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