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20% Cancellation fee :(
Fee charged because I cancelled an on-line order they could not supply for 7 weeks.
Was not informed of delay until I rang 13 days after order. We are caravan park and furnish all our cabins
from Focus on Furniture. BAD decision guys!
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TinaGreater Melbourne (Metropolitan), VIC
Shout to Kylie - Best Customer service ever!!
Excellent service from Kylie (Manageress) best customer service ever!!
It took one phone call to Kylie who went over an above to sort out my table.
I would highly recommend her to anyone and because of Kylie will go to Focus on Furniture Maribyrnong from now on.
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TruthSirumGreater Melbourne (Inner), VIC
- 6 reviews
wonderful service, price and quality
I found this store by accident having gone to the Home Centre to see another store. As much as I have noticed there are some bad reviews here, maybe it all depends on the store and staff. The staff at Springvale were wonderful, very kind, very patients and helpful. I bought a stunning oak dining table and chairs and saved over $1,000 compared to other stores and the one at Focus On was even better than the big brand stores. Delivery was on time, no issues. I can only say good things about this store, they were great and the table is even better!
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Disappointing
Very very disappointing. Customer service inexistent. Can we even call that a service ????
First contact by phone, we ask if they have a certain product in stock. Told us "yes we got it and ready to pick up".
So, we went to the store maybe an hour after, bought the furniture only to be told that it was out of stock in Canberra and they should receive mid April to early May. (This was end of March).
A week or so later, we call back to have some news, on that occasion we were told that the piece of furniture will not be here until end of May. A...Read more
s we couldn't wait until that late, we decide to cancel our order and buy from somewhere else something readily available. That is when the trouble started, it was a pain to cancel our order and we also been told that we will be charge 20% for something never received and never used, not even returned (IKEA got 365 days free returns policy, Fantastic got 60 days free return policy). After few phone call, we still not sure if this order been cancelled and the fee was increase from 20% to 30%. We still haven't receive any communication from a manager or a customer service person. Just one advice, stir clear of this company, really not worth your business.
1 comment
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LyssGreater Melbourne (Inner), VIC
Perfect!
Super happy
Brought a couch and coffee table
Exactly as described
And delivered quickly
Delivery guys were lovely
Thankyou to the guy at the southwharf store for assisting and getting it to us so quickly!
We will be back!
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Matthew J.Greater Melbourne (Outer), VIC
- VIC, Dandenong
- Verified customer
Disappointed On Different Days for Delivery
We spoke to a person called `[name removed] about Delivery to Keysborough and was told it will be on a Wednesday. So i went on line and bought the item on Monday 30th March @ 6pm payed big $$$ for the couch. Today my wife calls the store to find out if the order went through and to see if its still coming on Wednesday. Today we get told it will be a Thursday as i did it on line after 5.30pm. So i had to move all my jobs from a Wednesday to a Thursday because i run my own business. So i can be home for the delivery. Did not even offer me to come and pick it up. Staff was so rude on the phone this morning and this afternoon. Never buy from the dandenong store again.
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Disappointed in quality, functionality and usability
We bought a Kennedy dining table. It was delivered months later with white dots in the resin. We contacted the aftercare team.. someone came out to assess it as requiring replacement. The design of the table, in particular the position of the legs makes it not functional and very impractical. It also makes loud cracking noises every hour or so. As they were replacing it anyway I asked if we could exchange for a more practical/functional table. The manager denied the request. So we are left with an overpriced overseas made impractical table. I do not recommemd.
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Will never buy from Focus on Furniture Again
I bought the vogue entertainment unit online. The colour of the unit in real life was a lot lighter than the colour on the website photos. After calling two stores, it was a flat no to exchange. The item was delivered today and is still in the box. Your customer service was non existent today and I will never buy from you again because of this.
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Hakan I.Greater Melbourne (Metropolitan), VIC
Refusal to refund faulty mattress
Purchased a mattress in April 2022. By the end of the year mattress is sagging and of obvious poor quality. Preston store refuses to refund the cost of mattress and offers only a replacement, apparently a sagging mattress that cannot be slept in does not constitute a major failure.
Unfortunately not particularly helpful in reaching a resolution and leaving me no other choice other than to lodge a dispute with consumer affairs and VCAT.
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Replacement of new damage furniture
Purchased new furniture on Boxing Day sale. The furniture was delivered as promised within 2 weeks. On delivery the delivery driver noticed part of the furniture was damaged and advised to notify store immediately which I did. The store advised to put through online request to replace damaged goods. The following Monday I was contacted by the store advising of the next steps and timeframes for removal of damaged furniture and the new replacement. Delivery drivers were on time, professional and took away all the packaging as well. The first time the did not, though the store advised of this at the time of purchase.
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blue.dot.Central Highlands and Goldfields, VIC
- 5 reviews
Delays Out Of Their Control
I purchased from Focus on Furniture on Bendigo back in January and was quoted a delivery time frame of mid to late March. I received a phonecall from Torri last week to inform me that my products had been delayed until mid to late May due to exporting issues out of China. While it is a bit annoying that my dining setting won't arrive for another 8 weeks or so I understand that with everything that is currently happening it is totally out of their control. Torri was very apologetic for the delay and even offered me free delivery for the inconvenience.
Thanks for the great customer service Torri! we will be back in future for more items!
Maybe once these delays are over though ;)
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Don't expect your delivery for when they say
I was told when purchasing this mattress I would receive it the following Saturday. After not getting a confirmation call on the Friday I called and chased it up. Was told it would not fit on the truck and got rearranged for the Tuesday. After getting to 3pm, I called and again, chased this up then got told by the 2IC, it was in Melbourne and wouldn't be delivered until at least Wednesday. If you are needing your product, don't order from here.
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DanielGreater Melbourne (Outer), VIC
Terrible experience
I purchased a table and bedroom suite from focus on furniture, I was advised the table would take 3 weeks to be delivered to my house. 6 weeks later I got a call from focus on furniture asking if I could pick it up from there factory outlet otherwise it would take another 2 weeks to arrive.
I purchased the bedroom suite on December 1st, I was advised it would be again delivered to my house in the start of February (which is already over 8 weeks from when I purchased it) in the middle of February I called up to see where it was at and they ex...Read more
plained to me they had no idea where it was and they are now expecting it by the end of March start of April. I got no hope that it is even going to come by this date and in the mean time I am sleeping on a mattress in my bedroom. Focus on furniture were quick to take my money and tell me my items would arrive before the expected delivery date but it has been the complete opposite. It has been a very frustrating and disappointing experience.Similar opinion? Write a review on ieatwords.com.au!
John ZGreater Melbourne (Outer), VIC
- 15 reviews
Very poor quality materials used on lounge.
Bad cushions. Worst quality materials used. Balls up ever 3 months. Won't ever buy furniture from them again. Ps bad after sales service. Called to complain and met with rude employee.
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AmandaGreater Melbourne (Metropolitan), VIC
- 2 reviews
- Online store
- Verified customer
Worst service I have ever received and poor safety/care
The whole process from start to finish was dreadful. I bought a mattress online from the Maribyrnong store and paid the $85 for delivery. The store rings me and we talk about when they can deliver...they only offer a day (no time) when they can deliver and the next available was the following week. I receive no confirmation, no follow up, nothing. The day of delivery came and I rang to get an indication of timing as I can't just be sitting at home all day waiting. The man on the other end of the phone (FYI for the store manager - it was 9am on ...Read more
Saturday the 29th of February) was one of the least helpful customer 'service' representatives I have ever dealt with. He basically told me that it was too bad, that was the situation and yes I had to give up a whole day of my weekend to receive the product I purchased a week ago. When the delivery truck finally arrived, two men step out of the truck. One of the men thought that it would be funny to run with the mattress over one shoulder by himself all the way down the street to my door. This is unprofessional and extremely unsafe. The two men then were instructed to place the mattress in the hallway. They kicked over my pots at the front door and instead of apologising said "don't worry about it, I didn't break them". They were laughing and mucking around the whole time. Zero concern for professionalism. They then upon leaving took my trolley that was in my front yard and looked almost shocked when I told them it was actually not theirs. I couldn't wait to get them out of my house.Similar opinion? Write a review on ieatwords.com.au!
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Marian StavrinidisGreater Melbourne (Metropolitan), VIC
Amazing customer service and products!
My husband and I recently moved into a new home and needed to furnish the place with new items.
We knew, from previous experience, that Focus on Furniture had wonderful pieces within a reasonable price range. We were lucky enough to be served at the Springvale store by David.
David had great insight into what would suit our new home and knew all of the products in the store.
He was extremely helpful and his knowledge of what would look nice/within our price range was phenomenal.
We want to say a big thank you to David for his exceptional knowledge and vision for our home!
Our new couch, dining table + chairs and bar stools look AWESOME!
Thanks so much David and Focus on Furniture Springvale!
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AvishGreater Melbourne (Outer), VIC
- VIC, Dandenong
- Verified customer
Excellent Customer service
We bought a dining table from Focus on furniture and was looked after by a lovely lady named Bea. She was an absolute gem when we had to go back to buy chairs separately. She went out of her way to assist us and we appreciate her efforts! thank you Bea. Keep doing the amazing work that you do :)
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Love my furniture
I recently purchased the Rustic bed suite and the Kennedy TV unit and coffee table. Really happy. Good quality, affordable, really easy process. The people who came to put it together were on time, efficient and friendly.
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Wonderful service from Jazel
I buy bed frame and mattress and Jazel was wonderful.
She took time to show me many products and was very informative. She explained all warranty and care instructions. Very satisfied and will return.
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DavidSydney Surrounds, NSW
- 3 reviews
Terrible quality
We were assured that we are purchasing good quality furniture for my elderly Father, so a great sales lady. On delivery we noticed finishes on the furniture was different colours which we had changed over after a lot of calls. A few years down the track and we now have stainless steel chairs with broken backs, the welding from the seat holding the back is only a tack welded which is hidden by the material, a very dangerous form of manufacturing, They cannot help us with this as there is only a 1 year warranty not 5 years as we were told. VERY POORLY MADE FURNITURE.
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Questions & Answers
Phredasked
Is the Vancouver chaise lounge still available
3 answers
its been replaced by the ontario lounge.
That is not the same I was really wanting the Vancouver
It is the same, they just changed the name of it.
Bronwyncasked
Cannot get a response from customer service? Called the store of purchase who directed me to their online presence.
Sent first message- no response. Second message sent gave them a few weeks - again still no response?
Starting to get a little upset.
Help?!
1 answer
I am having the same issue I am getting really frustrated with this company and how they treat you as a customer
Kaye McGrathasked
What is the warranty on your products. We purchased a lounge suite in 2016, Afd-Royal. We just love it and it is so comfortable. Only recently we discovered the leather is splitting and the leather has worn thread bare in some places. Would someone advise me please what we can do. Thanks Kaye McGrath.
3 answers
You will likely be in for a lot of nonsense.
The leather has cracked because it is poor quality, not durable, cheaply made.
We had the same problem with plush. They are under the same umbrella company I believe.
Focus on will send out a technician to your house who will blame the damage on your lack of maintenance, 'body oils' 'medications' suncream etc, anything to refuse your claim.
You will have to use you statutory warranty through Australian consumer law and the ACCC/ fair trading to get anywhere. Don't accept a repair as it will fail again. Do some research on the above and prepare yourself for a well articulated fight. Don't let the company fob you off. The case is closed when you are happy, not them.
Check out other such comments on here, the plush site, nick scali product review etc.
It will take you a while
Hi,
The paperwork states the following regarding your warranty question.
Timber: 1 year structural
Lounge: 5 years structural on frames, 3 years on seating and mechanisms (120kg weight load) and 1 year on stitching and covering.
There is no time limit on your legally protected consumer guarantees. Don't believe anything else.
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Focus On FurnitureFocus On Furniture
Hi Yann, so we can assist with your issue could you please advise your invoice #?