Freedom Furniture Reviews 349

Horrible customer service team / department! Do not order from here if you can avoid it, which you absolutely can given the abundance of better options in the market. I have paid a fortune for Freedom's products (over $15,000). I have had products delivered with clear blemishes, like dirt and broken glasses that were ordered online.

When I attempt to make a complaint, I am met with rude customer service officers (if they're contactable at all) and have been told that the products are not damaged. One of their customer service branches doesn't even have a contact number and you can only e-mail them - which has a 7-10 day waiting time each time you respond. I have now had this happen on THREE separate occasions (things arriving faulty or damaged). As mentioned a large amount of money has been spent there in the past few months but never again.

I ordered a beside lamp. Item turned up quickly but turned up with the stem as a brown/grey colour and the shade white, which is obviously a stuff up in packaging. First off, they make it hard to contact them by only sending email from a DoNotReply email address and no additional contact details. When you do find how to contact them, they take ages to reply. What should of been a simple transaction and then a simple fix has turned into a complete debacle. I WILL NEVER BUY FROM THEM AGAIN and urge other to STEER CLEAR. I wish I had read the reviews before purchasing. Looks like another business that will head to the wall and then wonder why! Sort your shit out Freedom!

If no stars was an options that’s what I would select.
Will never recommend Freedom to anyone. Will actually steer people away from purchasing from Freedom.
It took 2 months and 5 follow ups to get a $2,300 refund for an item you couldn't provide despite the fact that it was in stock when ordering with an estimated delivery date and we had the status
'waiting courier collection' on our order.
Hands down the worst experience. Trying to get any helpful information was near impossible and extremely unprofessional which isn’t good for any company never alone a large so called 'reputable' company like Freedom.

Great customer service , communication and fast delivery !

I would give a zero star rating but unfortunately it’s a 1. I ordered a tv cabinet a month ago and as I am putting it together there were two legs leg that are damaged. I emailed freedom and days later they reply back and said I could take it back into the local freedom store. I did what they said, but they want me to take my whole cabinet in, when it is just 2 small legs that need replacing. I emailed them again still haven’t heard anything it’s been a month now since I bought it and I am stuck with a half cabinet put together that I can’t even use. I just want to return the legs not the whole thing. Customer service is poor, communication is poor. I will never buy off freedom again!!!

On the 7 Dec 2024 I received my coffee mugs of which 25% were broken. The unbroken mugs were of good quality. I received several email stating they would investigate and get back to me. I sent them photos and a copy of my invoice on the 8th Dec. It is now 20 Jan 2025 and despite me sending several emails asking for follow up I have heard nothing.
Their customer service is very poor.

Possibly the worst online experience I've had and very surprised seeing as the in-store experience is vastly different.

I've purchased many items from Freedom over the years both in store and online so I trusted the brand. I bought a side table online on the 4th of December 2024 and to this day despite multiple emails (they don't have a contact number ANYWHERE) I have yet to receive anything except the initial email asking for patience and saying they had followed up with the supplier.

What it looks like to me is the table was out of stock and they never disclosed that online despite me getting advertised the same table on Instagram a week later. Shockingly bad and the delay on getting back to the email is ridiculous. I doubt I'll ever see the side table or a refund.

Ordered a set of Turkish Towels in their online store in November for Christmas. They never arrived. I followed up with them in January and they informed me that they were never in stock and they never bothered to tell me. This was very disappointing as I was left without a Christmas gift for a relative. If they had just told me they weren’t available I could have bought some elsewhere. Refund still not received despite a complaint and multiple follow up calls. One of the worst customer service experiences of my life I will not be shopping with Freedom again.

They sell products with a markup from other suppliers as "Online Exclusive". I purchased a queen bed from them called ARLOV and it arrived as a product called MARLO from another furniture company. I could've bought it for nearly $400 from the original supplier. Freedom does not accept returns of furniture or offer a price match. Sigh!

This is a scam company - recommend avoiding. Delivered wrong product. After five weeks of calls and emails, Freedom will not resolve issue. Customer service either will not help - only able to speak to a chat bot or offer vague replies with no solutions. Head office phone goes to voicemail and in store staff cannot assist. Again - scam company.

Scam scam scam.Order placed on 1/12, eta by 31/12 and nothing have happened so far after 6/1 after two contacts.

We ordered a chair and ottoman in pearl mist and on delivery the chair was wrong - ivory color delivered. After spending more than a day to register a warranty - not sure why as it was their fault - the second delivery arrived today and exactly the same color again !! Have sent details through three times and they can't get it right !! Not sure why one shops at Freedom as 90% of reviews are 1 star. Will definitely never shop there again and at the time the staff was arrogant and said that is how we do things - take it or leave it !! Best is to leave it in future

Ordered Euclid cotton quilt cover set auburn King size on the 30th of November, 1 week later bedding delivered, half way to open the package, (plan to wash the bedding) saw the size “Queen size” I straight away communicate them via email and live chat so took the package to one of the freedom store, two staff made fun of me because I’m Deaf but I ignored them, I got the refunded, one of the lady told me doesn’t have in the store only online (she is not one of them and she is lovely) and came home I ordered again on the 6th of December and made sure “King size” so delivered within a week, i checked the size I was so happy. I opened the package, I shake the bedding and put in washing machine (I followed the instructions) I hung up the washing and I noticed two tiny holes on pillow case I took photo of the pillow case. I emailed to freedom with pics, “Ella” one week later on the 23rd December she apologised and want to know what wrong so I explained to this lady “Ella” and suddenly this morning Ella replied (looks like is a copy and paste) saying thank you for providing more information. Saying that I mishandling.. and not able to help me further.
I will never shop at Freedom again.. their services, their mistakes, poor quality, pack wrong sizes.

We purchased a mattress on a pay extra for a cash card. The manager assured us the mattress was at is cheapest ever. Two days after the purchase, the net price was over $200 cheaper. After realising this we visited the store, and the manager said he could never make that statement. Both my wife and I knew this was not true. Tried to buy a pillow with $50 promotion, the store had 3 terrible pillows on display. A terrible experience. Delivery guys were good.

I ordered pool loungers well in advance, specifically because they were advertised to arrive in time for Christmas. While I understand that delays can happen, especially during the holiday season, the complete lack of communication from this company has been unacceptable.

After the delivery timeframe was missed, I received no updates or explanations regarding the delay. I submitted two online queries about my order, which were completely ignored. When I finally called customer service, I was told that my queries had indeed been read and ignored, which is shocking and unprofessional.

I was assured my case would be escalated, but four days passed with still no response. I had to call again, only to leave a voicemail because no one answered. Finally, someone got back to me, but when I replied to their message, I was ignored yet again. It’s now been four more days, and I’ve heard nothing.

This experience has been beyond disappointing. Delays happen, and I can be understanding of that, but what I find disgusting is the complete disregard for customers through poor communication and nonexistent follow-up.

Now, it’s clear I won’t have the loungers in time for Christmas, which was the entire reason I ordered them. I expected better from a company of this size and reputation. I would strongly advise others to think twice before ordering, as their customer service is severely lacking.

I should have read these reviews before purchasing, I made the mistake of thinking this was a trusted brand.
I ordered a rug 3 weeks ago, it said I should have received it 2 weeks ago. Trying to get in touch with customer service is ridiculously hard. They took over a week to respond and it was a generic message asking for patience. Radio silence since. Still don't have my rug. Starting to think I should investigate legal steps.

We purchased 6 dining chairs and unboxed them a few days ago. One chair has a staple poking out of the leather seat. We rang and they said bring it back in. We took it back and was told we need to complete a warranty claim because that their policy now. This is nuts. We now need to complete paperwork and wait several weeks to get a replacement.

We'll be buying from somewhere else from now on who can standby their product.

So think carefully before you buy and they give you back some patronising statement like "we're really sorry your not happy with the product but that's our policy so have a great day... next customer please"

Please avoid this furniture store at all costs. I ordered something that is expected to arrive in two months, but I don't want it, and there seems to be no way to cancel the order.

Worse service I could have, trust me you don’t want to buy from them.
Customer reps are so rude and protect themselves behind policies that go against the Australian consumer laws.
I ordered a sofa and on the receipt I realised that the side of the chaise was wrong. So I asked them ON THE SAME DAY to swap it and they told me that it goes against their cancellation policies.
How stupid is this. Freedom do better.
The ways I was treated and how rude you were shocked me. I will not be able to recommend your brand to anyone.

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.