XXXLutz Deutschland Reviews 16,813

I would like to thank You for your help, after your intervention all of the items I have ordered were delivered within a week.

bonjour
good morning
I bought a piece of furniture from kika in bratislava = new name XXXLutz ..
After 2 years the walls move apart and the shelves fall
of course no more guarantees
basically you have to change furniture after 2 YEARS
who can help me because a solvak don t care

Top! Good quality

I hope this review helps people who are starting their life in Germany.

During early March we went to Lutz to buy two mattresses and a bed for our new apartment. We had to furnish everything from scratch and we explained to the sales person we needed the furniture in 3 weeks tops. Otherwise, we would not buy it. If there were a delay, we would have no bed to sleep on! He assured us 3 weeks was possible as the bed was in stock, the same for the mattresses. However, this was obviously empty talk as now Lutz is delivering on mid April! We have tried reaching out to Lutz to cancel the orders but they considered the delay of two weeks "reasonable" and won't do it (mind you now it will be 5 weeks total to deliver something in stock).

In summary, the worst experience I have ever had with a store and their deliveries. They should clearly inform the consumer on real delivery dates and cancelling orders should be easier.

The prices and delivey of the products were amazing. I received a Dining table and sofa of great quality at affordable prices. They even combined a few of my orders and helped me save shipping charges

The team was very prompt and quick even when i had to cancel something and request refund.

We ordered some bedroom furniture on 15.November. They send a email about delivery its delayed. OK. After this they send a email, the furniture come 03.03. I throw all my old furniture into garbage, and I have a empty bedroom now. They called me yesterday, the wardrobes arrive another two weeks later... I've been waiting for months. But the money was put away...

Nice side board but the delivery time of the other package took very long otherwise great product.

I have furnished my apartment with most of the products from XXXLutz and we're very happy with the quality of the products.
I would for sure recommend XXXLutz to my friends and family.

ordered 4 chairs 5 months ago, and each month i get a mail that the delivery will be delayed, as they dont have chairs in stock.
Although they have in the online shop the chairs, ready do be delivered only in 5 working days!!
The only reason I can think about, that they dont want to deliver the chairs that i bought with discounted price last year.

The customer service representative was very arrogant and drop the phone while speaking...

Never buy from this store!!!

We ordered over 2000€. They delivered 5 months late and 3 packages missing. At the delivery they brought in approx 25 packages, there was no number of packages on paper, only number of furniture. At the end you have to sign it. Once you have the time to check, they will not reply. We now have to go to lawyer for a sue. This is our experience with this company. Maybe other company is as bad online either, but XXXLutz is definitivey bad and slow! After a letter from my lawyer their answer comes immediately ! no lawyer no answer !

Only nice to you if you want to buy something. Once you have signed the contract they don‘t want to talk to you anymore.
If they reply, they send impolite E-Mails.
They only want to generate sales!

Ordered a new bed, got it without screws and all the equipment. The customer service told me (after an week) that the equipment will be sent from the manufacturer. Now I am sleeping on a mattress surrounded by boards since three weeks, no equipment found the way to me and the customer service is not responding. Last time I ordered something at XXL Lutz, that's for sure.

Hallo,

I am waiting for a couple of bookshelf since 2 weeks and the tracking is not working. I wrote to the costumer service amd I received just the usual automatic answer.
Really bad service and look at previous review it will no be better.

I have ordered 6 chairs. One relieved with damage. Second has a one of the legs shorter than the others. Both returned. After a week received 1 which is different colour and need to return back again.
For the second received mail to have the money back. But I need 6 chairs not the money back. Ayway, the money was sent back and I needed to order again
After a month back and forth writing a mails and calling finally received 6 chairs.
That is the poorest service I have ever received.
One star is a bit too much but I can't give zero.

If you are buying a kitchen from xxxlutz, you will not be able to cancel the contract within 14 days of buying. It all depends on the discretion of the managers. Everyone I talked to (including my German friends) were under the impression that yes you can cancel the contract.

When I researched further I found that in Germany if you are buying something physically from a store, its not your statutory right to return it. Yes almost all the stores do it, but that is customer service. PLEASE BE AWARE OF THIS, DO NOT SIGN THE CONTRACT till you are really sure that you are getting the best price and you have visited atleast five other stores. I was specifically told by the berater that you are getting the best price, which was not the case. The consultation was really good and thats the reason I trusted his words.

I wanted to cancel the contract and phoned them. I received a call at 8 PM on a saturday. The person who called me never asked me whether it is the right time to talk, what is the issue, no please nothing. Straight away to the point that you cannot cancel the contract there will be legal consequences if you do this and will have to pay 25% of the contract price (which is around 5000 euros). On a saturday 8 PM evening.

I got really pissed off and went to their store. My anger was used against me and it was even justified that yes the call can be made at 8 PM on a Saturday because xxxlutz works on Saturdays. Instead of pacifying me, they insulted me, not a single sorry. xxxlutz does not have any customer relations handling, they are just a bunch of sales people.

I feel really helpless.

I very humbly request xxxlutz to please please please cancel my contract. My friend (I can give his name) got a similar contract cancelled very very easily. If their are any charges for consultation, I am ready to pay reasonable charges for this, but please cancel the contract.

Sep 17 2021: Please atleast reply to my emails. I have submitted all the data regarding the contract.

NEVER EVER BUY THERE!!
We have ordered a table and paid for it on 2.12.2020.
The table was promised to be delivered in 4 months
2 weeks before delivery I was called and told that they will miss the deadline by a month.
Hmm…
After 5 months of waiting we got delivered…2 table plates!
We complained and “only” in 2 months… got another table plate!

We complained and in 3 weeks we got… ANOTHEE TABLE PLATE.

We were promised money back WITHIN 2 weeks if we send back all table plates. We did send. So we have been waiting >3 weeks, but no money!
Imagine! You just take somebody money, use it for yourself, but also keep sending some random staff into their flat…

I ordered a table and chairs. The stairs had rusty screws and the tables was missing 23! screws. I filled a complaint and don't get any reply on this. Customer service is terrible.

Simply the worst customer service I have ever experienced, XXXLutz replies to emails every 2 weeks (The emails were written in German) I ordered some wooden furniture, the waiting time was stated to be 8 weeks, I waited for 6 months still no delivery, the answers by telephone and email were rude, in the end, I opened a PayPal case to receive a refund as the company was being awkward, I definitely will not be using XXXLutz again, if the customer service had been polite when they finally answered, this would have made the difference, please invest in some customer care courses. (XXXLutz will probably now reply underneath saying please contact us by email, the problem is as already stated, the emails take 2 weeks PER message to answer)