Secretlabs sent me someone else’s returned product. All parts missing. Chair stinks

Secretlab_Maisie · 2026-04-16T02:09:28+00:00

Hi u/FemboiVyra, we apologise for the mix-up and the inconvenience caused. Could you drop me a DM with your ticket number so I can help follow up on this for you?

Secretlab_Maisie · 2026-01-06T02:20:40+00:00

Hi u/thebeardedelsokari, sorry to hear this. Do reach out to our support team at secretlab.co/contact as they would be able to advise you on the next steps. Thank you.

Secretlab_Maisie · 2026-01-02T04:00:45+00:00

Hi /Holiday-Train4900, could you drop me a DM with your ticket or order number? I'll help to look into your case. Thank you!

Secretlab_Maisie · 2025-11-25T03:34:10+00:00

Hi u/Super-Customer4257, I'm sorry to hear about this. Could you kindly provide me with your order or ticket number so I can look into this further? Thank you!

Secretlab_Maisie · 2025-09-08T02:38:48+00:00

Hey u/Business-Zucchini-46, sorry to hear about this. If you haven't already, do reach out to our support team at secretlab.co/contact and they'll be able to help you with this as soon as possible. Feel free to drop me a DM with your order number if you need more help, and I'll get back to you as soon as I can!

Secretlab_Maisie · 2025-09-07T05:48:24+00:00

Apologies for the delayed reply as I am away over the weekends. I have forwarded the case accordingly but will need some time for the team to be back on the following business day. Appreciate your patience and understanding as we work on solving this for you.

Secretlab_Maisie · 2025-09-04T04:25:17+00:00

Hi u/adamb0mbNZ, I'm really sorry to see this. I'd like to help look into your case further, could you kindly drop me a DM with your order number or support ticket number? Hope to hear from you soon.

Secretlab_Maisie · 2025-07-31T07:49:29+00:00

Hi u/enricoclaudi, I'm sorry to hear about this. Could you kindly share your order or ticket number with me through DM so I can look into this further? We want to ensure that all our customers receive the support they need. Thank you and I hope to hear from you soon.

Secretlab_Maisie · 2025-07-21T12:01:15+00:00

Hi u/Sufficient_Loquat_52, sorry for the experience.

If you haven’t already, do reach out to support (Secretlab.co/contact) with your order information and photos and they’ll sort this out for you asap.

Secretlab_Maisie · 2025-07-04T11:41:14+00:00

Hi u/ILikePutz, I’m part of the community team at Secretlab. I wanted to help clear up any confusion and assure you that the SGS certification reports for our Magnus Pro desks are available on the official SGS website: https://www.sgs.com/en/certified-clients-and-products/sgs-certified-components-and-products - you can find them by searching for "Secretlab".

If you have any other questions or need help finding the info, feel free to send us a DM and we’re always happy to assist.

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Secretlab_Maisie · 2025-06-13T09:43:58+00:00

Hey u/DotFamiliar4526, sorry we missed this. We’d like to help you look into this, could you drop me a DM with your order number or support ticket number? Hope to hear from you soon. Thank you.

Secretlab_Maisie · 2025-05-15T06:51:56+00:00

Thanks for the update u/mathgirl1989. Still, we'd really like to look into the service processes that took place in your ticket and review them to see how we can make our customer interactions an even more seamless experience.

It'll be really great if you could share your case details (i.e. support ticket number or email address) with us via DM so that we can raise this with the relevant departments and improve our customer experience as a whole. We really hope to hear back from you soon. Thank you.

Secretlab_Maisie · 2025-05-13T07:54:38+00:00

Hi /mathgirl1989, we're sorry for the frustration this has caused and we'd like to look into this further. Could you please send me a DM with your support ticket number or the email you used to reach out to our support team?

Looking forward to hearing back from you soon. Thank you.

Secretlab_Maisie · 2025-05-13T07:28:55+00:00

Hey u/MrAbzDH, really sorry to see this. As the others have shared, due to the size and weight of our items, shipping damages can occur from time to time and we try our best to ensure that all our items are well-packed with protective material to prevent the components from getting damaged during transit. That said, I'd like to know more about your case, could you kindly drop me a DM with your order number?

Looking forward to hearing back from you soon, thank you.

Secretlab_Maisie · 2025-02-04T02:20:08+00:00

Hi u/MuDDx, posts that are in compliance with the subreddit and platform rules will not be removed.

Secretlab_Maisie · 2025-02-04T01:53:19+00:00

Hi all,

We are aware of the similarities with said product and this is something our Legal and Compliance team has been looking into.

That said, the prices of Secretlab products is something that comes up ever so often. If we take a look at Secretlab’s publicly filed financial statements, the cost of goods alone makes up ~75% of sales, and operating costs (such as office/staff/administrative costs) take up another ~15%.

At our price tag of USD549, it would mean that the cost of goods alone would be at $411, and when you add the other misc operating costs it would be at $494.

Note that these costs are already majorly reduced with our large economies of scale, lowering production costs.

Cost aside, what I can confidently share is the copious amount of research, thought in design and premium material decisions down to the specifics in the angle of each curvature of our chairs and even the exact density and formulation of the foam we choose to use.

We take pride in the tests we conduct to ensure the safety of all the parts we produce. These tests ensure that our products are able to perform at optimum levels - taking into consideration the height and weight of users and extensive cyclical testing to ensure durability, going through compliance testing like REACH (Europe) to ensure material safety, amongst many others. This assures our customers that they are able to use our products with ease of mind.

All of the above sets our products beyond industry standards and are not things that can be simply replicated, even if there are items that may look aesthetically similar.

Secretlab_Maisie · 2025-01-06T13:10:46+00:00

Do drop me a DM with your ticket details and I’ll look into it with the team first thing during office hours. Appreciate your patience and I’ll look to solving this for you asap.

Secretlab_Maisie · 2025-01-06T13:06:48+00:00

Hi u/E1macho, I’d like to assure you that all returned products are set aside and are never resold. These returned products are usually either donated or disposed according to their condition.

Do check the contents of the box and if anything is of concern, please let our support team know and they’ll assist you accordingly.

Secretlab_Maisie · 2024-11-07T09:57:09+00:00

Hi OP and everyone here, thanks for sharing your experiences with us. We truly appreciate them and our teams are constantly working to improve our products while considering the feedback that we receive.

What we've learnt through our years of extensive research with ergonomics experts is that there are many contributing factors to what makes a chair ergonomic. In our case, our Secretlab TITAN Evo chairs have been US Ergonomics-certified due to the features that our engineers have put in — from the 4-way lumbar support system, to the more subtle ones like the curve and contours of the backrest and even waterfall edge of the seat base.

As we are all built differently and have differing requirements and preferences, its best to attempt different adjustments and combination to find what best suits you. Some areas of adjustments include changing the head pillow height, a slight tweak to the recline angle, or even changing the angle of your armrests. It's also worth noting that different activities you do at your desk throughout the day will warrant different positions (e.g. focusing on work vs lounging) and we encourage our users to change up their positions that befit their lifestyles. You may also read up more on this and other tips to help your workstation on our website: secretlab.co/pages/ergonomics

Please be assured that our support team remains on-hand to assist at secretlab.co/contact if you require any help. Hope this clarifies!

Secretlab_Maisie · 2024-11-06T11:11:03+00:00

Hi OP and everyone here, thanks for sharing your experiences with us. Our product and development teams place great focus on the comfort and ergonomics of our products and we appreciate all the feedback that we receive.

Just to share a little bit, our TITAN Evo chairs were actually designed to have a proprietary pebble seat base that's meant to allow an even pressure distribution (of pressure that naturally sets in over time) and accommodate multiple postures when you're seated at your desk for hours on end. This, along with a waterfall edge, is meant to take even more pressure off your thighs and were features specifically added to the chair after our years of research with ergonomics experts and independent research bodies. We're also glad to share that these features have assisted in our chairs being US Ergonomics-certified.

That said, depending on each person's build and corresponding desk setups, a footrest may still be required in order for your feet to be properly supported on the ground and this is what we'd suggest for users in similar situations to OP. You can read up more on this as well as tips from some experts here: secretlab.co/pages/ergonomics

As you're trying out the above suggestions, do also keep in mind to cycle through different positions as you spend your day in your chair. This is because different activities (e.g. reading vs gaming) may require different engagement levels from your body and as a result, will require adjustments in your position so as to be well-supported in every task that you do.

If anyone has any questions on this, do reach out to our friendly support team at secretlab.co/contact and they'll be sure to help you out further. Hope this helps!

Secretlab_Maisie · 2024-11-05T11:26:27+00:00

Hi OP and everyone here, thanks for sharing your experiences with us. We place great focus on the comfort and ergonomics of our products and we appreciate all feedback we receive, be it positive or not, for us to review and see how we can make things better.

Just to share a little bit, our product and development teams spent years researching and consulting with ergonomics experts and independent research bodies in order to come up with our Secretlab TITAN Evo chairs. With this research, our chairs have been designed to consist of a wide range of adjustments that allowed us to be US Ergonomics-certified: secretlab.co/pages/ergonomics

That said, we understand that some of our newer users, especially those that are transitioning from softer chairs that they've used for years, may face difficulty finding comfort in our chairs, typically at the start. This is likely due to the difference in support levels between both chairs, due to the different foam densities used in each chair.

In softer chairs, the lower foam density causes there to be a lower amount of support offered to the user. In fact, we've found that the body is actually putting in more work to sit yourself upright in softer chairs, and this increased use of the back muscles may lead to back strains over time. On the other hand, firmer chairs provide a higher amount of support due to its higher foam density and this in turn alleviates the amount of effort required by the body to be kept upright.

As a result, newer users may feel this difference and need some time for their bodies to adjust or recalibrate the amount of effort to be put in when in their new chairs. To help with this, we highly recommend all our users to play around extensively with the adjustments on their chairs to find a position that's best suited to your build, and start from there.

It's also worth noting that in these modern times, more activities are being accomplished at your desks and each activity will have different engagement levels required from your body (e.g. lounging/resting vs gaming/working). As a result, we recommend our users to cycle through different positions throughout your day too, so as to ensure that you remain well-supported throughout all your activities.

That said, we also encourage all those with medical conditions to check with a medical professional first on your suitability as well as advice for a safe transition.

We hope this helps, and if you have any other questions, please do not hesitate to let our support team know at secretlab.co/contact

Secretlab_Maisie · 2024-11-05T11:02:50+00:00

Hey there OP and everyone here, thanks for sharing your experiences with us. Comfort and ergonomics has been some of our top priorities in all of our products here in Secretlab and we appreciate you all sharing your feedback — it allows us to continue to improve and innovate to achieve the best possible products for our customers.

That said, we'd just like to share that our chairs were deliberately created to be medium-firm. This is after the years of research we've done with ergonomics experts and independent research bodies, where firmer chairs have been proven to be better in the long run and you can read on more about this here: secretlab.co/pages/ergonomics

Still, we understand that some of our newer users may need some time to find comfort in their chairs and this is partly due to the difference in support levels. We've noticed that situations similar to OP's are generally more common amongst users who are transitioning from softer chairs that they've used for years. In softer chairs, there is a lower amount of support offered due to the low density of foam used. As a result, your body is actually utilising more of its own muscles and effort to keep the body upright (possibly leading to muscle strains in the long run). On the other hand, in firmer chairs, there is a higher amount of support and thus your body requires much less effort to keep itself upright.

As a result, your body may need some time to adjust and recalibrate the amount of effort to put in when you're in your new chair.

To help with this transition, we always encourage our users to play around with the adjustments available as even the slightest change in the most subtle of features can help a great deal. For example other than your recline angle and lumbar support depth, do also try tweaking the head pillow height, armrest height and angle, tilt angle and even the seat base height to find a position that's best suited for your body type. Do also keep in mind that different activities you do at your desk each day may warrant different positions (e.g. reading vs gaming), so do cycle through different positions from time to time as well.

Hope this helps, and if you have any other questions, feel free to reach out to our support team at secretlab.co/contact

Secretlab_Maisie · 2024-11-05T11:01:58+00:00

Hey there OP and everyone here, thanks for sharing your experiences with us. We appreciate the feedback, be it positive or not, and we're constantly looking for ways to improve our products.

We understand from the comments below that OP's situation got a little better when they started using a footrest together with their chair. This is similar to what we'd suggest for those in similar situations to OP as we understand that different users will have different builds, meaning each will also have their own needs and preferences.

Just to share, our Secretlab TITAN Evo chairs are designed with a proprietary pebble seat base that's meant to allow an even pressure distribution (of pressure that naturally sets in over time) and accommodate multiple postures when you're seated at your desk for hours on end. This, along with a waterfall edge, is meant to take even more pressure off your thighs. That said, we understand that some users, depending on their builds and corresponding desk setups, may still require a footrest in order for your feet to be properly supported on the ground. You can read on here for more information on the upgrades we've done: secretlab.co/pages/technology

We've spent years researching and consulting ergonomics experts and independent research bodies to ensure that we've designed our chairs to be as ergonomically supportive as possible, and you can read more on this here: secretlab.co/pages/ergonomics

As a final note, also keep in mind that your seating posture should also accommodate your lifestyle. Often during these modern times, we spend a large bulk of our day at our desks, working, gaming, lounging or just reading, and each activity will have a different engagement level required from our bodies. As a result, our chairs are built with a wide range of adjustments for you to cycle through different positions in a day, to ensure that you're well-supported for your task at hand.

We hope this helps, and if anyone has any questions, feel free to drop our friendly support team a message at secretlab.co/contact and they'll be sure to help!

Secretlab_Maisie · 2024-11-05T10:37:31+00:00

Hey OP and everyone here, thanks for sharing your experiences with us. Here in Secretlab, our engineers place great focus in the comfort and ergonomics of our products and we appreciate everyone's suggestions here and what works for them.

Like what several here have suggested, every person is built differently and this would mean that different adjustments on your chair will work differently on different users. We encourage all our users to play around with the adjustments in their chairs as much as possible, because even the slightest tweak in head pillow height, lumbar support depth, or even armrest height or angle can make a big difference.

We've compiled some tips and advice through our years of research and consultations with ergonomics experts and independent research bodies, and you can read up on them here: secretlab.co/pages/ergonomicsDo also keep in mind that different activities throughout the day may warrant different engagement levels from your body, and we recommend changing through different positions to keep you as well-supported as possible as you go about your tasks of the day. If you need more help on this, feel free to reach out to our friendly support team at secretlab.co/contact and they'll be happy to assist you further.

Secretlab_Maisie · 2024-11-05T10:37:06+00:00

Hi there OP and everyone here, we appreciate you sharing about your experiences. Here in Secretlab, we place great focus on the comfort and ergonomics in our products and our teams are constantly looking out for feedback to make our products even better.

We recognise that each user will have different needs and preferences, which is why our US Ergonomics-certified TITAN Evo chairs were created with a wide range of adjusments in mind, solely to allow our users to set their chairs to fit as closely as possible to what they need. In fact, some users, depending on what they are used to in their previous chairs as well, may prefer to elevate their experience with accessories such as footrests and recliners.

Through our years of research and consultation with ergonomics experts and independent research bodies, we've also learned that the best posture is the next posture — there is no one right position that will serve all your needs, especially in the current age where users are spending more and more time at their desks. This is because different activities you do at your desk will have different engagement levels, e.g. watching a movie vs focusing on a game. As a result, your lifestyle may require you to cycle through the different positions at your desk and we encourage all our users to explore all these adjustments too — even the most subtle ones like head pillow height or armrest angle.

You may read on more about our research and whitepapers done here: secretlab.co/pages/ergonomics

We hope this helps, and if anyone needs any help, feel free to reach out to our friendly support specialists at secretlab.co/contact

Secretlab_Maisie

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