Secretlab TITAN Series
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- Award Winner 2023
309 reviews · Statistics
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Secretlab TITAN Series is a ProductReview.com.au Awards Winner for 2023. Learn more
Utilises a Terrible Courier Service
Don't recommend based on the courier service they use. I received a notification that my product had been shipped and another confirmation that it was in transit to QLD the same day. After that, there was no further updates. The tracking number I was given had no link to track on and the cheap courier they use, EWE, have no tracking on their English website.
Purchased in .
Hi, my order number is #20187026. I will note I did end up getting a link to tracking after raising two support tickets, one was not very helpful and didn't understand the request and the other was he
... Read morelpful but took a few hours to get back to me after the chat randomly disconnected. It just seems a bit odd that you need to go through that process just to get tracking. The chair still hasn't moved since scanning as in transit a week ago.
Hi Lana, thank you for providing us with your order number. We ran a check on your order and understand that your order has been picked up by our courier partner and is currently pending further updat
... Read morees. We regret that there has been a slight delay in the shipping out of your order due to a higher volume of sales in your region and our fulfilment team and courier partners will require slightly more time to prepare and ship out all the orders.
Buyer Beware - Quality is an Issue for the Price
Buyer beware the Titan Series office chair sells itself on being a quality product.
Unfortunatley within a few months the product did not hold up well, the material discolours easily and the arm rests have already cracked.
Secretlabs have identified they have issues with the material chairs and now sell "skins" to be able to replace the poor quality material without having to throw out the chair.
Unfortunatley these are expensive chairs and it is a bit rich charging customers to add additional costs to the purchase when the quality is not great from the start.
Also the basic caster wheels damage hardwood floors. You can yet again spend more money for additional wheels.
Buyers beware of the marketing hype.
Purchased at Secretlab for $873.
Hi Bleddyn, thank you for your review and we're sorry to hear about your experience. We managed to find your ticket with our support specialist and noted that you reached out to them back in December
... Read more2022 and the case was reopened sometime in March this year. As shared by our support team, what you are experiencing with your SoftWeave chair may have occurred due to colour transfer in fabrics. Colour transfer usually happens when moisture from dirt, perspiration and darker-coloured clothes gets onto lighter-coloured fabric. Therefore, we usually recommend our Softweave chair users to be extra careful of spills and wipe down their chairs occasionally to minimise the risk of this happening.Hi Secretlab,
Interesting that you are open to responding in the public forum but failed to respond to the private messages I sent.
... Read more To be blunt, your response is insulting. The case has never been closed and has been outstanding for almost a year. I have suggested two remedies that I am willing to accept for the false claims that Secretlab have made. The parts replacement is a ridiculous solution, as this does not fix the root cause of your faulty products and contributes to lanfill. It is clear that Secretlab is not an environmentally conscience company and has no care for landfill. Your customer service is pathetic and I am still awaiting a response which as I stated previously the case has been open for almost a year. You should be ashamed of yourselves!
love it - got a minecraft XL, magnetic cooling armrests and the foot rest - happy as
Comfy as, not sure how i sat in that other "ergonomic" (ball crushing) chair for 2 years now. ha
thanks guys, im glad this product lived up to the hype.
ps all the colours and different chair themes are great, ill probs be back for another.
xo
Purchased in for $1,300.
Chair good, service okay, warranty process very bad.
I have had the chair for approximately 4 months and then the multitilt mechanics seized and was stuck in a tilted back position permanently.
I emailed support and explained the issue and was immediately sent back a video on how to use the tilt mechanism of the chair. I clearly already knew how this worked as I explained in details all the things I'd tried to do to fix it from unlocking it, locking it, rocking back and forth, and provided a picture of the position the chair was stuck in. It was then requested that I supply a video. After this
... Read moreit was suggested that I try using the lever to unlock the mechanism. Which, you could clearly see me lock and unlock it in the video and the chair not move. This was very frustrating. It got better after this where support quickly agreed to sent me a replacement multi-tilt mechanism free of charge (nice) and then sent me a video of how to remove the base from the tilt part and asked me if I had a pipe wrench (no, I live in a high rise apartment and am not the 'handyman' type), after discovering that I didn't have this they also sent me the replacement wheel base, hydraulics and covers etc. needed to replace the chair from the tilt down. Unfortunately, at this stage the replacement parts were not in stock, and there was no estimate as to when they would be available. After a week or two waiting I received an update that they would be available in September. This whole process started on 31/07 and I received the final replacement part needed on 02/10. This whole process took just over 3 months. I wanted to provide this feedback directly to Secretlab on my resolved ticket but when i went to do this today (which is the day I finally received everything) since the ticket was closed 5 days ago I am now unable to submit any feedback, so decided to post here instead I wouldn't buy a Secretlab chair again, next time I will be going with a brand much more reputable. I initially wanted to send the chair back and just get a refund but this was refused, which is against Australian Consumer Law for refunds/returns and their support team played dumb. Instead of fight with the support rep I didn't push it and just continued to follow their process - such a regret I would not do that again and would push for a full refund if there's any further issues with the chair.Purchased in for $864.
Hi Poro, thank you for your patience and we're sorry to hear about what happened in your situation. We were able to locate your ticket with our support team and we understand that the replacements for
... Read more your chair were successfully delivered on 28 September. As all our chairs come with many moving parts, our team has been trained to request our customers for videos and/or photos of the issue so as to accurately determine the root cause of the issue and provide the most effective solution to resolve it. While we understand where you are coming from, we seek your kind understanding that our teams are always working to assist our customers as effectively as possible.
Find out how Secretlab TITAN Series compares to other Office Chairs
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The best gaming set up there is!
Look no further guys. This the only company who can provide QUALITY gaming set up (gaming chairs and table). I have bought two Titan Series gaming chair and the Cyberpunk series gaming table. Everything, from box, packing, accessories, the look, the feel, are all top notch quality. Awesome customer service too. They keep you updated where the item is at. This is the best brand for gaming. Highly recommended!
Purchased in for $3,000.
product damaged upon arrival
Bought a chair for nearly 700 euros. According to the website delivery is 5 working days max, it takes them longer to ship it out than that, delivery took 2 weeks. OK, opened the box only to find the wheelbase has chipped paint and the seat base has a stain right on the faux leather stuff they use.
It gets better, they have no return policy, instead of this they offered me a pack of cleaning wipes. I said at least add in a set of better armrest covers, no joy. I must say you should really get a different brand chair this company is ridiculous. No aftercare service, 0 assistance. I wish i had went with Noble chairs instead.
Purchased in for $700.
Hi Chris, we're sorry for missing this out and we'd like to understand your situation better. Could you kindly let us know your order number or ticket number so we can follow up on this? We hope to hear back from you soon. Thank you.
Why are you still using this courier?
hey, I placed an order a few weeks ago, from what I can see on reddit and this website, it looks like the only way to get timely delivery support for these premium priced chairs is to make a post on social media.
I placed the order, and it was shipped out of the Secret Lab warehouse nice and timely! and everything was looking good shipping wise. EWE Were the courier chosen to ship the chair
Then Wednesday happened, had to WFH all day to make sure I didn't miss the delivery as I got a Text Message saying the chair was '2 stops away! only 45 mi
... Read morenutes away'. but this was a lie, since every time you refreshed that tracking link, the expected time was always being pushed back by 45 minutes. never got the delivery on Wednesday, very annoyed. Thursday! I got a new tracking link, saw the same `45 minutes away` lie over and over, but a follow up text message finally popped up saying the chair was nearly here, horray! I see a massive white truck rock up outside my place, the tracking says the truck is here, so I wait for them to unload the chair for me to pick up... they never got out of the truck, they sat there, then just drove off. Then shortly after I got a 'missed delivery' status on the tracking link. I was WFH that day too so I could see them from the front window. they never even got out of the truck or anything.Purchased at Secretlab for $992.
Hi Chloe, we're sorry to hear about your situation. We noted that you are currently in contact with our support specialist and they last responded to you on 18 July.
We understand that your order was
... Read more shipped out from our end on 10 July and you had reached out to our team for assistance regarding the delivery of your order on 17 July. While we understand your concerns, we seek your kind understanding that cases of possible lost packages, though rare, will require investigations with the respective delivery partner. This is because there are times whereby the item is successfully located by the courier after a few days and as such, the investigations will require some time to be looked into.thanks for the prompt response on both this review and the support emails
Hey,
Other than receiving multiple emails saying 'We're looking into what happened to you order', It looks like no progress has actually been made in fixing this shipping issue.
... Read more Are there actually any updates? Its starting to get a bit silly paying ~$1000 for vague 'we're asking another department if they have anything' responses
Absolute Rubbish Company
Hello,
I ordered a chair from Secret Lab on the 25th of June. The delivery was expected on the 29th of June. I received a text from their courier service EWE Global, informing me that it is arriving that day. They provided me with a link to keep up with the delivery drivers movements, However the driver never showed up. I never got a message, email or phone call what happened.
On the 30th I received another text from the courier informing me the delivery was on the way with a different link to follow the drivers movements. Again no one shows
... Read moreup. I contact the Secret Lab team who tell me to confirm my address as they believe it's wrong. It isn't as you can see by my invoice. They send me a picture of a door claiming the courier took this photo to prove he attempted to deliver the item. However, that picture is of a hotel or high rise building as you can clearly see it says 'Room Number' not apartment or unit. I have no hotels or high rise buildings around me so this is completely false. Furthermore if you look closely you can see they dial room 01. Now I live in Unit 4, Why would you dial room 01 if you are delivering to 'Unit 04'. As you can see they are clearly lying over and over again. They stopped replying to my emails until I asked for a refund in which they immediately informed me that the item had been shipped again and it was arriving the next day. They also claimed it was supposed to be delivered however there was possibly a traffic accident. They gave me a tracking number which showed the item in Sydney. So of course it didn't arrive the next day, even though they said again it would.Purchased in for $773.
Hi Steven, we're sorry to hear about what happened with our delivery partner and we regret that there was some confusion regarding the delivery address during the delivery process of your chair.
The
... Read more relevant departments have been informed to investigate your case further to better understand what happened and how we can avoid such situations from reoccurring. We never intended to cause such inconvenience to our customers and we'll be looking into this to do better.Well that's a lie because your customer service team informed me they are keeping my payment until they receive the chair from your courier. I never even received the chair nor was it ever attempted t
... Read moreo be delivered. So you have just stolen my money and are telling me "no you have to wait because we use a $2 courier". There was no confusion with the address, as it is clearly written on the invoice. Clearly another lie as you can see you sent a stock image of a keypad. Also if they tried to deliver it, they would have called if they couldn't locate the property. Stop lying.Hi Steven, thank you for the update. To clarify, there seems to have been some misinterpretation of the address by the assigned courier initially, which in turn caused some delays to the delivery of y
... Read moreour order. As shared, we'll be sharing this situation with the relevant departments as we never intended for this to happen. We truly wish to do better and we'll be working to close these gaps with the assigned courier. As your cancellation request was submitted after the order was shipped out from our end, we seek your kind understanding that our teams will have to ensure that the reroute was successful before issuing a refund. This process is in place so as to prevent situations whereby the order is delivered to the customer's location whilst a refund is being issued, thereby complicating the process.
Terrible quality, worse customer service.
The chair has shockingly loose armrests that rattle with any movement.
The customer service team just state "that is how they are designed, 4-d armrests".
The have not offered to fix the issue, and will not refund the chair without expensive to the customer.
Do not buy.
Purchased in for $804.
Hi Matt, we're sorry to hear about your situation. However, we regret that we are unable to look into your case without receiving further details.
To clarify in general, all our chairs are covered un
... Read moreder warranty for up to 5 years and our support specialists are trained to provide complimentary assistance for all products that are still within their warranty validity period. As such, it would be great if you could allow us the opportunity to look into this to see how we can help.Find out how Secretlab TITAN Series compares to other Office Chairs
Know better, choose better.
Secretlab Titan Evo 2022
I've been using this chair for a week or two now and it's already a massive improvement on my previous chair (that cost around $250). Secretlab chairs aren't cheap but you get a quality chair. Great support and looks excellent, no squeaking or wheels getting stuck when I want to move around. It's built like a tank. So far loving it. No complaints.
Purchased in at Secretlab for $773.
Firm but very comfortable
I have had this chair for 4 years now.
At first I thought the seat was a little too hard but I got used to it.
I sit and use this chair for many hours per day everyday.
Before this I had leg and low back pain from other chairs it took awhile to realize it was my posture and the chairs I had used. I would slide and slip down and forward into a slouching position.
After using my TITAN that pain went away in about 2 months.
About 4 months ago the stitching on the seat started to pull apart. Still feels the same and comfortable but I was left w
... Read moreondering how much longer it would last for a AUD $600 chair. I checked and found my 5 year warranty was still valid so I contacted support. They said wear and tear is not under the warranty but they would still send free replacement seat and arm rest.Purchased in for $679.
Terrible.
The website gave the impression that i was purchasing a premium chair of premium quality. This is not the case, the chair is excessively noisy, the wear surfaces are deteriorating very quickly, there are springs sticking up through the seat, the arm rests constantly loosen, no matter how many times i tighten they get loose again. On top of all this, the chair isnt even really that comfortable.
I do not recommend that anyone purchases these chairs, what a waste of money. Terrible.
Purchased in for $700.
Hi Bill, we're sorry to hear about this and we'd like to understand your situation better so that we can see how we can help. Could you kindly let us know of your order number or ticket number so that we can look into this? Thank you.
Find out how Secretlab TITAN Series compares to other Office Chairs
Know better, choose better.
Paid $800 & Got Sent A Broken Chair & they Won't Refund Or Replace. Legal advise is to take them to vcat court. WOW
First time customer experience. Warning!!! Do not buy - they do not honour any warranty agreement!!! And now accc and consumer affairs advised me to take them to vcat court to get my money back for a broken butt chair I cant use and which secretlab are refusing to honour their warranty agreement. This is how they treat their customers after taking your money.... Wth....
Have called accc and consumer affairs victoria and they told me to start a court (vcat) application for breaching australian consumer laws
Under sections:
Section 54 acceptable
Purchased in for $770.
Hi GGG, we're sorry to hear about your experience and we'd like to understand it better. Could you kindly let us know your order number or ticket number so we can follow up on this? We hope to hear back from you soon. Thank you.
order no: #20148694
update: have been sent the entire wheel base but i still need to go PURCHASE TOOLS AT OWN EXPENSE (wd40 spray, pipe wrench etc), still a massive waste of time and labour when im
... Read morerecovering from shoulder surgery and absoltuley unbelieveable still need to fork out extra $40 for tools to repair the broken chair i recieved...Hi GGG, thank you for sharing your details with us. We checked on your ticket and we're glad to see that the situation had been resolved as of 5 April when the remaining replacement parts were success
... Read morefully delivered to you. Firstly, we understand that your chair was originally delivered in November 2022 and there had been some issues with the delivery experience by our courier partner then. We'd like to share that these occurrences are extremely rare but are just as important to us as we put great focus in ensuring that our customers have a great overall experience. As our support specialists had been in touch with you then, please be assured that this incident had been brought back to the relevant teams then to make sure that it does not happen again.
Titan evo , what a chair so far
I was initially hesitant to splurge such a large number on this chair however, after purchase I can see that it appears to be great value.
Ove only used the chair for a short period of time (<1 day) but rhe packaging of items individually, the presentation , the build quality and the comfort so far all have made the experience valuable. I've reached out to customer service regarding the warranty extension and they have been very accommodating and understanding. Very professional and I am happy so far . If you are leaning towards purchasing this chair, I'd say go for ir
Purchased in at Secretlab for $733.
Great Service
My chairs tilt mechanism broke after a year of use, so I contacted the service department. Emmy could not have been more helpful. Within a week of contact all the parts in needed to fix my chair were on my doorstep. Best service I have had in a long time from any company. Cheers Paul
Collected in partnership with Secretlab
Questions & Answers
Where in Sydney can you test these chairs out? A bit silly if you don't have a Sydney showroom
You'd have to contact them online and see if there are any resellers in Sydney where you could try a chair. SecretLabs has no physical stores aside from some resellers, they're online only. I'm pretty confident you wouldn't regret buying one though, after going through 4 different 'gaming' chairs, I'm beyond happy with my Titan XL.
Hi,
Before I put a 2/3 star review, I would like to reach out to you if in case you are able to rectify my issue.
Overall, I believe it is a great chair, similar aesthetics and design as the Omega series I purchased 3yrs ago with improvement to a few features in which the way the chair is assembled, might I add was very easy with the step by step guide.
My only main concern, and what I find most important in a chair is the lower lumbar support. It is fantastic that it is integrated into the chair however, me being a short statured person, don't find it effective for me at all. With the chair at its lowest point and my feet flat on the ground, there is still a gap in between my lower back and the lumbar support. Unfortunately, I have lower back pains and long hours working from home and/or gaming, it does get tiresome. The great thing about the Omega series was that it came with the memory foam pillow which I have just been so accustomed to all these years.
After paying a premium price tag, I dont justify paying an extra $100 for the pro memory foam. I am even contemplating refunding the chair as long term it may not be good for my lower back and it may be worthwhile to invest in another gaming chair. When I first put the chair together I did extend the warranty by posting a picture #secretlab however after gaming for just 2hrs, I found myself squirming and had to result to getting the memory foam from my other chair.
My other Omega series, I will continue to use for work. I suspect that the pro memory foam suppport will benefit me but if I were spending up to $800+ on a chair, it may be beneficial to look at another product.
Again, I love the chair and the variety of designs you have however, ergonomically for my lower back, it isnt to my expectation.
If you could also let me know the process of a refund should I decide to go down that path, as I still have the packaging. My order number is 20110709.
Kind regards,
Dennis
Damn! Was just about to buy one - Thanks everyone for posting reviews, feel like I've just dodged a bullet.
Get an answer from our members and Secretlab representatives
Details
Features:
- The current version of the Secretlab TITAN Series is the TITAN Evo 2022 Series.
- These chairs have a 4-way lumbar support system that adapts to your spine.
- They also have a magnetic memory foam head pillow that cradles the base of your head to retain a neutral position and reduce strain on your neck and upper back.
- Complete recline and tilt adjustability let you choose how you sit, so you can be comfortable for as long as you’re seated.
- You can choose from 3 different sizes: Small, Regular, and XL.
- The gaming chair also comes in over 30 different upholstery options, including hybrid leatherette, NAPA leather, and soft weave fabric. You can also choose from a range of colours and styles.
Points of praise:
- Most reviewers were impressed by the high quality of the construction and materials used in the Secretlab TITAN Series Gaming Chairs.
- They also said that the chairs were supportive and comfortable to sit in for many hours at a time, making life, work, and play much more manageable.
- According to reviewers, the chairs are easy to assemble.
| Category | Office Chairs |
|---|---|
| Price (RRP) | $899 |
| Manual | Download manual |
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Hi Lana, we're sorry to hear about your experience and we'd like to understand it better. Could you kindly let us know your order number or ticket number so we can follow up on this? We hope to hear back from you soon. Thank you.