On 9/17/2021 I ordered a computer chair through SecretLab’s website. I had meant to order it through their Affirm payment plan option but it auto filled my debit card and charged the debit card. The order was confirmed at 11:03 AM EST. The company doesn’t provide a phone number for customer service so I initiated a support chat with a rep named Nicolas. Nicolas confirmed he would cancel the order and stated by 11:19 AM EST that he was canceling the order and submitting the proper ticket to do so.
At 5:32 PM EST same day (9/17/2021) I received an email that the order was shipped, despite being canceled. I initiated another support chat, then with a rep named Jersen who stated that Nicolas did not request the cancelation but did not explain why or how that happened. They’ve set me up with a Jonathan in their Customer Service department who will not return emails unless I comment publicly on their social media.
On 9/21/2021 they emailed me and I emailed them 3 times requesting updates. By 10/2/2021 they hadn’t responded to any emails so I commented on a few of their Facebook and Instagram posts stating my experience with the company, which prompted them to email me but not resolve the issue. They state their response time is 48 hours (which I have waited each time between emails) but they go weeks without any response. I made a review for their company on TrustPilot.com and they are contesting the review, despite me listing legitimate details on the order. All without handling my claim.
The website TrustPilot also displays many reviews of customers with the same issue where the company has their money but they don’t have a product or a processed refund. The shipment was rerouted back to their facility and they received the chair on 9/28/2021. It is now 10/7/2021 and I have not had them confirm they received the chair or received a refund. I have reached out several other times via their support chat and none of their reps will help and tell me they can’t do anything.
They will not forward me to a manger or higher up in their company. They continue to tell me "Jonathan” will help with the issue but he continues to ignore my emails, only acknowledging them when I complain publicly. I have filed a complaint with my bank. Since making the complaint with my bank the company has made one reference to a refund, stating they want me to drop the chargeback. But won’t confirm they received the product (despite tracking info confirming they received the chair) and I worry if I drop it they will suddenly claim they don’t have the chair.
The company sent out a canceled order, got their product back and kept the money. They have shown no intent of returning the money and have had no urgency to rectify the situation. It’s clear they’ve done this to many other customers and are trying to hide the information by trying to have their reviews removed that portray true customer experiences. This company should not be in business.
SecretLab Reviews
On 9/17/2021 I ordered a computer chair through SecretLab’s website. I had meant to order it through their Affirm payment plan option but it auto filled my debit card and charged the debit card. The order was confirmed at 11:03 AM EST. The company doesn’t provide a phone number for customer service so I initiated a support chat with a rep named Nicolas. Nicolas confirmed he would cancel the order and stated by 11:19 AM EST that he was canceling the order and submitting the proper ticket to do so.
At 5:32 PM EST same day (9/17/2021) I received an email that the order was shipped, despite being canceled. I initiated another support chat, then with a rep named Jersen who stated that Nicolas did not request the cancelation but did not explain why or how that happened. They’ve set me up with a Jonathan in their Customer Service department who will not return emails unless I comment publicly on their social media.
On 9/21/2021 they emailed me and I emailed them 3 times requesting updates. By 10/2/2021 they hadn’t responded to any emails so I commented on a few of their Facebook and Instagram posts stating my experience with the company, which prompted them to email me but not resolve the issue. They state their response time is 48 hours (which I have waited each time between emails) but they go weeks without any response. I made a review for their company on TrustPilot.com and they are contesting the review, despite me listing legitimate details on the order. All without handling my claim.
The website TrustPilot also displays many reviews of customers with the same issue where the company has their money but they don’t have a product or a processed refund. The shipment was rerouted back to their facility and they received the chair on 9/28/2021. It is now 10/7/2021 and I have not had them confirm they received the chair or received a refund. I have reached out several other times via their support chat and none of their reps will help and tell me they can’t do anything.
They will not forward me to a manger or higher up in their company. They continue to tell me "Jonathan” will help with the issue but he continues to ignore my emails, only acknowledging them when I complain publicly. I have filed a complaint with my bank. Since making the complaint with my bank the company has made one reference to a refund, stating they want me to drop the chargeback. But won’t confirm they received the product (despite tracking info confirming they received the chair) and I worry if I drop it they will suddenly claim they don’t have the chair.
The company sent out a canceled order, got their product back and kept the money. They have shown no intent of returning the money and have had no urgency to rectify the situation. It’s clear they’ve done this to many other customers and are trying to hide the information by trying to have their reviews removed that portray true customer experiences. This company should not be in business.