freedom - South Wharf

I have read other reviews regarding this store and reiterate views of others about the appalling lead times for delivery and staff incompetence. I used to read these kind of reviews and think that this couldn't happen to me or that the perhaps the reviewer has overly high expectations or is being unreasonable. I had the worst customer experience of my life at Freedom south wharf. I had to call the store over 20 times over 3 months to chase up the delayed delivery of my couch that was in stock in the warehouse and that I had paid for. It took over 3 months until delivery occurred and after calling the store every day. Incompetent and long-winded staff could not assist me and do not know how to use their own computer system. Internal systems appears so poor that effecting a simple delivery seems like complex brain surgery. On several occasions I was placed on hold for over 15 minutes and was then hung up on. On other occasions I was placed on hold for over 10 minutes and told that someone from head office had to call me back.

I bought furniture here and although I am happy with the product, the service was both poor and slow. I had to chase up the delivery of the product, (it ultimately took four months for me to receive it!) and the terms and conditions of payment and delivery changed mid process. Very disappointed in the slack and tardy service.

Disappointing experience of over promising and under delivering. We paid for the interior designer, it was an extra two weeks before we could see the design plans that had to be done via an in-store appointment. At the appointment the promised plans and visual boards weren't done and it felt like a slap dash design appointment with key aspects missing and incorrect sizing of furniture for the space. There were many mistakes on the order, payment and delivery.

We also got another person's delivery that they didn't seem fussed to fix. The delivery is done via an out source company that is only responsible for dropping off items. One item that was delivered weighed 100kg and the delivery person warned us it's too heavy and dangerous to remove the base packaging and they can't do it as they are too busy with a backlog of orders. Be weary of their 'we will look after you sales approach'. We were promised great discounts and easy exchanges as we were buying a lot of items. We had to awkwardly bring it the discount reminder at the time of purchase and they seemed reluctant to honour it.

Freedom does have some beautiful furniture but it really isn't worth the hassle, mistakes and constant follow-up. If you're spending the money save the time and go somewhere else.

Fyi if you go with freedom:
$100 in-store credit is per $2000 spent and done via an email 21 to 28 days and after delivery.

If you make an exchange i.e. A rug is the wrong size you need to wait until all the items are delivered and then you can exchange it instore as this seems to affect their system. Any refunds promised had to be done by the manager who needed to be in store so sometimes we had to wait for the manager's rostered day in store before we could get the refund.they're depot isn't well signposted so best to ask for instructions and be mindful that you are likely to wait for them as there isn't a person waiting at the door and when you call it likely ring out.if you spend more than 15 minutes you will have to pay $24 plus for your ticket.

If you need to call them about your order just be mindful that you go through a different system (a generalized freedom reception switchboard). We found that any callbacks corrections using this process was painfully slow and required us to constantly follow-up.

Chris (Manager) was very helpful with sofa purchase. Highly recommend purchasing your furniture from this store.
Thanks Chris keep up the good work!

Large store, great service, outrageous prices but plenty of clearance items that need better tidiness and care, price tags, etc.

Click and collect service was horrendous, and cost me $24 in parking fees. I purchased an oversized item which needed to be picked up at the loading bay, no map was provided so I had to find my own way there. My package wasn't labelled with my details so the staff had difficulties finding the package. This entire process took 1 hr and 9 mins so I had to pay for the 2 hour parking fee. And no i did not shop anywhere else during this time.

1. One week late for the delivery.
2.missing four bolt
3.call them do not help me solve any problem.

Friendly staff helped us pick out a rug that was right for our place, didn't mind how many we pulled down to see how they looked on the floor and took the time to make sure it was wrapped in a manner that mad it easy to carry (it was a hide so didn't just roll up easily like a traditional rug)

Freedom have gone downmarket with their quality - and this place is in the worst location just to "drop in"

Good range of things that would work well in an inner Melb apartment.
Staff are helpful and go out of their way to assist.
A big "clearance" section in the store offers the chance to snap up a bargain.
If buying "outdoor" items however, be sure to check with staff as surprisingly.lots of their outdoor range is neither sun resistant or waterproof!
Good collection of artificial flowers:)