AI reviews summary
Focus On Furniture generally receives high praise for its in-store experience and product value, with many customers highlighting the professional, non-pushy nature of the sales staff. However, a significant divide exists between the initial purchase experience and after-sales support, particularly regarding delivery delays and warranty claims.
Pros
- Exceptional In-Store Service: Staff members are frequently described as helpful, knowledgeable, and patient, often going above and beyond to assist with measurements, floor plans, and fabric selections without applying sales pressure.
- Value for Money: The furniture is consistently noted for its stylish design and solid construction at a price point that customers find more affordable than major competitors.
- Product Quality and Comfort: Many users report high satisfaction with the durability and comfort of lounges and bed frames, specifically noting the sturdiness of Australian-made pieces and the longevity of fabrics.
- Showroom Presentation: Stores are praised for being well-organised, clean, and easy to navigate, allowing customers to visualise how pieces fit into a home environment.
Cons
- Poor After-Sales Support: Multiple reviewers report a "ghosting" effect once a purchase is finalised, citing unreturned phone calls, ignored support tickets, and dismissive attitudes from customer care teams.
- Delivery and Tracking Issues: Significant recurring complaints involve delivery windows being missed, long delays without proactive communication, and third-party drivers who are described as unprofessional or unwilling to navigate certain locations.
- Difficult Warranty Process: When faults occur—such as pilling fabric, structural sagging, or defective mechanisms—users frequently face resistance, with the company often attributing issues to "normal wear and tear" to avoid repairs or refunds.
- Inaccurate Stock Expectations: Some customers were promised short delivery timeframes (1–2 weeks) only to be notified much later of 10-week delays or stock shortages after payment was made.
Verdict
Focus On Furniture is a strong choice for consumers seeking stylish, high-quality furniture at competitive prices, provided the transaction remains straightforward. While the retail experience is excellent, potential buyers should be prepared for possible delivery complications and a challenging resolution process if the product requires a warranty claim.
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
Reviews with attachments
Excellent quality products. I’m happy with quality of the products
Kathy was lovely and friendly. She welcomed us as we entered the store and helped us find the perfect couches for us. Show details
A ray of sunshine has landed in our lounge room. The sofa is so comfortable and the colour is perfection. Show details
- +2
****UPDATE*** After 8 months of being told this was “wear and tear,” Focus on Furniture finally sent a technician — who confirmed it was a structural fault (failed glue in the arm), not misuse. By then, the delay had caused further damage. They’ve agreed to refund the couch, but are still disputing the warranty and delivery costs. This only… Read more
reinforces my concerns about how this has been handled from the start.
I'm extremely disappointed with the Bliss Lounge I purchased from Focus on Furniture on 1/12/2022. Initially, the lounge looked great and was comfortable, but after only this short amount of time, it has started sagging and no longer holds its shape.
The quality of the lounge is clearly subpar, and I expect more from a reputable retailer like Focus on Furniture. The sagging has made our new home/ lounge room look horrible and not feel homely, and I'm now stuck with a costly piece of furniture that I can no longer enjoy.
To make matters worse, when I contacted the warranties department, I spoke with '[Name Removed]', who was less than helpful. She claimed that the sagging was my fault because I hadn't 'fluffed' the couch daily. I explicitly told her that I had followed proper maintenance, but she refused to accept responsibility, even though I am within the warranty time frame. [Name Removed] wrote “ the placement of where you are experiencing the sagging, and the age of your item, all indicating a lack of regular and proper maintenance as recommended for the life of your piece. There would not be a further claim I can action for you under the manufacturing warranty terms provided.” She also declined sending someone to inspect the furniture as I assured here where the sagging has occurred I could not possibly maintain any more than I have daily already.
As a consumer, I expect a product to meet basic standards of quality and durability (especially when we’ve paid a substantial amount for the product!). Under Australian Consumer Law:
- Section 54: Goods must be of acceptable quality. - Section 55: Goods must be fit for a disclosed purpose. - Section 59: Warranties must be honoured.
Focus on Furniture has failed to meet these standards, and their warranties department has been extremely uncooperative. I would not recommend purchasing from this retailer.
Date of purchase: 01/12/2022 Purchase price: $4,329.00
- +3
I recently purchased the Lucy Leather 3-piece Recliner Suite from Focus On in Ballarat, Victoria, and I couldn’t be happier. I truly appreciate the help of the staff, especially Sol T., who assisted us with genuine recommendations and excellent knowledge. We are very happy with our purchase, not only do we love the elegant, high-quality suite, but… Read more
it also gives us the feeling of being in a 5-star hotel. It serves its purpose perfectly: lean back, put your feet up, and enjoy the amazing comfort and back support. I highly recommend this recliner suite.
Attached are the public photos we could share from purchasing at the store to assembling and loving the sofa at home.
Debbie from the Helensvale store was very helpful in helping to choose my Buffet Cabinet , dining table and chairs. I highly recommend this store and I’m completely happy with my purchase Show details
I am very happy with the Bailey Swivel Chair. It looks very nice and blends well with my existing sofa in my living room. Before the purchase, I ve looked at other swivel chairs in various stores and I found the Bailey Swivel Chair really stands out in terms of look, comfort level and pricing. The staff at the Springvale store were very helpful and courteous. Show details
I cannot express my positive feedback regarding this store staff, and in general the quality items @ Focus On furniture with a reqasonable pricing. Due tour specific ciurcumstances, we were unsure about our moving date to the new house. We purchased a big sofa set, 2 swindle chairs. After talking to the store manager and staff about our situation,… Read more
their flexibility and their understanding are exemplary. I deeply appreciate their understanding and this is the reason (we will go back after moving to our new home) to purcahse all our stuff there, no matter what price. Thank you for being there, with havbing great team and fantastic furnitures as well. Special Thanks to the store manager (don't have the permission to disclose their name), we owe you heaps.
So happy with the Eden range of furniture we purchased. Stunning and simple in design. The delivery and assembly by the transit company was impeccable, although a morning or evening time frame would have helped. Mark, however, was only too happy to help us with selection and ease of ordering. Show details
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Staff member Renee was very helpful let us browse then assisted with our purchase and guiding us through our chair selection. Good price and happy with the results. Plus the efficient delivery service paid but worth it. Show details
- +1
I purchased 2 of the Tilda Coffee Tables for my Lounge room. I couldn’t be happier as they match the room & my cabinetry perfectly. The colour came in as displayed and the quality is outstanding, the base of them is really heavy and sturdy to avoid tipping over. Love the shape of them and the height difference between the two. Highly recommend these tables. I styled them back with a couple of ottomans. Show details
Amazing store & very helpful! We bought multiple items & we are extremely happy with all of them!
I was warmly greeted when I entered the store and asked if I needed assistance. As I was just perusing at this stage I was left to wander but the moment, I needed assistance I had a lovely helpful lady help me. Nothing was too much trouble, from my questions and asking to re-arrange the lounge for me to get a better idea of what I required. I had… Read more
intended to buy elsewhere until I walked into Focus on Furniture and saw the Otis 3 seat reversible lounge. I love the size, colour, reversible chaise section and importantly all the cushions are removeable and can be swapped around.
Latest follow-ups
Some elegant pieces to uplift my empty bedroom. Beautiful finish. Kathy was great. Show details
Follow-up · Had some issues with the delivery where the furniture was damaged. It took too long to get replacement pieces. Also, the quality underneath was questionable. I noticed the paint did not cover the underside reducing its overall quality. Otherwise, very happy with this furniture, its clean, neat and looks great.
Super smooth! – Moved into my new apartment and didn't have any furniture. Essendon store employees were very understanding and helped me find the right furniture and delivered in less than 3 days! Finally I have a bed to sleep on, thanks to Focus On and all its… Read more
personnel, including delivery staff. The product range was diverse, with so much to choose from.
Really hoping to buy more stuff from Focus On soon.
Follow-up · I’ve been really impressed with how sturdy and well-made the products are — they’ve definitely held up well over time. I’m already thinking of picking up a few more, especially with the EOFY sales offering some great savings. I’ve also heard great things about Focus On, so I’m keeping my fingers crossed to win one of the vouchers — no luck just yet, but hoping this time might be it!
Greeted with a smile and after I’d had a loon around a lovely team member came to help. She asked questions about my current bedroom furniture and together we worked out what will work best. I’m very happy with my bedside selection, smart and stylish Show details · 1
Follow-up · The wood finish to good, dresser and bedside are from different places but you wouldn’t know. No set up necessary. The drawers slide nicely, feel solid.
Positive reviews
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.
We had such a wonderful experience with Mel at Focus on Furniture Helensvale. Her customer service was exceptional from start to finish. We were looking to purchase a dining table, and rather than having us wait for new stock to arrive, Mel remembered that she may have seen the one we were after in the back. She went above and beyond to check for… Read more
us and was right - it was the only one available! She brought it out, organised everything quickly and even helped us load it safely into our car.
Mel was genuinely lovely, helpful and professional throughout the entire experience. Her effort made our purchase so easy and saved us from having to wait.
We highly recommend visiting Focus on Furniture Helensvale for your furniture needs and asking for Mel. Thank you again for the amazing service!
Lola☺️
Find out how Focus On Furniture compares to other Furniture Shops
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I finally made it into store with my 3 boys one only being 9 weeks old and unsettled. The lady at the counter came and said hello and helped me pick the perfect lounge for our growing family so quickly and listened to our needs. She was lovely and made my boys and I feel so welcomed. The guy at the counter helped with all my questions and fabric… Read more
colour options and delivery. Nothing was a bother for either of them. They had great EOFY sales. My kids have asked to even go back just for a visit. If you're unsure definitely head into the Tuggerah store they're very accommodating and understanding.
Negative reviews
The Gepps Cross showroom looks fine and the in-store service was perfectly adequate, but don't let that fool you—the moment they have your money, you cease to exist. We were explicitly assured that our new lounge order would take 1 to 2 weeks for delivery. After 2.5 weeks of total silence, I had to chase them up. I left multiple messages… Read more
requesting a callback, which were completely ignored. Days later, someone finally got back to me, only to casually drop the bombshell that our lounge is now delayed by a further 10 weeks.
Since then, the communication has been non-existent. I requested follow-up dialogue just to be kept informed of the order's progress and to see what could be done to rectify this, but I have been consistently ghosted. I've been forced to follow them up repeatedly just to get basic answers.
I am currently waiting on yet another promised callback tomorrow. Based on my experience so far, that call will never come, and I fully expect to have to chase them down yet again. Disgraceful service! Save yourself the headache and go elsewhere.
My experience at the store was great but the delivery experience was terrible. The delivery companies that Focus on Furniture use are not professional and make excuses not to deliver items even though I had paid $160 for delivery. They seem to have… Read more
zero experience delivering to inner city areas with narrow, one way streets.
The first delivery drivers cancelled the order and refused to deliver the items, as they "Won't carry it down the street 100 metres." I emailed the store manager and didn't even get a response and when I called they were not very helpful. I was promised another delivery driver with a smaller truck. But when they arrived, it was the same sized truck, that again stated they usually cancel the order if they can't park in front of the property. They delivered the items, but again had issues with parking and said they couldn't assemble it and that I should save the money and do it myself.
The products are good but I would avoid paying for their delivery service and organise delivery yourself or with airtasker.
Follow-up · I purchased a mattress, head board and base. Assembly, luckily was simple, but doing it by myself probably took longer than necessary. Instructions were easy to follow. The mattress is heavy and large and needs 2 people to move.
I bought a queen bed from the Nuawading store just before the boxing day sale and been told the price is the same as the boxing day price. However, few days later they dropped further $100 off. I went back request for a price adjuestment but still hear nothing back from their headquarter. Very unsatisfied with their customer support. Show details
Recent reviews
We had a fantastic experience when shopping for a new bed at the Dandenong store. We were offered assistance right away but weren't pushed or followed around by staff. When we decided on a bed, staff were super helpful and eager to help. Highly recommended shopping at the Dandenong store! Show details
We came to buy a mattress, great buy on The Terino double .lovely young lady Jemma serviced us .Very knowledgeable and great service.we bought the mattress. Thank you Show details · 1
After days of searching for a lounge suite feeling confused and frustrated we came upon Kathy at your Helensvale store. She quickly identified our needs and showed us a range of couches. It was great to feel heard and supported by someone who knew a lot about what we wanted. Thankyou Kathy. Show details
⭐️⭐️⭐️⭐️⭐️ We had an outstanding experience with Tina at Focus on Furniture Moorabbin. From the moment we walked in, Tina was warm, knowledgeable, and genuinely focused on helping us find exactly what we needed. She made the entire process effortless — no pressure, just honest guidance and exceptional service. Tina’s product knowledge,… Read more
professionalism, and friendly approach made our purchase feel easy and enjoyable. We left completely confident with our choice and extremely happy with the whole experience.
Highly recommend visiting Tina if you want great service and a smooth, stress‑free purchase. She’s fantastic.
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