“We phoned to ask how much longer delivery would be as I had go to shops reassured me I had at 1hr and a half i was down the street 15 mins and missed delivery despite being reassured by them i had plenty of time and was still charged no refund or apology given just very rude and nasty staff at frankston store so out of pocket hiring a trailer to pick it up aswell as they wanted to charge another 100 for delivery wasnt doing that also was waiting on a tallboy was told it would be 3 weeks after bed but 6 weeks later tallboy arrived i have done business with focus on furniture frankston store a few times over the years but this time the staff were rude and nasty i will never go to this store again very upsetting”
“We purchased 2 lounge suites one for downstairs and another for upstairs the lounge upstairs has a chemical onion garlic smell.
The service guy came out and confirmed the putrid smell, it was replaced with a new one and same thing smells bad.”
“This is a pathetic excuse for a business. DO NOT PURCHASE. We bought some nesting tables, which when assembled AS PER INSTRUCTION were out of alignment and overall poor quality. Took them back to store, refused a refund, and had the tables reassembled with heavy duty power tools (which enclosed instruction explicitly tell you not to use) all while being humiliated and spoken down to by the store manager telling us we were incapable of putting tables together. Ended up leaving the store in tears. Spoke to head office and referred to their ‘satisafaction guarantee’ online and after an acknowledgment our email was received, have ignored us ever since. Simply not good enough especially after how the store manager treated us. I will continue to tell everyone I know not to support this business, I have already changed purchase decisions of a few friends. Don’t ignore all the bad reviews - they are telling the truth. This place is a disgrace.”
“Super happy with my purchase from Prospect Focus on, customer experience with Hazel 10/10, delivery and installation 10/10. Professional, quick, simple and easy. My family love the Surrey range. Thanks Prospect NSW Focus on Furniture, I will return!! 10/10”
“I visited one of your stores resently , I wanted to pick up a small item from the store, the item was in your Hallam warehouse, and in disbelief I was asked to pay a $44 courier fee from the warehouse to your store so I could pick it up myself from the store-is this fair? A delivery is different, but this is your cost to stock your store not mine. Until this unfair charges get removed I would never shop in your stores ever...”
“On visiting your Hoppers crossing store on 05Oct , I wanted to pick up a small item from the store, the article was in your Hallam warehouse, and in disbelief I was asked to pay a $44 courier fee from the warehouse to your store so I could pick it up……is this fair ?, delivery is different, but this is your cost to stock your store not mine….”
“Went into Focus on Furniture today
Walked around the whole store browsing not one person came up to me.
I found a vase I liked and could not see a price.
Went to the service and asked if I could have a price and the girl said go over empty it out as it was full of van like flowers turn it up side down and the price will be underneath.
Never bothered to leave her desk to help.
Will not be back.
No customer service.”
“I ordered and Wentorth bedroom suite from Geelong Focus on Furniture. I paid for delivery and assembly th e staff delivering the suite walked mud all over my brand new carpet. I asked them to remove their boots as, I had brand new carpet installed 3 days ago, they refused citing OH&S issue. I demanded they wipe their feet again on any of the three Mats I had provided. I was told they had already wiped their feet and wouldn't discuss this any further.
The bed was assembled out of square , and the matress lay unevenly on it . I had to organise a handy man to come and correct it.
The side of the bed had a major chip out of it.
I rang manager Michael Geelong store, to complain. He asked me to forward the information in an email. Which I did , over a week ago I have had zero correspondence since”
“REALLY, AVOID SHOPPING AT FOCUS ON FURNITURE. YEARS OF NEGATIVE GOOGLE REVIEWS DO NOT LIE.
I purchased a $1200 sofa, paid in full, and also $110 for delivery service, plus $30 for lift access. However, the delivery drivers refused to unload the sofa, claiming it wouldn't fit in the lift after roughly estimating it with their hands. They offered no alternative solutions and left abruptly, without mentioning any extra charges that would follow after.
When I visited the store for a resolution, they informed me that I have to pay an additional "rescheduling fee" of $110 just to receive a replacement sofa.
I was told that lift dimensions should have been requested by the staff during the sales transaction.
The info regarding the delivery box dimensions and whether the sofa would be delivered in one piece or several pieces is NOT available anywhere, including the sofa's info sheet in store, neither is it on their website.
According to their store manager and head office, it is not the duty of their staff to inform customers of such professional knowledge (that only the staff would know), but rather it is “the customer's responsibility”. What a ridiculous predatory policy. This lack of transparency, misleading & withholding of information, with predatory fees, is appalling.
The store manager, Svet, displayed a complete lack of professionalism and empathy. She refused to provide any customer service or assistance, kept talking over me, and even scolded and blamed me for the supposed failed delivery. She said “so do you want your sofa or not? If you want it, you have to pay the $110.” When I tried to ask for a full refund, she said I will incur a 20% cancellation fee based on my invoice total. Was an extremely frustrating and demeaning call with their store manager. We were left trapped between incurring more fees or getting charged additional fees punitively for the store’s predatory policies.
This is NO way to treat your customers. Svet & FocusOn have showed that they value sales & money over their customers. All these negative Google reviews over the YEARS are true, pls avoid shopping here to save yourself from this nightmare. Ironically, this review tells you more about FocusOn’s additional fees than the FocusOn ever will.”
“Absolutely shocking. We ordered our couch in October ‘23. The couch arrived with a large hole in the back as well as a rip on the leather in January. They replaced this in March but the couch that arrived was the incorrect pieces, again to be replaced in May. This time the entire couch was ordered as the wrong orientation. AGAIN to be replaced. It arrived on a Saturday and once we unpacked it we noticed that the corner chaise was very clearly used. The leather was completely worn and detached from the cushioning of the couch. It looks totally out of place with the rest of the couch. By Tuesday we decided that no matter how defeated we have felt from this process, we as the consumer are entitled to have the couch we paid for. So we called the Ballarat store and spoke with the manager - she reported back a few days later with the news that apparently this is normal and what they would expect of a brand new couch according to their customer service line. We were put in touch with customer service via email for them only to tell us that it is normal for this piece of couch to be worn and loose. We explained that this has not been the case with the 3 other (incorrect) couch deliveries. They again reiterated that this is normal and all of there displays look like this. All I can say about this is that we bought a “brand new” couch, not a display and would expect that it would look brand new. This is a $6000 couch and honestly it looks like we have purchased a second hand couch for the shed.”
“I purchased a king bed online after Harvey Norman delivered a faulty bed 3 times. I had amazing service by the lady on the phone. I was helped to pick what bed was in stock to be delivered at the earliest. I was very happy and the bed was perfect. Better In person than pic.”
“Buyer beware. Don't purchase a lounge with electric reclinersStore was great, but failed to advise that the electrical components in our lounge suite were not included in the 10 year warranty. They only have 1 year warranty. After sale service is appalling to say the least. Spent $5000 on a leather lounge the Voltin. 12 months of use and the recliners do not go back in. Electrical components are burnt out. Wood shavings all over the floor as mechanical box keeps hitting on the bottom of lounge.
Complained to store and got told it was due to misuse by us. Yeah right. So had to wait over 2 months for a replacement. So then told that another 3 month wait for replacement. I'll never shop there again. Im still in argument with the so called customer service dept who are rude to say the leadt. Buyer beware.
Return Claim Made: Yes
Warranty Claim Made: Yes
Product Appearance: Not as advertised
Store Location: Wagga Wagga”
“Ordered 2 of the exact same tall boys only 2 years apart. Bring it home and realise it's a complete different colour. Focus refuse to refund. BUYER BEWARE!!!
Picture attached of the clear colour difference.”
“I bought a 3 seater sofa and I received the wrong item(chase on the left side couch) instead. I tried to convince them to solve the problem by going to the store and emailing them my receipt and the photo of the wrong sofa, poor customer care. Won't ever go to any Focus on Furniture store to even check the products since if something happened no one will take the response for issues. I will attach my receipt and the product I was sent for proof of my review and wrong item.”
“Please don’t buy any furniture at focus on furniture they have the worst customer experience.We bought a couche and they made a mistake and gave us the chase on the left side instead of the right side when we call them back.They offered us no resolution, we were told to go and sell the couche on gumtree and they hung up the phone on us.”
“Purchased Nico 3 Seater (with 2 seat & back cushions) sofa from their Fyshwick centre on August 2019. Within 1 year of their usage, all cushions have lost their firmness. Given that we are not heavy users and have paid $2000, i would have expected this sofa to last at least 5 years. Have reached out to customer service multiple times with No proper response. After follow-ups I was asked to contact agemfurniture directly as they are the suppliers for this sofa.
Since then I have sent multiple emails to both the customer service and have not even received any response. There has been complete silence.
Would highly recommend to stay away from cheap furniture stores specifically if you are spending such big money on furniture. Not worth it.”
“We purchased an Aria king size bed during the Boxing Day sale. It was delivered two weeks later BUT was not assembled completely because some parts were missing. We were promised that it will be sorted out for us. The manager even e-mailed us to say that they have already sourced the parts from Melbourne and the next delivery was scheduled today, 27 January. We even called the hotline earlier today and the person on the other line confirmed that they will deliver the missing parts and complete the assembly today. However, when we called again around 4 pm, we were told that the delivery won’t happen today because the parts are still in Melbourne (We are based in Sydney and made sure to stay at home for this “delivery”.) The lack of care and consideration is so apparent. No urgency, no real solution!!! After two weeks of the failed delivery, it is unbelievable that no one even sorted this out from their end. We were simply advised to call again once the manager is back, and the delivery of the parts from their Melbourne warehouse to their Sydney warehouse is “sometime around February.” THE ABSOLUTE WORST OF THE WORST CUSTOMER SERVICE!!!”
“The focuson furniture in DFO Essendon has a team member name Mano. He was very good, great customer service and very helpful. Thank you Mano, you are amazing. They are lucky to have you. Mano was polite, understanding and friendly. Hope this feedback goes back to him. Thank you
Vesna”
