XXXLutz Deutschland Reviews 16,814

Delivery is prompt and well-coordinated, ensuring items arrive in excellent condition. While prices are competitive, some premium items might feel a bit pricey. Overall, it’s a great place for anyone looking to elevate their home decor.

I had a really bad experience I have been waiting from my parcel to come I place the order around 20th of November it was saying one week to arrive and it took one week ,but I received half of the bed not all of it. It is so disappointing I have been waiting for the rest of the bed until then also the part that came is dirty they return some money ,which I am okay ,but until then I am waiting for the bed they send me more than email with different providers … and still no updates

XXXL online shopping experience was horrible, they delivered broken bett which costed 359€. instead of returning I requested them if i keep the bett what can they offer and they said 30€ discount! I don’t understand, is this the value?
In case i return the product can you cover all the expenses under 30€? 🤯

We came today my partner and I and we have dealt with Daria ( designer of the kitchens) she was so helpful and friendly. Also the manager ( i don’t remember his name but he is kurdish) was so kind and also friendly.

UX and Payment top ... easy to navigate. Great hybrid concept. Both online and stationary are optimal

Absolute Customer Harassment! Highly unprofessional and incompetent service. They delivered Sofa in 7 weeks, but it was missing legs and other assembly parts. They have no clue where it is and for past 5 weeks they are giving the same update that manufacturer has shipped it (without any shipment/tracking details) and it will arrive "Middle of next week". We have been waiting for "Middle of the week" for last 4 weeks and that garbage of sofa is occupying our house. The store is only to take money from the customers and support is to push all the issues on their substandard manufacturers but they have no clue or willingness to provide support.
I asked them if they cant deliver the remaining parts, they should just take back the parts delivered and refund the amount paid, they are not willing to do that also.
So basically after almost 3 months, I am stuck with unusable sofa which occupies all the space in my living room, they cant tell me when they will deliver remaining parts and they will not take this back and give refund. This is sheer harassment as we can do nothing but keep following up.

They offered me 30 Euro voucher for a delay of 5 weeks, still they do not know when the parts can be delivered. This is how they treat their customers.

I wish I could give 0 or negative stars here. Never buying from them again.

I am on the way to Lutz now for defending my rights arising from German Consumer Law. Their employees are stubborn, withour having any corporate attitute. The problem arising from late delivery, and they has several times provided me wrong information about the delivery of my bed. Since Feb 2024, they are holding my 3500 euro in their account. Once I asked them that I want to terminate my contract, 3 different number called me to convince me that I do not have that right and the delivery commitment is showing an "estimated delivery period". I asked them, show me legal basis, or contractual clauses showing this is "estimated time period". The lady's response was just "I do not have right to terminate". They are not giving any grounded response to your e-mail because of their lack of ability to do. They are very good at manipulating consumers via phone by using different people even I do not know they are thr employees of Lutz or the friends of sale consultant who may try to convince me not to terminate. I will also make application for GDPR related topics.

It is my 5th time that I am going to Lutz in order to protect my rights if I could find someone who has ethical values and lawfull understanding. If not, there would be good experience for me to seek my rights before the court as an Turkish qualified lawyer in different jurisdiction. Stay away from this company if you do not have good lawyers and enough time to deal with problems.

Alles top. Danke

Great consultation in store and our kitchen was delivered within a reasonable time of ordering and the team that installed it were great. They were finished in 3 days and were very careful not to damage the house or the kitchen. That was where the positive ends. They brought the wrong sink and the fridge freezer unit was also missing parts meaning that we can't use it fully. That was in Oct 13th. We are now mid Feb and I am still waiting for the replacement sink and the replacement part for the fridge. Was told they would arrive early Jan. Took the day off work to receive the delivery, only to be called at 12 on the day, to be told the parts weren't there and they wouldn't be delivering. After email exchanges with customer service, they told me the delivery would be the week of Jan 29th. Today, on Feb 8th, still no delivery. No response to emails to the customer service team which were sent 10 days ago. Terrible customer service. I won't be buying anything from XXXLutz again.

THE WORST company to purchase from.
We ordered our kitchen in July 2023, and it arrived in January 2024 with EVERYTHING wrong. The wrong fridge size, a broken sink and all the countertops were the wrong size. After numerous emails and calls, nobody got back to us. Only when I posted on TrustPilot did they reply. But, three weeks later I am still sitting here without a solution. They refuse to pick up the wrong fridge and also refuse to give us a refund. I have spoken to over ten employees. Each one promised me that the manager would call me the next day. They never did. Half of the employees can't speak English and the one employee was SO rude to me on the phone. She continued shouting at me and wouldn't help.

Do not order from them, ever.

Ordered a bed €440 on the 30th November, chased,no call back, had half the bed delivered last week, chased again, they have all details, still nothing, will never use ,will never recommend, appalling customer service

The worst client service in the whole Germany (just to be kind).
I've received all the bed component in various different color. One week that I asked to change it and I still sleep on the floor.

They left a 100 kgs couch in front of the building even though I paid the delivery costs. I had to bring it to the fifth floor myself. The customer service said that by contract they don't have to deliver it to the door. Are you kidding me? How are people supposed to bring it up? I will never buy from them anymore. Never.

When XXLutz replies to this review, they'll say sorry and ask me to send an email. That's just for the show. XXLutz is not going to resolve this issue, as I tried already.

Now, on to the issue at hand for more context. This is likely going to happen to you as well if you come back to their store within 1 month.

I bought a couch for 1600 euros (discounted already from 2800 euros). 1 day after delivery, the price was lowered by 600 euros.

I went to the store and asked for a solution, because this heavy 600 euro discount so soon after my purchase is absurd. The customer service and sales people said they cannot do anything about it. They can relate, but they cannot compensate.

The couch was difficult to assemble. No holes were pre-drilled. When screwing the screws in place (and guessing where they should go), I heard the wood crack unnaturally. Some screws are stuck and are sticking out. Even though I was told that installing the couch was easy, it wasn't.

They offered 10% discount on non-sale articles. But then I might end up in the same situation, the item might later be heavily discounted again. And 10% discount is nothing compared to missing out on a 600 euro discount.

Their furniture is nice and the employees are friendly (when you're buying). The pricing is shady. When you buy something, you might want to wait until it's discounted.

They have huge profit margins, and after purchase, they'd rather sit on their money than do right to their customers who've been charged too much.

I went into XXXLuts Cernice, I bought a curtain pole it had a price 559Kc with a line through it, and underneath was a black 499Kc. I took the pole back to the cashier and she said, " 649Kc is the new price", and she actually said that to me, Incredible that a company would cheat people out of money by ADDING money onto existing prices. I'm angry and I will be spreading this news on all online media sites.
Mr John Potts

My boyfriend and I had a horrible experience with this company and it had totally spoiled the experience of moving in together and getting a new apartment because of all the drama and problems that came with XXXL Lutz experience. I do not recommend this company to anyone. Even after they had compensated us with a voucher and we actually used it, the goods arrived in terrible condition, quality is the exact opposite of good and they had even dare to wrap our stuff in towels that we have ordered.

I ordered a sofa today, but there seems to be an issue with my order. Originally, it was scheduled for pickup between November 27th and December 1st. However, when I placed the order today, it indicated that the item is currently in stock and available for immediate pickup. Surprisingly, my order was canceled, and I was informed that it will take two weeks to receive a refund. This situation has cost me a significant amount, especially since I had already arranged for a van to pick up the sofa.

I have tried reaching out to the company by phone, but there has been no resolution. Furthermore, their website still shows the item as in stock. My attempts to contact them via email have only resulted in automated replies. This situation is not in line with the expected customer service standards in Germany.

I have come across numerous negative reviews about this company, and it appears that they are not taking customer concerns seriously. Such actions are unacceptable, and I believe they violate consumer rights protected by German law. In the future, I hope someone takes legal action against this company to ensure they are held accountable for their misleading information and disregard for customer rights. While their prices may be tempting, the cost in terms of time and frustration is simply not worth it. This company's behavior has been emotionally and financially taxing, and it is high time they are held accountable for their actions.

No water connection or electricity connection is made in Belgium. We have to do that on our own. They did not mention this when we bought the kitchen.