Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a desk, electric leg addition, 2 monitor mount, laptop mount, pc mount, and a surge protector. The desk and legs showed up in their own boxes. Then two days later a box showed up with a packing slip for all remaining items. The surge protector was missing. Since alerting the company I have been in support groundhogs day. They asked for photos which I sent, then told me they had to investigate a missing box. There is no missing box. The packing slip said all items should be in the box and they weren't. Email takes over a day to get back to you. When you chat with them they take no accountability, offer no help except telling me they will tell their "dedicated team" about my request to refund the missing item. Then i get an email where they ask me for the same pictures, tell me again they're looking for a missing box with the courier, and that they are replacing the item. It was a surge protector, I bought another, I don't want it reordered, I want the money back. I paid for expedited shipping and they refuse to refund the shipping even though the item never arrived.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The chair the company delivered is the wrong size. I need to exchange the chair for the correct size. The package they delivered is unopened, undamaged, and ready for shipping company to pick up. All the seller has to do is pick up package and refund money but they do not do anything other than say the refund and pickup have been forwarded to the appropriate department. This has been going on for two weeks

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre-ordered a nanogen chair on January 21 and also purchased the technogel "premium armrests". They did not come wrapped in plastic, they were boxed and not as advertised, they were hard and slick and much worse than the included armrests. I contacted customer support to request a return and I was denied because the support person told me that they wouldn't accept a return because they were not wrapped in plastic and it would be unhygienic. THEY SENT ME USED ARMRESTS! I explained how they did not arrived wrapped in plastic, I kept them in the original packaging and I never received a response again from customer support. I should receive a refund, that is unacceptable.

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/23/2024 I placed an order that included a computer desk, chair, and numerous accessories. I received those items quickly and almost all were in perfect condition. However, I had a problem with the heavy duty monitor arm that I purchased because it had a significant dent in the corner of one of the parts. Once assembling the monitor arm I noticed this defect I immediately contacted Secretlab on 12/4/2024 and explained the problem and sent photos. I asked them to send me a replacement for the one part that was dented. Over the next several days I was sent to 4 different representatvies and asked to send a video of the problem and more photos which I did. Two days ago I was asked again to send photos so they could send the right part. I had already sent them numerous photos and videos, the order number and photos of the item serial number. Yet, they didn't even know what monitor arm I had so they required me to send more photos??? In the last 8 days we have sent 26 emails back and forth just so I can get a defective damaged monitor arm replaced and I am still no closer to getting this replacement item than I was 8 days ago!! Per my last email I told Secretlab that I just want to return the item for a refund since this is going nowhere. And what did they do? They asked me to send more photos of the monitor arm!!!!! RIDICULOUS!!! I have already send photos and videos multiple times! Their policy is, in order to return and item and receive a refund, the customer must pay for the return shipping. The only reason I even want to return the item is because they are incapable of warranting the damaged product they sent me and send a replacement in a reasonable amount of time. I am requesting the return shipping address and RMA number to return the item. I feel they should pay return shipping since the only reason I'm sending this back is that they would not honor the warranty and send a replacement. They have wasted a ton of my time and made this a horrible experience!

  Business Response

  Date: 01/10/2025

  Hi ***** *******

  
  Thank you for raising your concern to us.

  We would like to apologize for the experience earlier sincerely.

  
  Please be assured that all products purchased from our online store will be covered under warranty as per our warranty polic** ******************************************************************************
  We acknowledge that the warranty claim process is taking longer than expected. We will thoroughly review this and strive to improve it in the future.

  
  We understand that you would like to proceed with returning the Secretlab MAGNUS Monitor Arm (Heavy Duty Edition) along with 2 x Mousepad. We have arranged for the items to be collected at no additional cost to you, and the refund has already been processed.

  
  Should you have any other queries, do feel free to let our support team know and they will be able to assist you.

  
  Thank you.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: ********
  I am rejecting this response because:

  The experience I had dealing with Secretlab was absolutely horrible and the WORST experience I've had dealing with any company during my lifetime, over 50 years. The situation should have been resolved 6 weeks ago with them sending a replacement piece of the monitor that arrived to me damaged. They were completely unhelpful and downright inept in their responses and actions in warrantying that item! Since they wasted weeks of my time and NEVER addressed and resolved the actual problem, they must vastly improve their customer service! I had no choice but to finally just purchase another monitor arm and return the defective one which took a total of 7 weeks and almost 40 emails!!! Secretlab, does that sound like good customer service to you? After I spent over $2500 on your products that's how you feel you should treat your good customers? Honestly, I wish I had never purchased any of your products and will never recommend you to anyone after this experience. You need to vastly improve your customer service because you make good products and if your customer service would have been decent I would have recommended you to dozens of friends....not now after the ridiculously horrible experience I've endured!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The wrong sales tax was applied to my invoice. I contacted Secretlab to adjust the correct tax rate which would give me a credit to the overpaid fees collected. I have chatted with Secretlab three times now and they still have not corrected the overpaid taxes. If this is what they call customer service it is truly a joke at this point.

  Customer Answer

  Date: 12/09/2024

  My tax rate is 3.9%

  Business Response

  Date: 01/10/2025

  Hi Sam ******

  Thank you for raising your concern to us.

  We would like to sincerely apologize for the incorrect sales tax charge.

  We have escalated this to the relevant team to resolve the issue and prevent its recurrence

  In the meantime, we wish to inform you that the incorrectly charged sales tax has been refunded to you through the same payment method used for your purchase.

  Should you have any other queries, do feel free to let our support team know and they will be able to assist you.

  Thank you. 
  

  
  

• Initial Complaint

  Date:10/18/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with this company on 10/04/2024 for $97.73. I ordered armrest replacements for my boyfriends birthday present. I received my order a week later. I opened the brown (delivery) box and inside was the armrests in another (product) box. This box was not taped nor wrapped in plastic, there was no seal of any kind. I quickly realized that this was not the right replacement part. I contacted the company several times over the next several day and they informed me that because the box was no longer in its wrapping and the seal was broken I could not return this item for the correct part. This item was never wrapped/taped/sealed in any way. They are refusing my return despite the company not having sent me this item in proper packaging. I want to order the correct item and never have to do business with this company, again.

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 16th 2024 I reached out to secret labs via online chat on their website to see if i could get some replacement legs for a desk i purchased from them a couple years ago. They said they don't sell them but my desk should be under warranty. They requested that I send pictures of the damaged legs which I know longer had since they were damaged and I threw them away. I told them I could send a picture of the desk with no legs but they said that wouldn't work and that they also wouldn't be able to sell me the legs which I was willing to pay for if needed. So now I have a perfectly good desk top with no legs.

  Business Response

  Date: 10/03/2024

  Hi Chris,
  
  Thank you for raising your concern to us.
  
  We understand that you were looking to purchase desk legs for your MAGNUS desk, our support agent has arranged for an order to be sent to you for payment. 
  
  Please let us know once payment has been completed via our ticket and we will expedite the shipment for you.
  
  Should you have any other queries, do feel free to let our support team know and they will be able to assist you.
  
  Thank you. 
  

• Initial Complaint

  Date:09/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I orders a desk and was sent a tent. I have chatted multiple times over 5 days asking for resolution. I was told a supervisor would email me but turns out they don’t have supervisors according to the chat I had today. I asked when I should expect the package and no answer. I paid $1500.00 and now have a desk with no legs. I asked what the longest I should expect it to take for a resolution and no answer has been provided. I have photos and chats from past 5 days.

  Business Response

  Date: 10/03/2024

  Hi John,
  
  Thank you for raising your concern to us.
  
  We deeply apologize for the unpleasant experience.
  
  Do be assured that we have expedited the correct item to be shipped out to you. Based on the information available to us, the current MAGNUS Pro Desk Box 2 was delivered to you 3 days after you reached out to us, on 21st Sep 2024. 
  
  With your permission, we can reach out to you again over email to follow-up on how we may be of further assistance.
  
  Thank you. 
  

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the chair on 8/17/24. I am seeking a refund for the chair. I didn't receive the chair, and the company is refusing to provide a refund. I have not received assistance on my order.

  Business Response

  Date: 10/03/2024

  Hi Le Li,
  
  Thank you for raising your concern to us. 
  
  We sincerely apologize for the experience that you had and we want to assure you that we will do our best to ensure that this doesn’t happen again.
  
  We understand that you did not receive the TITAN XXS chair and looking for a refund instead of receiving a replacement chair. 
  
  We will be providing you with a full refund via your ticket with us.
  
  Please kindly reply to the ticket so that our support agent can assist you with this.
  
  Thank you. 
  
  
  

  Customer Answer

  Date: 10/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Le **

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I selected items on their website, Secretlab Gaming Chairs & Gaming Desk | Secretlab US clicked the browser extension, had a $60 off coupon applied successfully, clicked "purchase" and was charged the original higher price, despite the lower price being displayed upon checkout 9/9/24. I spoke to customer support and cancelled the order immediately, but 24 hours later they shipped it anyway, despite me initiating multiple chat contacts through their website after each subsequent update email they sent saying they were going to ship the order. I warned them i would refuse delivery and charge back if they proceeded with delivery. they assured me it would not be delivered and then processed the order through delivery anyway.

  Business Response

  Date: 09/23/2024

  Hi Christian,

  I apologize for your experience and we are sorry to have lost you as a customer.

  I've reviewed your case and wish to address the following:

  Application of Discount Code - The code that you wish to use was not applicable to the items that you ordered for. Therefore, as with most, if not all payment gateway the code was removed at the final step of the checkout process as it could not be applied. We'll look internally to see if we can improve this.

  Cancellation of your order - I understand that you expressed your desire to have the order cancelled to our agents. However, as all of our orders that are in-stock are processed and shipped out as soon as possible in order for our customers to enjoy them sooner. As some time is needed to have the cancellation/hold request processed and have the orders removed from the shipping queue - this results in some orders not being able to be cancelled or held in time. In cases where the orders cannot be held or cancelled in time, we will contact the couriers to request for the items to be re-routed back to us and advise our customers to reject the items if a delivery is attempted. A refund will then be processed as soon as the item is on the way back.

  I've reviewed your case and see that most, if not all of the items are on their way back and we will process a refund for you as soon as we can. Please allow up to 14 days or less for this to be processed by your card-issuing bank and have it reflected in your account.

  Thank you for your patience and I hope that you can give us and the products a chance again.

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22268219, and find that this resolution is satisfactory to me.

  However, i disagree with explanation offered. Their code offered in exchange for my personal information mentioned nothing of limited application.  the code the price they showed me when i bought and the price they charged me were different.  both of which are egregious false advertising.  the items were shipped not requiring a  signature, which indirectly required me to be home in order to refuse delivery to multiple carriers in three separate shipments or be forced to pay return shipping on items weighing several hundred pounds.  i have two dozen stock email updates from secretlab detailing the "progress" of various issues, including a "reshipment of replacement parts" which i never ordered.  this whole experience smacks of poor business practices which at best are the result of incompetence and at worst predatory and malicious.
  
  Sincerely,
  
  Christian ****