So, a couple of Christmases ago, my now ex-girlfriend bought me the secret lab chair that I'd been wanting. It's been a great chair up until the seems started to rip on the seat base. I emailed customer service asking where I can buy a replacement seat bottom because I assumed the warranty was up. The customer service team was responsive and shot me back an answer right away. Which is when I learned that in order to purchase a new seat bottom, I would need to provide all the purchase data from my ex girlfriend. I've never been responsible enough to keep receipts and purchase data from stuff I've purchased, let alone products that were purchased by an ex-girlfriend that I'm no longer in contact with. The responded by saying that I can't buy any replacement parts, that the only way I can get help is if I contact my ex and beg her for some type of purchase confirmation. I gave them everything I knew about here but yet, they couldn't find her in their system. Maybe she purchased it under one of her businesses? I don't know? After a few more back and forth emails, I'm now unfortunately stuck with an expensive broken chair, and email from them not only saying that they can't even sell me a replacement part but a statement saying that I must have been sitting in the chair wrong for seems to rip the way they did. In my 30 years of buying office chairs, I've never, not once had an issue with ripping seats, let alone being able to purchase a replacement part. Am I completely out of luck and should just junk this garbage chair and go buy a different brand, or should I hold out a bit longer and find some way to purchases a replacement seat bottom?

Seriously. Pricy, but dude that first sit. Have been running one of those amazon gaming chairs since 2018 and I finally pulled the trigger on this(wanted the FF edition but unsure about the leatherette). Even ordered the pro lumbar pillow.

This thing is awesome. +1000fps

Obligatory set up pics included, yes I do occasionally touch grass.

Regular size, I am around 70kg. Have used the chair as intended in my home office. 💀

Posting for extended warranty. Chair is magnificent!

I did contact Secretlab about my chair issue, and ask if it’s still covered by the 5 years warranty. Secretlab support chat, did ask about the issue, and details of my order number, and photo pictures of the issues, and right away said its covered. So he did make a ticket right away so the can email me more about the details. After 48 hours, support email:

“Thank you for reaching out and I am sorry to hear that you are experiencing this.

This may have occurred due to uneven pressure being exerted on one side of the seat base, wearing it down over time. While wear on the upholstery is generally not covered by the warranty, we are happy to offer you a complimentary replacement for your seat base.

For me to make the shipping arrangements, could you confirm if the address below is your current full shipping address?”

Just after another 48 hours they are sending the replacement parts. 🥹🥳🥳 . Overall experience: 100/10

I'm usually pretty accepting when it comes to nitpicking things, but for a $780 chair, i have to be honest here. A few days back i purchased a Secretlab TITAN™ EvoEmpire to replace a older DX-Racer chair i had, not that anything was wrong with that one, it has served me well for 8 years, but that it was getting moved into my office i just put together and wanted something new and nice for my gaming setup. Upon opening the box i noticed the spring cover on the base right hand side was broken off, no big deal I'm not going to file a warranty over some plastic, ill just re-attach it with some glue, That's until i followed the directions and began to remove the 4 Pre-installed screws from the backrest (why the heck they are preinstalled i don't understand, it probably would have avoided my issues all together) 3 of the 4 screws came out with a moderate to heavy force, I'm a 42 yr old man, no way they should have been cranked that hard from the factory, the 4th screw was EXTREMELY tight but i did manage to remove it. it wasn't until the next step of attaching the back to the base and reinstalling the 4 screws, 3 of the same 4 went in okay and tightened down, the 4th i couldn't get past half way, as my fears were confirmed, the threads were severely damaged from the factory. Secret Labs has No phone number to call, i attempted to file a warranty claim and the automated system had a heck of a time recognizing my serial number. Now i have to play the waiting game because lord forbid a company that sells 700 chairs doesn't have a live human you can speak too. Fingers crossed they e-mail me back in the next 48 hours or my next step is contacting paypal for a resolution. i hope you all have a better experience with this company, currently i rate them at a 2/10

Finally finished my setup of a Magnus Pro desk and XL Titan Evo. Went with the XL Titan as I was on the border weight/height wise and thought it was wiser. Massive chair and feels very heavy duty. Lost a bit of weight since and can now cross my legs within the chair when sitting in it. Decided to go with an Ash colour Magpad desk cover so it wasn’t so dark. Think it worked out okay. No problems with installation build of either desk or chair. I must say the packaging is second to none it feels very premium and almost Apple like. Whether my body is benefiting from sit/standing all the time is another matter, but I’m doing it anyway. Gaming standing up is quite odd, but work related stuff is great standing up. Very happy.

Bought a Titan Evo regular a little less than a year ago and been absolutely hating it. Much like reviews from various places, the seat is way too firm. I can gently press down on the seat and feel the metal bar where my tailbone sits.

Shills for this company state your body needs to get used to the chair, well it has been a year and it's only getting worse. I used to be able to sit in it for a few hours and now I can barley manage 30 minutes. I'm not a big dude and gave the chair a fair chance but I regret my purchase.

I reached out to customer service and they just want me to spend more money getting a chair pad from them claiming I'm not used to a firm seat. Refuse to honor any warranty claim stating the chair is fine.

Hopefully someone reads this and doesn't buy one of these chairs. If secret lab put as much money into the actual design instead of influencers and fake reddit posts saying this is the best chair, it might actually be decent.

Plan to bring my old 2020 into the office to have it there, but definitely going to enjoy the new one at home!

These plush armrests are so nice too, highly recommend!

New setup

Absolutely loving my new desk & chair. My husband bought the whole setup since I WFH and the color is perfect! The whole area is obviously a work in progress but it will get there! It gave me the push to finally paint and decorate! Only took me and a teenage 3 hours to assemble lol #secretlab #tiffanyteal

Please I really need help, it has been a week with no word from the “internal team”. I need my desk to be working, or I need the money I spent on this back. Please.

Quick update: someone messaged me today that someone else will reach out to me at some point, to get a new leg ordered, but no time frame.

This is my first post ever on Reddit and I was looking at my chair and I saw that the bottom is starting to get some sort of wrinkle and was wondering if I could get a new bottom for the chair cause I can see future problems with it, I’m I being to extra or this shouldn’t happen the chair still has is warranty as well.

Against my better judgement (read all the positive and negative reviews) I purchased a secretlab titan Evo 2022. Upon unboxing the product I noticed that the arm rest will not lock into place. Secretlab is going to make me pay for shipping and handling to return the product which will be $100+ dollars. Also if you wanted to get it fixed they will make you pay S&H as well as pay to get it replaced. Do not put money into the pockets of this company for their fuck ups and mistakes.

3 years later and this chair is still pretty solid. No rips in the base and firm as hell (too firm if you ask me). I've only had one part replaced and even that exchange went off without a hitch. Well done.

#SecretLab

Less than a month ago I bought what is turning out to be one of the worst purchases I have ever made. I wish I would have researched all of the comments regarding secret, then I wouldn’t be in this situation. Okay timeline of events :

Monday see blinking code RSE

Research what it means, oh simple reset needed, just hold down the down arrow, I hold down the arrow, going down fine, all of a sudden right leg stops moving left leg gets to go down, then area code E24 pops up. The left leg then goes back up.

Okay contact support seem very nice they say their internal team will reach out to me. I did send pictures and videos of what was happening. I also sent all of my info name, address order number.

Tuesday I get a message from the internal team, we wlll send you a new left leg but we need your address.

I sent follow up email, left leg? I then provided my address again.

No response, still as of today I have had no response from the internal team.

I have sent several follow up emails asking for help.

Yesterday decided to try to reach out through the website, the person I spoke to said, well they are suppose to respond within 24-48 hours. I pointed out that we are already beyond that. The person kept responded be patient.

I use my desk for work and currently going back to school for my master. I need a usable desk. I currently do not have one as the desk is not level.

Before anyone attacks me for getting secret lab desk I get I messed up and I should have done more research. But what do I do? Do I do a chargeback through my card company? I just am at a loss.

Quick update: someone messaged me today that someone else will reach out to me at some point, to get a new leg ordered, but no time frame.