriously do you know how much time I've wasted and your support team have wasted for $25 by justifying your position? If you replaced without charging me all the shipping charges then we wouldn't be having this issue and I'm 75km from your Auckland warehouse!!
13 May 2026
Unprompted review
Reply from Secretlab
Hi Julian, thank you for providing us with your information and we’re sorry to hear how frustrating this experience has been. We ran a check and understand that our support specialist has last dropped you a reply on 13 May.
Looking into your case, we'd hope to share that before checkout, the product selected is shown several times, in the cart and during the checkout flow so customers can do a final review before placing their order. An order confirmation email with the purchased item details is also automatically sent before the order is shipped, allowing another chance to double check that the correct replacement part was selected.
That said, we completely understand your disappointment with the return shipping costs and the time taken to resolve this. We truly appreciate your patience throughout the process, and your feedback about the overall support experience has been shared with the relevant team for review.
Should you require further assistance, please feel free to let our support specialist know and they will be more than happy to help.
Best gaming chair out there
Best gaming chair out there, best customer service period.
Hat off to secretlab team everytime you guys outdo yourself.
Keep it going !!!
9 May 2026
Unprompted review
Reply from Secretlab
Hi Jose, 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.
Best support
I had a part in my 5 year old chair die on me, i contacted support and must say i have never had a better online support help than what i got here.
1 May 2026
Unprompted review
Reply from Secretlab
Hi Henrik, 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.
Top Tier
Secret Lab products and service have always been top tier. Clearly there's a book on how to empasize quality on all fronts, and they might have wrote it.
I purchased a chair from them years ago and it's still just as functional as the day I got it, I will never need another chair. Though I wish the skins they offer were a little more affordable, I would totally get another one if I could justify the price.
This time around I got their Magnus XL desk, and the built in cord managment tray is a dream. Adding the PC mount and ethernet extender was a sinch. I will be very eager to purchase a mountable taptop dock or something if they ever come out with something of that nature. I run a work laptop and a leisure PC and would love a way to hide the laptop a bit better.
1 May 2026
Unprompted review
Reply from Secretlab
Hi Joel, 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.
Out of warranty, yet SecretLab fixed it
I contacted SecretLab support with a problem of my own making. Despite this and with the chair out of warranty, SecretLab sent me a new, replacement seat unit to fix the problem. They did this free of charge.
This was outstand service, above and beyond expectations. Thank you very much.
20 April 2026
Unprompted review
Reply from Secretlab
Hi D, 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.
update on my review
ok, I have to update from a 5 star to a 3 star.
Initially, I had a good customer service experience but when it's time to do a return they make it extremely complicated, they ask for a bunch of photos, the response times are horrible and I haven't gotten a response from Danny in about 4 days plus he wasn't very helpful at all.
The product is good, but don't know if I can recommend them. I can only imagine warranty claims would be just as bad or worse so for that I removed two stars. I've had uplift desk and a great customer service experience with them, I think I'll go back there in the future.
10 May 2026
Unprompted review
Reply from Secretlab
Hi Joseph, 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.
Excellent customer service
I had an issue with a chair I ordered. The support team answered the support ticket within 1 day and had a replacement part shipped very quickly. I'm extremely happy with the support provided by Secretlab, and with the quality of their products.
5 May 2026
Unprompted review
Reply from Secretlab
Hi Paul, 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.
fast responses
fast responses
good communication
fast delivery time
all in all outstanding support
11 May 2026
Unprompted review
Reply from Secretlab
Hi Enne, 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.
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