Reviewer Photos & Videos
I spent 6000 dollars in Jan 2020 and havent recieved anything
I purchased 6000 dollars worth of furniture from freedom in jan 2020 that didnt have and still dont have And still have not received anything. I sent them emails with no response. I called many times and they are not helpful and blame everything else but themselves and they have now closed every store and every hotline. So im 6000 out of pocket and They just took my money and ran away
Appalling and unethical service
I have been waiting since January for my sofa to arrive. I was told it would be two week delivery wait time ( the only reason I purchased it in the first place). I‘be tried numerous times to get an honest and transparent delivery time and update on the situation. Unfortunately I have been purposely ignored and told misleading and conflicting information. At one point I was told the order was never initiated, then I was told it was in stock, then I was told it was only a week away. Three weeks ago I went into the store where I initially made th...e purchase, to demand a refund. Despite my unease, I was reassured the the sofa would be delivered in two weeks. Later that day I checked the stock online, and a 7 week delivery time was detailed for this particular sofa. I called the store again, told them I am not waiting until June. They once again promised me that the delivery would be made in two weeks. Well guess what.. it’s now been three weeks. What an absolute sham. I saved up for months to purchase this sofa. I’ve just moved house, and have nothing to sit on- which is great, given the amount of time I now have to spend at home. I can deal with honest mistakes and small delays, however, I can’t deal with being lied to.. over and over again.
Shocking. If they ever reopen it will be a miracle.
Like others my delivery has been delayed and delayed and delayed. Despite the fact that when I ordered there was one in stock ready for delivery within a week. It never happened. There's nobody to contact just direct messages on Facebook. Cleary Freedom are trading under very tenuous circumstances. If they cannot fulfill an order, or judging by the sheer number of complaints, orders, the question might be asked, are they insolvent? I would predict that they won't reopen and most of us have very little chance of recovering our money. To blame it on an IT issue dating back last year and now on Covid-19 is just laughable. Incompetence and dodgy sales.
Poor sales, customer service broken
We bought a sofa from freedom in early January. We were very pleasantly surprised that it turned up just over a week after purchase (vs 6-7 weeks we were advised). Problem was one sofa module was incorrect (we actually suspect we may have received someone else’s order). Told to put aside and not use (where???). And the delivery guys did not set up the sofa or take the garbage away. After a couple of weeks calling, we finally had replacement module - only it was the wrong colour. Customer service told me I must have ordered the wrong colour (h...uh???). Anyway, after escalating and lots of calls, we were told the replacement would not come for 3-4months! But low and behold, one turned up a week later. Horrible experience, felt like a criminal in dealing with customer service. Took 3 months to get complete sofa set. But it is good quality. And the store manager and staff at belrose really are trying their best, we’re sympathetic and gave me a couple of vouchers which were appreciated. My question is: is freedom furniture a viable company - not if they treat customers this way. I will not deal with them again.
Grievance of the professionalism of Freedom company
I would like to add my grievances about the concern with Freedom Company. I have been horrified at all the comments about the company from across Australia. I purchased about$ 2500 worth of furniture about 6 weeks ago, and paid in full for these. The plausible salesperson stated that the product was in stock. I inform the salesperson I would not be needing the furniture for several weeks but would take delivery after that. I rang the distribution centre and was told my furniture would not be available to the end of April or early May. I was no...t happy. Last Friday night a friend rang to tell me that they heard on the evening news that Freedom was closing it stores across Australia, due to the COVID -19 and no date was given for reopening. The next day I went to the store where I had purchased the furniture; in Osborne Park, WA, sign on door stating closure to the virus. However all the other furniture in the area were open for business, namely IKEA, Harvey Norman etc. So far no communication from Freedom as how to get our furniture. From those on this site who have done their research on the company, it would seem the “virus” maybe be a good excuse to close permanently. I for one am contacting Consumer Protection and Choice. I am absolutely appalled by this company attitude. Would never recommend it to anyone.
12 months and I’m still waiting.
I ordered a bed on 14 April 2019. It was meant to take 12 weeks which was fine by me. The 12 week lead time Came and went and the bed never happened. I contacted the store many times and have had no answers. Eventually they installed a new computer system which was a disaster and they blamed that for the delays. 8 months later still no bed. In March 2020 I was told it had arrived and I will get a text from the delivery centre within 24 hours to arrange delivery . A week later I called, where is my bed? I was told then that they were having trou...ble with the bed heads and new shipment will arrive at the end of April 2020. That’s 12 months and 2 weeks since I made my purchase. The question is will they deliver the bed in May or June, when? This is 100% unacceptable conduct. Recently when i called they were blaming the Covoid-19 crisis for the delay, and now they have close their stores. That’s a great thing because if you can’t buy from them at this time you will save yourself one hell of a lot of frustration.
- Online store
- Verified customer
Still waiting, NO contact, NO response to any Emails, Messages, Contact Forms
WELL, I purchased a $3000- Sofa from Freedom Online on the 16/2/2020 with the clear indication that is was 'IN STOCK' and would be delivered in TWO WEEKS. This fit us perfectly as we were moving into a new home and that would work in well with our move in date. On the 25/2/2020 I was contacted by Freedoms OMS Escalation Team to confirm the delivery details which I responded to. three weeks later, there was still NO couch, so on the 16th March I contacted them again to ask what is happening. As advised by the local store, where the manager was q...uite rude and didnt want to assist us with an Online order as it was not purchased through his store, anyway, I sent in two contact forms on the 12/3 and 13/3 which were NOT responded to. So, I then called their so called 'Help Line' and yes there was a nice person at the end of the phone, however that person was just a receptionist who could not give me ANY details and just send and internal email to the SAME email address that I was writing to. ????? Is that Customer Service, help?? We only purchased this item as it said it was IN STOCK and would be delivered, we were aware of many other items that were 10 week delivery times, and that is OK we have purchased the matching Ottoman $499- and are happy to wait the 10 weeks if the actual Sofa would arrive. The things that Disappoints us the most is the lack of service, NO communication at all which is totally amazing that a company can do this. We have rung their help line 1300-135588 who could only send an email, and refer us to the Online help number 1800-676 612 which has a message to call 1300-135588........
Not even worth the 1 star
Our order got lost, placed a new one. Cancelled our delivery day before & told us they couldnt get it delivered for another week, however we called their delivery company & we were able to get it delivered in 2 days. How do we have more pull then Freedom themselves?! Got our delivery minus the bedhead. Now 20 weeks has gone & I still dont have a bedhead. Been sleeping on a matress on the floor for 20 weeks. Always someone is going to call me back yet I received 1 phone call in 20 weeks. Customer service hasnt responded to majority of my emails. When I ask to speak to the highest person I can its always, sorry we dont have a number for them. Will never buy from Freedom again! Worst business I have ever dealt with!
Extremely lengthy delivery delays since at least mid-2019; Freedom need to be honest about this.
There's an excellent article in Business Insider from January this year, that summarises the issues that have been plaguing Freedom Furniture stores nation-wide, since at least mid-2019, if not earlier.
Please read that article (https://www.businessinsider.com.au/freedom-australia-delivery-problems-2020-1) for a complete summary of everything that's driving all of the negative feedback you can see on ProductReview as well as Freedom's Facebook and Instagram pages. Do also share it with anyone considering purchasing anything from Freedom Furni...ture in the near-future, as quite a lot of reasonable customers would never purchase furniture from a retailer, if the realistic delivery estimate was 4-6 months. The issue isn't that Freedom are having technical problems related to their new order management software and IT infrastructure that's causing delivery delays, stock allocation errors and a huge backlog of orders that have remain unfulfilled for months (including mine which originally had an ETA of 5-10 weeks, but has now passed the 4-month mark since the date of purchase). The issue is that Freedom are continuing to operate as if nothing is happening, refusing to be transparent and communicative with their customers, hence customers are not being advised of these several-month long delays to order turnaround when placing orders, neither in-store nor online and their customer service and after-sales support is non-existent, so customers are left completely in the dark regarding changes and delays to orders. Additionally, many stores do not answer their phones, don't call back when they advise they will and make it as difficult as is humanly possible to deal with them over extremely simple matters like giving accurate delivery time frames. While Freedom's customer service teams were still working and their stores were still trading before the COVID-19 related closure on 02/04/2020, I called every 2 weeks after the original ETA had been missed, to check on the status of my order. Each time it was the same response: it's another 1-2 weeks at the most, along with a whole host of excuses.
Freedom Furniture. Missing in action?
We ordered a couch from Freedom in early January and were told it would be delivered in 2-3 weeks. Fast forward to the end of March and the couch still hasn’t arrived, with limited clear information communicated to the consumer as to when the product will be made available. I did secure a refund however, what was unfortunate, was a gross lack of understanding or customer service from the Balgowlah store. As lower level operational staff they cannot control the inefficiencies of a big corporate but they can control both the first and last front ...line interactions which, as a consumer, is the thing you take away when providing a review, discussing with your peers or shopping with a retailer again. Whilst waiting for my couch to arrive, I did put the time to good use and started researching the legitimacy of Freedom and it’s operations, which uncovered a few points worth flagging to any potential consumers via this site; 1. The "delivery system" upgrade, which was supposed to mitigate incorrect inventory information between stores and the website, is still incorrect. The staff at Balgowlah confirmed that I "shouldn't follow the website as it is incorrect" I probed around why it would be included as a feature if it is incorrect, to which I received the following advice "I mean, you can risk it if you want to"... 2. Further, the delivery system excuse is just that, an excuse. Aside from the fact that - should the new software exist - it is doing a terrible job for reasons made clear above, research into Freedom uncovered that delivery and wait times for products have existed for years. With customer complaints dating back 12 months or more expressing they have waited over 9 months for a product to be delivered. 3. They do not specify at time of purchase that they cannot fulfill the order, but happily accept payment for the product and delivery fee both in store and online. 4. You cannot contact them to enquire about your product. Numerous Google searches suggest there is no contact number or staff hotline and the stores don’t answer the phone. You can call the temporary hotline they set-up to manage delivery complaints, however you can only register for a call back, they call back, the phone rings once, you miss it, you call them back, they have to register you for a call back and thus the cycle continues. 5. The company are investing in a digital marketing strategy, advertising to consumers for products they can’t fulfill, as early as yesterday they served me an ad on Facebook for a couch (?!) 6. Lastly, there have been some well documented controversies, (mostly surrounding fraud and stealing from shareholders), following the PWC investigation and collapse of The Steinhoff Group (Freedom is owned by Greenlit Brands, which is a subsidiary business of The Steinhoff Group). Greenlit Brands was created to distance Freedom (and other Australian brands) from the unethical conduct that took place, potentially to try and bury the bad press. Buyer beware. Although they have re branded, it appears this business is still operating in an unethical manner. Do your research and consider supporting smaller local businesses and furniture providers. You may pay a little more, however you won’t be misled, you will receive your furniture as scheduled and you won’t be supporting a global corporation with a track record of unethical business practices.
- NSW, Kotara
- Verified customer
Horrible delay in delivery with no help from the staff
I understand due to the current situation, there will be slight delay on our delivery and we were not expecting 4 months delay! We don't have other furniture with us as we are currently living in a shared furnished house, and waiting on moving into our new house with the furniture we bought from the store. We have only 3 moth maintenance period which ends on 7 May. In addition, as a family of 6 we cannot afford paying mortgage and rent at the same time. My husband is also out of job early this month and cannot find one due to the impact of Covi...d 19. We paid our orders in full nearly $15,000 and hoping the majority of them will come in a reasonable time (also paid for 2 deliveries). One of the order was made during the promotion period so we also entitled to $2,400 gift cards which staff said can be picked up in store when it's ready. We intended to use this gift card to make a online purchase as we are avoiding going out in the current situation. Therefore, I called my Kotara store yesterday and a nice lady said she would confirm if there is any stock for our essentials down in Sydney warehouse. Also, she kindly said if manager approves she can provide us with the gift card number and PIN, as we are intended to use it immediately online. However, she never called back and sadly in guarantee according to the information I got over the phone. The man picked up the phone today was very rude and did not help us at all. He blamed me calling them when I already spoken to the previous lady (the fact is I'm still waiting on her reply), claiming that he was very busy. He did not have any intention to check the stock for us and did not wanting to let us know the gift card details. What he said was what system said was the date we were looking at and he could do nothing about it. I was asked to call back on Friday when hopefully the store manager is there. I’m very disappointed with the delivery which is never done as promised. Looking at the review online and everyone can see how many people in the past has complained about the delivery. Please don’t use Covid 19 as your shield for every wrongs. It impacts everyone, we are one of the suffers too so I understand the slight delay could happen. As your CEO said in his letter, he has promised the minor impact. 4 mouth delay is never a minor impact.
Robert was so nice and greatly helpful.
Robert was so nice he was so helpful, funny and just made my experience better. I definitely recommend if you go to the WA Cannington store to find him and just have a convocation because he was an absolute delight.
The worst customer service I have ever experienced
In a previous job, I ran a large online retailer. If I heard one of my customers had experienced what I have with Freedom, heads would have rolled. We ordered a 'Park Avenue Bar Cabinet' 6 weeks ago. There was no indication of delivery times, but we just noticed they are now saying 4 week delivery...we are well past that with may order in limbo. 5 phone calls to their customer service with the same response "we can't see your order number and we need to send an email to the online division to respond to you". Absolutely no response! It ha...s been 2 weeks since I started calling. In the last 2 calls I asked to speak to a manager to discuss (even a refund would be good). Their latest trick is to leave you hanging on hold while they track down a manager. You never get answered again and have to call back (I am sitting on hold while I type this....40 mins). Be warned...I think Freedom Furniture are going to be the next big retailer going broke and you will lose your deposits and money (I have paid the full $1374 and I am furious!). They seem to be saying they are experiencing difficulties with their new IT systems...really? That excuse was around last year now that I start researching this problem.
The worst customer service! Steer clear.
If you happen to run into an issue and need to get in contact with customer service then good luck to you. You have to submit an online form and then they tell you they will take up to 10 days to get back to you. In my case it was more than 10 days. Then when you get an email with a resolution you can’t reply to that email. Off you go to the website again to complete another form where they will take up to 10 days to get back to you. Then when you say yes, I’ll take a voucher to compensate me for the damages goods you delivered guess what? It t...akes another up to 10 days for that to be processed. It’s be more than 10 days and I still don’t have my voucher. I tried to call their customer service line but they wouldn’t let me speak to anyone. They just take a message and then I guess maybe take 10 days to call me back. I called a local store and wasn’t allowed to speak to a store manager. It also took 30 mins of me ringing before the store picked up. This just reeks of a company under severe financial pressure, but blaming new technology. Be careful of placing any significant orders with them, as who knows how long they will be around for.
Something fishy is going down.
We made 2 separate orders (so we could get one on after pay and then paid full price for the other which was $2500). The afterpay order came when it was estimated to, great quality, really happy with the cabinet. BUT the couch and coffee table was meant to come three weeks ago, rang up today and they pretty much said: "yeah you're not going to get until June, do you still want it." You think they would've notified us of the delay, rather than us having to call 6 times to find out. We really loved the couch and coffee table that we picked but un...fortunately, six months is too long of a time to be sitting on the floor. Most frustrated at that we picked all 3 pieces together because they all matched perfectly, and now are going to have to struggle to find what we want. It's a real shame because freedom has beautiful furniture but something is definitely going on internally for a delivery to take 4 months longer than it's meant to, possibly going bankrupt? I see they keep telling everyone that it is because of "major technological issue" but I've never seen a company deal with same issue for months and have not resolved it. Who knows, I sure don't, but I wouldn't shop here unless you don't care if your couch takes a year to get to you.
Terrible customer service and no communication.
I ordered a dining table in January. We were told to pay half on the day and when the table arrived we were to pay the other half and they would deliver it. We were told it would only take two weeks and someone would be in contact with us. It’s now the end of March. I’ve managed to get in contact with the store once with no resolution and now they will not answer the phone. I’ve emailed the help desk which I’ve also not heard back from. I don’t live locally so I can’t just pop in to check up on my order. If I cannot get my dining table I want someone to get in contact with me so I can get my money back
5 months, 6 phone calls and still no product
I ordered a couch from Freedom Chadstone in October 2019. It was supposed to be delivered at the start of January 2020
When i didn't hear from Freedom I called. Eventually they tried to deliver it. They took one look at the lifts in my building, said it wouldn't fit and turned around and took it back.
I called them a few days later to arrange delivery, having measured the lifts to confirm it would fit. They said they would return my call.
I waited a few days. Noone called me back, so I called again. They said they would return my call.
I waited a day. Noone called me back, so I called again. They said they would return my call.
We made the mistake of ordering from Freedom
We really enjoyed the interior design service helping to fill out a holiday house. We placed the order and 50% discount 6 weeks before we were to settle and discussed the right items to order so that they would be ready in time for our house settlement.
Unfortunately now nearly 11 weeks since the order was processed we are sleeping on the floor without beds being delivered and over 50% of the furniture still on hold with no end date. In dealing with this store, we have had to call at least 3 times per week and are given conflicting accounts o...f what is going to happen. The staff fail to call back and are happy to sit on the 100% payment without furniture delivery and blame "head office" and the "warehouse" neither of whom you can get in touch with. I've been hung up on and told that we are "entitled" when we are simply waiting on the product that we have paid for and told would have been delivered in 6 weeks. Apparently their warehouse is shut due to COVID-19 yet this has not made the news so I assume that this is being used as a disgusting excuse at this time. I would suggest that you look elsewhere and if you do buy from Freedom Geelong, get everything in writing as despite numerous phone calls confirming delivery dates their current excuse is that we don't have in writing the original delivery date.....
Terrible customer service, take your money and then don’t deliver or return calls
I placed an order and paid in full at the beginning of January with an alleged 1 - 3 weeks availability. Over 2 months later and still waiting. No one returns my calls, no one apologises for the terrible service or explains the delay. Sometimes when I ring the Nunawading store it just rings out. They should be reported to the ACCC for non delivery of products and services. It is misleading to promote a good that you know cannot be supplied.
They dont even answer consumer protection department
Spent over $3000 with my freedom membership account
None of the transactions appear on my account hence i could not claim gift voucher
Sofa is faulty, leg is broken and only 10 months old
Called freedom 9 times and they said someone will call back...nothing happened
Contacted commerce consumer complaint and asked for help...
They stepped in but freedom doesnt answer their email...
Questions & Answers
Where is the coffee table I bought from Freedom Nunawading.? It was due to be picked up on 29/3 according to my invoice. I rang on Monday 30/3 and spoke to Sylvia who said it was at the distribution centre at Knox. I asked if store was likely to close. She wasn’t sure.
Is there no customer service at Freedom? I said we could pick it up at Knox but that was a definite no! A phone call from Freedom would have been the least I expected. After all you will need customers when this pandemic is over.
Very poor customer service!
Have you a King size or Queen Size Quilt Cover called elevate in white please
How do you clean Cancun furniture.?
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.