What do I do? Ordered furniture...never received it.

[Captain Cactus]

I ordered furniture (desk and chair) back in late March last year (2021).  The owner told me "normally it takes 8 weeks to arrive, but now with covid it's more like 12 weeks".

13 weeks pass and I reach out... he denies he ever said 12 weeks turnaround time and moans and groans about how everything is delayed.  Fine.  I continue to wait. 

Checked in during the summer, same story.

Check in early October... it's finally at his location but now it needs to go out to the local company that does the finishing (amish furniture, didn't come furnished).  It'll be another 6 weeks... right around Thanksgiving.

My wife called a few weeks ago and the guy was rude (as he has been the whole time) and had an answer for everything, never saying sorry, no empathy, etc... she got frustrated and hung up on him.

I doubt I'll ever see  this furniture... it's just crazy.  It's coming up on a whole year from the purchase date (yes, I paid in full when I ordered, like an ass).

What recourse do I have?  Will my credit card company get my money back if I dispute the charge and explain the situation?  What if I dispute and I don't win the dispute because of some small print somewhere?  My invoice, which I got after paying in full, says something in small print along the lines of "not responsible for delays caused by manufacturer".

The amount I paid for the desk and chair is around $1450 (US).

I understand covid has delayed things... but this guy has terrible google ratings with similar situations, and similar rudeness expressed.  I had no idea...I just wanted to buy a desk and chair.

[NotJen]

What if I dispute and I don't win the dispute because of some small print somewhere?  My invoice, which I got after paying in full, says something in small print along the lines of "not responsible for delays caused by manufacturer".

You'd be in the same spot you're in now.

I'd absolutely dispute this charge with my credit card.  (Assuming you already asked for your money back from the owner and he declined.)

[Michael in ABQ]

Have you actually asked for a refund yet? Tell him you want to cancel your order and get a full refund due to the delay. If that doesn't work, then you tell them you'll be initiating a chargeback. If that doesn't work, then initiate the chargeback. Merchants hate chargebacks. It's a black mark from their payment processor (and too many will get their account shut down) and they often cost at least $50 - even if you can prove it was a legitimate charge.


I'm dealing with delays for a lot of orders in my ecommerce business. Sometimes lasting months because I thought my supplier had something in stock but now it's waiting to ship from Italy or China or wherever. Most customers are willing to wait a few months, and for those that aren't we cancel the order and provide a full refund.

[Fireball]

Ask for a refund. No dice, go immediately to your credit card and dispute that charge as the goods were never delivered. The credit card company will do a cursory review, make you sign an affidavit and then give you the money back. Most likely.

[Captain Cactus]

Thank you all for the advice.  I’ve been holding out hope that the furniture will arrive but at this point things are just getting silly.  So I actually haven’t requested a refund yet.  What are your thoughts of saying if you don’t deliver by 2/28 I’d like a full refund?  Or perhaps by demanding order cancellation/refund effective immediately maybe he magically comes back with “we were just about to call to schedule delivery” (unlikely…).

Something feels very satisfying about going through the CC and getting my money back that way. 

What are the chances I DON’T get my money back by disputing the charge?

[bacchi]

Unfortunately, the legal time limit (60 days set by the FCBA) for a card chargeback has probably expired.

It can't hurt but the card issuer may tell you that they can't do anything.

[hooplady]

I recently had an issue with Sears Home Repair (which is no longer actually "Sears", they just sold the brand; I have used them for years without an issue). Needed a circuit board to repair a washer, knowing there might be supply chain issues I specifically asked if the part was in stock before I paid them. Repair person guaranteed me it was ("otherwise the system wouldn't let me order it"). Surprise, surprise, got an email that it wasn't available and they weren't sure when it would be. Told them to cancel it which they did but didn't refund my $700. After many attempts to get an answer I finally filed a complaint with the BBB. Didn't have much faith that it would work, but that action got me a response from the company and I finally received a refund.

In your situation I'd at least let them know you want a refund by xx date, then use BBB as a backup plan. Good luck!!

[former player]

Is this man close enough to go and see in person?  Some people do a lot better in person than they do on the telephone.

[Captain Cactus]

Update.  I emailed the store owner because he's generally belligerent on the phone.  Simply asking for an update.  It's over an hour away by car, so I'm not going back in there to confront this goon in person.

I called my credit card company and they advised that it has been too long since the transaction to submit a dispute verbally or on the app.  So I'd have to submit in writing and the rep didn't seem terribly confident I'd get my money back given the length of time since the transaction. 

So I suspect I'm just going to be strung along and I'll eventually get my furniture?  I suppose there's always small claims court.

[DaMa]

I thought a company couldn't bill your CC until they shipped the product, but apparently that is not always true.  I did come across this, which might help you.  https://www.consumer.ftc.gov/articles/what-do-if-youre-billed-things-you-never-got-or-you-get-unordered-products

I would definitely contact the seller and ask for a refund.  If he says no, then let him know you will be doing a CC dispute, BBB complaint, and FTC fraud complaint.

[Michael in ABQ]

Update.  I emailed the store owner because he's generally belligerent on the phone.  Simply asking for an update.  It's over an hour away by car, so I'm not going back in there to confront this goon in person.

I called my credit card company and they advised that it has been too long since the transaction to submit a dispute verbally or on the app.  So I'd have to submit in writing and the rep didn't seem terribly confident I'd get my money back given the length of time since the transaction. 

So I suspect I'm just going to be strung along and I'll eventually get my furniture?  I suppose there's always small claims court.

Ask for a refund. Tell him it's been far too long, and you want to cancel your order for a full refund. There's no need to threaten him with further action, just state your request simply and concisely. If you get no response or a negative response then you can escalate things by initiating the chargeback - or if that doesn't work - small claims court.

[GreenSheep]

I agree, I would still do what you can with your credit card company, and they might surprise you by coming through. I've had several encounters with credit card companies and banks over the past couple of years when the first person I spoke with seemed doubtful, but then everything ended up working out in my favor. I almost wonder if they do that to discourage people and save themselves money!

I had a similar issue with patio furniture a couple of years ago. The credit card refunded my money after I showed them all of my attempts (by email) to contact the company over the course of several months, as well as the initial promise from the company that the items would be shipped within 1-3 days of my order. Going forward, try to do as much communication as possible in writing so you have proof if things go wrong.