XXXLutz Deutschland Reviews 16,809

As a new customer I have experienced all possible problems at once in only one order! As like:

1- Defective delivery: side-broken glas of a table and broken Leg of a chair.
2- Delivery delay: 13 weeks waiting time for a delayed sofa instead of the promised 5 weeks!
3- And now the sofa from "Carryhome" (Artikelnr. 0087000101) only looks nice as the photo but the upholstery inside it is a real TRASH!
After few weeks of usage when I sit on the long side I sink down! The other part of it starts to make a noise by sitting due to frequent contact between metal & wood.

I do really regret not sending it back within the first 30 days but the very long delay and the real TORMENT with thier costumer service made me give up and accept it at first!

Now instead of suffering with their Customer Service regarding the legal guarantee, I would rather save my back and sell it for less than the half price on internet just to get red of it!

I Would never step again in their shop!

I had ordered the kitchen for my new house almost an year back with XXXLUTZ Aschheim. They have even come to my house to take the measurements and we have been in constant discussions since then. When the time came for them to deliver the kitchen, to my surprise they delivered it to the old address. I was flabbergasted, how is this even possible after an year long discussion and even they came to the place to take measurements.
My family had planned entire moving with a small baby(1 yr old)depending on them. It is difficult to survive with a baby with no kitchen in the house. It gets even worse to know that now any time soon they won't be able to deliver it to the correct address as it is in a different side of the city and they must outsource it to the team there. I wasn't expecting such a screw up and poor customer service from their end.
They offered a temporary kitchen that too not immediately and didn't even know when it can be delivered, but until they find a solution, this whole process put us through a lot of mental stress and financial loss.
I just want to give a heads ups to all those who plan to shop with them in future, it is a pity that you should never rely on their service even if it's a mistake from their end. No one from the customer service is able to understand the situation you are in and all they say is that we are reviewing your problem.

. We are also ready to come and pick the product from warehouse..
Give us a solution immeduately, its frustrating how customer care handles after sales....
As requested by xxlutz, we have sent an email with all the details, hoping we would soon receive a proper solution.
It has the pathetic and worst service of my entire life. My wife ordered one bed and shrank in begining of Oct 2020. In Dec Only the frames of the bed and a broken shrank was delivered. Since then we have been asking to deliver the remaining parts and one room of our house is occupied by the incomplete bed. We are forced to sleep on the floor and Sofa... It is a frustrating experience... Can any one help how to make this company moving and responsive. Any law for consumer etc

Special thanks to Mr. Sohr, Dining Room Dept. Manager, Wolfratshausen. We just moved to Germany and were looking for a good looking and affordable dining room set. Thanks to Mr. Sohr professional and passionate manner we felt very comfortable. Of course it was just a matter of time my wife felt in love with a Joop dining set. Bit more expensive than expected but as we all know: Happy wife, happy life!

We ordered a kitchen 1 year ago and confirmed the delivery date 6 months ahead. Then it turns out the the equipment is not available anymore (refrigerator and microwave). XXXLutz is not replying to emails, phone contact is almost impossible (redirected without answers), they tell you that they will call back but nothing happens. Almost 1 month after the original appointment for installation we still have not even a date when we will have a functional kitchen. Don't trust this company!

Worst customer experience ever! Still waiting for my furniture ordered in July! Call center is not helpful at all. Sales is making wrong promises. They tell you they will call you back but never do. The nerves this has cost me... Making sure none of my friends and family will ever order anything here.

I had my kitchen installed on 30/12 and 1/12. The boss who helped to install the kitchen asked for the final payment which was not the correct amount stated on the bill. He said he would take the appliances away if we don’t sign the payment. After calling the back office, we signed the payment with the correct amount. But very bad service n experience I had countered. This is common sense people will not sign something which is not correct especially amount transfer. I hope the company can employed people that are more professional. At the end, is service. People will not go back to buy. But I do appreciated Martin who helped us planning the kitchen.

Update: The company did not contact me as they suggested in their response ten days ago. However, we called again yesterday and finally reached someone who was actually helpful. I will pick up the chair directly from the store, as I don't trust having them send it again. I don't understand why nobody else in the last month and a half could offer this solution, but I am glad it is now solved. This company seriously needs to address their customer service, as this helpful representative seemed to be the exception rather than the rule, though we have been civil and polite throughout this process.

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This is by far the worst customer service I have ever experienced. I waited to leave a review because I trusted the company would account for their errors. Below I will detail the experience, all with information that I sent customer service directly and they (once again) have not responded to.

1. On Thursday, October 8th I got a call confirming my delivery time for October 15th between 8:00am and 11:00am on Thursday, October 15th. This is also the timeframe listed on my bill.

2. On Thursday, October 15th, I was at home until 12:45pm. My items were not delivered by then, and I had to leave for work. Sometime after 15:00, a full four hours after the delivery window, a delivery was made to my apartment. I was gone because I had work. My flatmate got a delivery he wasn't expecting, and he signed the top page he was given, not seeing the page with the itemized list that said there was supposed to be a chair in addition to the desk that was delivered.

**Note that I did not expect the items to be delivered without another call to me to confirm a time when I would be home, considering the delivery was already nearly two hours late by the time I had to leave for work. So I did not leave any instructions, nor did I authorize anyone else to sign for my (incomplete) delivery. I would never have signed this paper, as I was expecting a desk *and* a chair.

3. Later in the day on Thursday, October 15th, I sent an email to the Kundendienst account listed on my Rechnung with the relevant information. I expected customer service to get back to me on this within a reasonable time to solve this delivery error. I never got a response.

4. Because I did not get a response, I sent another email on Sunday, October 25th. I never got a response.

5. Because I still had no response, my friend (who is a native German speaker) and I called on Wednesday, October 28th. The representative told me to send an email with my order number to his direct email address. He said he would call to check if the chair is still in the warehouse, and if not, he would have to order it again from somewhere else for me. There was never an understanding that if the chair was not in the warehouse that I would not get my chair. He said simply that if it was not there, it would take longer because it would have to be gotten again from somewhere else, but that he would solve this and make it right. I sent the requested email later that evening. Again I got no response.

6. After no response, my friend called again for me on Friday, November 6th. She was told I would be contacted via the email attached to my account.

7. On Tuesday, November 10th I got an email not even addressed to my name saying I signed the delivery papers and the chair is not in the warehouse/stock, so they cannot accept my claim. The name on the delivery paper scan they sent me is clearly my flatmate's name and not mine. They had the audacity to end the email saying "We hope this email was helpful." I am not surprised that they could not find the chair in the warehouse now, considering it has now been nearly a month since it was supposed to be delivered.

8. On the same day, Tuesday November 10th, I sent the above information in response to that email, including PDFs of every email I had sent to them. Note that I never got an email response saying the email addresses were invalid/the emails could not be delivered, and I have been checking my spam filters regularly to make sure no emails have gotten stuck there.

This has been by far the worst customer service I have ever experienced. It is not acceptable that after paying nearly 200 Euros for a chair, I have had to spend this much time and energy contacting and getting no response from customer service only to be told at the end of the day they can't do anything about it. This is not helpful and it is not right. My signature is not on the paper they sent me, saying I had signed it. The delivery was four hours late and therefore I could not be there to confirm it had everything in it.

I love the desk that I ordered. It's a great piece of work. I hope to use it for many years to come. But I have been sitting at it in a plastic chair for a month, with back pain and increasing frustration.

Safe to say I will never again order from this company.

One of the worst furniture shop I have ever seen in my life. They create problems in every phase of purchase. They took around 5 months to deliver my sofa that too defective piece. When we contact for the same they say noted but nothing happens.

I will never recommend this shop to anyone

I want to ask is there a international delivery?

I was simply schocked!! They had given me an additional wrong product during warehouse give.I called them to let them know about it and would like to ask for a send back way.( retoure post)
The answer i got was “ you should bring it back here!!you get it and you are guilty that you did not realize it” . And i said “if i did not call you, you would not even know about it”. Answer: “ yes sometimes to be honest has a conciquence”
I will give it to the people that have couch delivery today.(this was my offer)
That was the last time for me...
No xxxlutz anymore!!!( not beacuse of the failure that happened.. it can happen.. but the way they talk and attitude..)

Worthless products, worthless after-sales service..worthless company. Stay out of here!

25 of June I have ordered a sofa from xxlutz Manheim store. They would deliver it to Wiesbaden so that I would pick it up from there. After 8 weeks I have contacted the Manheim and they said they will deliver it in two weeks and made an appointment for the delivery. Then they have cancelled. Here it has been 12th week and I am still waiting my sofa. I wish I had never gone to xxlutz. Poor customer service. Nobody knows what has happened to my sofa. The last time I contacted to them. They have told me that sofa has been delivered to Manheim store accidentally.
I hope somebody takes care of my problem. Never buy from xxlutz again. I feel awful.

Only if I had checked the trustpilot before ordering stuff from XXXLutz, I would have saved myself from disappointment. But i ordered and now i am stuck.....here it goes

I ordered a couch at the end May 2020 with an expected ETA 6-7 weeks with only pickup from the store with no delivery option to choose. 8 weeks pass by and no update, it was expected to arrive in the second week of July 2020.

Reached them again and got an update with no info from the supplier, we also got an option to get it delivered to our house and we opted for it. Got another email after a week that "since you changed the delivery type now the expected delivery is delayed by 2-3 weeks".

Still waited and contacted them and got an ETA by last week of August 2020 but no one called for delivery. Contact them again and now they say it will not be delivered before mid of Oct 2020.

To XXXLutz

If you don't have the good available then don't advertise it

Take ETA seriously, if you are dubious about it then mark it infinite and people will not expect or not order

Our bed was first delivered broken, then in the wrong color. Delivery of the correct bed took almost one year and cost us lots of time consuming calls with the company! Customer service and their availability could not be worse.

***UPDATE: I received an email after this review stating that they were working on the issue. That was a week ago and I’ve heard nothing back. I emailed to advise that I want a full refund, as I no longer want to deal with this company. Still no response. If they do not respond to me soon and issue a refund, I will be taking this matter further. This is disgusting service! If I do not get my refund, I will be advertising on every platform I can access, about the SCAM this company is running.****

I ordered a sofa on 30th June, which specifically stated 4 day delivery. I emailed after 4 business days and asked that they email me the delivery details. I was flexible on the time as I was home all the following week. I wanted the email to have a written record of the delivery and also to avoid me getting confused on the phone, with my less than perfect German.

I after finally confirming a delivery date of 9th July 10.00-14.00, I stayed in my brand new, empty apartment all day and waited patiently for my delivery. At 14.30 I called the delivery company who had confirmed the delivery with me and was told they had no record of my item and they hung up on me. I called XXXLUTZ and was simply told that a colleague would be in touch.

I messaged XXXLutz via Facebook on 10th July to get an update as I had been given no information on my sofa that was supposed to be on a truck to me the day before. I was repeatedly told that someone would contact me and when I messaged back 5 hours later (sufficient time to investigate the issue), I was told to be patient and wait. I was treated like an inconvenience. I have lead customer service teams for multi-billion dollar companies in Australia and my staff would be fired if this was the level of service they delivered. They would never do this though, because I trained them better than that.

I still have no response from XXXLutz. I am now moved into my apartment and have no sofa. If it were a 12 week Waite stated on the site, I would have understood and moved my old one here temporarily. But no... It stated 4 day delivery.

XXXLutz, if you read this, please have someone email me immediately to resolve this issue. Email allows me time to translate and reply appropriately. I don’t expect your staff to speak English, we live in Germany and it’s my problem that I cannot communicate better in German.

We purchased 8 Taupe Novel Dining chairs last year. The coating on these chairs has eroded and broken off, leaving them looking a huge mess. The chairs are not over used so it appears be due to them being very poor quality chairs. I emailed the Kommunikation email address and have not yet had any response.

I have now received a very unsatisfactory response:
“We regret that a complaint has been made in your order, but we cannot recognize the obvious defects in the synthetic leather here, as these are due to wear and tear. The warranty obligation relates to the frame and the seams.“

I do not find this acceptable at all. I purchased 8 chairs and they are ALL not used - we are NOT a family of 8!
The chairs are of un-merchantable quality. Dining chairs should last longer than 1 year!! I sent the photos of the awful chairs to XXXLutz and now they say wear and tear!!! Disgraceful!!!

I have requested an update on my order today in the Essen store which is for delivery on the 1 August. The salesperson was arrogant and still could not give me a firm delivery date? Other goods we purchased online, soup bowls, have still not been delivered and the delivery date has been extended. This will also happen to my furniture if they cannot give me a firm date today if the delivery is due in 2 weeks. Bad service and arrogant attitude at Lutz in Essen!!! I am the customer; BUT will never buy from Lutz again and will advise my friends as well.

I'm amending a fairly harsh review from April. We ordered a dresser (Kernbuche Massiv) and the hardware was so faulty that the drawer fronts fell off.
My reviews on Facebook were immediately erased, so I turned to Trustpilot.
My negative review lead to a very quick contact from customer service. Not only did Lutz deliver a new dresser, but they also covered it being built by their drivers. I hope the new dresser proves to be of better construction. So I must praise the customer service I received after complaining here. I wish that the response had been a bit better at the time. My official complaint over Lutz's website was never answered. Only my complaint over Trustpilot and Messenger.

We bought 6 set chairs last March.We ordered gray color but arrived light blue color. We did not send it back because we decided to go with light blue.But Month later,i found out that the chairs have bad smell . Its so bad in the nose ,maybe this was of the materials. So dissappointing. Grr....
I dont know if we can still change this chairs.