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.

We purchased a couch from Focus On and we realised how bad the quality was and how poorly made the couch was after it was delivered to our house. After using it for a few weeks, we also realised how uncomfortable the couch was and with some of the seats sinking in more than the others which comes down to the poor quality. When we asked if we could exchange it for something of better quality and comfort, we got told no since it is technically not a 'faulty' product and got told if we decide to sell it on our own and buy another couch from them, they would make sure we were ‘looked after’. Do you think I would make another purchase from a store that did not look after us the first time? The answer is no.

Our mattress is amazing, we cant be happier with the quality of our purchase. The staff took time to understand what we wanted and were knowledgeable about the products. Thank you for your help!

Not all items I wanted to see were there.
I had to assemble chairs and this was not easy. The instructions were too basic and I had one screw missing and two legs were faulty

Highly recommend the service at this store. Sandra was very helpful and informative and the lounge suites were all stunning. Was a hard decision to pick one but we did and are extremely happy with our choice.

Staff members were very helpful and friendly. The store was easy to navigate and there was a great variety of stock. Assembly of the product was also quite easy, we just needed to add the legs!

Customer service in store good. Delivery call at 6 am!!!!! To say they are on the way !!!!!??????? When told after 9????!!!!!made out to be our issue !!!!! No respect some people are trying to sleep.Just received another call 6.24am! Shocking service from warehouse has made a pleasant purchase very distressing !!!!!!!!!!!!!!!!!

I used both online and went to store to confirm prior to purchase
Staff polite, helpful and professional. Very happy with all products purchased including couch and coffe tables

I had a big order so much cardboard, foam and plastic left behind my living and dining area looked like a construction site.

The product was exactly the same as what was in the brochure. Service on pick up was amazing (sale not so good).
Assembled in 15 minutes and looks amazing.

Average quality of the lounge that we bought. Let’s see how long it will lasts. I had to assemble the legs of the lounge which was easy.

All good great service, very positive atmosphere and excellent experience. Your staff member was good and very helpful.
Thanks guys!

Very pleased with the quality and price of the sofa I purchased. A little hiccup with delivery, but that was rectified asap. The customer service was great.

Customer service was amazing, delivery guys were also fantastic.. The management team no so good. You get charged all these extra fees.. They need to be more transparent. When you spend some good coin it would be nice for them to be upfront about the total costs. Or even better don't charge for the silly fees as they are a money making scheme.

Everything was easy to deal with and to setup as delivery was quick and simple.

Range of furniture was great and the products we bought have been great.

The staff were lovely. I found the online warranty to be confusing so I chose to post my warranty pack. I’m not sure if it’s been received and processed because I haven’t heard back.

Knew what I wanted, just needed help and advice on getting this product home. Melb at Preston store was so helpful.

Delivery drivers assembled the feet on the sofa and placed it in the spot we needed it to be. The only negative thing was they left my house with a strong smell of cigerette smoke .

Very helpful staff, great range of products in store, prices are reasonable,, delivery staff were great on the day of my delivery, I love my new furniture,

Bed quality is lovely and easy to assemble very happy with the product. Would recommend and will use again. Thanks again