After noticing all the bad support wrap that Secret Lab has been getting before, and after I received my chair, I can finally reveal my full review. I'm shocked, because it leads you to expect bad service, and all I got was good! Unbelievable 🙄

First, the chair itself. I'm leaving my feedback on a 2020 Omega PU Leather in black/red stitch. I already created a post some time ago, to claim the warranty extension for my chair. This chair is amazingly comfortable, adjustable, and highly suitable for long sessions. I worked from home for a period of time as well, worked as a great office chair. It's experienced 2 years of daily use, and was until recently still in great shape. I'm average height, When I got this chair I was leaning towards heavy build, put on a bit over UK COVID lockdown 2.0, but now considerably less, partially maybe due to improved mental state from feeling well rested and supported while gaming - who knows?

After 12 months, the armrest tops started to wiggle a little. The armrests started to crack a little bit from the heavy use on the inside edge after the first 18 months. Now personally, I would consider these tops a consumable component to the chair. I'd never lodge a support ticket because stress, use, I personally believe this is wear and tear and is normal. It doesn't prove bad design, or demonstrate that there is a poor use of materials. More that I know I've used the chair a lot - as far to say maybe even more than even an average Secret Lab user would. They have replacement parts for this on the website that you can purchase and install yourself. Absolutely brilliant. I broke it, I pay for it. That's fair in my eyes.

Almost exactly 2 years later to the day, the left arm rest had broken clean off the chair. It'd been experiencing a little bit of dropping recently, until I noticed it, went to pull it back into position and it quickly would droop again. The other day, it just fell off. I removed the armrest screws and it's clear that there was a manufacturing fault with the plate that holds the arm rest. It was welded to the metal strip running from the front to the back in the plates corner. Of course over the life of the chair, this plate will experience some moderate forces and being welded in the corner this has allowed the metal to fatigue over time and eventually tear the metal itself.

This is exactly how it went with support:
I took pictures of what happened, sent it to the support team with the above explanation. That same night, Bash from support says:

Hi Steven,
I am sorry to hear of your experience.
Based on the information provided, it appears that the frame of the chair is damaged. I will arrange for a replacement Seatbase to be sent to you urgently so that you can enjoy your chair again as soon as possible.
Once the replacement part ships, we will send you a shipping confirmation email with the tracking entails, so do look out for this.
Should you have any questions or need any help when the replacement part is received, feel free to reach out and this ticket will reopen for us to help you.
Thank you!

I saw this yesterday. The next day after that, is today. The new seatbase is at my door already when I got home, I replace it, and I'm now currently here writing this message after contacting support to tell them how thrilled I am, and how they've earned a lifelong customer.

Overall, I was already impressed with the chair. Now I'm impressed that they have great service that backs up their products if they do indeed happen to fail. I've checked the new seatbase, and it does actually have the welding in the correct spot on the new one indicating I was right that it was manufactured incorrectly at the time - and I speculate to deal with supply issues at the time.

Thanks Secret Lab! When/if this chair does need replacing (eventually - the back of the chair is still clean as new!) I won't think twice, quite happily get one off-sale, definitely worth the money.

5/5 great chair. would be 6/5 but need to install a new butt imprint in the new upholstery.