Freedom Furniture Reviews 

Disgusting service ..I will never buy from freedom again! We waited 12 weeks for our new leather couch only to receive a damaged product where the leather has been grazed. And now they have offered to repair it by painting the leather!!! I cant believe they think this is ok...sorry we didn't purchase a seconds product or wait 12 weeks for this!!! I thought Freedom was better than that! Apparently we've been told "when there are humans involved unfortunately these things can happen"...
If I wasn't so upset this would actually be funny!!!! ...Freedom you need to do better!!!!

Unhelpful and somewhat deceitful customer services. Used to be my first stop for furniture, now will be my last.

Asked about a discount for a full price product and was told that it could definitely not be discounted now and not worth waiting for a sale. Took this at face value as have bought a lot through Freedom and thought they were an honest company. 2 weeks later and the item is now on sale!!

They did not entertain a price match nor apologise or even acknowledge their misleading statements. I have had totally different experiences from companies like Temple and Webster and Koala that immediately give back the difference, and Adairs even advise to wait if a sale is coming up.

A really disappointing experience all round especially how much I have spent with them previously. Their loss ultimately as will be prioritising companies like the above in future.

The freedom furniture ad hate it..the way she talks it's just creepy and Gross

Order just never arrived. Customer service don't want to assist and keep referring me to the courier company (who are obviously even more useless). Cannot take accountability for failing to deliver an order. Avoid.

We purchased what we believed to be a high-quality wooden coffee table, but within just a few days, the surface began to bubble due to spills. This indicates it's an unsealed laminate rather than solid wood, as expected. One would reasonably assume a coffee table should be durable and suited for everyday use. However, Freedom Furniture has denied our warranty claim, leaving us no choice but to escalate the issue to the ACCC (Consumer Affairs) for resolution. Based on our experience, we strongly advise against buying from this retailer, as they seem to sell subpar furniture and fail to honour valid warranty claims.

I bought a desk and chair on 2nd of June; it is more than 3 months later now, and nothing has been delivered. Their communication is pretty much non existent. And the people at the shop, refer you to the website. I will not buy from them again.

I would give zero stars if I could. I will never purchase anything from Freedom or associated companies. The buffet I purchased was delivered with multiple faults that were very obvious and unsightly. Freedom refused to refund my money in breech of Australian consumer laws. After months of non existent customer service emails from Freedom, my credit card company reversed the payment based on the product being faulty. Freedom did not respond to my requests to collect the buffet.

One Star - Extremely Disappointed with Serento Sofa and Customer Service

I purchased a Serento sofa from Freedom, and within three months, it started pilling so badly that it now looks like I've had it for 60 years. When I raised this issue, they dismissed it as "normal" and made me go through an awful claims process. The whole system feels like you're jumping through hoops, and they only respond just within the legally required timeframe.

The stores are useless—everything is handled through an automated complaints system that just sends out scripted replies. Every time I respond, it takes 10 days for them to get back to me, and it's always the same runaround.

I spent $6000 on this sofa, and they don't even properly look at the photos I sent. They say they're not "experts" on pilling and suggest getting an independent assessor. Good luck finding one of those!

Save yourself the frustration and do not buy from Freedom. Worst experience ever.

Purchased the cove dining table within nearly 2 years the laminate begun to peel, contacted freedom then they brought out a repairer to asses the fault, and was then accused of purposely damaging the table and placing a hot utensil , when that never happened ! How can you accuse a customer of doing something that never happened there is no burnt makes what so ever do you really think I would sit there and damage my furniture for no reason ?? Just so they could get out of the warranty claim, extremely rude customer service I have never had such a horrible experience in my life leaving me mentally drained and exhausted after going back and forth in emails with still no resolution after being a loyal customer for many years.

My experience with Freedom Furniture has been extremely disappointing. Despite purchasing a $1,500 bed that is less than three years old and has been used sparingly, it has already broken beyond repair. The lack of timely and effective communication from Freedom Furniture has only heightened my frustrations. I am deeply dissatisfied with both the quality of the product and the level of customer service provided. Additionally, my private information was inadvertently shared with another customer when they were repeatedly cc'd into my email correspondence, which is a significant breach of privacy.

I ordered couch and ottoman 9 April 2024. You are not advised that there will be a lengthy delivery delay until after payment - 3 months then a further 5 weeks added so all up finally got delivery 27 august I think the is unacceptable they have use of your money at n interest to them and no consumer protection if they go belly up. Also note that you need to keep a record of when you receive the item all you miss out on several months cause the only date you have got is order date. Keep your delivery docket as proof of receipt

I bought a Bangalow Counter Stools x4. Product have a rattan seat which is brittle and got damage for us barely using it within 2 months. I called the costumer service and they refuse to give us a refund!. All 4 stools are Structurally poorly made!. They only reply to you when you called them. They classified the item as minor fault so they can get away of giving us a refund and offer a store credit. Bad company to deal with I would say the item we got is Majorly Faulty. Avoid this company at all cost. Im now co-operating with Fair Trading.

I ordered x 2 rugs from freedom on the 10th July (Miss Amara Exclusive Collection).

I received the rugs approx 2 weeks after ordering them, when the driver left I noticed one of the rugs was not the same as the other rug I had ordered.

I reached out to freedom online and filled out the online form with photos attached showing both my rugs are not the same. One has tassles one doesn't.

I am still waiting to resolve this matter customer service is extremely poor they were having an issue trying to locate my order originally which took a few times to sort out with them I still have not resolved this issue as they don't reply back.

I spoke with my local Freedom store to see if they could help sort this out as I want a replacement item not a refund, they could offer a refund but can't assist with a replacement rug.

I really would be careful buying from Miss Amara through freedom (Dropship) my issue has been handled poorly.

They don’t care at all. Bad qualityHonestly such an upsetting experience and a waste of my time. I ordered a bar cabinet and picked it up on the 29th of June. I went home and could not put it together as the holes were not drilled in the right spot - my husband is a builder so I know its not user error.
I emailed the trade support that day with photos but got no reply. I then contacted the help chat and they said I needed to fill in a warranty form for a peice of furniture which can not even be put together. So I did that. Weeks and weeks I went through that process, was told I wasn’t the purchaser - my name is literally on the invoice… they ghosted so many times and I needed to go via the chat to get an update. About a month in of having this useless half assembled furniture in my tiny apartment I then lodged it with Fair trading because I realised freedom had no intent of rectifying it.

I sent a letter recommended by the ACCC which is seemed to make freedom move. They wanted to give me credit but I really didn’t want anything else from them after this awful experience and the hours I spent writing emails, on their chat and on the phone with them.

Freedom then said they would collect it - but they never told me just told fair trading. I just got some random text that a delivery was coming… then fair trade called me. But no one could confirm if they would actually refund me. So I locked in a date and waited all day at home. They texted to say they were close and then never showed. they said they called and run the door. Trust me I was keen to get rid of this thing no way I wouldn't be home. But no one came.

The next delivery dates are so inconvenient that I cannot do it until December because I am away for 4 months for work. I have been trying to rectify this for 8 weeks now and honestly have now officially given up. I will be putting the furniture out in council clean up which feels so wasteful and just accepting I will never get my refund from these guys.

Their shoddy furniture will never grace my home again. Honestly I have had better experiences at Fantastic furniture for like 1/4 of the price. Please guys, if you buy anything from these guys they will not sought you out if it is faulty. they will just string you along until you cannot bare it anymore and give up. They must be contributing massively to landfill with this attitude because they could not care less when their products are faulty, they are not shocked at all which makes me think this must be normal to them. Just go elsewhere please! Don’t make the mistake I did and buy a chronic headache!

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!!