On the 20th of May We purchased a 2 and 3 seater couch set from the Hoppers Crossing store for our new rental apartment. Before agreeing to any purchase I wanted to ensure the couches were available for when we moved in the following Saturday. We were told the 2 seater was possible but the 3 seater had a delay of 3 weeks which we understood. Upon organising removalists I wanted to confirm with Focus on Furniture that the 2 seater would be delivered to my parents house on the Friday as discussed to which the employee told me that it now was not possible due to one truck delivering all the furniture for the store was full and we would have to wait another week. To my complete dismay we were told that it was out of their control however an email to the manager of the store soon changed their minds and the couch was to be delivered as promised. On Tuesday 22nd of May we were told now the three seater would also be delivered on the Friday 25th of May to which I instructed the removalists accordingly. Fast forward to Thursday to receive another call that the 3 seater was now not available and we would have to wait. I was told by the manager of the store of the confusion and I would receive a call by close of business Thursday night to fix the issue and I was never contacted. I waited Friday without knowing whether I was receiving both couches or just one or any at all! The 2 seater arrived and a week went by where I was not contacted by the store to inform me of the situation. I paid $300 in removalists fees by this stage. I received a call from the manager of the store on the 10th of May to let me know the couch was ready to be delivered with an added delivery cost of $105. I vented my extreme frustration at having to pay an additional $105 on top of the $85 for the 2 seater to which the manager immediately began to argue with me and stipulated I knew the situation and the delivery fee was non negotiable. We received the 3 seater couch today. After this ordeal I can say I will NEVER be purchasing anything from the Hoppers Crossing store again due to their lack of communication and rudeness towards customers. My partner and I have purchased our own house due to be built next year and for a house that will need complete furnisishing I will not be using Focus on Furniture again! Disgraceful customer service.

Purchasing our couch set was easy enough with the expected delivery being delayed due to 2020. No complaints on that. Its the after service I found to be completely misleading and downright offensive. At no point during transaction were we advise of any weight requirements for these couches despite purchasing these in store. Now after 8 months the couches had to be repaired as 4 of the seats completely lost structure and the single seater completely collapsed. At first we were advise that no repair would be made due to our weight. Then after I explained that we had never been advised about weight requirements I was simply told to go read the policy that was provided to us via email after the purchase was made. After some pushback they finally agreed to do one repair but that it would void all future warranties on the couches and no future repairs will be made regardless of issue. 2 months later and we get the couches back. All was good apart from the unrepaired stitching still visible right in the middle of the couch. Decided not to take it any further after reading the comments on the invoice provided by the delivery agent. "Couches was observed to have food stains and dirt all over, no pickup will be made unless the client steam cleans the couches before." "Advised client that only this one repair will be done and no further repairs will be possible" I know that a general clean on the couches before a pickup is needed but to insinuate that the couches are covered in food stains and dirty all over is plain insulting. Also if your quality of couches is that low that you need to void warranty due to a few kg's over in 8 months you should at least advise your now former clients about it. Our previous couch lasted well over 10 years with no issue or complaints.

Extremely disappointed with the level of customer service provided from both Kathy and Amy at the Hoppers Crossing store. Originally ordered our Cleveland couch in September which was advised it would be ready for delivery in November, this was incorrect information provided as they did not have stock available to be delivered within the advised timeframe. If this was correctly communicated upon the initial purchase I would not have gone through the process to purchase through focus on furniture. No correspondence (emails or call) was provided to advise on the delay, hence we had to call the customer service team constantly to follow up. Each call that was taken by Kathy and Amy was inconsistent with the information provided to us and each time we called back they were both rude and would not allow us to explain instead they cut us off each time to obviously get us off the phone faster. When our couch was finally delivered it was missing the feet for our couch. Once again we had to call the store everyday. This time we were advised we had to wait another month for the legs to be delivered and assembled. We finally received the legs which the delivery was not confirmed with us instead was organised by someone else to deliver the legs. As this was not a confirmed date for the delivery no one was home to allow the delivery guy to come in and assemble the remaining couch, we had to assemble the couch ourselves. Overall the process myself and my partner had to go through was extremely frustrating coming from a customers view there was no communication or correspondence regarding our couch which is unacceptable. I do not recommend purchasing as the customer service team is a nightmare to work with.

I bought lottie sofa and two months later we observed the colour fade in the product (turned white from grey) and fabric has started to peel from the sofas. We immediately told Focus on Furniture team and no follow up was done in a month. After a third follow up, I was then told a technician will visit and his visit was another embarrassment to the company values. He did not admit the quality has degraded within several months and he did nothing further. I then contact the customer service team a million times but no update was provided by them. Finally, lockdown allowed us to visit the store but it was nothing more than disappointment that the promises and guarantee which came with expensive couch were fake. Manager at Hoppers Crossing store told us that I cannot do anything. I would urge you all that whatever product you try to buy from them, please give it another thought and accept the fact that their guarantee or promises with the product mean nothing.

Plz do not waste your time going to them they have worst customer service and not only that their products are not even worth your money. we bought a gabbles coffee table and T. V unit from Hoppers crossing store in June 2020 and after 3 months wait when we received the delivery , we found coffee table was broken and we called to the store to report it .we were told to report online on their website and they said after your report we will get back to you. Surprisingly no one called.after 2 months wait and numerous phone calls we went to the store before Christmas and they said it will take more time and probably coming early Christmas .we called them again and they said now it will be coming in January .6-7 months wait just for coffee table that’s ridiculous worst store and worst customer services . “Don’t waste your time and money . “

Very disappointed to find out today, despite paying a premium for 'inclusive-delivery' which included assembly of the furniture pieces; all the knobs in the Bedroom Suite I ordered were screwed inside-out and the delivery team refused to help, stating that this was not a part of the 'inclusive-delivery'. I was not disclosed about the knobs being inside out and that manual labour was required to unscrew the knobs and then reinstall in the right side to have functional furniture. This is 19 screws needing to be fixed and a lot of time wasted. Scott of the Werribee branch, while slightly apologetic, was not willing to further assist me in this issue. Everything was fine up until this issue and it saddens me that I feel inclined not to recommend FocusOn Furniture or purchasing the 'inclusive' delivery.

Please don't buy from here. Their return policy is rediculous. You have not received the items at all but you have to pay 20% fee of total amount for the cancellation. I ordered a dining table set to deliver to my house, it was in stock, then few days later, I was told it would not be delivered to my house until next year? Because all the deliver service stops from the 22nd Dec (I order it at least 10 days in advance). And then they said they will squeeze my table in the last delivery, and it ended up deliver to the store, not my house!!!!!!!!! My husband traveled 4 trips to get table and chairs home. Such a bad bad bad experience purchasing stuffs here. One of the staff was very rude to talk to too. Definitely never come back here to purchase anything.

We visited a number of stores today looking to purchase some furniture. We got to "Focus On Furniture" in Hoppers & were greeted by Kathy who was terrific. Kathy was able to give us incredibly knowledgeable & helpful information about all the items we were looking at. She provided us with patience, politeness & an extremely positive attitude that made the entire process a happy & pleasurable experience. I cannot praise her any higher for her outstanding customer service skills. A true professional. Thank you so much! The items we purchased were all comfortable, great looking, well-made & well priced. I highly recommend the store to anyone searching for furniture. A fantastic store with a large variety of everything!

Cannot fault these guys! Friendly service instore by Cathy. We came in with our active 3 year old and baby 30mins before closing. She went through our options, gave us printouts and said we could call the next day to order, rather than bringing in the kids. Hubby went back anyway just to double check we were happy with our decision. Ordered and arrived 9 days later! So fast for furniture! Delivered, unboxed and put together. Updates on delivery were great. So incredibly happy! If we could have paid the delivery people to take the packaging it would have been amazing! (We were told from the beginning so we were in no way upset by it) Love these guys, service, pricing, product, communication and delivery were spot on

I tried calling for 20 mins today to be told we are too busy... great customer service. Anyways trying to chase up my tallboy which i have been waiting for the last 3 months. Maybe they will notice me on here hence i cant speak to them on the phone. Its the store in Hoppers Crossing by the way. Seems to me all they care about is profit and people walking off the street then to answer there phones. I will never buy through this company again. Absolutely rubbish customer service. They are obviously selling goods which they dont have. No correspondence whatsoever regarding delays or anything. I now have to go beyond means to get my furniture which no-one should have to do. Totally Unacceptable.

Came in a few times to look at furniture for my new house. Each time I was warmly greeted and had helpful assistance given when needed. When ordering some furniture that wasn’t in stock I was politely informed if the wait times and a potential second delivery but the sakes person would keep me updated on whether or not he could get one off from the next delivery. He informed me two days prior that all parts of the furniture would be coming in the same delivery. I would recommend Scott, the sakes person, for an easy and smooth transaction, however he is a little chatty and is easily carried away.

Today we were blown away by the amazing service of the store manager Amie and area manager Marie! We’ve found ourselves in a situation where we’re desperate for furniture. We’re need to furnish and replace the entire contents of our home. Focus on Furniture in Hoppers Crossing went above and beyond any customer service I’ve ever experienced. They found us a lounge that we were previously told was out of stock and would have to wait. If it wasn’t for Amie and Marie we’d be sitting on the floor for two weeks. Thanks for making our lives a little more bearable. We appreciate it beyond words.

Bought leather couches from this store and am pleased with the price and quality of them. Before purchasing, I specifically asked whether it was real leather and not the cheap or fake leather - the Hoppers Crossing store were very happy to confirm it was proper leather over email. The couch did arrive a month later than estimated however, this store very quickly responded to each of my follow-up emails asking for an updated delivery estimate. Therefore, am proceeding with a 5 star review despite the delayed delivery for the customer service.

Kathy was incredibly hard to deal with. She called me and stated the warehouse was closed, and I couldn’t reschedule my delivery. I then called back, and she said firmly it would have to be delivered as they couldn’t delay it. When accepting her response and making arrangements for it to stay at the original delivery day. (Next day on a Saturday) She has called me back and cancelled after I said leave it as is. Her incompetence has resulted in a massive inconvenience. Will not be going there or recommending it to friends Poor service

Bad service and unhelpful. Was just in there to purchase 2 x products to which they were happy to charge double the delivery price because of 1/2 items they didn’t have in stock had to be delivered separately. Spoke over us when we enquired. Would never buy from this place. Sale lost! I ended up going next door to OZDESIGN and spent double the price for one delivery price for all the items they do not have in stock and we’re so helpful and friendly. Glad I didn’t purchase here. Pretty sure her name was Kathy

I ordered my chaise lounge swivel chair and entertainment unit through the Hoppers Crossing store and Kathy was amazing. So thank you for your help. I received my goods today and its exactly as I remembered. Absolutely love my purchase. Also I want to say a big THANK YOU to Waleed and his team for communicating with me before delivery and putting everything nicely in my home. Very professional and helpful all around. Thank you Focus on Furniture for having the amazing sales team to the delivery guy.

Worst Customer service I’ve ever had. Their refund policy is non existent and repair action is yet to be sorted. Bought a $2000 L shaped grey sofa, the middle console is broken and the electrical sockets don’t work. Have constantly emailed and called. Have had two responses saying they will send out a Technician yet it’s been 4 months now. Went in store and they said there’s a backlog of bookings so does that mean their products break down all the time? Don’t waste your time buying from these guys.

We visited 12 Furniture stores and we bought our bed from here not only because of the quality it was also affordable and to top it off John was amazing. Out of all the Stores he's not a pushy ignorant sales person who wants to sell to get commision. He is very professional and knowledgable so as all the staff here. It was easy and seamless experience , you can buy a similar bed elsewhere with double the price. I am happy with the product and will definitely go back to this place.

Fantastic experience with the crew at Hoppers Crossing. The store is very tidy and certainly one of the bigger Focus' in the west. Call out to Dimi! Thank you so much for your assistance going through all the furniture types. One of the items ordered wasn't available until a months time and Dimi went above and beyond to locate the chair throughout the Victorian outlets, transferring it to hoppers crossing, to enable same time delivery with the rest of my furniture. Thanks so much!

I recently purchased of a Monarch bed and a Medicoil Ultimate Contour Queen Mattress! Both were a great price and good quality. The in store staff were very knowledgeable and helpful, even when I had to change my delivery date. The guys (Oz and his partner, sorry I forgot his name) who delivered and assembled the bed this morning, were professional and so efficient. They had the bed in and assembled within 20 minutes. Thanks very much.

I went to the store just two weeks ago and had a chat with a guy named JAY and he quote me a sofa 3999 with free delivery and rubbish removal but when I decided to order he refused me to do free delivery even I have shown him his hand writing on the shop business card. He just say sorry I cannot. Really disappoint me. When you are commit and given a writing how can you refuse it. They need better communication between teams .

I've been shopping for furniture online for the past two weeks and found that Focus on Furniture has really good prices for their Australian Messmate timber furniture. I decided to go into the store to have a look and their quality did not disappoint! Dimi helped me with my purchase. She was very lovely and knowledgeable and was able to get what I wanted on the day I want it :) thank you so much for all of your help!

I called today worried about the effects covid would have on my delivery eta on furniture as I am currently without and she was able to source and organise delivery for in a week's time. Kathy showed she went above and beyond and helped me. I have a 2 year little boy so a dining table makes a world of change at dinner times, arts and craft, ect. Thank you Kathy. I will be sure to shop at this store again!

I will not recommend these guys. Go to next door. Some staff members are great, but the whole thing is very transactional. Their delivery contractors are absolutely rubbish and rude. I had the worst experience and had to ask them to leave my property. Called the store and they cannot trace who the delivery people are. I don't know if they have a complaint process. I regret ever walking in there.

Just wanted to drop you guys a quick note to say how happy I am with the service I have had. Especially the two guys who delivered/carried into an awkward space/built/then assembled the furniture so quickly and cleanly. Thank you again for your service. Plus the sofa looks amazing. I will be using you guys more in the future and will highly recommend you to anyone who will listen. - Manoj

I had to purchase several major items for my house and was lucky enough to have Dimi look after me. She was friendly, helpful and provided great personal service. She is an asset to this company. I connected with her straight away and I highly recommend her. There will be more items I need and Dimi will be the person I will ask for to continue to look after me. Thank you Dimi.

Very rude customer service. Please don’t hang the phone when your customer on the other line is still speaking. We understand that sometimes we don’t have good reception but please make a 2 sec effort to just say “Sorry The line is breaking, I will ring you again”. Don’t just hang the phone. This is what customer service is for. Never going back to this store ever again.

Bought our arm chairs from here during the EOFY 2022 sale. We really like the product and I was able to collect it as per their delivery promise. The lady at the counter was really helpful during the click and collect time. The chair was not fitting in my car and she helped me patiently to find a solution. Thanks a lot, this saved me an additional trip to the store.

Scott, came in today just to look for a table and walked out with my dream couch and table. Scott understood what I was looking for and understood the urgency of what I wanted for my apartment. Scott deserves a pay rise as he is extremely attentive and paid attention. Thank you Scott for your help and I appreciated you customer service.

Good selection, prices and service. Was able to pay only a deposit with the balance due on delivery. Would love to give them 5 stars BUT that falls apart a bit on the delivery. Delivery is on your nominated day but unable to provide more than 1 hour notice on said day. Enquiries to the store regarding delivery are treated very rudely.

Placed an order for a 7 pce dining set, due to lockdown I cannot go in and view. Had different images sent to me of various stock to how they would look side by side. One of the best customer service experiences I have ever had. Shoutout to employee Amy - You were incredible. Will be a returning customer

I leave it with 4 stars, as west side of the city, you do not have much choices. Their collections are good. And customer service good too. But if your in rush hours, then think about it. Have perchased few items, so far they good. And remind you, make a deal, hopefully they match tosuit best posible :-)

Great modern furniture. Great customer service. Ordered my dining suite on a Monday afternoon and it was delivered and assembled on Thursday morning. They have a lot of items in stock meaning no long waits on delivery. Prices are excellent compared to other stores. Excellent service. Highly recommend.

Amazing furniture store with high quality product and situated at a great location. Modern bedroom furniture, lounge, dining table, coffee tables and any sort of furniture you need at home. Price of items varies depending on the quality. But always good to invest in furniture which is on special.

We ordered a couch recently with expected delivery to be around 4 weeks. I have just received an email stating that it’s going to take two months. Why not disclose this information prior to buying. If you need furniture to be delivered within a respectable timeframe, I’d shop elsewhere.

I bought the Raven King bed suite through this store with the friendly help of Rick. His personal touch to the shopping experience was enough for me to come back and make another purchase with the confidence in the products. I will be purchasing all furniture though them from now on.

Everyone at Focus on Furniture were very considerate and empathetic with me and my partners order, We had furniture ordered in March and they were able to keep it on hold for 7 months due to the agency changing settlement dates constantly. Very very happy with the customer service.

Great experience. Knew exactly what we want and Jason was able to make the process nice and simple and quick. He also made sure we understood everything clearly.. including confirming a few times what side we wanted the chaise on. Thanks and look forward to getting our couch …

We picked up our Kyoto Coffee Table a few days before Christmas and we could not be happier. It fits perfectly in our living room and our doggies are loving the little area to chill out underneath on hot days. Amazing Product would absolutely buy again from Focus On Furniture !!!

loving my new bliss couch, had it delivered an assembled, but unfortunately the guys who delivered it dumped the heaping amount of rubbish on my front lawn instead of taking it to their industrial bins. not very happy as we do not have the space to throw all of this out.

Focus on furniture is really good. They have good collection of dinning lounges. Staff is really helpful and genuine. They provide with right advise that helps you to choose right furniture. Cathy in particular was great help to choose my dinning lounge. Plan a visit.

I recently purchased a king-size bedframe from their online store and was impressed with the ease of the ordering process and the quick delivery. The furniture is even more beautiful in person than I expected and the quality is excellent. I

Focus on furniture Hoppers Crossing is our go to store for all of our furniture needs. The staff are always so friendly and helpful. If your looking for quality furniture at at the best prices this store is definitely worth going to . …

Great staff. Not pushy at all. I had a difficult situation and they helped me through it with no dramas. Arranged everything I needed. All stores should this. And their products are modern spins on classics. Not outrageously priced.

Not a happy customer. It is very annoying that they do not do refunds on items purchased with a 'card'. They should really make that clear with their customers with every purchase. I won't be getting anything from here anymore.

I loved this shop, went initially to have a look but the lovely Dimi was a treasure! What an asset to this company she is, she took the time to explain and help, I ended up buying a sofa and a dining suite! Exceptional service

Bought a t able from these guys, had it assembled by them, and upon inspection, I have found ALL bolts loose, and some are missing! If this table had fallen on my child there would want more than money. Talk to your people.

Dinni was very helpful and easy to understand She was understanding of my needs and genuinely interested in what I was looking for I have chosen a couch and I hoping it’s as good as the service I received .. Thank you

Ordered 2 of the exact same tall boys only 2 years apart. Bring it home and realise it's a complete different colour. Focus refuse to refund. BUYER BEWARE!!! Picture attached of the clear colour difference.

Great choice of bedroom furniture and mattresses and Jay was incredibly helpful in advice, spent alot of time with us and he took care of us with the price too, thank you for your fantastic customer service

Amazing custom tailored couch from Focus! The team were so helpful and efficient along the entire process, which made it so seamless for us as buyers- which is why we continue to come back! Thanks team :)

One of the best furniture shops in Old Geelong road, Hoppers crossing to get great packages for cheaper prices. Check out the King bed packages and you will be amazed by the value for money it offers.

Recently purchased 2 recliners from this store &were very pleased with the experience. Staff were pleasant, helpful & knowledgable & the chairs were delivered promptly. Would buy from the store again

No nonsense service. Staff seemed to have excellent product knowledge, were friendly and helpful. I like the panflip they put your receipt into, a very nice touch. Awesome selection of stock.

Came for delivery and assembly outside of business hours, around 730am. Woke us all up, baby included. Such a bad taste in my mouth after this, dont even feel joy looking at my new table.

Pathetic customer service, ladies on front desk are rude and have no manners or customer service. The refund policy sucks, there is no refund for cancellations. Terrible experience.

I was served by Scott today. He was very friendly and knowledgeable about the products he was showing me. Would absolutely recommend comming to the store for your next purchase.

The delivery guys came in with their muddy shoes and ruined the brand new carpet. When I called the company the reception was super rude and said that it is not their fault.

Rick was awesome with assisting us today after a mix up with our couch/chaise. Was so friendly and helpful on the phone and saved us a massive headache. Thanks Rick :)

Salesman was extremely helpful and friendly. Didn't get hunted on the showroom floor, unlike other furniture places. Great price for a couch that is super comfy.

Good to be able to see and touch the furniture as opposed to online. Service was great, offered assistance but not pushy and gave us space to make our decision.

I've been updating a few things lately and always find the ladies to be very helpful with suggestions as I don't have a clue when it comes to interior design.

Great store! Friendly and helpful customer service- what I wanted was in stock, delivery in 2 days. Perfect. Shout out to Scott for making it so easy.

Customer service was great and although closing I did not feel rushed or pressured. The furniture looks solid was in stock, a little expensive though.

Bought a double bed for my kiddo and he absolutely loves it. Was super easy to assemble and seems to be sturdy. Staff in store were very helpful too.

Furniture selection is great Staff are friendly and helpful They offer delivery and also the choice of the staff putting together the pieces for you.

Friendly staff and good quality furniture. Have 2 couches which are really comfortable with an occasional chair. No issues at all …

One of my favorite shops for interior decor & the best place to shop sofas as they have lot of different styles in their collection.

Had to ask someone questions. They didn't acknowledge I and my husband presences. We were actually buying to furnish our new home..

Quick to take your money, but with a 9 am - 7 pm delivery schedule... Not good enough. A 2hr window would be more appropriate.

Went here for sales, for my older sister to buy a leather recliner, Kathy sales was very helpful & knowledgeable.

Got a bargain on their renovation sale... Lots of items for a bargain. Staff were very helpful …

Very pleased with my dining set, delivered and assembled in a timely manner. Satisfied customer.

Rubbish place to shop. Lady with blue hair looks like parrot. Is rubbing customers service

Great staff, wide selection of furniture at reasonable prices. Highly recommend a visit.

Better furniture’s But I bought from AMART as I could find more options that I did like

The displays are beautiful and they friendly team members who is there to assist you.

Great staff and store, have bought many items at awesome prices, highly recommend

Had a great experience at this store. The staffs were amazing from start to end.

Staff were most helpful and could not do enough for me l will shop again shortly

Lovely staff and really spent time helping us and was able to grab some deal...

Fantastic team. Furniture is great quality and the customer service was amazing

Good furniture and reasonable price. But probably need new and modern designs.

Nice furniture. OK price. Would be nice if they had free samplers like Costco

Amazing service from Jude, couldn't thank her enough.Love our new furniture.

Wasn't interested she had a long day and no lunch a big sale day apparently.

Excellent service from Dimi, great deal on furniture. Highly recommended.

A typical furniture shop, ok service, furniture seems of good quality.

Friendly service and great sale prices on a wide range of products

Good customer service, friendly team sofa set delivered on time.

Furniture is furniture, service makes the difference. Very good.

Excellent range of furniture and bedding , competitive prices

Great collection for the price range, wonderful staff.

Good location friendly and helpful staff, easy parking

Service nothing short of amazing. Thanks Jesse!

Heaps of car parking and sale on at the moment

Good price, great products and helpful staff.

Good furniture with quality built and price

I found just what I wanted , great store.

AAA+ Lovely staff and so helpful, thanks.