**1 Star**
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.