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.
Myself and my partner have been wanting a new lounge for some time now we went to three stores before going into focus and we are so glad we did the service was spectacular and the price for our purchase was amazing the deal we got we are over the moon I recommend anyone who is in need of a new lounge go to Tuggerah focus on furniture.cannot wait for the next 2 weeks when it gets delivered.
Deepika from Essendon was extremely helpful and not pushy at all. She let us wonder through the store and when I double checked the price she offered to see what she could do and helped us out a little further even though the price was heavily reduced. She was very professional and it was such a pleasure to meet with her and make our purchase. Show details
We had a brilliant experience shopping at Focus on Furniture in the Helensvale Homemaker Centre. From the moment we came in, we felt incredibly welcome. A big shout-out to Mel, who looked after us. She was absolutely fantastic—so helpful, patient, and accommodating with all of our specific requests regarding the style of couch and the choice of… Read more
fabric we were looking for. Thanks to her guidance, we found the perfect couch for our home, and at a really reasonable price too! If you are looking to buy furniture, beds, tables, or anything else for your house, definitely check this place out. Ask for Mel—she’s amazing!
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
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!
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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.
Purchased a 3 seater chase furniture, very happy with the purchase.. The material is very comfy and durable.. Only saw the product online and fell in love with it and the product did not disappoint and it was exactly what I wanted…
- +1
This is the beautiful 5 piece Devine Natural modular suite its so comfortable i highly recommend it. Show details
I bought a Torino luxe mattress through focus on furniture at mile end. The sales lady said it was a great mid range mattress. (We also bought a bed frame, another mattress & a couch.) BUT about 6 weeks later i started getting bad back pain, so got weekly physio, nothing changed. 6 months later i added chiro treatments. Absolutely nothing… Read more
helped, every morning i woke up in so much pain.
I did start to notice the mattress going very lumpy, the memory foam wasn't re rising at all. Even when going on holidays for 2 weeks, the mattress still stayed lumpy.
So i rung focus furniture and told them what was happening, they gave me a contact number to ring customer care.
Omg was the gentleman rude, he couldn't care less and was very dismissive.
Kept saying it was normal for mattress to dip and just to keep rotating the mattress (which weights a tonne) and that its all my fault that i don't do it properly.
Its suppose to have 10 years warranty :(
And yes, i rotated the mattress regularly and also i am a fit, healthy, 62kg female.
Then i started kinesiology treatment and pilates twice a week, water aerobics, still nothing is helping my back.
Fast forward 2 years later its still just as bad.
I definitely need a new mattress theres nothing left to try, but which one?
I don't want to waste more money.
I know one thing is for sure, i will NOT be buying another mattress through focus on furniture because of the nasty after care service.
Also the delivery drivers were pretty rude, they rocked up outside the time they said they were coming, and so charged us again to come back :(
Latest follow-ups
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.
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.
In-depth reviews
I recently visited Focus on Furniture and had a wonderful experience. From the moment I walked in, the customer service was exceptional. Helen, the sales consultant who assisted me, was incredibly patient, polite, and professional throughout the entire process. She took the time to answer all of my questions and carefully printed out all the… Read more
relevant information I needed without ever making me feel rushed or pressured. Her friendly and helpful attitude made the shopping experience enjoyable and stress-free.
I was also very impressed with the range and quality of furniture available. There were plenty of stylish options to choose from, and the prices were surprisingly affordable for the quality offered. It was great to find furniture that looked amazing without having to exceed my budget.
What stood out the most, however, was the outstanding customer service. Helen went above and beyond to ensure I had all the information I needed and felt confident in my purchase decisions. Excellent service like this is hard to find and deserves recognition.
I highly recommend Focus on Furniture to anyone looking for quality furniture at reasonable prices, backed by exceptional customer service. I will definitely be returning for future furniture purchases.
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.
Find out how Focus On Furniture compares to other Furniture Shops
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The range of products on the website was great and very easy to follow and find exactly what we needed. I enquired online about the availability of chairs we wished to order for our lounge room. I was thrilled to be told there were two available as I assumed they were out of stock and we'd have a long wait time. The chairs were already discounted… Read more
but as there were only two left in the warehouse I was offered and happily accepted a further discount. Our wait was only weeks not months. We received a txt the day before delivery given a two hour time frame and once the chairs were picked up from the warehouse we received a tracking code so we knew exactly what time the van would arrive. The delivery men could not have been more friendly or considerate. Our chairs were carefully placed in our lounge exactly where they'd sit. All we had to do was unwrap them, put the plastic and cardboard in our recycling bin and screw the four legs in which we chose to do to save added cost as we have all the necessary tools. We couldn't be happier with our choice of Hamilton Armchair Lombard in charcoal. The are comfy and supportive and the colour is perfect for our lounge.
Recent reviews
I have just purchased a beautiful and incredibly comfortable 3 seater lounge. Tan colour leather with recliners. Shannon was very helpful and informative. Thank you. Show details
Hi, had a lovely look around at your new store yesterday, very well planned out easy to get around. The furniture was lovely & the staff were very attentive, printing out information & prices, would go back again Show details
Had a great experience at your MacGregor store! The lovely staff member who dealt with us, Damon I believe was his name, he was super accomodating and polite from the moment we walked in. He wasn’t pushy at all and only wanted to direct us to the bed that we were after. Such an excellent range at this store and very high quality pieces all… Read more
throughout. This store will be a definite choice for more household additions in the future! Overall great experience, can’t recommend enough. Cheers.
I bought the Avalon 3 Seat Chaise Lounge almost 3 years ago and am so impressed with it. It's a compact sofa, fits well in a townhouse, but extremely well made. When assembling it, I was initially impressed with how sturdy the leg design was, which has always been my beef with poorly planned sofas. The fabric is strong also, supports the back and… Read more
lumbar well and after almost 3 years of relatively heavy use, it looks pretty much the same as when I first bought it. Not sure if this one well designed sofa is emblematic of everything sold by Focus On Furniture, but I have never been so satisfied with a furniture purchase. Bravo.
Had a really good experience at Focus On Furniture Dandenong. The staff were super helpful and easy to deal with the whole time. They weren’t pushy at all and actually took the time to help me find what I wanted and answer all my questions. Customer service was great from start to finish and the team made everything feel simple and stress free.… Read more
Hard to find good service like that these days. Really happy with my experience and would definitely recommend checking them out.
I recently purchased an Inspire double bed frame/base. Staff members were very helpful and friendly. Peter was very easy to talk to and assisted with the information we sought. Show details
We have used focus on furniture in Geelong on numerous occasions to furnish previous house houses and this new existing one we have just bought. Clayton has been helping us with our most recent purchases and his service is outstanding. We chose focus on furniture because they allow you to choose Australian made goods which we find are… Read more
significantly better in quality than some of the overseas built furniture. We have had a couch for six years and the structural integrity of the couch is amazing. I’m now going to buy another bed from this store this week.
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