Secretlab

Hi Nicolas, thank you for providing us with your details and we're sorry to hear about your experience. We looked into your case with our support team and understand that you've already shared multiple videos demonstrating the concern with your chair. We also understand that repeating troubleshooting steps can be frustrating when you've already spent some time trying to resolve the concern. As shared by our support specialist, the additional troubleshooting was requested to help verify the root cause of the concern and ensure that the correct replacement part is identified before parts are dispatched. This helps avoid unnecessary delays or sending a part that may not fully resolve the concern. We have also noted your request for a replacement recline mechanism, and our support specialist is currently reviewing the information you've provided alongside the latest troubleshooting results. We appreciate your kind patience and the time you've taken to work with us throughout this process. Our support specialist will continue assisting you and will proceed with the appropriate next steps once the troubleshooting has been completed and the required replacement parts have been confirmed. We hope this helps.

Hi Damian, 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.

Hi Chris, sorry to hear about your experience. We sent you a request to obtain more information and we hope to hear back from you.

Hi Choongsan, 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.

Hi Paris, we’re glad to hear that you’re enjoying your new setup. Your feedback means a great deal to us, and we truly appreciate your suggestions. Every detail matters as we continue to innovate and refine our products to meet your expectations. Thank you for being a valued customer—we look forward to serving you again.

Hi DARRYL, 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.

Hi Scott, 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.

Hi Turner, thank you for your kind feedback. We’re delighted that you’re enjoying your setup and that our support team was able to assist you. We take great pride in offering quality products and service, and it’s great to know we hit the mark for you. If you ever have any questions, we’re here to help via http://secretlab.co/contact Enjoy your setup, and we look forward to serving you again.

Hi Andrew, 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.

Hi Ryan, 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.

Hi customer, 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.

Hi Sardonic, thanks for sharing your situation. We're sorry to hear about what happened. From your ticket with our support team, we're glad to see that your order, including the accessories, have been refunded in full from our end as of 30 July. As shared by our team, we don't offer direct exchanges for change-of-mind requests, and returns need to be registered with support beforehand so we can track and process refunds promptly. Because the accessories were sent back without prior notice, it took a bit longer to locate and refund them, but we're glad everything is now settled. While we’re unable to extend an additional discount on a future purchase, we appreciate your patience while our team worked through this with you. Do let our support team know if there's anything else we can assist with. We hope this clarifies.

Hi Dmitri, thank you for providing us with your information. We took a look into your case and understand you reached out to our support team back in March 2020, a little over a year before your warranty period expired, regarding the condition of your chair's upholstery and armrests. That said, while the chair's metal frame is built for long-term durability, the upholstery and armrest surfaces are materials that naturally experience wear through everyday use. Factors such as friction, perspiration, heat, and the surrounding environment can all influence how these materials age. To help keep the chair in the best possible condition, we generally recommend wiping down the upholstery and armrests regularly to prevent the buildup of oils and residue from daily use. We also appreciate your feedback regarding your support experience. It was never our intention to leave you feeling dismissed, and we're sorry that this was the impression you were left with. Feedback like yours is important to us, and we'll be sure to share it with the relevant teams as we continue working to improve both our products and the support we provide. Please feel free to let our support team know if you require any further assistance and they'll do their best to help. Thank you.

Hi Andre, 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.

Hi Raul, 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.

Hi Tyler, 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.

Hi Daniel, 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.

Hi Wes, 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.

Hi Samuel, 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.

Hi Michael, 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.