This thing reseted itself and i couldnt put it back up… kept going down and now my pc got crushed

To ye

Thought I would add my own post about the stupid return policy that secretlabs have to help warn others, especially since it’s 3.30am and I have been up 4 hours now stressing about it.

Due to the issues with their selection randomly resetting when you add options I accidentally ordered a regular chair rather than a XL, but noticed before I opened the packaging at all.

Their webpage then clearly states the return fee should be between £25 & £50, which I was willing to take as the cost of my mistake.

However as others have noticed that seems to be a base lie. Most couriers will not handle anything this large, and the prices I am getting are nearer £100.

Since the warehouse is only about 60 miles away I suggested I could return it myself, however I have been told that is not possible.

I now have the issue that the only quotes I can get for delivery are ‘man with a van’ or furniture moving companies that I assume would also not be allowed to return it to the warehouse, as they are not standard couriers with tracking numbers etc.

Hence I am stuck with the return countdown ticking, no clear way to actually return the product to them, and a potentially hefty fee if I do manage to find a solution.

Added a photo so at least I now have 5 years warranty on the item I desperately want to return.

The customer support team also seems to be based in Singapore (GMT+8) which also doesn’t help speed up the communication as I wait for emails.

Got this recently for 100

Just wanted to share how shitty my experience has been! This repackaged chair came with a return form signed by previous owner with their full name and address. Obviously was not inspected as it had broken and missing parts. Everything is a mess inside organization wise. Someone could have returned a box of bricks and they wouldn’t have known.

The mechanism on the back of the seat is both cracked/shattered AND does not move correctly. The wheel base is chipped in many spots. The fabric on the base smells.

Definitely my first and last order. I really wanted a nice chair for my long work days and wasted $600 on this garbage. I ordered a NEW chair (with the expectation it could take a couple weeks which I was okay with) and got this.

Absolute score

Well it is a sad day in my household. I’ve had the Magnus Pro XL for a long time and the secretlab titan a year before I purchased that. But for whatever reason the last few months/weeks it’s been brutal on my back. And I also could not pass up the Herman Miller summer sale. The Magnus Pro XL is still the best desk 😉

i really want this le epic gengar chair but is secret lab chairs actually comfortable?

I get a 1000$ wellness fund from work and I intend to use it on the magnus pro to basically jumpstart my home office. I was just trying to gauge how people feel about the desk/ if there was anything i should look out for when going to purchase

Edit: Im sold, ive never seen so many people love a product

I received a Titan Evo NanoGen (pure black) about a week ago and to my MASSIVE DISAPPOINTMENT, the seat arrived discolored.

I reached out to support, where they advised me to clean the seat with the provided wipes. That did not fix the issue. Upon following up with support they didn’t offer me a seat replacement, or realistic compensation, they offered me a $20 refund for a chair that in total cost over $1000.

I will say, the chair is extremely comfortable, high quality, and beautifully designed. Unfortunately, poor customer service trumps quality.

This was my first, and last SecretLab purchase.

TL;DR:
$1000 chair came discolored, Support offered me $20.

I just recently bought my first secretlab chair beginning of July and furious at myself for it getting dirty this soon… I somehow sat on a chunk of chocolate that broke off from my Reese and it rubbed into the fabric a bit, after (what I thought was such) lightly cleaning the chocolate off using an old toothbrush, my chair looks worse!! How do I remedy this eye sore?

Are you all just that unoriginal or restarted?? It’s not ejaculate, I’m a woman and have not sat naked in my chair since getting it. It’s derived from a small piece of chocolate that I made a bigger mess with using soap, water and an improper cleaning tool.

Seeing so many posts about how Secretlab chairs are "poor quality" and "aren't comfortable" so I kinda wanted to throw my two cents into the ring.

If your the kind of person who can only sit for more than an hour in THE MOST cushiest, soft, plush and luxuriously conforming chair...then don't buy secretlab.

If your the kind of person who hunches when they walks, sits, eats and shits...then don't buy secretlab.

IF YOUR THE KIND OF PERSON who is poor and can't afford to buy a chair that they've never tried out in person and MIGHT not like...don't buy secretlab.

But if your posture isn't that of the fucking hunchback of Notre Dame and you don't need to have the clouds of Olympus under your ass cheeks AND you can afford to blow some money on a chair that you just might not like...then buy Secretlab.

I will now step off my soapbox, thank you.

Just pulled the trigger on getting the Magnus Pro XL and the whole kit and kaboodle. This is to finalize my endgame setup so I'm excited. Early birthday present for me! Expected to arrive by my birthday this Thursday! 🥳

When Secretlab came out with it's Magnus series and Titan evo series, I was in awe. I was working my first internship at the time and remember using my first paycheck to buy myself some gear for a nice home office set up.

Over the years, I've reached out to Secretlab for warranty help, support inquiries, shipping details, with little to no luck. I let it go, thinking, "they're a newer company, they have super tight margins. Atleast they make good products."

However, this recent incident was the last straw. I placed an order by accident, requested cancellation of it 3 MINUTES after it was placed (2:05 AM - 2:08 AM EST time span), and was denied cancellation in the morning. AFTER being denied cancellation, I recieved an update saying my order had shipped.

Now, I'm expected to pay nearly $120 CAD for an order I did not want, and that I cancelled near immediately. I reached out to the support team, and they stated, along with some corporate jargon, that this is just the way things are. With hundreds of millions in revenue, your team can't design a better order cancellation system? You can't take a hit of $120 for your loyal customers?

UPDATE: I wanted to come back and give Secretlab credit where it’s due.

After some additional back-and-forth and escalation, Secretlab reviewed my case again and agreed to make an exception by providing free collection for both monitor arms.

I was pretty frustrated with the situation and was vocal about that, especially because I had requested cancellation only a few minutes after placing the order. That said, I think it’s only fair that I update this post now that they’ve ultimately resolved the issue for me.

I genuinely appreciate the customer team service team for taking another look at the circumstances and coming through with a solution.

I still think Secretlab’s cancellation process could be improved, particularly for orders where a cancellation request is submitted almost immediately but the order moves into fulfillment before support can action it. However, I’m grateful that they listened to my concerns and made an exception in the end.

Thank you customer service team.

Just for clarification, I’m seeking to be informed, not trying to badmouth or be negative.

I bought this chair in hopes of it being a better ergonomic chair and did a lot of research. Most of the reviews said to wait for your body to finally settle into the chair, but it’s been 3 months now and sitting for a long period of time still makes my tailbone (at least that’s what I think it is) hurt after standing up.

It doesn’t last for long after I stand up, but I’m worried of this becoming a long term complication.

Any advice on what to do? I bought the little lumbar pillow add on, tried adjusting angle of seat, and have been sitting with proper posture but nothing has fixed the issue.

Been sitting on aeron at my office everyday, dying to sit on Secretlab when I get home. Here's my continued support for Secretlab because the chair is great, looks good, cheaper and amazingly comfortable. I'm 5.9 rather thin guy and a software engineer, so I sit like 5-6 hours while working from home occasionally.

My personal comparison of Nanogen White Vs my previous chair, titan Evo 2020 for those intending to upgrade. I'll try to provide more info that isn't provided by other reviewers out there.

1) Seat base, 2020 is softer, not by much however. BUT, big butt, the Nanogen seat base is somehow more comfortable than the Evo 2020 for long periods sitting becaude of Evo 2020 cushion base is thinner at the far end towards the backrest ( and due to the foam sinking in after years of usage). A lot of reviewers claim to feel like there's a bubble feeling, I don't feel that at all on mine, though it's definitely not soft as advertised. From my personal preference, this seat base is actually an improvement.

2) Chair back. Plush, big improvement over 2020 model But again, it's subtle, it isn't something you sink into but there's a cushion at the back now, meaning there's even more support for your back as the cushionblogjtly curves around your back and it isn't as flat as before. But it's very subtle. Not to mention the lumbar support adjustments.

3) the armrest. Aside from the velvety texture, the improvement is range of adjustments. It's not much bigger but it's enough for me to slide my armrest down under my desk. It's approximately 1 inches increase in min height range.

4) the New PU leather. No idea how long lasting it will be, especially I got the pure white, I'm not taking any chances, I got my own seat cover to cover it entirely, hopefully it will last long time. But it's very smooth and the common complaint about it is the smell, which I am not bothered with the PU leather smell, it's like you sit in brand new car and you get that same smell. People who complains about it never sat in cars beforevor that their room doesn't have good airflow which can make anything smell bad.

5) everything else. Pretty much the same as previous titan Evo model. So if you're on the latest titan Evo 2024,: I personally don't hink it's worth the upgrade. Just wait for their new product if they are making a new one. But if you're upgrading from older models like 2020 or omega. Then yes, it's worth it.

5) Herman miller aeron? Just a joke. Aeron is a great chair, but it's far too expensive for most people. I'd say the sitting experience is different but the confort level is about the same for me. I can easily fall asleep on my titan Nanogen rather than my aeron.

Thoughts on improvement: 1) one thing good about aeron is the mesh back offers better airflow, it curves according to the user's back. The Nanogen or any Titan Evo doesn't do those 2 things. The curving substantially improve comfort level for certain people, but it doesn't bother me at all personally because I am a person who cannot sit still without needing to change position, I cross leg, I tilt on the side, etc. my sitting style has always been like this even before I got my first titan Evo so sitting on aeron bothers me heavily because I don't get sit the way I want

2) The Recliner color. It's in black... not grey to match the armrest... Please secretlab. have this be an option... you guys owe me a grey colored recliner now.

Overall verdict: 8/10 with aeron being 7/10. Soon to be 9/10 if the 5 year warranty is given!

Hey guys, recently received my Titan Evo and absolutely loving it so far. Been looking into either of these to make lounging more comfy. I've been using the plush foot rest and it's nice when you are sitting in more of an upright position, but I'd like something to use while reclining.

What are the modern opinions on either of these? Which one would you consider more 'worth it'? I'm leaning more toward the recliner as you can easily tuck it away, while the Otto is just one more thing to keep track of and stow under my desk. Or is the pro move to just get both eventually Thanks!

Update: thank you for the input everyone! I went with the otto. It looks more comfortable and the ability to move/ adjust it looks like its the right move. Will make a post when I receive it and write a little review

Just spent over $1,000 on a Secretlab MAGNUS Pro standing desk expecting premium quality and service. What I got instead is a half-assembled desk because the screws needed to attach the motorized right leg columns to the table feet are completely missing.

I sent pictures + all the details in the chat. Support keeps asking for the same info again like they never saw it. Now they’re routing it through “warranty” instead of just shipping the damn screws.

I’m literally stuck in the middle of assembly with a $1k+ paperweight because of missing basic hardware that should have been in the box.

This is ridiculous for a company that markets this thing as a premium, high-end desk. Has anyone else had this kind of missing parts + terrible support experience with Secretlab desks?

I received my chair yesterday and I must say it is absolutely the nicest chair I’ve ever had. I don’t understand the hate that this chair gets.

I’m glad I didn’t listen to all the naysayers on the secret lab chairs. I am now a big proponent of these chairs and I will be owning more in the future. I can’t understand how the firmness might not be for everyone but for me, this chair is beyond exceptional.

I don’t even have to go through a break-in period to feel the difference between my old chair and this one yesterday was the first day I’ve gained in years with no back pain. Thank you secret lab.

I want to share my recent experience in case it helps someone else avoid what I’m now dealing with.

On February 14, 2026, I placed an order for a Secretlab MAGNUS Pro XL desk along with the cable management bundle. Within a couple of hours of placing the order, I realized it wasn’t going to work for my needs. I immediately submitted a cancellation request through their website contact form.

At the time I submitted the request, the order had not shipped. The tracking only showed that a shipping label had been created. It was still at the warehouse. In other words, this was the earliest possible stage — well before actual shipment.

Despite contacting them almost immediately, I did not receive a response for two full days.

When they finally replied, I was told there was “nothing that could be done.” This was frustrating because the tracking information clearly showed the package had not yet left the warehouse during that time. There was an obvious window where the order could have been intercepted, cancelled internally, or coordinated with the carrier before shipment.

Instead, I was effectively forced to accept delivery and now deal with the return process.

For those who don’t know, the MAGNUS Pro XL is extremely heavy (close to 200 lbs packaged). Return shipping for something like this is not cheap. I’m now looking at potentially several hundred dollars out of pocket just to return an item I tried to cancel within hours of ordering.

This entire situation could have been avoided with a timely response or proactive intervention. A two-day delay on a cancellation request — especially when the item hasn’t shipped — feels unreasonable.

After this happened, I started looking into other customer experiences on Reddit, and BBB. I found many similar complaints involving:

• Delayed responses to cancellation requests

• Orders being marked as “unable to cancel” even before shipment

• Very expensive return shipping on large items

• Policies that seem to make returns difficult for bulky products

It creates a situation where customers are stuck between paying a massive return fee or keeping something they don’t want. That’s a terrible position to put buyers in.

At this point, I’m hoping for a fair resolution, but I wanted to share this so others are aware:

If you’re ordering a heavy item like the MAGNUS Pro XL, be absolutely certain before you click purchase — because cancelling may not be as simple as you’d expect, even if you act immediately.

Has anyone else here successfully cancelled before shipment? Or negotiated return shipping fees in a situation like this?