25Home — Local services in Azusa

I would give 0 stars if I could for the incredibly negligent customer service I experienced with this purchase. The only positive - the couch is amazing. However, I wouldn’t go through the headache again. Untimely responses and unwillingness to work within the purchase agreement. The first couch arrived badly damaged - things happen - but then refusing to expedite the replacement and just going to the back of the line. Plus their 3rd party delivery company bullied my elderly mother into signing for everything without opening boxes to inspect (part of the agreement) and then I later find the damage upon return from work and opening the boxes. Did I mention they left everything in the driveway in the rain? Even though delivery agreement clearly stated threshold service to put items inside the first available interior room (part of the agreement). Refusal to put me in touch with a manager and was told by CSR Snow, “I don’t have a manager” then “well they aren’t in this city” then “I don’t have their contact info” then “I won’t do it”. I submitted a complaint to BBB to which 25home refused to respond. And on top of it I receive an email from Snow asking me to withdraw my BBB complaint and please remove any negative reviews “because we got your couch delivered”. Like I said, the couch really is very nice. I wish the service matched the product. Probably the worst CSR experience I have had in 30 years of adulting!...

I rarely leave reviews, but my experience with 25home was so frustrating that I felt I needed to warn others.

I placed an order with 25home over four months ago. At the time of purchase, I was told the estimated shipping time was 3-5 weeks. That seemed reasonable, so I went ahead with the order. However, not only did my furniture not arrive within that timeframe, but weeks turned into months with no clear answers.

I had to constantly chase them down for updates, and every time I reached out, they kept giving me the same canned response: “One more week.” This went on for weeks each time, a false promise that it would arrive soon. It was clear they either had no control over their shipping process or were deliberately misleading.

To make matters worse, their communication is absolutely terrible. I had to email them multiple times sometimes up to 6 times before getting even a single response. When they finally did reply, the answers were vague, unhelpful, and always kicked the can down the road.

There is no respect for the customer’s time or trust. The entire process was stressful, disappointing, and frankly not worth the hassle for any piece of furniture.

I would never recommend 25home to anyone. There are plenty of other furniture companies with better customer service, clearer timelines, and the basic decency to keep you informed. Save yourself the headache and...

I was cautious about ordering a big couch online without seeing it and never ordering from 25home.com before.

Here is 3 take aways from my experience :

Most importantly the couch ( Very lareg white bocule L shaped couch around $3000 ) was exactly as described and great quality, it is not some cheap thing they put together. It is better than furniture stores.

Communication. They communicated very clearly from the first day I purchased the couch to explain logistics and keep me updated on when this big order would arrive. Any issues I had I could email my personal contact and they would get back to me swiftly. This is a hugeeee + compared to most places where customer service is not the best.

Quickly fixed an issue I had when one of the cushions came and was slightly off. I emailed them photos and they quickly replaced it. very easy.

10/10 would recommend and will buy from again. Very happy with...