XXXLutz — Local services in Prague

New review ("old review" below is from a few years ago, and now I've had the exact opposite experience). I bought a few things from them two weeks ago. I immediately canceled one of the online orders (5 minutes after purchase using an online cancelation form). They kept emailing me about the order, so I filled the form again a couple days later. They emailed after a week asking me which order I wanted to cancel even though I had only requested to cancel one order and included the mandatory order number every time. I told them again in reply to that email which order (politely). No reply after 5 days, so now almost two weeks, with three requests, and the order still hasn't been canceled. Tried to call for customer service and they said the wait is too long and disconnected the call. Just got email today telling me they're still waiting for me to pick up my order. I think their products are actually good, but customer service is horrible and still not sure if / when I'll get my money refunded.

Old review: Bought a bed and they lowered their price by 2000 Kc (20%) a few days after we made the purchase. We emailed to see if they'd give us a coupon or something for the difference and they returned the 2000 kc to my bank account within a week. Not incredible in and of itself, but was still surprised and happy with it (my wife laughed at my naivety at thinking they'd return the money after the purchase). They're online shop customer service is great, but it's really strange how the online and in-store centers are completely separate even when asking about the same furniture. The in-store customer service was terrible. Would have given just 2 stars if not for the wonderful responsiveness and helpfulness of the online team (which by itself would have gotten...

I am quite upset with the customer communication of this company. We ordered kitchen in the end of the last year and the delivery estimations were 12 weeks. When those deadlines were not met, we were trying to contact our client manager, he either did not pick up, or picked up and promised to call back and never did. Most of the e-mails he did not answer. He was super comunicative before the contract signing, but after the signing and sending the first half of the money, the communication practically stopped. No one can tell us exactly the terms, because of that we can not start any connected works. It is very upsetting, I was really of better opinion on this company.

UPD: After almost 20 weeks of waiting we finally got the message that our kitchen will be delivered to us. BUT - all the appliances that we ordered will not be delivered for some reason. So we will have to buy them ourselves before delivery and most likely pay for their instalation (moreover they want us to pay for the appliances that they will not deliver to return us money later - ???). To get even that answer we had to call EVERY DAY, because each time different person picked up the phone, promised to look at our matter and call back, but never did. I can easily say that this kind of low service I meet for the first time in life,...

We bought a bed for our kid and it was delivered to our place after 2 weeks. When we opened the packages, we realized there were pieces missing, without them the bed couldn’t be mounted. We contacted customer service and were told they would send the missing items the week after. But after weeks and several communications, they haven’t found any solution. We’re very disappointed and will not consider this brand for the future purchases.

UPDATE: after several tries with no answer, customer service eventually promised again on phone to send us the missing items last week (4 weeks from the delivery date and 3 wks after they promised to send missing parts), just to end up with nothing, no further updates. We called again this morning and they said they still couldn’t find any solution. At this point it’s been a more than a month after purchasing and we still don’t have a bed. We want a refund! Such a waste of time and money. Products cost more but cheaper quality than IKEA, horrible customer service. Highly...