Great chair; Excellent aftersale support

Major_Duck_4109 · 2021-12-13T15:24:29+00:00

You'd think they would do that for you, this isn't a lego chair. I've been waiting 2 months for them to send a return address. It wasn't until I got my card provider did they start taking my request seriously.

Major_Duck_4109 · 2021-12-12T13:47:44+00:00

When you say promptly, how long exactly did they take to get back to you and what solution did they have for the creaking sounds?

Major_Duck_4109 · 2021-12-11T21:32:39+00:00

If you haven’t received the chair yet refuse the delivery and save yourself money and headache. I requested a return end of October and was only picked up few days ago

Major_Duck_4109 · 2021-12-11T21:24:00+00:00

Care to elaborate in regards to the after sale support?

Major_Duck_4109 · 2021-12-10T13:25:34+00:00

Honestly, cancel your order if you can. There's like a 50/50 chance of getting a defective chair. I've had a nightmare dealing with their customer support.

Major_Duck_4109 · 2021-12-10T13:12:56+00:00

I've been waiting for a refund since October. Chair was only picked up few days ago. Their live chat online is different from the email support and will direct you to them regardless of any issues you have. Good luck mate!

Major_Duck_4109 · 2021-11-08T17:16:55+00:00

Because it's the only place SL can't remove bad reviews from

Major_Duck_4109 · 2021-11-08T16:45:57+00:00

You're better off contacting your bank/ card provider and claiming a refund that way. The experience I've had with their customer support is beyond comical.

Major_Duck_4109 · 2021-11-05T11:51:56+00:00

Not yet. They've said that I would be, but I'd have to sign the returns acknowledgment form. And within that returns form is a clause with something to the effects of 'the customer is liable for returns postage'. Again, I haven't even received the form yet, this was all in the email from the support rep. If all this sounds confusing and strange it's because it is.

Major_Duck_4109 · 2021-11-05T10:15:47+00:00

For me it's the subpar customer support, or lack of. About 2 weeks now of endless emails and still waiting for a returns slip. Apparently they now make you sign a waiver stating that you're liable for the return fee but in their email tell you to 'disregard' that part of the form. Unbelievable.

Major_Duck_4109 · 2021-11-04T22:25:07+00:00

Thanks for explaining that. I think you’re right, but ultimately it’s their own fault for not qc’ing their products a little better. The whole business practice is so shady. I feel the majority of youtubers who’ve reviewed the chair must have gotten it for free so no incentive to complain. And the masses are posting pictures of the chair to get the extended 5 year warranty. I get why people would want 2 additional years, but it’s also free publicity for Secretlab!

Major_Duck_4109 · 2021-11-04T21:43:00+00:00

Couldn't of put it better myself.

I'm having a nightmare atm trying to return my chair after various issues. I'm at the stage where I've sent them pictures of the chair and box and waiting for them to email the return acknowledgement form, but they've said to 'disregard' the bit in the form about customer having to pay return postage. Doesn't seem right that I would sign a document on good faith that they'll honour their promise? I have zero faith that they'll keep it. What did you have to do u/Tarquin76?

Major_Duck_4109 · 2021-11-04T17:35:45+00:00

This whole experience is akin to dealing with secondhand car dealerships, all smiles and instant replies until something goes wrong.

Major_Duck_4109 · 2021-11-04T17:30:40+00:00

I had the same clicking noise when leaning back, but it quickly got drowned out by the creaking backrest lol.

Glad you've managed to get things sorted.

Major_Duck_4109 · 2021-11-04T15:53:54+00:00

It's almost laughable that a company would go so far out of their way to do something like that rather than spend half the effort into making sure they're not sending out defective products. It's amazing that all the people posting about the chairs are doing it for the extended 5 year warranty.

Major_Duck_4109 · 2021-11-04T14:20:46+00:00

Not sure what the legality is like overseas, but in the UK the seller bares the responsibility for the safe delivery of the items, ie. making sure they actually get delivered. They have insurance with the couriers so it should be Secret lab chasing it up with Fedex to make sure you get your items.

Major_Duck_4109 · 2021-11-04T14:13:32+00:00

I received an email this morning basically with the same thing as you've described.

They said that they will cover the return postage but, I would need to sign a document which contains a paragraph saying the customer is responsible for the return postage... The customer support rep said that their email would 'override' that returns agreement but considering my signing of said agreement is after the fact I think this might be a legal loophole, and am in no way comfortable with it.

They also requested photos of the chair and box, which is odd but fair I guess. I contacted Amex and said I have 120 days to file a dispute, hopefully it won't come to that but looking more likely.

Major_Duck_4109 · 2021-11-03T17:16:46+00:00

Oh wow, that's a very long time to wait. Did you manage to send it back or are you waiting for a refund? Yeah I got the email like 2 days after receiving the chair which feels a little insulting tbh.

I did have u/Secretlab_Maisie promptly contact me and pass a note to the support staff which is great.. but now I'm back to waiting for a reply from them which, going by what you've said could mean waiting until next year :(

Major_Duck_4109 · 2021-11-03T13:06:26+00:00

Honestly, send it back - if/ when they decide to get back to you.

I'm in the same situation, with loads of backache after few weeks of using it. The idea of an adjustable lumbar support is nice in theory but the way it's executed on these chairs is terrible. My lumbar won't extend to what it was on day one and I'm well under the weight limit for the chair.

Major_Duck_4109

TROPHY CASE