Reviewer Photos & Videos
Delayed Couch - 6 Months is ridiculous
After having my couch confirmed it was 6 weeks out from arrival I was then told last week that my couch via an automated email (which was 2 weeks out from arriving then) was now delayed yet a further 2 months...! I bought this couch in January and after moving into my house under the impression my couch would be here soon after I am now going to be sitting on my floor for a further 2 months. After chasing up if this information was correct, the store said they couldn't do anything about it. The online chat was anything but helpful and I was just told I will be contacted when it arrived. If I had known I would have to wait 6 months for a couch I would never have purchased it.
BUYER BEWARE Premium leather lounge peeling after 6 months.
I purchased a leather modular lounge from Bay Leather Republic (a subsidiary of Freedom Furniture) and after 6 months, the leather began peeling. They organized a technician who did a questionable and very noticeable dodgy repair.
This is after the lounge was delivered with faulty attachment clips on day 1. The modules were not able to be connected together. Took weeks to arrange a solution.
Fast forward 12 months, and there is leather peeling off of 5 of the 6 seats! Multiple attempts to contact Freedom ‘Customer Service’ with no great suc...cess! I submit the online form, and eventually someone might call you after a week (or more) and apologize for being short staffed. No resolution and no genuine sympathy. Merely a scripted generic response. If, IF a voicemail is left, there is never a return phone number or an email address so there is no option but to submit another stupid form and wait a minimum of a week for someone to maybe call. Freedom offered me $1215 to shut up and keep my faulty lounge. No repair. No further claims for any future damage. I am insulted and disgusted with that! The lounge cost nearly $7000 and is only 18 months old. It is still under its manufactures warranty AND I had also purchased the optional 5 year protection plan. I’ve had 2 leather repair companies out to look at the lounge and both have told me that the lounge is irreparable and the costs of a total recover would be prohibitive. I am now left with a faulty product and out of pocket a lot of money. Be aware that Freedom absolutely do not care about their customers and do not manufacture to a reasonable standard.
Frustrating is the word I can use to describe when I think of freedom furniture.
Ordered a couch and dining set in December and still waiting for them in May. I keep getting updates that it will be further delayed. We moved to an empty house with no furniture yet. Telling everyone I know not to buy from Freedom and check the reviews(which I should have done) because its not worth it. Its remarkable how you are promoting the same furniture in your promotional sales while having a massive backlog on deliveries and unhappy customers.
Bought a few other items from another store and the items were delivered in 8 weeks as advised and it was customised.
- VIC, Geelong
Excellent customer service.
Visited the Geelong store today, and Brad C was so incredibly delightful. So helpful, and so talented. Thank you, Jo x
Delay, Delay, Delay, Horrible experience
Purchased sofa on Jan 10th 2021, sale lady said 16 to 18 weeks , she assured me that Freedom gives 18 weeks as worse case scenario and sofa will arrive before that. 14 weeks later, got an email that delivery is delayed 4 more weeks (22 weeks overall), and then 4 weeks later another email stating that delivery is delayed another 2 weeks. Freedom, don't make excuses of covid situation, you knew there was covid, you knew there was delays, covid been with us for over a year so you should have known better and yet your staff make false promises. I'v...e been sitting on the floor for the last 6 months. I purchased dinning table, bed and other furniture and appliances from 5 different companies and they are all delivered in time, yes waiting time was long (still not as long as Freedom) but at least they fulfilled their promise. Do not promise to customers what you can not deliver, all you think about is money and keep accepting orders when clearly you are incapable of doing business. Horrible, horrible, horrible
Delivery delay after delivery delay
Ordered Shani Armchair and CORA lounge Boxing Day 2020. Promised 12 week delivery. 21 weeks later received another message that it is delayed another 4 weeks.... Absolutely appalling customer service!
Ordered a tv unit which took months to arrive and when it was delivered two old men (65+) carried it in and said they wouldn’t be able to get it in the house as the stairs were too narrow and it was too heavy to lift over the railings to fit. They left it in the carport and it rained and got wet overnight as we were unable to lift it. We have no idea how we are going to get the tv unit in the house. We have had a big lounge and tv freezer delivered and brought upstairs with no issues previously so I’m not sure why this was different. If they are too heavy to be lifted perhaps delivery shouldn’t be offered.
Very nice wardrobe
Really nice.love the look ,compact for a small room ,but ,,,
Assembly was not easy , having to lay it down, and two people to put it down and stand it back up ,could not have done it on my own .
Just something to keep in mind if you live alone ,and are over 65
Zero customer service support
I ordered and paid for 2 bedsides online in January this year 4 months later I’m still waiting and have only had one email update in that whole time. I can’t reply to that email as it’s a ‘no reply’ address. When I use the email address on my invoice I get an automated reply saying this email is not monitored and directs me to use the website forms to contact freedom about my order. There is no web form for order enquires - they are all for missing parts, warranty claims and membership enquires. The website directs any order enquires to the ‘l...ive chat button’ which is also missing.... presumably because I’m on the mobile version of the page. It appears that the only customer service provided for online orders is ‘Jen’ via this page! How any business survives with ZERO customer service support is beyond me. In the meantime I’ve received excellent service and support from Temple & Webster with an average delivery time of 3-7 days including on furniture items larger than bedsides. Freedom your entire system needs an overhaul - do better.
The service and advice provided by the staff was fantastic. We highly recommend engaging Ruby for onsite styling. Ruby’s knowledge and advice was invaluable in selecting the right combination of furniture, artwork and homewares. Thanks a heap!
We love the result.
Takes money and doesn’t give you products
Made two purchases from freedom online. first order was only half fulfilled and half refunded due to the store they were sending them from not having stock of the other item. Still waiting 2 weeks later for this $71.94 refund. Don’t know if I’ll ever see it. Then I made a second order for 4 baskets. I received a call the next day from the Perth store telling me they are refunding me as they don’t have stock. So another $91.64 I am now waiting on to come back even though the online shop let me purchase these items and said if one store didn’t ha...ve all of the items I would receive multiple shipments as they fill the order from multiple stores. This is not true. The stock online doesn’t reflect real stock they have or don’t have and they like to hold your money. I’m now owed $163.95 and no idea when I’ll see it.
Would rate 0 stars but can't select 0
Beware if you buy a Freedom product and need it fixed under warranty... Good luck. Be prepare to experience the worst possible after sales service by any company you will ever have the frustration to deal with.
I have been waiting 6 months for a replacement motor for my $7000 BLR recliner lounge that's not 2 years old. The motor in question was replaced and broke down after 2 months. It took 3 months to get the 1st motor replaced. Am still waiting for the second motor to be replaced since Oct last year.
I did get a call in November after...hounding them for an update. I was advised that the motor was out of stock and had a 3 month wait. They compensated me with $300 and assured me it would be fixed in 3 months and that I would be kept up to date. Yes, got $300 but 5 months later still have a recliner that still doesn't work. Not one call or email to update when I can expect to see a repair. This is an impossible company to deal with. You cannot find a service call phone number anywhere to talk to a human. Email is the only way to log a service call. You get an automated email. Effectively saying it will take 2 weeks before someone contacts you. Good luck with that too. The only way to get someone to call is bombard them with nasty emails.
You're just another number here!
Cancelled an order after waiting months, to be told it had many more months to go. Still waiting for the credit five weeks later.
- Online store
Terrible customer service
Ordered a sofa in early Jan, chose the style and colour based on the estimated delivery date - late February.
February came and went, no update. I contacted them and they said it had been delayed at will arrive early April.
April arrived but the sofa didn’t. I contacted them and they said it had been delayed and is now expected mid June.
Turned it back on to me saying I was not subscribed to updates and they would add me to the mailing list.
I have since received several emails advertising sofas at 25% off.
Give me strength! I just want my sof...
Terrible customer service and product
Terrible customer service - I have been handballed between store and the non existent customer service in the 'help centre' since we purchased our $4000 sofa in Feb 21.
*brought brand new leather sofa (brand new to Freedom range too, had only been in store 2 days when we purchased it)
*Was in stock in the warehouse so was delivered a few weeks later on 6/2
*Leather sofa started marking and staining instantly - we purchased care cover and have protection kit, protection kit does not remove stains
*I emailed the 'help centre' 3 weeks later showin...
None existent customer service once order placed
Multiple delays with NO communication at all. Final delay confirmed after I called again, manager hasn’t even called me back.
- Online store
Poor website, Misleading stock availability information and Freedom uncontactable
Made an online purchase for a click and collect order for an item that was showing up as "in stock" at their Melbourne warehouse with a green icon next to it.
Received order confirmation from a no-reply address after payment then indicating it would be ready up to 3 weeks later!
It is very deceptive implying stock is available 'ready' for collection. I would have shopped elsewhere if I knew there was a 3 week wait for something showing up as ín stock which I had to collect
Website is also extremely poor, has outdated information and there is ...
Told 3 week wait, now 4 months has passed and delays continue..
We visited many stores in the area and some responses on items we liked were up to 22 week wait. Crazy, but obviously truthful. Last stop Freedom Warrawong. 3 weeks wait. Great must be in Australia to be able to state 3 weeks. It’s now been 4 months and the email of delays keeps getting bigger and bigger. I am certain we were lied to about the 3 week wait. Months after I know for a fact the shipment had not even left China. We will never come back and recommend no one go there unless your prepared to wait. Lies lies lies. I feel robbed with han...ding over money paid in full sitting in there accounts making interest for something I can’t use. We have had many visitors come and had to kick kids out of there beds and sleep on lounges for weeks. Grubs
Freedom rewards system
I have no idea how to redeem a voucher of $200. The online website account log in doesn’t work, there are no instructions and no way of figuring where to find the voucher on the receipt for a $5000 lounge.
One excellent sales person and one arrogant one.
Had a very good experience ordering a sofa through a lovely salesperson Brylie to whom I paid a deposit. When I tried to pay the balance by phone I found it impossible because the phone system does not work. After 9 attempts to call I resorted to email. A male with an English accent - I don't remember his name - replied to this by phone and took my bank details. Referring to my mentioning in the email that I couldn't get through by phone he told me staff members could not be expected to answer phones when they were busy with customers! His atti...tude throughout the call was arrogant, despite the fact that I was not complaining. Not someone I would want working in my business. So 5 stars for Brylie, 1 star for the bloke- at least he called me and took the money.
Questions & Answers
Hi, do you stock reclining swivel chairs and the price range please, Thanks.
Hi Bob, I don't think that this is something that we sell the best thing to do would be to contact your closest store and they will be able to give you all the correct information. I've noticed that you have listed the Southport store there contact number is (07) 31515700. Hope this helps. Kind Regards Jen
We were thinking of purchasing the Sterling leather corner lounge from freedom but after reading these reviews we will not be purchasing from freedom, thinking back our own experience just buying home decor from your stores has been less than acceptable! Lift your game, or maybe your making enough money??
Hi Honest Reviews, thank you for your feedback Kind Regards Jen
Do you guys ship clothes and shoes to nz
Hi Marky, Unfortunately we are a furniture company so no this is not something that we do. Kind Regards Jen
|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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