OTTO Reviews 114,367

My partner and I ordered a wardrobe. We ordered it in the color champagne, on the website it looked like a beige ish color with a pink tint to it. Unfortunately when we got it and started putting it up we quickly found that the color of the wardrobe did not match the color on the website. We thought they sent the grey one (yes the color was that different that we thought it was the grey model) and so we contacted Otto. They sent us some color samples, and it turned out that we had indeed received the correct color. We wrote them that the color on the wardrobe did not match the color on the website, to this they simply responded that there could be slight differences in color…. Sorry it’s not a slight difference when the product you think you get is beige with a hint of pink and you then get the product and think it’s the wrong product that has been sent because it looks grey.
Now they refuse to do anything about it, all we want is a simple refund, not asking for a full refund.

Reuben was very helpful at collection, process is simple and easy.

Dear OTTO never ever again ! By far the worst place you can order home appliances from. Regardless of purchased guarantees the process of replacing an item has taken over a month and 10 emails. The service partner doesn’t answer calls and or hangs up on you after being on hold for long periods of time , and the games don’t stop there. Even after the service partner finally came and deemed the refrigerator unrepairable I still had to wait and go back and fourth with customer service to get the item returned. I had the refrigerator about a year before it broke and it will probably take me equally as long to get this junk out of my house and my refund. Terrible business processes and I don’t recommend this to any one !

I closed a cruise tour for tomorrow, December 31. I had already paid for everything, me, my wife and my children. The company contacted me today, 1 day before the tour, to charge me extra - 750 dollars per person. An absurd and total lack of respect for the tourist.

Disappointing customer service. I didn´t even try to return my article yet, but wanted them to know that a matress I bought had bugs in it and was partially destroyed through that. I was open to fix it but it worries me that an item otto brought into my household caused this. The customerservice was so disappointing and tried to avoid me, stopped replying to emails, without explaination refused to give me details on how the matress was produced or stored and overall didn´t work as I would expect from a customer service.

I had a very bad experience with Otto that has completely destroyed my trust in the company.

I ordered two products, both of which I returned less than a week after receiving them. The return was sent together in one package, and I have the official postal receipt proving that the return was made correctly and on time.

However, Otto later claimed that only one of the two products was received. What makes this even worse is that the return was only registered in their system more than a month later, and only after repeated complaints from my side. Despite providing proof of return, Otto simply stated that they “trust the company from which the product was purchased” and therefore my word and my receipt mean nothing.

As a result, I am now being forced to pay for a product that I did return.

This handling is unacceptable. Customers should not be held responsible for internal warehouse or processing issues, especially when they have proof of return. The lack of accountability, the long delays, and the dismissive communication show a serious failure in customer service.

I strongly advise others to be very cautious when ordering from Otto, especially when it comes to returns. If something goes wrong, you may end up paying for it—even when it’s not your fault.

Update 22.12.25

After further communication, Otto has now cancelled the invoice and resolved the issue. While I appreciate the final outcome, the process was very stressful and time-consuming, and it required persistent follow-ups from my side

They have terrible and racist customer service ladies. They hang up on you, one particular woman called Katrin. I have been shopping electronic goods from them, but this time around i didnt realize how terrible their customer service has been. They dont want to address the main issue and would just direct you to write an email instead

OTTO really impressed me. The ordering process was quick and simple, and I loved how clearly everything was explained. My package arrived on time and in perfect condition. The quality of the product was exactly what I expected — maybe even better. Customer service was also friendly and helpful when I had a small question. Overall, a very positive and smooth shopping experience. I’ll definitely shop with OTTO again!

I bought several household items as well as a washing machine with OTTO and everything went very smoothly and professional. Had some returns of smaller items too and this was also handled very well. Can recommend.

I have been a customer at Otto for over 30 years. It used to be called "uncle Otto" in my home because my children never suffered going without.
I have always been treated with respect and help. The service centre has NEVER been unhelpful or rude in fact I have to say they are the best people I have dealt with in this service sector.

Otto product are really bad they sell refurbished product same as new product and their warranty service also very bad talking from experience

I am using OTTO for past 4 years without a problem but now I am very disappointed in them. My package was delivered by DHL in mailbox (not possible-too big) and I contacted seller and he told me to investigate with my neighbors. I told him it's not mine job to do that and when I contacted OTTO to cancel the purchase they said also the same thing. I can't belive that a seller instead of contacting courier service and investigate I must do it now. What is the point of paying delivery when it's not delivered.My neighbors said that they don't have the package and now I am paying for something that is not delivered, probably stolen.

Poor Customer service quality. Answer comes after very long time/next days, not very polite, official and Little knowledge.

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I saw your youtube advert with trans-man...

In short, I will not be shopping a Otto anymore, because Otto removes reviews, which for products with little reviews is very deceiving. Otto let's external vendor sell faulty products on their website and the seller does not have to compensate the client, because faulty fabricated product is the customers responsibility. The seller (and Otto) can make returning the items very difficult.

I moved to Germany and needed a lot of furniture. Instead of going for another Ikea home, I decided I wanted some variety, so went with Otto.de. I greatly regret this, it's really hit or miss especially with the external vendors.

I ordered 38 items in July 2025.
- 34 items I received and kept with a value of about €4.000. 12 items had issues but I kept them anyway.
- 2 items I cancelled because the seller had delivery issues which caused delays.
- 1 item I returned because I ordered it wrong. Returning this item was easy.
- 1 item was incorrectly fabricated and I returned it. It was €130. Returning was difficult and I didn't receive any compensation.

The only item I requested Otto's assistance with was the incorrectly fabricated item. I needed help with returning the item because apparently you can't use the Return button in Mein Bestellungen. The seller needs to sent you a return label of their choosing. The seller didn't tell me this of course.

The pre-drilled holes where in the wrong place, which cause the back of a drawer not to fit. It was not possible to align the drawers, with the difference in colour between the base and the drawers this was very noticeable, also the drawers where very shaky. The seller only offered a solution for one drawer where the back didn't fit, which didn't solve the other issues. So I returned it. Unfortunately you can only discover the problems if the product is very far in the assembly process. Apparently you can only get a refund if the product is not unpacked and assembled yet and with your psychic abilities you must determine if the product is faulty. The fact that the product is faulty is totally overlooked by the Seller and by Otto. With the compensation procedure they only focus on the fact that the product was assembled, which was necessary to see the problems.

What I have a problem with is:
- They allow vendors to sell and deliver incorrectly fabricated products and the seller does not have to take any responsibility for it. Apparently it's the customers responsibility who loses all the money. So felt scammed.
- My review on the Otto website was deleted.
- The return process is complicated. Surely Otto can disable the Return button for products that you can't return through Mein Bestellungen? Surely the vendor gets a message when you use this option and they can inform you?
- If you order so much and only ask for assistance with one item, I thought Otto would help you out, but I guess the seller is more important for them than the client.

I want to give it one star because I will not be shopping there again, but I did like some of the items. so I will give it two stars.

Unacceptable that Otto is offering Hijabs for young girls. How ridiculous, the company is supporting the suppression of girls. No more Otto, it’s as simple as that!

If you make an order by mistake and need to cancel it, it cannot be done. Sellers do not answer on messages, the support cannot help you. You need to receive and send the ordered stuff back. Better choose ANY other platform

I ordered a computer laptop on the 26.07.2025 and was to be delivered by Helmes on the 28, 29.07.2025, I took off from work to make sure someone was home to receive the delivery. On the 28th I received an email from Helmes the delivery will be the next day the 29th, on the 29th I checked Helmes online tracking 10.03 and it stated my package is been loaded on the delivery van and it’s now on the way, I was at home and they never showed up, I called Helmes customer service 040593551111 they apologise for the delay and promised the delivery the next day between 6pm-8pm and my wife was back from work 3:20pm and they never showed up, on Friday 1st of August 09:59am I called Helmes customer asking for information and they said it will be delivered on that same day but they can’t say exactly when, I called again 2:30pm because on the online tracking stated there’s a delay and it will shortly, they said unfortunately it will be delivered in two working days and sincerely apologise for the delay. On Saturday morning on the online tracking was written Paket was returned back to Otto. I called Otto customer service 04036033603 Saturday morning and they could only see on their system it will be delivered in two working days and they can’t do anything about it. Yesterday I received an email from Otto confirming the order has returned, I called Otto service and demanded to know the for the return, and the reason was Helmes make delivery attempt three times and there was no one in the delivery address. Shame on Helmes on for giving such an excuse.