Secretlab Reviews 13,276

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.

I had a warranty issue with one of my chair armrests and secret labs took care of it in no time! Excellent customer service and quick turn around! I love my desk and chair and they definitely deliver on quality and customer care! 10/10 recommend to anyone looking for a great product!

First and foremost - the Titan EVO is excellent. It's the most comfortable chair I've ever sat on for long periods of time. But the 5/5 experience came from the customer support. I accidentally broke one of the side panels while transporting the chair on the 2022/2023 model. I contacted SecretLab and their customer support (shoutout to RAM and Clous) sent me a replacement part in a matter of two or three e-mail exchanges.

This company has won me as a future and loyal customer.

The help I received was fantastic!

I love the desk and how it’s made out of metal. The quality is very nice. Had an issue where one of the boxes was lost. Reached out to secret labs. They reached out to the shipping company. After a few days they determined it was close to being lost and were going to send me a the missing items that were ordered. They kept in contact the whole time and were very friendly.

I am going to be completely honest. First I was gesitant cause the price is a lot. Then I was saving for a few months and I still wanted it so I did finally gave in and bought it. In my head I was hoping it was actually good. Pleasantly surprised, the first box came it weighted do much I thought it was everything in the box.i was wrong just the desk top and all the items and tools I needed to build the desk. Second box was also so heavy and it only had the Legs in it. I am missing to get my third box where all the accessories come (they take for ever on that one but as fast ad I got the otehr Items I am not upset) so far its ben the best desk I could of ever purchased. I have had like 10 desk so fsr none compare. Its a big splurge but trust me its worth it and I bet most of the payment is going on Delivery fees cause its a heavy desk. Well build and super easy to set up. Love it. I also love the Joker mat its really great quality. I took me a few months to get it but I am happy I saved for it.

Nami the customer service agent was very helpful and helping me solve my issues with my chair! Very great customer service

There service here is outstanding in my opinion. I had a problem with one of the table legs of my Secret lab Magnus so I wrote the support. Next day I got a new message, about what I should try first to see what's making the problem. After that, we confirmed it was the leg and they instantly said they would send me a new one. The whole thing was just in one week and without trouble solved! Great Costumer service, thanks again Tin!!

Amazing company selling amazing quality products. If you need their support, they are quick and effective.

I had to get a new leg for my desk because one of the screw on it was eaten and couldn't come off. I didn't have to over explain myself or anything, they just sent a new one which I received within 1-2 week.

Highly recommend.

I purchased a chair around 5 years ago and i have very much enjoyed it (as much as you can a chair anyway!). All was going well until the last couple of weeks when i noticed a sag on the back. I raised a ticket with Secretlab and during that process, i noticed that my warranty had actually expired just over a month prior to me noticing the issue. I was open with Secretlab around this and they didnt blink - they just got on and solved the issue in a prompt and professional way. It took 3 working days to complete the diagnosis and to get me the appropriate replacement part. Service like this is what breeds customer loyalty!

Bought a TITAN Evo - Regular - SoftWeave Plus Fabric chair which is amazing. However, the delivery/service is appalling.

I have also bought an additional armrest and chair recliner but have still yet to receive the products.

I was notified of a delay for the armrest which is understandable but nothing about the chair recliner. Recently checked their website to see if the recliner was also delayed but it doesn't seem so.

Submitted a form with SecretLab to get an ETA on my remaining two products. Product was ordered 2 months ago and I was expecting the chair and recliner but only received the chair.

I placed an order with Secretlab for £1,457 and was given a UK delivery window of 1–3 days. That delivery promise has proven to be completely meaningless. I am still waiting for any meaningful update, never mind the actual delivery.

For a company charging premium prices, this level of service is unacceptable. Secretlab markets itself extremely well, especially across social media, but the customer experience after purchase tells a very different story. Once they have your money, the communication appears to fall apart.

This is not a minor purchase. It is a substantial order, and customers should not be left chasing basic delivery information after being given a delivery window that clearly has not been met. If my order does not arrive today, I will be commencing a chargeback through my card provider.

Secretlab should be excelling at customer service, particularly as a relatively small and specialist company selling premium products. Instead, delivery problems and poor communication are creating the kind of 1-star reviews that do not disappear. These reviews stay online because they reflect real customer experiences.

The company needs to stop cutting corners with logistics. If they cannot reliably manage UK delivery themselves, they should use a proven logistics partner such as Amazon rather than allowing customers to sit in the dark after spending over a thousand pounds.

You can pay influencers, push Instagram content, and build hype around the products, but none of that hides the underlying issue: the post-purchase experience is not good enough. A premium brand is not just built on product photography and marketing. It is built on delivery, communication, and trust.

Right now, Secretlab has failed on all three.

best warranty experience(s) ive ever had, hands down. product is amazing and any issues ive had were out of the companies control and i was still taken care of.

Bought 2 Magnus XL pro desks with accessories

Did not receive the legs for one desk.

Contacted customer service so far we are at 15 emails no resolution.

I have sent the pictures from ups not showing the second box that contains the legs even though they said it was delivered.

I have sent a 1 min video showing ups driver making the delivery and me bringing the product inside.

They ask the same questions over and over again. The one desk I do have seems good.

But they don’t seem to care about there customers I don’t know what to do next cause I have a desk with no legs. I wish someone cared in the company I wanted to buy 4 more for my office.

Secretlab use the worst delivery company. Sent one man to try to carry a 34.8kg box which is against HSE guidelines.
The company walked the box into my porch (without authority so civil trespass as it was closed) and created a dent in my wall which now needs repairing. They left the porch door wide open while I was out leaving my home insecure.

Secretlab have refused responsibility so I have to go to small claims court.

Edit. To stop my claim, they offered me £20.

So let's see what they feel is ok:

1) Per T&C's you have to be in for delivery and you need to sign. The courier faked my signature whilst I was out. This is OK per Secretlab.

2) Secretlab have a duty of care to deliver the package carefully and responsibly. They sent one person trying to carry a 34.8kg large box containing a chair. This is against HSE's guidelines of 25kg. This is OK per Secretlab.

3) There were no implied rights to enter my property, the delivery driver entered my porch without asking which is trespass. This is OK per Secretlab

4) The delivery company tried to walk the box along the drive as they could not lift it into my porch and dropped it into the wall causing damage. This is OK per Secretlab

5) The delivery driver left my porch door wide open with the box on show from the front of my house for hours until I arrived home. This is OK per Secretlab

Edit 2: I've sent CCTV of the one man trying unsuccessfully to lift the box and scraping the heavy box along my drive, I've sent photo's of the hole in my wall, the porch left wide open with the box on show and the door unable to close due to the size of it, you yourselves sent me evidence of the fraudulent signature.
So for full clarity for everyone else reading this, you still refuse to help unless I send CCTV from INSIDE my house which is a very odd request.