Secretlab

Absolutely blown away by the Secretlab Magnus Pro. The all-metal build quality is industrial-grade and feels incredibly solid. The standout feature is definitely the integrated cable management—it’s a game changer for keeping a clean, minimalist setup. Even the small magnetic accessories are well-thought-out. If you're looking for a desk that matches a high-end setup, this is it. Show details

Back in 2021 I purchased a Titan chair from Secretlab, and it has served me well over the years. I use it on a virtually daily basis, so it is well worn, and the upholstery had rubbed through in a few spots. I inquired with support about getting a replacement base, though my hopes of parts even being available for a limited edition model from… Read more

2020 were not that high. I was absolutely thrilled to discover that not only did the support team procure a replacement under warranty for no charge, it was the original D.Va edition base as well.

I am absolutely blown away by the stellar customer service, and very happy to report that the replacement was a perfect match. Though I eagerly look forward to getting a newer model with the bells and whistles in the future, for the moment I am just so glad that they were able and willing to extend the life of my current chair!

Amazing quality in detail and its craftsmanship. User friendly usabilities. This is my work space / play ground. Magnets really works like magic. Well done, secret lab. You are the G.O.A.T Show details

I got the Titan Evo table and Magnus Pro XL chair, because my big heavy muscle bound son broke my office chair when he visited. He told me about the Secret Lab chair. He has one. Did a lot of background research and decided that the chairs are probably made to last. I bought the table to accommodate the chair because I hated my unergonomic desk.… Read more

Very happy with my decision. Now my other son who is even bigger and almost as muscley as his brother is eyeing off my set up for his gaming. The son who broke my office chair did me a favour. I put everything together and as an older female without experience in these things, it showed that the instructions are clear. Shipping worked well too. Site was good, not overwhelming, ie curated.

Today I am happy to share that Secret Labs has the best customer service and when it comes to their warranty on their products they absolutely killed it. I was having issues with my chair and reached out to a representative and after a few changes over email they were able to resolve my problems. I have the parts that I needed shipped out in my chair stop making the squeaking noise and it is now like a brand new chair thanks to secret lab. Show details

My son secret lab Chair is bought 2 years ago He discovered the rear Of seating is faulty Their after service is top notch He received a new one After one week Happy Show details

I purchased a Secretlab Titan Evo XL chair in late 2024. I chose the XL model because I work from home and wanted the additional comfort and size, not because I required it for weight capacity. Around a month ago the roller castor wheels began failing. After inspecting the chair it became clear this wasn’t isolated to one wheel. The bearings… Read more

inside the roller castors were falling out, causing the wheels to loosen and malfunction. As the bearings failed, oil from the bearings leaked out and left stains on our carpet, which is the last thing you expect from a premium office chair.

I initially contacted Secretlab through live chat, which was helpful and escalated the matter to email support. Unfortunately, from there the experience became frustrating.

My case was handled by [Name Removed] from Customer Care, and responses consistently took 4–7 days between replies, turning what should have been a simple warranty issue into a drawn-out process over several weeks.

During the exchange I was asked to confirm my weight, which felt like an attempt to link the issue to user weight rather than the clear mechanical failure of the wheels. My weight is well within the chair’s rated limit, and again, the XL chair was purchased for comfort and workspace use while working from home, not because I exceed standard chair limits.

While researching the problem myself, I found many online reviews describing the same issue with the original roller castor design, where the bearings fail or fall out. I also noticed that Secretlab now appears to sell a revised castor design with enclosed bearings, suggesting the earlier version may have had known reliability issues.

Another complication occurred when removing the faulty wheels. The rubber grommet from the castor became stuck inside the chair base, making it impossible to remove cleanly. Because of this, I had to purchase a replacement base and wheel set myself just to make the chair usable again.

To add to the frustration, we actually own two Secretlab chairs, and the second chair still has the original style roller castors. I asked support if they could simply send replacement wheels so the same issue wouldn’t happen to that chair as well.

Instead, [Name Removed] asked me to record and submit a video demonstrating the problem with the second chair, despite the issue already being clearly explained and documented in the existing correspondence. At that point it felt like the communication hadn’t been properly read and the focus was more on following a process than resolving the issue.

The chair itself is comfortable, but the original roller castor design appears to have a reliability problem, and the support experience was disappointing for a company that positions itself as a premium brand.

For Australian customers, products at this price point should reasonably be expected to be durable and free from component failure within a short period of normal use.

If you are purchasing one of these chairs, I would strongly recommend confirming that it comes with the newer enclosed-bearing castor wheels, as the original design appears prone to failure.

False and misleading advertising on delivery capabilities. Promises to update me aren't kept and there is no support function in Australia. My money is in limbo and I've asked them to cancel my order as the brand is ruined now - they wont even do that. Ive filed ACCC and fair trade complaints and it seems like ill have to file a dispute with my… Read more

bank to get my money back. Dont waste your time, even if the chair is good if you need support you wont get it - the worst support set up.

When I bought this I got prompted to enter my details to recieve a code which turns out I was not eligible for.

From there the same day delivery was advertised on your site and I showed proof of this. Now youre back pedalling saying it can only be found if you search for it which is a lie - ive attached proof here

I never recieved responses via email that I was told I would get.

I would've just got standard delivery if this was not the case and from your email reply just now, 3 to 5 business days for priority is pretty much the same as standard. Ive requested a refund and i have asked my bank for a chargeback for the priority delivery as I did not get this as a service. Still awaiting this to be done otherwise Ill continue to pursue this with ACCC, fair trade and my bank.

I bought a Secretlab Titan EVO XL Hybrid NEO Batman Edition chair and Leather Wipes directly from their online store in Australia. Extremely poor courier service used by Secretlab, who would not respond to multiple emails I sent them. the chair was held at the courier service two days after the order for more than 12 days locally in Melbourne.… Read more

There was no contact number for either Secretlab or the courier company, which is extremely dodgy. Despite having a good product, their customer service is basically awful and you are left on your own once they take your money.

The chair was delivered after I threatened to start a chargeback via my bank. The wipes were already open and the packaging was ripped. I sent the pictures to secret lab and they have not responded.

Basically my money is gone. I do not expect any after sales customer service from them and will not be buying from the again.

Never EVER buying from this company again.

The quality of the chair is very good, but it is not worth the trouble they made me go through.

the picture represent the condition in which the wipes were delivered. The package was opened and covered with clear tape. Rubbish service and no responsibility accepted by Secretlab. You have been warned.

i bought secretlabs gaming chair. after a year of use the chair wouldn't stop squeking whenever i swivel. i also purchased the caster wheels has the standard wheels were wearing down my wooden floor. Now the caster wheels have started dropping ball bearings like there is no tomorrow. For this price point i would expect better quality. Will NOT repeat business with them again….ever! Show details

Chair tilt mechanism broke after 7 years and no support from secret lab apart from you can pay for a new one. Don’t waste your money this is not a premium chair that will last you a lifetime. Buy steelcase or Herman miller instead since they offer 12 year/lifetime warranty. Honestly buying secret lab is like burning your money. Show details

"I couldn’t be happier with my full SecretLab setup. Both the desk and the chair are absolute game-changers for my daily workflow. The build quality is exactly what you’d expect—rock-solid, ergonomic, and premium—but what really impressed me was the… Read more

level of support behind the products.

I had a complex situation that required a lot of coordination, and the SecretLab support team was incredible from start to finish. I had several team members assist me throughout the process, and I was especially impressed by the primary advocate who stayed with my case from the very beginning to ensure a perfect resolution.

It’s rare to find a brand that matches its high-end gear with such high-end customer care. I’m officially a loyal customer for life and highly recommend them to anyone looking for a quality setup and the peace of mind that comes with it!