SecretLab sells a gaming chair called the “Titan” for $500.00. The chair is widely sold, and has over 31,000 reviews on SecretLab’s website.
This chair contains a defect that causes the armrests to crack and tear, making the chair difficult to use for its intended purpose of gaming.
Although this is a widespread issue, SecretLab considers this defect normal wear and tear not covered by warranty, and charge customers for a replacement armrest for $20.00. In some instances, SecretLab refuses to sell replacement armrests altogether if the chair was not bought from SecretLab directly. There are also instances where customers report that replacement parts are out of stock, and they are unable to use the chair as a result.
Secret lab’s warranty terms do not contain an arbitration provision.