Freedom Wardrobes

From consultation to installation the process was seamless...the expert support and guidance from the designer who helped me work out what I needed to the installer who delivered great quality work and left no mess behind! Show details

Before engaging with this company, consider carefully whether customer service, communication, and accountability are priorities for you. We had our final plans reviewed and signed off with the installer, only for someone in the production team to… Read more

make a significant change without our knowledge or consent. I signed the final document in good faith, trusting the expertise of the team, unaware that the plans had been altered.

As a result, we are now left with two incomplete wardrobes and incorrect components sitting in cardboard boxes throughout our home. After spending nearly $30,000, my daughters are currently living out of plastic tubs. We feel blindsided and extremely disappointed by this experience, and have lodged a case with Fair Trading.

From the Design Consultation through to final installation. I cannot speak highly enough of Freedom Wardrobes. I had a number of companies quote on the new wardrobes I wanted, however the only company that listened to what I needed and offered the best solutions was Freedom Wardrobes. The final product exceeded my expectations, and the communication throughout the process was great.

Great product, price and service! – Finally able to enjoy our beautiful built-in wardrobes (two in separate bedrooms) after waiting for Covid restrictions to lift and lockdown restrictions to ease. These wardrobes are gorgeous to look at and wonderful to use. Thank you for the flexible design (which had to work around a chimney) and the easy process to arrange the final site measure… Read more ·  1

and installation. And every time we needed to make contact via the online message system, we always received a prompt and courteous response. We were so satisfied with the product, price and service, we are now saving for a Freedom Kitchen - and we would definitely recommend Freedom Wardrobes to others.

I love my Freedom wardrobe – I had such a good experience with Freedom, right from the start, including going to the showroom for the design session, and the communication was very good, so that I knew what was expected and timings. The finish product looks amazing and I am very happy with the results. Show details ·  1

I’m extremely disappointed with my experience so far. We chose Freedom Wardrobes because we wanted reliability and confidence for our new-build timeline, but instead we’ve been left completely in the dark. After paying the full amount and being told our wardrobes were “ready for delivery and installation,” I was suddenly advised 4 days before… Read more

that the colour we selected isn’t even in stock and won’t be available until mid-January — despite installation being scheduled for 21 November and our move-in set for early December.

I sent through three very simple questions asking how this could happen, why final payment was taken if the order couldn’t be fulfilled, and what steps they will take to fix this.

It has now been 4 days, and I still haven’t received any response.

For a company of this size, the lack of communication, transparency, and accountability is incredibly disappointing. I expected far better.

The initial service was great. After I paid the deposit everything went downhill! I was sent wardrobes that had a very poor quality finish and I believe 'Freedom Wardrobes' did everything possible to work against me as a customer not with me to find a resolution. The quality of the finish of the wardrobes is so poor that they are impossible to… Read more

keep clean and require the use of baby wipes to get a finger mark off as any type of dirt gets imbedded into the wardrobes. I have been informed by a professional that the 'finish' on wardrobes is less than thirty percent for the doors to feel rough, which is a mistake in manufacturing. The wardrobes were to come with a plastic film on them if new, but ours did not have this and had dents and marks on them. Also there were stickers all over them stating they were kitchen and pantry doors. I had bits and pieces missing when the wardrobes arrived, a faulty glass shelf which was never replaced after requesting a number of times. The hinges on each door all had excessive black grease on them. I am still wiping away this grease and cannot have any clothes anywhere near them. They also stick out and we have knocked our arms on these hinges. I am not sure how they are passed for safety. We also went with a wardrobe installer that 'Freedom Wardrobes' 'endorsed'. The fellow was unreliable and only finished 1/10th of the installation. We were informed by 'Freedom Wardrobes' this was our problem as we contracted him out even though they endorsed him and reassured us he was a quality installer. Also the cost was going to be over four thousand dollars for the installer and as a customer I could not work this out until after I left a deposit with 'Freedom Wardrobes'. The 'Customer Quality Assurance' man from 'Freedom Wardrobes' came to our home to inspect the wardrobes. He was lovely and acknowledge issues with the quality of the wardrobes being poor and promised a replacement. I asked on the day for a copy of his notes however he would not provide them to me and only let me read them. At a later date 'Freedom Wardrobes' denied what I reviewed in his notes, I feel the notes were changed. Following this they ignored us for many months! I was ignored via the communications online with them through the portal or they would call so that there was no record in writing. I felt they tried to scramble communications and make things confusing for myself as a customer. The 'Regional Manager' then ordered the 'Customer Quality Assurance Officer' to return to our home months later when we addressed the issue with 'Fair Trading' for ignoring our pleas. He was very uncomfortable returning to our home and stated nothing was wrong with the wardrobes, a different story to his first visit at our home to look at the wardrobes! The Regional Manager I believe felt good, like it was a 'win' to ignore and deny any issues we had with the wardrobes. I personally would NEVER recommend 'Freedom Wardrobes'! We feel it was a massive mistake purchasing from them! The contract was changed so many times in the lead up to purchasing the wardrobes without clarity of costs. They would not provide a list of individual costings and asked us for any extra seven thousand dollars on the contract! I would highly recommend a smaller wardrobe firm that cares about their customers and endorses their products as advertised.

Read the fine print ... on the website, not in the contract – Hello, be careful when you enter an agreement with Freedom Wardrobes. It cost me $800 when I notified Freedom that I did not want to progress the project with a site visit. This took me two weeks, as variations were made to the initial spec and I found the wardrobe cost was escalating. They are very expensive and the installation cost is only ever… Read more

an estimation. I was then told about a five-day cooling off period. This was not stated by the senior designer when he drew up the plans, nor is it noted in the contract. Apparently you can find the information on the Freedom Wardrobes website under FAQs - for kitchens. I don't think this is fair or best practice. Freedom has the right to opt out for any reason within two weeks but not the customer. So buyer beware. I was prepared to pay some costs but $800 is excessive. Essentially a one-hour consultation.

RUN, definitely do not use! I have been waiting months a still have no kitchen or wardrobe. Terrible experience – Well I signed the contract in January 2023 and promised an 8 week completion by Tim. I provided all information need months ago and still no kitchen or wardrobe. So many calls to freedom, many unanswered and if I leave a message I mostly don’t get a call back. It’s like no one there knows what’s going on. There is such incompetence, that I called… Read more

twice on the same day after leaving a deposit for the kitchen and signing contracts and asked if my order was in production and would be delivered on a set day and both people confirmed it was, now weeks later I was am told it never got to production. This really is the he worst experience.

After all these months of frustrations and no delivery, I will now keep posting my experience as the journey proceeds from here:

25/5 I was told I would be contacted by the National manager (Tony Gould) as the situation is so bad, guess what no call as yet.

26/5: Called and spoke to Amanda who committed to 1. Sending me an email summarizing our conversation which included confirming my kitchen is in production and will be delivered on the committed date of June 6. 2. Talking to the installer to discuss a closer deliver as the test time does not suite the installer, then call me with and update.

29/5 Paid deposit for wardrobes. Still no call from the National Manager (Tony Gould)

1/6 - Spoke to Christy who advised the Kitchen installers have been changes again, fortunately the install date remains the same - Still no update from the wardrobe progress - Christy Advised she would again be raising with the National Manager (Tony Gould) who still has not called me regarding the extremely poor service provided from Freedom as a whole.

Wow, what a shimmozle – The designer was lovely and gave us plenty of her time, but from then on, it was a total disaster. Service was pathetic. Promised to have it finished before Christmas and then wardrobe arrives without hinges. Now installer says he is busy until February and the company says that's my problem! These are the same guys as Kinsman. Overpriced. Avoid at all costs. Show details

Used freedom once but never again – The salesperson professional happy to take deposit. Delivery and installation was about six weeks after promised date. Office staff rude. Delivery boys wore muddy boots on new carpet. Freedom staff refused to acknowledge everything that went wrong. Cupboards doors not affixed properly and had to be redone. Just felt had and disappointed. Looking for wardrobes again but I won’t use freedom. Show details

Wardobes are decent quality and installed well, but it was a painful journey – Navigating the process with Freedom was confusing and tedious. The lack of communication on the process made the experience painful. Don't think the Freedom brand is replicated in the customer experience. Most of the process is subcontracted to 3rd parties who aren't clear on the process either. After 3 months, we've got wardrobes, but I expected a much better service for the price and brand. Show details

Saga continues – A few months ago I posted a review on the terrible experience ordering freedom wardrobes, specifically getting them from deposit into production. I was promised the world by the sales consultant and paid a deposit to weeks and weeks of incompetence, delays and mistakes of getting the paperwork ready for production. Now my flat packed wardrobes… Read more

were delivered yesterday 3.5 months later with installation booked on Monday. Freedom called me to pay in full prior to installation which I had done. Then a few hours befor end of week, I get a message on the Friday afternoon to say few items were missing from my delivery and will take another 10-14 days. Freedom didn’t even have the decency to call me. They took my 100% payment and then just messaged me that! I am gob smacked. Deceitfulness continues.

The absolute worst customer service experience i've ever encountered – Freedom is an appalling service to deal with for wardrobes, let alone for a company of it's size. What was promised as a 6-8 week turn around has resulted in 5 months of absolute hell, time wasted and lost. A brief chronicle of issues below: - Designer provided wrong product items so what i thought i had signed up for was never an option. - Issues… Read more

with design were only communicated after I sought advise from Freedom directly, once i eventually got someone on the phone as no one ever answers the portal unless it is to ask for a payment. - Delayed installation with no communication. - Missing pieces with no communication - countless phone calls and time on my behalf chasing up. - Extra installation costs. - Lack of acknowledgement and acceptance of any issues from Freedoms end and disregard for any need for compensation or reimbursement of funds. I would have sought a full refund if i could, however I was unable with a half finished wardrobe.

Finally I have just spent 30 minutes on hold after countless unanswered message board emails and a promise a week ago to be contacted, to be told following transfer to 3 people no one is available to help.

Freedom customer service is beyond a joke!

Incomplete delivery and no communication – This company easy to deal with at sale time and measure up stage . 3 month later when wardrobe was presumably ready we were threatened with a $100.00 day holding fee if we did not pay full amount and have delivery . Then delivery date set we organised installer it turns up incomplete and no doors. So I had to delay installer and now we have been… Read more

unable to communicate with them . They are quick to take your money and that where it stops . Once we’re a good company .

Worst experience. Don’t do it!! – I ordered freedom wardrobes on 20/3 after an easy design experience and lots of pressure from the sales staff in store. I was told there was a 6/8 week lead time. My wardrobes were not completed until 30/8 or 23 weeks post when I ordered them! After months and months of chasing and no communication my wardrobes were finally supposed to be… Read more

installed on 5/7. There was an issue with the installer and after lots of back and forth with freedom he reluctantly took the job. The wardrobes were demolished on 6/7 and for 8 weeks my family lived out of washing baskets as we waited for what was supposed to be a 2/3 day install. I am now dealing with trying to get in touch with freedom, who seem to have no staff available anytime I call, as the doors are not aligned. Whatever you do, DO NOT USE FREEDOM WARDROBES

The WORST experience from any organisation I’ve dealt with let alone one of this size! – ********** THIS IS A ZERO STAR RATED REVIEW ********** While I thought it was a good idea to go with a reputable brand to complete my wardrobes it is turning out to be the biggest mistake - to no fault of my own. Sharing a high level time line to illustrate the frustration, rudeness and incompetence in dealing with anyone from freedom wardrobes. … Read more

12/5 - Signed up and had stipulated that I was ready for site check to be done and would ordinarily expect a call to have this arrangement made. Weeks go by and I hear nothing. 29/5 - Raised this in the customer service portal - received no response. 2/6 - raised another follow up - received no response. 3/6 - get a response from a representative saying the designer under quoted and requested I pay $600 more to proceed with the works and that the plans are ready to move to next stage ie site check 4/6 - I reluctantly accepted the variation based on their explanation and the fact that I had ordered cabinet handles and sold furniture to accomodate the new wardrobes 7/6 - no response since acceptance 17/6 - escalated complaint and was advised it will be prioritised and I’ll get a call on the Monday. Guess what!? Nothing! 22/6 - called to get update and escalate the matter only to be greeted by an unhelpful CLO.

In amongst all this there were calls, messages on the customer portal, emails sent to ManagementHelp@kitchengroup.com.au and instagram to no avail. What is the point in providing these channels if no one responds to them!? Who is actually working there!?

Freedom Wardrobes - complaints are warranted if a customer has experienced what I have experienced. The customer should not need to continuously chase you up for updates. It is YOUR JOB to keep the customer informed on the progress. Get your act together. This isn’t good enough at ALL LEVELS.

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Update 01/08/2022 - after more delays and ignored messages and a flurry of insincere apologies, there has been no progress and still no response to my complaint. I have now requested for a refund and despite assurance that it will be fully credited (and I had specifically stated that the deposit and progress payments were made via 2 different channels) only a portion has been refunded. I am concurrently having 2 bathrooms redone which included the removal of asbestos and yet it has been completed without any delays with an organisation that is incomparable in size to that of Freedom. If there ever needs to be a use case for corporate incompetence FREEDOM WARDROBES IS IT!

Appalling customer service – Initial consultation was fine, and designer was lovely, until she pushed continuously for us to sign up when we weren’t sure. Site visit was quick, and not detailed enough for a retro fit. We were harassed for payments before design was updated. During installation it was clear that panels hadn’t been created to the right size, so now I’m… Read more

left with a 30mm gap across the top, and fill panels which look terrible, along with a gouged floor and and jagged plaster.

Apparently the completions team don’t have time to call after installation ( as stated in all communication) so I’ve spent 3 weeks following them up, with still no call back and no solution.

Worst 6k it ever spent

Do better!

Wardrobe looks good but poor customer service – The wardrobe looks good but 12 months later the wardrobe door fell off completely on top of my daughter. Dealing with customer service has been difficult since day 1 , very rude on the phone almost every time. Show details

Very unhappy customer – I have never been so stress and dissapointed like this in my whole life. My account was settled and paid on 21st of August 2021 and up until now my wardrobe is not yet complete. They made a mistakes with materials delivery 3times " that's breaking a record in my opinion" The worst part, I did not get the (2 black glass shelves) included on the… Read more

contract that we signed on the day we settled the payment along with their designer. It was my favorite and considered as the highlight feature of the design. I made so many calls and sometimes my call being diverted into their Melbourne branch. I have been so patiently waiting, hoping and giving them chance to rectify the situation. I send a message on my freedom account, and did not even get a proper answer. I shall not recommend this company to anyone i know. They just lost this costumer for life.

Terrible communication (when things aren't right) – Freedom LOVE sending messages when requesting payments, but if you have an issue you'll be kept waiting for a reply! We had two built in wardrobes installed and realised that the doors were installed upside down (they were drilled that way- not the installers fault). We contacted the installer, who let Freedom know and were told the doors would… Read more

be replaced within two weeks. That was over two months ago and emails through their messaging system have gone unanswered. Its frustrating as its all paid for (over $11K) and its faulty. Considering everything is about to shut down for summer, it looks like we'll be waiting a long time before getting the correct doors installed.

Pointless – Waste of time we booked an wardrobe appointment freedom call and said if you can’t afford or don’t have budget around $25000 no point we send out designer. Don’t have single information what client required or didn’t had a look plans just judge people over the phone. When I give little bit of an information may be $15000 really..? why we booked… Read more

and appointment? That’s not the service I expected from any company. It’s doesn’t matter whether customer can afford or not may be client will happy to go ahead. All depend on your service. That’s not the way you approach client Even I can afford I won’t go ahead people who are provide service like that. Don’t judge or call client with preset mind set it’s just disappointing.

Thanks

Horrid customer service. Would not use again – I would absolutely never ever ever use Freedom again. They are extremely slow, they have the worst customer service, you send emails and messages which are never responded to, their install times get blown out and no one contacts you, all they do is tell you what they cant do. The only thing I am glad about is that we decided to do wardrobes before kitchen because you can guarantee I will be looking elsewhere for my kitchen! Show details

Fantastic service and product. We love it! – From the first call to book a home inspection through design and approvals to delivery and installation, our experience was excellent. Freedom over communicates which is so much better than under communicating. We had regular updates and contacts via email, phone and text. The finished product is amazing and the installer was a champion.  Show details ·  1

Great Job Freedom...wonderful wardrobes – We have just had our wardrobes in our daughters bedroom installed and we could not be happier with the result. The bedrooms are small and unsually shaped but the team have done a wonderful job in meeting our daughters needs. Everything happened exactly when they said and Paul the installer was absolutely great...he was helpful, timely and has done a perfect job....well done Freedom we will be back. Show reply

Worse Customer Service Experience in My Life AVOID AT ALL COSTS – During COVID we decided to have custom wardrobes installed in our new home. We did the initial design through a ZOOM meeting and all went well. Through about three calls we were able to come up with a design that worked in the space in January 2021. We timed the work so it could be done at the same time as other renovations in our home. … Read more

After the sale process and the initial payment that is when it all fell apart. The installer needed to come out and confirm the design was appropriate in the space where the wardrobes would be installed. Not only did the installer never respond to emails, but he also did not answer his phone or respond to texts. It took a month to find out there was an issue and a month for him to explain it so the design team could address the issues. It took to the end of March for production to start. Then we had to make the final payment in full before an installation date can be organised which we do with reluctance.

In April we heard from them that we had an email confirming: Delivery Date: 19/04/2021 with Days to Install: 2 Installation Date: 20/04/2021 - 21/04/2021.

The 19th of April comes and goes with no sign of the delivery. I called late in the day on April 19th and was told there was a delivery error and the boxes would be there the very first thing in the morning. The wardrobes turned up on the 20th of April around 11 am. I had called the office chasing the delivery that morning and was told the delivery was on its way as were the installers. At the end of the day, when no installers had turned up, I called the office, and then we were told there were no installers booked. We have by this time been living out of suitcases since early March when the old wardrobes had been pulled out as part of the renovation work. On the 20th, our master bedroom was piled high with boxes of wardrobes such that we could not get into our en-suite or to the bed, so we had to move to the spare room for two days until they came back and moved the boxes to the garages while they organized a new installation date. They promised to come back with 2 guys on April 29th and install them in a day. On that morning 1 guy turns up and he spends the next three days working in our bedroom, so back in the spare room for us. During the installation the installer has an accident and breaks an expensive sconce on the wall, there are electrical parts missing which we have to order get delivered and pay for us ourselves and the drawers for the wardrobe are too big and have to go back and get rebuilt. Three weeks later in the middle of May 2021, I am calling every day to find out where the drawers are and when they will be delivered.

I have called and written and texted to no avail. The people when I get through (expect 20 minute + wait times) are apologetic and very nice but they misinform me every time. I am told every time, they are sorry and someone will call me back and answer my questions. But this never happens. I don't get callbacks and complaints are referred to another department and never addressed. The Nationa Manager calls me himself to apologize and promises action. While he is kept up to date when he delegates tasks the team still does not deliver what he has committed in terms of action. I have stopped reaching out to him directly.

By June 1st, we have had the missing drawers installed, are reimbursed for the damage by the installer who is belligerent and feels hard done by because I threatened to take him to the Small Claims Tribunal after chasing and chasing him to address the damage, Kitchen Group has recompensed us for the missing transformer for the lighting and they have sent us the missing shoe shelves. We are done finally with the horrible experience and can move on with life.

The end product looks good but the pain and suffering and just plain incompetence of the process at every single step leads to me warning others to steer clear of this company. They are not in any way affiliated with Freedom Furniture despite being in their stores and Freedom Furniture completely disowned offering any help to get our problems resolved and Freedom Wardrobes (Kitchen Group) is also saying my problems are with the installers who are independent contractors. For the price paid there are much better organised companies out there, they should be avoided at ALL costs.

Just love our new wardrobe – Freedom were just great from the first contact call to the final installation. We were impressed by the professional attitude and the friendly staff and people that came to the house . I could not be more happier with the final product, and even friends just love what we have done with a boring wall in our bedroom. thankyou freedom  Show details ·  1

Warbrobe Love – The process with Freedom was flawless from start to finish. I was slightly overwhelmed by the cost of the wardrobe but the quality is top notch and the final product looks amazing. Have been getting loads of 'oohs' and 'aahs' from family and friends. It fits in perfectly with my renovations and new bedroom! Thanks to all the peeps from Freedom. (FWVDR21389)  Show reply

Freedom were Fantastic! – Excellent service and quality product. Would definitely recommend! Installer was friendly and efficient and did an excellent job. He was also mindful of cleaning everything after he installed the wardrobe which was great compared to other tradespeople I have encountered. The finished product is both beautiful and functional. I was really impressed with the entire process from the quote through to the final installation. FWNDR21244 Show details ·  1

I love that 'every day is now my wardrobe day' – Hi Freedom Team, THANK YOU for my new master bedroom wardrobe. I've always dreamed of having a special wardrobe. Watching 'The Block' wardrobes being done gave me ideas which at the time I never thought I would ever be able to materialise. An opportunity to 'make the dream happen' came through the sad death of my lovely husband in October last… Read more ·  1

year. Without hesitation I signed up to the Freedom website and now I have this fabulous wardrobe with excellent storage and a great visual look. I am so happy with the outcome. A special thanks to Maja for her design, enthusiasm and care in helping me to make this happen - and to Derek for his communications and his work in assembling the units and taking the utmost care to make them look great. Maja and Derek are both a credit to the Freedom Team. “Every day is now my wardrobe day”