“I feel violated.. I paid $180- delivery fee for a 5 seater sofa/ chaise.. having just gone through the cyclonic weather and having no power or access to rubbish removal etc for the past 6 days, I was still expected to wait around in a house with no power, without even an ‘AM or PM’ indication.. when I requested to know where I was on the run, (so I could organise other basic things like food and what-not… was told ‘we don’t do that’. They will call you 30mins before they arrive 😒 … Yes, I understand there is a process, however when you’re paying well above the industry standard for delivery, surely you deserve some sort of service? Humanity? Apparently not. Said sofa arrived in 2 huge boxes, dumped in my living room. (I am a single mum, and not very big).. I asked the three strapping young lads if they could possibly help unpack or take the boxes as they could see the collection of boxes and garbage out the front here due to the cyclone, (no garbage trucks have resumed service in the area as yet). They could clearly see I was struggling, no power for days, everything is damp, I actually thought they would have postponed deliveries to give people a chance to catch their breath after such an ordeal. I was laughed at and told ‘no way! Do you know how much it would cost you to fill up our truck with cardboard and dispose of it for you?? $800- at least!’
Come on boys… I used to work in furniture and I can promise you, if you want to help someone out, you can..
And now I can’t get the bloody legs on!!!! Since when do you have to drill pilot holes for bloody furniture legs??? What a joke.
Either deliver better service or reduce your delivery pricing, because something isn’t adding up here.. I actually feel so ripped off right now, and have a lounge with 3 legs 😩
Such a shame, the buying process was great and the staff were lovely. They just seem to drop the ball when it comes time to deliver… a little compassion and empathy goes a long way, such a shame your delivery service is lacking in both.”
“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”
“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….”
