13,306 reviews
AI reviews summary
Overall sentiment is overwhelmingly positive, primarily driven by a high-performing delivery network and attentive in-store staff. Customers frequently highlight the professionalism of delivery teams who provide end-to-end service, including assembly and rubbish removal. However, a small but significant segment of reviews reveals critical failures in the "Online Exclusive" marketplace, specifically regarding poor communication, difficult warranty claims, and significant delays.
Pros
- Exceptional Delivery Personnel: Delivery teams are consistently praised for being punctual, polite, and communicative, often providing 30-minute arrival notices and real-time tracking.
- Comprehensive Setup Service: Most deliveries include efficient assembly of furniture and the complete removal of all packaging and rubbish, which is highly valued by consumers.
- Knowledgeable In-Store Styling: Showroom staff are frequently commended for providing personalised design advice, material care information, and helping customers navigate spatial constraints like lift measurements.
- Careful Handling: Teams demonstrate high levels of care when navigating difficult spaces, such as narrow hallways or multiple flights of stairs, ensuring no damage to walls or flooring.
Cons
- Online Exclusive Failures: The online-only marketplace model is a recurring pain point, with reports of incorrect items being delivered, long shipping delays, and a lack of phone support for resolution.
- Warranty and After-Sales Friction: Several users reported "abysmal" experiences with the warranty department, citing denied claims for faulty items and a lack of accountability for products that arrived damaged.
- Extended Lead Times: While many deliveries are fast, a segment of customers experienced significant delays, in some cases waiting up to 17 weeks for their furniture to arrive.
- Quality Discrepancies: There are specific complaints regarding the durability of certain materials, such as pilling fabric and delaminating chairs, which were sometimes dismissed by the company as "normal wear."
Verdict
Freedom is an excellent choice for customers who prefer an in-store experience backed by a reliable, high-touch delivery and assembly service. However, consumers should exercise caution with "Online Exclusive" purchases and discontinued items, as these segments appear to have lower quality control and significantly more difficult customer service pathways if issues arise.
The service from Amanda at Frankston Home Centre Store was Amazing. The rest of the staff were also very polite & helpful. We are now looking forward to next Saturday when our mattress is going to be delivered. Thank You Amanda & Freedom Show reply
The process was quick and efficient from ordering to delivery. David and Ryan worked well together to unload and put the heavy boxes where required. We would happily shop with Freedom again. Thank you Show reply
Hi love to give a shout out to Freedom Warrawong for their excellent service, very easy to deal with and great communication. Ray and Shane who delivered our new lounge were so nice, friendly and very professional they gave exceptional service. I was so happy with the removal of all the packing and the placement of the lounge just great thanks guys! Show details · 1
Reviews with attachments
Beautiful product and amazing colour; it’s the perfect addition to me setting up my new place. The delivery drivers were also super friendly & helpful, even taking the packaging away - thank you! Show details · 1
We’re very happy with the quality of the HAMELIN Entertainment Unit. Delivery was quick and seamless - thank you Clayden & Patrick! Assembly was easy, and the unit looks great. Highly recommend. Show details · 1
Claudia D at Freedom Caringbah was extremely helpful & showed us different choices with our coffee table. It was an pleasant experience buying our table. Show details · 1
Amazing delivery from Ray and Shayne! Very helpful and efficient Show reply
Served by Felicia/Pie/Deci Lissi was super helpful in helping me find the right curtain texture and colour for my place, very easy to talk to and had a chill chat to figure out what I was after. Deci was super kind and sweet and suggested I talk to Pie; who was super helpful to help me find a colour palette for cushions that would complete my home and was super patient. Greatful went to the store at Alexandria, will return again very soon! Show details · 1
Ray and Shayne were absolutely amazing! After a disastrous week with little help from Freedom, our lounge was finally delivered by these two incredible men! They were helpful, respectful and went above and beyond to ensure that our new lounge was in and set up in the right spot. Could not have asked for any more from them. I will be requesting these two for our next delivery if we need it! Show details · 1
Freedom shop its one of my favourite to go and enjoy the experience , Special thank you to Dylan L super friendly ,helpful,professional . Regards Oleg _April Concierge Show details · 1
David & Ryan expertly delivered our Buffet in a lift to our new apartment. We were impressed with their courteous manner, timely delivery and the communication prior to delivery. Highly recommend these 2 men. Regis Show reply
Efficient and careful delivery of a couch today by Jace and Matt, with a quick clean up. Thanks guys! Show reply
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Liam and Shane were so careful, knowledgeable and helpful! Very happy with their delivery service and our new freedom furniture Show reply
Absolutely amazing experience from start to finish. The whole process was efficient, fast, reliable and an absolute pleasure to deal with. From the helpful advice in the showroom, to the logistics team keeping everything organised, right through to the delivery team who were professional and punctual, every part of the experience was seamless. … Read more · 1
The couch is beautiful and the customer service was exceptional. I genuinely cannot fault a single thing. Highly recommend!
Fast, clean, friendly and respectable delivery team. I was quite specific about my new flooring and they took the time and care to ensure all aspects were done with care. Cheyden and Harley were fantastic. I’ll be requesting them again as compared to other deliveries I’ve taken from other suppliers these guys were great! Can’t wait to finish off the room now our beautiful lounge has arrived. Show reply
The staff were attentive and knowledgeable. They made the whole experience easy and stress free. Jane and Nick were fabulous. Show details · 1
Fantastic in store service and delivery was quick. Delivery drivers unpacked and took all the rubbish away. Being able to track the delivery was so handy too Show details · 1
Had Jaspreet and Ammol deliver today and what lovely helpful men there were. The were courteous helpful and knowledgeable re set up - much appreciated Show reply
Latest follow-ups
First time visiting Moorabbin Freedom and we had such a positive experience. Served by Sienna who went above and beyond to help us with several big purchases. Sienna was knowledgeable on products and also gave us good advice when we asked her… Read more · 1
opinion on stylings. It was a busy Sunday afternoon nearing close, but this didn't alter Sienna's professionalism with us at all. We were so happy with our purchases, and had an overall lovely experience due to Sienna's high level of customer service. Thankyou!
Follow-up · Yes, we got everything delivered for free as part of a promotion. No, everything was not in stock. So delivery was staggered, although delivery was quicker than initial time frames given which was good. We purchased an 8 seater dining table, 3 bar stools, rug, coffee table and 3 piece lounge and cushions.
Delivered broken items and not responding to enquires – My Tidal armchair has arrived broken. No replies to emails and “warranty claims” - although delivering a broken item is not a warranty claim. If they don’t reply soon it’s off to the ACCC for a response. I have trawled the Freedom website for a phone number without success. Still waiting for a new chair or plan to receive one on June 3rd. Show details
Follow-up · Avoid Freedom online. The post purchase customer care was awful. Slow to reply to emails and then warnings to respond immediately to their emails or case will be closed. The in store team service is much better.
My own fault, had a bit of a mix up and complications with some furniture and spoke to Dan at Moore Park Super Center. Dan went out of his way for me, kept me up to date and explained the process clearly. Nothing was a bother to him. What… Read more · 1
wonderful customer service Freedom! Happy with outcome and just wanted, once again to say big thank you to Dan, not many sales people like him. Will continue to shop and recommend Freedom Moore Park. Very satisfied.
Follow-up · Still very happy. Couch is a lot firmer than the one in store. But chair is excellent. Delivery was quick with the men setting up furniture for me and removing rubbish. Dan at Freedom, Moore Park was so happy to help me and went out of his way.
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Positive reviews
Today visited Osborne park Perth thinking of something for our farmhouse , Roxanne picked us out knew we needed help , her customer service was great , so refreshing Ended up buying a beautiful lounge and rug Thanks Roxanne So very happy Can’t wait to get the products Show details · 1
I had a delivery from Freedom - a sofa bed. The delivery came on time. The two gents who delivered the sofa bed - Alf and Sam - were amazing. So friendly, helpful and kind. They positioned the piece of furniture exactly where I wanted it. They unpacked it beautifully and took away all of the packaging... all with a smile and cheer. Alf and Sam made this experience amazing - I can't thank them enough Show details · 1
Had our Barrett sofa and dining room table delivered. We were very nervous as we weren’t sure if the sofa would fit, however Cheyden assured us he could get it in he and Patrick would have to bring it up the back stairs. They did a fantastic job and if we ever buy anything else from Freedom I will be requesting that the delivery guys are Cheyden & Patrick. Show details · 1
Negative reviews
Disappointed in the attitude and communication from both drivers. They called to say they had arrived at 246pm where I advised them I was at work and my partner was 5 minutes away picking our son up from school and would be home in 5 minutes. They said ok, then called back at 251pm, understandablu, but extremely rude telling me they wanted… Read more
approval to leave it at the front or to reschedule it. I asked them to wait as my partner was less than a minute away. They then continued to call me multiple times within the span of 1 minute to where I answered as my partner arrived, then he hung up.
I understand the schedule and the notification that we received but they arrived at school pick up time and had no appreciation for that. If they were calmer, we could have had a better interaction but one was rude, the other agreed then at the end they were both rude basically shouting at me over eachother repeatedly trying to get my approval to leave it at the door. We paid for delivery services, so that was not ok.
The product itself, amazing.
Hi Laeren, Thank you for your feedback, and we apologise… Read more
Very disappointing experience with Freedom Furniture. A faulty item reported in March is still unresolved over 2 months later. Endless delays, poor communication, being passed between customer service and store, and no accountability. Initially offered store credit for a faulty discontinued product, then repeatedly told “the store will contact… Read more
you” which never happened. Now even the refund process is complicated.
Definitely reconsidering shopping with Freedom again.
Hi Jen, Sorry to hear about the ongoing issues, waiting… Read more
Never buy from Freedom Furniture again. Ordered online, never received the item. Contacted customer service, and was told that someone will email me within 24 hrs. After a week, still no response. TERRIBLE COMPANY! Stay away from this furniture company. Show details
Hi there, We’re very sorry to hear about your experience… Read more
Recent reviews
Lorraine is very helpful, she helped us to find the perfect sofa that I long for. She recommended the colour and gave us all the information of how to maintain the sofa Show details · 1
Freedom delivery team Ray and Shayne were excellent. Punctional arrival and generously carried my table and chairs up four flights of stairs effortlessly. Thank you very much! Show reply
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Hi Penny, We're sorry to hear your Tidal armchair… Read more