Self storage at Lübecker Straße 101, Hamburg

Elias Sustam

4

We bought a Cloud bed from Rose & Gül, one of the furniture store's most expensive models. The bed was shipped from Turkey, arrived in excellent condition, looks beautiful, and we really like it.Unfortunately, the bed already had a stain on the light-colored fabric upon delivery, which was clearly visible. We reported this immediately. Employees then came and tried to remove the stain with special cleaning agents. However, the stain couldn't be completely removed, and the cleaning process unfortunately also slightly altered the fabric.We were then offered either a voucher or a replacement of the affected part. Since we otherwise really like the bed, we opted for the replacement. We were aware that the replacement part would have to be shipped from Turkey again and that this would take some time.However, after five and a half months of waiting, we still hadn't received the delivery. Our inquiries yielded conflicting information. One employee initially had no idea what the issue was, while another said the part was already on its way. We were repeatedly promised callbacks, which never came. We also frequently couldn't reach anyone by phone. As a result, our trust in customer service unfortunately diminished considerably.Finally, we went to the furniture store in person to resolve the matter directly. There, we were assisted by Mr. Bilal Darwich. He was exceptionally friendly, took the time to address our concerns, and treated us with understanding and respect. Since we remained calm and objective, it was reassuring to encounter an employee who responded with such professionalism.Mr. Darwich honestly explained that the delivery of the replacement part hadn't actually been initiated yet. He immediately took care of processing the order and assured us that he would personally oversee the entire process. He also promised us a gift from the furniture store as compensation once the replacement part was delivered.His efforts have somewhat restored our trust in Rose & Gül. Without Mr. Bilal Darwich, we probably wouldn't have been willing to shop there again or recommend the furniture store to others. He did exactly what we had hoped for from the beginning: he communicated honestly, took responsibility, showed understanding, and offered a fair solution.Our conclusion: The quality of the Cloud bed is excellent, and we continue to be delighted with it. However, the handling of the complaint in the first few months was disappointing and eroded our trust. Thanks to Mr. Darwich, we now have renewed hope that the matter will be resolved satisfactorily. We are now waiting for the replacement part and hope that the promised service will be provided.

Ahmet Kilicc

5

Many thanks to the Rose&Gül team.We now have our third box spring bed and are extremely satisfied. From the consultation and delivery to the assembly of the furniture, everything went smoothly and to our complete satisfaction. Highly recommended!

hasbihal ilahi grubu

5

A truly impressive shop for oriental furniture! The selection is exceptionally large and diverse – from individual pieces to well-thought-out interior design concepts, you can find everything here. I would particularly like to highlight the excellent, competent, and friendly service, where individual wishes are taken into account and you feel completely at ease. The furniture is high-quality and crafted with great attention to detail. Thanks to its central location, the shop is easily accessible, and the wide selection invites you to browse and be inspired. A clear recommendation for anyone looking for unique oriental furniture and professional advice.

Özlem Doğan

1

I placed an order on August 15, 2025, at the Halstenbek branch. We were told at the time that delivery would take 10-12 weeks. Because we were moving to a new apartment, I specifically asked if it would be possible to store the goods at your warehouse in case they arrived earlier. The answer was, of course, "No problem." We moved into the new apartment on December 1, 2025.To this day, we haven't received the goods. We were never contacted by them to get any information; we always had to chase them up and ask where the goods were. Then, in December 2025, my husband received a call from the Hamburg branch, and the woman said the goods would arrive in mid-January, and as an apology, we could choose a rug from the Hamburg branch. Naturally, the goods hadn't arrived by mid-January. I spoke with the woman who had told my husband the goods would arrive in mid-January. Suddenly, she said she had nothing to do with the Halstenbek branch; she had other customers. When I asked her why she had said the goods would arrive in mid-January, she said she had been informed by the Halstenbek branch. A grace period for delivery has been granted. Therefore, I will withdraw from the contract and claim damages.-They are not trustworthy people.I don't understand why it takes almost six months for a sofa to arrive.