Focus On Furniture

Very disappointed customer service and fraud. Bought a couch and dining table and paid for combined delivery. Couch was in stock in Melbourne and waiting time was given 2 weeks. Got a call later saying couch is ready for delivery if you want to pay extra for separate delivery. We choose the both to get delivered together. After 8 weeks with no… Read more

updates, we called to check on status and they are telling us dining table is here, you have to wait for the couch now for 4 more weeks. They literally sold the couch to someone else I guess and now lying the couch had defects. You are supposed to notify us if that's the case!!! Extremely unreliable service.

We purchased a lounge table, a TV cabinet, a tallboy, and several other items, and they’ve all been very sturdy, solid, and good quality. No Doubts about it. We always opt for the delivery and installation service, but I feel delivery should be… Read more

included in the price while installation should only be charged. Customers may naturally assume delivery is part of the total price. That said, the quality of the items is excellent we enjoy them, and they look great too!

The staff were really helpful when choosing our new lounge. Delivery information was really clear, and delivery was efficient and easy! Assembly of the lounge was easy, and instructions super clear. We love our new recliner lounge! Show details

After attending other furniture stores around the area, we came back here and was served by Kathy. She was extremely helpful and easy to talk to . We purchased a leather lounge and 2 recliners which will be delivered and assembled. We are thrilled. Thanks again Kathy.

We popped into Geelong store why driving home from a weekend away and sales person Clayton was amazing. Nothing was a problem. He helped us work out colours and it was evident with his high level of professionalism and knowledge with all his products. You can tell he loves helping his clients and makes the experience worth while and stress free.… Read more

He even sorted delivery to the country at a reasonable cost. We later phone the store after the sale mentioned another item I had seen in a picture. He worked it out so quickly and added it to our original order at no extra cost for delivery. We live 2 hours away but will be coming back to Clayton for future orders as he was awesome. Thank you. Regards Sarah and Justin

Do not buy it from anything from this store. Worst services for the customer. The person at 12:15 AM of 25/09/2026, Pick up the call at Hoppers Crossing. Spoken with me very rudely and lambasted on me, just asking for the timeline of the purchasing order. Show details

I’ve never been one to leave negative reviews. I understand that issues arise and I consider myself a very reasonable person, but our experience dealing with Focus on Furniture’s customer service has been absolutely appalling. We purchased two couches for approximately $4,000 and, after around a year, contacted Focus on Furniture regarding… Read more

several issues. From that point onwards, what should have been a relatively straightforward warranty/repair process became unnecessarily difficult, poorly communicated and incredibly frustrating.

We were told our five-piece couch would need to be collected and sent away for repair. As two full-time shift workers, we explained that we need notice to organise our rosters and be home for collections and deliveries. Despite this, getting clear dates, timeframes or even straightforward answers from customer service was incredibly difficult. We constantly felt like we were chasing information rather than being kept informed.

When the courier eventually arrived, we were told only TWO of the FIVE pieces had actually been booked in for repair. We had to show the couriers our email correspondence proving that all five pieces were supposed to be collected before they agreed to take them.

We were then told repairs would take approximately 7–10 business days, but Focus on Furniture would not provide us with a return date. We were later informed there had been “unforeseen circumstances” and the repair would take even longer. Considering they had incorrectly booked only two pieces instead of five in the first place, it is difficult not to question whether their own administrative error contributed to the delay.

The lack of communication throughout the entire process was honestly the most frustrating part. No one seemed to take ownership of the situation. Getting information was difficult, timelines were vague, arrangements were inconvenient and we were left to deal with the consequences.

The delay became significant enough that we had to make alternative arrangements for my unwell mother, who was supposed to stay with us, because we unexpectedly had no couch for her to use.

After all of that, the couch was eventually returned — and somehow the experience became even more frustrating.

Less than a week later, it looks exactly the same as it did before the “repairs”, and the middle manual headrest that was broken when the couch was sent away was returned STILL BROKEN. It simply was not fixed.

So after months of emails, organising around shift work, having all five pieces taken away, dealing with delays and being without our couch, one of the actual broken components wasn’t even repaired.

The original problem with the couch was disappointing, but products can have faults. It is the way Focus on Furniture has handled the situation that has turned this into such a negative experience.

Mistakes happen. What matters is how a company responds when they do. Unfortunately, our experience has involved poor communication, incorrect bookings, delays, vague answers, having to constantly chase information and ultimately having our couch returned without all of the repairs even being completed.

For a large furniture retailer, I expected a far more organised and professional after-sales service.

The customer service and warranty process has been unnecessarily difficult from beginning to end, and after this experience I would seriously think twice before purchasing from Focus on Furniture again.

This matter is still not resolved and has left us no choice but to go to VCAT.

Terrible customer service and unresolved Australian Consumer Law issue Dont hold your breath while waiting for a reply . Purchased a lounge from Focus on Furniture for $2,559.00 including delivery. The lounge arrived with damage, and after a long,… Read more

drawn-out process and multiple defects (including structural squeaking), they agreed to collect the lounge for a refund.

While they have picked up the lounge, they are refusing to refund the full amount paid on the original invoice, withholding the delivery fee despite the return being due to a major defect under Australian Consumer Law. Dealing with their customer service has been extremely frustrating with long delays and lack of communication.

This matter has now been formally escalated to NSW Fair Trading. I strongly advise caution when purchasing from them.

I recently purchased a dining chair from Focus On, and I had such a great experience. A special thank you to Peter, who was incredibly friendly, helpful and professional from the moment we walked into the showroom. He was very patient with all of our questions and always responded quickly, which made the whole purchasing process so easy and… Read more

enjoyable.

The chair is beautifully designed, and we’re really happy with our purchase. Peter’s excellent customer service made the experience even better.

Highly recommend Focus On, especially Peter, if you’re looking for beautiful furniture and great customer service! ⭐️⭐️⭐️⭐️⭐️

Don’t even bother! Great experience with salesperson in store at Gepps Cross but the aftercare customer service received whilst trying to get a replacement on one of my chairs which was received with a black mark on it was a negative experience. Don’t expect to be able to talk to anybody.. everything done via email! Will not shop here again or recommend anyone else to either. Show details

I was looking for my daughters first single bed when I found focus on furniture and bedding, and met Kathy who was so kind and helpful even including my 3 year old daughter in the search for her special first bed. Kathy was amazing, helpful and so kind. I will be back to purchase a new lounge one day soon. Show details

AVOID THIS COMPANY AT ALL COSTS. Focus on Furniture Mile End and their corporate customer service team have provided the worst customer service experience I have ever experienced in my entire life. I purchased a dining table from Focus on Furniture in early March with an expected delivery timeframe of late April. That date was missed, then… Read more

pushed to late May, which once again was missed. When the table finally arrived in late June, after months of waiting, it arrived with the wrong legs, making the entire table unusable.

From there, it continued to be an endless cycle of broken promises and missed deliveries. Replacement legs were promised for 15 June, then 18 June due to my upcoming overseas travel, then 22 June and each time the delivery failed to happen. The table was not finally completed correctly until JULY, leaving me thousands of dollars out of pocket for over four months with a product I could not use.

During this time, I rearranged my work calendar to accommodate deliveries, only to have them cancelled or changed. When Focus on Furniture failed to resolve the issue before I travelled overseas, I had to organise family members to be available on my behalf.

For weeks, my dining room and part of my kitchen were completely unusable. I was forced to live around table tops, incorrect legs, cardboard boxes and polystyrene throughout my home while waiting for Focus on Furniture to fix a mistake they made. I even had to cancel a family gathering because of the ongoing disruption.

The customer service from both the Mile End store and corporate team was appalling. I was constantly chasing updates with no urgency, no accountability and no proactive communication. Every response was another weak apology filled with corporate jargon, another excuse or another promise that was not fulfilled. Based on my experience, the level of “customer service” provided by Focus on Furniture has been nothing short of absolutely horrific.

To add insult to injury, the only compensation offered for five months of inconvenience was a refund of my $110 delivery fee. As a gesture of “goodwill”, Focus on Furniture also offered to install the table and remove all packaging and rubbish. Despite this written confirmation, this was also not completed properly.

While I was overseas, my brother had to be home for the delivery. After everything that had already happened, the final delivery and installation should have been the simple part. Instead, he was once again left dealing with issues caused by Focus on Furniture. He had to repeatedly request that the delivery team remove the packaging, despite this already being promised by the company. The delivery team strongly resisted removing it, to the point that my brother had to continue pushing the issue and their manager was even contacted. And after all of that, they still didn’t even remove all of the packaging, leaving boxes and rubbish behind at my property despite a clear commitment from Focus on Furniture that it would all be taken away.

I have now returned from what should have been an enjoyable overseas holiday and am still dealing with issues from this purchase over five months later. This experience did not just inconvenience me, it impacted my family as well, who had to rearrange their own time to help manage problems that should never have become their responsibility.

After more than five months of delays, missed deliveries, an incorrect product, broken promises and a complete lack of accountability, I can confidently say this has been the absolute worst customer service experience I have ever had.

STAY CLEAR OF THIS COMPANY. Spending thousands of dollars with Focus on Furniture does not mean you will receive quality service, communication or accountability. Save yourself the stress, frustration and disappointment.

Very Disappointing and Unacceptable Customer Service We collected our order from the Focus on Furniture Cranbourne warehouse on **28/07**, during our scheduled pickup time between **10:45 am and 11:45 am**. When we arrived, we waited in the pickup queue as instructed. We then moved our van forward by about two metres, not realising there was a… Read more

sign telling customers to wait for directions. It was an honest mistake, as we genuinely did not see the sign.

Instead of politely asking us to reverse, the older forklift driver immediately approached us in an aggressive manner. He started yelling at us, blaming us, and speaking very disrespectfully. I explained that we hadn't seen the sign, but he continued to be rude and confrontational. There was absolutely no need for that behaviour.

I found his attitude completely unacceptable. Customers deserve to be treated with respect, especially when they have spent a significant amount of money with your business.

The forklift driver then called his supervisor, **[Name Removed]** (I don't remember the forklift driver's name), claiming that we had failed to follow safety procedures. I explained that as soon as we understood the situation, we immediately reversed the van and complied with every instruction. After listening to our side of the story, [Name Removed] acknowledged that we had not intentionally done anything wrong and said he would speak with the forklift driver about his behaviour.

I would like to thank **[Name Removed]** at the Frankston store, who provided excellent customer service throughout our purchase. Unfortunately, the experience at the Cranbourne warehouse completely overshadowed that positive experience.

The warehouse pickup staff, particularly the forklift driver, displayed shocking customer service, poor communication, and a complete lack of professionalism. There is a big difference between enforcing safety rules and abusing customers. Safety is important, but staff should still speak to people with courtesy and respect.

This experience has left a very negative impression, and I will seriously reconsider purchasing from Focus on Furniture again. I hope management takes this feedback seriously and provides better customer service training to the warehouse staff, because no customer should be treated the way we were.

I was looking for a new 4 seater couch with full length seats on each end. Loved the first one I saw and Damon came straight over and answered all my questions with professional advice and assistance. Showed me the colour range and it was done, loved it , bought it and got great advice from Damon. Such a happy friendly young man. I’ll be definitely recommending Focus on Furniture to my family n friends and to ask for the super friendly Damon. Show details

We had a fantastic experience at Focus On Furniture thanks to Mel. Even though English isn't our first language, she was incredibly patient and took the time to explain all the different options, fabrics, colours, sizes, and prices. She even moved furniture around the showroom so we could compare fabrics side by side, which really helped us make… Read more

our decision.

We came back the next day to place our order, and even though she was busy, she looked after us straight away. Her excellent customer service made the whole experience easy and enjoyable. Thank you, Mel! We'll definitely come back for our future furniture purchases.