13,604 reviews
AI reviews summary
Overall sentiment is overwhelmingly positive, primarily driven by a high-performing delivery network and attentive in-store staff. Customers frequently highlight the professionalism of delivery teams who provide end-to-end service, including assembly and rubbish removal. However, a small but significant segment of reviews reveals critical failures in the "Online Exclusive" marketplace, specifically regarding poor communication, difficult warranty claims, and significant delays.
Pros
- Exceptional Delivery Personnel: Delivery teams are consistently praised for being punctual, polite, and communicative, often providing 30-minute arrival notices and real-time tracking.
- Comprehensive Setup Service: Most deliveries include efficient assembly of furniture and the complete removal of all packaging and rubbish, which is highly valued by consumers.
- Knowledgeable In-Store Styling: Showroom staff are frequently commended for providing personalised design advice, material care information, and helping customers navigate spatial constraints like lift measurements.
- Careful Handling: Teams demonstrate high levels of care when navigating difficult spaces, such as narrow hallways or multiple flights of stairs, ensuring no damage to walls or flooring.
Cons
- Online Exclusive Failures: The online-only marketplace model is a recurring pain point, with reports of incorrect items being delivered, long shipping delays, and a lack of phone support for resolution.
- Warranty and After-Sales Friction: Several users reported "abysmal" experiences with the warranty department, citing denied claims for faulty items and a lack of accountability for products that arrived damaged.
- Extended Lead Times: While many deliveries are fast, a segment of customers experienced significant delays, in some cases waiting up to 17 weeks for their furniture to arrive.
- Quality Discrepancies: There are specific complaints regarding the durability of certain materials, such as pilling fabric and delaminating chairs, which were sometimes dismissed by the company as "normal wear."
Verdict
Freedom is an excellent choice for customers who prefer an in-store experience backed by a reliable, high-touch delivery and assembly service. However, consumers should exercise caution with "Online Exclusive" purchases and discontinued items, as these segments appear to have lower quality control and significantly more difficult customer service pathways if issues arise.
Do not ever bother with purchasing anything online from Freedom, ever. I purchased a dresser at the start of May 2026 which was delivered with significant damage (it also showed that my "solid oak" was actually a veneer with cheap wood behind it to give it an oak look) so I asked for a replacement one. That process took 6 weeks, and the second one… Read more
delivered was also damaged.
Their initial response when I raised the issue and requested a refund was to offer a partial refund because "it still worked". Now at the end of July, I'm still waiting for a refund which has apparently been approved, but 10 business days came and went last week with zero communication apart from me chasing them.
I've now raised a case with the Victorian ombudsman to try and get some help.
These guys are rubbish.
The delivery was on time and I was kept updated by Eddie and Frank. Frank explained the best way to unbox the item and ten they were on their way. Only improvement I can suggest is if the took the packaging with them that would be amazing. Show details · 1
I bought cabinet,coffee table and bar stools for your craigieburn shop,Nandika was so helpful and lovely,she is a real assit to uour shop....thankyou so much nandika for all your help..... Show details · 1
Reviews with attachments
JASPREET AND ANMOL - took packaging off and assembled couch according to instructions Show reply
JASPREET and ANMOL brought sofa upstairs and assembled as requested. Thanks very much. Show reply
JASPREET and ANMOL took our rubbish out and assembled our couch according to instructions. We are happy with their service. They also called to let me know time of delivery which was appreciated. Show reply
It has been great experience dealing with your experienced sellers in Frankston store. Emily has been our main source of contact. The delivery was sensational with Dom & Paul. My house is complete now. We’ll need soft decor now. Waiting for vouchers & well back to spend more. Thank you freedom for everything Show details · 1
The whole process was excellent- from assistance with design to match another sofa to wait time to delivery! Medad our delivery driver was very polite and put the sofa exactly where we wanted it. Show reply
The two delivery and installation personnel were extremely professional; the entire process, from arrival to installation, took less than 10 minutes – that's fantastic! Show details · 1
The delivery by Sam and Richard was quick, efficient and polite. A credit to the Freedom delivery service. Show details · 1
JASPREET ANMOL assembled by couch according to my requirement. Thank you so much Show reply
JASPREET AND AMOL. COUCH ASSEMBLED RUBBISH OUT ON TIME THANKS Show reply
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JASPREET and ANMOL Guys did a great job setting up the couch. Took all the packaging away as well. On time and very quick. Show reply
My delivery was on time, communication was very good and Shane and Dave were extremely friendly and polite. Very happy customer. Show details · 1
Jaspreet and Anmol arrived with in the stated time, were helpful, delivered the couch through 2 doors which was a bit difficult. Packaging removed and all looks great. Thank you Susan Show reply
I recently shopped at Freedom while looking for pieces to decorate my home, and I had a wonderful experience. Sarah S. was incredibly helpful, friendly, and kind throughout the process. She took the time to answer all of my questions and made shopping so much easier. Her excellent customer service is truly appreciated. Thank you, Sarah! Show reply
Jaspreet & Anmol - Awesome delivery & couch setup, took box away. Fabtastic job, thanks so much! Show reply
Lovely couch only issue we ordered the ottoman as well and it doesn’t fit the room and u cannot return and get refund for it otherwise beautiful couch Show details · 3
Latest follow-ups
JASPREET and ANMOL take the rubbish and assemble my chair take it upstairs Show reply
Follow-up · Packaging was taken away. Delivery was on time. No assembly required.
So nice that the delivery guys are ones we met before. Nothing to much trouble. Quick and clean. Thanks Moe (and Frank). Show reply
Follow-up · To answer some questions asked: Was old bedding removed? - We were not replacing old bedding, nothing to remove. How was assembly? - Easy, quick, efficient and professional. Was packaging taken away? - All packaging was removed.
Couldn’t ask for a better sales lady, thank you Eleni. Show details · 1
Follow-up · Love the Lounge, so comfy and the best one I’ve ever sat on. The delivery guys put it together. No issues with delivery.
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Positive reviews
Shane and Dave delivered my furniture twice and both times they delivered with care. They were on time, communicated well, and are professional. My furniture also came in perfect condition. Show reply
The boys were great. Their truck was too big for the loading dock but it wasn't an issue, they walked the lounges down on the trolley. I also wasn't there for delivery but they took instructions via text message and sent me a text message with a picture of the items delivered. Show details · 1
We had a delivery from Freedom after a 5 months wait. Not happy with the wait time. However, had a very positive experience with the delivery guys SHANE & DAVE. We were kept informed of delivery time and were friendly to deal with. Show reply
Negative reviews
Delivery was 2 hours late and notification given 5min before delivery instead of 30min. The call centre was closed because the delivery date was on a Saturday. The delivery itself when it happened was good though. Deliverers were friendly and professional.
Hi Gordon, Thank you for your feedback and for sharing… Read more
In short: not a bad store (Myaree, WA) but absolute cowboys doing the deliveries, or rather NOT delivering. WHERE IS MY MATTRESS??? My store experience was actually quite pleasant. [Name Removed] did a great job serving me, and the products and prices seemed reasonable (if a little devoid of colour. More grey in an already grey world....) So I… Read more
bought a mattress and a couch. While the couch takes a while to manufacture, fair enough, the mattress was available immediate.
The choose from three dates SMS is not bad; however the delivery windows being neither morning nor afternoon but smack in the middle are quite unworkable for an employed person. So I postponed the delivery once, and was given a new date. That did not stop someone from turning up on the initial date, when nobody was actually here, and I had alreay been given a new date.
The new date came (again with a weird window), but no half hour warning as promised (and as had happened the first time). The message that they were on their way only came when they were already here, so I had to drop everything and scramble to come home, which was made more difficult by me having to drive over my neighbour's verge to actually get home, the way they had parked the truck.
When I pointed out that they should have called in advance, and yes, accompanied by the words ffs, they were rattling off all kinds of garbage from "ah well, you get a 3 hour window", to "it's not our fault if your phone does not connect with mine". Seriously? There were even two of them, so two phones presumably. And neither one worked?
In any case. These crooks then proceeded to initially threaten to throw the mattress into the street, before deciding they were loading it back on. Their exact words: "That's what happens when you disrespect us". (I mean how dare I suggest they should have done their job and called ahead.) You might have seen the program on SBS called "Look what you made me do". If not, look it up and you understand what I am saying.
Right. I hope these small men feel better for their actions, putting an older woman in her place. Their ego must be quite fragile I assume.
What is infuriating though, that more than 4 days later, including more than 48 business hours, there has been ZERO attempt to reschedule this delivery. 5 phone calls to 6 people on Friday, and not one could turn that truck right back around there and then, got them to come back later, or at the very minimum give me a new date.
[Name Removed], a manager at Freedom has been relatively helpful, as in he, as the seventh person is actually talking to me and emailing me, but until now only with statements like he is "monitoring" the situation, and he can't promise anything. Monitoring does not do it. I WANT MY PROPERTY!!!
Whatever happened to customer service, integrity, and people doing their jobs properly? Who do these distributors think they are, that they collect money for not doing their jobs, effectively stealing good back from the customer that have already just been delivered, and then providing ZERO follow up service.
I will NEVER buy from these people again. If they were the last shop in town.
Hi Heike, Thank you for taking the time to share your… Read more
To start, the delivery experience was a nightmare. 2 failed deliveries because freedom and the delivery contractors weren’t communicating with eachother. It took the third company a bit of convincing but they eventually delivered it. Turns out it was the wrong colour and now have to wait another 16 weeks for the couch I ordered. Likely will encounter the same delivery troubles. Terrible experience, will never shop with freedom again. Show details
Hi Bill, We’re truly sorry to hear about the issues you… Read more
Recent reviews
Good purchase of console table and delivery was excellent, best delivery I have ever had, clear details, notice and Melad and Milan were respectful, careful and considerate with delivering the large item. Show reply
Very happy with the quality of the sofa, chair and ottoman, as well as the delivery service and installation. Delivery was on time, friendly and they did an amazing job putting everything together and taking away all the packaging too. Show details · 1
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Hi Kosta, Thank you for sharing your feedback. We’re… Read more (+1 reply)