XXXLutz Deutschland Reviews 

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.

I had a very nice experience from the customer service of XXXLutz. I thank Mr. Simon Steffan for patiently explaining every question regarding the order which i have received as a damaged package. He clearly told me all the possible options that can ease my burden in contacting multiple times.

Especially thankful to him for speaking very nice English and made my life even easier which is not always the case when trying to contact customer care services in Germany. A big THUMBS UP...

Best regards
Kurra

I was there to shop a few things, I can‘t say nothing about delivery because just two weeks ago I was there.
What I want to say is about their employees, I was helped by Frau Furtwangler and she speaks very good English, she was very kind, helpful and patient. I’m so thankful. I hope that I will meet this kinds of people in Germany because usually i‘ve meet cold ones.

The order process itself was smooth and the pictures of the product were good too! I was looking for a high quality bathroom cabinet and found the perfect measurements at xxxlutz.de
The order arrived with DHL and was more around 20kg, the DHL guy refused to carry the cabinet to my apartment on the first floor. I don't understand why heavy items like this are handled with DHL.
When the package arrived, it was fine from the outside but when I opened it, almost every part was cracked or broken. I tried to install it to see how bad it really was.
I found out that some screws were missing as well.. I documented evrything with pictures and send an email to the customer service.
Meanwhile, i fixed everything myself, bought color and mucilage to cover up the cracked parts, replaced the missing screws and so on. All because i really liked the cabinet and the measurements are perfect for my small bathroom.
After a few days, i finally got a reply in form of a pretty generic and loveless email.
The email included a very small amount as a refund or a voucher with a higher amount. WT... why is the voucher with a higher amount than the refund i asked for.

I'm very disappointed and sad about how they take care of the request since they advertise with high quality and so many satisfied buyers. I had high hopes and got deeply disappointed.
Maybe I was unlucky, but i will not buy there again.

I have bought sofas, tables etc from on separate occasions from XXXLutz. At both times, the delivery of goods , the process of delivery etc was really great and hassle free.

The sofa we bought had kunstleder parts that just started to peel off after the second year of use. Besides looking ugly, the small pieces were littering our living room and they stuck on our clothes. In the 3rd year it already looked like some homeless furniture so we had to cever it with blankets before we could give it away for free.
There we NO indications on the labelling that this product will only last 2 years due to the poor quality of the material used. As it is a heavy big pieces, the customer has hardly any way of just returning it with a complaint. I felt betrayed and I do NOT RECOMMEND XxxLutz furniture, unless you want to waste your money.

If I could give 0 star, I would do it. We ordered a sofa which was supposed to be delivered wihthin 10 weeks MAXIMUM. 12 weeks later, I had to call them many times to know where it was (Not mentionning the 30-45 waiting time for every call). Finally, I get the number of Spedition to know more about the delivery. First call, I am told it will be delivered at the end of the week. Second call, it will be delivered a week after. Third call, two weeks later because of holidays.

The day of the delivery, the guy called me to ask if someone is at home to help carrying the couch because they only have one employee.... Then he comes, and checks everything. My husband is at the bottom, carrying all the weight while the guy is hal way there and says: it won't go through. You have to return it. We were pretty shocked because he had no intention of putting some efforts. Then we sent it back to XXXLutz.

I called them right away, they told me to send an email. I did it and now I have been on the phone for 1hour and 30 min to know what's going on! I might have to drive 1 hour to see them in person. A waste of time. A waste of money.

NEVER ORDER ANYTHING FROM THEM. THEY WILL STEAL YOUR MONEY AND IGNORE YOU.

When I order, I was aware about the long time for delivery given (7-8 weeks). After 7 weeks I started to become worried, no updates at all, I sent emails and went o chat and always the same answer "don't worry, you order will be delivered in time". when order completed 8 weeks without delivery, I went to chat and they said to enter in contact by email. Then the horror show start:

- first, they asked me one month more to deliver, I didn't accepted and ask to cancel the order.
- few minutes later, they said my order was ready to delivery and they were trying to enter in contact with me and had no lucky to reach me. No need to cancel
- I answered the email if they have my new number, since i update it on account after order, maybe they have the older one.
- meanwhile, I found the phone number and could schedule the delivery by phone to 13.11.2019 afternoon. And the attendee said that the number was not correct, was the old one.
- during the call, i received an email telling that the "NUMBER WAS CORRECT, PLEASE BE PATIENT"
- few days later, i received an email with "do you really want to cancel? the delivery date is confirmed to 13.11.2019". I answered "No"
- day of delivery: first update on order status is that the truck was loaded and order is under way.
- after some time, xxxlutz called and tells that "is not possible to delivery today, the order is not in the delivery zone, is in another city"
- I asked when, they can't give a DATE. They only says that when the order is ready to delivery they will call me. (what???)
- I didn't accepted, I can wait one week more, but need a date of delivery, this week will be 3 months since I ordered. Attendee promised to check and return with an answer.
- 3 hours later, no call, i call again. first answer was: " we have your order ready, can we maintain today for delivery?". Off course I said "Yes". After some time in the same call: "I am sorry, I can't delivery today, we do not have your order from supplier yet, we call when is ready to delivery". I said "No, is unacceptable, I want to cancel the order". they give me a number.
- Calling the new number: NOBODY ANSWER!!!! NEVER!!!

Terrible company, they don't know nothing about your order. they just want to play with you. I regret even given than multiples chance to believe they will delivery my order. now I don't even know how i can cancel the order.

DON'T BUY FROM THIS STORE

In the shop Aachen, everything is allright.

But collecting your goods at the abhollcentrum is a disaster. Understaffed and definitely nog interested in the customer.
Traject, funny:

Warten had einen vorteil. Die vorfreude dauert langer.

I hope your salespeople get a lot of “vorfreude”, waiting for customers!

Quality Items, professional service.

Delivery could be quicker

Aschheim store. Went to buy cupboards on a weekday and approached an employee in that Department. He was least interested to help and said that one of his junior staff could help us. But the junior staff was on a break and we had to wait for half an hour. Although the employee could have helped us as there was nobody around, he said he consults only those clients who have high budgets and are looking for expensive furniture. I have never experienced such bias in any other furniture store in Munich.

I decided to never ever step into this store due to their derogatory & biased customer service. Save yourself the trouble and rather visit Segmüller, where customer service is very good, their employees are approachable and helpful.

I am sharing now an update regarding my last review here!...
I have sent a complaint with full details to the mentioned email (kommniktion@xx.... as they replied on my review (3 days ago) !
NOBODY HAS REPLIED !!!!
They only replied on public that our customer satisfaction is our goal und Bla Bla Bla ..just in public & then will let you go to hell!
Why should I wait for more than 5 months to have this damn complete bedroom?!!!
Again .. please don't shop here
Don't shop here
Don't shop here
I will publish my great Experienc with you everywhere

The worst store ever! If you wanna buy a kitchen and don’t feel cheated, then it’s the wrong place. During the planning the kitchen the price jumps like a frog. A very tricky system where you cannot see detailed pricing, there is no list with the prices. The same kitchen cost 14500 euro and then immediately 10000 if you buy right now. Feels like they make a price as they want. In the end, the kitchen cost 8800 euro... The workers are not friendly at all, waiting term for the kitchen for more than 2 months. Strongly recommend don’t go there.

Btw, do you see this kind reply from XXXLutz below? I wrote them a letter on the mentioned email and they just left it unanswered... the poorest customer support.

Added 25.03.2020: The kitchen was installed incorrectly. After a month the frame of the Bora stove just came unstuck. Later they fixed it and now guess what? The frame comes unstuck again!

-Communication: works perfectly until you sign the contract. After this nobody knows or is responsible for everything. Telephone communication is almost impossible and emails are never answered.

UPDATE: In the reply of this review it is suggested that someone sends complaints at: kommunikation [at] xxxlutz.de
As I said before, this email also does not work. I have used it twice to communicate my problems and never got a reply.

- Furniture delivery: Deadlines mean nothing for XXXLUTZ. Our kitchen was delayed more than six weeks than the planned date, and our bedrooom/living room almost four weeks. Appointments for smaller deliveries were also cancelled last minute, costing us days off of work for nothing.

Regarding bedroom delivery, most of our furniture was already in the warehouse but we were constantly refused a splitted delivery, which only worked out after many-many-many hours of complaining. After each delayed delivery we were given refunds (in the form of vouchers) from 1% to 6% of the total amount.

-Quality: after 2 months the storage drawers of our bed are broken. We got a reply that it is not covered from the guarantee because we overloaded them. If 4 pillows are considered heavy load, this might be objective. But my opinion is that the otherwise very expensive montage service of the company did not care to stabilize the drawers with two extra supporting planks

I am having the most unpleasant experience with XXXLutz. I have ordered a bed on 15.04. and the product was delivered to me on 23.05. Of course I had to take a day off from work to receive the product. After I opened the package, I found out that the color is not what I ordered. I contacted the customer service immediately and they told me that I need to file a case in order to plan an exchange for the bed with the right color. I did that and provided them with the photos of the bed with the wrong color and of course the explanation that what has been delieverd to me is different from the order. They sent me emails that it is under work. For two weeks I did not receive any feedback. I called them again and they told me that it will be ready in July because the producer needs to produce what I ordered. A day after, they called me and told me that it will be delivered on 11.06. A day after some another person called me and said it will be delivered on 12.06. Today is 12.06 and without receiving any email or SMS regarding the exact delivery time, the bed was delivered. I opened the package and it was again the same color as the previous wrong one. I asked the delivery service to take photos and forward it to the corresponding department. In parallel I called the online shop and they forwarded me to the customer service and the customer service told me that I need to discuss that with online shop, because it is their fault. She also told me that the color of what I have received is the same as what I ordered, even though everybody can simply differentiate berween two colors. They delivered the bed model "Mars" in the color "San Remo eiche" to me instead of model "Venus" in "Multicolor (Eichefarben, Weiß)" and still she was insisting that the color is "identically" the same. Even the delivery service was telling the customer service that the color is different, but she would not accept that.
Now almost two month is over and my bedroom is being used as the stock for XXXlutz. In case I do not receive any good news in coming days I would ask my lawyer to file a complaint against them. Thanks to german Law §§ 437, 439 BGB this problem should be more than easy to solve on the law basis.