Focusonfurniture Reviews 

We visited on the weekend and spent considerable time with a sales assistant discussing a bed we wanted to purchase for our daughter. At the time, we weren't quite ready to commit, but the sales assistant specifically told us that we could simply come back in a few days if we decided to go ahead.

When we returned just a few days later, ready to purchase the bed, the price had increased dramatically from $449 to $677. Unfortunately, the original sales assistant wasn't working that day, but we showed the sales staff and the store manager a photo we had taken of the bed a few days earlier displaying the $449 price.

Rather than trying to help, both the staff and manager were unfriendly and refused to honour the advertised price we had been shown only a few days earlier, despite us having relied on the advice that we could "come back in a few days."

We understand that retailers are generally free to change their prices. However, under the Australian Consumer Law (ACL), businesses must not engage in misleading or deceptive conduct or make representations that are likely to mislead consumers. While we are not suggesting the price increase itself was unlawful, it was extremely disappointing to be encouraged to return in a few days without any indication that a significant price increase was imminent. Had we been told the price was about to change, we would have made our decision then and there.

What disappointed us most wasn't just the price increase—it was the lack of customer service and unwillingness to acknowledge the circumstances, despite us having evidence of the advertised price and having relied on the advice given by their staff.

Unfortunately, this experience has left us with little confidence in shopping at Focus on Furniture and we recommend others also avoid this store.

Very Disappointing and Unacceptable Customer Service

We collected our order from the Focus on Furniture Cranbourne warehouse on **28/07**, during our scheduled pickup time between **10:45 am and 11:45 am**.

When we arrived, we waited in the pickup queue as instructed. We then moved our van forward by about two metres, not realising there was a sign telling customers to wait for directions. It was an honest mistake, as we genuinely did not see the sign.

Instead of politely asking us to reverse, the older forklift driver immediately approached us in an aggressive manner. He started yelling at us, blaming us, and speaking very disrespectfully. I explained that we hadn't seen the sign, but he continued to be rude and confrontational. There was absolutely no need for that behaviour.

I found his attitude completely unacceptable. Customers deserve to be treated with respect, especially when they have spent a significant amount of money with your business.

The forklift driver then called his supervisor, **Adam** (I don't remember the forklift driver's name), claiming that we had failed to follow safety procedures. I explained that as soon as we understood the situation, we immediately reversed the van and complied with every instruction. After listening to our side of the story, Adam acknowledged that we had not intentionally done anything wrong and said he would speak with the forklift driver about his behaviour.

I would like to thank **Jess** at the Frankston store, who provided excellent customer service throughout our purchase. Unfortunately, the experience at the Cranbourne warehouse completely overshadowed that positive experience.

The warehouse pickup staff, particularly the forklift driver, displayed shocking customer service, poor communication, and a complete lack of professionalism. There is a big difference between enforcing safety rules and abusing customers. Safety is important, but staff should still speak to people with courtesy and respect.

This experience has left a very negative impression, and I will seriously reconsider purchasing from Focus on Furniture again. I hope management takes this feedback seriously and provides better customer service training to the warehouse staff, because no customer should be treated the way we were.

Good product but poor customer experience! I never imagined there were so many dramas with deliveries - delivery guys are amazing by the way, all hard work and no complaints - we never get to be informed of what we've paid for the delivery cost. While most of the stores are offering delivery & installation-free options, Focus On Furniture still wants us to pay $200+ for delivery. After we paid in the store we realised there was another option of $145. Then after we changed to $145 option the store been calling us and saying with this option the won't go into the lifts and had to leave the furniture at the ground floor. There were even more dramas with the size of the truck. I'm sorry but it is 2026 now, Focus On Furniture not only doesn't offer delivery-free - which is fine - but they got us to pay for the highest delivery fees and never care to explain what it's for, then bombarding us with warnings and disclaimers of what happen if delivery failed. But guess what, on the day of delivery there was no drama at all, two delivery guys move my products upstairs with no complaints. They tried carpark and lift entry but no luck because the size of the entry door, so they lifted up stairs. Delivery guys are the only reason why I didn't give one star. Their staffs are definitely lacks training.

DO NOT BUY FROM HERE!
Unprofessional, untrustworthy and poor service.

Bought a couch from here and paid a deposit in November. We were told to measure lift to ensure sofa would fit before buying. We did the measurements and were assured by staff that sofa would fit. We put down a $500 deposit. A week later the delivery person got back to the company and said that sofa may not fit and need to take more measurements. We sent company measurements again and they got back to us saying the sofa would not fit and to look at other options within their store. We asked for a refund because the fault was theirs as they had assured us before the deposit the sofa would fit in the lift and they had the measurements before the deposit as well. The manager called us and would not give our money back and said it was our fault and they would give us store credit. We do not want to buy anything from their store as they are not trustworthy, they lied to us. The manager was quite rude and disrespectful over the phone. We still have not received our $500 deposit back. Manager said he would get the regional manager to contact us, a month later we are still waiting for contact from the regional manager. Really poor service, would not recommend buying from here and not trustworthy.

Location: Canberra

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 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, Svet, 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. Svet & 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.