13,360 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 gentleman were extremely friendly, helpful & placed huge consideration in not damaging the boxes. They went beyond expectations in helping us with placing the other mattressess in the rooms. We are so grateful for the quick and easy delivery and a great experience. Thank you Show details
David and Ryan arrived on time and parked in front of our house in a difficult and tight street. They were fantastic in carrying in the large and awkward boxed item and offered to assemble the heavy duty bookcase. They were further outstanding with the assembly as it would’ve been difficult for us due to its weight and size. Show details · 1
Staff in store were very helpful when discussing potential access issues for delivery of a sofa. After the purchase, communication regarding delivery was excellent, with a choice of days given within the expected delivery window. On the day before delivery I was given a 3 hour time window, and on the day of delivery received a telephone call from… Read more · 1
the delivery team (Sair and Bond) in addition to access to a tracker.
Delivery was fast and efficient, with the sofa assembled and all rubbish removed.
The whole process from purchase to delivery was impeccable, and I can't wait to enjoy the sofa.
Reviews with attachments
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
Mario and his offsider were considerate and professional when delivering the lounge, respectful of not damaging anything while navigating doorways, and not touching the upholstery with dirty hands. Thank you Mario. Show details · 1
JASPREET and Anmol just delivered our new sofa from freedom furniture. They also took away all the packaging. Show reply
JASPREET and ANMOL are the best. Carried it up stairs with no worries and set up for me. Perfect job. Well done boys! Show reply
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Jaspreet and Anmol arrived and carefully took my daughters couch out of the boxes they placed couch in the room we asked set it up and removed the boxes they were courteous and pleasant very happy with the service 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
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
Latest follow-ups
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.
Anna gave good and helpful advice re our purchases. She helped us find a table we wanted that was not on display. Show details · 1
Follow-up · Glass table with timber legs. Self assembly - very easy
The delivery from Freedom was handled very professionally. We knew the day of the delivery but then we're told the time, which was adhered to. The goods (lounge suite) was bought in very carefully, unpacked and put in position. The packaging was removed. The delivery drivers were professional, friendly and careful. Overall a pleasant experience Show reply
Follow-up · Freedom delivery is expensive, $250 to deliver a 2 seater sofa. However the communication and tracking are excellent. The delivery drivers (contractors i think) were efficient, very clean, they unwrapped the sofa and took the packing material. Overall a good experience.
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Positive reviews
The delivery guys Netti and Valu were absolute legends. We have a very steep driveway and over 40 steep steps up to our house. They were professional and got the job done. Appreciate it Show reply
They were fantastic. Going the extra mile. Couldn’t do enough and thought through the process eventually managing to deliver it via the lift. Please thank the team for me! Olivia Show reply
Friendly, professional, highly experienced, fast and meticulous with careful consideration of not doing any damage. Overall the experience was outstanding with David and Ryan. Show details · 1
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
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
Just had Ray & Shane deliver my new sideboard and very happy with the service. They text me with date of delivery a few days out, again the day before to confirm time and again on approach. No waiting around all day for a delivery! Ray & Shane were very courteous and friendly and delivery was quick. Show details · 1
Our delivery arrived on time and no issues. Mika and Steven were fabulous and efficient. Nothing was a problem. Very kind to offer to setup and remove the cardboard. They explained Freedoms ethic around recycling. Show reply
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Hi Deb, We're sorry to hear about your experience. We… Read more