Is secretlab.co.uk Legit?

The Secretlab Magnus Desk is a sleek, sturdy, and premium addition to any workspace. Its magnetic cable management keeps everything tidy, while its durable build and minimalist design make it both functional and stylish. A top-notch investment!

Contacted secret lab about a broken part at 7pm, I get a reply at 11pm. Very quick do deal with the issue and provided a replacement part, will continue to use secret lab owning to their fantastic customer support!

Secretlab has been nothing short of amazing! From their high quality products to their awesome customer service! I look forward to ordering more accessories for my Secretlab setup in the coming weeks

I purchased these casters less than a year ago, and they're already completely unusable. Under normal usage conditions (and I'm not overweight), the bearings have completely fallen apart. The ball bearings have come loose and fallen out, making the casters completely dysfunctional. The wheels have also separated from their housing.For a product from a reputable brand like Secretlab, I expected much better quality and durability. These casters are not cheap, yet they couldn't even last a full year of regular office use. I wouldn't recommend these casters as they seem to have serious structural and quality control issues.Pros:Initially smooth rollingCons:Poor durability (failed in less than a year)Bearings fall apartWheels separate from housingNot worth the priceSave your money and look elsewhere for chair casters.

Phenomenal warranty claim experience. The seams were coming undone on one part of the Titan chair base. I used their chat and it was an actual person! They took my info and had me upload a couple of pictures and escalated it, asking me to reply to the email they then sent me with a few details and the pictures again. Next thing I knew, I got a shipment notification and the seat base is now in place and great!This is the kind of service that gets you a repeat customer, full stop.

Very well packaged. Fast service. First delivery went wrong which was the couriers fault and they immediately helped me.Very pleased with the quality. The professional footrest and the footrest pillow are amazing

I have had a few interactions with the support staff at SecretLab regarding delivery and warranty queries with the latest being around a warranty query. The response has always been prompt and while it was not resolved at that point (there was no expectation of that), they did promise to get back to me and they did with the information that resolved my query. I appreciated that they took the time to understand my query and get back with the correct information. Their support process (and product) is really outstanding.

Great customer supportI have a Titan chair from 2020 (still really good) and over the past 2 years both left and right side arm cushions cracked. I was skeptical about getting a replacement from Secretlab. I wrote to them about it and in a matter of days I was given the replacement free of cost. I was half minded about getting another for my partner , but having this experience I definetly certain about buying another one.

after using the OMEGA chair for years and ordering the newer version because my old chair was getting tired the OMEGA 2020 I received is in so much WORSE quality it's super disappointing! the wheels falling apart, nafter 9 months of usage, some greased small iron balls falling on my carpet, the chair itself feels flimsy and loose in comparison to the older model. I so regret of this purchase.. frustrating and sad when companies go backwards with their product quality. certainly will look elsewhere on my next chair purchase when it comes to it (and it looks like it's not gonna last for a year).

Secretlab is for me the brand when it comes to the best quality chair. I bought the Secretlab TITAN Evo - NanoGen™ Hybrid Leatherette Pure Black and I am super excited about this chair. As far as I'm concerned, this is the best gaming chair available worldwide. In addition, the customer service is also great. Always fast and honest answers. Even on weekends or holidays they are available. Great service! I really recommend Secretlab.

Secretlab has one of the best customer support teams and policies out there. They've always been extremely helpful.

They refused to acknowledge that the seat is too firm even though most reviews found via the internet and youtube indicate that this is a common complaint about the chair. After two year, it has not improved and has caused me lower back and leg pain. Then to add insult to injury, the end result was a $20 discount offer on their seat cushion that cost $75. I do not consider this an example of standing behind their product. This has resulted in me needing to purchase a new chair from a different company. Just hoping someone will buy this chair so I can recover some of the cost of the new one.

If you value your time, patience, and dignity, I strongly advise against ordering from Secretlab. After scheduling five separate appointments to receive my chair, I’m still waiting—no chair has arrived, only more appointments. Unbelievably, they changed the delivery date for the 5th time today.Despite my complaints, the only response I’ve received from Secretlab is an apology, with no meaningful action to resolve the issue. This raises a serious concern: if they can’t even manage to deliver their product, how can customers trust them to handle warranty claims or after-sales support effectively?

I decided to write another review purely based on secretlab's customer service. my second 1 star review. While the chair is great and I would give 5 stars alone for this. after 4 years its shown a little more wear then I would like. The problem is their customer service is atrocious. Issue : arm rests and chair base have worn a bit much more then i would expect and I am happy to pay for the replacement parts, or at least I was. I have Secretlab TITAN 2020 Dark Knight. My support ticket has been open since the 1st December 2024. I have been asked 5+ times to confirm the make and model including photos even after providing a serial number (why I needed to provide more, I have no idea) So Far I have been told to expect contact from a replacement parts department (never happened) and provided a discount code for the armrests and since then radio silence. Im doing this review in hopes that I might finally get some proper support and to give others an idea of what to expect should a issue arise

Ordering process is very easy and simplified.The packaging... I was awed of how much care went into packaging for all the items I ordered. I relate it to opening an Apple product. The quality is as described by the seller. This is my 3rd stand up desk and this is the best. Of course it took weeks of watching YOUTUBE reviews before making my final decisions and what sealed it is when they came out with the white version. I am very happy with my purchase and now I'm excited to see what SECRET LAB has in store for their new and future products.

I would like to thank Secretlab for their excellent customer service, I am over the moon with the service received, After contacting Secretlab's about a problem with the armrest on my two year old chair, It only took them 4 days from contact to actually receiving the replacement part. I was absolutely blown away, In this day and age I did not expect this type of service. Truly outstanding.

It's remarkable to find a company that's so dedicated to quality and a good customer experience. My son loves his Titan Evo, but was concerned when the chair base bent after two years of use as he (350lbs) leaned back on Dec. 22,2024. I contacted the company, and (after sending some pictures to them) they immediately shipped out a replacement seat bottom. They've been so wonderful that I'm considering one for myself.

I've had my chair (Omega) since 2021. After daily use (many hours!) he still looks like new and it's still comfortable. Recently I only replaced the armrest. If I ever need a new one, I will definitely consider buying a SecretLab again.

The armrest of my product was damaged. After contacting customer service, I am very satisfied with the assistance provided. The communication was friendly and professional. I received a clear guide explaining how to find the required information and how to take photos, including helpful examples. The damaged part was covered under warranty and quickly replaced with a new one. What impressed me the most was the fast support and customer-focused approach. Excellent service!

Underrated standup desk!First, it arrived in 2 days and I was notified every step of the way! This has to be by far the best standup desk made; not joking. The whole desk surface is magnetic and while you might think, "so...", if you utilize their cable management kit, its next level for a slick finishing design. As far as assembly goes, its very easy! The instructions are made for all types of learners, which is something I don't see other companies doing, and it probably took me 15 min to put it together. This is probably because I was so shocked at the quality, I took my time putting it together (lol). The motorized legs are super quiet and the buttons to raise and lower the desk are very well designed and the perfect sensitivity with zero lag.My only complains.....1. I wish the back side for the cable slots were covered, not open. The way I have my desk positioned in my living room exposes the back-side which can seem a bit ugly.2. I would like to see SecretLab design the desk in a way that I could potentially mount the desk riser on the bottom of the desk upside down so I could hide my laptop OR come up with something magnetic that's capable of holding my laptop underneath the desk.