Furniture factory Complaint - Delay of Delivery - Sofa and love seat

Review by Sanja on 2006-07-18
MESA, ARIZONA -- My husband and I ordered a sofa and love seat from
> this furniture store "Furniture Factory" 1911 West
> Main St # 7 Mesa, AZ tel. 480-835-7796. On the
> invoice we signed it stated
> estimated delivery time was 1-2 weeks, but that 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". My husband
> called our bank Wells Fargo and 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 they will charge 25%. We canceled anyway,
> since Wells Fargo told us we had nothing to worry
about. They 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.
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