XXXLutz Deutschland Reviews 13,722

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!!

Cassier made a mistake and was sure that I needed a change contract from the sales guy who sold me a desk a couple of months ago. Looking for the sales guy I ran into the local manager (XXXL Lutz Eschborn) who showed no interets providing help and or solving the matter. He started yelling and becoming rude. Nice job from this non caucasian manager (not), who by this behavoir elianates him from clients XXXL Lutz, but yeh not my problem, but as owner of XXXL I would know what to do. BTW not the first time I encountered/seeing him being rude to clients.

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.

Toll
Toll
Toll

I accidentally bought a dinner table in August and immediately emailed customer service for cancellation. They said it's impossible to cancel, and I need to send it back once it arrives.

Since then, they have created 13 TIMES pickups, which were canceled each time without reason. They made me wait at home every time they made a new pickup, and NOBODY CAME or left a note. Sounds like a joke.

The delivery company simply doesn't want to carry the table and cancels the task. XXXLutz doesn't take any responsibility or action to solve this issue and keeps giving me new pickup dates.

The worse customer service I have ever deal with. You are a „ticket“ for them to put in „done“ and push the issue to someone else.

AVOID THIS COMPANY.
Terrible quality, terrible customer service. 500 euro solid wood desk with HUGE VISIBLE FLAWS and terrible quality. 23cm black filling on top surface (not just a small knot), marks on black paint and water damage in all drawers.
Customer service were chased 3 times before they even responded and then their response was not only rude, but legally incorrect, stating there was no basis for complaint. As a lawyer I can tell them categorically there is a basis when you advertise an item of a certain quality that is what you deliver. Such a significant 23cm flaw on the most visible top surface is absolutely not acceptable quality and to even suggest that shows how little this company cares for customers, quality or the law.
I am STILL chasing their rude and incompetant customer service for a replacement and shall be taking legal action if they don't resolve.
PLEASE AVOID THIS COMPANY AT ALL COSTS. would recommend hoffner instead.

I arranged a whole apartment here, great

all great… thank you

Ok Möbel, aber XXXLutz respektiert das auf ihrer Webseite angegebene Lieferdatum nicht.

Spend €500 8 weeks ago on a couch. And there is no couch yet. Bad service and bad company. Don’t buy here!!!