I have never posted an online review...be careful
I have never posted an online review, but want to share this experience in case it can be helpful to others. I purchased a sofa and then cancelled the order approximately a week later, as I realized it wasn't the right choice for me. When I did the initial purchase, Sunny was very responsive, almost strangely so with the texts and all, but then it was very quiet when I asked for a refund. I was connected to Joanna who was to assist, but first she asked why I wanted to cancel. After giving her that response, she responded the next day by offering me different options for other sofas. I asked to please proceed with the refund. Then, several days later, she offered different swatches, attached photos and videos of happy customers to encourage me to still purchase a sofa from them. I thanked her, but made it very clear that I wanted my refund, or I'd need to dispute the charge. Two days later, I haven't heard back from anyone and I've had to dispute the charge. This has taken a week and it's still not resolved, wasting a ridiculous amount of time and energy. Easy to order, extremely difficult to cancel and get refund. Update: One month later, I still have not received my refund or a response to my latest inquiry that I emailed on July 9th. I filed a dispute with my credit card company regarding this payment. Shortly afterwards, I was asked to withdraw the dispute and to also update this review. I said I would update the review once I received the refund. I also asked my credit card company to withdraw the dispute. They sent me evidence via a letter that the dispute was withdrawn. Still, I have not received my refund as of today. I am also not receiving responses regarding my inquiry. I guess I’ll have to start the dispute process again. I would never recommend this company based on my experience. I am updating my review. This drama began on June 7 when I requested to cancel my order, within a short and appropriate timeframe to make the request. After trying to encourage me to still purchase a sofa, we finally came to a place of agreement when they said, they would refund my money. After that didn’t take place for several weeks, I disputed the charge and wrote a review. They responded to the review, much quicker than they responded to me, indicating that if I would drop the dispute that they would refund me immediately. Although they did not fund me immediately, to their credit, they did try to refund me after I filed the dispute, but the payment would not go through because I had issued the dispute with my credit card company. I then asked AMEX to drop the dispute, per the request of 25Home, as they said they’d then issue the refund. They also asked me to update my review on trust pilot. I lifted the dispute and indicated that I might be willing to update the outcome; however, we are about to go into August and I still have not received my refund!! American Express closed out the dispute sent a letter to me which I shared with 25Home. They have stopped responding to me have not given me a refund and now I will have to start the dispute process again. Unbelievable! I’ve never seen anything like this. I would absolutely not do business with this company. I don’t know if their sofas are fantastic or not, but the customer service when you were trying to get a refund is horrible! Notice the trend vis the reviews. My advice is to be very certain of your purchase, or buyer beware and go someplace else. Lots of places sell fantastic sofas and follow through with their stated policies. Hope this helps with decision making for folks out there.