Freedom are offering reviewers a chance to win a $500 Freedom Gift Card. Reviews can be both positive and negative. The winner will be randomly drawn, as long as their public review has been posted between June 19th and the 31st of August 2017.
Beyond frustrated with delayed deliveries!
We have been waiting 4 weeks for the delivery of our Imogen sofa without any correspondence from the store. The delivery is now late and when I called the store to follow up, all I was told was to wait another two weeks before calling again. Unfortunately we will not be supporting this store again.
A huge THANKYOU to Tony Monteleone the store manager at Belrose Supacentre on the excellent service and fast delivery of our Maddox sofabed & matching armchair. At a time when a backend system changeover has caused delays in deliveries and customers are disgruntled, we were aware this could cause delivery to possibly take months - thrilled to have it so quickly. You're obviously doing all you can at a difficult time - and the issue is clearly not the fault of the staff.. So thankyou.
They Take Your Money & Don't Deliver
Would not recommend Freedom to anybody. They focus on taking your money in store, then once you've put your money in, they don't follow up and actually deliver without being chased by the customer (even then, I'm still waiting)
Ordered couch, dining chairs, bed frame and mattress at the beginning of September, being told at time of purchase that everything was available in stock - so I paid in full (requirement for delivery)
After four weeks from purchase, I followed up on the delay, and they cited a change of warehouse system causing delays a...
Worst delivery experience ever
I made an order more than 10 weeks back and the order was supposed to be ready in up to 8 weeks. I still have no visibility when my order is going to be ready. I followed up multiple times but I couldnt get any updates. The only thing I heard was that I would get a text message when the order is ready.
Disgusting service. Are they going bust?
This is the first time in my 41 years have ever left a product review. I am that disgruntled and need to warn people. Waiting 12 weeks, can't contact anyone. They've disconnected all the store phones and redirected to an office due to the 'system upgrade'. 3 messages left the last few weeks. Phone staff can't check orders, you cant talk to anyone, when I pushed today she said someone 'might' call me back.
In the meantime I'm getting text messages and offers of sales and free delivery... but your ordering system isn't working???? I've been told there have been system issues since September - absolute joke.
I ordered a bed, mattress and bedside table 16 weeks ago. It finally got delivered except when we unpacked it, only the bed and mattress arrived and no bedside table. Tried to call them and let the know but of course no one called back. On top of that when we assembled the bed, the parts do not line up and so they have sent all the wrong sizes. shaped. We called the find out about getting this fixed... no one returned our call yet again.
New home, new furniture!
Thank you so much to Brooke and the team at Freedom Richmond. We now have the most beautiful new furniture that fits perfectly to the style of the house and to us!
Well all I can say is that I wish i had read the reviews before I made my last 2 purchases. Firstly can I say I found the sales staff in store helpful and polite when I purchased but thats as far as the compliments go. I have come to the conclusion that there is definately something going on internally. The fact that we pay for a product and then it just keeps getting pushed back, you cant contact the stores (I called today and got an overflow call centre that knew nothing), then they dont call u back. This so called new system they have suppos...edly been having issues with seems to be nonsense. I feel the writing might be on the wall for Freedom. Be very wary of purchasing from Freedom unless, as another reviewer said, you can walk out the store with it.
We were lucky enough to find out about the Free interior design services that Freedom offers. And even more lucky to get Brooke as our interior designer. Her advise and ideas made the process of furnishing our new house so much easier and fun! She gave us a couple of ideas but also tried to incorporate ours taste into her design. We love how our new looks, thanks to all the help that Brooke gave us.
Jake & Susie
Paid for furniture in June....still waiting after 5 months
Absolutely appalling and possibly illegal - I ordered a dining table, 8 dining chairs, bedside table and a rug in their EOFY sales in June. The order was paid upfront. I was given a delivery frame of 8 weeks, but since August I have followed up with the Fountain Gate store, Freedom head office, submitted a request online, called repeatedly every number I could find without getting any satisfactory answer. Eventually I had to contact VIC consumer affairs, that finally prompted Freedom to get in touch. What they said = their order management ...system has required them to re-enter my order manually, please be patient as they're very busy over Xmas. They offered = no guarantee on delivery, their estimate is another 6-7 weeks (if a new order is required), a conditional offer of a partial refund of 10% of my order IF and ONLY IF the delivery is complete. Also the bedside table and rug I ordered is discontinued so they probably won't be able to source that anymore. That's pretty much encouraging me to cancel the order if I wanted any chance of Xmas with a dining table. To say I'm disappointed with this company is an understatement. One thing I need to mention, the staff at Fountain Gate were very understanding and did try to help initially, but they appear hamstrung by failures in their entire network and it's impossible to get them on the phone now. I think it's disgusting they are still offering sales and advertising normal delivery times when they can't even deliver on orders from over 5 months ago. They took my money and have kept my money even after the goods were discontinued. Do not order from Freedom unless you have time and cash to waste. I've asked for a refund, let's see how many days it takes them to call me back.
WORST CUSTOMER SERVICE EXPERIENCE
We put a deposit on 2 sofas in mid-September and advised Freedom that we would like an early December delivery, which they said was no problem. About the 26/11/19 we contacted Freedom to arrange a delivery date but the call went to a message bank where it said someone would call back. No one did. We made a second call, still no reply phone call. Two days later I made another 2 phone calls spoke to 2 different staff members who took details again and "escalated" my concerns to "urgent" and said I would get a return phone call. Didn't happen.... I then went on line and lodged a complaint on their website. Nil response. I then made a comment regarding lack of a return phone call re: a delivery date on the Freedom Furniture FaceBook page. Next morning I had a reply via Messenger (Team Freedom in Sydney) apologising for the delay & requesting all of my details again in order to "escalate" the issue...again! So after providing details for the 5th time I requested that someone please call me back. Still zero response from Freedom, so we visited the store we purchased from and spoke to one staff member there. Again he said he would "escalate" it and explained that they were having difficulty with a new computer system that was not speaking to their other computer system, so organising delivery dates was a problem. We said we wanted to lock in a delivery date, pay the balance of our purchase and be done with it. At best, he said he could make phone calls to try to organise a delivery date, possibly a week or more down the track. Beware! After reading other reviews, I think "Natalie - Team Freedom" is just a computer generated "person" and not a real staff member at all. "Natalie" has been VERY BUSY sending these computer generated responses to customers who really just want what they've paid for....at the very least, contact with a real staff member who can resolve their issues. Shame on you Freedom. It's just appalling. Whilst being understanding of this difficulty with their technology systems, I did not see it as my role as a customer to be constantly chasing them for a follow up phone call which never arrived! I then advised Team Freedom (Sydney) via Messenger that I had been to the store and that perhaps both the Melbourne & Sydney Freedom staff members might be able to come up with a solution. However, the Sydney team just handballed it back to Melbourne to deal with. So I made another phone call last Friday to speak to the same staff member in Melbourne. He had already gone home, so end result of that phone call was that I had to explain the whole thing AGAIN and was put on hold for well over 20 minutes. No one ever came back to me so I hung up. My total phone call was 53 minutes! Despite having my details, no one ever called me back either! After having read FaceBook comments from other frustrated customers, we were very concerned that we would never get a delivery date booked in. We decided that we would cancel our order and went to Freedom on Sunday to cancel. Whilst we were in store, we spoke to other people who were also there to cancel their orders, as they were experiencing the same thing. No one ever calls back to help you. The Assistant Manager came to "assist" us and was initially polite after we explained how frustrated and fed up we were with their lack of customer service. He said that he might be able to "hurry things along" for us but we rejected this. His attitude then changed and he advised that our delivery "would never happen because we had an outstanding balance". We advised that the balance would be paid when Freedom could guarantee us a delivery date but we were not confident that this would happen, especially when our issue had been "escalated" at least 5 times and we were receiving zero service from Freedom. His attitude convinced us that we were doing the right thing in cancelling our order. We got a full refund and now just waiting for the amount to arrive back in our bank account.
- NSW, Moore Park
- Verified customer
Do Not Shop At Freedom If You Actually Want To Receive Your Goods
Purchased a couch and 4 chairs from Freedom (Ref: Order 1010090002533), an order of over $2000 which I was told was in stock at the time of purchase and would be delivered the following week. 7.5 weeks later and I FINALLY received my items after being repeatedly hung up on by the staff at Moore Park. I lodged a complaint with the ACCC and was informed from [name removed] Customer Service Manager at Freedom Furniture that I would receive compensation for the delay - lodged my compensation request with Freedom and have heard nothing. This is an absolutely criminal organisation who should not be in the business of selling anything to customers.
Particularly bad customer service
Reading the other reviews, it has become quite clear to me that Freedom are having some major customer service issues and worse of all, they have not put any steps in place to resolve these. I bought a couch in September and picked that specific model as I was guaranteed delivery within 10 days. We are now in December and I am yet to receive the couch. I have called multiple times, am promised an answer within 48 hours every time but no one ever calls back. I have now asked for a full refund and once again have been promised that someone would call me within 48hrs.
- NSW, Artarmon
- Verified customer
Quick to take your money, slow to deliver
Bought 2 items worth $2500 back in September, still waiting in delivery 2 months later. No update, when you call they take a message and tell you you wait 2 business days and when you visit in store they say they will have the delivery center call once they know whats going on.
Customer service is beyond terrible.
Poor quality & service too match!
Bought a Larsson sideboard and table in June. I was so disappointed to find workmanship was very poor, the sideboard appears unfinished and rough. Made a complaint in store and was told to complete a complaint form on Freedom website, I did and and provided photos. After 4/5 weeks of silence from Freedom I submitted a second form and now in December I am still waiting for contact from Freedom. In the meantime the table top has developed little holes.
Knowledgeable staff who are happy and not pushy.
Ive had my own retail business for 20 yrs, so customer service and the customer experience is very important to me.
I spoke with several lovely, not pushy in any way and knowledgeable staff. But the person who stood out was Anthony. A likeable guy who helped me with several pieces and whose customer service was out standing.
He needs a raise! Make sure you hold on to him.
Worst customer service experience ever and no delivery
Purchased an outdoor setting on October the 4th. Was told item was in stock in warehouse about an hour away. enquired about picking up directly but decided to go with delivery. Was told we would receive a text the following week and have delivered by end of week. Heard nothing after this. Called up after 2 weeks - told there was a bit of delay, expect contact following week. Nothing. Called again after this time. There was no answer. Sent an email through delivery enquire section on website. Auto response I will be contacted within 5 days. And ...again I received no response. I was sent a mass email - there is delivery issues- expect contact if youre affected. No contact. Now have been into the store twice. Told the same story, they fadf around a bit, print something, say theyll contact the office but cant provide any indication of when the order will be delivered. So we are now at 2 months later - and there has not been 1 bit of personal communication come from freedom furniture since placing the order. They have the $2,000 and they have just become invisible. I am actually shocked that a company of their size and reputation can behave in such an unconscionable manner. Its disgraceful. Going to the store again today and may cancel the order given this experience, and also seeing here so many others experiencing the same.
Worst Company in the World
I don't think any words can adequately describe Freedom Furniture and their disgustingly disgraceful dishonest condescending treatment of their customers. Having read the 100s of negative reviews, one can only assume Freedom Furniture will be in receivership before the end of the year.
We have had 14 weeks of living their so called computer issue nightmare and it has taken its toll on us mentally and emotionally. We made the decision to cancel our order for the furniture we loved as we are now of the belief that it will never be delivered an...
rapid downhill after store purchase
purchased $650 bookcase flatpack from Moore park in February19, store staff were fine, went downhill from there major...just received last of missing parts now in Nov19... head office customer service was woeful to non-existent...
they have a "new" help online centre which translates to NO phone number or person-to-person contact whatsoever...
EVERY request MUST go through a web portal, auto reply acknowledges request and states that a rep will get back within 5 working days... ha ha.. what a joke ... it's just a black-hole of customer service...
Never shop with Freedom anymore
After waiting for 16 weeks and chasing up the store for many times, we've been told that they were able to book me in delivery. I was happy at that time and got to the store and make the full payment. Then they told me go back to wait for a delivery message. But not received any, then called stored again and told me it was delivery date of all items are not lined up, I told them I will cancel the order if they don't resolve the issue. Eventually I received delivery message. I was happy again until the day before the delivery date I received a c...all saying 2 items missing, they couldn't find them anywhere in their warehouse. They use the excuse of system glitch again. After a two weeks with several calls, no one can tell me where are they. Never return calls and don't care their customers and reputation. Freedom, you really let your customer down. We will ask our money back not gift card because we will never ever shop from you again.
- ‹ Prev
- Next ›
Questions & Answers
How can the delivery price for two cushions (costing $76) be $59.95??? The store I am ordering from is within 1.5 hours.
When is your sofware update going to happen???when i first bought furniture from your store i was told a week max...however i am yet to get my furniture delivered even when it says that it is ready for delivery on the website??
How can I get in touch with a real person ?
Had chats with people on line at freedom but who knows when I get to talk to someone real. Brought two DAHLIA 3 Seat Fabric Sofa both are falling apart - feathers coming out and the fabric is full of bobbles they look terrible.
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.