Freedom Furniture Reviews 350

Dear Mr. Callard,

I am writing to express my deep frustration and disappointment regarding the handling of my recent order from Freedom.

On November 13th, I purchased a rug and paid $219 for shipping, with the expectation it would arrive within six days, as per the shipping estimate. To date, the rug has not arrived, and the handling of this issue has been abysmal.

Here are the key issues:

Conflicting and Misleading Information: I was told by Freedom that the courier is looking for my rug in their warehouse, and this could take up to 72 hours. However, after contacting both the courier and the manufacturer directly (who were far more helpful than Freedom), I was informed there is no estimate on how long the search will take, particularly as it is now a busy time of year. When I placed my order, it was not a busy period. This search could apparently go on for months.
No Resolution on Refund: Freedom has indicated that unless the item is officially declared lost, I cannot receive a refund. As no party seems willing to declare it as lost, I am effectively left with no resolution and no recourse for my missing item. This is not only unfair but also an unacceptable policy for handling customer complaints.
Lack of Communication and Action: Despite submitting three refund requests and asking four times for a callback, I have received no meaningful assistance or timeline for resolution.
Review Requests Ignored: I continue to receive emails requesting I rate the service I’ve received. Each time, I have rated it very poorly, yet no action appears to have been taken to address my feedback.
I feel completely let down by Freedom and its apparent lack of accountability and care for its customers.

I am requesting the following:

Immediate confirmation of the status of my rug and an update on the search.
A clear and fair resolution, including a full refund for my purchase and shipping costs if the rug cannot be delivered within a reasonable timeframe.
An explanation of Freedom’s refund policy and why it seems to disadvantage customers in situations like this.
Assurance that Freedom will review its customer service and resolution processes to prevent future experiences like this.
This matter has caused me significant inconvenience and frustration. I trust you will address this with urgency and provide a meaningful response within 48 hours.

Thank you for your attention to this matter.

The delivery guys argued that the recliner was too heavy and it should be returned. When confronted they did take it to the room. The $150 delivery is expected to install and removing packing. Nothing. I had to unpack, assemble and remove packaging.

Trying to return an item and it has now been over 5 weeks and I still do not have any information on how to return the item, just sporadic emails saying to wait, not sure what Im waiting for - the timeframe in which a return expires perhaps :)

They are really the worst. A delivery from Saturday hasn’t come through and no one knows where it is!

"Freedom's just another word for...................."
the worst managed retail store in Australia!
Staff not helpful at time of purchase,
waited 13 weeks for a 12 week order,
emails unanswered for 8 days,
they don't answer the phone (got that bad I telephoned from outside the store, no answer, went into the store, 5 staff behind the desk socialising!),
not allowed to inspect the order before delivery,
delivery fee was $250 (we're 8 kms away), other stores were $90.
No facility for bank transfer payment.
Freedom? never again. BE WARNED!

We purchased a Sofa and matching chair, for over $3800. After delivery; the fabric has pilled so badly the cushions look appalling. It is only 6 weeks old! Customer service say the pilling is not a fault covered under warranty and we must have not cared for the product as required. They instructed me to return to store to buy a de-piller! Fabric does not pill like this if it is of decent quality. I’m incredibly disappointed.
Future customers beware! I do not recommend purchasing from Freedom, I will never spend another cent there.

I would give zero stars if I could. Appalling customer service and they do not provide refunds if there is an issue with the item.

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.