Failed Furniture Delivery - Store trying to charge 30% Cancellation Fee

Hi All,

Long time lurker, first time poster here.

I've recently bought a couple of couches for the 1st floor of my home, and checked with the store and the delivery company when they called to confirm the delivery whether they can take the items to the 1st floor and they both confirmed that they can. We've had bulkier furniture delivered upstairs so didn't see the need to have this in writing.

Come the delivery day, they send two dudes to deliver 2x100kg packages up the stairs, and they sounded surprised and declined to take it up saying it's too heavy and stairway is too narrow. The stairway is 100cm wide and the package was 76cm and I believe could be carried with proper equipment. These guys only had their hands. After some back and forth, they returned with 4 people who seemed to have barely any training and then wanted me to send them a text saying they are not liable for "any" damage during the delivery, for which I suggested I sent a text saying they are not liable as long as they take necessary care such as using proper equipment. They refused and took the chairs away.

The delivery company later agreed to send 4 people and equipment to attempt delivery again next week. Today, I've received an email from the furniture store stating they are cancelling the delivery and would be happy to either give a store credit or a refund minus a 30% cancellation fee. I've had enough dealing with their shit customer service and untrained delivery staff and would happily take a full refund and forget about the chairs. Are they allowed to charge a cancellation fee on it since the store cancelled it and we had nothing to do with it? Do I have a leg to stand on if I take this to the ACCC?