freedom - Moore Park

Purchased and paid in full (over $3,000) for a sofa and an ottoman 6/03/22 at the Moore Park Store, we were told it was an 8 week wait which at the time we thought was good and why we went ahead with the order.
We have since received 2 emails from the distribution centre advising that because the ottoman would be delayed until the end of June beginning of July that they wouldn’t be delivering the sofa either till that time.
We called in to the Moore park store and asked why delay the sofa delivery when it is the ottoman out of stock, the manager advised they could split the order for 2 deliveries so we would receive the sofa at the correct time and wait for the ottoman.
We have since 1 week ago received the same generic email from the distribution centre saying sofa and ottoman won’t be coming till end of June beginning of July. If you try call they are most unhelpful and didn’t even want an order number just said the date is what it is.
We called in to the Moore Park Store store 30/04/22 to find out what is going on and we were told the sofa had arrived and we should of had a text or email to confirm but they would lodge a query. 02/05/22 still no response so we have called the store again, this time we have been told a completely different date again and that it takes 4 weeks to unpack and deliver out. I have asked to speak with the manager, the manager was busy so would call back, am still waiting as no call back but no surprise there. Such poor customer service, for the prices you pay there should be better service.

Your wonderful Concierge Vicki Mattingly is a major asset to your store.
She greeting me with a warm smile and offered her help.
Your store did not have the product I was looking for, Vicki offered to try and find it for me.
Exceptional customer service

We bought a Cancun Buffet which was on sale as it had minor damage. Got it delivered (Sat 23rd, I don't know the delivery guys name). I have to say I was very impressed by the level of care the delivery guy showed (at least the more senior delivery guy, who was doing most of the work). This thing was gigantic and he manoeuvred it into place very carefully around our tight apartment taking care not to damage anything.

I bought two Sina outdoor armchairs. They're ok - a bit 70s, reminiscent of macrame pot holders! But they suit the space. Unfortunately I chose to have them delivered. I advise anyone buying outdoor furniture from Freedom to pick it up from the store. Delivery was quite quick, but the delivery person said policy prohibited him from unpacking outdoor furniture. And he refused to wait until I did it. When I unpacked them I discovered two cushions (out of four) were missing. Freedom took more than a week to respond to my complaint, and its suggested remedy was to deliver two more armchairs (instead of the two cushions) and pick up the other two. I calculate there is a 100pc chance that cushions would be missing from the second delivery, too. So I requested that Freedom simply provided the two missing cushions. I haven't heard from them. So - don't get outdoor furniture delivered if you can help it. Another reason is that the product quality is variable - one of my chairs has hard plastic bits sticking out of it. Finally, don't expect customer service to be much help. It was an unpleasant experience.

Absolutely appalling! Will never shop at Freedom again. Purchased furniture in August 2021 and after I paid was informed it would be delivered mid January 2022! On 23 December I received a call from them saying the furniture I had ordered had been discontinued! So they kept my money for 4 and a half months before advising me that the furniture I had ordered was no longer being made. They should be shut down.

DO NOT BUY FROM FREEDOM MOORE PARK

I visited the store on the 30th, and the seller told me that if I closed the purchase by the end of the day, the item would be delivered by the first weekend, as there were three items in stock.

This promise was the decisive factor for the purchase, and honestly, after 17 days, I have not received any communication from the store. I notice that you have no sense of respect for the consumer, after all you haven't given me any feedback on delivery until today, when I called the store, and then I was informed that item is not in stock and will take at least more 2 weeks to be delivered. It's disappointing to buy an item you want so much, and the store just cares about the sale, with no respect for the customer.

Honestly, I don't feel comfortable buying any products with Freedom anymore, and I hope you resolve the situation as soon as possible.

Delivered our new tv unit damaged, they have no option to process this with a person over the phone or even in store, require us to have to fill out a form and wait for a call back.

Be very careful ordering online with freedom. Customer service is appalling with the online chat. Was told that order was going to take an additional 2 months after waiting 2 months. When I told them that was too long and I wanted to cancel, I was informed It could not be cancelled. Have been given the run round having to follow up by email and calls. Still nothing. Very poor customer service. BUYER BEWARE.

Don't use them. We also had a horrible experience with them.
Once you pay the money, you will never from them when you have issue with the kitchen that they installed.

See the bubbles above the door of the stove? We got them on our first day that we used the stove about 2 years ago. Still has not been fixed.
Now they are saying that they don't see my complain on their system.

All we heard was, that's a heat damage. We don't cover that.
Shouldn't you have the tiles that will melt right above the door of the stove?

This is a warning to all - DO NOT BUY FROM FREEDOM!

I don’t know what has happened to this company but they are not what they used to be.

After purchasing a buffet from them my delivery went ok (unlike many other reviews here) but unfortunately the item had a minor fault.
Instead of repairing the unit Freedom decided to deliver a new unit, however the new unit arrived and was encased in a huge amount of packaging of which of which they refused to unpack or take away the rubbish.
It was a bulky item and something I could not unpack myself due to its weight.

When I was able to unpack it, I found that the second unit was also faulty.

I have now been dealing with their ridiculous claims process via their website and to get the issue resolved for months.

Broken promise after broken promise and absolutely no way of calling them to get a resolution or answers.

It just goes around in circles and is the most frustrating and difficult process and even the store manger can’t do a thing to assist the situation.

There are other retailers out there that deserve your money. Let these guys finish running their company into the ground.

Freedom Furniture Moore Park delivered a damaged Bed Base in December 2020
Its now 3 Months and I have had no update as to when it will be replaced.
The Freedom Support Centre apparently closed their Customer Phone Support in 2018
My experience has been they DO NOT reply to emails except an automated email that says someone will hopefully call in a week
But no one calls.
Moore Park Store has advised me there is nothing they can do and I cant contact the Support Centre
I will never buy from Freedom Furniture again as a business that treats its customers like this.

Is this place a joke? I ordered four dining chairs with a 1-2 week collection time frame, but the woman in store told me "they'll come within a wee". After a week, I called to ask where the chairs were and they said "oh! They're here waiting for you.they're all ready! " Even though I received no message or email notifying me that my order was ready.

Later on, they call me back to let me know that actually only three of the four chairs were ready and that the fourth chair was another two weeks away (despite them all being ordered together).

Now, two and a half weeks later, I call to ask where the fourth chair is and again they say, "oh! It's ready for you to collect now! ". Again, I received no message that they were ready. Total mess.

On top of that, the chairs that we ordered were absolutely impossible to assemble. So fiddly. I can't believe IKEA gets a bad wrap when furniture like this exists. We almost returned them because we couldn't put them together, but decided to persevere because we didn't want the headache of dealing with this store again.

I wish I could give this place zero stars.

One of the worst experiences I've had, I bought before other things from freedom (other store) and the customer service was perfect, today we went to buy a couch and mattress we were waiting for someone to help us, surprisingly who spoke to us was the store manager and I wished we didn't have to speak to her one of the rudest people there, completely the opposite from her sale advisors (she has to learn customer service from them), she was literally screaming in my face and she introduced herself as the store manager as if I care (what a shame). When I tried to give her feedback that she's not meant to speak to people this way, she said "maybe this is my voice", she didn't even apologize.
I left the store and I was disgusted, never going back there.

Extremely disappointing. Ordered a product on Boxing Day 2020 and now it's arrived - 1st week of March 2021.which then arrived with the wrong hardware. Another 2-3 week delay on receiving the tools to assemble the product. Waste of time and money. Not worth buying anything from this store that isn't off-the-shelf.

If there is an option of giving 0 star I would.

Very bad customer service for such expensive products.

Ordered a buffet and was told it would take 3 weeks to arrived ended up waiting for 5 weeks. Worst part is there is no communication between the company and customer. No one has contacted me to inform that there is a delay.

Finally got it delivered on last Sat, paid $1300 for and item and it was all smashed on delivery. It's now sitting in the middle of the living room in my tiny apartment waiting for pick up. There is no phone number any where to contact. I went straight to store on Sat to ask for help and was told to lodge a damage claim online because it has to be done directly from head office. Was told some one will get in contact on Monday and yet still have not heard anything.

I seriously think Nick Scalli or even IKEA would have a better customer service than Freedom. Thinking going to freedom and spend 3x the price compared to those affordable brands would get you better service but not. At least put a contact number on your website so people can call and get things done. My 20months old child had hurt himself because of that broken unit in the house.

I am extremely disappointed in the service provided by Freedom. My partner and I made a large order including bedframe, couch, ottoman, bedside tables and a coffee table from Freedom in August 2020. We were told that our orders will arrive from 12-16 weeks, and so we patiently waited. Understandably with the current pandemic there has been multiple delay times for most of our orders.

1) The couch we ordered was delayed and when it finally arrived there was a water stain and a burn stain on it. There was no direct customer service line and we had to submit a claim form for each correspondence we had with the claim team. They have sent, not once but twice for a service team to try and clean the stain and eventually decided that they will offer for the couch to be replaced - in at least 8 weeks time.

2) The arrival time for the bedside tables and coffee table were also severely delayed. I received a text message saying the bedside tables are ready to be picked up and when I arrived, they told me they only have one available for pick up. The arrival of the coffee table was again delayed for another 2-3 weeks. They apologized and assured me that my order will be delivered for free by the end of December, if not early January. There was no communication or follow up at all during this period of time. I have to make the initiative to follow up with them MID January and was told that they still only have one and that they will NOW organize for the product to be sent to the store from the distribution centre and I can expect it to arrive in Mid February.

3) My Ottoman was the same case with it being delayed again and again without any form of communication from them.

This is my first experience with Freedom and thus far it has been very frustrating and disappointing in the lack of communication, poor service and false promises.

Worst customer service. Including head office. Made a complaint, sent and email no response at all.

The service provided to me by Hayley and Terri at Freedom Moore Park has been exceptional.
They organised a very difficult lounge exchange and delivery for me recently.
Im extremely grateful for their constant communication and helpfulness which alleviated all my stress.
I can't thank them enough!

Terrible experience from start to finish with my online order. Ordered a sofa and money was immediately taken out of my account but no order confirmation sent. Followed up a few days later and order hadn't been processed. Delivery was meant to be 3 weeks and still hasn't arrived 2 months later, zero communication received. Only received updates when I followed up on the live chat and received poor customer service, informing me of delays with no details or confirmation of when my order would actually arrive. Finally was able to book in for delivery for today (after paying for Saturday delivery) and was meant to arrive 7-10am, had to call when order was a no-show and was informed they can't get in contact with driver and he hasn't even begun deliveries today.

How does one review a furniture store? Like many of the styles but many items seem overpriced, can’t believe how long delivery is from such a major chain, don’t get rushed into buying a mattress, they’ve nailed the bamboozle and sale angle.