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
T
Thomas DavidsonUnited States · 1 review · Experienced 2026-07-09 ·
★★★★★
Replaced broken part out of warranty for free
I didn't like the extended warranty being tied to posting on social media so I didn't do it. Support replaced a broken part on my 4 year old chair out of warranty for free anyway, without hesitation, which is the best I could hope for. Not many companies would do that.
Reply from Secretlab2026-07-31
Hi Thomas, thank you for sharing your experience. We’re glad that our support team could assist you and that you found value in our service. Your feedback is greatly appreciated, and we’ll take it into account as we refine our processes to serve you even better. If there’s anything else we can do, please don’t hesitate to reach out to our team at secretlab.co/contact, we’re always here to help.
PomCanada · 1 review · Experienced 2026-07-17 ·
★★★★★
Very responsive and quick to react to…
Very responsive and quick to react to my issues. Even though the warranty expired for the product I had issue with , the company act in good gesture to have to replace for me for free
Reply from Secretlab2026-07-31
Hi Pom, 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.
John WuhooUnited States · 1 review · Experienced 2026-07-11 ·
★★★★★
When you reach out for help, Secretlab delivers
A component on my chair broke. After giving Lou what they needed to make an assessment, they readily shipped me the part. They gave me a short video to follow, and after 5 minutes, the part was swapped and the chair felt like new again. All from the comfort of my own home. No service center, no heaving around a heavy chair from place to place. No hassle.
Reply from Secretlab2026-07-31
Hi John, 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.
Great product and good customer support.
I recently had a problem and after a short reasonable conversation with the support team, they tried to solve my problem with detailed explanation. When this turned out to not solve my problems they quickly sent me the necessary spare parts and now every is great again.
I can only recommend them for their products and their great service!
Reply from Secretlab2026-07-31
Hi Harald, 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.
Genuinely outstanding customer service. Prompt, we'll communicated and a better outcome than I actually asked for.
Reply from Secretlab2026-07-31
Hi Freddie, 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.
Frustrating/Annoying shipping issues and support internal miscommunications and delays
My experience with my order has been annoying. I ordered my chair with several accessories at anime expo booth.
Somehow the shipping address got entered incorrectly.
Probably my fault for that part. However some of the shipping issues might be more related to internal communication issues.
I didn’t caught the address mistake until the first of a multi box order shipped out and got marked by UPS as being returned to sender. This was apparently only a box for the armrests for the chair. I looked up the shipping provided by SL and it showed the incorrect zip code.
I tried to reply to the shipping email for support to only learn that SL doesn’t have it set for support contact.
So I go into SL website and tried to use the chat bot option to get help. It only put me in a que with no ETA and I waited for 30 minutes before I had to give up.
I switched to trying to use the support contact form option. However this option kept giving me issues. Every time I hit the submit button it would not complete the form. Even though I kept double checking to make sure everything was filled in and no “red” indicators popped up.
I tried multiple times with the support form over a couple of different days. Due to my hectic work schedule to submit a ticket with the support form same issue each time.
I tried submitting on my person desktop, laptop, iPhone and even 2 different worker/employers desktops.
Trying on so many devices and web browsers definitely makes me think something is broken on the websites coding.
Eventually I tried the bot chat again and finally was able to speak with DJ, he however wasn’t able to resolve the issue, he had to reach out to a different team. During the chat I provided my full correct address that was on the 16th
On the 18th and 20th I received follow ups from support letting me know they were still waiting for response from other team
Then on the 21st I received a email saying there was address issues. The one they had listed added an extra digit to the street. But before I could wake up to reply the chair had already been shipped, luckily FedEx called and I was able to update the address and it got delivered
The other accessories got shipped by UPS and got held for a few days due to address issues before it got fixed on the back end and got delivered on the 24th
Over all, the difficulty in getting in touch with someone, and communication issues if getting who ever needed to print the shipping labels the correct info seemed to keep getting missed along with why did it get shipped out before the teams could confirm correct address if a ticket was open.
Very frustrating and bad experience
Reply from Secretlab2026-07-27
Hi there, thanks for sharing your experience with us. We're sorry to hear about what happened. We understand that you have received all items in your order as of now, with exception to the Technogel Armrests.
While the zipcode issue caused an initial delay with the shipping carrier, we'd like to assure you that our team is actively working to ensure the remaining item is delivered as quickly as possible and we really appreciate your patience while we get this resolved.
We hope this clarifies. If you have any other queries, please feel free to let our support team know and they will be sure to assist further.
Terrible customer service.
I've had my chair for a few years. I also have cats, and the arm rests have been damaged over the years due to their claws. That's fine, totally reasonable, not Secretlab's fault.
I contact customer support to ask where I can purchase replacement arm rests. They ask me why. I tell them why. They provide the link. Great you think, 5/5 support, they did just as you asked.
They then also offer me a discount on my next chair or a discount for the arm rests. Even better CS at this point, and I ask for the discount for the arm rests.
They then come back a day later telling me that they actually wont be providing me with a discount code, because the damage was caused by the cats (as I had already told them earlier...)
This of course leaves me completely puzzled. Why offer it at first, and then rescind it? They managed to turn a 5/5 customer experience into a 0/5 (if I could give that), for absolutely no reason. They could've just not suggested to offer a discount code.
So word of warning: chairs are great, and I hope you don't have any issues with them. Previous to this experience, I would've always thought of Secretlab first for a chair, and have recommended them to friends, family and colleagues. Now, I don't see me doing that anymore.
Reply from Secretlab2026-07-27
Hi MC, sorry to hear about your experience. We ran a quick check on your ticket with our support team and we understand where you are coming from.
We'll be sharing this with the relevant department to follow up on. We're always working to ensure that all our customers receive a smooth and seamless experience with us, and we regret how this was not the case for you. The responsible support specialist has been identified and will be given additional guidance so as to minimize the chances of this happening again. We truly hope to serve you better in the future.
In the meantime, do let the team know if you have any other queries and they will be happy to help. We hope this clarifies.
Hi Jérôme, 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.
I bought this MAGRGB™ about 1.5 years ago but didn’t install it until recently. Unfortunately, it wasn’t working when I finally used it.
I contacted customer support, and they were very friendly, professional, and quickly arranged a replacement.
Great customer service and a hassle-free experience. Highly recommended!
Reply from Secretlab2026-07-31
Hi Jeremy, 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.
My original seat base had flattened foam, felt squishy and unsupportive after long gaming sessions, and looked worn even though the rest of the chair was still in great condition. My chair is the titan evo Batman edition 2022 23. Choosing a replacement seat base instead of a whole new chair saved me money – much better value than buying a new chair.
🛠️ Installation
Simple & quick Just unscrew the side brackets and tilt mechanism with Allen keys, bolt them straight onto the new base. Luckily I had the Allen key to unscrew the screws because it didn’t come with this.Night-and-day difference! The new foam is firm but plush – no more sinking or uneven pressure. It feels brand new, supportive for long hours and the material matches perfectly with my existing chair. It’s exactly the same spec as original, so fit and finish are flawless.
📦 Build & Quality
Solid construction, and same premium materials I expected from Secretlab. Everything lined up perfectly, bolts were pre-drilled correctly.
💰 Value for Money
At £139 plus a £60 discount this was great value, and this was the smarter call – my chair frame was still perfect, and now it feels fresh again. Cost-effective refresh instead of full replacement.
Small Things to Know
• Double-check your chair model/serial number to ensure you get the right base – I confirmed with support to be safe
• Customer service was responsive I had to wait 1 day for a reply which is ok.thanks to the team heart and red for the quick response and ease of processing my order🙂
also delivery was very quick.
Final Verdict
Highly recommended if your foam has flattened but your chair frame and back rest is in good condition. It’s easy to fit, and way cheaper than a new chair. My setup feels revived and ready for many more gaming hours!
Restored comfort, easy install, perfect fit, great value thanks
Reply from Secretlab2026-07-31
Hi Jacob, we really appreciate your kind words and thoughtful feedback. We're glad to hear that you had a great experience with us. Your insights are invaluable as we continuously strive to enhance our products and services. Thank you for your support—we look forward to serving you again.
I purchased the most wonderful chair from Secretlab but somehow lost the invoice. Their customer service was awesome and got the document for me overnight. Not only does Secretlab have superior products, it has superior personnel. I wish every company treated their customers like Secretlab does. The delivery was great too!!
Reply from Secretlab2026-07-31
Hi Linda, 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.
I've never seen such excellent customer service across any industry.
Customer service were super quick to respond and were very understanding and quick to resolve my issue.
I've never seen such excellent customer service across any industry.
After so many years, I had one issue with the seat of my chair and Secret Labs managed to forge a solution that was both satisfactory and immensly helpful to me in my situation right now.
Reply from Secretlab2026-07-31
Hi Ali, 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.
Great quality products, and great support. I would definitely do business with Secretlab in the future.
Reply from Secretlab2026-07-31
Hi M G, 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.
The customer support is very good.
They value your time and warranty
Reply from Secretlab2026-07-31
Hi Julian, 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.
Excellent fast customer service. Thank you Secretlab !
Reply from Secretlab2026-07-31
Hi Mark, 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.
The secretlab team helped me troubleshoot some items with an older chair, but I think ultimately this chair needs to be replaced.
Very helpful.
Reply from Secretlab2026-07-31
Hi Elijah, 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.
They were extremely helpful and very patient and friendly. I had had the chair some time but my details were quickly located. I received the replacement part promptly and free of charge.
Reply from Secretlab2026-07-31
Hi Joan, 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.
Amazing company. Need a replacement head pillow for my chair and got it replaced in a few days
Reply from Secretlab2026-07-31
Hi Leo, 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.
D
D Kingman-ReedUnited Kingdom · 12 reviews · Experienced 2026-07-20 ·
★★★★★
5 * experience & product
Excellent delivery experience, excellent instructions (built it on my own), top quality chair! This is a 5* experience and product. Worth every penny. Don’t hesitate! Bought the mint green Titan Evo and the colour is magical. Everyone loves it. Thanks Secret Lab.
Reply from Secretlab2026-07-31
Hi D, thank you for your kind words and for taking the time to leave us a review. We're glad to hear that you had a great experience with us. Your support means a lot to us, and we’ll continue to do our best to provide excellent service. We look forward to serving you again.
Hi AntoDeneault, thank you for your kind words and for taking the time to leave us a review. We're glad to hear that you had a great experience with us. Your support means a lot to us, and we’ll continue to do our best to provide excellent service. We look forward to serving you again.
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