XXXLutz Deutschland Reviews 

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!

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