14,072 reviews
AI reviews summary
Pros
Cons
Verdict
Overall sentiment leans strongly positive, driven by widespread praise for attentive in-store consultations, seamless home delivery, and the overall quality of the furniture. While the vast majority of customers report smooth transactions and professional service from delivery personnel, a small number of reviews highlight occasional friction with delivery logistics, product damage, or post-purchase support.
Capalaba is our go to Freedom Store. They have always been super friendly, helpful and insightful in presenting the best furnishings for our needs. Today Daniela showed us an amazing bedding range and talked us through the benefits of each piece. We were so grateful for her input and super happy with our purchase and support. Thank you so much Show details
Absolutely amazing & helpful. Simon & Machalea were & are amazing also . We will be back for a lounge soon & will deal with either Simon or Michalea. Thank for your service guys.
- +2
Sofa delivered 4 weeks ago. Numerous problems with the quality and immediately notified. Severely crushed and faulty leather, creaking support/springs, fill fibres visibly really lumpy. Pointy particles under leather and scarring on the leather that resembles an 11cm scratch. Fibre/fill sags completely after 3 days of use and won’t rebound (after… Read more
3 weeks of it sitting around Freedom told us to use the sofa while we try to resolve, glad we did and also saw the sagging and heard the creaking). Have now requested a full refund as the volume of issues amount to major failure. Overall extremely poor quality for a premium product.
Freedom claim this is all just minor and refused a return and refund for the full amount. They did offer for store credit but for a lesser amount than our purchase which also included extra protection warranty, or offered a replacement. We can’t be confident that a replacement will be of better quality due to the volume of issues and premature sagging identified, nor should we have to accept one at this point. Will be taking it further through Office of Fair Trading and ACCC.
Also note - that if you’re considering purchasing this sofa, Freedom website says you should avoid getting body oil on it or it can oxidise and change colour. We would not have bought it had we of known this before purchasing either. Hardly avoidable unless you cover the sofa or your body - live in Qld so being able to sit on a sofa with shorts is a must. Disclosure of this prior to purchasing should be mandatory.
Reviews with attachments
I’m very happy with my new sofa bed from Freedom! It looks beautiful and fits perfectly in my living room. A special thank you to the delivery team for their excellent service. They were friendly, professional, careful and efficient throughout the delivery process. Everything went smoothly and I really appreciate their help. Great experience overall. Highly recommend! Show reply
Sort out Salesman Orlando for his fantastic service based on previous purchase and again received outstanding service including prompt delivery Show reply
JASPREET and ANMOL delivered my new couch and assembled my couch and take rubish Show reply
JASPREET and ANMOL delivered my sofa bed it’s very nice and they take rubbish and assemble my new furniture Show reply
The 2 new swivel rocking chairs are awesome Delivery was quick & efficient & the guys were friendly & polite Altogether a very good experience Show reply
Wonderful service,i love our new sofa's and the colour is beautiful. The boys that delivered were so nice at unpacking and setting up for me. Show details · 1
JASPREET and ANMOL - great service, efficient and punctual, thank you! Show reply
Jaspreet ans Anmol did a very good job. They delivered my sofa unpacked snd took the rubbish away. Awesome!! Show reply
Shane & Dave were highly professional, friendly, and efficient. Communication before arrival was timely and clear. They installed our furniture as directed and removed all packaging etc. Very happy with Freedom delivery service. Show details · 1
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These two gentlemen were brilliant from start to finish. Went out of their way to ensure a smooth delivery for myself and my family. Prompt, professional and friendly. An asset to the freedom team! Show details · 1
Jaspreet and Anmol delivered my new recliner couch it's very nice delivery guys take all the rubbish and assemble my new couch its very nice service thank you Show reply
Great comfy new couch. Delivery and setup guys were lovely and so quick! Show details · 1
Frank and Eddie were fantastic! The delivery was right on time, they were friendly and professional, and they took all the packaging and mess with them, which was a huge help. Really happy with the service and would definitely recommend them. Show details · 1
Jaspreet and Moal delivered chairs and lounge. Very happy with guys. Show reply
Jaspreet and Anmol delivered our furniture and they were great Show reply
Latest follow-ups
- +2
I bought several bath mats from Freedom Store, and it's falling apart on first use. It's extremely disappointing, especially when I paid $44.00 per mat. Unfortunately, I didn't keep the receipt, as I didn't expect Freedom to sell such low quality products. Show details
Follow-up · I have not bought anything from Freedom, since then.
It’s not the first time Michael has assisted uspuchasing from Freedom and we have found him to always be honest and helpful in selecting the right pieces of furniture. I highly recommend seeing Michael on your visit, however I think all of the staff are actually great and another staff member I could highlight would be Laura Show details · 1
Follow-up · The quality of the furniture has proved to be of a lower standard than expected from freedom. The wood in our coffee table has developed fine cracks that can be felt when you run your finger over them
No courtesy text or call was received until they rang to say he was outside my door! No hello when I greeted them. They're wording was “ where do you want it” ?? They hit my large piece of wall art as they proceeded to lift the matress up the… Read more
stairs. I immediately told them to stop while I raced to the artwork to stop I it from falling . No apology from either of them. He went to take a photo of the artwork. An unprofessional delivery that I’ve never experienced before and I’m requesting my next freedom order due soon is not delivered by the same deliverey drivers.
Follow-up · Considering this review was sent over a month ago and I received no follow up I’m reluctant to want to shop with Freedom again & the amount of Money spent I’d be highly unlikely to recommended freedom. My expensive artwork hangs on a very large wall in the stair case. The mattress was delivered to my home required to be taken upstairs to a main… Read more
Hi Wendy, We’re very sorry to hear about your… Read more
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Positive reviews
Excellent customer service! Roxanne was friendly, professional, and went above and beyond to ensure a positive experience. She responded quickly to all our questions, was very knowledgeable, and made us feel valued as customers. It's refreshing to receive such attentive and genuine service. Highly recommend Roxanne ! ⭐⭐⭐⭐⭐ Show details · 1
Felicia was so lovely to have her in our home and go through ideas and guide us thru the process of making our rooms look amazing. Very attentive and meeting us at the store spending hours with us . Will Highly recomend felicia Show reply
Very pleased with our purchase at Auburn store. Lorraine and store manager helped us patiently with making decisions on the size, fabric and color. The delivery guy, Junior, was unbelievably helpful and happy and polite and unpacked the product and installed it professionally. Show details · 1
Negative reviews
I bought a tv unit online. It arrived damaged and was very poor quality. It was EXTREMELY difficult to contact someone to speak to about this. When I did get someone they told me online orders do not have a phone number and she would email them! Long story short, Freedom have outsourced their customer service clearly to another country, weeks… Read more
between emails. I received a spare part to replace the broken piece which had stains on it! Further correspondence and two visits from couriers who had been sent to pick up the item for a return BUT wouldn't take it as the online staff had not issued me a returns label!!! Such a dysfunctional company. Finally after me sending constant emails, and stating I would be contacting consumer affairs, they decided to give me a refund, and I can keep the item! So now I need to dispose of this! Freedom stores should not have furniture for purchase as online only if they are outsourcing, I will NEVER buy from this company again.
Hi Deb, We’re very sorry to hear about your experience… Read more
Purchased an item which was delivered faulty and no replacement after a month. Customer service disinterested and rude. Asked for the matter to be escalated but this was turned down and not followed up. Customer service for returns is clearly outsourced to another company where language barriers exist and staff have no incentive to stand behind a… Read more
product that is not theirs. Will never buy from the company again and will likely just get a full refund as a replacement item is non-existent at this point. I know times are tough but if every large company’s plan is to outsource all their customer service and treat their customers like mugs, I’ll happily pay a premium to deal with a local company that stands behind their products.
Hi Ben, We’re sorry to hear about your experience and… Read more (+1 reply)
Do not buy from Freedom online. My experience was terrible. Items were cancelled, deliveries were delayed, and I had to email several times just to get updates. Instead of taking responsibility, they kept hiding behind their “change of mind” policy, even though the issue was caused by their own delays. Very poor customer service and no real effort to resolve the problem.
Hi Nina, We’re sorry to hear about your experience and… Read more
Recent reviews
While my order took almost 4 months to arrive (it was being shipped from China) I do love Freedom furniture. I purchased a lounge earlier in the year and now the Freddie armchair. Both are really comfortable. The guys who delivered it, Ray and Shayne, were polite and completed the set up quickly and efficiently. Aside from the delay, I'm happy with my purchases. Show reply
Coffee table is amazing. Cheyden and Patrick did a great job for delivery making sure I was called prior and taking it up the stairs as I was by myself. 5 stars for product and delivery. Show reply
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Good Morning Marlar D, Thank you for your honest feedback… Read more