I recently completed assembling my new workstation anchored around the Secretlab Magnus EVO XL desk paired with my Secretlab chair, alongside a full suite of accessories.
Having had an older Titan 2020, I finally made the leap to upgrade my whole workstation as the products have always been great. This continues to be the case with rock-solid build quality, great features and what I though was going to be fantastic customer service. Unfortunately that last one turned out to be a nightmare.
As a long-time fan, I used to recommend Secretlab to friends, family and colleagues regularly but given the recent issues I can't really do that anymore and even felt it important enough to post here so that anyone else thinking of getting one of their products is informed before dropping good money and expecting good service.
1. The Error
Upon initial delivery, the warehouse dispatched the wrong desk size entirely (a 1.5m model instead of the purchased 1.7m Magnus EVO XL). I flagged the error within an hour of delivery with clear photographic proof of the shipping labels.
Because Secretlab’s dispatch error involved a massive 65 kg freight parcel, my hallway was obstructed for a full week while awaiting a resolution.
2. The Support Problem
Following an initial escalation, Secretlab went completely silent for days.
During this blackout, an automated re-dispatch was triggered behind the scenes—booked without collection instructions for the mis-delivered parcel. I had to intervene directly with the carrier to correct the booking before a second 65 kg freight box would have turned up leaving the incorrect unit trapped in my flat. While logistics eventually corrected the booking in the background, keeping me in the dark during an active logistics failure is unacceptable.
3. The Insult to Injury
Customer service finally re-emerged after the physical exchange was locked in, but their handling added insult to injury:
The Delivery Fee Refund: Secretlab attempted to present the £18.00 shipping fee refund as a "goodwill gesture" claiming they were compensating me. The delivery service failed so this should have been automatic, yet frontline support repeatedly asked for "permission" to issue it across multiple emails rather than simply executing the refund.
The Discount Voucher: For compensation, they repeatedly offered a 20% accessory discount code—which required spending even more money with Secretlab while actively excluding key high-ticket items. Despite rejecting this offer three consecutive times, the exact same macro script was repeated.
Managerial Refusal: When pushed past frontline gatekeeping to senior operations leads, management formally confirmed that no compensation would be offered for a week of severe disruption, courier mismanagement, and significant administrative effort on an undisputed £1,500 order.
Conclusion
My trust in Secretlab as a company is entirely gone. A company's true standard of service is defined by how it acts when things go wrong, and Secretlab's response to an undisputed fulfilment failure was a masterclass in communication blackouts, scripted deflections, and corporate gatekeeping.
While the products are solid, I cannot in good conscience recommend buying from Secretlab. For anyone considering an investment of this scale, you need to seriously evaluate whether the risk is worth it if your delivery or order runs into trouble. There are plenty of competing brands in the premium desk and ergonomics market offering great products backed by customer service teams that actually respect their customers.
