XXXLutz Mann Mobilia Karlsruhe

1 samine bagheri - 8 months ago

Worst Shop Ever. Really one star is much too much for such a horrible shop.

Update on chairs. Our chairs finally came. The person who delivered it was in a hurry so didn't let us open the box. And told us to pay and sign everything. We have ordered 6 chairs exactly the same with rotating functionality. I attached a photo which you can see they gave us wrong screws for 5 of the chairs and only one set of correct screws. I will try to contact them on Monday for this but I am pretty sure they won't do anything about it. What a CATASTROPHE.

Update 29.Jan: After calling different people I could get Mr. Gamer on the telephone. He said he has no idea when they can deliver the dishwasher. In return he offered us 50 Euros Gutschein which is a funny joke.

Update 28.Jan:
Unfortunately the Reply from Customer Service here seems to be a Fake Show. We have written them and until now we did not get any reply. The kitchen is still not completed. The dishwasher and stove are missing. What a disaster.

Update: Although in our kitchen contract it is explicitly written that the kitchen will be delivered before Christmas, as of today 24.01.2022 our kitchen is not there. This being said. We also don't have any specific date. The Lutz refuses to reply our calls and they don't contact us themselves. Worse than this is simply not possible.
The worst shop ever. They lie to you about everything. The prices are all fake and the delivery dates are not real. We ordered our kitchen in October they promised us to deliver it before Christmas but later they said the earliest time that they can deliver is mid of January. Short before Christmas they called and they said even mid of January they cannot deliver the whole kitchen and a part of it will come god knows when. The employee tried really hard to convince us buying cheap products to maximize their profit. So we really had a difficult time convincing him to put together the parts that we want. After signing the contract their behavior completely changed and they even did not try to be polite and nice anymore. Never ever again. The worst shopping experience ever.

1 Hana Barakat - 3 months ago

Update: We sent an email to the address mentioned in thier comment below more than a week, and no answer until this moment.

Worst experience we had in Germany so far.
We ordered many products from them but most of them arrived in the way you can see in the pictures attached this gives you the feeling like someone used it before, we didn't accept this and we are waiting for almost 4 weeks now :)
Plus we ordered chairs and the salesperson told us that we will receive it in 6 weeks we said ok it's fine. But then we received an email said that we will receive it in the end of July, which means almost 4 months !!!! We requested to cancel it since we can't stay without chairs all this period and we both another product from another company of course but where was the surprise ??? They Didn't accept the cancellation!!! There's no way that I will accept their chairs or I will buy anything from them. And I wish if I checked the reviewers before I visited them.

1 Sandeep Tiwari - 2 months ago

This is the worst shop I have ever seen in Germany. I went to them for kitchen. Mr Gamer and Mr Sen knew that I cannot speak or read German. They promised me a lot and not kept any of the promise in the contract and asked me to sign the contract with a promise to work out the issue with me in case I’ll have any. Mr Sen also promised that he will go with us and get the finance approved in zero percentage. What a promise. Once I signed the contract, the design changed, no one was available to help me with finance, finance rejected for wierd reasons and the lady in finance asked me to pay 1000 euros so that the kitchen can be ordered. We again fell for the word traps. Months after paying when enquired, I was amazed to discover that kitchen was not ordered. I again tried to get appointment with either Mr Sen, Mr Muller, Mr Gamer or anyone who can guide us. No response. We walked in to talk to the boss of sales man Mr Gamer and he rather than trying to answer our questions and helping us started shouting as if I asked for his salary. He then told I will
cancel your order and will not pay the advance back. We went to second floor customer care and tried talking to anyone who has some mind to be a customer centric company. Talked to top boss available also but looked like even he has zero patience to hear us. Finally I told them to keep my 1000 euros happily and cancel the contract. No bit of money is worth the peace of mind! This was surely a bad thing happened and the company of this size should not just worry about extracting/looting money from unhappy customer but also try to make some name. Over everything, they were not ready to cancel the contract even when told them on day 2 of signing contract. They just want to be in the business by looting customer.

Stay away from them. There are better products available in other stores and peace of mind too. Zero star. You guys don’t deserve to be in business for sure. With lot of unhappy customers, I am sure your days are limited

Update one: I have been asked in the reply to send the order details. I have done it but I also know that nothing is going to happen on this case. Like others in the store and customer care departments, This also will come finally and cut a sorry face. All they wanted money and they already have my 1000 euros with them and my order cancelled. Let's wait for some week before I post the next update on the work done by so called customer friendly team here.

1 Vidhya Chakravarthy - 7 months ago

Spare yourself time and effort and go to the store right opposite to this store. Worst service and rude staff. I ordered from this place and was promised delivery on a certain date. Nobody shows up on the day of the appointment for delivery. When I call customer care they can’t track him either and then say it’ll be done next week. The next week comes and there’s still no update. Nobody calls, no messages for delivery and assembly and customer care number is outside working hours. I wrote many mails to various email addresses and nobody responded. So unprofessional and not trust worthy.

1 Miriam - a year ago

I ordered 3 items from XXXLutz website. 1st article has to send by post to home address because I was not allow to pick up all together in the shop. Another two items I chose to pick up in Karlsruhe shop.

First of all, I received a notification email that I need to arrange an appointment for the pick up. Unfortunately the telephone number written on the email is not correct. Then I tried to call Karlsruhe shop telephone number but never had people answered. So I decided to go there directly.

As usual, I drove to Karlsruhe shop that opposite the new IKEA, at the pick up point. After waiting for 15mins, I was able to collect one item only. The staff told me that I need to pick up the second item in another address which is 5 mins driving distance away. I had not expected that I need to pick up one order in two different addresses and it was not mentioned before. In fact, it is 5km away but not 5 mins.

When I arrived the second location, I thought I was in a déchetterie. The outdoor area is full of rubbish. The staff working desks are so dirty. I don't think it is suitable to welcome any customer.

Because of the unfriendly online shopping experience and the stupid pick up arrangement, I will not consume in XXXLutz anymore.

1 Luis Óscar Mendoza Guzmán - 3 years ago

Worst place to buy furniture ever. They have a huge place that shows the options, they sell to you all sorts of insurances but at the moment of delivering what you bought it takes 3 months deliver! And that it is only if everything goes right because of something happens good luck with another three months and if you do a claim they just don't care and tell you they give your money back but zero customer oriented service, support or any kind of efficiency that a 21st century store should have. They sell like we were in the communist era or something. I really hope IKEA is soon finished in front of them so their bad business goes down and they learn how to properly deliver a quality service to customers.

--------------- UPDATE ON MY COMPLAIN ------------------

It's been more than a month on my complain and the company is still not able to fix it but of course they already asked for the full amount of money.

They wanted to replace HALF of a PROVISIONAL couch they sent to us to close the problem the the incompetency of the company made them produce it using another COLOR!

Now, they call my wife to tell her IT IS THE SAME COLOR (when she didn't wrote the report and it was actually one of their employees doing it) and it looks like they want us to accept their awful solution and deliver a couch that does not meet the quality they were promising and also violating the contract by making us wait more than 4 months for a delivery!

I do not know how they dare to actually do that and try to blame the customer for their mistakes and have the face to claim they are right.

I am going to keep documenting this awful service to give them a storm on all social media so people already know how they use Marketing to mislead customers about their products, charge them money IN ADVANCE and then give them an awful service with poor quality deliveries.

3 Tom R. - 9 months ago

Prices are ok but not necessarily the cheapest. Also their return process is quite complicated. We wanted to return a table cloth, so we went to the info centre where we got a piece of paper with a signature and were told to go to the department where we found the table cloth. Once there we got another signature and were told to go to the cashier desks with our receipts. And for the grand finale after waiting in line we were told that we had to go to the exact same cashier’s desks where we originally bought it. So another wait…This is the opposite of customer service, the whole process took more than 25 min.