READ THIS BEFORE YOU PURCHASE!!
If you are planning to buy anything from secret lab, please make sure you follow these steps to cover you a**.
Record EVERYTHING: from the moment you open the door to grab your package, you should be recording. You want to make sure to show all 4 sides of the box and the COMPLETE unboxing. Show all the items coming out of the box and show the inside of the box. If anything is missing, you will be GUILTY until proven innocent with this company, so if you’re missing an item and do not have video proof, you will NOT have it replaced.
Make sure you buy the right thing and that you actually want what you buy: Double and triple check weights and dimensions. This company will make you pay for returns to their Tennessee office and you will assume ALL responsibility for that return, even if it’s damaged by the carrier. Secret lab will then deduct the damaged amount and refund the rest. (See the document below)
3: If you need to make a return for a faulty item, push back when they try to get you to pay for the return, it will be a LONG process but it’s going to be worth it not to pay. For reference, My message thread for a return with them was 40 emails back and forth so just be prepared to be patient. They also wanted a video of the faulty item not working so have that in hand and ready to send them.
When you return an item: record yourself packing the item piece by piece and show yourself packaging it up and handing it to the carrier so they won’t try to say you sent them a damaged item. Also, show all 4 sides of the box.
Be tenacious: their customer service is friendly but completely useless. They can only help create tickets that they send off to another team so once you get that ticket in, follow up with them via email EVERY SINGLE DAY until it’s resolved.
I am lucky that I had the instinct to record my delivery and unboxing. I had video and photographic evidence of missing and faulty items so that I could defend myself. It was extremely time consuming to deal with them and my complete timeline with them from start of reporting a problem with my delivery until it was resolved was about 5 weeks. I was also emailing them every single day for updates.
Hope this helps someone else.
My thoughts:
The desk and light strip work as advertised but save your money on the desk mat. It’s super cheap and didn’t even come assembled. Knowing what I know now, I would’ve gone a different direction. I hope I never have to speak to this company again. I will never make another purchase from this company again.