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Reviews

4.2

4,738 reviews
5
(2,912)
4
(918)
3
(300)
2
(192)
1
(416)
  • Product Quality
    4.2 (391)
  • Return Claim MadeYes (40) · No (362)
  • Warranty Claim MadeYes (34) · No (370)
  • Product Appearance As advertised (86%) · Not as advertised (14%)
  • Shipping
    3.9 (25)
  • Customer Service
    4.1 (329)
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Reviewer Photos & Videos

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20% Cancellation fee :(

published

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!

Tina

TinaGreater Melbourne (Metropolitan), VIC

Shout to Kylie - Best Customer service ever!!

published

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.

Customer Service
Product Quality
Return Claim MadeYes
Warranty Claim MadeNo
Store LocationMoorabbin Victoria
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TruthSirum

TruthSirumGreater Melbourne (Inner), VIC

  • 6 reviews

wonderful service, price and quality

published

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!

Customer Service
Product Quality
Return Claim MadeNo
Warranty Claim MadeNo
Product Appearance As advertised
Store LocationSpringvale
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Disappointing

published
Customer Service
Product Quality
Return Claim MadeNo
Warranty Claim MadeNo
Product Appearance Not as advertised
Store LocationCanberra
See all answers
1 comment
Focus On Furniture
Focus On FurnitureFocus On Furniture

Hi Yann, so we can assist with your issue could you please advise your invoice #?

Lyss

LyssGreater Melbourne (Inner), VIC

Perfect!

published

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!

Product Quality
Shipping
Return Claim MadeNo
Warranty Claim MadeNo
Product Appearance As advertised
See all answers
Matthew J.

Matthew J.Greater Melbourne (Outer), VIC

Disappointed On Different Days for Delivery

published

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.

Customer Service
Product Quality
Return Claim MadeNo
Warranty Claim MadeNo
Product Appearance As advertised
Store Locationdandenong
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Disappointed in quality, functionality and usability

published

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.

Customer Service
Product Quality
Return Claim MadeYes
Warranty Claim MadeNo
Product Appearance Not as advertised
Store LocationDandenong
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Will never buy from Focus on Furniture Again

published

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.

Product Quality
Shipping
Return Claim MadeYes
Warranty Claim MadeNo
Product Appearance Not as advertised
See all answers
Hakan I.

Hakan I.Greater Melbourne (Metropolitan), VIC

Refusal to refund faulty mattress

published

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.

Customer Service
Product Quality
Return Claim MadeYes
Warranty Claim MadeYes
Product Appearance Not as advertised
Store LocationPreston
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Replacement of new damage furniture

published

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.

Customer Service
Product Quality
Return Claim MadeYes
Warranty Claim MadeNo
Store LocationDandenong
See all answers
blue.dot.

blue.dot.Central Highlands and Goldfields, VIC

  • 5 reviews

Delays Out Of Their Control

published

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 ;)

Customer Service
Product Quality
Return Claim MadeNo
Warranty Claim MadeNo
Store LocationBendigo
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Don't expect your delivery for when they say

published

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.

Customer Service
Return Claim MadeNo
Warranty Claim MadeNo
Store LocationFyshwick Canberra ACT
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Daniel

DanielGreater Melbourne (Outer), VIC

Terrible experience

published
Return Claim MadeNo
Warranty Claim MadeNo
Store LocationFrankston
John Z

John ZGreater Melbourne (Outer), VIC

  • 15 reviews

Very poor quality materials used on lounge.

published

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.

Product Quality
Return Claim MadeNo
Warranty Claim MadeNo
Amanda

AmandaGreater Melbourne (Metropolitan), VIC

  • 2 reviews

Worst service I have ever received and poor safety/care

published
Product Quality
Shipping
Return Claim MadeNo
Warranty Claim MadeNo
Product Appearance As advertised
See all answers
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Marian Stavrinidis

Marian StavrinidisGreater Melbourne (Metropolitan), VIC

Amazing customer service and products!

published

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!

Customer Service
Product Quality
Return Claim MadeNo
Warranty Claim MadeNo
Product Appearance As advertised
Store LocationSpringvale Homemaker centre
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Avish

AvishGreater Melbourne (Outer), VIC

Excellent Customer service

published

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 :)

Customer Service
Product Quality
Return Claim MadeNo
Warranty Claim MadeNo
Product Appearance As advertised
Store LocationDandenong
See all answers

Love my furniture

published

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.

Customer Service
Product Quality
Return Claim MadeNo
Warranty Claim MadeNo
Product Appearance As advertised
Store Locationpakenham, springvale
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Wonderful service from Jazel

published

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.

Customer Service
Product Quality
Return Claim MadeNo
Warranty Claim MadeNo
Store LocationBankstown
See all answers
David

DavidSydney Surrounds, NSW

  • 3 reviews

Terrible quality

published

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.

Customer Service
Product Quality
Return Claim MadeNo
Warranty Claim MadeYes
Product Appearance Not as advertised
Store LocationTuggerah
See all answers
Page 1 of 237

Questions & Answers

Phred

Phredasked

Focus On Furniture

Is the Vancouver chaise lounge still available

3 answers
phil
phil

its been replaced by the ontario lounge.

Phred
Phred

That is not the same I was really wanting the Vancouver

Happy Customer
Happy Customer

It is the same, they just changed the name of it.

Bronwync

Bronwyncasked

Focus On Furniture

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
richelle b.
richelle b.

I am having the same issue I am getting really frustrated with this company and how they treat you as a customer

Kaye McGrath

Kaye McGrathasked

Focus On Furniture

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
Duck
Duck

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

PETER H
PETER H

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.

Duck
Duck

There is no time limit on your legally protected consumer guarantees. Don't believe anything else.

Get an answer from our members and Focus On Furniture representatives

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