freedom - Northland

The absolute worst experience we have ever had and we cannot believe how we have been treated and spoken to. Quality and durability is atrocious. Spent close to SIX THOUSAND DOLLARS on a sofa and the cushions have become so thin, the frame could be felt after 5 months. Lodged a claim and have been told that is how its expected to behave and then was advised by the Freedom Techician that it was our poor judgement for purchasing this type of sofa? !
Have received an independent second opinion and suprise suprise its different to their assessment.
We only ever asked for the cushions to be repaired, which we have found out is only a few hundred dollars - Freedom have spent more to reject this request and have only achieved causing us huge distress and never having us, our families and friends ever shopping with the company or their affiliates again. (I loved being yelled at by customer service staff).
Avoid if you're looking for a product that lasts, even though that's what they promise.
One star only because the staff were really nice in store.

Quality furniture. My special thanks to Ryan and Joel the delivery team from Ambler Transport. Punctual, efficient and professional. A delight to meet you both. Once again, the Freedom Furniture organisation is very very good to deal with.

Worst customer service ever, just rude. Wanted to buy a chair but the guy serving said I couldn't buy it (as another woman barked at me from behind the counter that they are just a display shop) what? !? In stock at their warehouse but it will cost $60 to get it delivered from their warehouse to the 'display shop' he says. Go figure. I put my $150 voucher back in my bag and left as she barked something else at me. Unbelievable.

Thanks for your tardy response. What about the $60 delivery fee to YOUR store! And most importantly, what are you doing to address the two staff members who don't know how to do their job?

CHECK OUT THESE REVIEWS PEOPLE BEFORE YOU BUY!

Bought a "leather" couch from this store. Started peeling 4 years in. Buyer beware! Spent $3k.

Disingenuous, unprofessional and incompetent. I have been following up an order from this branch for the past few weeks and have received multiple different stories from rude and dismissive staff. If you are unable to fulfill an order do not lie to your customers! I have dealt with Rosie and multiple retail staff, store manager Roscoe and even Rachel the floating manager, all have been incompetent and unable to find my items or provide me with a refund of the correct amount.
They fail to deliver on their word and provide little to no communication. Save your money, avoid at all costs.
Zero stars if it were possible

Edit: this was in fact a click and collect order, which has nothing to do with overseas delays. The website actually noted it to be available immediately! Other branches have been excellent, however this one has been terrible. I am still awaiting a call back from Roscoe or even a reply to my email to Rachel.

I've been waiting two and a half months for a couple of cushions. I've contacted the store and the online support line about 6 times in total now and they've all just said the same thing "we'll get someone from the Preston store to action this for you". Not worth the hassle for a couple of cushions. Would not recommend shopping online at Freedom or at the Preston store.

I have ordered my furniture in November 2021.it was supposed be delivered by Feb 22 and I still have not received them. I had a text massage today informing me that the sofa will be delayed by additinal 9 weeks.so disappointing. No one picks up the phone in the store and it goes directly to automated service. Store manager has never returned my emails and the staff are only responsive when actually go there and confront them face to face. SO disappointed from this shopping experience.the least they could do was to tell us the delay is going to be up to 8 months.every six weeks they have told us that it will arrive in another 6 weeks.absulutly disappoint with this.

Hope the ACCC shuts Freedom seriously…the notion of providing a service and sale are not met to consumers, especially for them holding deposits for which they don’t provide the actual items / keep postponing

I already have a coffee table order that's been in limbo with Freedom for 7 months (and the delivery date is now set as a permanent question mark). Knowing this, we gave Freedom a second chance and bought a rug from the Freedom Preston store after the shop assistant assured us the rug wouldn't have any similar issues with delivery. The rug is now past it's delivery date, staff can't tell me when it will arrive, and trying to get someone on the phone is harder than calling the ATO. My most recent call took 70+ minutes on hold before I gave up. I get that retailers are short staffed at the moment, but this is a joke.

I won't be making the same mistake a third time.

Don't buy with Freedom. They happily take your money, then delay, delay, delay on order deliveries.

They don't answer the phone. They don't respond to emails.

In response to Freedom's comments on my review, I have received shipping from around the world, including China, and there were not delayed delays in those cases. Therefore I do not accept this excuse from Freedom, which they seem to believe will absolve them from lying to customers about their delivery dates.

Items are still being advertised as able to arrive within the next 2 months when looking on your website. Potential customers need to be aware that Freedom has no intention, or as they now say ability, to deliver items by their expected dates. Yet they continue to lie.

We've cancelled most of our order as a result of what has happened. Personally I don't believe the remaining items in our order will ever arrive.

Also for Freedom's information, the staff at the Preston store make derogatory comments about Freedom to customers. I think you've got a much bigger problem than just lying to customers.

Do not shop here - I'm not usually one to leave negative reviews but my experience at Freedom Preston has left me furious. Initially told it would be an 11-13 wait for the couch, which we accepted, however it's now been 18 weeks. I have not once been willingly updated about my delivery, it's only when I call and wait on hold for lengthy periods of time that I get any information. That's if I can get through at all, often the call is just cut off after 20 minutes or more on hold. I've also sent emails that have gone unanswered. When I leave a message with staff members who insist that the manager will call me back asap, I'm never contacted. Genuinely, without a doubt, avoid!

They made me pay my furniture in full last December. Until now, after 5 months, I haven't received my orders in full. They were meant to arrive in 3-4 weeks.

Then, I received the Carver dining chairs. The quality of their furniture is not as good as the ones in their showroom. When you submit a complaint to fix the problem, not only the responses are delayed - until now there are no agreed resolutions!
I tried contacting the store but you will just be put on hold until their system hangs up on you! Bad service!

Appauling customer service. Their "support" team refuse to assist with queries and direct back to the store who never answers calls. Terrible when they have thousands of dollars held captive with no updates ever provided and no assistance given to anyone who has made a sale. Do yourself a favor and never use this store.

The worst service ever! Never trust them! They lie only to sell their product! Yhe only reason I ordered from Freedom was the delivery time that they said it would be 4 weeks, now, it’s been 4 months and still no news! NEVER TRUST THEM!

I purchased the raffles chest of drawers and tall boy in February 2021 the items were delivered to me within 2 weeks, but when I opened the boxes I found it was the wrong colour called store and explained what has happened they were helpful in re-ordering the 2 pieces and I could use the products until new ones arrived. The 6 drawer came in 3 months after delays due to lockdown and then no information regarding the 5 drawer tallboy, I called the store to ask what was happening I had not heard anything and was told my order was cancelled. This is about 4 months after the initial purchase. They reordered again and the delay of the product has gone from May 2021 to expected arrival in store late April 2022.
This order was made February 21st 2021.
I find it extremely difficult to believe that no other customers have ordered this item and are waiting as long as I have for the tall boy.
The last two customer services assistants at the Preston store had promised me phone calls with updates 4 weeks ago and 2 weeks ago, I am yet to receive a call back.
When I was last at the store 3 weeks ago checking for more information on the order I was told by another customer service representative that I was not dealing with, quote “don’t bother calling our store we don’t answer the phones”.
My next steps regarding this purchase will be to go to consumer affairs and the ombudsman.

Poor customer service. I have been waiting 3 months for my couches (after being told 4 weeks) and each time have only been told about the delay as I called up. I called up 5 days ago again as they’re still not delivered and I was told I would be called back. I have not been called back.
Really poor service. Can’t get through on the phone - I’m just on hold then it cuts off, I’ve tried multiple times. No response to emails either.

I ordered some additional Essentials Signature chairs from Freedom when I got an extender table - and Mohammed and Liam at the Northland store provided service above and beyond when they helped me out when the base of the new chairs was different to the older model.
Great service and with a smile!
I highly recommend Freedom Northland.

Was there a few days ago we had the most helpful staff member she was fantastic, was genuinely Interested in helping us.only regret I didn't get her name.

Love this place so much. Furniture, style and vibe is amazing. The team and the people are amazing and are worth just visiting every now and then. Would have rated 5 stars if it wasn't for their god awful music though.

The worst customer service I have EVER experienced. I have been trying to get an oversized faulty item picked up and refunded since the day I unpacked it nearly 6 months ago. Have had my emails to the Preston store completely ignored, phone calls are never answered and when they are, they are then disconnected. Online customer service is rude and unprofessional, refusing to help as it they claim it is a store problem and they can't do anything. This place is all too happy to help so they make a sale but when you have an issue or faulty item they will completely ghost you and shut you out. NEVER again will I shop here, I don't know how this scam of a company is still trading.