XXXLutz Schweiz Reviews 

Nina is amazing! Super helpful and knowledgeable! 🤩 she helped us choose the best furniture for our new apartment!

Without a doubt, this has been the worst customer experience I have ever had.

I purchased a brand-new bed from XXXLutz expecting quality and professional service. Instead, the bed was delivered with defects from day one.

I reported the issue right away. We were told by the store manager in Dietikon that the bed would be replaced, so we trusted that the matter would be resolved properly.

Instead, months passed with countless emails, phone calls, delays, and technician visits.

Customer service first wanted to send me replacement parts and even expected me to pay CHF 125 for the installation of a product that had been defective from the beginning. Only after I complained did they agree to install the parts themselves.

They later insisted that replacing the dampers would completely resolve the problem. However, after the repair, their own technician documented in his report that the bed is still not in proper condition and that the bed lid/frame is broken in the middle. Even after their proposed repair, the problem remains unresolve.

They have order a part to replace it and will be available midlle August ( to point out that the bed was ordered February ).

What should have been the simple purchase of a new bed has turned into months of frustration, delays, broken promises, repeated technician visits, and unresolved defects.

As someone who has purchased from XXXLutz several times over the years, I am extremely disappointed. This experience has completely destroyed my trust in the company, and I can no longer recommend XXXLutz based on the way this case has been handled.

I will never ever buy something at XXXlutz.

Delivery delayed (without even announcing a delivery delay) and when it arrived, the wardrobe showed transportation damages.
There was no further stock available, so the damaged parts couldn't be replaced.
The offered cost reduction didn't even cover the transportation cost.
The issue couldn't be handled on the phone and it took a week to get 2 email replies, which meant I had an unpacked, unassembled wardrobe standing around in the house.
Enough alternatives out there.

Everything was delivered very quickly. The products have a very solid quality and the price is really affordable. That’s all that matters.

Good quality - fair Price and quick delivery

Unfortunately, I had a very disappointing experience with XXXLutz. The seller entered the wrong color for the bedroom in my order, and despite receiving written confirmation of his mistake, XXXLutz refused to resolve the issue.

To make matters worse, the wardrobe was delivered four times, and each time the mirror arrived broken. Communication with customer service was also extremely difficult, as it was impossible to get support in English.

After this experience, I will not purchase anything from XXXLutz again. Overall, a very frustrating and disappointing experience.

Ordered a garden lounge set.
Originally said delivery would take 2-3 weeks - 6 weeks have now gone by.
Endless calls, no one knows where the lounge is and state they cannot reach the central warehouse facility.
Went to the physical store in Dietlikon, who claim they are completely separate with the online branch and share they are also well aware how awful they are, and I cannot even pick it up there (it is a massive store) so my only choice would be to drive 2h to pick up the delayed furniture.
Avoid at all costs - prices look great but you're paying for nothing and with your time.

They sold me such a soft mattress that after a week I couldn't even stand up in the morning. I trusted them and bought my bed that the general manager in Prateln sold me.
I call, I write, I go in person, but they do nothing about it, no result. I have bought everything in xxxlutz till this experience. I have never encountered such an approach to customers in Switzerland and I have lived here for 14 years.
I'm not a person who usually complains, but without sleep it's hard

Do not buy here. Defective delivery and no client support!
​I ordered a sofa in November that didn't arrive until February. When it finally arrived, it was defective. Despite reporting the issue immediately, it has been 3 months and the problem is still not resolved. XXXLutz is now ignoring my emails and phone calls. The service department—and specifically the representative handling my case—has shown a total lack of ownership. This is unacceptable treatment for a customer who has already paid.

Ordered furniture in Spring, supposed delivery was during the 2nd week of June. 2 out of 3 Items showed up as intented, the 3rd was delivered without the ordered cable cutout. The delivery crew insisted on at least mounting this version until the replacement arrives. The assembly by the crew goes wrong, it cannot be assembled and hung, so they decide to just leave everything here in parts and leave. Customer support apologizes and in an initial e-mail promises the replacement to be delivered by the end of June. After another e-mail exchange and a small Voucher as an apology the date suddenly changed to September. September passed, i hear nothing. Upon inquiry they just state that the product has arrived and is in their quality control, expect a delivery window shortly. Two weeks since that have passed, again no sign by XXXLutz. After numerous calls they finally agreed to deliver it by the end of October. I like their selection, the staff in the stores is friendly and helpful, but customer service after the purchase is abysmal. Beware!

Extremely disappointed with XXXLutz. After ordering a bed and mattress in March 2025, delivery was delayed, parts were missing, and the wrong mattress was supplied. Despite repeated attempts to resolve the issue, XXXLutz never contacted me or offered any solution. It took 7 months and constant follow-up before the correct items were finally delivered. The lack of customer service and respect was unacceptable. I strongly advise against purchasing from XXXLutz.

Ordered a wardrobe for our bedroom.
- sales lady informed us only on the last step of the configuration (30 minutes) that delivery would take 8 weeks
- on the day of the delivery, the 2 guy did not have the configuration and started the assembly wrong. My girlfriend found the configuration, asked them to correct and they were not happy because we wasted their time
- then I had to leave the building and found that they had damaged the walls and the elevator door at the ground floor level. Badly damaged.
- submitted a case, keep on pushing, being told on the phone that I will get an answer soon. 1 week gone now
Definitely a very bad experience from begin to end.

My partner had ordered a tv board.
First thing that I realized was that there was no sticker or anything that indicates which part is which, and that was also with the screws and the connecting parts.
There was definitely a miscalculation of the dimensions of some elements of the product, and a part could not fit in the other part.
After contacting the shop they agreed, after sending them some pics of the deficiency, to change the entire product. They sent me exactly the same product, saying to me that i have to pack and send back the old one withing 14 days after receiving the new package.
The packages were 2 big boxes weighting 40 kg in total, apart from the fact that i had to put everything inside in a specific way so that they fit in the boxes, i also had to take everything by myself to the post office. This was by far the worst experience I have ever had with a shop.
CONCLUSION
Fast replies from the customer service department
BUT
very bad quality product
expensive for what it is
bad customer service

Couple of months ago, I bought a couch from this company. The couch is for sure incorrectly designed as the back support does not have a legs from the bottom. The whole section is quite heavy for it to be connected just with couple of screws into chipping wood materiál. As expected, the back support broke off and I am given "No" multiple times for a warranty claim. Ridiculous customer service. Absolutely disappointed. I will never buy anything from this company and will forever hold grudge against them. The couch is advertised as 1300CHF. Not expensive, but should last longer than 3 months.

delivery times are neither transparent (displayed only after purchase in the confirmation email) nor in line with the market (7-8 weeks!) and comparable to custom-made furniture. This is not acceptable for the kind of furniture and quality proposed by XXXLutz.

It’s one of the worst experiences of quality and service. We moved to a new apartment and hence bought quite a few furniture. Most of the furnitures were delivered late, even though we keep requesting for early delivery. Some were even delivered after 6 months. Quality of the furnitures as well is pathetic. The high board has been serviced already 3 times, but the drawers will still not close properly. For a price of CHF 400 such a quality is not acceptable. The wardrobe doors are supposed to be soft close, but don’t close until pushed all the way through.
Overall worst experience, that to in Switzerland, which is known for good quality products and services.