Seats and Sofas - Würselen Reviews 445

Avoid the Würselen branch if you expect honesty or reliable service. During procurement, we explicitly agreed with the sales representative that our sofa would be delivered in CW30, as that is when our new apartment becomes available. My wife even called the store later to reconfirm that their estimated system date of CW25 was too early. The employee explicitly told her on the phone not to worry and that keeping it until CW30 "would not be an issue."

Today (CW22), we were suddenly informed that the sofa is ready for pickup—8 weeks ahead of schedule.

When I called to resolve this friendly and ask them to store it until the agreed date, the customer service team was incredibly rude. They literally told me that they can't do anything that I trusted their word instead of writing it into the sales contract. Because of their broken verbal agreement, I am now forced to pay an extra €525 in double-transportation costs.

Seats & Sofas Würselen clearly does not care about customer satisfaction or the verbal commitments made by their staff sales people. Once they have your money, you are on your own. Absolutely unacceptable.

Update from 31.05.2026

I went to the store to try to resolve the issue in person. I spoke with the salesperson who had assisted me on the day of purchase, and he confirmed that we had an agreement for delivery in CW30. Afterwards, I asked the customer service representative if there was any alternative, and she said she only follows what is stated in the contract. I then asked her, “So your word means nothing?” and she replied “no.” As in the rest of the interaction, a passive-aggressive tone was used.

Another point is that the store replies to public reviews asking you to send them an email, but they do not respond to the emails. It is just a way of showing the public that they provide customer support, but that is not actually the case.

Note: When leaving the store, the salesperson spoke with us and said he would try to reverse the situation, as he acknowledged that we did have this agreement, but that the final decision was in the hands of the representative who finalizes the contracts at the end of the day.

I definitely do not recommend this store—not because of the salesperson, but because of the customer service. In the 40 countries I have been to, this was by far the worst service I have experienced. Even though I spoke the same language as the representative—German!

It was fantastic, the reception was awesome, your workers are friendly and accommodating. Infact they did a good job with their customer orientated satisfaction. In future i will like to come again .

Oliver helped us to choose the best couch for us, he was very patience. Thanks

Very friendly and helpful staff as soon as you walk in, large selection, and very well presented. They also accept tax free forms (VAT). Oliver helped us out and he was incredibly professional and nice to us with picking our first large size couch.

Terrible Customer Service from Seats and Sofas and delivery partner Alemannen-Umzüge GmbH. They put my newly bought Sofa under the sky as they couldn’t bring it up at 1st floor and didn’t get any reasonable solution as clients.