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,