Furniture Factory
Delay of Delivery - Sofa and love seat

My husband and I ordered a sofa and love seat from the "Furniture Factory". On the invoice we signed it stated estimated delivery time was 1-2 weeks, but we were told it was likely we would get it in less then 1 week. We needed the furniture ASAP, since we just moved to the area and didn't have any furniture. After a week I called to find out if the couches had arrived, they told me that factory ran out of the fabric we wanted (dark gray) and that they will have it in few days. So after a few days I called again, and they had the same story... Couple more days. They told me if we wanted a different color we could get it sooner. On the invoice they said it's custom made furniture. If it's custom made, then you can't just put different fabric and sell it as a "special order". 3 weeks later I called again they were very rude, I told them that I am considering cancelling the order. They said, u can cancel but we will keep a 25% restocking fee. I asked them do they have the furniture in stock, they said "no". I asked "how can you charge a restocking
fee if you don't even have it in stock".

The purchase was made on a Wells Fargo credit card so my husband contacted the dispute department. He read everything from the invoice (including fine print) and he was assured by the dispute department that they have to return the whole amount and could not charge a restocking fee, since they don't have it in stock. This made sense and we called the Furniture Factory and told them to cancel the order. They repeated that they would charge 25% restocking fee. We canceled anyway, since Wells Fargo told us we had nothing to worry about. The Furniture Factory called us few days later telling us to come and pick up the furniture which we did not do.

After several months of talking with Wells Fargo disputes we were told we lost the 25% restocking fee. Wells Fargo quoted the policies in the receipt. The same policies we refered to from the begining and were told we did not need to worry about. Be careful when ordering furniture that is not in stock from any store. And Well Fargo disputes will pull the rug out from under you.

Company: Furniture Factory
Country: USA
State: Arizona
City: Mesa
Address: 1911 West Main St # 7
Phone: 4808357796

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