XXXLutz Deutschland Reviews 16,809

My order was not available online so I ordered instore and it was delivered to me in good time. Some parts of the product were damaged however after speaking to them on the phone they immediately resolved the issue by sending new replacement parts in a matter of days.

We had booked a kitchen with XXXlutz last year in November and we were promised a delivery in August. In the month of May, we requested our berater to schedule measurement appointment however he said Aug is far away, we can book the measurement appointment in June. In June after several calls to the berater and the service center, nobody came for the measurement. Finally after a lot of follow up by us, we got an appointment in July. Then the berater informed that we can only get the kitchen by 2nd week of September and the service center states that the manufacturer is closed and we will get the kitchen end of September. The service center asks to talk to the Berater and the Berater asks us to talk to the Service center. This is highly unprofessional. They say you are from different departments. Don’t you all represent the same company!!! The Berater doesn’t pickup our calls. We will move into our home and have to live without a kitchen for a month. The Berater stated that you can eat outside for sometime… this is ridiculous!!! You are so expensive and charge so much for a kitchen…but when it comes to customer handling and service you are the poorest. I regret making a decision to take a kitchen from XXXlutz.

I ordered a couch from XXXLutz, after the purchase I went on trustpilot and saw the reviews and was very apprehensive of my purchase but my experiance was completely opposite. The couch was delivered within the specified amount of time. It came in perfect condition and the delivery was flawless. One day before delivery I got a call from their office asking me when would be a good time and date for the product to be delivered. I really appreciated that because i do home office and not all times are great for deliveries due to meetings etc, I chose next day delivery and time slot. The installation was done professionally and on time. i will gladly order again from XXXLutz

I Ordered a chair but I did not get the screws!! I called them so that I get the screws, but they told me that I just need to go to a Bauhaus! What a ridiculous answer!!! I emailed them and after 10 days, I haven’t obtained the screws!!! What a terrible service!!! Never again!

Wardrobe, bed and bedside tables ordered 10 March with 8 week delivery. 7 may delivery day. Wardrobe can’t be delivered, doors broken. Spoke to Herr Kunze, delivery promised 28th June, 2 hours before delivery, phone call, base is broken. Wrote a letter to cancel order on 28th June, registered. Herr Kunze finally replied on 9th June to say we are obliged to give them a chance ! I don’t think so ! However, 13th June receive a phone call to say delivery will be 14th June and guess what, phone call 7.45 am to say can’t be delivered, doors broken. This item despite its 2370 Euro price tag is obviously not fit for purpose if it can’t survive the delivery process. We do not want it.

I've ordered a sofa on the 2nd of April. I've contacted them many time, they say that their partner is not providing them any info when the sofa is ready for shipment.
Now, they are claiming that DHL delivered my Sofa (!!!) and it should be here for more than two weeks now. I called DHL, and they told me that under this tracking number they delivered a small package somewhere.
They don't even know who ordered what, and what they sent out already!
I can't believe I would ever encounter a company like this.
I told them 2 times that I want my money back, and cancel the order. They keep repeating that I should wait for my order because it's here soon. I'm so disappointed. I just want this whole story to end, either to receive the sofa, or get my money back.

Hello Team,

Please arrange a temporary stove/cooktop until the the cooktop/stove will arrive on your stock !!

We order a kitchen on XXXLutz Mann Mobilia Dreieich on October 2020. The kitchen delivery is planned on 19.07.2021. Two weeks before the XXXLutz team called me and confirmed that all the kitchen parts and appliances are available expect the back Oven.(which may delay for 2 weeks) we accept that also.
Today morning, Just before 2 working days of delivery again the XXXL team called me and said.
Now cooking Stove/ induction stove also not available and it will take minimum one more month. What should we do now?. How do we trust XXXLutz Dreieich.? I cant believe that I ordered a kitchen 10 months before and calling me just two 2 days before the delivery and simply said the Stove/induction plate BORA is not available. (As its heart of a kitchen) Why cant you check the availability and reserve for us before? I am really now disappointed to buy a kitchen from XXXLutz. Also they said they informed they cant arrange a temporarily stove/induction plate until the product comes and we should leave with a kitchen which is not possible to cook any food(with out Stove/induction plate)!.

Just telling before 2 days of kitchen fitting at my new home is not really acceptable. please do a quick arrangement for us.

Regards,
from a disappointed customer.

German ++++

Ich habe eine Küche von XXXLutz Dreieich gekauft,
Montagetermin ist am 19.07.2021 and 20.07.2021 geplant.

Ich habe am 30.06.2021 einen Anruf vom Lieferservice bekommen und mitgeteilt, dass außer Backofen alle Artikel für die Montage in Ordnung sind
Ich habe jeden Artikel Kochfeld, Spülmaschine, Kühlschrank überprüft und dann bestätigt, dass alle verfügbar sind, keine Probleme für die Lieferung am 19.07.2021.

Aber jetzt (13.07.2021,13:48) habe ich einen Anruf vom Lieferservice bekommen, dass Kochfeld nicht verfügbar ist und alle anderen Artikel (Backofen, Spülmaschine, Kühlschrank) verfügbar sind. Nicht einmal bestätigen, wann das Kochfeld verfügbar sein wird.

Ich verstehe wirklich nicht, dass das verfügbare Kochfeld jetzt verschwunden ist und erst später verfügbar ist.

Ich bin wirklich enttäuscht von der Situation und habe das Vertrauen in die von Ihnen geteilten Informationen verloren.

Auch zu Ihrer Info, ich habe bereits einen Umzug aus meiner jetzigen Wohnung geplant (aktuelle Wohnungsübergabe ist am 26.07.2021 geplant).

Ich bitte um Ihre Unterstützung, um Klarheit zu diesem Thema zu schaffen und dieses Problem zu lösen.
Also Ich möchte den geplanten Montagetermin nicht ändern (19.07.2021 und 20.07.2021), da ich an diesen Tagen Urlaub beantragt habe

The worst company..I bought a sofa since 3 April and today is the 1 Juli..3 months is gone but I haven't seen what I've paid for..I've called so many times but Everytime is the same..They don't know when my sofa will arrive..As compensation they give me 25euro..Dear xxxlutz you are worst company ever..If you can't deliver don't make people buy things..Never again

XXXLutz is selling furniture which they can't deliver. Not quickly but like EVER. The company is a complete fraud, scam. AVOID IT!

I ordered a sofa and a desk with an expected delivery date of 9 weeks. Now, after 20 weeks of waiting time without getting anything they were kind enough to return my money with a FREE-Shipping voucher as a compensation. LoL

No thank you! Will never buy anything on this portal ever again.

By far the worst experience i had with a furniture shop.
We ordered a sofa wich took around 13 weeks to arrive. We insisted several time thst the otoman needs to be on the right side(we draw even a sketch in the contract) otherwise it is not fitting in our living room. And surprise it arrives of course on the wrong side and the nightmare begins. We called immediately because we have no place for 2 sofas in the living room and we needed a pickup qsap.
Little did I know... It s been almost 3 weeks, the sofa is still in the living room, they just ping pong the fault of the wrong order in between departments and/or producer.
We needed to call literally everyday, several times per day just to clarify that is the wrong sofa requesting everytime new pictures even if it was compleatly clear already from the first one that it is the wrong side. Is never the right department when you call so they always say someone will call us immediately which they never do.
We were not even insisting at this point on when the right sofa will arrive but to just come and pick the wrong one. 3 weeks just to get to the point to get an appointment to pick up their wrong order and we still could not get a commitment, this is outrageous.
So much incompetence I never seen in my entire life. Customer service inexistant.
For the amount of money we poured into this company I m expecting an outstanding and fast customer service.
Enough is enough, today we will call again(because of course they will not go to the trouble to ever call once) and ask for a refund and cancel the whole process.
If you can, just stay away from this company. It is not worth all the trouble, your patience and time.

Update 1 (I feel there will be a lot)
So the nightmare continues with this company communication.
After Monday where they promise someone will contact us during the day if not we will cancel the whole order, of course no one did neither Monday, nor Tuesday. So we called again on Wednesday to inform them we want to cancel the order. Of course the incompetence continues and they cannot do anything but you need to send an email. We sent out the email, no answer on Wednesday, on Thursday someone finally contacts us to understand why we want to cancel the order (not that they did not have all the info in the tons of email and calls we sent and had) acknowledged that it was a fault on their side but of course nothing he could do beside that fact that someone else will contact us today.
So today indeed that someone called and he was clueless why he was suppose to call. Spend the time to explain for the 1000. time the situation that we want to cancel and especially that they come to pick up the wrong couch. Apparently (I don t know who to belive anymore) the sales department is suppose to create another application for the pick up. The sales department says it needs to be done by the customer service, the customer service that it is up to the sales department and so on and on for the third week already...
You expect from a big company like Lutz to see more structure. We are at the point that we suggested them to communicate internally first before having these silly phone calls and it only highlights how dysfunctional a company it is when a problem happens with their orders.

DO NOT ORDER FROM XXXLUTZ! THEY STEAL YOUR MONEY!

I ordered a table and a sofa on 5th of March with an estimated delivery date of 9 weeks. After asking them 10 weeks after of placing the order they told me that there is a delay and that the delivery will take 16 weeks. Today I again called them and surprisingly my delivery now is planned to end of August which would mean 25 weeks…. But of course its just fake. There is no table there is no sofa, there is nothing. 

They just take my money on the 5th of march and wont give me anything in return. Unfortunately they bet on the wrong horse as I am taking legal actions :)



#SCAM #FRAUD #STOPUSINGXXXLUTZ

Everything was fine except for the insanely long delivery time. Unless the couch we bought was made to order there is no reason to wait 3 months. Even if it's Covid time.

We decided to by the Sofa from XXXLutz since was in with a discount and the quality should be higher than the one from IKEA.. big big error.

By mistake, we order "pickup" instead of home delivery, and here we started already to notice how bad the customer support is. You call, nothing happens, call again, and again, weeks later, they said is not possible for logistic reasons, every interaction takes weeks to reply. We try to rent a van by xxxlutz, not possible,"logistical reassons", we rent a van ourselves to arrive there and see a lot of xxxlutz vans part at the entrance.

The sofa has one piece wrong, they send the right side holder twice and no left side holder. And now this is a nightmare, they don't solve anything, they just ignore us. They claim that due to covid they need 8 to 10 day to replay, like if covid is something that started yesterday.

They only have first level support "please send a email to xxx or contact that xxx" "we are so sorry, please wait", over and over, but looks they have no one to actually solve the customer issues.

we would be very happy to keep the sofa as long they replace the wrong piece, but since they don't reply (with useful information!) to our emails or call we will probably just returned and go to ikea.

We have thousands of euro in IKEA without a single problem, fast customer support, and XXXLutz completely fails in the customer support.

Even to this review, for sure will be present with their default answer " we are so sorry, please send an email to xxx so that we can take care bla bla bla"... no solutions, no timeline, nothing, just vague words.

This is costing time and money and we just need a good customer support, we have no information, all this situation is very frustrated.

Great place especially when discounted prices are around.

We are very disappointed by the Austrian branch. This was our first time shopping from this website. The very heavy table was supposed to be sent to our home address, but instead it was sent to a very far post office for us to pick up; we were home all the time during that delivery day. We then found out that they typed the wrong home address to the post. We ordered our most items online, and it just never happened before!

The first customer service staff told us that they had contacted the post and the package would be sent to us. We waited patiently for about a week; nothing happened. We then contacted xxxLutz again, only to be told that it was our fault not being home and we should pick it up ourselves. We asked for a refund, and were also rejected.

Ridiculous.

We were very satisfied with service and products. Much better than IKEA.

A bad experience turned into a better one... Xxxlutz really made an effort and in the end it worked out. Quite some back and forth but I got my products. I think they are trying to improve.

29th March 2021:
Damaged sofa delivered . In the last seven months four appointment happened to repair it but instead of repairing the XXXl (Essen) person damaged it more by making wholes in the fabric. So far no good service, and no hope to get good service in the future.
I made a big mistake by accepting damaged sofa. I could have rejected it on the delivery time....

Update: 12th April 2021:
In four repair appointment XXXl could not fix the issue. I lost four holiday for the repair appointment. To avoid the future headache (further repair), I decided to accept the 150€ Voucher offered by XXL over phone/email. But again the bad Service/experience by XXXl that they sent only 130 € voucher.
Do not trust ............

Have ordered some good over the webshop. Expected delivery time 2 weeks...OKAY doable. We have received three weeks after placing the order an email that the delivery will be end June. Unbelievable...
What we ordered is in principle available in the shop, but tis time not the right color.......
XXXLutz again... poor as usual thus 1 star, would say honestly no star.....

We just moved with all my family in Vienna. So, we spent 1,500 euros on furniture from the online Xxxlutz. We bought the beds of our kids, a guest's bed, a table and many things for the kitchen. They have only sent us half of one of the kid's beds - only one package instead of two! So they delivered only the slide and not the bed! And they also sent by post one pan. Nothing else. I called the call center and after days that I tried to reach them, they only promised me that we will receive a phone call in the next 3 days to arrange the delivery but nobody ever called us! Their service is pathetic. Given that we are lawyers , we are seriously thinking of going legally! Our kids have no beds to sleep on! We keep sending emails but they keep replying that they are looking into the problem! It's really a scam. If you are thinking of buying from them, you should definitely reconsider!