Secretlab’s customer service is an absolute joke. Do not buy.
Hey everyone, just wanted warn anyone thinking about buying from Secretlab right now. Their logistics and customer support are a complete dumpster fire. I made a brand new Reddit account just to post this because I am honestly afraid of the company retaliating against me.
A few weeks ago, I ordered a Magnus Pro XL desk. It never showed up because the FedEx driver completely mangled the delivery, and Secretlab's support team has been an endless loop of automated-sounding scripts and zero actual action. This is on top of a previous order of accessories that was also misdelivered, where I couldn't even file a police report because the local police told me a missing package technically wasn't a crime. Now, because they shipped the accessories separately, I am stuck sitting here with a mountain of accessories for a desk I don't even have.
To give you an idea of how broken their shipping process is, look at the absolute mess on the tracking log for the desk. The desk was marked as "Delivered" and a signature was logged. I eventually got a hold of a FedEx representative who looked into the back-end data and revealed that, based on the GPS coordinates of the handheld scanner, the driver actually scanned and signed for my package while sitting in the parking lot of the FedEx station. That is literal, blatant carrier fraud. Only three hours after that fake delivery, a delivery exception was suddenly logged stating "Refused by recipient - Order canceled." By Friday morning, the package was put back on a vehicle for delivery, but it was quickly flagged as "Returning package to shipper" with a simultaneous "Address corrected" update. By Friday evening, the package arrived back at a local FedEx location, completely locked into a "return to sender" loop back to Secretlab's warehouse. I even tried contacting FedEx directly to dispute the "refused" status and pull the package before it left the local facility, but it was already too late. Secretlabs all the while provided absolute zero help,
You’d think a company would care about the driver faking a signature in a parking lot, right? Nope. Here is how ridiculous Secretlab's customer service has been since then. For weeks, they just kept sending me generic emails stating they are waiting on an update from their team while doing absolutely nothing to help. They refused to just pull a brand-new desk off the shelf and ship it to me. Instead, they insisted I had to wait for the original, completely mishandled box to get all the way back to their warehouse so they could inspect it and reship it to me. I'm paying full price for a premium product, not an open-box gamble. To make it even worse, when they finally agreed to a reshipment, they told me they can only do it with no signature required. So after a FedEx driver already faked a delivery in a parking lot, Secretlab's brilliant solution is to just force me to use FedEx again...but don't worry. They are going to refund me the $20 shipping fee.
Honestly, save yourself the headache. The desks might look great, but if anything goes wrong during transit or otherwise, Secretlab will completely abandon you to protect their own internal metrics. Absolute joke of a company.