Secretlab Reviews
Based on 19 customer reviews and online research, secretlab.co has a consumer rating of 4.3 out of 5 stars, indicating that most customers are very satisfied with Secretlab.
5 Stars(15)
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4 Stars(1)
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1 Star(3)
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How would you rate Secretlab?
Top Reviews
I would like to share my personal experience with Secretlab : I ordered a chair on Monday 26 October as I needed to complete my working from home setup and one of the main reasons for me to select Secretlab was that they are advertising orders will be processed within 24 hours and shipped in 1/2 working days, I haven't seen any updates for a couple of days and I contacted their customer service and they said the chair was waiting to be collected by the courier on the 28/10/20. I replied asking when it will be shipped and I didn't get any answer to that, on Monday 02/11 I write again explaining that there will be lockdown on the 5th and our office will close hence I need the chair to work from home and Fernando replied asking 1/2 business days to get back to me and he never did, I then got a email from TNT saying that they will delivery the chair on the 3rd November but every time I contacted them they said the chair hasn't been given to the courier. I contact Secretlab via email another three times without getting any response and today 6 November the chair is still not here and I'm still waiting for Secretlab to come back to me. Those are good chairs but I hope you guys don't have any problems with it because if you need to rely on their customer service you will be doomed.
Ordered a Titan SoftWeave a couple of months ago, with a rough delivery date of around a month later (seems to be the usual wait time for these chairs).
After receiving different shipping notifications, from different couriers, all which had incorrect tracking details on them that didn't match up with anything, the chair finally arrived.
Upon opening the box I was first hit with a wave of a "New Smell" (Overpowering chemical odour).
I then proceeded to take the chair out from the box when I noticed a large dent in the top corner / shoulder area of the chair (as if something heavy had been stored on top of the chair).
Took pictures of the dent and sent them off to the lack of customer service centre, where I was told that this would be fine in a few days at the chair has memory foam and it would go back to its normal shape. A bit confused as to why there is memory foam in the top shoulder section of the chair as nothing rests on there but took their advice either way..
A few days have passed as instructed by the customer care team to wait, and I received an email saying my issue is now resolved, upon checking the chair still no change to the dent and it still smells like a chemical factory.
Emailed them back to inform them of this and also to let them know the arm rest on the chair now squeaks whenever there is the slightest movement near it.
They emailed me back letting me know they would send a replacement out and also a bottle of their "Premium Leather Cleaner", I questioned this as I have the SoftWeave chair and there is no leather on there, to which they corrected themselves and advised they would send out some of their "Premium Fabric Cleaner", to help with the odour. Which they advised would take 3-5 days.
3-5 days later I receive a bottle of their "Premium Fabric Cleaner" but no replacement chair, when questioning this with them they then told me the 3-5 day wait was incorrect and I would now need to wait another two months until they could send me a replacement...
After asking what their refund policy was, as I find this completely unacceptable to be expected to wait another two months for them to ship a replacement when they advised this would be 3-5 days, they said I would need to pay for and organise shipping to send it back to them...
Still waiting to see what they say, in two months time when I hopefully a receive a replacement, however I an in no way getting my hopes up with this, as everything I have seen of this company so far doesn't fill me with any confidence.
When trying to make a complaint to them about the lack of service I have received they seem to just ignore any form of communication... Really doesn't surprise me.
Still awaiting for any update from themselves.
Customer Reviews (19)
I love my Secretlab chair! The assembly was very simple, it came with detailed instructions and the tools to get it done. Endless comfort and even great to take naps in!
-Tuna
So i got the package yesterday and was able to make it relatively in a half hour to a hour. The entire chair feels so upscale and industrial strength. I tested it out yesterday gaming for several hours and did not feel any aches or pain after 4 hours. Definitely worth the price
Comfortable and affordable chair. Highly recommended.
I got the joker chair and i love it. Super comfortable. Build and component quality is top notch. Assembly was extremely easy. Instructions were clear and included all tools and hardware to assemble. Everything about this chair is awesome. Well worth the money!
This has been a great experience. I’ve spent countless hours in this Titan Series for work and gaming. From the quick delivery, quality packaging, ease of instructions, to overall quality and appearance. This is the best chair/ brand out there! Thanks Secret Lab
What really helped me decide on my Omega SoftWeave Black3 was the compelling youtube reviews, which gave a really good insight into the quality components of the chair (ie: aluminium wheelbase and internal metal parts for the sidearm mechanism). It appeared it was one of the few fabric chairs that reached this standard, and I'm glad I paid a little more for real quality.
After hours of research, what really clinched it, is Secretlab made subtle improvements to their first generation model (ie: magnetic side covers), small things but they are big in my eyes - manufacturers who do this care for their products and consumers. What's also noticeable, is the chair is so quiet - you can spin around and there is no chair noise!
The assembly was also a great experience, they have really thought through every step for people, from the quality packaging, and great visual instructions really made things simple.
Most comfortable chair, with some Dark Knight flare!
I initially bought this chair because I am a huge Batman fan, and basically everyone I knew, was sending me links to purchase... so I did. I'm so glad I did because not only does it look amazing, it's honestly the most comfortable chair I have ever used.
Chair was easy to put together. The material looks and feels amazing on the chair and headrest. Loved the horde TCG card that it came with the chair. Also, the extra 2 years for free on the chair is awesome. Totally digging the horde special edition. Thank you again. Would buy another one.
I've waited so long for a great gaming chair. I knew I made the right choice with Secret Labs. These chairs are more than just a chair, so comfy and very supportive even for the bigger man or woman.
Definitely did not expect them to be this amazing. Very easy to put together too.
I highly recommend this chair to anyone that comes across me in the future. Thank you Secret Labs for a great gaming experience i can extend to my life.
~Stylo
I just ordered my husband's chair yesterday and got it today !!! I was amazed by how fast it got shipped and delivered! My husband was looking at SecretLab chairs for a while and really wanted one . Once I saw the RUST design on the chair , I was like " omg ! That fits him so much "! Because he plays RUST all day long lol. The chair is really durable , unlike most other gaming chairs . It's also really comfortable and doesn't make my husband's back or butt hurt while sitting in it for a long time . He LOVES it ! And loves that it leans back and adjusts every where for the perfect fit and comfort.
I was so hyped about getting a Secretlab chair since the pandemic started. This is the most expensive chair I have owned, and I would say it is worth every dollar!
The chair is so comfortable that I look forward to sit on it everyday. The quality is exceptional too, you will notice that the team have an amazing attention to details.
After I got the chair, there were some minor issues on the chair. I am very happy and satisfied as the customer service agent resolved the issue quickly and with great care.
Overall, I would recommend those who work long hours sitting to get one Secretlab chair.
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