Freedom Kitchens is offering one reviewer each month (starting from January 26th 2018) the chance to win a $200 Freedom Gift Card to their customers to encourage them to write a positive or a negative review. It is possible that reviews were written by customers who received such a reward.
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Looks good on installation but doesn't hold up!!
I shopped around before we ordered with Freedom, we generally had a good experience with the sales and installation, however the product just doesn't hold up. My kitchen is less than two years old and looks appalling!!! My beautiful black kitchen is definitely not finger print proof and believe me when i say i have tried everything!!! Unfortunately we also had the black laminate on one of our bench tops, its marked from even placing a cup down. I am at my witts end and really feel like the $30k we spent has been a joke!! I would never recommend them or use them again.
Bad experience with Freedom
My kitchen was meant to be in and out within one day, it took 6 weeks!! Problem after Problem with Freedom Manager (Julie in NSW) plus the installers MBT Projects. My kitchen removed and left with nothing for 6 days.... except my old kitchen in my garage for 2 days. l had to harass them to get it removed and that happened at 6.30pm one evening in the dark. The installers were about to secure the island bench in the wrong position they had No idea it was moving position, this happened again with another cupboard. I felt l was bullied by Freedom ...told that any damage to my new floor would be my responsibility, until l threatened to go to VCAT. MBT Projects did actually damage my floor and had to pay for the repairs (over $1000) but l got all the inconvenience of getting brand new floors re sanded due to damage caused. I had 16 email exchanges with the girlfriend of the installer as they refused to fix a hole in my wall and a damaged skirting board that was caused by them. I had to escalate the problem to Management yet again and argue and send off all the emails to Management to show the Bully. You have to pay for everything upfront with Freedom and also with the installers and once they have your money try getting things finished or fixed. You can not speak to anyone at Freedom contact is via email and they do not answer for 2 days. My kitchen is very nice 6 weeks later, but the angst, harassment, arguing and bully from Freedom and Installer is totally unacceptable and is downright draining, and basically was not worth it. l should have got a smaller local kitchen company that are willing to work with you not against you like Freedom. And you as the consumer can not do a thing about it..... I have written to Consumer Affairs and ACCC regarding the practises of Freedom Kitchens Not happy at all with the Service - Sorry NO SERVICE. Will Never use them again
Installation problems !!
My kitchen installation began back on 1st February and unfortunately is not complete over 4 months later !
While my Freedom designer and the online design team were excellent, and the quality of the cupboards very good, I cannot say the same regarding installation. Freedom do explain that the installer is a subcontractor, having said that I thought it reasonable to assume that they would only recommend a reliable installer but have found that is not the case. Freedom have since been to my home to inspect my kitchen and have agreed that it is...both incomplete and repairs are needed ( my microwave trim kit is not installed and I have drill holes in a fridge side panel) More than three weeks later not only have they not carried out the work but they have not given me a date as to when I can expect it to happen. Installation having begun over 41/2 months ago I am afraid that my patience has run out. I would love to have been able to recommend them but ultimately any kitchen is only as good as the installation. I have to say to Freedom your brand and reputation is being ruined by bad sub contractors ! My guess would be that they have so much work at present that they don't care. In my experience if you have any problems with your kitchen installation you are going to find it extremely difficult to have them fixed !
Be warned you are not dealing only Freedom kitchens but their third party contractors
Freedom Kitchens to a point were great it was when the install happened that we had a bad experience. Freedom provide you with the contractor and prepare the trades quotes but then accept no responsibility if there's a problem. The contractor charged us $1892 to install the kitchen and tried to finish it in 1 day. When they couldn't finish they said parts were missing and that they would organise with freedom to get the parts. After they left I found these parts in the rubbish !!!! Also we noticed non of the overhead cupboards opened or closed ...properly. The bulk heads were not installed correctly and the doors on the bottom cupboards were not straight. We paid over 10k just for the cabinets..... We tried to take it up with the contactor who directed us to Freedom who then told us our installation contract was with the contractor and has nothing to do with them. We ended up having to pay another contractor $450 to finish off the kitchen as we expected. We also tried to get a refund for the items in the trade quote that wasn't supplied 1. Matching bulk heads and cornice $195 2. Rubbish remove $85 Extraction hood install $95 But as we paid the contactor on the day in full as requested we have no chance of recovering this. In a nutshell be aware of what your signing and don't pay for everything in full until your happy with the kitchen
Disorganised and unhelpful
This review is based on my experience from 2016, so please take this into consideration. However reading some recent reviews suggests things are largely the same...
The in-home sales/design service was generally good. The salesperson was quite pushy however, offering a ‘tonight only discount’.
The available cabinet configurations were somewhat limited which presented layout compromises in our design.
Once moving forward with the kitchen, we realised freedom are no longer involved in the process. All trades are coordinated through sub-contracted parties, with a large part of the project being left to us to coordinate. Some of the trades people were not of a high standard (electrician).
POOR QUALITY BAD CUSTOMER SERVICE
I paid $17K for my kitchen and it's full of faults. After asking Freedom to fix these issues and getting no response I have finally taken the to VCAT and Building Disputes Victoria. A friend of mine is a producer on the TV show The Block. Freedom used to do The Block kitchens but my friend informed me that due to constant issues and bad quality they no longer do them. Hopeless company!
Can't do custom
This review is based only on the measure and quote process as we didn't go ahead with the install. I was really looking forward to the design process and quite excited about the appointment. When the designer arrived I just didn't get that vibe from him, in fact there was a lot of silence which was quite awkward - was I supposed to be sitting there with him or should I just go and do something else? I just sat at the table and looked through the brochure he had brought with him. He went about doing his thing and presented the design. It was ...great that he had the technology to draw it up on computer and show the design on the day. Once he had quoted he said we needed to go online to do the paperwork. I told him we would not be committing that day as we were doing our due diligence and getting a few quotes. He mentioned he didn't want us to miss out on the discount. I responded that Freedom is always offering a discount (the discount period has in fact been extended twice). With this he started packing everything up and left in a huff. He left me only with a piece of paper with part of the quote scrawled on it and his phone number written at the top. While he was packing up I was adding the extras to the paper myself (such as LED lighting) and making sure I had the full cost written down. He didn't even leave a brochure behind. We were intending to get quotes from Kinsman, Impala Kitchens, Kenwood Kitchens, Apollo Kitchens and a joiner/builder so we could do a good comparison. Based on this designer's behaviour and the lack of any subsequent follow up from Freedom we were never going to go with them. If Freedom don't follow up on a quote imagine trying to get a desirable project completion out of them. Furthermore, they only work from standard cabinetry sizes so for us this limited the design potential of our space. After getting several quotes we have gone with Apollo Kitchens. They have been absolutely amazing in terms of service and care and they can compete with the pricing of Freedom and Kinsman while offering the bonus of custom cabinetry. The functionality of our kitchen will greatly benefit from this. Our location is Sydney and the designer was Istvan.
Poor Customer Service
The issues I have had include:
1) recommending a bench top that required a waiver. Portofino to my mind is an inferior product and should not be recommended to anyone. I was talked into this product by the salesman who told me it would be better than all other surfaces - it is NOT. I have complained almost from the time it was installed. What I understood was that staining and scuffing might occur if I was not careful with the surface - I am EXTREMELY careful and yet the marks occur.
2) I took the trouble of going to the showroom to ensure w...hat I was getting was what I wanted but there were no sinks or disposal units available for me to inspect so I had to trust the word of the sales staff. 3) the salesman recommended that I purchase a cheap sink as he told me that it would be fine and I would never know the difference. He suggested a model that IS NOT fine. For a start it runs horizontal to the benchtop so that water splashes out easily when there was plenty of room for a basin that would sit parallel to the bench top. The tap I purchased from Freedom to go on this sink wobbles as the sink is of such poor quality that it does not sufficiently support the weight of the tap. I was told by the staff in the showroom at Penrith that they would work well together. I had a plumber out as I thought I had a tap problem but it was just the inferior quality sink. Again, I have complained almost from the time it was installed with no response from Freedom. 4) the underbench bin system has bins that are of a size as to be unusable for my purpose. When I asked Freedom to rectify this right from the beginning I was told I would have to take it up with the manufacturer. I did so only to be told it was the fault of Freedom in selling me these bins and a new one was going to cost me a lot of money. To make matters worse the lid of the bin system cannot be fixed in place and is unusable. To further add insult to injury, the bin system I purchased was 3 times the price of a superior system I later saw at Bunnings.
I should have known to avoid Freedom Kitchens from the 1st visit with the designer - who turned up and said "I left my computer, samples and tape measure at home." This meant I had to get down on my hands and knees and measure with a 30cm ruler. Alas, I went ahead anyway. I got a new designer who was good but once I paid my deposit the customer service pretty much stopped. The kitchen is now installed. The push touch drawer system is terrible - very cheap and nasty. The biggest problem is that neither the designer or site checker picked up on ...the fact that the bench tops needed to be 700 depth. They were installed at 600 depth, which means my gas cooktop and stone splash back are not compliant under regulations. The flame off the cooker is very close to the stone splash back - which is a fire hazard. Also I pretty much can't use the back two burners any way as there is no room for pots and pans, being so close to the wall. They also didn't allow enough room behind the drawers for the cooktop/oven pipes and power point so one drawer sticks out 3cm. For a $17K kitchen I'd expect way more quality, service and professionalism. The kitchen has only been in for 2 weeks and we are already looking at getting bits of it fixed with another cabinet maker. Freedom are the McDonalds of kitchen companies. I recommend going to a small business cabinet/kitchen maker who will listen and communicate with you and who has an eye for detail.
Paid for premium option. The salesperson assured us of the quality. Their sales tactic is based around getting a signature on the spot and nailing you for variations, you will have them. The consult is not as helpful as it could be and it felt like some options they pushed more out of convenience/margin than what was going to work the best.
Cabinets turn up and the tall end panel has to have a butt join as they don’t do panels over 2400 high. We had to outsource the island back panel as they wanted to join that too.
Factory quality control ...was lacking. Some of the annoying stickers they put on everything where covering imperfections in the doors. One drawer front was completely the wrong size. They delivered replacement panels eventually but It was on us to replace them. Overall the product sits somewhere between Kaboodle and Custom. Ok for an investment property or lower budget renovation if their price is right. Don’t be fooled into thinking it it premium.
Waiting almost a year for replacement parts
Had a wonderful kitchen installed but several door were damaged. No problem - they would have them replaced. The originals were satin finish. Replacements- all three sets, were the same colour but different finish. We even supplied a sample of their product to match.
We are at the point of exhausting Freedom’s list of standard excuses with the anniversary of the install fast approaching.
Good product but hopeless replacement service. I guess the high price doesn’t include getting the correct product.
Very disappointing experience with Freedom. Problems right from the start, first designer left without leaving any documentation so we had to go through the design process a second time with a new designer. Laundry was installed but didn’t meet the design that had been discussed so cabinets had to be replaced. We currently have a half installed laundry and have been waiting 4 weeks for the issue to be resolved and an installer to come back and finish the job. I understand mistakes happen but It just seems like no one really cares, I’ve spent so much time making phone calls, being transferred from different areas trying to get the job finished. Wish we had have gone with a smaller cabinet maker or kitchen company :(
Watch out! If you cancel during your cooling off period, don’t let them take $800 from your deposit!
Despite cancelling the contract within the cooling off period, the designer tried to charge us a fee of $800 out of our deposit to cancel, despite us having been told contrary terms by the Area Sales Manager.
After numerous emails the designer insisted that there would be a minimum fee of $800, pointing to clause 15.3C of the contract. There had been no mention of this charge during our original design meeting when the contract was signed. My reading of the contract prior to signing had interpreted this amount as being a fee for repudiation ...of the contract. Sure enough, when we questioned this with Consumer Affairs Victoria, they advised that this $800 charge was for a repudiation of contract outside of the cooling off period. They also advised that to threaten a client with this charge - making them feel they had to stay with Freedom Kitchens or lose $800 - was a breach of Australian Consumer Law and to take it to VCAT if the deposit was not refunded. Once we confirmed our intention in writing to the Area Sales Manager to escalate the matter to VCAT, we received an email within minutes indicating that our full deposit would be refunded. This was appreciated, but there had been no response from her throughout the previous week when we had indicated three times our intention to cancel within the cooling off period. Instead, the designer, no doubt anxious to lose his commission, had offered a redesign but also assured us several times that we would most certainly lose $800 if we cancelled. When we tried to check this with the sales manager, there was no response.
Failures at every step
Delays in dealing with errors.Procedure is fraught with some excellent staff but they only deal with their bit, then flick it to the next stage. This results in you having to send many many messages and spend heaps of time online repeating the problem(s) to the next person allocated to your job. Refund offered for one stuff up was for materials only, not the patching, painting and delay in trades waiting. No clean up.Had to ask installer to sweep as he asked me to sign off standing in sawdust. Every time a freedom trade visited there was only at best a wipe, no cleaning, rubbish left, stood on new bench tops when asked not to....
No benchtops bad service
Our kitchen was delivered 2 weeks ago minus the benchtops. I have lost count of the number of phone calls I have made,same answer every time we are looking into it. Just not good enough, you had full payment on time, extremely bad service. If the benchtops are nowhere to be found, I want new ones made an delivered immediately so disappointed bad service
Questions & Answers
Hi Freedom Kitchen,
can you please give me a PM regards my job? I'm not having a great experience thus far, and it is so difficult to call the office, no one answers.
Hi Andy. We are sorry you haven't been able to get through. We have sent you a private message to follow this up. Regards, Freedom Kitchens
Has anyone who has been unhappy with freedom kitchens ( They basically lied , left exposed untiled areas , charged us easily 5k extra.. the list goes on ) gone onto fair trading or taken them to court ?
I sincerely think they sell false dreams , their whole contract process is almost not legal( making people sign contracts before complete drawings / no cool down period )
Would there be anyone interested in joining me if I got legal help ?
Yes i also needed to bring in a plasterer to fill in the gaps.
Their nominated plumber was hopeless....the insinkerator was not securely attached and actually came off its bracket after 3 months leaving us obviously to clean the mess and get another plumber to reinstall.
Did you do anything about it ? I am going to go through Fair trading and then down the legal route .
Thank you for your feedback. We have been in touch with you to attempt to resolve the issues you have outlined. We have inspected the workmanship completed by your installer and we remain committed to assisting you with reaching a resolution between your installer and yourself. I will have a Case Manager make contact with you to see how we can help complete your kitchen. Kind regards, Freedom Kitchens.
Has anyone in south-east Melbourne had a Freedom kitchen done? Who was your installer and are you happy with the job? Also, would you mind sharing how much it cost?
we are in qld i dont think our installer will come that far but the people here are realy good we had no trouble with any off the tradies or the people in the office hopes this helps
We are in Carrum Downs, designed and put a deposit down for a kitchen before Covid started. Still haven't had a final site measurement so our cabinets won't have even been ordered yet. If I hadn't put a deposit down I would be going elsewhere. Their communication has been shocking.
Hi Taylah K. We've sent you a private message so we can assist. Regards, Freedom Kitchens
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