Freedom - Chadstone

Such poor customer care!!! I was so excited about purchasing my new buffet from Freedom only to realize that it was delayed by weeks and noone cared to inform me of the likely arrival time. I had to chase it up 3 times. And when the furniture arrived, the delivery men just dumped it in my living room fully packaged. I'm a single woman living alone and had no idea that I'd need to open and assemble and place the furniture and find a way to discard the packaging myself. How am I supposed to lift a buffet table all by myself? Soooo inconvenient and it shows a total lack of customer care. I had the opposite experience with Plush where the delivery men were so swift and professional and made sure my furniture was unpacked, assembled and placed so I could use it straight away. It took them only 5 mins of extra time to provide that extra level of service unlike Freedom!! Now I have to arrange someone to help me unpack and lift this buffet. Very very disappointed.

Delays, disappointing service and no response!We purchased a buffet for our new home with Antonella on a boxing Day who confirmed that it was in stock and would be delivered on 12 Jan.I followed it up on 22 Jan and spoke to Wendy who was surprised that we hadn’t received a text for delivery. She said it should have been delivered already and she couldn’t see a reason why it had not. Wendy m said she had emailed HQ and will come back to me the week after.I heard nothing from the team at Chadstone and had to call and follow up again on 25 Jan. The customer service representative, Mel was also dumbfounded and said she had no idea why it hadn’t been delivered. Another team member relayed to her in the background that it is due to staff having to isolate due to COVID so they do not have enough staff in the warehouse to dispatch our buffet for delivery. I got disconnected from Mal and called back to get a very rude team member who said it is what it is and that she couldn’t give me an ETA for delivery and wouldn’t follow it up for me with a Manager or head office.I called for the last time on 4 Feb and spoke to Wendy again who was apologetic and said she doesn’t understand why we never received a text for the buffet. She believes it’s Issues with port delays and no contractors available. She said she had spoken with her Manager and will come back to me on Monday.It’s now 1.5 weeks later and still no communication from Freedom. No phone call, email or text. I even emailed twice on the Freedom Furniture website, which is a complete waste of time. No response from 27 Jan and the automatic email response claims they’ll be in touch within 5 business days.I want to make it clear that I have never left a bad review for any business but I feel it is my obligation to warn others who wish to purchase with this store to think twice. I would have appreciated an email, call or text to give me a heads up from 12 Jan advising that there are delays to my order.I am really disappointed and in disbelief that this sort of customer service exists. I have not encountered the same delays or issues with any other furniture brand during the pandemic. The unwillingness to follow up for an ETA of our delivery is just unacceptable. And to think we had already bought our dining table and chairs prior to the buffet.

Although we had some aftersales issues, I must commend Hersch in doing a fantastic job in resolving our issues and concerns.

We waited 13 weeks for a dining table to be delivered and on delivery it was found to be damaged. It has now been 4 weeks and still no answer from customer service or the store manager on replacing or refunding the money. I'[d recommend not buying from this store.

Over the last couple of weeks, Jennie has been patient and hardworking in helping me choose items to complement the scheme of our new restaurant. She is professional, approachable and has great taste in interior design. Thank you Jennie, we can't wait to see what you think of the finished look at Non Solo Vino.

Recently bought a couch from Freedom Chadstone with Rob - the Store Manager. He went above and beyond to make sure that we had everything we needed, the service was amazing. We will definitely be returning to the Chadstone store to do our shopping!

Really disappointing experience with this store. After waiting 3.5 months for our couch to be delivered, it came with the connectors in the wrong places; meaning we're left with a couch that can't be put together. The delivery drivers apologised and advised they'd follow up and someone would be in contact with us in coming days. After a few days of hearing nothing, I rang the store and it was the first they'd heard of the issue. The only thing we were told is to submit a claim via the website and there was nothing else they can do. Extremely disappointing given how long we've waited and paid for the couch it self and delivery/installation.

RobC has provided me the best customer experience from the start , and even when i had a little concern after the sales, he always there to help. The long delivery is unavoidable because its affect all the overseas shipping around the world. RobC has reminded and warned me before i decided to buy Sofa that is made by order. Now I just patiently waiting for my beautiful sofa that I bought from Freedom. Will definitely come here to visit again.

DO NOT BUY A MATTRESS FROM FREEDOMI purchased a mattress from Chadstone freedom in September, 3 months later I still do not have it. They have already lost it once and had to have it re ordered. I need to keep calling the store for updates and they just blame their shipping company Unitrans. No accountability, Not happy.

Please DO NOT TRUST THE DELIVERY ESTIMATIONS PROVIDED BY FREEDOM.My bed was purchased in March with promised delivery date of April. Since then its has been continuously delayed. I understand that businesses are facing challenges with shipping delays out of China however, given I have received my 7th delay email it's clear that Freedom has no line of sight of when their stock will arrive.Given my card details have changed since ordering, I now need to back into the store to process a refund. I dealt with Wendy from Chadstone whose condescending tone was the cherry on top of what has been a nightmare experience.