Freedom Furniture Reviews 349

Was looking one night and found the perfect table it was in the sale I put it in my cart as it was late , went to buy the next morning only to be told the sale ended at midnight on that night ! I explained it was in my cart but they said it wasn’t I ended up paying full price for a white table as I loved it
It arrived within a week so I sold my old table the morning it was coming.
When it arrived it was a black table not white !!! I am furious I have no table and just keep getting tickets saying we are very busy .
You can’t speak to anyone it’s all emails I am now a week with no table and no sign of it coming
to make matters worse I found the exact same table on line $100 cheaper NEVER AGAIN dreadful customer service

I ordered a leather lounge from freedom because of the price. What a mistake. It looks the part but the lounge has a chemical smell to it that causes my eyes to water. I think it could be the dye on the leather. I have tried for days and days with multiple different methods(vinegar, bi-carb soda, detergent, isopropyl alcohol, citrus cleaner, leather cleaner) and the smell is still there, it hasn't even faded. Whatever you do, DO NOT buy a leather lounge from freedom furniture. Get a fabric one maybe, but for the love of all things dear to you, do not buy a leather lounge from Freedom. They literally stink to high heavens.

Disappointed by Poor Quality Standards and Lack of Customer Care

I had a truly disappointing experience with Freedom that I feel obligated to share. I purchased several dining chairs, trusting the brand’s reputation for quality and style. However, what I received was far from acceptable — multiple chairs had prominent, dark gum veins and inconsistent grain markings that were not present on the display models in-store, nor disclosed anywhere in the product descriptions.

I made every effort to resolve the issue directly with Freedom. On their advice, I visited three different stores (Myaree, Osborne Park, and Cannington) on a public holiday to try and exchange the chairs. I spent over two hours driving, used my own fuel and personal time — only to find that the other chairs in stock had equal or worse flaws.

I then proposed a reasonable solution: to visit their warehouse to hand-select chairs that met the standard of the showroom model. This request was denied. The responsibility to fix this issue was pushed entirely onto me, the customer — despite the fact that this situation was due to their inconsistent product quality.

When I requested a refund, I was told it was against store policy. But store policy does not override Australian Consumer Law, which clearly states that products must be:
• Of acceptable quality
• Match the display model
• Be fit for purpose

The chairs I received were not representative of what I saw in-store and, in my opinion, were not up to the standard expected for furniture at this price point.

Worse still, I had to repeat myself multiple times and felt my concerns were dismissed rather than addressed. I was never offered a meaningful solution beyond what would benefit the business, not the customer.

This experience has left me feeling frustrated, disrespected, and completely let down. I expected far better from a retailer of Freedom’s stature. I won’t be returning and cannot recommend them based on how poorly this was handled.

Garbage service and support.

I ordered a couch 2 weeks past nothing from them, I chased them up and they told me they lost the order. I then asked for a refund to the gift card i used and now they want me to wait several weeks......

Asking for a refund so I can spend my money elsewhere their internal support system is so bad, you cant speak to anyone that can do anything there and their team takes 3 days between emails to reply. This has been going on for almost a month now. Wish i never engaged with them in the first place

Bought this 2 months ago and has already started crumbling at the base.. not a defective product as per Freedom and also not included in warrenty.. Disappointing

Made a purchase of a furniture item online 6 days ago. It is on back order to be delivered perhaps in 2-3 weeks.
Today entire site is 25% off and your cannot cancel order and repurchase/price match or return and repurchase. Terrible policy that only allows for 'change of mind' returns for homewares.

I had to give 1 star to write the review but it should be zero....Bought a $1,000 marble terrazzo coffee table and it started to crumble after 15 months....washed their hands of responsibility when it was clearly faulty...avoid them at all costs

Our complaint is in relation to the Sorento Sofa bed couch. We have had this couch for 18 months and it looks like we've had it for 5 years. It has become the most uncomfortable couch to sit in as the design of the seat cushions are thicker at the front and taper off thinner towards the back. At first, this was ok, but over time the seat cushions have compressed and sunk so the back support has gone. The back cushions also keep slipping down into the space at the back. The fabric is terrible - it constantly puckers and you need to use a lint remover constantly to make it look semi decent. As for the sofa bed, it is pretty uncomfortable (you can feel the bars in your back) and really is only suitable to sleep on for a night or two. Do not waste your money ($3,300) on this couch. Note that there are several other similar reviews that state the same thing, yet Freedom continue to sell it and won't even consider a replacement.

FREEDOM Furniture poor customer service and no integrity.

I went online on Thursday night to see if I could find a lounge room buffet that I wanted to buy for my lounge.
I searched in Google and a number of items came up that caught my interest including a couple buffet at Freedom.
I looked at two that they all day Friday back and forth on their site as they were on sale.
On Saturday I thought yes it is one of these two, so I emailed about one (as the dimensions were the same for both) to ask some questions about delivery.
Now remember this is an ONLINE sale and their stores are also open 7 days. I expected to hear back from them on the day, because if you are having an ONLINE sale you would be sure to be having your ONLINE team manage any inquiries that came in for those products so as to be able to sell them and reach your sales target etc.
Usually ONLINE sales are to move old stock or clear the floor so to speak.
I received no response Saturday or Sunday, by Monday was thinking this is really slack of them, kept checking the items were still available and made my decision about which buffet I wanted out of the 2. They were both 50% off the RRP.
Tuesday morning I am thinking do these people know how to run a business and before work checked the buffet was still on sale which it was and sent another email about delivery.
I got a spare minute at lunch and thought, bugger this I will ring a store, only to find that it all has to be done online as I had been doing, but was informed there is a chat window, which hadn’t come up on my home computer or I would have used it.
So on my phone I went and there was the chat window, spent the usual 5 minutes trying to get around the virtual customer service that can never answer a question – why these compiles have these I do not know.
I finally got through to Cherry who after I explained my situation then proceeded to tell me in company policy terms that the sale had ended yesterday Monday, even thought the item had still come up as being on sale on my home computer and even though I had waited now 4 days with no response to 2 emails about delivery that I could not have the buffet at the sale price.
I could not believe it, I was being penalised because they didn’t resource their ONLINE sale and I had now been informed I’d missed the item by 12 hours and they wouldn’t honour the price.
I then rang their Head Office and spoke to Taren, lovely lady who said she would ask her Manager to see if it could be approved.
Late yesterday the same day I received an email with an offer of 30% off the RRP.
I just could not believe that a company would act without integrity as Freedom have acted. It is obvious that they wanted to sell the items as they had discounted them, I had acted in good faith in their ONLINE space and now they are going to be acting as if they were doing me a favour by offering me 30% when it was on sale for 50% off.
NO INTEGRITY WHATSOEVER.
I am more than shocked, I have bought I would estimate over the course of my life about $40,000 worth of products between Freedom and the Old Coco Republic and as a company they were always great.
Isn’t disgusting how when these brands that you trust and think have integrity move to the ONLINE space they become 3rd class players just like every other creepy company online.
Shame on you Freedom, if you had any INTEGRITY YOU WOULD HAVE HONOURED THE PRICE ONLY 12 HOURS LATER BECAUSE YOUR STAFF DIDNT' DO THEIR JOB you’ve just lost my business and any of my family and friends for ever moving forward. No more lux candles and nic naks when I pop into Richmond from you, these things all add up you know.

Freedom furniture in Glynde… beautiful staff, lovely furniture and good help ! However, have you ever spoken with their call centre ? What a joke ! Very very poor and what a way to ruin your business.. do better please.

We purchased a 3 seat leather recliner lounge at approx $4200 with delivery and install by Freedom. After the install guys had left and we stood back to look at the lounge we noticed that 1 of the 3 seat pieces was not aligned correctly with the other two in that is was approx. 40mm higher in its construction. We reached out to make a complaint, they initially took 2.5 weeks to reply, we gave them all the information they required then waited and waited for a response, we reminder emailed 3 times with no response and then eventually called them (7 weeks after initially contacting them). We did have a response later that day that they regarded the lounge to be within tolerance (judged only by photos), they did not provide any documentation as to how a product is judged as being within acceptable tolerance. They rejected our claim to do something about it, not bad for $4200. Every time someone visits us they notice it, we will be sure to give the appropriate advertising advice that it is a quality product supplied by Freedom Furniture. We are very disappointed that after 25 years of buying Freedom lounges for use throughout our houses that this is how we are treated. Our lounge should have been assembled and quality checked from the factory and rejected rather than just being dispatched as is.

If i could give 0 stars i would!
I paid for a 3 thousand dollar dining table online with Freedom and they only delivered one tiny base “stump” and the rest of the table was missing. i was home for delivery as i left work especially to be home for it and there was only one tiny box. even the box had 2/3 which meant two other boxes were missing and its a 3m dining table how. Now no one will take responsibility for losing the rest of the delivery and you can’t even speak to a human as the online centre is email only. i just want a refund and apparently i’m not entitled to that as they don’t know what happened to my table but no one has contacted me to explain how this happened. i’m disgusted and appalled by al the parties involved from the warehouse, freedom and the delivery company. just don’t shop with freedom at all

I purchased a mattress from Freedom online. It was beautifully described and sounded very comfortable for a spare room.
Reality. The topping was so thin you can feel EVERY SPRING that would soon dig into you hip.
The sides were covered with the thinnest of material and I can literally grab the springs inside through the material.
I politely complained and requested a refund and the matress to be collected (customer service assured me i was safe buying online, before I purchased as customer service/warranty would sort any issues) . Nearly a month later, only being able to communicate via 'an online ticket' system, unable to speak to a person. I have been offered a token gesture of $50 to keep the matress and close my complaint.
This is a response of a Chinese scam NOT Freedom.
Very unhappy and contacting the ombudsman.

Please be very cautious before purchasing from Freedom. We spent thousands of dollars on furniture, but were never informed that installation wouldn’t be included, nor that there would be no assistance with removing packaging or boxes.

We were also given what appeared to be a gift voucher, which I used for an online purchase months ago — but the order was never delivered. On top of that, despite unsubscribing multiple times, we continue to receive marketing emails.

Overall, the service has been extremely disappointing, and I would strongly recommend others to avoid shopping with them.

Bought a 3 piece ,lounge in August 2024. When we sat in the leather lounge in the showroom it was good. We bought the fabric and 9 months later the lounge cushion which is in 2 pieces and fixed to the lounge so not individual cushions. They are still hard with no give. The foam inside the cushion is really hard and so uncomfortable. So beware when buying lounges.

My experience with Freedom’s online ordering was incredibly frustrating. I placed an order, the payment was deducted from my account but I received no confirmation email or evidence the order was processed. It turns out their website had a serious glitch — accepting payments while failing to register orders — yet they didn’t bother to post a sitewide banner or take the site offline to warn customers. I’m left out of pocket, relying solely on a verbal assurance of a refund within 24-48 hours, which feels flimsy at best. I contacted my local store for help, but they couldn’t assist with an online issue. Customer service acknowledged the problem but offered no solution either. The lack of accountability and support is staggering.

Ordered an entertainment unit from them, and we recieved 0 communication about shipping. I followed up with them multiple times asking where it was as the shipping period had long passed. Eventually, they said they couldn't find it at the depot and that it was potentially lost in transit (I don't personally believe it was ever shipped). I had to proactively ask for a refund, and when they did refund it, they only refunded the product cost, but not the shipping cost? Absolutely ridiculous that I am out of pocket for their error.

Poor quality product, worse customer service. Ordered six chairs for over $1,400 that broke within weeks. Customer service stopped responding.

Ordered a mirror, expected delivery was about 1 week. It's been 3 weeks and it hasn't even been shipped yet, no proactive communication from Freedom informing about the delay and no compensation for the delay. Don't order online from Freedom NZ.

Freedom are an absolute disgrace! They have an on the spot 25% off sale for one day only. I purchase 2 pieces of furniture just hours before the sale begins, but they will not give me the discount. They are not even slightly interested in helping out a customer, just ripping them off. They also charge over $500 for delivery but also do not let you pick up the furniture instead, so you are forced to pay the price they state. I have a friend with a truck that could have picked it up, but they were not allowed to go to the place where it would be shipped from. I run a business myself and I would lose so many customers if I did business like this. They could not care less about any customer!