Secretlab Reviews 13,267

Good product and amazing customer service!

I’m a long time fan of SecretLab (with 3 chairs and 2 desks in the house) and the quality of their products is amazing.

But they also back this up with great support - things can break or develop faults, but my experience with their customer service team has been fantastic.
They got back to me on the day I reported the issue, recommended a replacement part for the fix, and sent it out the day after. Within a few days of reporting the issue it was resolved.

Throughout the process they kept regular communication and made sure I was happy with everything - needless to say that I was

They helped me fast and support was really nice :)

Still chasing a refund since early April

***Please take notice***

They are impossible to deal with for refunds etc. Avoid emails. Refuse to contact you. Takes several chaser emails to get one response

Its like dealing with a dodgy seller on ebay. I've tried them on various social media platforms also but they just ignore you

I got the new parts i needed. It took a bit of time but i understand that the items needed to be made. No complaints. As normal great company!

Five years. That’s how long my Secretlab lasted before it was ready for the trash.

The chair itself is great when it’s new. Comfortable, looks premium, I genuinely enjoyed it. But “premium” should mean it actually holds up, and this thing did not. I already needed a replacement part during the warranty period. Now the tilt mechanism has lost a screw that can’t go back in, the chair makes weird noises every time I sit down, and the whole thing collapsed once. I haven’t even used it that heavily. It’s now in the bin.

And the response from Secretlab? They offered me a €70 discount on a new chair, €70 off a brand new chair to replace the one that died after five years of light use. That’s the “goodwill gesture.”

I’m genuinely disappointed. You cannot sell something at this price point, brand it as a quality investment, and then shrug when it falls apart half a decade later. That’s not a quality chair, that’s a chair with a good marketing team.

Would not buy again. Would not recommend.

Ordered item on 6 April. Secretlab kept sending it to a warehouse in Coventry as it final destination. It sent me a photo of my parcel on a warehouse floor as "proof of delivery." When I pointed out that I did not live in a warehouse in Coventry it asked for a police report, CCTV coverage and videos of my property. This went on for weeks until I wasn't prepared to wait any longer and asked for a refund. They agreed to refund me on 5 May. Their main problem seems to be their comms. system where everything is managed by computer AI, and no queries are answered on specific points. You can only take so much "thank you for reaching out to us" "thank you for your feedback" and "have a great day" when all you want is to know what happened to the package you paid £300 for. Their incompetence and awful communication was beyond anything I have ever experienced.

They shipped the completely wrong product which made it impossible to build! Highly recommended don’t buy from them.

Don't expect your chair to last more than the basic warranty length.

I can no longer say I trust this company. In fact, it seems this company is much more gamer-candy marketing machine than a legit seating company.

I had a chair for about 5 years. At the 4.5 year point, the entire left side arm started to fall apart, the screws sliding out of the mechanism. The foam of the armrest is also not of great quality and just starts to disintegrate maybe after 3-4 years.
Yes, I did not make a claim at the time. Customer service offered to sell me a replacement arm at 100CAD.

My chair was no longer under warranty but when you pay about 600CAD for a chair, why wouldn't it last more than 5 years?

This seems like a company that cuts corners where it counts in order to look and feel decent in other areas, just to get you past your warranty mark.

Got the correct table top first time but one of the holes where one of the 4 legs gets inserted into was bent inward making it impossible to continue building. They were kind enough to send me a new tabletop BUT it was the badly manufactured and didnt work also.... now we are on our third table top and I am being forced to rebuild it for the 3rd time. This is horrible and bad on their part.

Missing order, was sent back to the sender from the tracking number, they acknowledge the fact that it was sent back to them, but too much headache just to print a new shipping label on a box and reship it. It says black on white on the tracking sent back to sender, they know it was sent back to them but once again cant send back a box lol. Otherwise the desk is nice

the most incompetent and frustrating bunch of people to work with. (maria, reese, heather, nami, christoper). tossing me around to multiple agents, asking stupid questions, and zero willingness to help or genuinely investigate customer issues and address user concerns. I still have yet to have my issue resolved. completely clueless and useless support staff. I hope the entire team is seriously re-evaluated, reviewed for their performance, and are cut from this line of work. they can not handle simple returns or exchanges or provide the user with simple parts

edit as response to reply: the connector add on is made available separately and can be added to your cart, but the c clamp is not available for purchase separately. so why doesn’t your policy apply to the connector add-on? it is just as susceptible to modification as any of your other products. I was the one who requested a refund as an alternative by the way. no one even suggested that to me as a solution. at first, someone even claimed you guys can not do simple exchanges? ridiculous. and all of this is because of your weird contradictory warranty policy on the c clamp. you forgot to mention the part where your support staff closed the support ticket in the middle of asking for photos of my existing arm to begin the refund process even though I had already stated several times I have the connector add on version of the arm and that I had already provided photos as well as an order number (and mind you this had been back and forth emails for over a week with no resolution). you had all the pieces yet you couldn’t make a simple return. so thanks for showcasing again to me how secretlabs can not provide simple parts or resolve simple customer issues with your edited response on a site where we can’t properly discuss. change your damn policy. just give the customer what they need. that’s what a proper support staff does. they care about their customers instead of this be kind and understanding ai generated ahh corporate responses. dumbass warranty policy makes no sense - what the consumer does to a product after purchasing your product is what should void warranty. having a policy in place out of fear of modification to a product you refuse to give to a customer in the first place is asinine. make the c clamp available to verified customers who request it if you’re going to be cowards and not have it available for purchase separately on your site. or at least finish your support tickets properly instead of cutting it cold because you are also frustrated with your incompetence. you want to stick to your silly policy when your policy is cowardly self protecting garbage. I promise you the majority of customers will be using your c clamp as a c clamp. you didn’t invent those. go kindly review yourself

Support was fast to pick up my issue. Helpful, polite, caring and efficient is what come to mind. Super fast shipping as well! Always a delight to do business with the support team.

My experience with Secretlab support was frustrating, mainly due to how my case was handled by Helena.

From the start, responses were slow and inconsistent. I had to send multiple follow ups just to get a reply, and each time it felt like she appeared briefly and then disappeared again like a solar eclipse, leaving me in the dark about what was happening with my return.

The replies I did receive felt like generic templates rather than actual help. Even after sending all requested information, including attachments and forms, I still did not get clear guidance on the next steps.

In contrast, the live chat support was actually helpful and responsive, which made the difference in service very noticeable.

And the Chair is not worth 500 euros, I feel liek I am setting on wood bench, its so rough. And impossible to dissamble and ship back, Buy a cheaper chair that will last you one year, and dnt buy this expensive woodbench that will last you 5 years.

Overall, the lack of timely responses and meaningful support made the process unnecessarily frustrating.

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 was going to be shipped to me. Got it today and I get to enjoy my chair for years to come :)

Support how it should be. Quick and qualified response. The spare part arrived in a couple of days. Everything perfect.

Chair was delivered clearly returned by previous owner. One of the screw holes is misaligned so I have only 3 instead of 4 holding one of the pieces together. After 2 months, one of the arms broke off and customer service quickly replaced this no problem. 2 years later, there is a loud creak any time anyone sits down or leans back and customer support has repeatedly asked the same questions already explained in the original ticket. They agreed to replace a part and said they would check availability and update me. After checking on this 3 days later, I got an email saying they were waiting for a response they never asked for.

After having bought a Titan Evo a few years ago (which, aside from some minor delivery issues at that time, everything went smooth), I recently ran into a problem with a broken (part) of a seat base.
I wasn’t even sure if this was something that could be replaced or anything.

I submitted a support ticket and received a quick response from customer service. After exchanging a few emails (including photos and a video to show the issue) they resolved it faster than I expected.

To my surprise, I was informed that a replacement part was being sent. Just a few days later, I received a new seat base, and my chair is now fully functional again. The entire process, from support to delivery, took less than a week.

In short:

Quick customer service response time
Replacement part provided without hassle
Smooth and fast delivery

I was helped via email because of a lost package in a great way. All I can say is great customer support!

5-Star Review – Secretlab Titan Evo XL Pikachu
I bought the Secretlab Titan Evo XL in Pikachu edition and I’m genuinely impressed.
The XL size is huge — exactly what I needed. I’m a bigger guy and this chair fits me perfectly with tons of room to spare. The build quality is superb; it feels extremely solid and premium, with excellent materials and attention to detail. The comfort is outstanding too — I can easily sit for long hours without any discomfort or back pain.
What really blew me away was the customer service. After I placed my order, I changed my mind about the model. Instead of making it difficult, the Secretlab team went above and beyond to help me switch my order. They were fast, friendly, understanding, and made the whole process completely stress-free. Their service was genuinely exceptional.
From the fun Pikachu design to the comfort, rock-solid build quality, and top-tier customer service — believe the hype. Secretlab really does deliver.
I highly recommend this chair (and this company) to anyone looking for a premium gaming/office chair.