13,336 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.
We had an excellent experience ordering our sofa from Freedom. Devi from the Alexandria store was incredibly kind, insightful and helpful. She gave us great suggestions and went above and beyond in making the whole experience super easy. Show details · 1
Roxane looked after me her manner was polite and professional I bought a sofa and Ottoman set I was shown other colours and materials to be sure I had the right choice Roxane measured up to check measurements according to the house I also bought a double bed the whole experience was fun Roxane was very patient knew her job. I love the Freedom store nicely laid out and great products Show details · 1
I purchased 2 Barrett Recliner Lounges from Freedom in July 2025. When delivered they had been tightly wrapped in transit and the leather was squashed. I sent photos, Freedom sent an assessor and he confirmed they should be replaced. I agreed. However, the replacements were worse than the originals. Freedom made 3 more deliveries of Barrett… Read more
Lounges, all were worse than the original. By this time is was December 2025. I asked for a refund. They refused and only offered a store credit. This is against the law. They must offer a refund by Australian Law. I contacted consumer protection. They took 5 months to act. Prior to them acting I lodged a minor case claim with the magistrates court. I served them with a notice and they then agreed to pay. By this time it was 28th May 2026. Nearly 1 year since I paid for my order. Be warned this company does not abide by the law.
Reviews with attachments
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
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
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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
Latest follow-ups
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.
Excellent service, polite & respectful delivery men, happily unpacked daybed & took away box & put it in requested place. Very pleased with item & service thank you kindly. Meredith Show 2 replies
Follow-up · Very comfy & spacious daybed for reading & sitting, no assembly required, I have a large warm throw that protects the fabric, so easy to care for. The vista birch colour & style suits the bedroom beautifully.
I was very happy with the service that I received from Ash and the team at Freedom in choosing a sofa to fit in my small living room space. It is perfect! And it actually arrived earlier than I expected. The delivery of my sofa was seamless - Javed… Read more · 1
and his co-worker arrived early in the morning and took a very short time to remove the packing and put the suite in place for me. Having the packing all taken away was fantastic! Very happy.
Follow-up · I am loving my new sofa! It is so comfortable and it has opened up space in my living room. My old lounge suite was so dark and cumbersome. The light grey colour of my new sofa and ottoman makes my space so bright!
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Positive reviews
David and Ryan delivered 2 electric recliners that were almost too big to get through our front door! From the very start they both said that they would manage to get them in for us. They were very polite respectful and nothing to much trouble. Great to see in this day and age where customer service sometimes lacks. Great assets for Freedom Furniture Show details · 1
Our 2 sofas has been delivered in specified time and in very professional manner. In about 15 minutes Paul and Dom removed all packaging, installed legs and made them ready to use. All rubbish was taken on the way out. Pretty smooth experience. Thanks Show details · 1
Very happy with my lovely leather sofa. The delivery was on time and the two men were very friendly, put the legs on and positioned it where I wanted it. Wonderful service from Freedom. 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
Veni & Kasi were exactly who you want when receiving a delivery. They were friendly, helpful and had great communication, letting us know their movements and when they had arrived. We have moved recently so have had a lot of deliveries and this one stood out to us for the great service! Show reply
I went into the Joondalup store and was served by Raj. He was incredibly helpful, honest and very patient. He asked me questions I wouldn't have thought of and was able to advice me on what style and size might suit my needs. I highly recommend his service. Thank you Raj & Shaun. Shaun was great too! Show details · 1
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Good Afternoon Rosemary, Thanks for your feedback. … Read more