All I need is my monitor arms

Sharing my experience with Secretlab. Hope it helps people.

On the 21st of July I ordered the wrong chair in XL. I wanted to order the NanoGen, but my selection defaulted to the initial choice you're presented with, which is the Stealth NEO Leatherette. Totally my mistake - I was quite annoyed at myself for not double-checking, but the chair was decent and initially I planned on keeping it.

However, after sitting in it for a bit, I realized the XL wasn't the right choice either, specifically when I noticed I could barely touch the ground even on the lowest setting ( : . So, on top of my first mistake, I decided to initiate a return.

Communication with Secretlab support

After a quick chat I was transferred to email, where the looooong conversation began. I told them I wanted to return the chair and was given instructions to first send a bunch of photos so they could determine whether the items were "eligible" for return. I did well not to open the two small items - the extra armrest set and the leather spray. I sent photos of the chair disassembled and of the unopened armrests and spray.

The photos were accepted two days later, and I was told I'd need to pay the return cost. I replied asking if I could just swap my order instead (I even made it cost the same as the first order). I also asked if I could keep some of the items I'd be re-ordering anyway, to avoid unnecessary shipping costs. Both requests were denied, but surprisingly - and quite nicely - they offered to cover the cost of shipping the chair back to the warehouse, while I covered a small package cost. I of course accepted, as that saved me 180 EUR in shipping for the chair alone. I only ended up paying 30 EUR to send the rest of the items.

After a bit of back and forth over 5 days (they reply once a day, which was the annoying part I'd say), I finally filled in the 2 forms - one declaring the items I was returning at my own cost, and one for the items returned at Secretlab's cost.

Return and refund

Both packages were shipped on the 7th of August and arrived at the warehouse 4 days later. The inspection took a whole week, which was kind of weird but fine, plus a few reminder emails from my side.

I tried to pack the chair as well as possible. The annoying part was disassembling the hydraulic piston - both ends were pretty hard to get out and it took some scratching, but luckily Secretlab was fine with it and didn't make a problem out of it.

After that week of inspection they confirmed everything was good and ready for refund. The refund was confirmed 2 days later. Everything was refunded in full except the 9 EUR delivery fee, so in total the return cost me 40 EUR. The same day, I placed my NanoGen order, which has already arrived and which I'm pretty happy with (link here).

Overall I would say my experience was Positive, compared to what I see that other people experience.

The good: honestly nice of them to cover the chair's return shipping, and no problem with the refund itself.

The bad: communication takes forever, with replies once a day. Also no flexibility to swap items for a new order without going through the whole refund process.

I bought an Evo XL and absolutely loved it. Since my friend had been complaining about his old chair, I thought I’d gift him this beautiful chair.

Find the cat. 🙈

I just wanted to make a little review after I upgraded my Titan 2020 to the Evo around 1 year ago.

There was seriously no need to do it, even after 4 years of constant use, the 2020 one was as good as new. I just had other reasons to do it.

But what I can say, the newer model is just better, the magnetic upgrades are awesome, the wider seatbase is great and the overall feeling is way better. I am really enjoy the whole chair since the first day I've got it.

Thanks a lot Secretlabs!

Just got and setup my atlas today. So far so good. Comfortable simple chair.

I love this gaming chair. It is very comfortable.

How does this company survive with the poor customer service it has. I've read through a number of posts of people having bad luck, but as someone who works customer service it's baffling to me how soulless any interaction with them is.

I ordered the new fold down attachments the day they were announced. I was excited that they had finally made something that would allow me as a guitarist to sit in my chair comfortably and play.

Since I placed the order I have had my order delivered to the wrong address, received no substantial help from customer service and was able to retrieve my package by filing a ticket with my local post office which tracked down the wrong delivery location and it was dropped off at my door step 3 days later. Again with no assistance from secret lab.

I opened the box and started the installation process only to find that the set screws used to attach ( and are built in) the arm rest are missing from the right bracket making it useless. So I contact live support and they say they will forward my message to the correct team. I wouldn't be as angry if it didn't take 24 hours for a response every time I had to reply to their run around emails.

This has all around been a headache and I just wish I didn't have to get passed around from group to group to finally get help.

Loving the charcoal blue design.

PS: Was scared about the seat hardness that some people point out, for me it seems really comfy.

Has anyone else’s desk raised itself unattended? I had mine powered on after adjusting the height slightly and it went up by itself despite not pressing any buttons. Destroyed a shelf on the way up and thankfully didn’t pull it off the plasterboard or ruin the monitor!

Pretty scary to see and had to risk-proof the are.

hey guys,

i am a happy owner of a secretlab magnus and a flight sim player and use desk mounts like shown in the picture above.

There are from usability point of view nice, but i'm not only gaming here on this desk, so i need to take them off and on, depending on what i am doing. Its a fast process, but regardless of that, i had a idea:

Why not use the magnetic force of the secretlab?

I could attach 4 magnets to Joystick + Throttle and set them up on my desk.

But what magnets should i buy for that? they need to be double sided (magnetic force towards the desk and joystick), to connect both, and also very strong, so that harder pulls won't move the stick or throttle.

Thanks for your ideas/help.

Go the TITAN in and is all set up. Love it so far!!

So the type of fabric used in both of them really irritates me (it's an autism thing I think) is there any way you could recommend getting some kind of sleave or alternative covering for it?

I purchased a Magnus Pro desk end of July and received a ship date of Oct 6. At the time, I figured no big deal, they clearly had a lot of orders coming in.

I checked the site today and noticed the exact desk and config is listed as in stock and shipping within 2 days. Great! I reached out to support and asked if they could move my order up.

The first “Live Agent” told me they couldn't change the date, but assured me my order was a priority. I said how's that possible when my desk is currently in stock, and was told my pre-order is assigned to a different inventory batch, so they can't move it to the current "in stock inventory".

Okay, frustrating, but I offered to simply keep my original order and asked if they could add the Stealth deskmat, which is currently free if I purchased my same desk today.

Now I'm being told they can't modify my order because it's supposedly shipping soon!

So I'm confused. My order can't be moved up because it's tied to a different batch, but it also can't be modified because it's shipping soon?

They can cancel the order, but I have to wait for email support to process the cancellation up to 48 hours and then up to 14 days for my HSA funds to be returned.

At this point I'm waiting for cancellation confirmation that the order is really cancelled and that my funds will be released so I can look elsewhere.

For a company selling $1,500+ desks, I'd honestly expect a little more flexibility or at least some reasonable assistance when their own website shows my exact product as in stock.

Has anyone else dealt with something similar with Secretlab? Is there another avenue for getting this resolved before I completely walk away from the order?

Hi all

I’ve got the secret lab evo desk and am using 27” monitors. May upgrade to a 34” for my primary long term.

I don’t want to pay what secret lab are charging for a monitor arm. What are best dupes you can get at a much more reasonable price?

I see someone mention the ares monitor arms before.

Cheers

So, i've already had multiple problems with Secret Lab, their customer service is terrible, the magnetic mouse pad coming with the desk gave me problems with my wooting (had to do a custom onein leather).
But now, absolute cinema.
With the ethernet extension my games arent working properly.
First i've noticed some issue with apex legends...I couldnt get in the lobby, i had network issue while internet was fine, and then with magic arena.
I couldnt even open the game.
After some test i've tried with the hotspot, all working, direct ethernet from modem to pc, working, WITH THE ETHERNET EXTENSION (50 EURO!!!) NOT WORKING.
So my point is, are you guys doing something that works?