13,398 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.
Hi, I am happy with delivery drivers efficiency and communication prior to delivery. I am however disappointed that the armchair was not as ordered and had to be returned. Awaiting further update.
Ray and Shayne delivered our new couch. They were highly professional, extremely efficient and got the job done super quick. If I was to get a new couch delivered again, I would want it to be Ray and Shayne in the future. Show reply
Jared and Cameron were great had updates on arrival time, came when they said they would and helped bring the items inside with out any issues. Would highly recommend Show details · 1
Reviews with attachments
JASPREET and ANMOL take the rubbish and assemble the couch thanks so much Show reply
Our very heavy Mayon dining table and 6 Sweeney tub chairs were delivered by Ray and Shayne from Caringbah store. They were So efficient and very professional. The table was super easy to put together and the chairs came nicely Packaged so far only taken 2 chairs out of the boxes they are exactly what I ordered. Show reply
There was no issue with delivery. We were notified of our time frame prior to delivery date, on the day we were notified via a call that the couch was on its way. Delivery team were helpful and polite and worked quickly to get the couch inside and put together. Show details · 1
JASPREET and ANMOL take the rubbish and assemble my chair take it upstairs Show reply
JASPREET and ANMOL. Couch built and placed. Rubbish removed thank you Show reply
JASPREET and ANMOL Boys did a good job Took the rubbish away and set it all up ready to go Show reply
JASPREET and Animol - were fantastic, assembled everything and cleaned up. Show reply
JASPREET and Anmol were fantastic they took away the rubbish and assembled and were fantastic Show reply
JASPREET AMOL are great assembly and rubbish out thank you! Show reply
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JASPREET AND ANNOL They helped very well taking the chair inside and open the box and take the rubbish I would like to change colour I’ts not the colour I expected Show reply
Jaspreet and Anmol took the rubbish out and assembled furniture. Excellent job Show reply
JASPREET and ANMOL took rubbish out and assembled the couch.very good Show reply
Well done to Jaspreet and Anmol. They opened the boxes and took the rubbish Show reply
New double bed delivered by Ray and Shayne from Freedom. Awesome fellas, very respectful and friendly. Great service, informed every step of the way with real time tracking. Show details · 1
Very smooth service from the time we bought it up to the time it was delivered. Very convenient. Show details · 1
Latest follow-ups
Marika was very polite & helpful with my decision making, explaining every detail. Show details · 1
Follow-up · Very prompt delivery, love everything we purchased
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
Follow-up · The item was a dresser stool, it costs $136. I was never refunded and no one from Freefom contacted me concerning the delivery issue.
David and Ryan navigated a narrow driveway expertly and delivered our 2 heavy bookcases fast and efficiently. They put them exactly where we asked them. Show reply
Follow-up · Did they clean up? They didn’t make a mess. How was booking? Easy. Was setup included? No.
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Positive reviews
We visited Freedom at Moore Park Supa Centre on Saturday to look at replacing our existing Freedom sofa after experiencing some issues with it. From the moment we arrived, Kate was friendly, approachable, proactive, and incredibly helpful. She was available as soon as we needed assistance and made the whole process quick. I’d also like to thank… Read more · 1
Kate’s manager, who was equally supportive. Together, they turned what had been a disappointing experience with our current sofa into a genuinely positive one. Their customer service, follow-up, and willingness to help were outstanding.
Thank you, Kate, for your professionalism and excellent service. We really appreciate your help and wouldn’t hesitate to recommend you and the Moore Park team.
Excellent delivery service! The delivery person (David & Ryan) was very professional, friendly, and helpful. They carefully carried the item all the way into my bedroom and showed great attention to detail by avoiding my kids’ toys on the floor. I really appreciated their care and professionalism. Highly recommended! Show reply
Gas lift bed is great and we surprised ourselves by assembling it in just a few hours. Delivery was on time and Ray and Shayne travelled up the 3 flights of stairs with no complaints. Thanks Show reply
Negative reviews
NO CUSTOMER SERVICE ON LINE ORDER = hideous delivery schedule - totally suit themselves, I had advised delivery could not take place until after a certain date - twice!. They decided to cancel on line order. A 35% restocking fee is being charged!!! DO NOT ORDER ON LINE Show details
Hi Deb, We're sorry to hear about your experience. We… Read more
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
Recent reviews
Mika and Steven were excellent in delivering my couch - brought it up two flights of stairs no hassles, assembled everything for me and took away all the packaging. Could not have asked for better highly recommend. Show details · 1
Veni & Kasi contacted/communicated with us prior, then touched base again once they were near, then arrived, greeted us very nicely. Unloaded promptly, very strong guys, easily brought it in to the bedroom, unwrapped & put it on the base, made sure we were pleased, and said a nice goodbye & to have a good weekend. All was great! Very pleased with the delivery. Thanks guys! Show details · 1
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Hi there, We’re very sorry to hear about your experience… Read more