XXXLutz Österreich Reviews 

Can't trust service because there is no service. They do what they want. Bad service .

**Paid inspection without a report, no workable repair, and an offer to buy the table again — Order W186XP**

I purchased an AKAZIO extendable dining table from XXXLutz on 14 October 2024.

The extension system is defective. The metal locating pins do not align with the corresponding holes, making the extension panel extremely difficult to install. During normal use, part of the wooden connection area on one side cracked. The opposite side also remains defective, so the table cannot be used properly in its extended position.

I contacted XXXLutz repeatedly but initially received only refusals. Only after publishing my previous Trustpilot review was an inspection arranged. This was not free: I paid approximately €70 for the technician’s visit.

The technician inspected the table and told me that, in his opinion, it should be replaced because an extendable table should not work this way. He said the final decision would be made by customer service.

XXXLutz now refuses to provide the technician’s report or written findings, claiming that the report is an “internal document,” even though I paid for the inspection. If the paying customer is not allowed to see the result, what exactly was the €70 fee charged for?

After the inspection, XXXLutz offered me a replacement part, and I immediately agreed to pay for it. They later admitted that this part would not work and that a completely different part was required. I again agreed to purchase the correct part and asked for its price, but no price was provided.

Instead, I was offered a new table for approximately €700 at a supposedly discounted price.

This is not a repair solution. It effectively means: “Buy the table again.”

I paid approximately the same amount for the original table without any special discount. I do not need another large table. I want the table I already purchased to be repaired.

I am not demanding a refund or a free new table. I remain willing to pay for the correct replacement tabletop, component or extension mechanism, provided it can be installed and restores the table to proper working condition.

My requests are simple:

1. Provide the inspection report that I paid for.**
2. Provide the price and specification of the correct replacement part or mechanism.
3. Explain how the damaged opposite side will be repaired.

XXXLutz has taken payment for an inspection but refuses to provide the report, has not given me the price of the repair I agreed to pay for, continues to ignore my question about the other damaged side, and presents buying the whole table again as the only solution.

My complaint and full history can easily be found in your internal ticketing system using order number W186XP. Please do not ask me to contact customer service or explain everything again. Locate the existing case and answer my three questions.

Extremely disappointing from start to finish. The furniture may look attractive in advertisements and showrooms, but the real quality often does not match the premium prices being charged. Delivery delays were frustrating, communication was poor, and trying to resolve issues with customer service became exhausting very quickly. The after-sales support especially left a terrible impression, with little accountability and slow responses. Overall, the experience felt far more stressful than it should ever be when buying furniture.

I received an extra chair that I never ordered. Despite clearly stating that I do not want to buy or keep it, XXXLutz issued an invoice and repeatedly tried to shift the return process onto me (including organising pickup myself or accepting vouchers). Information from their staff was contradictory, and the situation dragged on unnecessarily. The issue remains unresolved, and the incorrect delivery continues to take up space in my apartment. Overall, the handling of a simple warehouse mistake was very disappointing.
Update: 25.06.2026
After escalation, the issue was resolved, but it cost me considerable time and unnecessary explanations for a mistake that wasn’t mine.
I’ve increased my rating because the other furniture I received from XXXLutz is of good quality. However, they should invest more in training their customer support staff, as it impacts their reputation.

Excellent service in the childrens section Frau Micela Bertalan provided very good service and the children section is well equipped. Very happy with the service provided and can recommend Lutz 1220 Wien. Sunethra

I ordered a knife that I was told was in stock, and would be delivered in 6 days. After 6 days I was told that it was not in stock, and would have to wait another two weeks.

When it finally arrived, the product was not the one I ordered.

Contacted support, and was told that I could return the incorrect one, and they would send me the correct one. That will take another week to receive. I asked for a compensation, but the best they could do was a €5 discount on the incorrect item, or I could return the incorrect one. I could have done the same myself by buying another one, and returning incorrect one. No resposibility taken for them not delivering on what they promise.

Never buying from this place again, although their prices are very good.

Never Again: Unsafe Products and Shocking Service

We are extremely disappointed with our experience at XXX Lutz. From our very first order we already had problems, simply because they were unable to write our address or even our name correctly. At that time, customer service solved it politely by email, so we decided to order again. Unfortunately, this last order turned into a real nightmare.

We paid 100 euros for two large lamps. What we received was unbelievable: one box literally full of trash, plus two more huge boxes, and inside one of them a “lamp” in pieces, with cut cables, dirt, and components that were clearly unusable and had to be thrown away. This is not only unacceptable — it is extremely dangerous, because sending electrical items with cut cables can cause serious risks. The second lamp arrived in slightly better condition, but still not functional.

Customer service by email was completely absent. We then tried WhatsApp, where an agent named “Muslim” replied without any apology or acknowledgment of the situation. He told us that if we wanted the damaged items collected from our home — even though the boxes were huge, heavy, and full of trash — we would have to pay the shipping costs ourselves. After paying 100 euros for unusable products with cut cables, we were expected to pay again just to return their garbage.

When we refused, he said we could bring everything to a store branch — but he only suggested this after many requests, and only after we insisted repeatedly. This meant we would have to pay for a taxi to transport their waste back to them. He also refused to provide the store address at first, and we had to send a huge number of messages just to get it. At one point he even told us we could “look it up on the internet,” as if asking for the correct return address was an inconvenience for him.

When we pointed out how unacceptable and unprofessional this was, and told him that his behaviour came across as lazy and incompetent, he claimed he felt “very offended,” invented insults we never used, and then closed the chat. After that, he continued sending unnecessary and confusing messages in different languages, even questioning why we left negative feedback — which made the situation even more surreal and unprofessional.

We are also worried because this individual now has our phone number and home address, and based on his behaviour in the chat, we genuinely do not feel safe. No customer should ever feel uncomfortable or unsafe after contacting customer service.

Because of the unsafe products we received and the unacceptable behaviour we experienced, we are currently evaluating legal action against both the individual involved and XXX Lutz. No company should ever put customers in such a situation.

This experience went far beyond normal inconvenience. Receiving unusable items, including cut electrical cables, is already unacceptable and unsafe. Being treated with disrespect and blamed for their mistakes is even worse. We will never order from XXX Lutz again and strongly advise others to avoid this company.
Ps: after we have being stalked and harassed in a sick way by your "customer" agents, no we don't want to contact you but just in a legal away through our attorney.

Same as in Germany and Hungary, the furnitures arrives with missing parts and the bed and the desk chair I bought, are both made in China, Guangdong label attached. Never again

The product was in good condition and arrived on time

The Lady Jana boxbed model purchased at 50% was obviously on sale for a reason. It took almost 9 weeks to fulfil the order. The bed is absolute rubbish. The assembly instructions are inaccurate; the finished pieces are cheap, the base wood is crap and there were so many components with non-drilled holes through the base, I simply gave up on Day 3. I will never use xxxLutz again!

This is my second review of XXXLutz Austria. This one is after receiving the items I purchased.

On March 11th, I received the dining table I bought. It was damaged. Unfortunately, I can't upload any photos. I contacted XXXLutz customer support on the same day. On March 17th, I received a message that the tabletop is expected to arrive in 3-4 weeks. 3 weeks passed, and I contacted them again to ensure the tabletop arrives before Easter. Well, guess what? It eventually arrived at 09.05!!! Meaning I waited two months to have a normal table in my apartment! Of course, the payment for the table was already taken!

On March 31st, I received the leather sofa I bought. It has two scratches - on the back and on the bottom. I contacted the customer service on the same day. They initially offered me a voucher of 100 Euros for that. That's very rude! They don't even bother to ask how they can make me feel better about the incident. They think they can make people shut up by giving them vouchers. Of course, I said no. Money can't buy me, and of course not vouchers for XXXLutz.

Several days later, after showing them I am really not going to give up, they said that they will contact the manufacturer. A day or two after that, they said that the manufacturer should contact me within 14 days to arrange a check in my apartment and see what he can do. Today we are on the 13.05 and no one called me. Although I already contacted XXXLutz once or twice during this period, hoping to make things go after. But I was wrong.

Disrespectful, ignorant company. Their power and money made them lose their mind. In a second thought, I would sleep and sit on the floor rather than buy from XXXLutz again!!

Momax Croatia
Last year in June, I bought a garden swing Montenegro (399.99 e).
We can find information on Momax's website:
Refresh your garden and create an oasis of relaxation with our quality garden swings. Our collection of garden swings gives you comfort and an elegant touch of nature, creating the perfect place to relax under the open sky. Made of durable materials, our garden swing combines style and functionality, providing you with a quiet corner to enjoy nature.

However, after only 5 months, the swing corrodes, holes appear on the plasticized seat, and the plastic wheels for the awning are in the process of cracking. The connections (which are welded) are very, very bad.

Communication with the customer center is extremely bad. They shift all responsibility to the customer.
Momax in Croatia did not accept the product complaint with the explanation:
The product is used outside and is affected by the weather.

I assume, if the product belongs to the category of garden furniture, then it is used in the yard.
Very bad experience.

Simple, price performance, payment method, wide stock, online simplicity

Worst experience ever!
Purchased a 500+ EUR wardrobe, received it after a long waiting time, when tried to assemble - one of the crucial parts (a side panel) was wrong.
When requested the replacement, they only suggested one after 6-7 WEEKS or - really? - a "voucher" for 30 EUR. Instead of the wardrobe for 500+ EUR I could get awesome 30 eur voucher.
As I have no choice here, agreed to wait for the replacement part.

Ok, now it's better: After a month of waiting time, I asked them for the update on the case - and they replied me that they did not even sent the replacement stating that I did not replied to their "proposal"...

That was the last time I tried to purchase anything here... Not even counting the quality of their furniture and insane assembly instructions lol.

Avoid this company! Very bad quality products and inability to return for free the received broken furniture that has been delayed for several months.
It it my second order that has been delayed. First one was refunded after more than 6 months of waiting as every time the delivery date was extended with no outcome

well designed web page

I bought a garden set at their physical shop in May/24. Paid for delivery and for the furniture in cash AT THEIR SHOP. The salesman told me that the delivery would be in 2 weeks, which is acceptable.
One day after the purchase, I got a text message from them that my delivery had been rescheduled for end of June (4-5 weeks). I accepted, there was not much I could do about it.
End of June arrived and nothing about my delivery, I sent an email, which the manager of the shop confirmed me that the delivery was schedule for that same week or maximum next week (1st week of July).
01st of July I receive a text message from them saying that my delivery had been rescheduled again to middle July (2 months after my purchase and 1.5 month after the original delivery date). I went to the shop, because the situation was getting worse and worse and the manager told me that the delivery was scheduled to END OF JULY (over 2 months after my purchase). When i complained she had the audacity to look at me and say that she sells the product, but the delivery is not her problem. The delivery I contracted and paid in cash at her store is NOT HER PROBLEM!
I wasn’t given a chance to choose the delivery I wanted, they choose the delivery company, I bought at their store, it is their f* problem!
When i complained once again she told me that the maximum she could do is cancel my order.
Here’s the thing: I bought the product and it was discounted (almost 70% discount), and I bought the last one they had in stock. So now, they simply refuse to deliver my things to make me cancel my order and they can put it back on their stock at full price.
Was the first and last time I buy anything at this shop! If I could, I’d give 0 stars.

Update (03/07): I schedule on their website the delivery for the end of this month, since nothing else was left. We will see if they will deliver at least when it’s scheduled.

Update 2 (12/07): the company answered me on 05/07, I immediately sent the details to the email that it was provided to me. Took them 3 days to answer with “our colleges will be in touch with you shortly for a quick resolution”. Today is 12/07 and NO ONE has sent me anything. That’s such a joke!

UPDATE 3 (30/07): after 2 months and 7 days I finally received my things. One of the boxes was damaged, but the product was fine. And 25 days later, no one from customer support has contacted me. Definitely never stepping in their shop anymore.

I ordered a couch 2 months ago for over 2.000 €. When I ordered the couch the shipping time was between 4-6 weeks. It has been already 8 weeks and nothing is here. They postponed the delivery 2 weeks ago without any valid reason! Also no-one is trying to contact me to explain the situtation at all. When I try to contact them, noone wanna take responsilbity and can tell me any reason. Waiting for a couch over 2 Months is not acceptable at all! Avoid this company at all cost! Your item will never arrive and they will take your money on your first day!

If the couch is not coming this week I am gonna cancel it. Customer service is not serious at all and not focusing on a solution.

AUFTRAGSNUMMER
SJ74M7

Ticketnummer XI-17739237

Horrible service! Been waiting for months for a pair of chairs that have been postponed endlessly without any reason. Then ordered a closet that arrived in half at my home and with missing pieces. I have called and raised tickets for weeks. I only received an answer ones that is being checked and never heard back anymore. The left over pieces of a closet are waiting in the middle of my leaving room for weeks. Horrible service! Avoid at any cost! (Before a customer service agent will reply with a nice message here “We are really sorry, just give us the order number”: here you have the ticket: SJ62LJ (Ticket: XI-16988554) - and come and take that garbage from my home! )