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
Company replied
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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 100% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
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.
Update (2 Jun): Hi Joseph, we're sorry to hear about your update. We dropped you a request for more details to see how we can assist you further. Hope to hear back from you soon.
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.
Amazing Service!
Incredibly friendly service from support members that know their product and listings.
They helped me find old inventory of a sku that was no longer listed on the website that should not have any continued support from 2020.
They got me a custom purchase order for it, and shipped it out very quickly.
I can keep using the chair I bought 6 years ago comfortably and reliably!
A big thank you to Heather, Lou, Vince, and Cassie!
27 April 2026
Unprompted review
Reply from Secretlab
Hi Kevin, 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.
Had my issue resolved hence a new…
Had my issue resolved hence a new review with helpful and friendly support staff.
10 May 2026
Unprompted review
Reply from Secretlab
Hi Thomas, 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 experience
Arrived in a timely manner, I had a preorder but the timing was as expected, 4-7 days aftee it was sent as per norm. I had a cover broken and had to contact support but i had no issues to recieve the replacement piece and it was easy to follow instructions to speak to customer care.
The chair is comfy and really customizable, I would urge people to try them at cons if they can but I am very happy with my purchase. Had leg and back pains that lessened.
24 April 2026
Unprompted review
Reply from Secretlab
Hi there, 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.
Issue with tilt mechanism after 4.5 years
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 the new base arrived and the chair is good as new.
I can't think of a better example of customer friendliness and good service.
11 May 2026
Unprompted review
Reply from Secretlab
Hi RdB, 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.
Extremely bad customer service and zero support
I had a nightmare of experience trying to order from them as EU registered company. I've contacted their customer support multiple times for all kinds of different problems. The payment that I was trying to do was getting denied on their website with simple error message saying "Please try again or contact our support" but the support had absolutely no idea what is going on, what or why the error was there and how to resolve it. They even told me in straight text that I can pay via bank transfer instead to make it easier and when I asked how can I do that, they said "oh, we don't support payments through bank transfers".
I finally managed to make a payment and get an order just to get issued an invoice with wrong information. Another set of multiple interactions with their support, getting denied simple corrections to the invoice. At the end I had to accept that the garbage of a note that they sent instead of an invoice won't be useful to my accountants and simply asked if I can file a complaint for the whole experience. "We don't have enough information to answer this question but if you want you can leave feedback through this chat". I did but I'm never using their services again as I can't imagine anything that could have happened to make this worse.
4 May 2026
Unprompted review
Reply from Secretlab
Hi Svemi, sorry to hear about your experience. We sent you a request to obtain more information and we hope to hear back from you.
Easy to assemble good quality
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 adjusting the right hight for a table makes massive difference in comfort.
9 May 2026
Unprompted review
Reply from Secretlab
Hi there, 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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