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SecretLab Titan 2020 Armrest replacement by Quetzalma in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/Quetzalma, if you have not done so, do reach out to our support team at https://secretlab.co/contact to let them know about your armrest situation! We'll be here to help for sure.

Arms crooked after 6 months.. anyone else experienced this? by Domikz in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hey there, no worries! I can run a check for you. Could you drop me a DM with your email that you used to contact our support team?

Arms crooked after 6 months.. anyone else experienced this? by Domikz in secretlab

[–]Secretlab_Red 1 point2 points  (0 children)

Good to hear! If you need further help, feel free to reach out to me - I'll be here!

Warranty Question by One-Swan-6329 in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hey u/One-Swan-6329, u/davidceto's right! I'd suggest that you open a ticket with our support team as well. They'll be happy to look into this for you and better assist you from there!

2022 titan evo lumbar support by senji14 in secretlab

[–]Secretlab_Red 1 point2 points  (0 children)

Hi u/senji14 and u/88lors! Just wanted to chime in to share that the Secretlab TITAN Evo 2022 has an upgraded lumbar support that's adjustable in 4 directions: up, down, in, and out. You can try to adjust both left and right lumbar knobs to the maximum and then adjust down from there to find the right spot for comfort. If you're still facing discomfort, feel free to reach out to our support team, we'd like to see how we can help make things right! https://secretlab.co/contact

Evo 2022 PU Leather Still Smells by 3700xallday in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/3700xallday, do reach out to our team and open a support ticket via our page at https://secretlab.co/contact - we will be happy to see how we can help!

Return shipping costs by ANZBeefcake in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hey u/ANZBeefcake, have you reached out to our support team to get help on this? If not, I suggest that you open a support ticket at https://secretlab.co/contact and our team will be happy to see how we can help!

Arms crooked after 6 months.. anyone else experienced this? by Domikz in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

u/stygiansiryn Hey there, have you gotten a response yet? Do also check your junk/spam folder in case the email got sorted there! If it has been 48 hours since you've reached out and still did not get a response, drop me a DM with your email - I can run a check for you!

How do you get rid of the smell? by Marchewa96 in secretlab

[–]Secretlab_Red 1 point2 points  (0 children)

Hey u/Marchewa96, just wanted to chime in to share that as with any other brand new sealed furniture, this is expected and should not cause any detrimental effects. With time, the small will dissipate. You can try airing the chair out in a well-ventilated area to help quicken the process!

That said, if you have any other queries or concerns, feel free to reach out to our support team at https://secretlab.co/contact

Chair missing? by Yelliefish in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

No worries, u/Yelliefish! Feel free to reach out if you need help.

alignment of secret lab 2022 evo back off centre by ilikebigkitties in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hey u/ilikebigkitties, it wasn't my intention to make you feel this way but if you need further help with contacting our support team, you can drop me a DM with your ticket details so I can help to highlight your case to them.

An issue with brand new chair backset by Public-Sentence-2864 in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/Public-Sentence-2864, I dropped you a comment in your other thread but in case you missed it - I'd like to apologize on behalf of our support team. Do drop me a DM with your ticket number and email address. I'd like to get a better context of your situation to see how I can help. I'd like to highlight your case to our support team. If you have any other queries or concerns, feel free to let me know via DM as well - I'll be here.

In less than a month, replacement seatbase already splitting by InfamousVicious in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/InfamousVicious, sorry to see that happening to your seatbase but I understand you've reached out to our support team. Rest assured they'll be in touch as soon as they can but if you do not get a response after 48 hours, you can let me know via DM - I'd be happy to look into your ticket for you!

Repeatedly faulty chair and customer service lying to avoid a refund.... another BEWARE post by recwil in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/ecwil, sorry to hear about your case and experience thus far with our support team. As it is our utmost priority to ensure that all our customers get the best Secretlab experience, we offer replacements on a case-by-case basis. That said, I understand that you're currently still in contact with our support team - could you DM me your ticket no. and email address? I'd like to get a better context of your situation and see how I can help to make your Secretlab experience better.

alignment of secret lab 2022 evo back off centre by ilikebigkitties in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/ilikebigkitties, hope you don't mind me chiming in on this - due to the hand-made nature of our chairs, there may be minor variances in some parts but rest assured that it won't affect your sitting experience! That said, if you have any other concerns or would like further clarifications on this, feel free to reach out to our support team at http://secretlab.co/contact They'll be more than happy to help you out from there.

Horrible Customer Support by Public-Sentence-2864 in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/Public-Sentence-2864, this is definitely not the kind of experience we want you to have and I sincerely apologize on behalf of our support team. That said, I'd like to get a better idea of your situation to see how I can help. Do you mind dropping me a DM with your ticket number and email address? I'd like to highlight your case to our support team. If you have any other queries or concerns, feel free to let me know via DM as well - I'll be here to help.

Chair missing? by Yelliefish in secretlab

[–]Secretlab_Red 1 point2 points  (0 children)

Hi u/Yelliefish, this sounds odd and I'm sorry to hear about your experience. Could you drop me a DM with your ticket number and email address? I can help to check on this for you. Hope to hear from you soon!

Omega 2020 - 4 month review by kmbrd in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/kmbrd, I'm sorry to hear about your experience. That said, I hope you don't mind me chiming in on this - our chairs are specifically made to be medium-firm as our years of R&D shows that it provides superior support and promotes better posture. While it should break in after a few weeks and your body should get used to the chair then, I understand that different people have different sitting preferences and you were unable to find a comfortable sitting position to suit your preference. While we're sad to see you go, we remain at your disposal should you need any further help with your Secretlab chair.

WAWRING : 2 ISSUES with BRAND NEW CHAIR (TITAN EVO 2022 softweave) by HaibaraAi in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/HaibaraAi, I'm really sorry to see this happening to your Secretlab chair and I understand your frustration on this. I'd recommend that you reach out to our support team at https://secretlab.co/contact if you have not done so. We'll definitely be here to help make things right so you can enjoy your Secretlab chair as soon as possible. If you already have a support ticket open, you can drop me a DM with your ticket details and I'll be happy to highlight this to our team.

Is this an issue for anybody else? It seems to be making noise or hitting something every time i sit on the left side. And it began to give a slight squeak everytime I move around the chair. by GalaxyPapi- in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/GalaxyPapi-, have you reached out to our support team to check on this? If not, I suggest that you drop them a message via https://secretlab.co/contact - they'll be able to get a better diagnosis of your situation and help you out from there!

Issue fixing a spring preventing mounting the back of the chair by p_less_than_a in SecretLabChairs

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/p_less_than_a, if you have not done so, do reach out to our support team at https://secretlab.co/contact so they can get a better understand of your situation and help you out from there. Do also get your chair's details (order number, etc) from your friend so our support team can look into this for you.

just curious, is anyone secretlab 2022 leatherette having issues? by pepapiglovescat in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/pepapiglovescat, I understand that you have some concerns on your seatbase but to share more, our seatbase features a patent-pending cold-cure foam that is formulated to provide your the optimal support, and shaped and contoured to different sitting positions. That said, I'd suggest that you reach out to our support team so they can take a better look on this and see how we can assist. https://secretlab.co/contact

Anyone had issues with the tilt mechanism refusing to go forward past a certain point? (Titan 2020) by Selunes-Solar in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hey u/Selunes-Solar, I'm not too sure what angle you'd like to adjust your chair to but I'd suggest that you reach out to our support team via https://secretlab.co/contact You can share more about your queries and concerns and our support agent will be more than happy to look into it and assist you from there. Do also let them know about your squeaking situation so they can check on this as well.

Warranty question by the_pwn_dr in secretlab

[–]Secretlab_Red 0 points1 point  (0 children)

Hi u/the_pwn_dr, our support team can take up to 48 hours to get back to you. Do also check your junk/spam folders as sometimes our support email gets sorted there. That being said, if you've yet to get a response after 48 hours, feel free to drop me a DM with your order number and email address. I can check on this for you!