Freedom Questions & Answers

FREEDOMS RESPONDS - Anthony (Freedom AU) Sep 3, 2025, 15:18 GMT+10 Dear Jai, We refer to the conversation, and would like to formally acknowledge our receipt of your claim. We wish to assure you that your claim has been taken seriously by Freedom, and we are sorry for the inconvenience you have experienced as a consequence of it. We have now thoroughly investigated your claim, and we regret to inform you that following the independent site inspection by a leather and fabric upholstery specialist, it is our conclusion that the peeling that you have reported to us is not a matter to which the Freedom Warranty applies, as it is not a manufacturing defect. For more information on the relevance of a manufacturing defect, please see the following excerpt from the Freedom Warranty: This Warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This Warranty is not transferable and does not cover products used for commercial purposes.

In addition, please see the following excerpt from the service provider’s report: "The inspection and assessment indicate that the peeling issues are a result of normal wear & tear or something rubbing against the leather during everyday use, such as jeans or other clothes, and also a lack of proper regular maintenance to moisturize and protect the leather surfaces" In addition to our consideration of Freedom’s obligations under the Freedom Warranty, it is the conclusion of our investigation that Freedom has complied with its responsibilities under all applicable consumer law, including the Australian Consumer Law. As such, we shall not be offering you a remedy under the Freedom Warranty or the Australian Consumer Law. If you would like to provide any further information that you believe is relevant, please feel free to send it to us and we shall ensure it is included in our investigation. Otherwise, we will not be taking this matter any further. Regards, Anthony | Freedom Warranty Team

Kind Regards Anthony

Please do not wear clothes sitting on your freedom couch, or it won’t be covers under warranty

Jai - it is the WORST lounge I have ever owned and I have NEVER complained about a product before but the lack of quality and false advertising by Freedom warrants a complaint - I had the same feedback from Freedom - its what you wear, independent person said not covered under warranty - what absolute [Content Removed]! Its false advertising - I scanned the net for reviews post our purchase unfortunately and so many people saying the same thing about the Sorrento - I would not suggest this lounge to anyone and given Freedoms lack of responsibility for correct advertising I will never buy from Freedom again - I have also advised everyone on renovation pages and the builder pages that we built with to help other people not make the terrible purchase decision that we did - how did you go with the ACCC?

Also very disappointed. Not so much with pulling, but that the cushions aren’t able to be turned over or rotated, so they sink and looked like hell after 6 months. Freedom’s response was rubbish - they said we need to spread the wear, and not sit in the same seats all the time. My response is that cushions should be able to be flipped over. Anyway I’ll never spend another penny at Freedom.

I also have the Sorrento from freedom - the pilling it TERRIBLE I hate it so much, it looks revolting. Never shopping there again

Hi, we have the same issue with this couch, the leather is peeling and have received a very similar reply as others have received from freedom directly. We have contacted Australian consumer law, has anyone got anywhere with their help?

Hi Louis,

This should be an alligator clip for this model. With this you should be able to lift one piece of the modular and this should release the clip.

Kind Regards, Team Freedom

thank you

Hi Stacy, Pilling can occur occasionally as a result of normal daily wear and should not be considered as a fault. There are many variables which can trigger pilling, including climatic conditions, atmospheric purity and user environment. Even specific clothing types (fleecy tracksuits, etc) can transfer pills from the clothing to the furniture fabric. As the fabric surface is rubbed, a single or small group of loose fibres on the surface begins to twist upon itself, forming tiny balls or ‘pills’. Often the catalyst that starts this process is a foreign fibre or speck of dirt.

Pilling can be successfully removed with battery operated pilling tools available to purchase in-store. ‘De-pilling’ only removes unsightly loose surface fibres and does not affect fabric performance.

For further information on fabric care please visit our website using the below link: external link 

I have also linked below to our fabric shaver that will assist in removing this pilling. external link 

Regards, Kyle P

Yes i too have the same problem with the Sorrento lounge that i bought with the Pilling. It hasn't even been 3months since i purchased this lounge and it looks like ive had it for years. I complained and received the above email.

This is ridiculous i have submitted a claim with Consumer Affairs. This is not the first time i have bought items from Freedom that is Faulty or poor quality.

Just terrible and so disappointing I have a vintage lounge also with no pilling at all. Well I can tell u right now I will not be buying the pilling shaver for my NEW lounge !

i know i have bought lounges from other stores that aren't as overpriced and have lasted longer never seen this issue with pilling. Its a shame ! The quality just isn't there i'd be better off buying from Facebook marketplace

May I ask what fabric it was that pilled, the lined look or softer material?

Hey Kyle P, How dare you ask these people to purchase a pilling shaver for their new lounge!!!!! Are you kidding me? Pilling shavers were never used when lounges were made with quality fabrics. Why don’t you just sell the pilling machine with the lounge then you can save the unsuspecting customer doing so themselves. I can’t believe you are defending the lounge snd mentioning pilling machines in the same sentence.

We have had the same issue with our Sorrento sofa bed. It looks so shabby due to the piling and it is difficult to clean despite the fabric guard we have used on it. We have also lost our back support as the cushions you sit on now slope backwards so you sink deep into the couch. Either the frame is broken or there is an issue with the foam in the cushions. I would not recommend this couch. So disappointed and am hoping that Freedom will sort this out given it is under its warranty.

Hi Sue, we have had the exact same issue. We had the Dr Leather come out and say they have never seen a couch like this. The back cushions fall down behind the back of the couch and I hit the back of my neck as I expected the cushion to be there not a hard wooden frame. Last week my son sat on the sofa and bed and hit his head so hard that we heard a crack on his head. We took him to hospital and Freedom said that Dr Leather said it was not faulty. How is this not a safety issue? We have had this sofa bed for 14 months and it has hardly been used and the Velcro doesn't hold the cushions up in place to protect you from the hard wooden frame. I would never recommend this product and Freedom need to improve their designs as this is clearly a design fault. I have also had pilling and have spent hours de-pilling. Sadly I will never buy from Freedom again. This is the 6th couch we have purchased from them with old leather couches being faulty and we got a refund as an independent report found the leather faulty. The quality is beyond lacking and unsafe. Save your money and go elsewhere.

Hi Catherine, Freedom fobbed us off following “an independent inspection” of our couch and told us that the couch/cushions had been designed that way and as we purchased it “knowing” this, so it’s on us. I agree that the couch is not fit for purpose. We too have been told to use a piling remover and I keep trying to remove the piling only for it to look like a shabby old couch a day later. I now permanently have a throw over it. with so many others complaining about the same issue. Do you think it’s worth us taking this up with the ACCC?

Neither will I buy from them again, My 3 piece recliner chase lounge has 3 completely different seats hieght leavel , the chase dips back at the tale bone position and need additional support for your back , the middle sits so high you feel.like your falling off and the recliner is another level, I've contacted freedom since delivery 6 months ago and still waiting for a an outcome,solution. Not to mention to hassle i had with delivery getting someone to understand that I'd paid for delivery was a nightmare. Plus it took 5 months for the order to arrive I will never shop here again

Hi Cassper Thank you for reaching out Please reach out to our customer service team who will be happy to assist you with this matter Please click on link below attaching photos of issue and a description external link  Once you have done this please advise me of your claim/ticket number so I can get one of the consultants to action this ASAP Regards, Mirjana

Hi Kay Yes it is possible to have the items delivered if they arrive earlier but ill need to advise of store of this so they can add separate delivery lines and you will receive updates with an email being sent out to you May i have your order number to provide this to the store Regards, Mirjana

Oh thanks that would be helpful! I purchased from Southport store and order no is 208011012178. Happy for all other items to be delivered earlier if they arrive and for sofa to be delivered separately:)

Thank you for providing that order number But Unforunately I'm unable to locate it Are you able to double confirm this and also if you can provide me with your full name and contact number Regards, Mirjana

#2080110012178 Placed on 8th of Feb by Kayla Thomas

Sorry I think I missed an 0

Thank you Kayla, I have passed this onto the store they should be in touch within 48 hours Have a lovely night Regards Mirjana

Hi Lence Thank you for reaching out I would suggest to go into your nearest store and see what lounges you like as we do have Australian made aswell We have like many other retailers ( nick Scali, Harvey Norman etc) have been advising customers of lead times of 20 weeks (overseas) Times are very unpredictable unforunately with covid businesses having to close down or not having enough staff due to isolating I hope this has helped Regards, Mirjana

Hi Mirjana, it is very worrying actually, why are you asking for full payment for online purchases. I have received furniture during covid from other retailers within 2 months. You cannot simply be blaming ports, or isolation as your reason. You need to reflect that in your orders, and COMMUNICATE. By the way your staff at the Preston Store are very rude and not helping me to process an order....not a great sign!!

Hi Lence, If your purchasing online , anywhere online will ask you for full payment? If you go into store you can pay partial You have come through asking a question and I've given you an honest response which in fact a family member has bought from Nick Scali and I've asked her the lead time and she said 20 weeks and another one bought from King and wont be due till end of April We are advising customers of lead times with extra weeks due to last year we didn't know what was happening as many retailers and lead times have been pushed back! So as you can see its an ongoing issue with our suppliers its not a blame game its fact.

I'm sorry that the staff were rude , This isn't the level of service we expect for any of our customer. I will pass this feedback back to management

Is there another local store that i can get them to contact you to process order, if so please advise which store and your full name and number so we can get this sorted for you :)

Regards, Mirjana

Actually I have two orders Mirjana, one delivered by Harvey Norman processed in June 2021 and delivered in August 2021. And another from Catalano and delivered in 12 weeks in late 2021 (both custom orders). 2 couches are expected between 09 May 2022 till 30 May 2022 as per your online system. Surely like many other reviews I have seen on this forum, on average everyone has waited over 6 months, so 2 months more estimated delivery time. This is unacceptable. If 6 months is the ETA, this should be said by staff and online. I work for ACCC and will now advice my management of this. In actual fact Preston Vic have notified in person that I should get these couches in April 2022, I don't believe this. So I just want a realistic answer and a full refund if this is not the case. Will you guarantee that. Thanks in advance.

So this year things have changed and lead times are longer as suppliers are back logged Ive advised you of our lead times and also compared it too other retailers from family members. If our system is advising April/May then that will be the lead time if there are slight delays you will be automatically notified If you don't believe this or feel comfortable I'm sorry as i am being upfront and honest with the lead times we don't expect to push you to purchase with us. Our customers are entitled to refunds if delays have been out blown

Yes Feedom Lounges are great quality, very comfortable and well made

Hi Trish, We have a wide range of leather and Fabric sofas with all different kind of comfort levels. I would suggest for you to go into one of our stores were a consultant/staff member can help you Regards, Mirjana

Only thing to remember Christine is dont - whatever you do - order it for delivery in the future. If you want something make sure you only buy what is visible on the floor and take it away yourself. Otherwise you will be waiting forever for supply. Be warned.

We have an electric recliner lounge, less than 6 months old and the mechanics are stuffed and the couch wobbles. I wouldnt recomend.

Hi Jan, I would suggest contacting a local sofa upholsterer and they will be able to arrange this for you. Kind Regards Jen

Hi Sarah, Thank you for your feedback I will pass this onto our buyers.

Kind Regards Jen

Hi Huda, Have you lodged a claim through our website? If you haven't this would be the next step to take for us to look into your issue. Kind Regards Jen

Ok I will do that

Not a problem

Hi T Hanna, Did you purchase the Hamilton sofa in Australia or New Zealand?

In New Zealand

Hi T Hanna, Since we are Freedom Australia i'm not sure how to reply to this one. I know some of our Chaises do have the seam running across the chaise. It was just the design of the sofa at the time. I believe out sofas her now no longer have that seam. Hope this helps Kind Regards Jen

Hi Honest Reviews, thank you for your feedback Kind Regards Jen

Hi Marky, Unfortunately we are a furniture company so no this is not something that we do. Kind Regards Jen

I was told 3 months, they then kept changing it and 6 months later I asked for a refund. My friends went to a different store and are in a similar position.

Hi Mira, Unfortunately we are unable to guarantee time frames. This is due to the fact that the majority of our stock comes from overseas suppliers and that there are circumstances that are outside of our control that may effect the delivery time frame. Kind Regards Jen

Hi Katrina, Do you have the ticket number for the claim that you submitted. Kind Regards Jen.

Hi Tess, The best thing to do would be to go to our website log in to our help centre and fill out a new warranty claim. The claims team will then be in touch to discuss the next steps. It usually takes about 5 -7 business days for them to get back to you. You could also follow the below link which hopefully works to take you straight to the page. If you need anything else please let me know. Kind Regards Jen

external link 

I’m having the same issue Tess, did Freedom get back to you?

Hi Michele, No unfortunately we do not sell covers for our chairs. Kind Regards Jen.