Secretlab Reviews 

I bought my Secretlab Titan 2020 for around $500 during a good promotion. I had to wait months for it to arrive, but I accepted that because I believed I was buying a premium chair that would last for many years.

A few years later, the seat base started deteriorating. Secretlab replaced it properly under warranty, and I was happy with how they handled that.

This year, the tilt mechanism failed.
I contacted Secretlab assuming such an essential mechanical part could simply be replaced. Instead, I have now gone through more than 20 emails, photos, videos and file uploads, with most replies taking around two days.

After all of that, Secretlab told me they no longer supply the tilt mechanism for my Titan 2020.
Secretlab gives a five-year warranty on this chair. Mine is now only around one year outside that warranty, yet because one essential part is unavailable, the entire chair is effectively written off.

Their solution is around $80 off a new chair.
I do not just find that disappointing. I find it almost insulting.

Secretlab chairs are now significantly more expensive than when I bought mine, so even with their discount I would still pay more than I originally paid for my complete chair. Because Secretlab no longer supplies the part, their solution is basically for me to spend hundreds of dollars with Secretlab again.

What makes this harder to accept is their own marketing. Secretlab heavily promotes premium quality, durability and extensive testing. The tilt mechanism itself is specifically highlighted on their website as an important and thoroughly tested part of the chair.

That is exactly why I find this so strange. If you use this mechanism to support your claims about durability, why is such an essential replacement part already unavailable for a Titan 2020 after around six years?

After searching online, I found several other complaints involving Secretlab tilt mechanisms. On Reddit, other Titan 2020 owners describe failed mechanisms and being told the replacement part is no longer available. At the same time, customers with newer models have had failed mechanisms replaced.

Even more striking is a Trustpilot review from Richard posted only a few days ago. His chair cost almost $600 and was less than four years old. He also describes a failed mechanism, sending videos, uploading files and waiting days between replies. That sounds remarkably similar to my own experience.

I have repeatedly asked Secretlab one simple question: do they genuinely consider it reasonable that a premium chair becomes unrepairable after around six years purely because they no longer supply one essential part?
I still have not received a substantive answer. Instead, I keep getting variations of the same polished customer-service response.

My last email was sent on August 26, where I explicitly asked again for a real answer. Since then, I have received no reply at all.

Meanwhile, Secretlab seems to have no problem spending heavily on advertising, sponsorships and YouTube creators promoting how premium and durable these chairs are. Some of that attention should also go toward existing customers and keeping essential replacement parts available.

I do not expect a chair to never break. I do expect a premium $500 chair, only around one year outside a five-year warranty, not to become practically worthless because one mechanical part is no longer supplied.

And Secretlab, if you respond to this review, please spare me the standard Trustpilot reply saying you understand my frustration, have reviewed my ticket and will pass on my feedback. I have read enough of those responses under other reviews.

I want a substantive answer and a reasonable solution.
Do you genuinely consider it acceptable that a Titan 2020 worth around $500, only about one year outside warranty, has to be thrown away because you no longer supply the essential tilt mechanism?

Around $80 off another expensive Secretlab chair is not a serious solution. It is almost insulting and absolutely not what I would expect from a premium brand.

0 stars, if i could give the customer service manager staff -100 i would. Do not buy from them, The replacement armrest warranty is only 6 months, and I called to warranty a few days late and they will no help. Scammers. DO NOT BUY FROM THEM. pure garbage service and warranty. and they want u to spend 50 bucks on armrest every 6 months..

I have had a terrible experience with secretlab, I have tried reaching out numerous times to check on my order, The (Real person) on their website is clearly some AI BS.
I have several secretlab products and was going to upgrade my wifes desks's/chairs at her workplace but not after this crappy service. Once i recieve this last product i probably wont purchase anymore.

Bought a $600 chair that lasted 6 months. Reached out to their ‘Support’ team and was told my issue wasn’t covered by their warranty or the extended coverage I purchased.

Spent HOURS over several WEEKS speaking with ‘Support’ only to be offered a solution of paying an additional $90 for an extra memory foam seat cushion…

After several more weeks, I was offered a ‘solution’ of $20 off…

I ordered the additional mandatory seat cushion on Aug. 24th. I received an email saying it was going to be delayed…

I try to login to their completely separate 3rd party shipment tracking app only to learn that their order information doesn’t even include the information you need to track the package…

I reach back out to ‘Support’ who says my order, which was placed on AUGUST 24th 2026, will be delayed and shipped on APRIL 17th 2026…

I will be spending more time arguing with their ‘Support’ team than actually using the chair.

Good experience with Jannah! She was friendly, and patient in explaining the different chairs. Didn’t feel pushy at all and made it easy for me to decide. Great service! 👍

Awful, awful company. The chairs look nice, but that is where the positives end. If you value comfort, durability or reasonable customer service, stay well clear.

This company has the oddest way of engaging with customers. After multiple rounds of communicating that the motor on the rising desk is getting power but does not work. Multiple videos, multiple troubleshoot response. They finally send a replacement. But then I didn’t need cable management materials anymore and it was like an act of congress to get told I need to figure out how to get the product returned on my own. After printing their required paper, filling it out, cutting it in half, taping one side putting the other in the box, going to UPS paying for shipping, providing a tracking number to them be told they need to accept the return in an email…this company is so frustrating to interact with. Honestly just buy a desk from somewhere easier. Regardless of the product.

There arm rest only have 6 month warranty do not buy, i bought replacements and they break down just over 6 months. and the Customer Service experience is the worst I've experienced in 30 years of internet shopping.

I suggest you DO NOT BUY from them

I ordered the secretlab titan evo nanogen Xl. I am 76kg and 1m90 and it fits perfect deffenitly the best chair i owned.

Ordered it on monday and got delivered on wedsnday so a 2 day delivery, really fast!
I am from belgium

My issue was for Secretlab using USPS to ship to my address that does not have mail delivery, PO box only, my PO need the Box# to ID the recipient! The problem was Secretlab online ordering system does NOT allow PO Box numbers to be used in the address field. I immediately contacted (chat only sadly) to try to change the order...they were unable to do so.

Long story short I knew my order would be returned as undeliverable and after several "chats" and emails and 2-week delay I did get my full refund.

So I credit Secretlab for following through to resolve this issue and credit back to my credit card.

Lastly, I bought both a Titan EVO chair and the undeliverable foam arm rests accessory and even though I really do not like chat only support and never having any follow-up by the same support tech, I do appreciate that none of my issues fell through the cracks, all questions were answered and issues resolved...hence the 4 star review.

Very disappointing service paid for assembly but had to do it myself

I’m extremely disappointed with my experience with Secretlab.

I placed my order on 27 August and paid extra for the assembly service because I expected the product to be delivered and assembled as part of the service I paid for.

Today, 2 September 2026, the delivery finally arrived but they only delivered the product. No assembly.

Apparently, I may now have to wait another 2–3 days for the assembly service. If I had known this from the beginning, I would never have paid extra for assembly. I would rather assemble it myself than wait even longer.

What frustrates me most is the expectation being set around delivery time. If the complete process, including a service that customers have paid extra for, can take around a week or more, then communicate that clearly. Don't advertise or create an expectation of a much shorter delivery timeframe and leave the customer waiting afterward.

After waiting since 27 August, I now have the product sitting here and will probably just assemble it myself. I want the assembly fee refunded because I did not receive the service I paid for when I needed it.

The product itself may be good, but customer service and fulfilment are also part of the experience. Based on how this order has been handled, I’m seriously disappointed with Secretlab and would think twice before purchasing from them again.

Secretlab needs to improve how delivery and assembly services are coordinated and communicated to customers.

UPDATE: The assembler was helpful, but Secretlab seriously needs to improve its communication
An update to my previous experience with Secretlab.

After my earlier complaint about my chair being delivered without the assembly service I had paid for, another person was eventually sent to assemble it.

The strange part was that when he arrived, he explained that according to his contract/scope of work, he was only supposed to assemble the chair and NOT the accessories.

To be completely fair to the assembler, he was actually very kind. He eventually helped me assemble the accessories as well, even though he said they were technically outside the work he had been assigned. I appreciate him for doing that, and my complaint is NOT about him.

My issue is with Secretlab's overall process and communication.

When I paid extra for assembly, I was under the impression that the assembly service covered the setup I had purchased. If accessories are excluded, why isn't this made extremely clear to the customer before paying?

If Secretlab does clearly state this somewhere during checkout, then I'm happy to be corrected. But it certainly wasn't clear to me as the customer.
This is what makes the whole experience frustrating.

First, I paid for assembly and the chair was delivered without assembly. I complained, and another person was sent. Then that person told me his contract only covered assembling the chair and not the accessories although thankfully he was kind enough to help me anyway.
So where exactly is the communication breaking down?

Is it Secretlab? The courier/assembly company? Their system? Or the communication between all of them?
As the customer, I shouldn't have to figure that out.

For a company selling premium-priced chairs, I expected the complete customer experience to feel premium as well. The actual product may be premium, but based on my experience, the delivery, assembly coordination and communication still have a lot of room for improvement.
Credit where it's due: the person who eventually assembled my chair was helpful and went beyond what he said he was contracted to do.

Secretlab, however, really needs to review how its assembly service is communicated and coordinated with its delivery partners. Having this much confusion over one order simply shouldn't happen.

Magnus pro desk shows e11 error secret lab support won’t respond after giving them the info they asked for. Would recommend never coming to them unless you want defective product. Complete shit ass company

I had to send a video to replace the tilt mechanism. No problem. After I removed the piston with a pipe wrench as you directed, I installed it and it did not function, the up and down lever did nothing. Now, I had to prove with video it doesn't work. Starting August 25th, I sent video, I uploaded to Google Drive, no matter what I did you could not open it. You even suggested I upload my video to YouTube. Are you serious? Further, my emails took two days, each, for a reply from you, and several days for me to place my order. You kept insisting you needed to see the unit not working. And why would you ask me for shipping details when they were already in the email thread? After spending almost $600 on a chair, I expect it to last more than 4 years and I expect it to be an easy process to get parts. What review would you give if you were me?

I had an issue with one of the products and reached out about the warranty. Within about two emails, I was sent a replacement. This was a great experience.

Bought a chair 6 years ago and they still helped me find a replacement part. Excellent value and long term support!

They did an amazing job fixing my problem !!!

incredible service

got a Titan evo XL from 2022, the backrest suddenly gave out, snapped in the middel on the right side.

i thought i would just reach out to hear if they had any fixes, or any help. and within 1-2 days they sent me a new backrest.

couldn't be more happy with my experience overall, love my chair, (worth all the money) and the customer service afterwards is just exeptional.

No question, i'll get my next chair from them

I ordered a chair at 9pm, by midnight I realized thay I needed the larger middle and sent a email stating that I would like to cancel my order and just upgrade the chair. But I guess it was far too late to sort any part of the process...... and to return it would cost me around 250 to 300. And then on top of that would be the upgrade cost. Horrible customer service.

I ordered the wrong chair and Secret lab was easy to work with to facilitate the exchange. This is the most comfortable office chair I've ever used and it actually fits me (being 6'6"). Thank you!