Freedom Furniture Reviews 349

Do not buy the Sorento Leather Lounge or Chair for everyday use! The leather is soft and comfortable however after just over 2 years started cracking. A leather expert came out to fix. He said that the super soft leather isn't really designed for everyday use as it's more reactive to body oils and wears more easily. Also, the controllers for the recliner are down the side of the chair so the leather where your had slides down also gets ruined (no one wears jewellery, this is just daily use). Over $3k for one chair and 3k for a lounge and really, it's just for aesthetics. Leather expert suggests a harder, tougher leather for families or daily use as its been coated and offers more protection. We had a cheap leather lounge before this, and it stood up much better than this expensive one. Really disappointing as you expect to have a quality lounge for 10plus years when you spend $$$.

Worst shopping experience ever!

I ordered two coffee tables four months ago, and the delivery has been constantly delayed. The customer service team told me they have no control over the shipment, which is unbelievable! Even now, I still have no idea when my order will arrive.

This is not how a reputable company should operate! Don’t buy furniture from this company again!

Worst customer service ever. Customer support are hard to contact and when you do get through they don’t understand what you are telling them!
I placed an order last week and used two gift cards and the remaining paid from my bank card. The order was cancelled. Due to not having any stock I received an email 1/10 stating I would receive $125 back in gift cards within 24 hours. By Friday I had not received these gift cards so I called and they put them through to their department that handles gift cards. I then received two gift cards which were invalid and have no balance. These were the same gift cards that I had used to put make my purchase.
They are telling me that they issued the gift cards on the 28th and 29th of September. They were the gift cards that I had previously used.
I have called your customer service twice about this and the two operators answer. The phone have no idea on what they actually doing or understand what you’re actually explaining to them they have no answer and I doubt that they don’t know procedures. To put it Bluntly it’s poor customer service.. and please explain to me how I got a refund on the 28th and 29th when I only made an order on the Monday 29th.
So when will I expect my refund of $125 in gift card that’s going to be valid

The worst experience ever.
i wanted two marble side table. i have one on back order which still has not come after Seval months of waiting. the other one i picked up from the store got it home and it was broken even after i asked them to check the stock. When i returned it no one in stock would help with the item even though it is full marble and is super heavy even though there was several staff member free. i still have not received my order

Picked up a new lamp. Looks great in the living room.

Freedom does not even deserve 1 star. I purchased a bed that unfortunately was only available online. The courier service that Freedom insists on using sent it interstate. Freedom refuse to assist or take any accountability and all they could do was confirm my address. Offshore customer care, dodgy couriers and a bed that has travelled three states ,and is yet to be delivered. Don’t waste your time or money.

This is the worst experience I have had with a retailer since online shopping was created. I ordered dining chairs 5 weeks ago and have been sent the wrong parts for them 3 times now. I still do not have functional dining chairs despite having paid more than $450 for them 5 weeks ago. They are the Jiri 4 unit dining chairs, the screws sent are not long enough to reach the seat from the leg base to be screwed in. Despite the customer service reps understanding the issue based on photos, the third party seller is unable to understand and fix the issue - they keep sending the same length screws to my home. I have asked for a refund 3 times, no response. Do NOT buy from Freedom Furniture - it's basically a scam

I would never buy from Freedom again. I received a substandard couch and went into the store the same day. The Manager looked at my photos and agreed the product was not right, assured me I would receive a replacement, and even filled out a warranty form with me. She told me to keep using the faulty couch until the new one arrived.

A month later, when I followed up, she acted like she’d never spoken to me before. No record of the warranty. I had to start the process all over again. After 2.5 months, 3 different warranty representatives, and endless back-and-forth, Freedom dismissed my claim altogether.

The quality of their furniture is poor, and their customer service is even worse. If you value quality, service and honesty, do not buy from Freedom.

I ordered my table over a month ago, it came broken. Endless emails, generic replies, it is like pulling teeth trying to get this sorted out. Freedom are a joke, I am so over waiting. Jackie in their head office replies like she is on vacation and does not seem to even read the emails prior its like I am getting a new person every-time I email them back. I still do not have my replacement, it is just sitting in the box in my dinning room. They keep blaming it on the supplier Vetro Furniture, however they are the one I bought it from so I expect them to take accountability and just sort it out. Absolutely will never buy from them again!! So disappointed.

Thursday I was in the Glynde SA store and was assisted by Natalie Sampson. I have to say that Natalie's talent and ability with soft furnishings is admirable. Natalie went above and beyond for me in assisting me with my purchases and I greatly appreciated her assistance.

After my first review, Freedom’s “solution” was to divide my order of 4 baskets into 4 separate dispatches from 4 different stores. Who knows if this was done deliberately — but the result is appalling: over one month has passed since I placed and paid for the order, and I still haven’t received everything.

The process has been so stressful and confusing that I’ve had to keep track of which basket came from which store, which invoice belonged where, and which items are still pending. It should never be this hard to receive a simple $100 order.

When I sought help again, Freedom’s responses were still generic, dismissive, and unhelpful. Instead of properly supporting me, they continued to make me chase fragmented updates.

To make things worse, they offered me a 15% discount as “compensation” but forgot to include the code. I respectfully rejected the offer anyway — I never made this complaint to gain any benefit from Freedom. I just expected to receive my order in full, in a reasonable timeframe, without being treated poorly.

This entire experience has shown me that Freedom lacks accountability, coordination, and respect for its customers. I would not recommend them to anyone — buying even a small order online has been a drawn-out, stressful ordeal.

I will be logging a formal complaint with Consumer Affairs Victoria. At this stage, my patience has been more than tested, and the responsibility lies with Freedom to resolve this matter professionally!!

Freedom are always so difficult. I'm trying to buy a piece of art online but the delivery costs are extreme, I wanted to then collect from the store but they don't have them instore - so even if you went in to buy the item, you would have to pay $100=$180 to have the art delivered - what's the point of having a store?

Absolute bloody conn artist.

I ordered two Glasgow side tables in early July. While delivery was prompt, both items unfortunately arrived damaged, and the pull-opening mechanisms don’t work properly. I reached out to customer service right away to find a solution, but 28 days later, no resolution has been agreed upon.
This has been the slowest customer service experience I’ve ever had. I visited one of their stores in person, used their online chat twice, and sent multiple emails—yet still no outcome. It’s quite disappointing given the price point of the products.

Also, be aware that you need to keep the original packaging in case anything is wrong with your order. Even for store drop-offs, they expect you to repack the items. It's been a month now, and I’m still expected to hold on to two large boxes or pay for new boxes myself.

I would like to give them 0 stars.
Bought a $3000 entertainment unit which arrived as the complete wrong length to the one I had purchased.
I rang ‘Freedom’ to be promptly told that ‘aha!’you have purchased an online exclusive and therefore we won’t speak with you, and that my only recourse is to complete an online warranty claim with the drop shipping company!
I at length explained to the person I was talking to that, no Freedom is acting as the seller in this scenario and therefore are responsible for incorrect deliveries. Apparently they are not required to adhere to Consumer Law in Australia and can just run their own show.
Totally illegal!
Two weeks have passed and I’ve received a ticket update saying that they are looking into speaking with the supplier.
Absolutely disgraceful service and I will be contacting ACCC like others here.
Freedom used to represent Aussie well made modern furniture but now is no better than a Kogan Marketplace or worse.
Do not waste your money here, the quality is no better than I could have bought a lot cheaper myself from a unknown supplier.

If I could give zero stars I would. The customer service is terrible. My product was initially being sent to the wrong address even though the order I placed had the correct address. Then I needed to return one of the items as it simply wasn't needed. It was unopened. After chasing a response to my query for over 3 weeks I was advised I could not return delivered items.

YOU PAY PEANUTS, YOU GET MONKEYS!!!!!

Be very careful with Freedom Furniture, they are a subsidiary of Fantastic Furniture - they play the rules their way or no way!!!!!

I have had a terrible experience having purchased a Launceston desk, it arrived scratched, with missing screws and total misfits of bits that were needed for the assembly - which by the way, took a staggering 8 hours and cost me an absolute fortune to assemble!

The situation was escalated to a gentleman called Josh Morar - Head of Retail Operations Support who was extremely arrogant, rude, totally condescending and quite frankly should be Head of My Toilet Bowl for all the customer service skills he has!!!!!

When I told him that an item of furniture should not take 8 hours to put together without any prior warning, he responded 'it's flat pack furniture and I can't find any reviews for this product so cannot check if anyone else has experienced this!!!!!

Furthermore, when I requested a recording and transcript of our telephone conversation he advised that I had called him back on his personal number (which was the number he called me on - see above) out of hours and therefore no recording was available - how very, very convenient - not dodgy at all!!!!!

He called me at 16.50 on Monday 5th May (Labour Day!!!!!!), which I told him that it was not convenient for me to talk, he then called again the following day at 17.51 - I missed the call so called him back on the mobile number above at 18.38, which is why the call wasn't recorded!!!!! Incredible!!!!! Lets see what Data Protection have to say about this!

Eventually they agreed to give me $200 compensation but I have never received it, nor do they reply to my messages!!!!! Their customer service and manners are as bad as their product's quality - ABSOLUTE SH!T!!!!!!

Another item I purchased at the same time as the desk claimed to have been delivered to my home but I never received it, eventually after weeks and weeks and weeks I finally got my refund. They try it every time!

What is it they say - you pay peanuts - you get monkeys!!! Our Mr 'Head of Toilet Bowl' wasn't even a monkey, more a baboon!!! LET'S BOYCOT THEM!!!!!!!!!!

Steer clear of them - Ikea are much more customer focussed and their products are much higher quality than these clowns!

If I could give zero stars I would. All aspects of freedom customer service from purchase, phone, online, delivery and instore experience extremely poor. Now I have mismatched colour base and bedhead and had nothing but trouble with fabrics, delivery, sales person, online staff, in store staff, managers and the best discount they could do was $500 after spending over $2000 for a product that didn’t match not in original fabric , didn’t come when advised, I chased and over 9 months of chasing not one phone call or non generic email to me . I had to follow up constantly. This is the worst service I have ever received. Freedom should be put out of business.

I agreed to a refund, and to have bith fault items collected over one week ago, I've had no response since then, no refund, and no collection of products. Absolutely ridiculous
Do not shop their online exclusive, you can't call them for updates, they only take email therefore you are constantly left waiting

Would give zero. Brought a bench seat online. Colour on arrival was different to in pictures. Requested a return and refund. They tried to justify now ignoring me. I’m going to ACCC for support. Will never buy from them again after having purchased from them many times