Freedom - Fyshwick

My Freedom entertainment unit (not a flat pack) was found to be damaged during the shipping somehow. The warranty claim was logged online and a replacement unit was delivered two weeks later (amazing because the initial unit took four months). Fantastic after sales service as I would have been happy with a repair, but now I have a new unit.

I'm not sure what the reviews about bad customer service are on about. My wife and I just bought a new lounge from Freedom. Manny and Paivi could not have been more helpful or patient, even on a day that was busy with customers and they were run off their feet. They drew up several designs for modular lounges for us and drew up more when we changed our minds several times on the sizes. They followed up with us a couple of days later and we went in and ordered the lounge. 11 week quoted wait time which is fine, if it arrives sometime around then and is as good as the models on display I'll be very happy with the overall experience we had at Freedom a few weeks ago. Don't let the negative reviews turn you off, I'd definitely shop here again

Terrible experience. Ordered a King Bed on 30 December 21 (over 3 months ago) and still waiting for it. I got notified 2 weeks before the latest expected delivery date that it will be delayed another month. Simply not good enough. My wife is pregnant and we desperately need a bed. There was nothing Freedom could do about the situation. They need to be more open and honest prior to purchasing on expected lead times.

Went to buy a couch and the store manager (Lorraine) was very rude and not helpful, just trying to push/rush a sale with no care for customer service.If she was comfortable enough speaking to customers the way she did to us when trying to make a sale, I couldn’t image her dealing with any other aspects of customer service if/when faced with an issue.It was a blessing in disguise that we didn’t buy the couch based of our experience with her as now reading other reviews, it’s clear that other people have similar opinions.

I recently went in store to purchase a lounge. Thank you to Dom and Maggie for amazing customer service - they were very helpful and were happy to answer our questions and triple checked the order to make sure we were happy and satisfied with our purchase. If you go in store I recommend looking for Dom or Maggie to chat to about your next purchase!

Disgraceful BehaviourWe went to the store today to seek a refund on a lounge that was quoted as having an 18-20 week lead time on the order which keeps getting bumped to a later date, month after month. Apparently these lead times mean nothing even though we confirmed when we place the order that the lead time was already extended well beyond pre-Covid timeframes to cover for Covid delays.Buyer beware. Their contract for purchase is apparently all one way and lead times mean nothing and everything on the back of the order excludes you (the buyer) from having any rights.I politely explained to the young sales rep why I was there and she did not hesitate to go and seek someone who could help. I waited patiently... And then the store manager arrived and things went downhill from there on his part. For a store manager to outright falsely accuse a customer of being aggressive and seeking a fight is unbelievable. I was nothing but polite. The funny thing is, the exact same thing happened to my wife two weeks ago. This is looks to be the way they train their staff.After several weeks of annoying harassment from the store, chasing payment for something that has not even been proven to have arrived, being openly lied to by the manager in emails and no commitment to when an item will be delivered if you do hand over the rest of your money. We decided to cut our losses and pay the exorbitant cancellation fee of 20% (which the manager refuses to disclose how this fee has been calculated even though the contract of sale only states 'reasonable') rather than hand over any more money to this company. I don't see how for one minute that 20% is reasonable when what we were told was one of their most popular lounges in a standard colour, surely they just move it forward to the next order in the 6 month waiting list line or orders.I will never shop at Freedom Furniture again thanks to their extremely poor customer service, their lies and the disgraceful way that their managers have behaved to me and my wife. I only wish I could award ZERO STARS

Do NOT purchase anything from Freedom unless it is in stock otherwise you'll be waiting forever with excuse after excuse. Purchased a bed frame before Christmas, with a 6-8 week lead time... delayed from February to March, then mid April... then told mid May. Got a full refund which I'm thankful for the manager understanding. In store customer Service was nice - no fault to them. Online customer service responses were very poor.

Very confusing that a furniture store would specifically exclude furniture products from its returns policy. I’ve waited 9 weeks for bedside tables, which are now advertised at a lower price on the Freedom website. Since I haven’t received the items yet, I would have thought a price match would be possible, but no. There are no returns on furniture items from this furniture store. Go figure.

I have recently relocated from Europe and as such needed to furnish my apartment. I purchased the 'most loved' Westport sofa and waited months for it to arrive. When it finally did, unfortunately it did not fit into the elevator and the delivery personnel refused taking the stairs. I was told I had 2 options: either they would take it back, or they just leave it on the ground floor and I deal with it however I wanted. I fully paid for the delivery. I was also advised that this happens all the time.In the Fyshwick store, I was advised that:a) I need to pay $250 cancellation fee, despite the fact that I never cancelled the transactionb) I was also refused a refund because it was my responsibilityI contacted the Sydney office, however I was advised to talk to the store manager in Canberra. When I visited the store the very reluctant sales person said that 'he has gone for today and was not coming back'. I have tried various avenues to resolve but no one is giving me an answer.According to the terms and conditions, It is the customer’s responsibility to ensure correct delivery address and access details are provided to Freedom. Upon ordering the sofa, all details were accurately provided. Unit 420 clearly indicates a 4th floor apartment. Coming from Europe, where they deliver everything to your door, the fact that the delivery can be denied never crossed my mind. Neither I was advised by Freedom that this particular sofa (250cm in length, just like an average IKEA 3 seater) cannot be delivered to apartments.The sales person was rude and became very frustrated by my questions that remained unanswered. However, the fact that the store manager refuses to talk to the customers is inexcusable.Please do not send me your automated response. I would appreciate a refund for the most loved sofa that was taken back to Sydney in its original packaging and will be sold at a much higher price.

Freedom furniture must be doing exceptionally well financially if they turn away cash buying customers. I wanted to purchase some items a few days ago only to be advised by male cashier the cash machine next to him was closed and the register in front of him accept cards only.Needless to say I purchased nothing, they definitely were not run off their feet, and I was the only customer at the time.I have been buying from Freedom for over 30 years and wasn’t impressed with don’t care attitude. I live on the other side of town making a special trip.Very very disappointing hence ONE STAR rating.