My wife and I found a kitchen table and chairs that we wanted to purchase. After an in-home visit and selecting the finishes we were given a quote over the phone which my wife and I discussed and after another call to get some clarifications that it was the final price, including taxes we gave them a credit card down payment. Nothing unusual as we'd been through this process before with other vendors. As the finalization was done over the phone we don't have any paperwork.
Shortly thereafter the salesperson left the company and we were told the set would arrive a few weeks later than expected and the price had gone up a couple hundred dollars due to the higher end finish. My wife reiterated that we'd been given a quote and insisted they honor the price. It seemed like we were done at that point and just waiting on the pieces.
We were informed the pieces arrived yesterday. However, they're now claiming that the quote didn't include sales tax (several hundred dollars) and they want a $75 delivery fee. My wife spoke with the owner who wouldn't budge.
At this point I'm planning to contact my credit union and reverse the down payment charge and we'll never work with these folks again. It's unfortunate as we have a living room, family room, dining room, & master bedroom to refurnish. They've lost our business.
So, make sure you get everything in writing. Don't trust any verbal agreements. Make sure the agreement includes delivery ($75 is outrageous for delivery, nearly twice what we've paid for other deliveries).
To contrast this experience, we had another company order a sectional for us. We had a rep come out to see if it'd fit down the stairs to the basement. Everyone thought it would fit, but when it arrived, we found we couldn't make the turn into the basement stairs. So they had the unit disassembled, redelivered and reassembled and covered the cost. When the unit got into the basement we realized they had *reversed* the sectional when they placed the order. The owner worked with us and offered to let us keep the unit and see if we liked it in the reversed configuration and offered a discount for the inconvenience as well. The owner also offered to let us keep the unit while another was ordered and built (and with the implicit disassembly/reassembly of the units to get in/out of our basement).