XXXLutz Deutschland Reviews 

Worst customer service, I bought a sofa here had an issue with it, they took one half of the Sofa and I waited over 3 months to get it back repaired.

1 month later the other half of the sofa had the same issue, they took it and now I'm waiting over 1 month. I wish I didn't buy anything from here.

I'm trying to contact someone but they always say they are busy or there's no callback although I have been promised a callback the same day. How is this place still in business?

Honestly, this purchase had become nothing but unneeded stress.

Added one star after issue being resolved.

In short, we were promised model in 2-3 weeks, and it got delayed 3x from the start.

We have been in Schwainfurth 02/03/2019 where we were first told model 000725001701 is on stock, but when we sat with 2nd sales person to make the order, there was no stock of the model (30 minutes later). We were told it will take 2-3 weeks to get it again, as noted on order confirmation document - CCA 2-3 weeks.

We were informed to arrange delivery termin online, and were dissapointed we will get it by 02/04/2019 instead by middle March.

A week later, we went to Wurzburg to check the XXXL store there and bought some chairs. Then we asked if there is a possibility to send us 000725001701 faster (we had no furniture in new apartment, website said that store has it on stock). 3 days later we got a call, it will be further delayed to 17/04 from 02/04 as already arranged.

In meantime, your company made action on price of the model, lowering price further another 200eur and claimed delivery 3-4 weeks! We asked for discount, and received 184eur coupon, nice to spend on something more we thought...

On 03/04/2019 your logistics left voicemail on contact phone number, that delivery will be END OF MAY!

I went online to check status of order, thinking something could be wrong... it stayed on Bestellt and if i want to arrange a delivery termin, it offers 19/09/2019!

They are very good in sales but i never had such a horrible aftersales experience!! Bought a sofa for 3000 euro and at delivery it had a very bad leather spot which i reported to them on the same day!

Their manufacturer says this is expected product behaviour and my complaints are denied by customer service in simple copy-paste emails, like they have this discussion very often. When making the sale they refered at least 10 times that the sofa has "PREMIUM-Qualitätsleder". After a few emails without any progression i decided to visit the store in person.

In the store i showed employees pictures and a movie of my sofa, they were shocked and called for help. Their manager showed up to deny my complaint again, with the same nonsense as all copy-paste emails.

They write under every review online "contact us on kommunikation@xxxlutz/de" so i did before even writing this review. Simply to get denied again in simple copy-paste email by the teamleader. I have no words for this.

I never had a sorry from them, no sign of empathy, never a honest reaction or thought for a solution. The only reaction i got is "NO, WE WILL NOT HELP YOU".

You are still free to contact me and solve the problem.

My nightmare with XXXLutz webshop started on 20/10 when we received our Philips Hue light from XXXLutz. The light arrived with a damaged cover. I have now been in frequent contact with their customer service department who has promised multiple times that a replacement part will be shipped but it never comes.

History:
20/10 order shipped
26/10 mail sent to reclamations department as light arrived damaged (as per their own instructions on their website).
3/11 received response that a replacement part should reach us within 3 weeks. Based on this response and having had this from other suppliers we hung the light. It's a new apartment and we needed lights.
30/11 no replacement part received, new email sent to customer service.
7/12 response from customer service that the replacement part will be sent out within 2 weeks this time
31/12 still no replacement part, sent another e-mail to customer service.
7/1 due to lack of response by email I called the support department. They were unable to help as it was a different department that is responsible for reclamations. I got the promise that it would be resolved quickly as the case had been 'open for a long time'.
16/1 today still no response or replacement part from XXXLutz. I'm sending out another e-mail in a bit but it's clear that they have zero interest in providing actual customer service. One thing is sure, I will never buy here again and will pro-actively tell everybody I can to avoid them.

If I could I would give them 0 stars. First we waited 3 weeks longer for sofa to be delivered. Than they delivered wrong sofa. 4 weeks more to arrange new delivery. Second delivery wrong sofa again . We decided to get money back. They said money will be returned in 2 weeks but nothing. Called them again, they said 2 more weeks. The worse experience ever...

XXXL Deutschland delivered the wrong package and forces me either 1) to send it back or 2) to throw it away in order to receive what I ordered. This means I would either 1) have to spent my personal time and carry a heavy package or 2) I should produce waste on Planet that has already too much waste. They told me that they cannot pick up the package from my home (as all other companies do)! What an irresponsible and wasteful company!