Secretlab is an online company. Based on 60 reviews on TrustPlane, it has an average rating of 4.1 out of 5 stars. Last reviewed February 27, 2026.
Quick response time and was easily able to assist me with questions, I wasn’t aware the preorder would hold up the rest of the order but they sent it out the next day after I emailed them about it and I really appreciate the compassion and care for their customers!
Warranty question answer in a day and shipped in two. Excellent service
LivresPlusOutilsFrançaisAnglaisMy chair is of good quality except the right arm support which for some strange reason is damaged so that the rest of my chair seems new. I wanted to pay to have a replacement part sent back to me but the shipping costs the same price as the pieces... I don't mind paying for the pieces again but we can clearly see that the breakage was due to a manufacturing problem. I used the other support in the same way and so there is not a scratch.
I bought the Titan Evo and im so glad I did. Boy what comfort. The chair is solid and so supportive/adjustable. I use it for work/ gaming and feel no discomfort at all no matter how long I sit on it.Due to a technical hitch with the delivery I was offered a discount code for any accessory, so I chose the techno gel cloud swap arm rests. Comfort and cooling is perfect.Happy Customer Paul.
Received a Magnus Evo desk that was damaged in shipping by the shipper. I reached out to see if the warranty would be honoured which it was. Momo, my agent, was extremely helpful by asking for pictures of the damaged desk, and box, so it is important that you keep everything so that they understand what happened in shipping.Two weeks later my replacement part of the desk was arrived with zero damage and packed perfectly.I was very impressed with the timeline of resolution that Secret Lab achieved to have this issue corrected.
I needed support for a small broken part of my Magnus XL desk and they helped me out with a brand new part no questions asked, shipped to my door completely free.
I needed to buy a replacement part for my long serving chair and the support team were exceptionally helpful.
Have had the TitanEVO with softweave fabric for a week now. Still smells strongly of chemicals that sink deep into my skin and clothes. Paid 600 bucks for a bath of chinesium petrochemicals. Have wiped and vacuumed and aired it out. Chair is comfy and presumably well built, just don't enjoy lowering my life expectancy
I ordered this and had a tracking number within 24 hours, amazing.It was delivered and I dragged it into my house solo (Box is heavy)Assembly went EXACTLY as per the instructions. It was so much fun.
Absolutely horrible worst chair i've ever owned without a doubt i've got the omega 2020 and even when i first got the chair the arm rest were wobbly to a really bad extent a week or so ago i pulled the chair arm and it came off and hit me in the face, the other thing about this chair is that it's like trying to move around a Panzer tank it weighs an absolute ton i'm 6'1ft and decently strong but this chair makes me need to catch my breath after moving it all the chair legs have no paint due to this damn thing smashing off everything in site it'll run over your shoes smash off everything as it's just way too big there is simply no need for it to weigh this much i'm extremely disappointed because these chairs are praised for their "Extreme durability" and comfort i can't sit in it for too long without my bottom really hurting or my lower back being in agony it's like sitting on a brick wall it's so hard so really in short £400 or so for overhyped terrible products that only get sold due to sponsorship.
Perfect as a product and also as a support !
Bought the magnus XL desk from them and was very happy with their delivery (within 4 days) but it came with an inoperable panel for raising and lowering the desk. I did talk to the customer service and had at least 4 conversations with people that all asked where i wanted it sent to and gave them all the same address repeatedly and yet its been two weeks and they still havent sent the replacement part. Since i am a tall person, to get my legs under the desk i have to lower my chair all the way down, and cross my legs and still hit my knees under the desk. It was a week before they told me that they still havent sent the replacement parts and so im here with an expensive "top of the line" desk that i cant even use.
Great Secretlabs chairs and support
The back of my chair broke and the frame was all busted inside, I was distraught as this chair costed alot, I wasn't in the position to buy a whole new chair for $1.4k.In my sadness I contacted secretlab support as I realised i was still under warranty, team got back to me within days and all I needed to do was send a video. I think I waited about a week for the replacement to come as I live a whole state away from the warehouse, and could not have been happier to be back in my comfortable chair.
I was able to mostly easily acquire a new headpillow for my older chair model and it was posted very quickly. The only thing that would have made this a five star service would be if it had just been a replacement part rather than having to buy it, but I'm fine with the end result.
They treated me very well and solved my problem — everything was great
My wife purchased a desk for me for my birthday as it honestly has been a dream to own a Secretlab desk. When she presented me with the ordering slip and tracking on my birthday, I noticed she had ordered the wrong version. So I checked tracking and it stated the desk was still at the facility not picked up. So I reached out to the company and asked if I could just swap the desks and pay the difference. I got told no, it has already been dispatched so we cannot do that. so after arguing for a long time I finally just canceled it. Got an email saying sorry you canceled. we will request a reroute back to the wearhouse with the courier. 2 days later the desk shows up at my house, but the pc mount that was in the same truck got redirected from my house back to them. So after all this I get told "oh well now you need to pay to ship it back to us". like where is the customer service or care here. why could we not just exchange the desk!? I was wanting to pay you MORE to get what I actually wanted. but no I have to email and chat back and forth for over a week and im Still waiting for them to send me info on the return as now I just want my money back and have nothing to do with them. Elite company my ass. I get better customer service from Temu then I do from the company thats supposed to be amazing.
smooth experience, Ralph is the GOAT
having a horrible experience!trying to replace arm rests and chat bot and human have given me the run around.need help
Amazing products. Have purchased 2 chairs and now a new desk. The quality and instructions make it easy to setup and use. Had multiple accessories for desk and contacted customer service for some questions. They went above and beyond and got everything taken care of. What a great company.
According to TrustPlane, Secretlab has a 4.1/5 rating based on 60 verified reviews as of February 2026. Source: trustplane.app/company/www-secretlab-co
