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.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.
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.Really quick response, excellent service , quick resolving the issue
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.
I had an issue with a part. I emailed them asking about a way to fix it, because it wasn't under warranty anymore, I just wanted to know how to fix it. Instead they sent me a replacement part anyway, free of charge. Ive had this chair for 5 years, best chair i ever owned.
Hi Dale, 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 Secretlab chair itself may be a premium product, but unfortunately the customer service and delivery experience have been extremely disappointing. My order arrived at the Allied Express Darwin depot on 14 July and then sat there for more than a week without any delivery attempt. During that time there was virtually no communication from Allied Express, no firm delivery date, and no meaningful updates on when the shipment would actually arrive. When I contacted Allied Express, I was told I could collect the shipment myself if I wanted it sooner. Considering I had paid for door-to-door delivery and the shipment consisted of large, heavy cartons, this was not a realistic or acceptable solution. While Allied Express bears responsibility for the poor delivery service, Secretlab also needs to accept responsibility for the overall customer experience. Customers purchase from Secretlab, not Allied Express. The freight provider is chosen by Secretlab, and the quality of that service directly reflects on their brand. What has been equally frustrating is Secretlab's lack of customer support. I have sent multiple emails regarding this issue and have not received a response. There is also no customer service phone number available, leaving email as the only means of contact. When there are delivery issues, customers should not be left with no practical way to speak with someone or obtain assistance. I understand that delays can happen. What is difficult to accept is a shipment sitting in a local depot for more than a week without delivery, no clear communication from the carrier, and no response from the retailer despite multiple attempts to make contact. A premium product should be backed by premium customer service and a reliable delivery experience. Unfortunately, based on my experience, neither Secretlab nor Allied Express has delivered that standard.
Hi John, thank you for taking the time to share your experience and we're very sorry to hear about the delay with your order and the frustration caused. After reviewing your ticket, we understand you reached out to our support team after your shipment had remained at the local depot for several days without any delivery updates. We understand your concern was not the transit time itself, but the lack of communication and certainty once the shipment had arrived locally. We understand how frustrating this must have been, especially after the estimated delivery timeframe had already passed. We hope to assure you that our support specialist has been actively investigating the matter with our courier partner to determine the cause of the delay and obtain an update on your shipment. We regret that both the delivery experience and our support fell short of your expectations. Your feedback regarding courier communication and the support experience is valuable, and we'll be sharing it with the relevant teams as we continue working to improve our customers' experience.
Best customer service. I’ve had their chair for over 5 years and when a piece broke they helped me fix it as soon I sent out for help. I will never buy anywhere else but with them. Trust me I have never had this type of customer service anywhere else. I remember when i first received the chairs the box came in bent because of the delivery driver and because of that it came with a broken piece they immediately helped it that day too.
Hi Jorge, 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.
Incredible support from the team. They sent me my replacement part in less than a week. The interaction and service were super understanding, friendly, and effective. It's truly worth investing in one of these chairs with this warranty and the team behind your purchase to ensure customer comfort. Thank you so much!
Hi Jose, 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 must say Great Customer Service from Secret Lab
Hi Mohanad, 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 went out of their way to provide the best support experience possible. Within and beyond their scope and obligations. Splendid chair, even better support. 5 star system isn't good enough in Rhodes cases, would definitely put a 100/100
Hi Guillaume, 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 have used the SecretLab Titan chair for quite some time and dealt with their customer service so can give a honest review. Very poor customer service, overpriced and poor quality chair. The Titan chair will eventually develop a metal spring that pokes through the seat into your bum, and I only weigh 70 kg. The armrest pads also cracked and fell apart far too quickly, probably within a year it will start cracking. I recently bought replacement pads specifically for my Titan model, but they don’t fit because Secretlab changed the design without stating it on the website. They refused return shipping for the armrests. Their customer support is a joke, making you take endless photos and jump through hoops, only to deny a reasonable solution. Once they have your money, they couldn't care less. Save yourself the frustration and buy from a company that actually stands behind its products and are of good quality -1 /10 Wish i could upload photos to show
Hi Chu, we're sorry to hear about your experience and appreciate you taking the time to share your feedback. After reviewing your ticket, we understand that you reached out to our support team regarding the compatibility of the replacement armrest tops you had purchased. To help customers select the correct replacement parts, we have a compatibility guide on our website for reference before purchase. That said, we understand your concerns and appreciate you sharing your experience. We'll be passing your feedback along to the relevant teams as we continue looking for ways to improve both our product information and overall customer experience. We also noticed that the concern you mentioned with your seat base was not raised in your ticket. Although your chair's warranty expired in April 2025, we would still encourage you to reach out to our support team so they can assess the concern and advise on the available options. Once again, we're sorry that your experience did not meet your expectations. We value feedback like yours, as it helps us identify areas where we can improve our products and the support we provide.
Fast shipping, very professional tracking, very good experience overall
Hi Victor, 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 MAGNUS Pro is only one month old. One lifting column makes a loud clunk/pop while lowering, while the other side operates quietly. This is the same leg assembly that originally arrived with its column-to-foot screws completely missing. I provided Secretlab with multiple videos, photos, serial numbers, and completed every troubleshooting step they requested, including checking and tightening all four screws with their supplied tool. The sound has become louder, yet I am still receiving delays and generic “waiting for the relevant team” responses instead of a warranty replacement. For a premium desk at this price, both the quality control and warranty handling have been unacceptable. I am still waiting for Secretlab to replace the affected lifting column. I have responded to your request and provided the ticket number and phone number. Please review the videos I sent, which clearly show the loud noise the Magnus Pro desk makes when going down, and proceed with the replacement.
Hi Tej, thank you for taking the time to share your feedback. We're sorry to hear about the concern you've experienced with your MAGNUS Pro desk. After reviewing your case, we understand you've been working closely with our support team and have provided the requested information and tried the troubleshooting steps, including checking and tightening the screws on the affected lifting column. We understand that the noise has persisted and that this has led you to request a warranty replacement. At this time, we can confirm that your support specialist is actively working with the relevant team to review the information you've provided and determine the appropriate next steps. Nevertheless, we understand that the time taken has been frustrating, particularly given that you've already completed the requested troubleshooting, and we're sorry for the delay. Please be assured that your ticket remains under review, and our support specialist will update you as soon as they receive further updates from the relevant team. We appreciate your kind patience while they work to resolve this as quickly as possible.
Fast service it took 3hours to get a answers back
Hi Angelias, 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.
Absolutely abysmal customer support. I contacted Secretlab because I wanted to pay to repair an old chair. I wasn't asking for a warranty replacement, a free part, or any special treatment. I even provided the purchase receipt to show the chair's legitimacy. All I wanted was to explore what repair or replacement options were available. Instead, every single interaction boiled down to the same robotic response: "You are not the original purchaser." No attempt to understand the situation. No effort to offer paid support. No option to purchase replacement parts. Just constant gatekeeping behind ownership verification, despite me making it crystal clear that I wasn't trying to make a warranty claim. It's honestly baffling that a premium chair company would rather turn away someone actively trying to keep their product in use than simply sell them the parts or support they need. The most frustrating part wasn't even the policy. support agent seemed completely incapable of thinking beyond a script. Rather than helping me find *any* solution, they repeatedly redirected me to contact the original purchaser, even after I'd explained multiple times that this wasn't feasible and wasn't relevant to what I was asking. If your support process can only handle perfect warranty scenarios and completely falls apart the moment someone asks for paid post-purchase assistance, then your customer service isn't support—it's a wall. For a company that positions itself as a premium brand, this experience was anything but premium. Great products deserve great after-sales service. Unfortunately, Secretlab's support was one of the most frustrating customer service experiences I've had.
Hi Linky, we’re sorry to hear about this. We have sent you a request to obtain more information on your situation and we hope to hear back from you soon.
I needed help because the bottom section of my chair wasn't functioning properly. Customer Service was immediately on it. The only info they asked me was to confirm my shipping info and that was so they could immediately send me a replacement part. Was PERFECT Customer Service, A+.
Hi Will, 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've had my Titan chair for 3 years now. It is excellent, when a problem did show up. Secretlab's quick and efficient response was world class. A new part was issued within a couple days, and the communication was stellar.
Hi James, 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 had my credit card stolen (not on secretlab website) and secretlab was very quick to help me with all the transactions that were not mine. They made it so easy and I thank them a lot for it :)
Hi Vickie, 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 Charlie, 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 Kalina, 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.
One of their obscenely expensive standing desks malfunctioned and retracted it's legs all the way (crushing my desktop computer which was on the official mount underneath it). I tried endlessly to contact them, but the chat agent refused to give me any phone number and also did not provide a single instruction as to how to fix this hardware malfunction. I ended up having to hire someone to lift the several-hundred pound setup so I could uninstall the monitor mount (before my computer was completely destroyed or the glass shattered and hurt someone). DAYS after that, they contacted me by email not with any apology or even some too-late instructions on how to fix the issue, they just asked for the serial number of my device. Will never buy from this horrible brand ever again
Hi Alec, thank you for taking the time to share your experience. We're very sorry to hear about the concern with your Magnus Pro desk and how distressing it must have been to have the desk malfunction unexpectedly. Looking into your ticket, we also regret that your experience with our support team did not meet your expectations. We understand that being asked for additional information regarding the concern may have felt frustrating during such a stressful situation. However, we hope to share that this information is necessary for our support specialist to identify the exact desk configuration and investigate the concern accurately before they can provide the appropriate troubleshooting steps or determine the best resolution for your case. That said, our support specialist would still like the opportunity to assist you and fully assess what happened. If you haven't already done so, we encourage you to continue working with them and provide the requested information so they can investigate the situation and advise on the available next steps. Once again, we're sorry for the experience you've had, and we appreciate you taking the time to share your feedback. We'll also be sharing your feedback internally as we continue working to improve our support experience.
I have received my order but one of the items is not what I ordered. I have tried to use the contact form on the website but the 'submit' button doesn't work and I have not been able to reach anyone to discuss it.
Hi Stephen, we're so sorry to hear about your situation. We ran a check and were able to locate your ticket with our support team. Rest assured, they will be looking into this with our courier partner and have the right item delivered to you as soon as possible. We appreciate your kind patience in the meantime, and please let our support specialist know if you require any further assistance. We hope this helps.
Very friendly support! I received fast and clear responses and the support team was able to solve my problem completely.
Hi Jeffrey, 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.
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