XXXLutz Deutschland Reviews 

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)

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.