Furniture purchase experience gone wrong
I emailed the retailer 'customer service line' the pictures. And they took their time to respond saying that it was how they got it from the manufacturer which is located a few hours out of Toronto. And they sent me another note saying that the scratches belonged to the back and underside surfaces of the assembled unit so they could be touched up.
I asked that for the full price the pieces were in extrememly unacceptable condition to be deemed as new regardless of where the surface lined up.
After much status requests and requests to cancel the order instead, the retailer responded by saying they will replace a couple of items. So I asked that all damaged/scratched items be replaced with new ones else they rather cancel the order instead instread of trying to just be selective about which pieces to replace.
A couple of weeks ago they said that they have requested new ones from the manufacturer (a few of the major problem pieces) and they scheduled delivery to my home the second time.
During the delivery a few days ago, the lead delivery person asked for the entire balance paid in full at the door, before they unloaded the items from the truck. The items this time were covered in cardboard packaging this we couldn't tell if the items were replaced or touched up. When we requested that the items be opened they said that we'd have to pay before opening anything. Not knowing what to expect and given the attritude of the delivery team this time, we had no other choice but to reject the delivery. Because without being able to see what they brought asking for money upfront was unfair given our experience the last time.
We have asked if we can check the items before they are delivered or as they are delivered before we have to pay. No response.
The credit card company says if we signed a receipt for the deposit that says deposits are non-refundable then essentially we are SOL. Is there anything else we can do here? Any advice on how we should proceed?