Freedom Furniture Omdömen 344

We purchased $12000 in homewares/furniture from freedom. The delivery drivers scratched the top floor dragging boxes over it. Freedom initially accepted responsibility over the the customer care line, but later withdrew this, as "their" investigations lead them to believe the floor was scratched before they delivered it by "other" removalist. Our photos show the freedom boxes on our outside deck through the doors lining up with the scratches.
It has taken 3 months of action. They will not cover repair costs. Consumer affairs will not take action either siding with freedom.
Freedom are essentially calling us fraudsters.
If had time I would take them to small claims tribunal but they win this time...
Freedom and Amart I will never set foot in 1 of your stores again.
Freedom loose now as the Dining Table $6000 chairs/ bar stools $3000. We will now purchase at Harvey Norman.
My only course of action is rating you 1 star. A fair chance was given to do the right thing.

RED ALERT ! Don't buy this LOUNGE! NO Warranty that falls in Line with Australian consumer law! Purchased the modular Eton and armchair- Feather Filling is terrible!!!!! Every time you sit on the lounge it looks like an EMPTY PLASTIC BAG!
FREEDOM Furniture is a disgrace! I contacted them a few weeks after receiving the lounge which took 2 months longer than I was told, they don't tell you that this lounge has Duck Feathers in it- DON'T BUY this lounge or expect any "Reasonable" redress or after sales service. They sent out their own" Lounge Technician" ( is this a job?) and he walked in and said ah yes- well its customer Dissatisfaction- NO NO NO its Shoddy quality! His appraisal is apparently 'GOD" cause he is their man! Paid 5K for the lounge and the armchair- They have breached Australian consumer rights and I have been forced to escalate it to get some sort of remedy.
Another Dodgy Company Ripping people off! If you buy anything from them you are on your own!

Refused to take any accountability for faulty furniture and missing parts
No refund or chat response
Have engaged NSW Fair Trading

TL;DR: These guys are the worst, do not buy from them. They treat their customers like dirt, don't care when they stuff up and won't take any steps to rectify things.

We bought this for our baby room and it was delivered faulty (water damage and also it's kind of shoddy). We contacted the warranty team to organise a replacement and they informed us that it would be two weeks before we could get a replacement.

I asked them to at least refund the delivery fee, and they refused as they were 'replacing the item for free, and the delivery service had already been done'. They are also rubbish at follow up and I've spent hours on the phone talking to staff who refuse to help.

As this stage, we have been storing their faulty item in our baby room for two weeks, meaning that we can't organise the space. We are both time poor and this has stalled our preparations.

The only compensation they offered us was a $100 gift voucher to use at their awful store (what can you buy from Freedom for that price anyway?).

Total shambles, avoid at all costs.

Goods delivered damaged (twice - original and replacement). Arranged 5 separate picks up dates and each time no one turned up. Twice was given a "confirmed pick up window" by customer service team. When calling courier company was told they don't do confirmed windows for pick ups. When this was a put to the customer service team they called it a "miscommunication".

Appalling customer service - you can't call them via normal Freedom customer service line - they take days to respond.

We had to dispose of the tables ourselves. Will never buy anything from Freedom again

Footrest on my recliner dropped after a couple of years and was scraping on the floor. They refused to cover it claiming that moveable parts not covered as warranty had run out. They based the fault on photos sent in and refused to send someone out to confirm. I had to write to a higher power and eventually they sent someone out. They determined the moveable part had dropped and refused to cover it. Secondly, the power pack for one of the recliners stopped working. I did not expect this to be covered but i did expect to be able to purchase spare parts. This was not the case….they do not keep spare parts. So overall after sales care was shocking. I will not be purchasing anything from this retailer again.

Avoid at all costs. I have spent thousands of dollars on freedom furniture when we moved because they have such a beautiful looking furniture. Looks is the only thing going unfortunately. The quality of the furniture is very bad. The outdoor furniture should be considered unfit for purpose since the furniture deteriorates within a year so quickly. Even after getting consumer protection involved they can still get away because they have it under the product care information. You are better off going to Kmart for cheap stuff and it will last longer.
Has to be the worst customer service I had ever experienced.
Delivery - don’t bother. They took our lounge out the box to fit in through the front door. Put it down on the asphalt on the side and made it all dirty. Then they didn’t have time to do for extra 5mins and said “we have another delivery so we have to go we will put it in your garage a you can sort it out”. So much for their delivery service that is supposed to put on the spot. Imagine it thy said that to and elderly people?
I complained to freedom and they said that it is not acceptable and we will refund for the delivery. Then they ghosted me.
Never again purchasing from this shop.

We purchased a $5,000 Barret Electric Recliner sofa from Freedom Furniture Mile End, Adelaide.
Unfortunately after only six months the foam filling in the arm rests and lumbar area has flattened resulting in these areas being unsightly, unsupportive and uncomfortable.
We lodged a claim with Freedom who arranged for an independent inspection by a leather & fabric specialist.
During the inspection the man told us that he sees this issue regularly, that the filling is made from poor quality material, and that the only way to remediate the issue would be to replace this material. He was very clear about this, obviously giving the caveat that his report would be sent to Freedom Furniture and they would determine the final outcome, but he appeared confident that he would be in touch to arrange pick up.
Unfortunately we have now received an email from Freedom saying they are not going to fix the issue as they don’t believe the ‘settling of the foam affects the quality, performance or durability of the sofa’ it is ‘not considered a manufacturing fault’ and ‘falls under the Warranty, Terms & Conditions - Exclusions’.
We requested a copy of the report only to be told it was ‘an internal document’ and they were unable to provide any further assistance.
This is obviously disappointing and unacceptable as it is a no brainer that poor quality foam affects the quality and performance of the sofa.

We purchased dining chairs and 16mths later after normal use the upholstery is de laminating. The way claims are handled is with rote responses, I question the process that Freedom use to ensure they are meeting their warranty obligations. Clearly I am not the only one to experience this. We will be taking this further.

Terrible customer service. They delivered a foot stool a month late (and only because I followed up) and now refuse to accept a return due to their return policy on the basis that is a “change of mind return”. A change of mind return? I wouldn’t have ordered the foot stool had I have known the actual extended delivery timeframe. So I’m penalised although they haven’t fulfilled their end of the bargain?

Warning to future customers:- one star given as I cant provide a 0....... Order taken in store, no information provided on delivery timeframe, although when you look online its within 3 weeks of order. after 3 weeks no response or information provided on your account. try and contact Freedom helpdesk who respond with you should have looked when you ordered, informed the helpdesk provider that it was completed in store by a Freedom employee, outcome was you need to wait and we will let you know when its sent. E-mail Joondalup store requesting some information, e-mail ignored and never responded too. Contact customer service number who inform me that its not there department and cannot help, asked to send in e-mail. sent in e-mail and told 2-3 days for response. 4 days later still no information, recalled the helpdesk and told they will e-mail department. Finally get a response with no apology and a date for shipping. as normal date comes and goes with no information. e-mail back with no response...... Still waiting for an update. Now website shows if i order now i can get delivery in 2 weeks, excellent when you have already been waiting 4 weeks. Basically Freedoms slogan should be:- Freedom to take your money, Freedom to provide zero customer service, Freedom not to send the item, Freedom to provide no refund Item finally arrived 6 weeks after ordering but missing parts, called Freedom Customer service and was told that the Online sales assistant did not have a contact number and they would e-mail them to see what was happening.... Again lets make the customer wait longer. Decided that Freedom was of no help so called the online company myself and spoke with a super helpful customer service assistant who apologised and confirmed they would arrange an alternative part to be sent ASAP. Maybe this company should cut out the middle man......
Like a comedy act, the saga continues… Another update from Freedom, including only the second apology in this long-running battle to receive a simple coffee table. The latest message proudly informs me they’ve arranged yet another replacement leg that will be picked up and shipped to me ASAP. So naturally I checked the tracking. To my surprise, it reads: “Pickup attempt unsuccessful – awaiting rebook confirmation with sender.” At this point I’m starting to think the table leg has its own travel itinerary. In the meantime I still have a large box sitting in my hallway and I’m a few hundred dollars out of pocket. I’m genuinely curious what this week’s delivery update or excuse will be. Lesson learned: I should have gone with another furniture supplier. Again, well done Freedom.
Update on the ongoing saga with my order from Freedom. After seeing the latest tracking issue, I contacted the Freedom call center for an explanation. I was advised that the matter would need to be escalated to another team. When I asked why a manager was not available to speak with regarding the ongoing issues, the call center operator simply hung up.
This level of customer service is extremely disappointing and does little to resolve what has already been a long-running issue just to receive a functional coffee table.
Under Australian Consumer Law, products must be of acceptable quality and fit for purpose. At present the item supplied is still not functional, and the ongoing delays and lack of resolution are becoming unreasonable.
Freedom’s handling of this situation does not reflect a customer-focused approach.
Final update, leg is still in transit somewhere with very limited updates, and when calling customer service to discuss with a senior manager the operator hung up the telephone on me. WOW customer service at its best….

Purchased Selena Bar Stools 11 months ago. Noticed tarnishing on metal base after 6 months. Tarnishing has progressed to significant rusting after 10 months. Freedom warranty deemed rusting as environmental /wear & tear. This is a ridiculous decision - beware!

I would give freedom online 0 stars if I could. I placed an order for a makeup table for my daughter back on 18/1 with a shipping ETA of 24/2. Well that date has come and gone and I have lodged multiple tickets and called numerous times to find out what is going on only to keep being told my ticket is being “escalated” and someone will get back to me, which never happens. I just want to know where my order is and why it is delayed but I have had no updates or information from freedom since I placed the order. I have to chase and beg them for any information at all, no one cares or bothers to keep me updated or respond to my concerns. Honestly the most appalling customer service experience of my life and would not recommend freedom online to anyone. Stay away!!!

Beckerfeld… Gobsmacked about the poor quality. Bought as an online order, still under the freedom furniture name though, uncomfortable sofa bed mattress, cushions, feathers coming out everyone, weird internal cushion covers that feels and sounds like you’re sitting on a plastic sheet, sofa bed mechanism clunky and hard to lift, huge gap at the back of the seat cushions so the back cushions drop down. Just terrible.

Walking into Freedom Aspley always makes me happy. It's a beautifully layed out store and immediately I see so many pieces that I would love to take home. The staff all say hello but don't pressure, advising they are on hand when you need them. What is most impressive is that they all know their stuff - where pieces are made (a LOT in Australia), which leathers mark more easily than others, the different warranty specifcations - EVERYTHING!! Yesterday I was guided by Liam to find the specific items I'd chosen to buy, he looked up the previous curtains I'd purchased because I couldn't remember and then Lida completed my sales transaction. It's like visiting friends - they are all genuinely friendly, very knowledgable about their products and the range is spectacular!! I always leave happy - thank you Freedom Aspley - I hate shopping but you make it an absolute joy!! See you soon!!!

Most appalling customer service ever received. I ordered furniture online and it’s been over a month and still no delivery or clear ETA. I’ve received multiple auto generated emails to indicate the delivery has been pushed back. There is no dedicated number for me to call. The live chat is useless and all they can do is ‘escalate’ to the relevant team. The relevant team’s response is slow and short, very take it or leave it approach. Clearly they don’t care or invest in making customers happy. I honestly never want to deal with freedom ever again.

Tried a fabric lounge in store. Was advised the leather version would be just as soft, if not softer. One of the pieces delivered was incorrect, then replaced. The lounge feels nothing like that in store. It is hard and uncomfortable. Staff misrepresented the lounge we were to receive. Freedom are claiming it is not a 'defect' and refusing any assistance

Terrible quality and care.
Bought the Apartment Sofa $3400, within 2 weeks or less the front corner on one area on the couch started to sag. Feels lumpy. Applied for a warranty replacement, then had the independent inspector come out to also agree it doesn't look right and not how it should be, saying a manufacturing issue. Then was denied the warranty from Freedom saying its normal wear and tear . Um no way for a 2 week old couch. Then demanded to see the report as its within my rights. To my shock I read that due to my husbands body weight of 105K and height of 6'2 this is a contributing factor. That is discrimination. Appalling. I have since read other reviews on this couch and other Freedom items, sooooo many terrible reviews & very similar issues. We are going to keep fighting and have proceded with ACCC.

Paid $8000 for the Sorrento leather lounge and 3 years in it has peeled and ripped in multiple places. We have looked after this couch and do not own pets!! Freedom have refused any help with this matter saying this is normal wear and tear for a leather lounge and it is outside their 2 year manufacturing warranty. Worst quality furniture I have ever owned and extremely dissatisfied with their reply. Will never purchase from freedom again and will highly recommend no one else to waste their money!

Do not buy the Riverton couches. I paid almost $5,000 for two couches, and the quality is absolutely terrible. They are poorly made using the cheapest materials.
Freedom wouldn’t even allow me to bring the cushions into the store to demonstrate how badly they were constructed. Their refusal to address such an obvious quality issue is unacceptable.
This company is a complete rip-off. Fantastic Furniture offers better quality than this, which is saying a lot. I am appalled by Freedom’s response and lack of accountability.