Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I purchased a 110 sectional, armchair and ottoman from 25home on July 19th of 2024 for ********. We were told we would receive the furniture no later than August 18, 2024. After 40 emails back and forth, we still have not received the furniture. We have been contacted by the ************** group that the earliest we will receive our furniture is the week of September 23rd. I have requested a full refund multiple times and they have disregarded me, offering additional items and a shorter delivery estimation. After the latest set of delays, we have yet again requested a full refund for the items, and they have stopped responding. The number on their website does not seem to be working properly, and there is no other communication line other than through email. We were also told we can set up a specific delivery time in advance, but are now being told we will be told 24 hours in advance when the delivery team will arrive at the house. That does not allow me enough time to make sure I am home to accept the delivery. Very shady business ethics.

  Business response

  09/10/2024

  We have negotiated with the customer and resolved the issue, thank you.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made an online purchase of a custom made genuine leather sofa set from 25Home Furniture on 11/16/2023 and paid $4317.35 including tax. The agreement stated clearly in the size and color as shown in the picture the saleperson sent me. I waited 16 weeks to receive the item on 03/11/2024 despite the agreement was 8-10 weeks of delivery time. Upon opening the boxes, I realized that they sent me the sofa in a wrong color (Espresso) rather than the color I ordered (No. 28 Camel). I contacted the company immediately with photos showing what I received. Their customer services were slow to respond and pointed fingers at me as if it was my fault that I "refused" to receive the sample swatch of the leather. The fact was that I asked for the sample swatch of camel genuine leather but was told that they could only send me a sample of genuine leather in Beige color because the camel color was out of stock, and it will take 2 weeks of wait time to receive it. In my desire to make the purchase for the Black Friday sale I took a leap of faith to trust them and made the purchase without a sample swatch, but emphasized that the material must be genuine leather in camel color. It took more than 3 weeks of corresponsdence after I brought to their awareness of the wrong shipment, I have now resorted to writing this complaint after realizing that 25Home is not going to take responsibility of fixing the problem. The only offer they made to me was to send me a set of sofa cover for the sitting area and pillows in the color I want. I did not accept their offer, because I would not want to spend $4300 for a mixed colored sofa set. I requested them to take the sofa back and replace one with the right color or refund me the full amount. They have gone silent. This is my first time making a complaint to the BBB. I believe that 25Home or any complany should not be allowed to run business like this without a consequence in *******. 25Home **************** rep. *********************** Email: ********************************** Address: ****************************** Phone: ************** *********** is also named TRENDSSOFA SACRAMENTO CA

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I'm writing in regards to Order: #****, Date ordered: 3/Feb/2023. I ordered a sectional online for $2,783.50. I am typically skeptical of purchasing items online but decided to purchase this couch because it had good reviews and the photos looked great. The website advertises the couch as extremely durable, scratch resistant, and wrinkle resistant. It also claims to be washable as well as soft and sturdy. This couch is none of those things. I later realized that there are likely so many good reviews and videos because of their "affiliate program" they have to pay people to leave good reviews and videos to gain money. I'm sure this is why I saw so many good reviews because there is no way there could be that many people pleased with this quality at this price. I have had this couch for less than two months and the zipper broke on one cushion, all of them have fraying, wrinkles on every cushion and even the sides of the arms, a small tear on the bottom and overall weird dips and bubbling on one cushion that I washed per instructions. I reached out to their customer service for a return and refund and they offered to send me new cushions covers and $200. I only will get help with this for a year and obviously there will be more issues with these cushions in another 2 months and so on. They also accused me of owning cats after I told them I don't have pets. My husband is allergic to cats. I feel taken advantage of and feel like I was not given the quality advertised.I'm not able to upload the photos I have but I can resend them. I sent them to 25home already

• Initial Complaint

  12/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  *Order placed on 11/26/22 for a sofa, chair, and ottoman that was listed as an "in stock" item and a "**** day delivery" on their website.*Received order confirmation email on 12/2/22 that order would be shipping within a week *Upon inquiry, on 12/6/22 customer service stated that they were waiting on driver to pick up my order from their warehouse *On 12/9/22, I followed up with customer service regarding delivery time frame and was told they were trying to get an extra truck that day to pick up my order.. but then nothing *On 12/12/22, I followed up again and was told that no tracking information available because of it being a bulk order. Was also told my order would arrive in ********** on 12/23/22, which was confusing to me as I was under the impression their warehouse in ********** already had my order waiting. I thought maybe they meant it would arrive in ******** (my house) on that day.*On 12/13/22 I was told that my order has been packed and the ********** warehouse and was to be picked up by the driver within the week, and that once picked up it would take **** days to arrive at my house.*Expecting my order to arrive on 12/23/22 but no delivery in sight, I emailed them again asking about the status *On 12/23/22, customer service relied that due to inclement weather and holiday season, my order still hasn't been picked up but would be only next week and is expected to arrive at my house 15 days after it is picked up. *I responded with email stating that this is unacceptable and I'm tired of getting unclear answers and being strung along. I am requesting a 35% or more discount on the purchase price of $2,389.90 to be credited to my original form of payment and that my order be delivered sooner than later, even if that means involving a supervisor and a different trucking company to make it happen. I have been terribly inconvenienced, having to cancel my holiday party and taking off a day at work on 12/23/22 for what sounded like my order would be here.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩