Reviewer Photos & Videos
I would not recommend Freedom unless you’re looking for disappointment and or poor customer service!
We have had a terrible experience with Freedom. Ordered a mattress and base. Mattress delivered ok and no issue with the quality of the product. Original base ordered would not fit so had to reorder a split base. Was advised of delivery date and time- waited at home for 4 hours before I called to find out why it hadn’t been delivered- was told not in stock- WTH!! Arranged alternate delivery date. Promised items on stock. Told deliver between 9-12 but had to call at 12.30 to find out why it wasn’t delivered. Finally arrived at around 1.30 but only one side of the two items delivered- again WTH!!
No body answers the phone at the store! Still not resolved!
Zero out of 10 Freedom - it can’t be that hard surely???
Long delays and no communication
We placed a large order in August for sofa, bed and bedroom furniture. On our receipt it stated lead times of 1 week up to 6 weeks for the sofa. We are now 12 weeks after placing the order and I had heard nothing from Freedom. I called them today to enquire on our long overdue order to be told to expect delivery late January, so another 8 weeks. 6 weeks has become 20 weeks. I find this unacceptable, particularly the lack of any reasonable explanation for such a long delay. You would think that if you were going to be 14 weeks late of delivering you might reach out to your customer.
- WA, Cockburn
- Verified customer
Poor quality Fabric Hamilton sofa
Have had my Hamilton Lounge for a few months and the fabric is piling
I have lodged a claim awaiting reply
I do not want another one of these as I dont want it happening again wish Id read reviews before purchasing this 3k sofa
I wish I'd read these reviews before I went to Freedom to buy a sofa. 3 months later, staff can't locate our purchases.
We have been given the run around by every single person we have spoken to.
They sure were quick to take our money and assure us of the delivery times at time of purchase. That they'd considered delays from COVID and such....
And that was it, we have never heard from them again.
We've had to chase and chase.
The Artarmon store doesn't even pick up their phone half the time.
When they do...they said "oh yes we are having problems with the phone",
Then they say "oh yes...we are having problems with our deliveries"......but they think that "maybe...oh yes definitely our stuff is somewhere.... in Australia"....
"Yes we will look into that...we call you right back... "
Disgusting customer service and still no answers to when I’ll get my lounge!!
Ordered my lounge in September and have been chasing it the past couple weeks, was told they where waiting on the ottoman to arrive in store for delivery and would be in within the week and delivery the following week! That was 2 weeks ago last week I rang up to ask why I still hadn’t received anything in regards to delivery only to be told delivery had been pushed back and overheard the lady on the phone clearly say to someone else “they where only waiting on the ottoman I don’t know what’s happen to the rest of the lounge”. I was than told I ...would be contacted within 48hrs with an update on what was going on and heard nothing back so rang again and was told they had no answers. I than rang again on Friday this week to be told by the guy at the back of the store that deals with deliveries that my lounge was actually meant to have a Christmas cut off of the start of September and was asked what I was told about delivery timeframe when I purchased my lounge and I was in fact told 6-8 weeks and it’s now been 9 weeks! I have contacted consumer affairs and they are quite happy for me to fill out a form of complaint and assign me a case worker to get this sorted as I’m quite frankly disgusted by the customer service I have received and the false or lack of information I was given throughout this entire ordeal!!! I don’t care about every excuse you guys seem to have I payed for a product which you as a business are meant to supply so I want my lounge!!
DON’T BUY FROM HERE
I would not recommend buying a lounge suite from Freedom Furniture at all. I urge you not to! It has taken over 4 months now for me to receive my order and I still have heard no response as to when it will arrive. Multiple employees have told me different timelines, which leads me to believe they are just stalling me and the couch is no where near finished. One employee told me it was supposed to arrive 3 months and 2 weeks ago. I am beyond over it at this point, if I knew the couch would take this long to arrive I would not have ordered it. Ap...parently they ‘updated their process’ recently, which is causing them major delays. They clearly need to change it back because it is not working. I expect to not even receive the order this year. I have not received an update, I have sent numerous emails now and have had no response back. I was told recently it would be days away, it has now been 2 weeks and counting since they said this. I urge you to never buy a lounge suite from Freedom Furniture, go anywhere but here! I will never buy from here again.
Order not being delivered
I ordered 2 lounges on 7/7/20 and still haven't had them delivered, [name removed] the manager has been useless in sorting this out, constant lies and pathetic rude customer service, no answer as to what the problem is and no timeframe for when I will get my lounges. Do not buy from freedom and particularly Warrawong!
Worst customer service company I have ever had to deal with!
My brand new hamilton couch was deemed as faulty within months of purchasing it. The material went bally after only a few months. The man who inspected it advised the fabric is faulty and a couch shouldn't look like that after 10 years! Not only did I pay $4000 for a faulty product, the hoops you have to jump through just to try speak to somebody on the phone is an absolute joke. Multiple emails to them with no response as they don't have a customer care number you can call.
I would never purchase anything from them again. They have nice produ...
Don’t do it.
Don’t waste your money on Freedom furniture. We purchased a Copenhagen couch and the cushions sagged to the side within 12months. We put up with it for a while but it got so uncomfortable that we lodged a warranty claim. The warranty guy came out and told us it’s a soft fill couch and that’s just how it is so we just have to fluff it up on occasion and put up with it. Unfortunately fluffing the cushions does nothing for the sagging foam that makes it feel like you are sitting on a slope. We now sit on the tiled floor instead. For $2500 this is not cool. Do not recommend Freedom sofas to anyone.
Staff to busy chatting to each other
Very hard to be noticed in this store. I was ready to purchase after asking some questions. Stood around looking for someone to talk to but two sales staff were to busy talking to each other to bother about customers. Will not try again, there are plenty of other stores to do business with. Pity because I was ready to spend quite a lot of cash.
I ordered an occasional chair that was supposed to take four to six weeks for delivery (I.e mid to end of October) but it still hasn’t come. I was assured I would be updated with the delivery date but never was. I have called at least twice and have been given different dates of delivery, which have both come and gone. Now they will not even give me a date of delivery and that I will be contacted when it arrives in the warehouse. To top it off, the item is now 15% cheaper. I haven’t even received my item and am still paying full price. The webs...ite at times has also stated that there is no wait time for the chair. I queried Freedom and they told me that this is a mistake on the website, and that there is a wait time for all. Not a good look and poor customer service.
- NSW, Balgowlah
- Verified customer
Joke of a company. Absolute nightmare to deal with
We had purchased a bed and couch from freedom within a year the bed gas lifts had failed and the couch had sunk majorly.
Freedom advised they would have to reaplce the whole bed and it needed to be ordered in. This was in July, its not middle of November the staff never call back when promised and we are no closer to getting an eta and sleeping on a broken bed.
I am never purchasing from freedom again
5 Star Customer Service
We visited Freedom Cannington store looking for design ideas for our two living areas. We met the delightful Lydia who was an absolute gem and could not help us enough. She was friendly and engaging with great ideas. After visits to the store and help from their fantastic interior designer who visited our home, we are very happy with our decisions. Now just waiting on some final pieces to arrive and we can then enjoy and relax in our gorgeous living areas.
Excellent customer service
A courteous, knowledgeable and patient salesperson is the best way to describe Paula at the Freedom store in Osborne Park. She has always been so welcoming and has gone out of her way to address our needs. We have been to this store several times and Paula has never disappointed. Thank you!
Over and Above
Staff member by the name of Deb went over and above, I haven’t experienced customer service like in a long time. She tracked down the Mandela Door Mat sold out everywhere and organised delivery without a fuss. Really impressed with the product too, looks great in my daughters cubby house.
Don't order from Southport, use another location. Terrible
Ordered furniture on the 9th Aug 2020. 6 items in total and was given ETA on items ranging from 1-3 weeks, 5-7 weeks with one at 12 weeks. I was told that items could be picked up individually once they arrived. Well at 13 weeks, I called to ask ETA. First called advised that everything would be delivered in 2-3 weeks, therefore increasing it to 16 weeks of waiting, I was happy with that. Two days later, I called and asked if I could collect some of the items, but this time I was told that nothing was in until end of December/January (taki...ng it to 20-24 weeks). The bed I order had originally a ETA of 5 weeks (mid Sep), now this increased to 20-24 weeks. I asked why I wasn't given the curiosity of a call advising of the delay and why each time I rang was was given a different story. Understand delays with COVID but not this much. On my second call, I asked for a refund on the bed as I was not waiting 24 weeks and could purchase another bed from another supplier which could be delivered within a week. I was advised that she was going to see what has happened to the order and would call me back on Monday. No return phone call on Monday. I rang the store again myself asking what was happening. I was then told another different story. Yes I was angry at this stage. I asked for a refund on the bed and side tables, but wanted delivery of the other items. This was processed over the phone with a sales lady which I had spoken to days before and who had kept changing her story. She asked if I was sure as it couldn't be reversed. I said yes, and she put me on hold and processed the refund. When she came back onto the phone, she advise it was done and I then asked why no curiosity phone calls about delays and why the different ETA stories, she said "freedom doesn't have the facility to call customers about delays". I did argue with her on this as just one phone call (I think its called "Customer Service") from them would have stopped all this. The next morning I received a call from MATT!. Matt is rude, arrogant and I have no idea how he is employed by Freedom especially reading all the negative reviews about him. He was so aggressive from the very start. I was sitting in the dentist and even the receptionist could hear him, she was in shock when I told her that was Freedom Southport. He lied, saying it hadn't been cancelled the day before and now I have two beds (as I brought another online the night before). He told me that he was cancelling all of my order. I asked if I could call him back, he said no. I was in shock and had my kids in a dentist waiting room paying the bill, so just said 'fine' as it wasn't the ideal location to be having the argument with him. I dropped kids off at school and went to Freedom Southport at 10am to talk about the order. I honestly would avoid this man at all costs. He's seems very angry in his job and the arrogance pours off him. Anyway, I made a couple calls to other suppliers who were lovely and have furniture turning up in the next day or two...no need to wait 20-24 weeks. Just one phone call to a customer advising of delayed ETA's would have solved this problem. I have ordered from other Freedom locations and have never had this problem at all. I would avoid Southport as they obviously need to work on their ordering system. Maybe getting rid of Matt would help!!
Excellent customer focus, service and advice
Exceptional service in helping us choose sofas for our home. Peter was friendly, knowledgeable and very helpful with advice on comfort, fit for purpose and suitability for our home environment. He helped us make the right decision. We also very much appreciated David's support. An excellent and highly recommended team. We look forward to enjoying our purchase and returning to Freedom in Fyshwick, ACT. Thank you Peter, David and the team.
Terrible service, deceiving brand and people
I don't know how to start this horrible experience.
Received my brand new sofa on 03/10
Sofa was in bad shape. Ripped underneath ,inconsistent finishings, ripped fabric, wrinkle all over.
Pictures in their website and same item in showroom is totally different than what we received and it was acknowledged by their technician.
It can happen. So far it is understandable except the point i waited 4 months for this faulty item.
Thank you, Anne, for your excellent customer service
Thanks very much to Anne Prezens from the Moorabbin store.
It was only a small purchase of about $150 but I was very impressed how much time Anne spent with me. Anne’s knowledge of the products I was interested in (S-fold curtains and tracks) is impressive as well as her friendliness and willingness to help. Being a very meticulous customer, I am grateful for Anne’s patience.
Thank you very much, Anne, for making my shopping experience a positive one and I am looking forward to my next purchase at your store.
I paid a deposit on a lounge over three months ago. I called freedom to enquire as to when I can expect delivery I was first told that there is an outstanding balance on it. Then I was told that it is "on track". I asked what "on track" means and the same answer "on track" was repeated. I was also told that a better answer could not be given as to the whereabouts and provenance of this lounge. I was then urged to pay the remainder of the balance which I refused and told them that they could ring me when the lounge is ready to be delivered and t...hat I would then pay the balance. They then told me that they would not ring me unless the balance is paid in advance. What sort of business is this? They want money months in advance for goods that may eventually get delivered. Meanwhile another furniture store promises delivery before Christmas if ordered before the 19th of November.
Questions & Answers
Is this standard across all freedom stores.
I was charged $69 for failed delivery
I was then charged $69 for delivery back to depot
I am told the damage is on me.
**Please note previous owner had a 3 seater leather lounge in the lounge room**
**im also happy with the delivery driver and team, just not the sales staff and being charged for something that hasn’t been completed or approved**
Driver was unable to get the lounge into the lounge room, deemed as unsafe or could damage the lounge and I would have to accept damages if proceeded through front door. I told sales staff the access and also previous owners had the same size lounge in the lounge room.
Apparently the onus is on me to know if the lounge will fit through a standard door way, I told the sales staff the details and they didn’t seem to think it would be a issue, on site I was told if they attempted through the front door and the couch was damaged or the house that it would be my problem.
I made a call to have the driver come back to my place and to see if he could attempt through sliding door, he accessed the area and said he would give it a shot, he made it through no worries but then at the next door he was stuck, and has scraped the hardwood floor.
Freedom has put this back on me saying that I accepted any damages to my house or the lounge, the delivery was failed and put back onto the truck.
I was charged $69 for failed delivery
I was then charged $69 for delivery back to depot
I am told the damage is on me.
Made an order a while ago for an item I was told was in stock and the unitrans haven’t even got it on their system. After reading these reviews I’m not going to bother and am just going to go get a refund.
Good on you ! Maybe you might like to spend your money with a store in Cairns that might appreciate & value you ?
I also read the reviews of the last 4 months and I would not spend my money at Cairns Freedom after reading the reviews.
They need a wake up call . My experience yesterday was simply awfull ! I felt ignored & as my review says totally invisible! Even checked my reflection in one of their mirrors to make sure I wasn’t invisible.
Good luck with your refund and it is sad but I would not purchase anything from their store .
Who ever is Managing that store needs to take a long hard look at themselves and their staff .
Hi Freedom Furniture,
I bought a couch from your Artarmon store (order # 1070020003613) on July 12th. I was told the order would take 9-11 weeks to arrive. It's now 13 weeks on and I've called twice to ask where my couch is. I'm told that I won't get a call about delivery for up to 3 weeks - up to 16 weeks for a 9-11 week order! I get that COVID makes things harder, but then again I ordered well after COVID started. Plus, I thought the point of the original 3 week delivery window was to account for delays. It would be great if you could get in touch about speeding up my order, or helping out in some other way.
Hi Alex, Sorry that it has taken a week to get back to you. We can see that you have now booked in delivery. If you do require anything else please let us know. Kindest Regards Team Freedom
|Category||Online Shops and Furniture Shops||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom, Dining, Living, Office and Outdoor||Bedroom, Dining, Living, Office and Outdoor||Bedroom, Dining, Living, Office and Outdoor||Bedroom, Dining, Living, Office and Outdoor|
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