XXXLutz Schweiz Reviews 

Very bad und unreliable shop. You pay in advance. They said 8-9 weeks for delivery. It is now 11-12 weeks and they don't know where the goods are. They want to delay it for another month. We will no buy more in this shop.

My complaint is related to how the company operates. Two examples:

1. We wanted to return an unopened lamp within the return policy window. There was simply no way to contact anyway. We tried the official support page and never were contacted back. We called the store multiple times to which they said they'd talk to the person from the lights department and nothing. Never heard back after various promises of call back. I had to drive there and they processed the return.

2. Purchased a custom made bench for the dining area. The bench was showing a defect (leg is coming off and it's unsafe to use). Reported the issue via the official website. More than one week later, no response what so ever. One Saturday, I called the store and ended up talking to someone who finally did something. They asked me to send the details to their XXXLutz email (everything I had sent in the official form on their website) and finally things started to move. If only this had been the experience from the start! Now, I just have to wait an eternity for the replacement part to come and hope they don't forget about me...

Sincerely, this company needs a major processes overhaul. It seems like nobody takes responsibility about their duties towards customers. Total lack of professionalism towards customer service. When you're there face to face, all is great but as soon as you're out their door, you're completely ignored.

Date of experience does not reflect these past two experiences which happened within the last 12 months.

Placed an order for a dining table and a bench, which was supposed to be delivered by January 4, 2025 (22 weeks, according to the legal contract, because the delivery was estimated to happen before Xmas). However, almost two months late, and we are still waiting for the delivery to be completed.

To make things worse, part of the order was unexpectedly delivered without any prior notice, and since then, there has been no proper communication, no clear timeline, and no follow-up as promised. Despite multiple calls and visit to the store (where we were never able to find the manager), to the office and to the contact center (that apparently is only for online orders) we received conflicting information, and customer service has been unhelpful and the treatment at the store was a bit rude.

There has been no apology, no compensation (after a lot of persistence, we were offered discount coupons, which we don't want for obvious reasons, that were changed for a discount after our rejection. The discount is still unknown and "dependant on the delay"), and no real effort to resolve the issue, even though the delay is entirely on their side. Very disappointing experience – would not recommend.

Don’t waste your time, order elsewhere. Delays upon delays for our beds delivery, no communication, we had to sleep on mattresses than order elsewhere. This site should be investigated for their false promisses to consumers.

I bought three Varta type D batteries for 185 swedish kronor. I never got my product, and no confirmation of having bought anything and overall terrible treatment by customer service. They refuse to help me with anything nor give me a refund. The number I sent money too was this 46 (0)702 315 011

Gut service

Very good and easy to find things that I looking for and the price is very 👍🏻

We ordered a massive wooden wardrobe, which was delivered two months after the expected delivery date ( and 81 days after placing the order). When it finally arrived and we tried to assemble it, we discovered that, according to the manual, a part of the wardrobe was missing. We contacted XXXLutz, and they sent the part in a package. However, the package never arrived. After more lengthy correspondence, they agreed to send the part again.

A week later, they called us and informed us that the manual provided with the wardrobe was faulty. The "missing" part was actually incorporated into another part. It took them a month to provide this information!

TL;DR: This is a scam company. They don't take responsibility for their products.

Easy navigation and buying process. Great prices and large variations of product choices.

We ordered from XXXLutz, and then saw the reviews on Trustpilot and got quite nervous. But we really had a seamless experience! The price was good, they had said upfront that delivery wouldn't be for a few weeks - and they delivered precisely within the timeframe promised. Nothing bad to say, and would order from them again!

Purchased a bed in their store from Monthey and during the sale process the salesman said that in case the mattress is not to our liking we could change the inner part (not the full mattress) to a softer or harder option as desired. Once the product received indeed the mattress is extremely hard (like sleeping on the floor), so I contacted the store to replace the inner part of the mattress to a softer version. The store refused, saying that the manufacturer doesn't allow it. And that is on a purchase of more than 5000 CHF. The challenge with beds is that during a 5-10 minutes test in the store you cannot really evaluate how it will feel to sleep on for 8 hours.
After several discussions with the sales team in Monthey, the sales team responded to my request and promised a mattress according to my request. If they would have done it at first I would have given five stars. The shipping and installation was very fast and professional.

I ordered a sofa and when I got it, I discovered that the way I wanted it had to be ordered separately.

I got the sofa (AFTER 3 MONTHS) that I could only buy online: in the online pictures the sofa had bed and storage. Turned out that you had to add these option separately via an email message.

I've called the support and they blamed me to not have read the hidden product details "Normal people read it the product details" yeah, and normal people see the picture and expect that to be delivered.

Poorly designed website with dark patterns. Never going to buy from them again.

They are horrible shop, i would never buy again there and my friends too. We were waiting for our couch for 3 months and received it with the base being broken! And they said we will need to wait for 6 weeks to get that fixed and no compensation. Plus nobody speaks in English. Horrible shop and 0 customer services. We just moved to apartment and now we need to sit on the floor and they don't care.

I ordered a cabinet of 6 drawers for my daughter’s study desk. After I ordered it, I read the reviews on here and was afraid the order will not arrive or it will be incomplete. The announced date of delivery was between 09 and 18 January 2024. The order arrived on 18 December 2023. Two weeks after I made it. All was in order. The cabinet is of very good quality and the seller even included extra parts, screws and nails, just in case. I am completely satisfied. Although I left a review on their website, I meant to leave one here too because of all the negative ones I have read before,

I was a bit worried having read the reviews here. However I got an excellent quality product here significantly cheaper than the same product a Pfister. The delivery was on time and the delivery team brought up to the apartment even though I was told doorstep only. Very happy would definitely revommend.

XXXLutz is a scam. Don't even think of buying from them. We spent 1hr+ in store trying to order the right bed. They confirmed that the unit we liked will be available in our required measurements. We agreed, ordered & paid extra for home delivery. Bed was agreed to be delivered in 3-4 weeks. It took 6-7 weeks for it to actually reach. This is after multiple calls & emails for status. Bed delivered was actually wrong in size. We figured out after we took the item apart & started building it & the measurements didn't match. The mattress & bed were also different sizes!! We contacted them right away. Their "customer service" took 4 weeks of back an forth. No one would give us a proper answer. They didn't care. Everyone told us that nobody in the company spoke English and avoided our calls. Middle management leads refused to take our calls. The assistant would hear our story, put us on hold telling us she will connect to her boss shortly, then 30secs later tell us he is actually out of office & unavailable. Yeah right.
Gave us lies & lies. Harassed for over 6 months for just 1 product. Blamed us for the wrong ordering when it was done personally by their employees. Got only the refund of the bed after 6 months of constant follow up. Money paid in delivery was lost. Of course no compensation for the stress & efforts customer had to put in for 6 months because it was all our fault :)

A few months ago I moved into a new apartment, where I needed a lot of new furniture. I bought a variety of furniture from a lot of companies but XXXLutz is the most horrible company I've ever ordered of! I wish I just ordered my furniture on WISH or AliExpress.

I waited 3 months for a table that was supposed to arrive after 6 weeks. Then with 1.5 month delay it suddenly arrived WITHOUT a delivery date (it was ordered incl. delivery & assembly).
When carrying it up, the assembly team broke the table top + they didn't have the right table legs with them.
Of course, the table went back immediately, I mean who wants a broken table top without legs. I think the reasons why I did NOT accept this delivery are kind of obvious, aren't they? But you don't hear an apology or what so ever. Only 'your new table will arrive in a month' (earliest).
When I checked the order status again 2 weeks later, it said the table had been delivered.
After I called they said no new table was ordered.
I asked for part of my money back multiple times. (By mail and by phone) or another compensation for all the waiting, the poor communication and also because the table was broken. They didn't even answer about the compensation. They only claimed I had a table, which was NEVER true.
After waiting more than 3.5 months, I have now canceled the order and asked for the money back, including assembly and delivery.
If I don't get it, I'll sue. Sad thing that they don't leave you another option.
I will NEVER EVER order anything from this supplier again.
Customer service and order information sucks as much as the rest!
Even the 1 star rating is still too much.

6 months waiting for the delivery of mirror and small clothes hanger for our hall. Delivery date has been postponed several times and now it simply shows as "unknown" date.
Asked by email. Standard reply referring to "delays due to current situation". It seems they haven't even changed the automatic email from COVID times. Real shame because they do have some nice furniture. Unfortunately they are not reliable and I will never buy anything else in this shop.