Freedom Furniture Reviews 

This is the worst experience I have had with a retailer since online shopping was created. I ordered dining chairs 5 weeks ago and have been sent the wrong parts for them 3 times now. I still do not have functional dining chairs despite having paid more than $450 for them 5 weeks ago. They are the Jiri 4 unit dining chairs, the screws sent are not long enough to reach the seat from the leg base to be screwed in. Despite the customer service reps understanding the issue based on photos, the third party seller is unable to understand and fix the issue - they keep sending the same length screws to my home. I have asked for a refund 3 times, no response. Do NOT buy from Freedom Furniture - it's basically a scam

I would never buy from Freedom again. I received a substandard couch and went into the store the same day. The Manager looked at my photos and agreed the product was not right, assured me I would receive a replacement, and even filled out a warranty form with me. She told me to keep using the faulty couch until the new one arrived.

A month later, when I followed up, she acted like she’d never spoken to me before. No record of the warranty. I had to start the process all over again. After 2.5 months, 3 different warranty representatives, and endless back-and-forth, Freedom dismissed my claim altogether.

The quality of their furniture is poor, and their customer service is even worse. If you value quality, service and honesty, do not buy from Freedom.

I ordered my table over a month ago, it came broken. Endless emails, generic replies, it is like pulling teeth trying to get this sorted out. Freedom are a joke, I am so over waiting. Jackie in their head office replies like she is on vacation and does not seem to even read the emails prior its like I am getting a new person every-time I email them back. I still do not have my replacement, it is just sitting in the box in my dinning room. They keep blaming it on the supplier Vetro Furniture, however they are the one I bought it from so I expect them to take accountability and just sort it out. Absolutely will never buy from them again!! So disappointed.

Thursday I was in the Glynde SA store and was assisted by Natalie Sampson. I have to say that Natalie's talent and ability with soft furnishings is admirable. Natalie went above and beyond for me in assisting me with my purchases and I greatly appreciated her assistance.

After my first review, Freedom’s “solution” was to divide my order of 4 baskets into 4 separate dispatches from 4 different stores. Who knows if this was done deliberately — but the result is appalling: over one month has passed since I placed and paid for the order, and I still haven’t received everything.

The process has been so stressful and confusing that I’ve had to keep track of which basket came from which store, which invoice belonged where, and which items are still pending. It should never be this hard to receive a simple $100 order.

When I sought help again, Freedom’s responses were still generic, dismissive, and unhelpful. Instead of properly supporting me, they continued to make me chase fragmented updates.

To make things worse, they offered me a 15% discount as “compensation” but forgot to include the code. I respectfully rejected the offer anyway — I never made this complaint to gain any benefit from Freedom. I just expected to receive my order in full, in a reasonable timeframe, without being treated poorly.

This entire experience has shown me that Freedom lacks accountability, coordination, and respect for its customers. I would not recommend them to anyone — buying even a small order online has been a drawn-out, stressful ordeal.

I will be logging a formal complaint with Consumer Affairs Victoria. At this stage, my patience has been more than tested, and the responsibility lies with Freedom to resolve this matter professionally!!

Freedom are always so difficult. I'm trying to buy a piece of art online but the delivery costs are extreme, I wanted to then collect from the store but they don't have them instore - so even if you went in to buy the item, you would have to pay $100=$180 to have the art delivered - what's the point of having a store?

Absolute bloody conn artist.

I ordered two Glasgow side tables in early July. While delivery was prompt, both items unfortunately arrived damaged, and the pull-opening mechanisms don’t work properly. I reached out to customer service right away to find a solution, but 28 days later, no resolution has been agreed upon.
This has been the slowest customer service experience I’ve ever had. I visited one of their stores in person, used their online chat twice, and sent multiple emails—yet still no outcome. It’s quite disappointing given the price point of the products.

Also, be aware that you need to keep the original packaging in case anything is wrong with your order. Even for store drop-offs, they expect you to repack the items. It's been a month now, and I’m still expected to hold on to two large boxes or pay for new boxes myself.

I would like to give them 0 stars.
Bought a $3000 entertainment unit which arrived as the complete wrong length to the one I had purchased.
I rang ‘Freedom’ to be promptly told that ‘aha!’you have purchased an online exclusive and therefore we won’t speak with you, and that my only recourse is to complete an online warranty claim with the drop shipping company!
I at length explained to the person I was talking to that, no Freedom is acting as the seller in this scenario and therefore are responsible for incorrect deliveries. Apparently they are not required to adhere to Consumer Law in Australia and can just run their own show.
Totally illegal!
Two weeks have passed and I’ve received a ticket update saying that they are looking into speaking with the supplier.
Absolutely disgraceful service and I will be contacting ACCC like others here.
Freedom used to represent Aussie well made modern furniture but now is no better than a Kogan Marketplace or worse.
Do not waste your money here, the quality is no better than I could have bought a lot cheaper myself from a unknown supplier.

If I could give zero stars I would. The customer service is terrible. My product was initially being sent to the wrong address even though the order I placed had the correct address. Then I needed to return one of the items as it simply wasn't needed. It was unopened. After chasing a response to my query for over 3 weeks I was advised I could not return delivered items.

YOU PAY PEANUTS, YOU GET MONKEYS!!!!!

Be very careful with Freedom Furniture, they are a subsidiary of Fantastic Furniture - they play the rules their way or no way!!!!!

I have had a terrible experience having purchased a Launceston desk, it arrived scratched, with missing screws and total misfits of bits that were needed for the assembly - which by the way, took a staggering 8 hours and cost me an absolute fortune to assemble!

The situation was escalated to a gentleman called Josh Morar - Head of Retail Operations Support who was extremely arrogant, rude, totally condescending and quite frankly should be Head of My Toilet Bowl for all the customer service skills he has!!!!!

When I told him that an item of furniture should not take 8 hours to put together without any prior warning, he responded 'it's flat pack furniture and I can't find any reviews for this product so cannot check if anyone else has experienced this!!!!!

Furthermore, when I requested a recording and transcript of our telephone conversation he advised that I had called him back on his personal number (which was the number he called me on - see above) out of hours and therefore no recording was available - how very, very convenient - not dodgy at all!!!!!

He called me at 16.50 on Monday 5th May (Labour Day!!!!!!), which I told him that it was not convenient for me to talk, he then called again the following day at 17.51 - I missed the call so called him back on the mobile number above at 18.38, which is why the call wasn't recorded!!!!! Incredible!!!!! Lets see what Data Protection have to say about this!

Eventually they agreed to give me $200 compensation but I have never received it, nor do they reply to my messages!!!!! Their customer service and manners are as bad as their product's quality - ABSOLUTE SH!T!!!!!!

Another item I purchased at the same time as the desk claimed to have been delivered to my home but I never received it, eventually after weeks and weeks and weeks I finally got my refund. They try it every time!

What is it they say - you pay peanuts - you get monkeys!!! Our Mr 'Head of Toilet Bowl' wasn't even a monkey, more a baboon!!! LET'S BOYCOT THEM!!!!!!!!!!

Steer clear of them - Ikea are much more customer focussed and their products are much higher quality than these clowns!

If I could give zero stars I would. All aspects of freedom customer service from purchase, phone, online, delivery and instore experience extremely poor. Now I have mismatched colour base and bedhead and had nothing but trouble with fabrics, delivery, sales person, online staff, in store staff, managers and the best discount they could do was $500 after spending over $2000 for a product that didn’t match not in original fabric , didn’t come when advised, I chased and over 9 months of chasing not one phone call or non generic email to me . I had to follow up constantly. This is the worst service I have ever received. Freedom should be put out of business.

I agreed to a refund, and to have bith fault items collected over one week ago, I've had no response since then, no refund, and no collection of products. Absolutely ridiculous
Do not shop their online exclusive, you can't call them for updates, they only take email therefore you are constantly left waiting

Would give zero. Brought a bench seat online. Colour on arrival was different to in pictures. Requested a return and refund. They tried to justify now ignoring me. I’m going to ACCC for support. Will never buy from them again after having purchased from them many times

If I could give this place 0 stars I would. They display items on their website that are out of stock but you're unaware. Then then tell you 2 weeks later it is out of stock and cannot be delivered for another 5 months. Then when you ask to have your money returned they offer you a Freedom only gift card when you no longer want to deal with their company and all you want is your money back. My recommendation is to avoid this store at all costs

If I could give 0 stars I would. After ordering two dining chairs at 3pm Friday, and receiving confirmation they were not in stock and would not be available for 6 + weeks, I tried calling Friday, left message but wasn’t called back, called Saturday morning to cancel the order. I was told I would be charged a $45 admin fee. Disgusting money grabbing and unethical business practices.

WARNING-

If I could I would give Freedom a rating of -10 if I could.

Do not buy anything that needs to be delivered. If you need to change the delivery address you won't be able to. I have just spent many hours on the phone talking to different people over the last two or three days, all I get is a different person to speak to each time, each person blames the other person, promises are made and nothing happens. They are incapable of changing a delivery address after you've purchased the item. Even now while I write this review it is still has not been changed. Don't do it and save yourself hours of frustration. I'll never buy anything from freedom online ever again, if they think I'm going to pay another delivery fee they are way way out of luck. I'd rather cancel my item and get my money back and buy from somewhere else.

UPDATE ON THIS SHAMBLES
So we're told the bed would be delivered on the 28th July.......... what a joke.......no bed arrived. I made an official complaint all I got was a long winded explanation from customer service which also gave me the option to cancel my purchase. I'm absolutely speechless I've got nothing more to say apart from don't use this service it is the worst I've ever encountered.

UPDATE 06/08/25
Suddenly on the 4th of August we had the mattress delivered without the bed base after telling me they didn't even know where the bed and base were ha ha ha you got to laugh or you will cry......the driver had no idea where the base was or when it was going to be delivered. It's just a never ending useless service.

11/08/2025 This will be my last update as it's becoming a book.......but it's the only way I can get my frustration out ha ha

Still no bed base and no communication from freedom.

We have decided to cancel the bed base and get a full refund but I'm picking that is going to be an absolute shambles as well probably more frustrating than trying to get the damn thing delivered. NEVER AGAIN

Add me to the list of terrible service, pathetic, ordered and paid in full dining table 15th May, ETA 28th June - 3rd July. 8th July after allowing slight delay , called Moorabbin store, was told to loge a compliant through the website and ask the Bot as another option, bot couldn't provide ETA, lodged a request online for update, no response 5 days, called Moorabbin store, no one helped took my number and no one called back , l asked if they could provide alternative dining table, 4 days later , today received. response, zero accountability, dont buy from them as this is the customer service you receive.

We have been trying to communicate with the supplier regarding your query however, we haven't got any response yet. I completely understad how you feel especially that you are expecting the order to arrive on the given ETA during checkout.

Also, we cannot modify an order so if you found another table from our website, we cannot change what is listed on the original order so a new order must be placed. I truly understand how disappointing this news must be, and I want to assure you that I have already raised a refund request for you. Please allow 5-10 business days for the refund to be processed.

At this time, we don’t require any further details from you. However, please note that you may receive auto-generated updates from us as I’ll be placing this ticket in pending while we wait for the refund to be completed.

Why is there never a 0 star option. Paid almost 4K for a lounge set that is falling apart. 'Independant' assessor claims the armchair that has never been moved and barely sat on was ripped as a result of significant external force. Cushions fluffed multiple times a week that don't hold their shape, apparently I'm not fluffing it properly. Freedom warranty claims department absoloutely atrocious service and was their hands of it. The couch is such poor quality that they don't even stock it anymore, but apparently it isn't a manufacturing issue.

Extremely Disappointed – Avoid Freedom Australia

I’m extremely disappointed with the service from Freedom Australia. After 5.5 weeks of back-and-forth emails (over 30 messages), they still haven’t collected a sofabed I reported as defective and uncomfortably hard — it literally felt like a park bench.

To make matters worse, the sofabed I paid premium delivery for wasn’t even delivered to my door. It was left in a neighbor’s carport without notice or permission — completely unacceptable and unprofessional.

Despite multiple promises, Freedom repeatedly failed to show up for scheduled pickups, and I’m still waiting on my refund. The sofabed is now sitting outside my front door as it was taking up valuable space waiting for collection inside. Their communication has been inconsistent and frustrating throughout.

This has been one of the worst customer service experiences I’ve had. I’ll be filing a complaint with Fair Trading and strongly urge others to proceed with caution when dealing with Freedom Australia — their after-sales support is shockingly poor.