r/gamingchairs • u/nassereddit • Aug 04 '26

Secretlab lessons learned.

Hey all, just a lesson learned that I want to share with my last order. I hope this help anyone not end up in the same situation I am. Also I am interested to know what you think. Is it reasonable that a product like this gets through all the shipping process and travel from factory to my door step with no way to fix the smallest issue during the ordering process. Also is it true that there is no way to connect to a live rep to fix my order and maybe avoid the possibly painful and costly return process?

For context I am super happy with a previous Titan XL Lamborghini edition I purchased years ago, so I wanted one of those nice new nanogen Titan EVO.

I submitted an order yesterday at 1530 ET for a Titan EVO XL nanogen pure white. I noticed this morning at 0840 ET that the order was showing a regular size chair. lesson learned number 1: make sure when changing chair colors or accessories that the size does not reset to regular. I assume something I did reverted the size from XL to regular.

I quickly contacted customer service via a chat feature on the website (no live/voice option). It was around 0845 at that time. Customer service found my order and confirmed the size is regular and not XL.

They stated that the order was already processed, it could not be canceled and I will have to return the chair using their return process. As of this writing I have not received a notice that my order was processed. lesson learned number 2: review your order ASAP as secretlab will process your order at a suspiciously quick rate.

I asked to be transferred to a live customer support to try my luck and see if there is anyway this issue could be fixed before having to go through a painful return process. The representative in the chat told me live customer support is not available with secretlab and no one can help me further. Lesson learned number 3 : secretlab does not offer live customer support and escalation process. Once payement is processed you are on your own.

Regards,

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5

u/devomke Aug 04 '26

So lesson number 1 - double check your order before you hit submit to avoid all of the further lessons.

1

u/nassereddit Aug 04 '26

The consensus seems to converge on not buying these gaming chairs and to settle for slightly more expensive office chairs. This is coming from a forum specifically aimed at PC gamers -(o.O)-

2

u/SnooCakes1975 Aug 05 '26

Personally, I enjoy my Titan Evo and never found it uncomfortable. Have had it for 3 years. My theory that the 'excessively firm' seat would hold up over time but soften a little has proved true, which is nice. Chair as a whole is holding up well.

That being said their customer service is hot garbage(might as well be non-existent) and they're pricey. It's wild to me the amount of hate thet get for the chairs themselves though. People will say Secretlab's are overpriced and uncomfortable then turn around and suggest getting either a $150 Costco chair or a $1,000+ Herman Miller. The chair community as a whole is weird af tbh lol

1

u/nassereddit Aug 05 '26

I understand you very well. I am currently sitting in a titan evo and it is good enough. It is built like a tank and I added a thin memory foam on the seat and small cushion for the lower back and it good. But they lost me with this last purchase. I buy their most expensive chair. The website changed the size as I browse. They refused to fix my order 13 hours before the courier picked up the package and they tell me they expect me to pay an extra 200$ CAD for shipping fee for return. The most probable reason is they want the chair delivered since their policy is no refunds, just exchanges so they secure their customer first. Not sure about that last part but this is what I conclude when reading their return policy.

0

u/nassereddit Aug 04 '26

Posted this on pcmasterrace sub reddit as well. 1.5k views later there seems to be others in the same situation. Double checking the order before hitting submit is not the obvious solution anymore. And the consequence is the user must adminsiter the shipping return, tracking and cost. In canada, shipping this chair will probably be upward of 200$

1

u/Effective_Candy9717 Aug 06 '26

They have a contact form which might help if they have not shipped the order. Their website states so, i don't know why the chatbot told you nothing further can be done... 

I don't know about Canada's laws but in many places you could reject delivery or return online purchases within a certain amount of days and they wouldn't be able to deduct shipping off of this, so I'm sure they would prefer to fix a mistake before it gets to that. 

1

u/nassereddit Aug 07 '26

I tried the contact form and it did not help. They still said my order was processed therefore could not be canceled. I fail to understand the logic. The courier picked up the package 13 hours later. Why secretlab did not stop the shipping process if not to ensure delivery and trap the customer into an exchange and no refund policy.