XXXLutz Deutschland Reviews 

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.

I have already paid 7000euro to have my kitchen designed, but my berator has quit, and now I can't find anyone to help me confirm the final renderings and details! It's really frustrating, I have sent three emails but no one has responded! I need a reply! 7000euro is a lot of money for me! Please tell me how I can contact you to help me resolve this issue."

Poor service! They do not respect the consumer with the deadlines that are agreed in the purchase and then do not respond.
I purchased a mattress on June 26, 2023 at the time of purchase it says it will be delivered in approximately 6 weeks (August 5) which seems quite a lot compared to other stores but Ok I accepted it, but then I receive an email 3 weeks later to indicate that I will receive it in September.
not acceptable, I have sent numerous emails. no response for 2 weeks.
Last Friday the seller calls me and says that it is not possible to cancel. I explain the situation, he tells me that he will call me back on Monday. Today is Tuesday and he never called me back.
I have never left a review, but I really feel disrespected and I would not want anyone else to live this unpleasant situation where there is no response.
I have purchased numerous pieces of furniture, always the service and deliveries have been complicated with this company.

I had ordered a bed on 19.06. The a few days later they planned my delivery on 11.07. It was a long time but acceptable. The day before delivery I was supposed to get a confirmation with more precise time frame. I got nothing. When I called customer service they said that it was a mistake and there is nothing planned for 11.07 and the earliest possible delivery is on 20.07. I took a day off work to be home for this day. Not to even mention that no one ever said sorry for their own mistake. My first and last time with this company

I bought two big packages for outdoor storage space. They arrived broken and I had to send them back. I called them and they told me I had to carry both packages (in total approximately 30 kg) myself to the post office! This is unacceptable!!

Rude, Arrogant customer Service - Schlaffzimmer abteilung Eschborn - Mr Pierecerk and lady boss

They are an arrogant group of thugs who thinks their time and job are wasted if a customer wants to revoke a contract, as the things they sell is of bad quality anyways. The wardrobes even if German made are heavily priced and are still a poor product even if you buy them for few thousand. When you are buying you are KING when you want to cancel it you are SLAVE and at the mercy of their power. I bought a product on Saturday and on Monday went to cancel it and was perturbed by their staff behaviour - which was very arrogant and bad behaviour the salesman even started to shout and say my time is not free and you wasted my time etc. Never will buy anything from atleast that abteilung. I know they are trained to ridicule customers and didnt feel nice about it.

Bought a new kitchen inc new devices. Once the kitchen was installed - the fridge didn't work. XXXLutz told me I need to contact a third-party organization (Electrolux) to fix the problem - I did and they came over 2 times to fix it but they told us that the fridge is broken and cant be fixed anymore + told us that we should receive a new fridge from XXXL. When contacting XXXLutz about this over email they told me something else and that the third-party organization should order a new one for us. We still dont know what to do with and no one can help us. STILL NO NEW FRIDGE FOR WEEKS!!

I've been mounting ikea furniture with almost no problems for lots of years, but xxxxxlutz is different its instructions are unclear, different screws are too similar and can be mistaken placed, I've mounted a bed, I've moved it a little and now have lose a support point and cant be right placed again, I've fear of falling of while sleeping

Unethical conduct - Bad experience in store (XXXLUTZ ESSEN) as well as online.

In store - we bought a few products and this was good. We decided to purchase a sofa and asked the colleague to help us with the order and he created the order in the system. Before we paid for the sofa, we realized that we made a mistake and had an issue with the sofa dimensions. We went to the sales person and wanted to cancel the order. We spent 1 hour to get the order canceled - WHY ? So that the sales person can get his commission ? Pathetic customer service.

With the online order, delivery time proposed was for us not worth waiting. We decided to cancel the order without accepting any product. Some products that were shipped - were returned to XXXLUTZ by Hermes without us handling the return.

XXXLUTZ changed the order costs from 998€ to 786€ - 1 article was worth 218€ and they only transfered 5€ and changed the original order online too. I created a ticket and called the hotline - lets see how long they take to process the refund.

Worst case, PayPal will be informed

We purchased a new kitchen from this store, and while we are very pleased with the quality of the pieces we received, our experience with the sales and delivery process was terrible.

The salesman pressured us to sign the contract on the spot, during our first appointment, without allowing us time to confirm the furniture colors and appliance types, and without making sure that the measurements he took were correct. He claimed that signing later would have resulted in a 20-30% higher price. He assured us that we could change anything at any time in name of flexibility, but he would turn down every change or adaptation request thereafter.

A week later, a carpenter came over to measure, and we had another appointment with the salesman to confirm the delivery. After the initial planning, almost nothing could be retained in the new plan due to the salesman's incorrect initial measurements, causing us to downgrade the cooktop and give up on some furniture pieces. When we questioned why the price had gone up by over €3,000 instead of being lower, the salesman could not explain it in any reasonable way and provided different answers each time we asked. He refused to let us challenge the price or adapt a piece of furniture in a corner.

As the dialogue became increasingly confrontational, we tried to contact XXXLutz via email and phone for a complaint but were bounced back to the salesman every single time. When we finally spoke to the kitchen department manager in person, he listened to us and agreed to lower the price to the initial offer we had received. However, he later discovered that the kitchen had already been ordered without us confirming the final offer, indicating that the salesman had kicked off the order without our consent. Fortunately he was able to put the order on hold, allowing us time to review the final offer and confirm it.

The kitchen installation team was impolite and difficult to communicate with. They demanded that we refrain from checking on their progress every 30 minutes, despite working on our premises. When I attempted to assure them that I was not interfering, they made disparaging remarks about us in their native language, which, though I do not speak it, I can comprehend for the most part.

When the countertop company came over to take the final measurements, they figured out that the whole kitchen was shifted by ~10cm in one direction, making it impossible to fit the countertop. The only way that would have worked would have been to partially disassemble the furniture and remove a windowsill that was staying in the way and was considered during the planning phase. XXXLutz had the decency to deduct the demolition costs from the final invoice, but in the meantime I had to look for a separate contractor myself to get the job done.

Finally, the kitchen was in place after several months of back-and-forth, but the final invoice did not include the deduction for the windowsill. We had to contact the kitchen department manager again to sort it out. Once again, we must acknowledge that he was quick to assist us, and we are grateful for his professionalism.

It seems that throughout the entire process, the salesman was more concerned with making a sale than ensuring that the customer's needs were met. From pressuring us to sign the contract on the spot, to providing incorrect measurements, to giving inconsistent answers about pricing, I found the salesman's behavior unprofessional and misleading.

Overall, the behavior of the salesman and the lack of accountability from XXXLutz is unacceptable and highlights the importance of being cautious and thorough when making large purchases with this company, especially when dealing with high-pressure sales tactics.

Worst experience of lifetime.

I ordered Kitchen last year and paid 30% advance. As Kitchen installation date is coming, I am trying to reach them for more than 10 days but no response from anyone despite sending many emails. Service ticket was generated with expected lead time of 1 - 2 days but it is almost a week and no response. Went personally but there was no one to attend as well. I will not recommend to use any services from XXXLutz moving forward. Wish i would have checked reviews before ordering Kitchen.

Terrible terrible terrible! Avoid !!!
Ordered a kitchen and miniküche where the estimated delivery date was middle of March.
They only sent the miniküche and they did not believe that we didn’t get the kitchen. Then after a painfully slow process they have sent the miniküche AGAIN! Then they informed us that the kitchen will only be ready end of April/May.
No compensation, no real help. Nothing.
Customer service is a joke .
Avoid for any big ticket items.
They have made our house move 1000 times more stressful.

One of the dining chairs arrived destroyed and unusable, it never should have shipped in this condition. No return label provided either as promised on their website. I had three different boxes and not a single return label was included.

I reached out to customer service with photo evidence of the damage, and they are not providing help to pick up the damaged goods sent. Also, are not willing to offer replacement or refund until much later and they do not guarantee to even hold replacement of the chair until they receive the damaged goods.

UPDATE: I was able to get a response to the email address provided below. A replacement chair was sent, but this also had an issue, the cream coloured seat was completely stained. A small discount was provided eventually. I would have preferred for a chair without a defect but accepted the discount because it is too time consuming going back and forth for days.