9,223 total
Used the online chat for a minor warranty issue, and Sai who answered the called was exceptional. Not only did she apologize for the issue, she figured out a solution and between us a replacement was sent. It nice to chat with someone who could actually do their job, and not get bounced from dept to dept like so many other companies do.
Date of experience: November 08, 2024
The chair itself is amazing as far as ergonomics. Have been having back pain for over a year now and for the first time in a year it has truly subsided and my back feels supported at all times. The materials are really good and it looks cool too. Some things could be improved like the armrests could be a bit less wobbly but I'm sure that is something they will eventually work out. Had an issue with the tilt mechanism where it moved slightly when tilt was locked and made a clacking sound. Support were really good and sorted my issue out after some reasonable back and forth.
Date of experience: November 15, 2024
SHAMEFUL CUSTOMER SERVICE
We wanted to give a corporate gift to a collaborator with a Secretlab chair.
Before making the purchase, we EXPLICITLY ASKED customer service how to correctly receive an invoice with company details.
They CLEARLY TOLD US to make the purchase first and then request the invoice by sending the company details.
THE MORAL OF THE STORY? IT WASN’T TRUE. Now, we've been trying for WEEKS to arrange a DAMN RETURN to place the order again, but every time a DIFFERENT customer care representative responds, having NO CLUE about the previous messages exchanged.
AVOID THIS COMPANY LIKE THE PLAGUE.
Date of experience: November 05, 2024
Great Chair , very comfortable but not too soft, was positively surprised by the packaging and installation manual which were both far above average. The construction of the chair is sound and almost all load bearing parts are steel and seem to be very sturdy.
Date of experience: November 15, 2024
Getting a hold of customer service was pretty easy. There was some confusion to what my problem was but we cleared that up. I pre-ordered the rollerblade type wheels for my chair because they weren’t available when I wanted them, and just over a year later, due to what seems to bad design, all of the bearings nearly fallen out. It’s a few months out of warranty so they would not send me a replacement pair even though this is definitely a manufacturer defect. They did offer me a slight discount on the price of buying a new set of the wheels, which I will not be doing, because a shoddy design will just fall apart again and I don’t need or have time for that.
Date of experience: October 28, 2024
Reply from Secretlab
Hi Scott, sorry to hear about your experience. We sent you a request to obtain more information and we hope to hear back from you.
I got fed up with cheaper brand chairs falling to bits on me so I decided to try secret labs, with the doubled warranty I think I just got a seriously good chair,
Date of experience: November 05, 2024
The delivery service UPS damaged one of the packages. The support was very helpful. They just needed some information about the damage and the package to send me a spare part. Thumbs up!
Date of experience: November 11, 2024
broke a plastic part emailed support got a reaction the same day with a solution. New part was orderd and a week later my chair looks as good as new! amazing support amazing chair totally worth the money.
Date of experience: November 10, 2024
What didn't make it great? Immediate response to my question, completely hassle-free replacement of my damaged part (damaged during my move) of a 1.5 year old chair. I will never purchase a gaming or work chair from another company. Secretlab is the best!
Date of experience: November 09, 2024
All the positive posts you have seen on social media have been sponsored by the company in exchange for a MUCH NEEDED extended warranty.
The fabric is the only quality part. I have had the chair for about two years and my extended warranty "doesn't exist" after a major component broke on my third warranty claim. They know their chairs are poor quality made with inferior components and they do nothing to solve this nor do they ask for the broken component to be returned for QA/R&D purposes.
About once a year something will break and it usually involves the inferior foam and PLU components. I've gone through three sets of arm rests despite only using the chair a couple hours a day and now that the tilt mechanism has broken my warranty has mystically magically disappeared.
Your typical customer support ticket will follow this cadence:
Customer- Hello something broke please help me
Agent- Send me photos to prove it
Customer- (sends photos)
Agent- Sorry that's not covered, please pay us more money.
Customer- You don't specify what is and what is not covered explicitly at time of purchase which is a violation of federal warranty laws.
Agent-Okay well send you the part but first I'm going to act like I'm going out of my way to help you.
Your typical support ticket will take upwards of 2-3 weeks to finally.
Save your money, the cheap chairs on Amazon have a better lifetime value than these ones do.
Date of experience: March 20, 2024
Reply from Secretlab
Hi Nicholas, we're sorry to hear about your experience. We sent you a request to obtain more information and we hope to hear back from you.
Quick Warranty Support
I had a small crack in the leather of both arm rests. I have the extended warranty and the support was great. After a couple of pictures sent, to confirm my model. They shipped out the replacement armrests, and from my initial support ticket to delivery was 4 business days. Great Support!
Date of experience: November 12, 2024
I recently bought a Secretlab chair, and overall, I’m very happy with it. The chair is comfortable and well-built, but I did have an issue with the plastic cover, which broke unexpectedly. However, their customer support was fantastic—they promptly sent me a replacement, and it arrived quickly. I’m pleased with their responsiveness and the way they handled my issue. Great customer service!
Date of experience: November 11, 2024
Support assured me 2 times in a very professional way that the ordered has been cancelled. then I receive an email stating that order has been shipped. I now have to wait for the delivery, refuse it, wait for my money back just order the chair again in the right format ( wanted XL instead of regular ).
The only reason I am giving 2 starts and not 1 is because the way support handled my request and helped me.
You can't expect customers to not make mistakes in their orders and not have a process in place to actually cancel the orders or to modify orders as required.
1. Fix your pipelines to actually repair mistakes and do not cause such delays, back and forth with the packages dissatisfied customers. You wasted more money on the transport of the chair you are sending me than just making sure I could have cancelled the order.
To me this just smells like a underhanded tactic to keep the transaction going, hoping that the person ordering will just say: "eh, is already here, why wait for a replacement".
2. Fix the configuration to make sure that this kind of mistake can't happen. A customer that wants to spend money on an non essential expensive item like this one will make sure is to his liking, I made this mistake because I selected XL in the filter and expected that the chair I click on is XL. The configurator defaulted on regular, which in my opinion is illogical, If I select the filter XL I expect my product to be XL.
Date of experience: November 13, 2024
Love the layout of the chair
Unfortunately, the seat was just too firm for me and was giving me back problems
There was also great customer service, and the people were accommodating.
Date of experience: November 11, 2024
Worst support ever. I had to text them for 7 days straight to get my order canceled. Still no response on their end. Going to contact my credit card company to get refund on $700 order.
Date of experience: November 04, 2024
Reply from Secretlab
Hi Alex, we're sorry to hear about your experience. We sent you a request to obtain more information and we hope to hear back from you.
Love my new secret labs desk! It’s one of the coolest desks I’ve ever owned!
The install process was simple, they also had a video of the install. It took me about an hour to install everything. The desk is built to last. The materials that are used are high quality. I expect this desk to last me years and years.
It’s pricey but you get what you pay for.
The shipping was excellent, I got my desk within two days of placing the order.
Date of experience: November 14, 2024
Even though the problem solved itself, they were very friendly and supportive.
I would suggest informing people before shipping if their packages are split, but that's not the responsibility of aftercare, of course.
Date of experience: November 06, 2024
I personally have never experienced better customer service. I bought a Titan Evo 4 years ago that came with extended warranty. Both arm rests had deformed a little bit and the cylinder wasn't running smooth and they replaced them ipso-facto.
I sent a couple of photos and there you go. Almost new chair.
Date of experience: July 25, 2024
Pretty terrible communication, timing, and level of consideration. I have been working through a return of their defective product and I received the pdf of the label at 11:50 at night for the morning arrival of the currier. Their support service is disparate and unorganized, and not well defined. It a return needs to happen, they need to send a box with a return label. So simple, yet they required they I sent proof of the defect twice, said I needed to use the same boxes, and failed to provide adequate service for the return twice now. You deal with a different support specialist every time you communicate with them, and it will take them longer and longer to communicate back because the new tech has to continually review all of the conversation. I understand why this is the way it is, but it isn’t handled well in this organization and needs to be addressed from an itilv4 perspective.
Date of experience: November 08, 2024
Reply from Secretlab
Hi there, we're sorry to hear about your experience. We sent you a request to obtain more information and we hope to hear back from you.
Secret Lab is a company that makes a quality product and stands behind it. Almost 5 years after I bought my first Omega chair for my wife the padding on one of the arms started to crack. I sent them an email, they asked for a few photos and less than a week later I had a replacement arm and another to match the other side for good measure. A few years later I bought a Titan for myself and I love it. I can recommend this company full heartedly.
Date of experience: November 11, 2024
