Freedom Furniture Reviews 349

I purchased a Barrett lounge within ten days went back to store to advise the seats were sagging. I was told to contact the warranty department via email. What surprised me the staff member I spoke to called out to the manager another Barrett problem and it’s not leather. That told me there was a problem with this lounge. I would like to say I have had three other lounges from freedom over the years without any issue. My issue is there customer service. I was told I needed to wait 3 months before they would look at lounge. Three weeks ago someone came out and looked at my lounge. Told me I should get a call the following Monday. If I hadn’t heard then I should call them unfortunately there is no number to call. I have sent three emails no response. I am disgusted at Freedom and there lack of empathy and customer service. I have worked in customer service for many years and managed customer service. I cannot believe how poor their customer service is. It is a disgrace. My next step is the department of fair trading. Shame on you Freedom. You are not a cheap store. How dare you treat your customers this way

Really really bad experience!
I bought over $10,000 worth of furniture and the table cracked within 6 weeks. They didn’t respond to any of my emails for over a month. They made me send image after image and dragged the process out resulting in NOTHING. I’m appalled at the customer service and warranty issue. VERY POOR PRODUCTS.

Do not buy furniture from Freedom. And if you do, good luck getting one that’s not damaged. And if it is damaged, good luck getting Freedom to replace it or refund your money. Not only did they
REFUSE to replace it on the day it was delivered, I had to ring them constantly with them only calling me back twice during the 7.5 week period that they had my money. Imagine buying a dress, getting it delivered to your house, it’s damaged or has a major fault, and you call the company and they say “no, you don’t get your money back, we will take our time and send a seamstress to your house to see if the dress can be fixed, and then, we will take another couple of weeks to come back to you with that report, and then, once we find out that dress can’t be fixed, we will have another dress sent to you, which will take another week (even though by week 5 you’ve asked for it to be returned so you can have a refund), and then, when they send you another dress and it gets delivered (which you told them better not get delivered unless they check it - they didn’t), the at the second dress is ALSO DAMAGED. And then - I tell them to take
all three items back to their warehouse, they have the audacity to do sweet nothing for another two weeks while I beg them to refund me all my money. So I’ve reported Freedom
Head Office and their company to the ACCC and Consumer Business Services for their APPALLING service, complete lack of service and their incompetence. Shout out to the poor manager at the Glynde store who had finalise this debarcle - he tried his best. Never ever would I let anyone else go through this. If they just took the sofa back on the day it was delivered, delivered me a new one, in perfect condition, then there would be no need for this review. No one calls you back. I had to ring them 2-3 times a week to find out what was happening. The guy in head office’s poor excuse was that the company is going through changes of ownership and things are taking a while.
No. I paid in full for the 3 couches, you delivered me a damaged item. You should have taken that item from my home asap and delivered me a brand new one. That wasn’t damaged. But no, they delivered a SECOND damaged one and then 7.5 weeks to receive my refund, and even then I had to fight for it.

Terrible customer service and unreliable courier service.

I placed an online order with Freedom to be delivered to my home address. Despite having typed in my address correctly when placing the order, Aramex somehow were “unable to deliver” and sent a text to my phone to confirm my address. Turns out they had the order ID number created by Freedom as my street address. I confirmed my actual address and requested redelivery on a specific day that I would be home. Despite their customer service team confirming the new delivery date, they did not show up and attempted to delivery the following day when I was out so the parcel got dropped off at a local collection point. When I attempted to then arrange re-delivery, I was informed I would have to pay a fee. Despite arguing my case with Aramex, they would not budge.

I subsequently contacted Freedom’s customer service team through their online enquiry form to arrange return of the parcel and a refund. It took days to get a response, whereby they simply wrote my question would be passed onto the correct team. Finally, that team contacted me but simply asked my address, which I had already included in my first message. It then took them a week to reply and their response was simply that the item was ready for collection. They had completely ignored my request to return the item for a refund. I asked once again to arrange this and when they eventually responded, they simply said that they will arrange a refund when the item has been returned to their supplier. That was almost 2 weeks ago now and despite sending a further 2 emails I have heard nothing back.

It has been 6 weeks since I placed this order. I did not take delivery of it so do not think I should have to wait for Freedom to return it to their supplier in order for my refund to be processed. The initial issue was with the courier service, Aramex, who are notoriously unreliable. However, the way in which Freedom’s customer service have handled this issue has been frankly abysmal.

I have been into Freedom Jindalee on 2 occasions to buy a bed and then mattress. Staff were friendly and informative on the products I purchased and made sure I got the best price. I would like to thank Mathew and Amy for their quick thinking and empathy looking after me when I fainted on my last visit. Amy’s first aid came in handy and I got to try out a lovely leather Freedom couch unexpectedly! Thank you again.

Absolutely disgraceful customer service.
Return some bedding that was so poorly made, nothing was square the lengths on each side did not match . The sales assistant , very reluctantly gave me a refund , clearly the item was faulting . A month later still no credit to my PayPal account !!
Had to finally report it to PayPal and they credited my account instantly.
Overpriced goods that are of poor quality and treat their customers with distain . Won’t be shopping there again!!

Terrible customers service. Also Customer Support Centre is terrible.
Ordered various items from the store, they confirmed it was all in stock on the day and they would be reserved as I paid in full.
However, days later they called and said some items were oversold. We bought outdoor table, chairs, lounge etc to all match so this was an issue.
Then we had the outdoor sofa (1 & 3 Seater) delivered, which one of them (3 seater outdoor lounge) was missing a back piece - customer support took 10 days to get back to use. They said the item would need to be ordered which would be a 3 month wait. This was also an issue as we had half a sofa made sitting outside - which if someone sat on it would collapse.
They would not return the table and chairs as well as it was not part of the same range, nor give us a credit or anything to exchange it to another style. As all other outdoor table and chairs were a lot more expensive.
They would only then provide a refund - so they got a courier to pick up the 2 sofas about 2 weeks later.
Still waiting for a refund for the chairs! It has been about 2.5 months later and we still dont have our money back or an outdoor lounge.

Freedom Furniture are a seller of cheap poorly made mainly Chinese furnishings. They typically look acceptable but if you look at the actual construction you'll find very rough, cheap, weak and obviously carelessly constructed tat. When it fails you will find absolutely no responsibility taken by Freedom Furniture and only lame excuses and deflection.

You'd be much better advised to spend a little more and get your item from a more reputable company and hopefully something that won't start disintegrating within a few years.

Returned faulty wool rug, shedding and pulling after 1-week. Was informed on phone I would get refund, when I turned up in store, I was told credit note only to be used in Sunshine Coast freedom, not valid in any other store. When I was in store I could hear staff talking about me because I returned faulty item, staff were clicky and petty, bad energy in store. Do not shop here if you want the right to return for refund. Very money grabbing unfriendly store. Never again would I buy in Sunshine Coast Freedom.

I purchased a table and chairs from Freedom and went away for a year and came back then I got intouch with them to tell them that the chairs are all broken. There is no support underneath them. If you sit on them your bottom goes through them. I phoned them and sent pictures. They said my warranty had just run out. Typical, the lady was nice in the Hobart store and said they were made very bad and replaced the model of the chair and put support on the bottom of the new design. She was helpful and said call them and they might help you. I called them and I was told they would do absolutely nothing in a very rude was. They couldn't care less. Maybe they shouldn't sell cheap faulty chairs in the fist place. The chairs cost me over 300 each I have six. All for the bin. Dinning chairs should last a lot more than 1 or 2 years. So disappointed I won't be shopping there again. So much for keeping the customer happy.

AVOID FREEDOM Furniture, total waste of money and absolutely poor service.. delivery, claims, non existent fake warranty, cheaply made furniture!

NEVER BUY ANYTHING FROM HERE AGAIN! POOREST Quality ever, non existent after care support.. I have been a Freedom loyal customer for more than 30 years. I purchased a Hamilton 5 seater lounge and was and am absolutely disappointed with the quality. Pilling of fabric happened within 3 months, feather insert is an absolute joke.. tore like tissue paper, feathers come out every time you sit on it. I mistakenly also purchased the additional warranty thinking it would cover me if I had anything go wrong with the couch.

4 months ago I put a claim in and that process was a complete joke, said it was wear n tear.. I live on my own and work so not sure how the wear n tear came from for a lounge 18 months old!! ( it looks like a 20 year old lounge). They said that the it was from me doing who tore the cushion inserts myself.

After many months of chasing my claim outcome...my claim was declined including any options for repair or replacement , nothing no percentage $ offered to replace my lounge for a new lounge. I ended up also enquiring with several independent upholstery companies quote on repairs (repairs exceeding the value of the lounge) and all have said "So sorry, it is poorly made and not worth repairing you might as well throw it out and get a better quality lounge."

I am beyond disappointed. Freedom at the time of my purchase had discontinued making the Hamilton lounge and now I know why.

I have furnished 5 homes with Freedom furniture and will no longer purchase anything from Freedom, and will advise family, friends and interior design companies not to use Freedom to style their homes.

Upon unboxing our new outdoor table we discovered the wood table leg with a large split- I followed procedures sent photos etc was given the option to return or replace I said I'd like it replaced as we want the table and I've purchased chairs to go with it-i was told it would be here in 3 weeks- a week later they send a email saying sorry table is now out of stock- I need to return the table to store if I want store credit- I emailed back saying that's not good enough and not what was offered- we want the table as we have purchased chairs to go with it but they should offer a discount price or pay for it to be repaired- silence no reply 3 weeks later and 3 emails later -crickets -big thumbs down to freedom

I think the staff need to be HONEST about the timeframe for delivery. Before payment we were told about 3/4 weeks for delivery, after payment 5/6 weeks for delivery, at the present moment its estimated 9/10 weeks. My daughter moved into an empty apartment so relied on the couch. Very hard when you dealing with sick newborn, and now you have to make further seating arrangements while you waiting for your lovely comfortable couch to arrive.

Freedom furniture is absolutely abysmal in terms of quality and service. The price point just does not meet the standard expected.
We purchased an expensive leather couch with a five month wait. Freedom called to tell us the couch had arrived, so we promptly sold our couch and per their urgent request paid for the new couch in full - a condition of the delivery of the “arrived” couch. Only to find that our couch hadn’t arrived! No one was willing to take accountability for the initial incorrect phone call or inconvenience and we received different information from different people. Being told the shopping container had arrived but it would take a month to unpack, then being told that this wasn’t a correct, that the couch simply had not arrived.
Six weeks later the couch was finally delivered, and less than six months later the leather is peeling.
Having followed up with freedom warranty service team and had an external “leather doctor” visit, it’s been radio silence for a month despite following up twice.
DO NOT BUY FROM FREEDOM unless you’d like poor quality and extra poor service.

Screws provided with any product are just junk … Chinese junk. For example the curtain blinds have screws that allow you to attach brackets to walls. So you carefully mark the position, drill the holes and then on applying pressure to the screws they shear at the head.

This leaves you to drill out the hole, retrieve the broken screw, fill sand and repaint … adding 3 hours to a simple job.

Freedom please review your screw suppliers because at the moment you are providing useless junk.

My partner and I recently purchased a buffet cabinet from Freedom Furniture and paid an additional $100 for delivery. While the delivery was on time, we discovered large cracks in the buffet upon unboxing. Understanding that these things can happen, we promptly raised the issue through Freedom’s customer service portal.

Despite our efforts, we received no response for two weeks. It was only after we called to follow up that the issue was acknowledged. We were told we would receive some options via email that same day, but now, a week later, we are still waiting.

In summary, we spent $1,000 on a damaged piece of furniture and are left without a clear resolution. If you are considering purchasing from Freedom, please explore other options. Our experience suggests a lack of commitment to consumer guarantees and customer service.

I paid $2200 for an entertainment unit from Freedom Furniture, and I've never received a more damaged item than what was delivered. The unit was absolutely destroyed, with cracks and damage to almost every part. I submitted a warranty claim within 15 minutes of unpacking.

After a month of almost non-existent and terrible communication, the item was finally picked up, and two days later, a replacement was delivered—30 days after the first delivery. Unfortunately, the replacement was also heavily damaged, making it the second most damaged item I've ever received.

Now, I’m bracing myself for another 30 days of runaround just to get this defective piece off my property. My advice: if you've made the mistake of ordering from them and received a damaged item, do not agree to a replacement. Take your money and literally RUN.

Made an online order for some cushions. Only found out 9 days later it was cancelled when I made an account to check the order. No cancellation email was sent. Not in promotions. Not in spam.

WARNING! BUYER BEWARE!

I had to ask NSW Fair Trading to step in due to Freedom's refusal to refund BOTH the cost of the product AND the delivery fee for a product delivered late, damaged AND missing critical assembly pieces that they said they no longer could supply.

Freedom was terrible and obstructive. Every time I communicated with them, I would get an email reply that took up to a week to arrive. No phone number was provided, so I called the head office number many times, only for it to ring out.

Fair Trading mentioned that they are well aware of the cases against Freedom and have an exclusive case officer assigned to deal with the influx of complaints against them.

Deal with Freedom at your peril!

I orded click and collect wine glasses, they were in stock in abundance. I know Freedom is renowned for having no stock and shocking delivery, but these were in stock so I didn't expect an issue. 3 weeks later I had no communication or pick up scheduled. So I called them, they faffed about, mumbled about staff shortages and found my order, she put it aside for me. I go to pick it up, it's the wrong item, I am at the counter litterally right next to where the glasses are displayed and she won't let me just take the ones in front me, insisting she has to go find my order. After about 20mins we finally convinced her to let us take them off the shelf. She was rude, flustered and unhelpful. I love Freedom Furniture but customer service is never a positive experience.