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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.
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 installe...d. 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.
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.
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)
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.
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 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”
A negative and unpleasant experience
Freedom wardrobes agreed to install pre-Xmas but then delivered in January 2021 with no apology and not only were items missing and faulty they were incorrectly cut leaving me with drawers with no runners, 7 out of 8 doors were bowed and the shoe cupboards did not fit my shoes. I waited over 2 months for all the repairs and spend an enormous amount of time emailing and on calls. The completions team asked me to write a proposal to them on what compensation I believe I should receive after all the delays and faults, so I spent more time doing...this at their request and then they offered me a voucher for 1.7% of the total price I paid, which is beyond a joke. I appreciate things can go wrong but when you pay a huge amount of money for a well-known brand, I wasn't skimping on price. I did expect the customer service to at least make up for all the errors, however this is where Freedom wardrobes have really let themselves down. 3 months later and my wardrobes are still faulty. My last email was to them was 4 days ago and I am still waiting on a reply - if i had my time and money again I would never had gone to Freedom and urge you to strongly consider your options.
Extremely Satisfied Customer!!
I love my Freedom wardrobes which were installed by Freedoms own team of professional contractors just prior to Christmas 2020. Trent my installer adjusted dates to suit my demands & the job he did in my home was exceptional. I was dubious to use Freedom from the online reviews but am very glad that I did & would 100% recommend Freedom Wardrobes to family, friends & neighbours!
Oak walk-in wardrobe
Absolutely love my walk-in wardrobe. Looks fantastic! Kirsty was a pleasure to deal with and worked with us to plan the right space to suit us best, our installer Jason and his team did a great job.
Love the internal finsishes
Unlike other companies, Freedom Wardrobes use finished boards inside their robes - I LOVED the natural looking oak, and it just stands out against all other robes. Very happy!
Best kitchenette end product I ever received
Very friendly customer service by Jessica . Superb quality of word . I would say up to level of 5 star hotel . Very happy with what I pay for
My experience was beyond my expectations. Fantastic customer service from the initial phone call to the zoom design, the delivery and the installation. The portal for communication was very helpful and kept me up to date with my wardrobes. I love my freedom wardrobes and the workmanship is outstanding.
Dream kitchen and walk-in
We could not be happier with our new walk-in, kitchen, pantry and butlers pantry. I have more space than I know what do with!! The entire process was easy, design team listened to what we where after and the install team was fantastic.
Very happy and beautiful wardrobe
We started out nervous about working Freedom but we are so very happy we built our beautiful wardrobe with them. The process from beginning sales, the great online portal providing frequent updates, all the way through to the top installer was just great. From our personal experience, we recommend.
Cant live without my new wardrobw
Went in and checked out the floor display during their sales weekend. Greeted by friendly staff and arranged a one on one meeting. Our wardrobe planner was super lovely and really tried to incorporate everything we wanted in our wardrobe. The process from there was fast and the end product we love it! The wardrobe was set up in 2 days, a few parts were missing that we had to wait for it to be fully installed however they communicated every step of the process. Despit this I would recommend freedom wardrobes to family and friends!
Worst Customer Service and Delivery
After having an onsite visit and a custom wardrobe designed, we later received a different product and was advised we could not have the product promised as it was not an available option (the option was glass shelving as noted in their marketing material).
We then found that the product did not fit in the required space and was mis-measured by their contractor paid to do so. We were then told our only option was to pay an additional $590 to get the correct cupboard. On top of this the communication has been disgraceful to have an issue still unresolved.
Questions & Answers
I am looking at freedom for my walk in wardrobe, a substantial space - wondering if anyone has any idea of a ball park figure I can start thinking about?
Hi Natalie, we apologise that it is difficult to provide a ball park figure because value is dependent upon multiple factors such as the measurements of your space, the finishes and accessories that you choose as well as any relevant promotions that apply. We would recommend that you book a free design appointment whereby you’ll sit with an experienced designer, see a 3D plan of your design and presented with accurate on the spot pricing. You can book your free design appointment on our website here: https://freedomwardrobes.com.au/book-appointment/
We are also currently offering 25% off* when you purchase a Freedom Wardrobe valued at $3,999 or more. You can view the full details of this offer and terms and conditions on our website here: https://freedomwardrobes.com.au/offers/. *T&Cs apply – We hope that helps! Kind Regards, Freedom Wardrobes
I love my FREEDOM WARDROBE - the design, the quality, the colour, the feel and the ‘presence of it’ in my home. Those features have overtaken cost which has now paled into insignificance. It comes down to the design you are after and how many add ons you would like. I booked time with a FREEDOM Designer for a consult and had a plan drawn up for the wardrobe space. Best thing I ever did and I didn’t change anything from the original design plan. Suggest you contact the design team for a quote – they listen carefully to all your needs and ideas and advise you on approx. cost and how their process from design to completion works. Pauline M
What is the average cost of installing his and hers walk in medium size room?
Hi Shailene. Thank you for your reaching out. There are a number of factors that can contribute to the overall cost of a wardrobe, such as finish, layout and accessories. We have sent you a private message to assist and answer any questions you may have. Regards, Freedom Wardrobes
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