My bad experence with Secretlab

Five years ago, I jumped on the hype train of the Secretlab gaming chairs and bought myself a Titan 2020 model. From the get go I noticed unexpected behavior when reclining - I always felt this weird, small "jump" on every recline. It was not that big of an issue, but a bit annoying when you use the chair daily and you paid for it expecting premium quality. Other than that, I didn't really have that bad of an experience.

Until a few years later. The chair began to show significant wear and tear. The armrests started making unpleasant noises when I adjusted them and the material became damaged, lumbar mechanism completely stopped working, the backrest was crooked a bit and material on the backrest and seat also became worn out. So I decided to submit a warranty claim. After a lot of e-mail exchange, where I was providing many photos and videos I was finally sent new replacement parts - the only problematic part, that wasn't sent to me was the recline mechanism, but at that point I just accepted, that the strange behavior is by default, so I didn't push it further.

Now, I heard before, that the support from Secretlab is great. After this first exchange I didn't have any reason to think otherwise. There weren't any issues really and process was rather smooth.

This is where I found myself having issues with this company:

After a few months of me using the new replacement parts, I again noticed a defect on my backrest - annoying squeaky noises on every recline appeared. So I opened the warranty claim again. They agreed, that this is not normal, so they sent me a new replacement backrest.

It arrived. Unfortunately, it had a broken screw. At this point I started to become pretty much annoyed since it is a third backrest with an issue that I encountered. So they sent me another part. And guess what? The squeaks were back and now even more noticeable. So I just responded that I will be keeping the one with the broken screw, as it was the least annoying and I didn't think there were any issues.

But, there were. I found out the broken screw is a pretty important one attached to the side of the backrest that holds a metallic part, which is connected to the seat base. So, while using the chair, the backrest was moving in a way it shouldn't. Also, I would just replace the screw myself because I really didn't want to contact the support again and receive yet another part. However, the broken part of the screw was stuck inside the backrest and there was no way for me to remove it.

I sent another e-mail. Three replacement parts and all three faulty. Now, here comes the biggest issue, that got me to even write this.

The dispute started back in December 2025, while I was having 6 more months of warranty. My last message about the last replacement part was on 16. May 2026, still few days left of warranty. Since then I got multiple responses each day that my case is still being processed and not to worry, they didn't forget. And one day after my warranty ended I received this:

We have received an update from our relevant team and were informed that, for this concern, a replacement backrest is required. Since the chair's warranty has ended, we’d like to help by offering a replacement backrest at a highly subsidized price of for €69.3 (original price €99), excluding shipping. We would also be collecting the faulty replacement backrest that you have received.

They waited for the exact day my warranty ended and then they replied. At that point I completely lost confidence in the company.

The problem was reported while the warranty was still valid and it was never properly resolved. I pointed this out multiple times, but they kept repeating that the warranty had ended and refused to acknowledge that the whole reason it reached that point was because their own replacement parts were defective.

I paid over €400 for a chair that did not even last five years without major issues, and when I finally reached out for the support, I received three defective replacement parts in a row. For a company that markets itself as a premium brand, this was a very disappointing experience.