Focus On Furniture VIC, South Wharf

Buying furniture from Focus On was a very disappointing experience. Delivery was scheduled for 8:30am on a Saturday. I briefly stepped out for breakfast, rushed back as soon as I received the message, but the driver said he had already left five minutes earlier. I accept responsibility for missing it and understand the $40 redelivery fee. The real… Read more

issue was customer service. When I went to the store to reschedule, I was told the next delivery would be a week later, which didn’t work for me. I explained that I might need to cancel and order from IKEA instead, as they offer faster delivery. The sales assistant responded sarcastically, saying, “Who wants to buy IKEA furniture these days?” Her tone was rude and unprofessional. Afterwards, I noticed many similar complaints in their reviews about delivery and customer service. I recommend checking them carefully before ordering. FYI: I’m not making accusations to label this as racism but as an Asian customer, the comment made me feel uneasy.

Purchased 2 couches. They booked delivery date with me. Day before told me they can’t find the other couch. The couch they did deliver came with two stains. I email and called customer support. No reply from the manager of the store or online customer support. Sold my old couch. Now without a couch for weeks. They do not care about the customer. Disgraceful.

I would like to extend my heartfelt thanks for the exceptional service and high-quality product offered at such a competitive price. I would particularly like to commend your sales representative, Jason, for his outstanding dedication and customer service. His in-depth knowledge of the various sofa options and his patient guidance through the… Read more

selection process made a potentially overwhelming decision surprisingly enjoyable. Such exemplary conduct cultivates confidence in your brand. This level of personalised attention is rare and significantly enhances the overall customer experience. We will certainly recommend Focus on Furniture to our friends and family, confident they will receive the same superior treatment. Please convey our appreciation to Jason, as I believe that positive feedback is invaluable. Again, thank you for everything.

Great couch and great quality for the price – Staff were helpful and organised everything for us. The only disappointing thing is they missed adding the promotional discount and it was difficult receiving the refund for this. We also had to chase a delivery date which was later than we expected. We are very happy with our couch and side table. Great quality for the price and comfortable. Show details

wonderful mattress, fast delivery – Excellent experience shoppong for matress. Great service from friendly shop assistant and fast delivery of goods. Good range of mattresses at competitive rates! Recommend.

We bought a couch . They delivered that couch 30 April 2025 to us. We found some wrinkles on one arm, back side of that couch too. We are using from nearly 16 days and it’s leather started to get more wrinkles . It doesn’t look like new couch. I paid for new. I talked to them they send technician and that time It looked better after next day it… Read more

looked same wrinkles on it I send them e mail and now they are not worried to reply. I would say , if you are thinking to buy couch, don’t go with this store. They charge for new but will give to old.

Disgraceful – Disgraceful. I bought a Bailey Swivel chair, and since day one, the chair has a terrible odour. Raised a warranty claim, a technician was sent out and apparently did not smell anything even with his nose close. My warranty claim was denied and I now will have to live with a stinky piece of furniture. I would not recommend this company to anyone, DO NOT BUY ANYTHING FROM THESE DISHONEST PEOPLE.

Lack of Transparency, Terrible Customer Service, Predatory Fees – 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… Read more

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, [Name Removed], 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. [Name Removed] & 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.

Comfortable product – I found the quality of the product very good, the size is perfect for what I was looking for, and the experience in the store was fast and welcoming and the staff was very friendly. Show details

Fantastic Experience – Fantastic experience at Focus on Furniture in South Wharf! The staff was incredibly friendly and knowledgeable, helping me find the perfect pieces for my home. The showroom has a great selection, and I found exactly what I needed. Delivery was prompt, and the quality of the furniture is excellent. Highly recommend for anyone looking to furnish their home!

Superior Customer Service – Bought a lounge suite today from FocusOnFurniture South Wharf Melbourne. Christina looked after us (partner and I). Her knowledge and helpfulness was outstanding. She listened and used her knowledge of the stock to show us many examples and guide us through the purchase process. What an asset to your store!! Show details

Happy with The Coby – Rang Focus On Furniture South Wharf Melbourne. Sales lady was very helpful. Delivery came within stated time. Bed was easily put together with two people. End product looks very good.

Positive – Ordered a couch the one I wanted wasn’t currently in stock. The helpful staff were able to track down the one I needed and had it delivered within a week. The delivery team were very friendly and fast. They had it all assembled within 15 minutes. I would not hesitate to buy from focus on furniture again. Show details

Amazing furniture store – Very happy with my purchase of a couch. I have been looking but luckily I found the one in South Wharf and for a very good price too. The sales lady who assisted us was very friendly and helpful. She even gave us a discount since we just moved from New Zealand which we really appreciate. Thank you and I will come back again to buy more furniture from your store., Show details

[Name Removed] VICTORIA AREA MANGER – I would like to bring to your attention in relation to Victoria's (one and only) Area Manager [Name Removed] at focus on furniture. [Name Removed] called me yesterday at 10:55 am . I am vey unwell with covid like symptoms. I told her that I am currently getting ready to go to the emergency .She didn't care and said the delivery should be this… Read more

Friday .I asked her to give me sometime as I need to make arrangements to get rid of my current sofa and bed . (I had just woken at around 9.45 am as I couldn't sleep due to my sickness and I was not aware what day it was. Thought it was Wednesday (30April)

She was extremely rude and replied that the delivery should be this Friday If not I will be charged a $40 fee every day .(I did not know about the delivery condition on my order as it has been 3 months since I placed the order on the 4th of February )

I explained again that I am unwell , heading to the emergency . But she kept repeating that I need to pay $ 40 every day after Friday. (I was in shock and in disbelief as I was not aware of the condition in my order) When the South whalf store manager [Name Removed] contacted me I think (it was 22nd of April Monday) she gave me dates for the delivery in May (7 8 9 10 11th ).

I asked [Name Removed] if the delivery could be next Tuesday th e7th May she didn't listen and It was as though she had already made up her mind and rudely told me that she was going to cancel my order . I felt an immediate shock and went into panic attack state as I have been eagerly waiting for my delivery of my sofa and bed since 4th of February.

When I placed the order the sales person said it will be mid march so when I called in March they said it will be mid April . April when I contacted them they said it might be end of April.

I waited almost 3 months since the 4th of Feb for the sofa and bed to be delivered .I repeatedly told her that I DIDN'T WANT MY ORDER TO BE CANCELLED , But she didn't listen , she hung up saying she was going to cancel my order. When I asked for her full name she was reluctant.

She CANCELLED MY ORDER yesterday and immediately sent me a Cancelation email.

I called the store south whalf spoke [Name Removed] the manger she said the order has been cancelled and that she can't do anything . I told her I didn't want my order to be cancelled and sent an email reply that it can be delivered this Friday the 3rd of May but she said no it's cancelled and she can refund the deposit . So cruel and injustice .

What she did was ILLEGAL, UNETHICAL AND ALMOST LIKE She OWN FOUCUS ON FURNITURE AND NO ONE CAN QUESTION her unethical ILLEGAL ACT. The order says 14 days from the day store calls me . So [Name Removed] called me last week Monday 22nd of April . I asked for it to be delivered this Friday which is well within the order agreement . (When [Name Removed] called me I was not aware of the below . ) according to the order

Goods must be accepted by the customer within 14 days of customer service contact or else charges may apply. Cancellation or Re-scheduling of deliveries within 24 hrs of booked delivery date will attract a $40 additional handling fee. Delivery drivers do not remove rubbish, customers are responsible for disposal of packaging Due to OH&S all deliveries will be at the drivers discretion. Standard Delivery - Deliver to room of choice, ground floor, assembly not included

I have wasted 3 months waiting for my ordered sofa and bed to be delivered.

Please take appropriate action There is no complain line there is a support form we can fill in but that goes to her. Please help me.

a go-to for pieces that make you go wow! – i went to focus on furniture south wharf while looking for furniture for my new place. immediately i found a couch that i knew had to be mine. one of the workers saw me and my mum trying to measure it and immediately came over and offered to give us the measurements. after realising it was too big he told us it came in a 2-seater and advised us of… Read more

the sale on that weekend. i told him i was moving a few weeks away so he organised for delivery to take place during that weekend instead of any earlier. while approaching the delivery date i had to change the delivery day and the team were so helpful and accommodating to change that for me. on the day of delivery we got a link to track the delivery so we could get instant updates on when to expect it. we put the couch together ourselves and it was so easy! the couch is incredible quality and so gorgeous, it’s my favourite piece of furniture!

Thanks team – Christine, Svet and all the other staff always friendly and helpful. More flexibility with change of mind floor pieces should be valid by the company. So many strict rules. Happy with my purchases and service I received by all the staff including the delivery guys. Show details

Best experience – Excellent product and service! Very professional and delivered our order and assembled it quickly and efficiently and friendly, we had JD and KG and I couldn't recommend their service more!

Amazing product & service! – The most comfortable sofa purchase ever - highly recommend the Delta 6 seat modular lounge with ottaman. Really like the flexibility to arrange the furnishing configuration to our liking :)

Excellent Customer Service by Sabrina & Melita – On the 2 occasions I visited the South Wharf Focus on Furniture store these cheerful and helpful ladies have made the shopping experience a joy. Keep up the great work!!! Show details

Very Happy – I went in to buy a buffet and came out with dining table, 6 chairs, 3 seater recliner theatre chair, coffee table as well as the buffet. The range is comprehensive and staff were very helpful and patient. The quality of the furniture is amazing for the price and all looks lovely. The delivery guys, Moe and Enis (Alex transport, I think) were very efficient and friendly. They had it all unpacked & assembled in no time. Show details

Great staff, great product – Staff were very helpful and had the product delivered by the end of the week. The chair matches the couch i purchased 3 years ago from here perfectly. For the cost its 10000x better quality then Amart or fantastic. Show details

Three months to deliver order – Ordered chairs at the start of January. Incorrect items send to Sydney for collection. On going to warehouse to collect discovered their error as only 80% of order was there in the wrong colour. They promised to fix their error and deliver the items to my house. It’s now almost 2 months later and still no furniture. Wonder if I will ever see my purchase.