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.
What people say
A
Alex KulaevMaldives · 1 review · Experienced 2026-07-24 ·
★★★★★
Very disappointed with Secretlab’s…
Very disappointed with Secretlab’s customer service. I ordered a desk but realised I’d selected the wrong size. I contacted customer support less than two hours after placing the order to ask if I could either amend the order or cancel it so I could purchase the larger desk instead.
Despite reaching out almost immediately, I was told there was nothing they could do and that I would have to accept delivery. I then asked if I could simply refuse the delivery, but they also said this wasn’t an option.
It’s incredibly frustrating that a company selling premium products offers so little flexibility, even when a customer contacts them within hours of ordering. I wasn’t trying to cancel without buying anything. I wanted to purchase a more expensive desk. Instead, I’ve been left with a poor customer experience and unnecessary inconvenience.
I expected much better service from a premium brand. Unfortunately, based on this experience, I wouldn’t recommend them.
Reply from Secretlab2026-07-29
Hi Alex, sorry to hear about your situation. We understand that your order was placed on 24 July and you reached out some time later to request a cancellation.
As shared by our support team, all our fulfilment teams operate on a very fast turnaround time in order to ensure that all our customers receive their orders in the shortest time possible. This means that orders are processed for packing and shipping as soon as they are confirmed, and due to the heavy and bulky nature of our products, cancellations are unable to be accommodated as the order would have already been moved to the shipping queue.
In line with this fast turnaround, your order was shipped out just a few hours after it was placed. As a result, it was already in the shipping queue by the time your cancellation request was received.
Here in Secretlab, we're always wanting to accommodate our customers' requests as much as possible, but we seek your kind understanding that logistical limitations do affect our ability to assist with cancellation or amendment requests. As such, we always encourage our customers to double-check their orders before submitting their orders through for payment.
Still, please be assured that our team will be able to assist with a return request once you have received the order. We hope this clarifies.
I bought the NanoGel chair and lumbar pillow. The pillow arrived very quickly, but the chair was delayed by five days.
Once I received the chair, I realised that I didn't actually need the lumbar pillow, so I tried to return it. However, the return process has been extremely difficult.
I contacted them via chat, but they just told me someone would email me later. I never received any instructions on how to request a return. I also emailed them and completed the return form, but I still haven't received any response.
On top of that, you have to pay for the return shipping yourself.
The email about return below:
They asked for pictures, but the guy wasn't clear that was to send by email and if you read the policy nothing is clear.
[Secretlab] Re: Conversation with Lucas
Gwen (Secretlab)
Jul 25, 2026, 22:01 GMT+8
Hello Lucas,
Thank you for reaching out to Secretlab!
I understand that you are looking to return your order, and I will be glad to assist you with the return process.
I’d like to share that, as stated in our Returns Policy here, return shipping arrangements are to be made by the purchaser, and this includes the payment of return shipping fees.
Any promotional item received will also have to be returned with the original item purchased unless stated otherwise.
Please provide photos of the package from different angles: front, rear, and both sides, if you want to proceed with the return.
Kind Regards,
Gwen | Customer Care Specialist
Reply from Secretlab2026-07-29
Hi Elverys, sorry to hear about your experience. We ran a quick check on your ticket with our support team and noted that our team requested photos of the item to kickstart the return process on 25 July.
We noted that you have provided the requested information today, 30 July. Please be assured that our support team will definitely be able to process your return request following this.
That said, we'd like to clarify that similar to most other companies, return processes will usually include a standard set of steps that customers are to follow to proceed with the return. Your kind efforts to follow the steps shared by our support team will definitely help greatly in speeding up the return process for you, and we seek your kind understanding this.
We'd also like to clarify that our chat agents are only able to assist with general enquiries as of now. Still, we're always working to provide all our customers with a more seamless experience, and will be sharing your feedback with the relevant departments to review.
In the meantime, we hope this clarifies and we look forward to assisting you further via email.
Leon HuelsmannGermany · 1 review · Experienced 2026-07-28 ·
★★★★★
Repair instead of replacing is always great
Really cool that i could get a replacement part that isn't on the replacement part list on the website even though my warranty was over. They made it really quick and painless to get that part shipped to me.
Reply from Secretlab2026-07-31
Hi Leon, 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.
They say most people retain the information and some do but not the other streamers I have talked to. I’m not trying to use warranty since my chair has already hit the 5th year mark. I just want to buy the lower seat with out giving my new information because as soon as I do I am bombarded by your adds.
You buy a chair 5 to 6 years ago they expect to have the exact information from when you purchased the chair and if you have anything wrong in that information, they stopped talking to you. I have moved a few times and was wanting to purchase a replacement part. Also, as soon as I send in a request, all my social media accounts are blasted with advertisements for their new chairs. I personally think they make the customer service hard to force you to try to buy a new chair when other brands are just as good quality coming out cheaper. I probably will not buy from them again.
Reply from Secretlab2026-07-28
Hi Kyle, sorry to hear about your situation. From your ticket with our support team, we understand that you have reached out requesting to purchase replacement parts for your chair, but are unable to share any information to verify your order.
We seek your kind understanding that order verification is a common practice for companies that offer warranty coverage for their products. Most of our customers usually retain the order confirmation email received when placing their order, or are able to share information such as purchaser's name and shipping address so that our support team can assist in identifying the order.
Order verification also serves to ensure that any replacement parts provided are of the correct model and variant.
As such, it would be great if you could share as much information requested as possible. Please be assured that the details shared is solely to help you in the parts replacement, and will not be used for anything else.
We'd also like to assure you that contacting our support team will not automatically sign you up for newsletters — this is a manual process — and we have not yet received any other reports of similar incidents. Nonetheless, you may always unsubscribe using the link provided at the end of any email newsletter received, or you may reach out to our support team for assistance with this.
We hope this helps and we look forward to assisting you further via email.
Really helpful customer service with prompt replies
Reply from Secretlab2026-07-31
Hi Phil, 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.
I ordered an XL Titan EVO with NanoGen in all black. The assembly was easy and it arrived when expected. It is a lovely chair, but the smell coming from it is toxic. I've need to keep it in another room and 3 days later it has still not dissipated. Further when, testing it out there is 3-5 inches of rocking no matter the position. It seem the piston itself is too small for the large version, or isn't sitting correctly. I've tightened all fittings and reset the chair twice with no success.
Which leads me to what I am concerned amounts to a scam to force me to keep the chair. Within my statutory rights to return it, I contact the company - which is incredibly difficult as they pigeon hole you into only certain types of contact. I am told by two separate real people that a, "specialist team" will contact me within 48 hours. I ask to begin the process of the return and I am met with checking on resources and other delays. I can push a button and my order is processed, money taken, and delivery date set, yet now I need a special team of people to send me a return label? This wreaks of a game being played where I miss my return window and am forced to sit on a £900.00 unstable chair that wreaks like a chemical factory.
It's too bad as I imagine the chair could be very comfortable and fun to game in, I was excited for this purchase and am now left feeling scammed and let down. I'm not sure I can update reviews on Trustpilot but I will do with if I am able - including whether or not this becomes a small claims and regulatory issue or whether they sort it out.
Reply from Secretlab2026-07-28
Hi Orion, sorry to hear about your situation. We ran a quick check on your ticket with our support team and noted that your order was just delivered last week on 22 July, and you have just reached out to our support team yesterday, 27 July, for assistance with the return of your order.
We'd like to clarify that our live chat agents are currently only equipped to handle general enquiries. As a result, any requests outside their scope will be handled via support ticket emails, to which our support team dropped you an email within the same day to follow up and obtain more information.
We noted that we have not yet received any response from your end since then. Here in Secretlab, our teams are always working hard to assist all our customers, and it would be great if you could check on your email inbox, including any spam or junk folders, for the email from our support team.
Additionally, as clarified by our team via email, we'd like to assure you that any internal processing time will not affect your return eligibility.
We hope this clarifies and we look forward to assisting you further via email.
Very helpful with all the query’s I have and fast resolution
Reply from Secretlab2026-07-31
Hi Alex, 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 Jo, 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.
Nice product, really awesome. But the support it’s their best, we had a problem with the delivery and they solved very fast
Reply from Secretlab2026-07-31
Hi Carlos, 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.
Easy to resolve my chair issue with wheels and base
Easy to resolve my chair issue with customer service.
Reply from Secretlab2026-07-31
Hi Blair, 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.
Fast and straightforward warranty Processing
Very friendly employee
Reply from Secretlab2026-07-31
Hi Marcel, 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.
Very helpful and quick delivery of a part that I needed under warranty. Thank you!
Reply from Secretlab2026-07-31
Hi Lianne, 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.
The wrong desk was sent initially. However, Secretlab support were very helpful in arranging for this to be collected and the correct desk delivered. Gracey, Mark, Gwen and Jester from support were very responsive and couldn't have been more helpful!
Reply from Secretlab2026-07-31
Hi Barrie, 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.
D
D. S.United States · 1 review · Experienced 2026-07-20 ·
★★★★★
I still got support outside of warranty!
Secretlab had no obligation to help me with my chair from 2020, but they did. They sent me a replacement part so that my chair can get a few more good years of use. This is some of the best customer experience I’ve had in the last few years. I don’t often believe in brand loyalty, but they’ve earned mine, here.
Reply from Secretlab2026-07-31
Hi D. S., 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.
Jamie PostellUnited States · 2 reviews · Experienced 2026-07-15 ·
★★★★★
Quick replies
Quick replies, always answer all my question and follows up to make sure you were taken care of.
Reply from Secretlab2026-07-31
Hi Jamie, 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.
A
Adam DonnerUnited States · 4 reviews · Experienced 2026-07-16 ·
★★★★★
Support is always great and worth the…
Support is always great and worth the wait. They have akways taken care of me. If you get a chair with issues out of they box they will take care of you as long as you are patient.
Reply from Secretlab2026-07-31
Hi Adam, 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.
Billy McAllisterUnited States · 1 review · Experienced 2026-07-22 ·
★★★★★
Great experience and great chair.
Reply from Secretlab2026-07-31
Hi Billy, 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.
Cyrenthien IsaacUnited States · 1 review · Experienced 2025-07-27 ·
★★★★★
HORRIBLE CUSTOMER SERVICE, DO NOT BUY
I don't understand how people are leaving good reviews for this company. I ordered a chair on March 8th 2023. Took about a month to arrive as well with the accessories I bought. (Not mad about that, I'm a patient man). Not even a year later, the cap on the side near the lumbar support turn thing is broke off from just sitting in my chair. For reference, I bought the XL Akatsuki edition. I'm only 180 pounds so it's not like I was being a big back and sat down on it too hard. They state it holds up to damn near 300lbs. I contacted them and told them how the exposed spring and metal parts are a hazard and it should not have broken off like that in under a year. I requested a replacement chair, and these bastards kept trying to send me a replacement cap. Under normal circumstances, I'd understand. However, the chair was constantly creaking since the moment I bought it, so clearly the entire chair was defected. I sent photo and video proof, and they kept denying to send me a replacement, or even a decent discount on a new chair. Like if they offered me half off due to the circumstances, I wouldn't be bitching about this. This company is scummy, and they only care about taking your money. I have proof of purchase as well, here is my order number 031107190US , and I hope someone at secretlab sees this and comes back for some real support.
Reply from Secretlab2026-07-28
Hey Cyrenthien, thanks for sharing your experience with us and we're sorry to hear about what happened. We ran a quick check on your ticket with our support team and noted that our last email from you was from 1 year ago, on 23 March 2025.
From our records, we noted that our support team dropped you a response within the same day requesting to confirm your shipping address so that the team can arrange for a replacement part to be sent, but did not hear from you since then. As a result, the team was unable to resolve your situation for you.
Automated email reminders are also sent a few working days before cases are scheduled to be auto-closed due to non-response.
As such, it would be great if you could check your email inbox for the team's response.
Here in Secretlab, we're always working hard to ensure that all our customers are well-taken care of and we truly hope to do the same for you. Should you wish to reopen your case, do reach out to our support team with photos & videos of the concerns you are facing: secretlab.co/contact
We look forward to assisting you further via email. We hope this helps.
Grant de JonghUnited Kingdom · 15 reviews · Experienced 2026-07-22 ·
★★★★★
Great help and support
I have a Titan Evo Batman chair, bought it a while ago. It's a very comfortable chair. A component on it broke. I contacted secret lab and they instantly sorted out the problem and sent replacement part at no cost.
Love the chair. Thanks guys.
Reply from Secretlab2026-07-31
Hi Grant, 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.
Ella ClarkNew Zealand · 1 review · Experienced 2026-07-28 ·
★★★★★
Even if there are issues with your…
Even if there are issues with your chair, they are super helpful and accommodating. Also amazing response time. Really appreciated!
Reply from Secretlab2026-07-31
Hi Ella, 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.
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