Secretlab Reviews

I received My Titan Evo 2022 at the beginning of August. Once I had built the chair together I realised that the gas lift was faulty and would stay in the lowest position with the chair weight alone. I contacted customer services which I would then get a reply every 48-56 hours, the first one saying that they don't think it is broken, next saying to send some proof in the form of a video, next to ask me if I can disassemble the chair with tools, WD40 etc! then saying that they will send out a new part when available. This has taken nearly a month of back and forth and the problem still isn't solved. After paying nearly £400 for a chair this is the worst and slowest customer service ever.
After I complained and asked to speak with a customer services manager, I finally get a reply 6 days later as follows:

Hi Steve,

Thank you for your response. As per your request, your case was escalated to us and I will be taking over from now on.

I apologize for our agents did not inform you sooner but, as you replaced the original wheels on your chair, the warranty on your chair is now voided as per our warranty terms. Third-party wheels are not tested on our chairs and may affect the weight distribution of the chair, damaging it overtime.

Regards,

Delphine | Senior Customer Care Specialist

I put a new set of rollerblade office chair wheels on the chair when I built it as these do not damage my wooden floor. The gas lift was faulty when the chair arrived. Go Figure.

So, it has taken a month of communication for them to find a reason to not support:
A) their customer
B) their product
or
C) their warranty.

I seriously feel the reputation of this company will go down hill very quickly, just read the negative responses here, they all sound familiar.

Now asking for a full refund which I’m sure they will make as difficult as possible.

Looking forward to the reply to this review which will state that they're sorry etc but this is just lip service.

Learn by my mistake, avoid Secretlab.

THE, Worst gaming chair company there is.Hands down a disgusting company. Customer service is non existent. Cant deliver a product without it being a broke & have to wait nearly 1 month for a replacement chair. Asked to post a picture on social media in the middle of a pandemic to get 5 years warranty instead of 3.Dont go near them with a barge pole. Plenty of better alternatives in Britian with great customer service like Noblechairs or Corsair.

After 1 year of the product im completely happy now to give true feedback on their services and the chair itself. the chair was wonderful. the wait time for it to arrive/ dispatch was a while but this was to be expected as said on their website of the expect date. the chair did infact arrive before this expect date. The chair is wonderful and i couldnt recommend a nicer chair. my posture is better and im no longer having back pains each day.Eventually there was a fault in the chair arm rest which appeared after a few months. but their warranty team were on it. they send a replacement arm rest out (which did take a while to arrive). I did have constant emails from their team to keep me up to date on what was happening in terms of delivery. Their team were always quick to reply.I have now recommended it to all my friends and 3 of which have now bought their own. Glowing reviews all around!

WOW. what an amazing chair. I purchased TheJoker Titan after my Corsair T1 Racing chair broken and i do not regret my decision. its so comfy. beautifully built with nice fabric. lovely memory foam neck pillow with great full body and lumbar support.

Received my chair 28th January but the chair was due on the 20th January, no fault of the company but due to congestion at the port where the shipments arrive to the UK.Overall I was impressed how well the chair was packaged even down the the bolts used to fit the chair together.I found it simple enough to fit together and the instructions were very clear on a big card that comes within the box.The chair itself it's firm but I find very comfortable and helps me sit with the correct posture as I suffer alot with my back.It also comes with a memory foam lumbar support and neck rest.The lumber support took me a bit of getting used to not due to the products fault but helps immensely when it comes to sitting with the correct posture.I would recommend to anyone who is in the market for a chair and not to go out and buy something cheap, you get what you pay for.

Honestly can not praise this chair enough top notch quality and comfort. Easily to assemble with very clear instructions, even the packaging to top class

The hype for these chairs are true. I bought mine during the end of year sales with no regrets, I purchased the cookies and cream Titan version and it feels great, looks great and everything about it is god tier quality. My chair came a week before it's estimate date (1 month total), which I was very happy about.10/10 don't hesitate, worth every penny!

Poor customer service and repeated delays in sending out replacement parts.They also sent out damaged product and will not bear the cost of the return.Product itself is nothing to write home about.Will not use again

Best damn chair on the market. Comfy as hell, strong, sturdy and the only issue I had was rectified very quickly by the supplier.Worth every penny. FYI, tall people, get The Titan. Thank me later!

So so so terribleSo so so terrible! I ordered in early November and as of 20th January I still hadn’t received my chair. Not only had I not received it the communication was atrocious. They could not give any indication of when my order would be delivered, Citing TNT delivery partners as the issue. I asked for a refund. I’m so disappointed in the brand.

In love with my Omega gaming chair!! The quality is incredible, so much detail and it is super comfy! I am over the moon with my purchase. Definitely recommend this chair to everyone! You will love them!Ordered in Dec 20 with the estimated shipping being 27 Jan 21. I was fine with this as the website and ordering process explains clearly that delivery is slower than normal due to COVID. However I actually received it on 21 Jan 21 so A WEEK EARLY which was amazing news. Received update emails/messages from secretlabs and also the delivery company were awesome too.The packaging is high quality. All items securely wrapped and protected. The instructions were supr easy to follow and loved the tutorial video too. The accessories complete the chair and make it extra comfortable. My partner bought a secretlabs throne chair last year which we loved, which led me to purchasing the Omega <3

I’ve got the G2 esports Titan chair from Secretlabs and honestly I consider it one of the best purchases AND investments I’ve ever made. My occupation has led to me having a lot of back pain due to being hunched over a lot and therefore my posture was terrible. I was recommended Secretlabs as their chairs have loads of support to help posture. Low and behold I now suffer far far less back pain in day to day life and also manage to knock out massive game sessions too with no pain. Secretlabs chairs are designed in a way that helps the way you sit so they are on the firmer side but that’s the point! If it’s too soft then you are getting zero support on your back. Love mines! Just wish they’d stop bringing out so many nice designs as I’ve got about 4 I want now!