Combining science and design, Secretlab is a company specialising in US Ergonomics-certified task chairs and accessories. We dedicate ourselves to bringing modern ergonomics to life.Check out what the experts & research journals say about us: secretlab.co/pages/ergonomics
Written by the business, not verified by us.
Is Secretlab legit?
Secretlab (secretlab.co) has a 4.2 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Home & Garden and its reputation is good. 79% of reviews are 4 stars or higher and 16% are 1 star; The business has replied to 95% of negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-08-11.
What reviewers say
AI generated
Reviewers had a great experience with this company. People frequently praise the exceptional build quality of the furniture, noting how sturdy, remarkably well-designed, and durable the items feel during everyday use. Furthermore, consumers are genuinely impressed by the exceptionally responsive customer service team, noting that replacement parts and helpful assistance are provided quickly without unnecessary hassle.
Though some reviewers found the seats quite stiff and uncomfortable for long sitting sessions, others experienced minor material wear or ergonomic issues over time. A few people also mentioned dealing with frustrating delivery delays, missing package components, or communication hurdles when trying to resolve shipping complications.
Auto-generated from all reviews of this business. For reference only.
I recently purchased the Secretlab and delivery service
I recently purchased the Secretlab MAGNUS Pro XL desk on July 30, 2026. I selected priority shipping and paid an additional fee to have the desk delivered by August 5. Unfortunately, the courier missed the expected delivery window and ultimately delivered Box 1 of 2 to the wrong address. No delivery photo was provided.
I am currently trying to recover the missing package, but Secretlab has refused to send me a replacement. Instead, I have been asked to conduct my own investigation, despite knowing my correct address and knowing that I never received the package. I have been asked to provide a police report, CCTV footage, and information about whether a coworker may have taken the package.
At Secretlab’s request, I provided CCTV footage showing that the package was never delivered to my location during the time it was marked as delivered. Despite providing this evidence, Secretlab continues to insist that I file a police report before they will move forward with their internal investigation or consider sending a replacement.
The package was never delivered to my address in the first place. Therefore, there was no opportunity for someone at my address to steal it. The courier delivered it to the wrong location, which was completely outside of my control.
This has been an extremely frustrating experience. I paid for priority shipping, but instead of receiving the product I purchased, I have been left to investigate a delivery error that was not caused by me.
Based on my experience, I would strongly encourage potential customers to carefully consider how delivery issues and missing packages are handled before purchasing from Secretlab.
Unacceptable customer service would only respond at midnight Eastern time. Even when willing to pay for replacements for defective parts, time to get invoiced was unacceptable for a company at this scale. Products are generally very good though.
The support team at Secret Lab is very friendly and helpful. They respond very quickly and resolved my problems immediately.
The armchair is simply fantastic! The craftsmanship is superb, and attention has been paid to every little detail, from the packaging to the embroidered patterns on the chair – simply top-notch. I am very satisfied with it; it's worth every penny.
I am extremely disappointed with the experience I’ve had with Secretlab.
I recently purchased a MAGNUS Pro XL desk along with accessories, spending approximately $2,000 because I expected a premium product backed by premium customer service.
Instead, my order was split into multiple shipments without that ever being clearly communicated to me. As a result, several boxes never arrived, leaving me with an incomplete order and no clear understanding of where my items are.
The most frustrating part has been the complete lack of customer support. It has been nearly a week, and despite multiple attempts to contact Secretlab by email and phone, I have received no meaningful assistance, no updates, and no response that helps resolve the issue.
When customers pay premium prices, they reasonably expect premium service, especially when something goes wrong. Delays can happen, but ignoring customers who have already paid thousands of dollars is simply unacceptable.
At this point, I have lost confidence in Secretlab’s customer service and cannot recommend the company based on my experience. I sincerely hope someone from Secretlab takes ownership of this issue, locates the missing shipments, and resolves this promptly.
A premium brand should stand behind both its products and its customers. Unfortunately, that has not been my experience.
Reply from Secretlab2026-08-07
Hi Kojo, we're sorry to hear about this and we'd like to see how we can help. We dropped you a request for more details and we hope to hear back from you soon.
The company was a breeze to work with. Everyone was super kind and professional
Reply from Secretlab2026-08-07
Hi Jason, we’re delighted to hear that our support team was able to assist you. Providing a seamless experience is what we're always aiming for, and your feedback reaffirms our commitment to excellence. If you ever need further assistance, we’re just a message away at secretlab.co/contact Thank you for your support—we truly appreciate it.
warranty support was really great, was concent about my armrest to wiggly and asked them if they are, they replaced them whithout hassel and fast delivery.
thank you cath and mel
Reply from Secretlab2026-08-07
Hi lennerd, we're glad to hear that our support team could assist you effectively. Providing great service is our priority, and knowing that we met your expectations truly makes our day. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out at secretlab.co/contact Thank you again for your kind words and for being our valued customer.
Had an issue with the backrest. Was out of warranty yet secret labs still shipped me a replacement free of charge. Was super fast and communication was amazing
First rate support with practical guides, frequent updates and genuine caring support.
The product speaks for itself, I have sat here for more than 35,000 hours, and it is perfect.
Just wanted to improve a look on an armrest and replace the head pillow as the elastic had lost its property.
Brilliant service and support.
Highly trusted and brilliant service from Cy and the team.
I bought the Magnus XL Pro. It's pricey, but absolutely top notch. Seriously can't fault it. The packaging was absolutely stellar - a real premium product.
Assembly was a little tricky but not too bad at all. Defintely recommend 2 people to move, lift, etc.
I did it myself but I'm very familiar with constructing and putting together furniture and items like this.
I really love the desk - it's made my workspace look far, far better than before with the cable management tray and the full length leatherette top cover.
I couldn't imagine that there would be a better unit on the market. It's just awesome.
Cant stop loving secretlab. From gamers for gamers (and pokemon nerds XD)
Had a small problem with my new chair and instantly got replacements with amazing customer service. I just cant stop loving secretlab! Got the desk and a brand new second chair now! EEVEE love, just waiting for a Eevee desk top roll! ;P
Incredibly helpful. Very responsive. I disposed of an old monitor and forgot my bracket in it. They helped me get replacement. Didn't try take advantage of the situation. Bernard was amazing.
The desk and everything I purchased where incredible. The packaging was incredible. Best investment I have made in a long time. And greatful for their support and comms.
Thank you!
The team was kind caring and when my arm pads failed they took care of me even though the warranty was technically over. Love this chair so much my work even bought me one to use there.
The recline cover on the right side of my Titan Evo XL recently broke. Although the warranty had already expired, Secretlab's customer service addressed my report promptly and professionally. They quickly proposed a solution: sending the replacement part for a small, very reasonable fee.
I dont even have the desk yet, but already owning a Titan XL chair and the response times for this significantly larger purchase let me know everything will be just fine. Thanks again.
First of all, I LOVE my SecretLab Titan EVO Chair. It's so comfortable for sitting long periods of time that I also bought one for work. Recently, a small part broke off my gaming desk chair. I couldn't find the serial number needed for support, but the customer service team was super friendly and helpful. The chat support was fantastic. They got all of my information and passed it on to the warranty team who quickly arranged to send me a replacement part and kept me updated throughout the process. Excellent communication and a very smooth experience from start to finish.
I purchased my secretlabs titan evo chair on the weekend it arrived on the tuesday , i had an issue with a parted zip on the backrest , i reported this to customer services who immediatly arranged a replacement.The replacement arrived by friday evening,the team at secretlabs kept me updated constantly.You dont just pay for a well built classy chair you get exceptional customer service something very rare these days , a big shout out to the team at secret labs well done guys keep up the great service
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