Freedom Furniture Reviews 349

If I could give this place 0 stars I would. They display items on their website that are out of stock but you're unaware. Then then tell you 2 weeks later it is out of stock and cannot be delivered for another 5 months. Then when you ask to have your money returned they offer you a Freedom only gift card when you no longer want to deal with their company and all you want is your money back. My recommendation is to avoid this store at all costs

If I could give 0 stars I would. After ordering two dining chairs at 3pm Friday, and receiving confirmation they were not in stock and would not be available for 6 + weeks, I tried calling Friday, left message but wasn’t called back, called Saturday morning to cancel the order. I was told I would be charged a $45 admin fee. Disgusting money grabbing and unethical business practices.

WARNING-

If I could I would give Freedom a rating of -10 if I could.

Do not buy anything that needs to be delivered. If you need to change the delivery address you won't be able to. I have just spent many hours on the phone talking to different people over the last two or three days, all I get is a different person to speak to each time, each person blames the other person, promises are made and nothing happens. They are incapable of changing a delivery address after you've purchased the item. Even now while I write this review it is still has not been changed. Don't do it and save yourself hours of frustration. I'll never buy anything from freedom online ever again, if they think I'm going to pay another delivery fee they are way way out of luck. I'd rather cancel my item and get my money back and buy from somewhere else.

UPDATE ON THIS SHAMBLES
So we're told the bed would be delivered on the 28th July.......... what a joke.......no bed arrived. I made an official complaint all I got was a long winded explanation from customer service which also gave me the option to cancel my purchase. I'm absolutely speechless I've got nothing more to say apart from don't use this service it is the worst I've ever encountered.

UPDATE 06/08/25
Suddenly on the 4th of August we had the mattress delivered without the bed base after telling me they didn't even know where the bed and base were ha ha ha you got to laugh or you will cry......the driver had no idea where the base was or when it was going to be delivered. It's just a never ending useless service.

11/08/2025 This will be my last update as it's becoming a book.......but it's the only way I can get my frustration out ha ha

Still no bed base and no communication from freedom.

We have decided to cancel the bed base and get a full refund but I'm picking that is going to be an absolute shambles as well probably more frustrating than trying to get the damn thing delivered. NEVER AGAIN

Add me to the list of terrible service, pathetic, ordered and paid in full dining table 15th May, ETA 28th June - 3rd July. 8th July after allowing slight delay , called Moorabbin store, was told to loge a compliant through the website and ask the Bot as another option, bot couldn't provide ETA, lodged a request online for update, no response 5 days, called Moorabbin store, no one helped took my number and no one called back , l asked if they could provide alternative dining table, 4 days later , today received. response, zero accountability, dont buy from them as this is the customer service you receive.

We have been trying to communicate with the supplier regarding your query however, we haven't got any response yet. I completely understad how you feel especially that you are expecting the order to arrive on the given ETA during checkout.

Also, we cannot modify an order so if you found another table from our website, we cannot change what is listed on the original order so a new order must be placed. I truly understand how disappointing this news must be, and I want to assure you that I have already raised a refund request for you. Please allow 5-10 business days for the refund to be processed.

At this time, we don’t require any further details from you. However, please note that you may receive auto-generated updates from us as I’ll be placing this ticket in pending while we wait for the refund to be completed.

Why is there never a 0 star option. Paid almost 4K for a lounge set that is falling apart. 'Independant' assessor claims the armchair that has never been moved and barely sat on was ripped as a result of significant external force. Cushions fluffed multiple times a week that don't hold their shape, apparently I'm not fluffing it properly. Freedom warranty claims department absoloutely atrocious service and was their hands of it. The couch is such poor quality that they don't even stock it anymore, but apparently it isn't a manufacturing issue.

Extremely Disappointed – Avoid Freedom Australia

I’m extremely disappointed with the service from Freedom Australia. After 5.5 weeks of back-and-forth emails (over 30 messages), they still haven’t collected a sofabed I reported as defective and uncomfortably hard — it literally felt like a park bench.

To make matters worse, the sofabed I paid premium delivery for wasn’t even delivered to my door. It was left in a neighbor’s carport without notice or permission — completely unacceptable and unprofessional.

Despite multiple promises, Freedom repeatedly failed to show up for scheduled pickups, and I’m still waiting on my refund. The sofabed is now sitting outside my front door as it was taking up valuable space waiting for collection inside. Their communication has been inconsistent and frustrating throughout.

This has been one of the worst customer service experiences I’ve had. I’ll be filing a complaint with Fair Trading and strongly urge others to proceed with caution when dealing with Freedom Australia — their after-sales support is shockingly poor.

We purchased the Sorrento lounge suite and after 3 months the pilling is incredibly disappointing and the cushions have gone out of shape, the filling has moved around even after maintaining and moving the cushions around/fluffing up etc after use.

The response is basically that this isn't covered in the warranty and there is nothing they can do other that 'as good will', wrap the inners! I have paid for the warranty. They suggested buying a pilling machine....really!!!!

We wont be shopping there again, terrible service and attitude when finally talk to someone about the issues and how unhappy we have been.
They certainly don't stand by their core values and really couldn't care less.

Don’t buy from Freedom, if you don’t want to be disappointed!!! I have ordered from Freedom Chadstone sofa bed on 4th of June. I was told stock will arrive in 2 weeks, which was perfectly fine. I’ve paid the deposit and organised the delivery on the 4th. When purchasing the sofa I specifically advised team member that it has to be carried upstairs to level 1, since there is no lift. On the 17th of June I’ve received sms to book the day for delivery. I’ve booked it for the 20th. On the 20th June 2 people came and didn’t get the sofa upstairs cause they decided it needed 4 men. So they took it back! It took nearly 2 weeks (it was finally delivered on the 1st July) and few phone calls from me to get my couch re-delivered. Can someone explain to me why would you send 2 men to carry sofa bed upstairs, knowing that you would need 4 men to do it!!! I was without a couch for 2 weeks and nobody gave a damn! You would think that re-delivery would be a priority, but obviously not! I expected better than this from Freedom! Absolutely ridiculous service and I was astonished by their stupidity. Never ever I will buy anything from Freedom again!

I ordered the Freedom Online Exclusive DSV Dania II TV Unit and it’s been nothing short of a nightmare. The unit arrived missing FIVE screws and one section was so poorly finished you could clearly see visible putty and rough, unsanded wood.

I immediately contacted Freedom’s online team with detailed photos outlining the issues. The response? A request for a photo of the assembled item — a bit hard to assemble something when you’re missing key hardware, don’t you think? Not only that, but they also asked for a second copy of a photo I’d already sent showing the unsanded section.

Since then, radio silence. I’ve followed up twice via phone, only to be told that the call centre “can’t do anything” until the online team responds. It’s been days.

This has been an incredibly frustrating and disappointing experience. The customer service is non-existent and the product quality doesn’t match what’s advertised. Honestly, no deal is worth this kind of stress. I’ll never purchase from Freedom again and strongly advise others to steer clear too.

Zero stars if I could.

Spent over $6000 on Sunday. Monday we wanted to change the side the chaise was on. Customer care said no issue as it is within 24 hours. Put through to the store who said it will cost $45 to change it. Called customer care back who said that is not right, they should not charge you anything as it is less than 24 hours. Speaking to the Southport store after that, they said customer care don't know what they are talking about. Will pay the $45 to get the right couch but I will never spend another cent with this business. They have no customer focus, and internally have no idea what their business is about, telling different stories from person to person.

Ordered and received a wall shelf from Freedom online. It was missing pieces! After struggling with the AI help and finally finding a number, what sounded live an overseas call centre could do much but state there ‘online exclusive team’ would get back to me in two to three days. Still no update! Stay away from their online shopping

Awful experience. Poorly made product. Received a faulty table in May that is really badly made; the leg hadn't been joined or sanded properly. Don't know how it passed quality assurance, but then I see these other reviews so it's not a first for Freedom. I ordered it online (DO NOT ORDER ONLINE!) and there are so many delay tactics. They offered a replacement or money off in the end but I have moved and had to buy another table as the correspondence is so slow. They gave me dates to collect this week then didn't respond. I have just been given new dates, but I think they just want me to say I'll keep it and accept the $200 credit. No thanks. Do not want money to use online for poorly made items again! Still not resolved and we are a month in. Nearly $1400 out of pocket. Pull your finger out Freedom.

Received a faulty table weeks ago and now I have two concrete blocks taking up my living space and it’s impossible to get someone to reply or answer my calls to replace it! Terrible service! Do not recommend!

Absolutely Disgraceful – A Masterclass in How Not to Treat Customers

I seriously regret ever walking into this store. Had I read the mountain of negative reviews beforehand, I would’ve run the other way. This place may be a franchise, but clearly, customer service wasn’t part of the training manual.

I was prepared to spend nearly $20,000+ on a full set of goods, and after taking them 3 full days of discussion and negotiation, we finally reached a reasonable offer—until the owner decided to insert himself at the last minute. Not only did he override the agreed offer, but he came in just to offer a pathetic $700 discount.

And as if that wasn’t insulting enough, he delivered it with arrogance, aggression, and a complete lack of professionalism. He literally verbally abused me and told me to “take it or leave it” – as though he was doing me a favor.

This was not a negotiation – it was a power trip. I've never felt so disrespected as a customer in my life.

Do yourself a favor and steer far, far away from this place. There are far better businesses out there that know how to treat customers with the respect they deserve.

We went to Freedom at Essendon DFO on Monday 16 June. We were after some sheer curtains and needed advice. Fortunately a charming man named Elton happened to walk past and was happy to help. He was very knowledgeable, friendly and extremely helpful in assisting us choose the right curtains and accessories. Nothing was too much trouble. Thankyou Elton for your service. Jacky and Martin.

Sales staff excellent, product horrendous, service horrendous. My mistake I should never have bought 2 brown leather lounges and cleaning products from Freedom. I tried to remove a stain with their cleaning product but it became worse. I complained to Freedom and the cleaning product company with no assistance. The leather man they sent said it was the wrong product to clean with. I paid a lot of money for a very cheap nasty product. I will never shop there again

Freedom store has the people working who are self centred and doesn't care about resolving any problems with orders. On the 9.6.25 I have placed an order for a bed, bed side table, mattress and quilt covers. But I have selected a wrong address as it was mid night and was in a rush to place the order to get the free delivery. But I realised the problem immediately and sent an email to the order confirmation email. (Later realised this is a no reply email.) From the next day onward I have been attempted to rectify this. And spoke to Kyle via online chat first. I have been quite polite at this point and kyle mentioned that freedom updated the delivery address for bed and bed side table. Rest are with 3rd party delivery. And I got an email from Dawn that they are working on this. Quilt covers anyhow went to the wrong address and I managed to redirect this to a collection point as I had no idea who lives in the wrong address I put. And the mattress I received the email that it is going to wrong place. And unlike the quilt cover doesn't allow me to change the delivery or even to a collection point. So I contact Freedom via chat as I am worried what's happening. My mistake. But people make mistakes right? And with a company these scenarios must be quite common and should have a way of rectifying. And all I got from Kyle this time is wait for the email response. And that is when I lost my patience. If they can't change they should share the third party detail or email for me to reach out and rectify. But no. I have attached the entire communication on freedom online site for reference. As I am moving to my new house I have been in touch with so many furniture outlets. But never a site like freedom. And I don't wish to deal with them nor let anyone I know at this point. Worst company and be very careful if you ever consider them. At this point there is nothing I can do but to forget about the money i paid. Do not use this company. This is my advice. This is not a company you want to deal with at all. They don't care about customers.

Predatory Policies – Freedom Furniture Head Office Only Cares About Your Money

Avoid buying from Freedom Furniture unless you’re ready to be exploited. I accidentally selected the wrong lounge colour late at night while unwell, trying to take advantage of a free delivery promotion. Just three days later (on a public holiday), I realised from the confirmation email that I had to wait until mid-September for my order.

When I visited a store the next morning to find out why this was happening—especially since we urgently needed a lounge suite and we are new to Australia—I was told my online order was for a made-to-order colour with a more than three-month wait. Meanwhile, the correct colour I wanted was actually in stock.

To fix this honest mistake, I was told I’d have to pay a 35% cancellation fee and then repurchase the correct lounge—costing me an extra $812.70 just to change the colour. I wasn’t even asking for a refund, just the correct product.

The store staff were helpful, but the head office’s policies are cold, greedy, and opportunistic. No flexibility. No common sense. Just a system designed to profit from customers’ simple mistakes.

Be very careful with Freedom Furniture. If this is how they handle a basic colour change, imagine what happens if something truly goes wrong. I definitely won’t be recommending shopping here.

Please be very careful when ordering anything online from Freedom. They will send you the wrong item and then not acknowledge their mistake when called on it.

We ordered an Igana buffet in Black and Oak. The item that was delivered to us was a Sumatra 57A buffet in Anthracite and Bamboo (this item was not even available for purchase on their website). The only thing that is the same between these two items is the style. (I only realised the item was incorrect after it was built, and we noticed that the colours were not as expected. This was also explained to Freedom in all my correspondence with them. When I initially checked the package, I was only looking at the wireframe image of the item, which appeared to be correct.)

We would not have bought it if not for the photos and colours advertised on their website. This was an Online Exclusive item, so we could not go into a store and view it.

After I reached out to them, informing them that I believe the incorrect item was delivered to me (note that this can only be done via a form that has to be completed on their website, as there was no contact number or email that I could find), they came back to me stating that they believe, after their investigation and talking to their Polish supplier, that the correct item was delivered and that any difference in name and colour was due to translation errors. As such, they will not be offering me any remedy under the Freedom Warranty or Australian Consumer Law, as there is no manufacturing defect with the item. In my opinion, no translation error can make black into grey or oak into bamboo.

Since my initial contact with them, they have taken the listing for the Igana buffet down (which clearly stated the colour as Black and Oak, with photos showing the same), which leads me to believe that they know they made a mistake and just don't want to own up to it.

Ordered an outdoor set online - looked good in the photos. When it was delivered it was raining so the boxes were wet when I got home. Once I opened up the set the chairs were like kids chairs- really low- not suitable for adults and especially not manageable at all for my elderly parents. Requested a refund / to drop furniture back as it was no good for the space. Freedom said as per their policy ‘if it’s been delivered’ you cannot get a refund. Also I’d had to throw away most of the original packaging as it had been damaged. Well within the 30 day refund if exchange timing. Surely that can’t be legal. Might send a complaint to the ombudsman. Do not buy online because you most likely cannot return or exchange it. First and last time buying from Freedom.