freedom - South Wharf

Dealt with two lovely ladies yesterday at Freedom South Wharf who went over and above to help me purchase a product and pick it up same day. I wasn't able to pick up the item from the loading dock until after hours when the warehouse staff had gone home, and instead of telling me to come back the next day, the floor staff assisted me personally in loading my van so I didn't have to come back. Professional, and very friendly and accommodating.

Not cool, the door was shut in front of me at 5.24pm. Might as well update the closing hours to 5: 30pm or 5: 00pm.

Exceptional customer service! I want to thank Selena for coming to my aide and going above and beyond to help me secure curtains for my project deadline. I was stressed and confused and Selena was calm, knowledgeable and a great laugh! Thank you Selena and Rachel who was also immense for securing some stock.

Go for Kelly the sales lady at the stores, she has been enthusiatic in her work and she is a real asset to Freedom. If it was not for her great attitude i would have purchase the items from ikea instead. Keep up the good work Kelly.

12 months on still waiting on the rest of my order. It’s past embarrassing now, Sth Wharf are a disgrace to deal with.

We had a great experience and service at Freedom South Wharf. Ben. K was such a knowledgeable and attentive sale person. He went out of his way to help us settle the sale. I would definitely come back here for more. Highly recommended!

Ordered and paid in full for multiple items over 5 months ago and still no sign of any of our furniture despite some being ‘available now’ at the time of purchase. Very disappointed and won’t shop here again despite some good products.

Very dissapointed. They delayed my delivery for months! And once I finally received, the assembly of the dining table and chairs was very difficult!
Next time I'll go to Ikea, much easier furniture to assembly.

Went to south wharf Store today to purchase some pillows. Was not sure of colours and how to match with my rug. I was approached by Lorraine who went above and beyond my expectations. I am so thrilled with all my purchases and absolutely love the colour scheme. Thank you Lorraine.

Bryanna from the South Wharf store went above and beyond to help me. Has expertise in interior design so she can actually take the pain out of the decision making process and assist. Best customer service I had in over a decade. Higher than 5 stars apply

I bought a dining table, matching chairs, some bar stools and some bedside tables here in March. The dining table showed up more or less on time, but it's not much use without chairs and last I heard these aren't getting delivered until September. Every month or so I get a limp email or text from some poor comms rep apologising and promising delivery only to have the date pushed out further.

The farce of this company's total incompetence would almost be amusing if they didn't insist on payment up-front.

Don't believe Freedom's delivery timeframes. Don't believe them when they tell you an item is in stock. Don't pay up front. Better yet, don't shop here at all.

Finally got our delivery that was meant to take 6 week which took almost 6 months. The wrong furniture was delivered and sitting in our house to be returned and can’t return it until they pick it up (been 1 month already). Have to go through online claims department and nothing being done. Terrible business to deal with, staff at SOUTHWALF are nice but it is out of their hands. The staff said they are doing more refunds than sales which says a lot. DO NOT USE FREEDOM, surely they will go out of business due to the way they treat customers.

I went to get a item refunded with a receipt which was purchased on the same day but a different location. I cannot believe the treatment I’ve received from Ken the store manager who refused to refund my money. I paid by cash but Ken told me the whole store did not have cash to refund for and refused it! Freedom store that doesn’t have cash? !? Then how do customers get their return when paying by cash! Ken refused to refund my money through card instead he said “go to the other store only 30min away” how disgusting! I cannot believe how rude Ken is! So I’m going to stop my day and drive all the way there? !? Like a lucky dip if a store has cash or not. I worked in retail myself and know how to treat customers. Why offer cash payments if a store doesn’t even have cash in hand, that is such a lie.

I ordered a leather modular and 3 armchairs back in November 2021, it has been delayed 3 times, until now I received nothing. Calling them many times, I only get promises to get a call back after investigating where my order is. Now, when calling the store, I wait on the phone for half an hour and no one picks up the call. I am very disappointed as I have an event coming up. I ordered a couch as well from a different store and receive it 3 months ago.

I adore all the furniture and other bits and pieces at Freedom. We were able to lock in our dining set and couch set right away with no problems. We had an amazing experience with Costa. He was very down to earth - a people person and genuine. We also had great experience with Ben. We previously went to Freedom in Essendon and didn’t get a good experience with an older lady there. It really put us off. So we decided to give South Wharf a chance and Costa blew us away with his service. Thank you so much Costa and also Ben! Definitely would recommend to my family and friends.

I have ordered my furniture last year December 2021 and was told to wait 12 weeks. Guess what its been nearly July & i haven't received any of my furniture and everytime i call for a update it has been delayed. So i got my refund as i ordered different furniture from other stores. COVID is no excuse FREEDOM. Many other stores can do it why cant they. Yes, i get they are understaffed but everyone can juggle it. I have spoken to Ben and he was super nice however i have spoken to Ken store manager and he wasn't helpful, would leave me on the line or say to call me and not call me. Overall dont buy anything from FREEDOM because you will not get your furniture.

Manager Con (and the warehouse man) are so much easier/better to deal with than the other nearby stores.they do what needs doing, know more about their product and service and don't run you around unnecessarily. The Southwharf store is worth travelling to even if it's not your local because you'll get better and more honest service.

I will never purchase anything from Freedom again. I have placed my order for a sofa and a dining table in January with delivery due in April but guess what an Australian made table with 12 weeks lead time! Got damaged and never got delivered so they suggested a refund which I didn't accept and placed another order which eventually got delivered and of course again damaged. I have cancelled the order for sofa because it got delayed too. Terrible business to purchase from. A shout out to Ben and Costa who provided support and tried their best.

Ordered a chair from this store, we were told it would take 3 weeks. Have been chasing it up for weeks now to be told it would take 3 months, that this was always the case, and people in the store should not have told us the initial 3 weeks timeline.
We are extremely disappointed as this was being purchased to cope with working from home, and we would have gone elsewhere if we thought we would have to wait too long. Far, far to long to be without a decent chair for your back.
In addition, due to this being “custom”, despite it being a stock standard item in store, we are not able to seek a refund and go elsewhere.
Extremely disappointed in this policy, poor information from the store, and poor communication of the timeline on this product.

If I could give 0 stars I would. The amount of times I’ve been in store, phone calls, attempts at help via Freedom zen desk, is exorbitant.
After dealing with someone who impersonated the store manager, and trying to resolve my order which in itself took forever. To now, trying to actually get my credit note as compensation has been the worst experience ever. Each time I’m reassured but yet no action will or accountability is taken. The last contact was with Myra and Ben, yet still no call or resolution.