I purchased 2 stools and after a few months the upholstery started lifting from the seat pads.
Warranty and after sales support manager refused the claim stating it was due to incorrect use. What garbage. Stools and chairs don’t come with sitting instructions.
I tried explaining a number of times that we did not use them incorrectly and that we used them the same as anyone else would.
But they would not listen. It was like talking to a brick wall.
Buy at your own peril and hope nothing goes wrong.
Because you will not get any help after you buy.

Bought a dresser and bed side table. I had a diffuser on top on some books on bedside table. The diffuser spilt and I tried to wipe it immediately with a clean cloth. As I wiped out the diffuser oil the paint came off as well.
I noticed it also left a mark on top of my dresser as there was still some residue left on the bottom of the bottle. I discussed the issue with a paint specialist and they suggested I contact the customer care as the quality of the paint was poor and the paint was not varnished properly. I contacted the customer service , they not only did not show any sympathy and understanding but were rude and unhelpful. I suggest you think twice next time you want to purchase a piece from Focus on. Their price is competitive however the quality is poor and you’ll loose money in the long run as you’ll need to replace the pieces sooner than you expected.

Approximate cost: $3000

Purchased Nico 3 Seater (with 2 seat & back cushions) sofa from their Fyshwick centre on August 2019. Within 1 year of their usage, all cushions have lost their firmness. Given that we are not heavy users and have paid $2000, i would have expected this sofa to last at least 5 years. Have reached out to customer service multiple times with No proper response. After follow-ups I was asked to contact agemfurniture directly as they are the suppliers for this sofa.

Since then I have sent multiple emails to both the customer service and have not even received any response. There has been complete silence.

Would highly recommend to stay away from cheap furniture stores specifically if you are spending such big money on furniture. Not worth it.

Approximate cost: $2000

We spent $2312 on a table and chairs and bed frame in store on the 5/11/20 and were told by the staff member David, that the stock would be delivered to us "mid December". I contacted Focus on Furniture Springvale around the 15/12/20 to ask for an update. I was informed they were expecting a delivery soon. I believe the stock was delivered to our house around the 20/12/20.

The bed frame we had ordered unfortunately was too big. We had recently purchased a new property and dimensions of stair cases was not something we thought to measure. We needed the bed frame in the master bedroom upstairs and there was no way it would fit. The delivery staff were very friendly but could not get the box upstairs no matter what. The bed frame was then reloaded onto the delivery truck and taken back to warehouse, in it's packaging and undamaged. This is where my experience with Focus on Furniture really took a turn.

I contacted the store that same day, and was advised by David "You need to come choose another bed frame in store. We don't usually do refunds for change of mind". I informed David it was not a "change of mind" as he had stated, it physically didn't fit and we had no other option then to not accept delivery. I was not too impressed with his response, but decided to attend the store anyway to see if any bed frames would be fit for purpose. We browsed the entire store looking for something that would physically fit up the stairs and would fit the theme of the room. Unfortunately there was nothing. I approached the front counter and asked to speak to David in person but was told he was busy. I asked if anyone else was around that could help when the "manager" who was sitting at a desk to the left then abruptly said, "look I am aware of what had happened. I'll need to speak to the regional manager. I can't do anything today". I was somewhat shocked as I was polite and did not realise a refund needed to go all the way to a regional manager. I was then informed someone would call me.

On or around the 23/12/20 I was contacted by David on the phone. He stated they could give me a refund, minus $100 for the "restocking fee". I said to David I didn't feel a restocking fee of $100 was fair as the product was still in the box and went back to the same warehouse on their delivery truck. I asked if I could speak to the person that had made that decision and he snapped back at me and said, "No you can't. The decision has been made. Either take that refund amount or you won't be getting anything until at least mid January". I was flabbergasted. I was not rude to him on the phone, yet the contempt he showed me I was not expecting. I provided my bank details to him on the phone and left the phone call feeling shocked that any business would treat customers this way.

Today, the 4/1/21, I again contacted Focus on Furniture Springvale to ask about the status of the refund. I was told by Cecilia, a staff member, that her manager had processed the refund on the 23/12/20 but as head office was closed, they had not processed the refund from their end. She said it wasn't her fault head office hadn't processed the refund and that it "should" be in our accounts at the end of the week. Again, another outstanding display of customer service.

It's now been three weeks since our original delivery and still no refund. We had planned to buy more pieces of furniture from Focus on Furniture but after this experience, we will NEVER step foot inside their stores again. The complete lack of customer service and attitude from every staff member I have dealt with at this store is unbelievable.

If you are planning on purchasing from Focus on Furniture I STRONGLY recommend you reconsider. They are more than happy to take your money, but will then treat you as an inconvenience and annoyance afterwards.

Approximate cost: $2312

It’s a shame that pretty good products aren’t backed up by service. Such a bad experience with after sales service and delivery that I don’t think aI would shop there again

Poor quality product with poor customer service.
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, I will never be returning to this store again.

I purchased some furniture from the store to the amount of $4300 approximately.
TV unit, coffee table,lamp table and dining table. I was unhappy with some markings on one of the doors on the TV unit and brought this to the attention of the store. They advised to send a picture which would then be sent to their customer service.
Response from customer service is that the wood does come with some natural imperfections even though it looks unsightly compared to the other door and apparently they have a sign in store stating wood comes with natural imperfections and the unit will not be replaced.
I requested that consideration be giving to replacing the door but no response and they have not even considered sending a rep to check my issue.
Their decision was made just viewing a email attached picture which is quite unprofessional.
I am totally dis-satisfied with their customer service response and propose that buyer be aware when purchasing from Focus furniture stores If you do have an issue with a product.
This is my experience.
Ray Pereira

I purchased an L-shaped couch, an 8-seater dining table with chairs, and a coffee table. Our first arranged delivery was on a Saturday - we were advised it would arrive between 9am and 5pm with a call an hour before. It never arrived - we waited all day for this delivery and had to be the ones to call the store in Springvale to follow it up. Apologies meant nothing because the sales person gave the excuse "I forgot to tell you". A second delivery was to be arranged, but there were no efforts to contact me in the process. On the Friday before I had to call the store yet again to find out the delivery date. Poor effort and no compensation offered. Now the stinger. A coffee table we ordered on March 30th was going to be available end of April via pick-up from their factory in Hallam which we were agreed to do. End of April came around and no call from Focus on Furniture. I called yet again to chase up the coffee table. We were told there was a "dodgy batch" of tables and they were all being delayed until MID-JULY. The compensation was it would be delivered - fine. Mid-July comes around and guess what? No call. I called yet again, and this time spoke to a different staff member who apologised and arranged delivery for the Saturday coming up - July 21st to be exact. She said we would be first on the list as to not interfere with our day. On the Friday before I called up to double check the estimated delivery time, and spoke the manager. She made it very clear that no promises can be made. She spoke in a frustrated tone, and spoke over me as I advised her of what had happened. Management would benefit from training in basic customer service and complaints - because I assume the store would get a lot of them. Due to being very busy on the weekends, I decided to leave it be and see what time the delivery would come since I was able to cancel when they called if I was busy. It arrived at 11.45am - there goes my morning. We waited 4 months for a coffee table instead of the advised 1 month. If I were to do it again, I would not step foot in that store. I was a fair and patient customer who purchased 2 big items as well as the coffee table and was not looked after. I would not recommend to anyone who enjoys the slightly bit of customer service. I would recommend if you like to chase up furniture you've paid for and speak to rude managers.because I assume the store would get a lot of them. Due to being very busy on the weekends, I decided to leave it be and see what time the delivery would come since I was able to cancel when they called if I was busy. It arrived at 11.45am - there goes my morning. We waited 4 months for a coffee table instead of the advised 1 month. If I were to do it again, I would not step foot in that store. I was a fair and patient customer who purchased 2 big items as well as the coffee table and was not looked after. I would not recommend to anyone who enjoys the slightly bit of customer service. I would recommend if you like to chase up furniture you've paid for and speak to rude managers.

i was moving to new place, so i needed new living and dinning room area furniture...searching for furniture shops i found and really liked focus on furniture in then newly opened springvale homemaker centre...the prices were really, really reasonable, because items were on sale...i put 2 leather sofas, coffee table , tv unit set and dinning table with 6 chairs on 3 mths laybay, as i still needed to discuss with my flatmate what we needed...my flatmate agreed to all of this and i was happily repaying laybay...then 2 mths later my flatmate decided not to get rid of other sofas that were in flat because they were fairly new...i had to cancel sofas from focus on furniture and was happy to pay 25% of value for sofas as it is penalty for cancellation on laybay...i repaid all of rest of items after 2 mths and appologised to shop assistants (explaining my situation)who were really understanding and polite...they talked to their manager and he approved of my cancellation...as i repaid all of items, he needed to send me cheque for sofas minus 25% of their value ($1999)...however i got cheque for full value of sofas with letter stating that i don't need to pay for early cancellation...i was really humbbled by this gesture...not only that their furniture is australian made from local products but they have amazing staff all over!!!!!

Approximate cost: $1600