( UPDATE; Got a call from Senior Rep, still no manager call thou, they asked me to give them one more time to rectify the issue this time round as it’s a seatbase replacement issue, since the new chair (not secretlab) that I wish to order is not in stock yet. Upcoming Monday 30/08 Judgement Day! )
*UTTERLY DISAPPOINTED*
Secretlab @Ian Ang @Alaric Choo
One of the gaming chairs that I HAD much interest and love for. But after a gruesome 7 weeks of email conversation and constant disappointment from your Team till Today, I have decided to let go of this dream of mine.
After 3 times of refund and repurchase. I’m very sick and tired of the excuses that I’m recieving from your end and the constant feeling that I as a sole consumer that’s just so little and small in my requests of just a phone call for someone to explain my extreme bad luck with your chairs or whether my orders are not being checked and are just given a perfunctory response.
Since the 2nd Chair I have recieved as the backrest was not installed properly, I have been having more back pains compared to when I was sitting on a normal chair and it’s extremely disappointing that I would have to face the same issue for the 3rd chair as well. Until today, when I have made a request for the replacement seatbase to be delivered in the morning as I’m only avaliable then, your Team chose to let me wait till now and mentioned that the delivery will be between 11-6pm which I do not have the luxury of doing so as I have work to do and am not so “free” like what most of your staffs that are supposed to be checking my orders seem to be.
So I have made a decision to let everyone know what happens when u don’t get something that you expected and u complain to one of the largest Gaming Chair Company in the world; I know that I won’t get anything out from this and if the Company is not willing to take responsibility for this then I’m gonna say I’m just unlucky to be the 1 out of so many consumers that have gotten such experience from them.
Weeks of torture having to sit on the defective chairs and having to wait and wait and wait for my hopes to be brought crashing down again and again. The misery, disappointment, pain and stress to my mental health, it’s causing me too damn much for a so called “Dream Chair”.
Photos Attached
(1st Order)
1st Chair: Titan Batman 2020
Came with holes at the backseat which I did not realise as I had thought Secretlab would have sufficient QC before sending out to customers.
2nd Chair: Titan Evo 2022
Whole chair is creaking like my grandfather’s Chair from the 90s and the backrest was not installed properly.
3rd Chair: Titan Classic 2020
Backrest was installed slanted and the seatbase had a huge dent inside making it very uncomfortable to sit on.
So all in all after 54 emails sent to and fro and a few calls that I had to make on my end to the company. This was the quality of equipment and service that I have still recieved. I still believe that Secretlab has good products from my experiences with my friend but unfortunately I was the unlucky one out of the many.