XXXLutz Deutschland Reviews 

I ordered a table that was delayed by an entire month — and the delay was only communicated at the very last minute, which completely disrupted my plans.

When the table finally arrived, it had multiple small defects that clearly indicate poor quality and a lack of proper inspection. Very disappointing for a new product at this price point.

What’s worse is that the company didn’t even offer a replacement — just compensation or a return, which I’d have to go through the hassle of arranging. At the very least, a replacement should have been an option. If compensation isn’t possible, I expect them to take responsibility for the return shipping.

Overall, really let down by both the service and the product. Still waiting to see if the company will do the right thing.

Update:

I got refund for this after a long discussion

We ordered a bench for our entrance door. It arrived within 48hrs. truly amazing. The bench had no defects, and it's even better than what we expected from the picture.

Can totally recommend.

Good description of article on the web page, price was ok. Assembly instructions could be a bit more explicit but manageable

XXXLuts is huge offline chain, so it's very reliable seller. Prices and assortment are really good especially during (often) promotion, ... but delivery service should be improved!!! Sometimes I have been waiting for shipment more than 1 month for whole order due to absence of 1 item!!! Only after direct letter to ship available items it could be possible!
The rest is really good!!!

I have been buying furniture from XXXLutz online for a few years now. Each time, the delivery was clearly communicated and very reliable. Every piece of furniture is definitely of good quality. Highly recommended.

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.