Freight and customer service
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.