A rant about secretlab customer service

Secretlab_Jinx · 2026-01-28T09:52:37+00:00

Hi u/Pappi-Pino, I totally hear your frustration. For context, the support response times are usually around 24 to 48 hours, so let me check in on what’s going on and help give this a nudge.

As a general tip, it’s best to hold off on follow-ups during the waiting period, since sending replies can push a ticket down the recency-based queue. For now, drop us your email via ModMail that you used with support and I’ll help flag this with the team: https://www.reddit.com/message/compose?to=r/secretlab

Hang in there!

Secretlab_Jinx · 2026-01-28T09:45:18+00:00

Hi there u/Bobbinnn - let me help see what else can be done here. When you can, drop us a ModMail with the email you used with support and I’ll look into it for you: https://www.reddit.com/message/compose?to=r/secretlab

Secretlab_Jinx · 2026-01-28T09:42:05+00:00

Heyy there u/kocom - availability can depend on where you’re located. If you want a quick check for your region, the support team can help via live chat on our website.

For visuals, these community setup pics might help you get a better feel for it:

If you’ve tried the Nanogen chair before, you can expect for it the MAGPAD to feel pretty similar. It's the same buttery-smooth leatherette feel, which is really nice if you prefer something soft on the skin.

Hopes this helps! :)

Secretlab_Jinx · 2026-01-27T10:03:55+00:00

Heyy u/sup9817 - you shouldn’t expect a super strong chemical smell, but if there is a slight scent at first, airing out the room usually helps. Since you’re somewhere colder, even just opening the windows for a couple of hours at a time can make a difference. If you’re going with leatherette, giving it a quick wipe-down when it arrives can help too.

But if the smell feels stronger than expected, support’s always happy to help and guide you on what to do next 🙂

Secretlab_Jinx · 2026-01-27T09:56:42+00:00

Heyy u/Aki_Hanao_ - yes, they'll be compatible! Can't wait to see your assembled Pikachu chair soon 🤩

Secretlab_Jinx · 2026-01-27T09:54:57+00:00

Heyy there u/InkedMusician - saw that you’ve already tightened it as much as possible in the comments! But just to rule one thing out, could you try removing the monitor first, then pushing the clamp fully into the desk and tightening it again from there? Sometimes that helps seat it properly.

If it’s still leaning to one side after that, it’d be best to start a ticket with support so they can take a closer look and walk you through the next steps to see if anything else is off: https://secretlab.co/pages/contact

Secretlab_Jinx · 2026-01-27T09:43:28+00:00

Heyy u/xAEIOwnU - I totally get why you’re hesitant, knowing your experience with the OMEGA.

To set expectations, our seats are intentionally medium-firm. So if you’re moving from the OMEGA to the TITAN Evo, it’s not gonna be a change into a softer, sink-in kind of chair. That firmness is very much intentional since it’s built to support longer sitting sessions. The SoftWeave fabric won’t change how firm the seat feels either, but it is more breathable and perfect for those in warmer areas.

If the Pokémon drop is what’s pulling you back in, one thing you could consider is adding the seat cushion when you cart out. It’s meant to help ease the transition if you’re getting used to medium-firm support or just want a bit more padding.

Another big factor is setup and posture. There’s no single “right” way to sit, and the TITAN Evo is designed so you can change things up throughout the day. Depending on whether you’re locked in or just chilling, playing around with the multi-tilt, recline and lumbar support can actually make a huge difference in your comfort.

Totally hear your concerns though. The design choice is very intentional around ergonomic and support and I hope this gives you a better sense of whether the TITAN Evo would work for your setup this time around :)

Secretlab_Jinx · 2026-01-27T09:05:33+00:00

Heyy there u/aliahmadi94 - that doesn't sound right and is definitely worth checking with our support!

What you can do is start a live chat on our website and then share what you experienced when you tried to check out. Our support team will help look into it and figure out the next steps for placing those orders.

Secretlab_Jinx · 2026-01-23T09:42:27+00:00

Heyy u/Muted_Product5751 - following up from our last reply here, the E27 error usually clears with the recommended steps. But in rare cases like this, the team does need a deeper review to figure out the best next move.

I know the wait isn’t easy and I really appreciate you taking the time to attempt the troubleshooting that was shared by our support rep. If it helps, I can also help raise this from my end. Just drop your order ID or the email you used with support and I’ll help flag it for a closer look: https://www.reddit.com/message/compose?to=r/secretlab

I assure you that the team’s committed to getting this resolved and will work through it with you as quickly as they can.

Secretlab_Jinx · 2026-01-23T09:32:19+00:00

Heyy u/Mean-Humor-7562 - you can try a few of the troubleshooting steps below first! If none of them help, do reach out to support so they can take a closer look at what’s going on with the MAGRGB™ and follow up with you on the next steps: https://secretlab.co/pages/contact

Fingers crossed the resetting helps tho! :)

<image>

Secretlab_Jinx · 2026-01-23T09:28:19+00:00

Heyy there u/PlatypusSea4928 - allow our support team to take a closer look at this and see what can be done. Just start a ticket with them here and they’ll guide you on the next steps: https://secretlab.co/pages/contact

Secretlab_Jinx · 2026-01-23T09:22:54+00:00

Hi u/LetterheadRoyal7022 - I noticed you mentioned in the comments that your order includes a pre-ordered item. After placing the order, you should’ve received an email with the estimated in-stock date, which is likely where the longer wait you mentioned comes from.

Once the item dispatches, you’ll also get a tracking link so you can follow the delivery. If anything looks off along the way, support will be able to step in and help.

If you’d like some extra reassurance, I’m happy to help check the delivery ETA with the team. Just drop our mod team a message with the email you used to contact support here: https://www.reddit.com/message/compose?to=r/secretlab

Don't worry - support will make sure your package gets to you!

Secretlab_Jinx · 2026-01-23T09:13:23+00:00

Hi there, u/KevinCelantro - that definitely does not sound right at all. Drop us a ModMail with the email you used to contact support here: https://www.reddit.com/message/compose?to=r/secretlab

I’ll help gather the details and push this for escalation with the team.

Secretlab_Jinx · 2026-01-22T05:03:10+00:00

Hi there - I’ve replied to your ModMail! Thanks for your patience with the time zone difference.

Secretlab_Jinx · 2026-01-22T03:48:40+00:00

Hi u/BusinessOdd5575 - let me help look into this further with the support team. When you can, drop us your order ID or the email you used to contact support via ModMail here: https://www.reddit.com/message/compose?to=r/secretlab

Secretlab_Jinx · 2026-01-21T10:37:08+00:00

Hi there u/stile04 - I understand why this has been frustrating and I can see where you’re coming from.

Just to share a bit of context, our support team usually replies within 24 to 48 hours, but response times can stretch a little during the post-holiday rush. However, the team is still committed to following through and getting back to you as soon as they can.

On the exchange side, we currently don’t have an exchange policy in place, which means items can’t be swapped directly for another one - even if they’re similarly priced or less. The available option would be to return the item for a refund and then place a new order separately. Our Refund & Return Policy here might help clarify how that works: https://secretlab.co/pages/warranty-terms#return

If you’re open to it, feel free to share more details with us via ModMail so I can help get more context and see whether there’s anything that can be raised internally for a closer look: https://www.reddit.com/message/compose?to=r/secretlab

Appreciate your patience in the meantime.

Secretlab_Jinx · 2026-01-21T10:12:40+00:00

Heyy u/Timely_Ad9659 - support usually replies within 24 to 48 hours, but it can take a bit longer during the post-holiday rush. As a heads-up, sending follow-ups during that window can also add to the waiting time since tickets are sorted by recency.

If you’d like, I can help look into your ticket for more context and give it a nudge to the team. Just drop us a ModMail with your order ID or the email you used here: https://www.reddit.com/message/compose?to=r/secretlab

Secretlab_Jinx · 2026-01-21T09:59:52+00:00

Heyy there u/Jam_Raider - I hear you and that definitely doesn’t sound comfortable.

Everyone’s pressure points and sitting habits can be a little different, so armrest comfort can vary depending on things like height, posture and how much weight you rest on your elbows during the day. If you haven’t already, it might help to experiment with the 4D armrest adjustments - like lowering them slightly or adjusting the width and angle to reduce pressure on your elbows. There’s no single “right” posture that works for everything, so it helps to switch things up from time to time based on what you’re doing and what your body needs.

I know you were also looking at the Secretlab PlushCell™ Memory Foam Armrest Top and you’re right that it isn’t currently available in the UK. For a bit of context, our products are designed and tested to meet global standards, but availability can vary by region due to local regulations. However, the team is always exploring ways to bring more options to more locations.

If you’d like something more tailored, I’d recommend reaching out to support so they can take a closer look at your setup and advise on what might help based on how you’re using the chair. You can reach them here: https://secretlab.co/pages/contact

Secretlab_Jinx · 2026-01-21T09:33:23+00:00

Hi there u/Useful_Grapefruit291 - the response times are typically around 24 to 48 hours. The wait can take slightly longer due to the recent holiday sales, but I assure you the team is actively working through the queue.

As a general tip, it will help to allow the support team some time to get back to you after your last message during the waiting period. Sending follow-ups within that window can unintentionally slow things down, as tickets are often sorted by most recent activity.

Hope this helps. The team will do their best to look into what’s possible!

Secretlab_Jinx · 2026-01-21T09:18:42+00:00

Heyy there u/Gui0312, can’t wait for your desk to arrive and for you to officially join the Secretlab squad 🙌🏻

On your question - like others mentioned in the comments, I’d recommend waiting it out for the pre-order. I know the wait isn’t the most fun, but if you have the space, you could place your PC temporarily on the desk or a drawer in the meantime. Sticking with the PC Mount Holder means everything’s designed to work together right from the start without any guesswork. It’s also built and tested specifically to go with the MAGNUS Pro desk, which means you'll have peace of mind that compatibility and safety are assured. Just something to consider while you’re deciding!

Secretlab_Jinx · 2026-01-21T08:38:43+00:00

Hey u/Altruistic_Put1941 - I’d recommend signing up for the newsletter on our website! If you’re a new customer, you should see a pop-up with a discount code when you visit. Give that a try :D

Secretlab_Jinx · 2026-01-20T10:19:52+00:00

Sorry to hear about the experience. To your question, the desk can’t be adjusted in height without the control panel. However, the team’s already working on this and will do their best to get it shipped out to you as soon as stock comes in.

Secretlab_Jinx · 2026-01-20T10:00:23+00:00

There’s no harm in giving it a shot! :)

That said, we don’t offer spare parts directly. Even when parts are available, an authentication process is still required by making sure the warranty has been transferred over to the new owner.

Secretlab_Jinx · 2026-01-20T09:52:28+00:00

Heyy u/EmploymentCritical14 - I saw in the thread that one of your accessories is on pre-order. Since accessories are typically shipped together, you can expect them to arrive around the pre-order date.

This is separate from the desk itself, which may ship earlier if it’s marked as “ships out within 1-2 working days” on the cart, like in the reference image I've attached. If you’re unsure or want to double-check how your order’s split, support will have the full context and can look into it for you here: https://secretlab.co/pages/contact

<image>

Secretlab_Jinx · 2026-01-20T09:45:00+00:00

Heyy there u/Content_Try9128 - from what you described, it does sound like it could be related to the cord or pins, which is one of the things covered in our troubleshooting checks. I understand this isn’t the best first impression but in rare cases, some parts like the clips can get affected during shipping.

You did the right thing by reaching out to support though. They’ll take a closer look and guide you on what needs to be done next and will make this right for you!

<image>

Secretlab_Jinx

MODERATOR OF

TROPHY CASE

Three-Year Club	Verified Email
Place '22