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.
Desk is great. Customer service is the worst i have ever had to deal with. Was gaslit and ignored after one of my parcels didnt arrive. Even after providing proof from Auspost and my front door camera. It took 3 weeks and threats to the ACCC for them to do anything.
Reply from Secretlab2026-07-20
Hi James, while we're glad to hear you're enjoying your desk, we're very sorry that your experience with our support team fell short of your expectations.
We were able to locate your ticket and understand you were missing one item within your order. We appreciate your kind patience while our support specialist investigates the concern with our courier partner. Nevertheless, we also recognise that the time taken to resolve was longer than expected and understand how this contributed to your disappointment.
Following the investigation, our team arranged for a replacement to be sent, and we can see that it was delivered successfully. That said, we're sorry for the delay and the frustration you experienced throughout the process.
Your feedback regarding the support you received is important to us, and we'll be sharing it with the relevant teams as we continue working to improve both our response times and overall customer experience.
it was incredibly fast how they responded and take care of all your needs.
Reply from Secretlab2026-07-31
Hi Phybie, 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.
Deeply regret my £1200 purchase
Been insanely excited to order my new desk upgrade. Ordered paid the lot.
Chose their advertised DPD express shipping 1-3 days, they state it CLEARLY will take a max 3 days.
I order.
Then they don’t process it for 4 days, hand over the wrong / missing items to the simply most inept courier I’ve seen. They use some Asian man in a van service nationally instead of a reputable courier, so you will wait a week+ for him to deliver your super premium secret labs order 😂😂😂
The company itself fakes as uk based, they’re in Singapore and every single chat agent they have follows the same stalling script. They log everything as a ticket (2 day lead time). You chase on the 2nd day and they have to create a new one, again it just repeats. You never get ticket refs or anything to chase original tickets.
I would NEVER have used this company and believed the fake marketing if I understood how shady and penny pinching they were.
8 days so far and I don’t have my £1200 desk or a genuine belief this one man in a van will turn up at 8pm on a Sunday night.
This is secretlab not a Facebook marketplace deal 😂😂 pathetic
I even asked to pay more of my own money to get it in my already paid for time frame and they ignored my request and told me to speak to this Asian man again in Birmingham (courier??). Then he blanks me and tells me secretlab pay him to deliver in around a week, not express. So…
Reply from Secretlab2026-07-20
Hi Anthony, 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 purchased my Secretlab TITAN Evo XL in 2021, and my experience with both the chair and the company’s customer service has been outstanding.
In 2024, the backrest unexpectedly snapped, and Secretlab replaced it without any issues. Then, in 2026, the base broke, and once again, the company handled the replacement smoothly and professionally.
Products can experience problems over time, but what truly sets a company apart is how it supports its customers when those problems occur. Secretlab has stood behind its product on both occasions and made the replacement process straightforward.
I will absolutely purchase from Secretlab again and would confidently recommend both its products and customer service to anyone.
Reply from Secretlab2026-07-31
Hi Tom, 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 ordered a Secret Lab MAGNUS Pro desk, and also paid for assembly. On the day of delivery, the courier company called me to ask me if my building has a lift. It has not.
It then informed me that it only does door to door delivery up to the second floor and as I live on the third, it will not be able to deliver to my unit. Ever helpful, the rep added that they can still deliver and assemble the desk for me on the second floor if I so wished. Seriously? Am I then supposed to carry the assembled desk solo to the third floor?
After searching unsuccessfully for a phone number for Secret Lab, I engaged in a chat -- which was offered to me as a chat with a "human". I doubt very much it was a human. The obsequiousness, and constant repeating back to me of my complaints, plus its inability to deal with my query on whether Secret Lab only delivers to customers who live on the first two floors of a building, and those with lifts, has convinced me it was a bot.
Subsequently, I received an email from Secret Lab, and at first thought it was a bot too as the answers were utterly nonsensical and Kia was only able to parrot: “Regarding your concern for the package to be delivered to your unit, unfortunately, I am unable to guarantee that it will be delivered to your unit as it is located on the 3rd floor as mentioned in your previous conversation.” If I order an item, I should be guaranteed delivery to my door! I was never asked during the ordering process, or when I was contacted by the courier, on which floor I lived, or whether there is an elevator in the building. If Secret Lab had entrusted my delivery to the wrong courier company for the purpose, they should sort it!
When I challenged Kia if she is human or AI, she confirmed she was human. Well, the quality of her service is such that I would now welcome a bot to take over. I have yet to receive my desk.
Rubbish company. Rubbish service.
Reply from Secretlab2026-07-20
Hi Natasha, we're sorry to hear about your delivery experience and understand how frustrating it has been. We ran a check and noted you are currently in contact with our support team.
That said, we understand from your conversation with our support specialist that your apartment building does have a lift, but it is currently out of service for an extended period. As shared on our website FAQ, due to the size and weight of some of our parcels, couriers may not be able to deliver directly to apartments above the ground floor if the building does not have a working elevator or direct lift access. We recognise that this information may not have addressed the circumstances of your delivery, and we're sorry for any inconvenience caused.
Please rest assured that our support team will continue to do their very best in working with our courier partner to explore whether any alternative arrangements can be made to deliver your desk to your apartment. We appreciate your kind patience while our team works toward a resolution, and we'll continue to keep you updated.
We appreciate you taking the time to write this feedback, and we'll also be sharing it internally as we continue reviewing both our delivery experience and customer support.
Secretlab sell expensive premium priced gaming chairs. Sadly the help I got did not feel premium. I bought a Titan Evo gaming chair plus loads of accessories last year - spending a lot of money. Unfortunately the firm nature of the chairs which is widely documented has caused my sciatica to flare up. I wanted to purchase the specially made seat cushion for this chair but for some reason this is not available to purchase in the UK (it is available in the EU). I spoke with Secretlab customer support on chat and asked if they could import one for me and I would cover all extra costs. I was told this wasn't possible under any circumstances, something about bulky items and shipping costs. I was v unhappy as I know someone could make this happen if they wanted to be helpful. This is not a bulky item, this is a seat cushion. Plus as I offered to cover all costs I found this v unreasonable. I asked to raise an official complaint and was eventually told after much pushing that they do not have an official complaints procedure. I am always wary of companies that do not have this facility so I won't be shopping there again.
Reply from Secretlab2026-07-20
Hi Dale, thank you for providing us with your information, and we're sorry to hear about your experience.
Looking into your case, while we understand the seat cushion may appear to be a small accessory, our products are region-specific and are only available through their designated regional storefronts. This is due to a combination of freight logistics, regional fulfilment capabilities, and warranty support, which means our support team is regretfully unable to arrange exceptions or import products across regions, even if customers are willing to cover the additional shipping costs. We understand this isn't the outcome you were hoping for, and we're sorry for the frustration this has caused.
Nevertheless, we appreciate you taking the time to share this feedback, and we'll ensure it is passed along to the relevant teams as we continue reviewing how we can improve both our support experience and product availability across regions. Thank you.
Hi Roman, 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.
Comfortable high quality chairs, great support and very fast shipment!
Customer care 10/10!
Reply from Secretlab2026-07-31
Hi Igor, 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.
great service and even better product. Had the chair arm cushions start to spit and they sent out a new one right away
Reply from Secretlab2026-07-31
Hi Evan, 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.
They helped me trough the process of locating my missing pieces and answered all of my questions they were extremely helpful
Reply from Secretlab2026-07-31
Hi Dave, 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 SecretLab, I had a blast with Vince one of your support team members. He went off the mile and assisted me, took ownership and responsibility to dive into parts that were not asked fully... I came for an armrest that "splitted away" and ended up with a perfectly working chair again (had to order the parts though but he made all the process super easy and streamlined and a no brainer). Now I will have a hard time choosing other chairs due that the support and after care is so painless... thanks for that!!
- and give Vince a raise!
Cheers,
Jose
Reply from Secretlab2026-07-31
Hi Jose, 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 Secretlab chair had a damaged part, and I reached out to customer support for help. They responded very quickly and were extremely patient throughout the whole process.
They promptly sent me a genuine replacement part, and I was able to fix the chair easily. The service was professional, efficient, and made the entire experience stress-free.
I’m truly grateful for the outstanding customer service. It’s rare to receive such great after-sales support these days. Thank you, Secretlab! I’ll definitely continue supporting your brand and recommend it to others.
Reply from Secretlab2026-07-31
Hi Sam, 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 was trying to buy a replacement lumbar knob as my current one was damaged. Despite not having an account with them, they were quick to respond and were willing to help with whatever issues I had. They communicated clearly and were very supportive.
Reply from Secretlab2026-07-31
Hi Jason, 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 nicely packed. Very informative instructions. Great customer service.
Reply from Secretlab2026-07-31
Hi Richard, 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.
DJ was great! He solved my issue in a positive and efficient manner. Thank you so much!
Reply from Secretlab2026-07-31
Hi Ryan, 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.
Had a part break on my chair after 5 years of use, no warranty whatsoever, and they sent me a replacement regardless. amazing customer service/support staff!
Reply from Secretlab2026-07-31
Hi Jacob, 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 delivery was very quick, and despite my PEBKEC issue, the support team was patient with me, and informative. The desk is obviously great. I've had the Titan XL chair for 3 moves, and at least 6 years.
Reply from Secretlab2026-07-31
Hi there, 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 tristxn, 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 Mykola, 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 a chair that was in warranty for another few months that had the lock on the recline feature fail. I reached out to the Help Chat, and within about 20 minutes, he had a ticket created. Later the same night, I had a message from a higher tier worker, sent pictures, verified the serial, and then the next morning they had a tracking number for me for replacement of the entire bottom of the chair. So, problem is solved. I messaged on Saturday, and the package arrived on Wednesday.
Reply from Secretlab2026-07-31
Hi Tony, 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.
LiberNovo
Autofull
Blacklyte
noblechairs
Dowinx
AndaSeat
Sihoooffice
Herman Miller