Poor customer service

My brother bought furniture from a company calling my shop. They arrange a time but unfortunately he was called to work for a urgent meeting which he didn't get time to call the company to make arrangements for rescheduling. When I called the lady to hear why they cannot deliver on another time she 1st said her guys have alot of delivery to do for today so I told her we can schedule another day then she change and say he have to pay again for his goods to be delivered. So I asked her why he have to pay again bcse the thing that happened was out of his control. Then I told her to rather give his money back and leave the furniture she also tell me that there is no way he can get his money back is either he pay for transport or go and pick the things up with his own transportation or take something else... This company services are poor just imagine she even drop the phone in my ear...