Freedom Furniture Australia

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 have spent 5 weeks and numerous emails and phone calls with no resolution at all.

Two months still no delivery! Do not use!

I placed an order over two months ago and still have not received my item. Delivery dates were repeatedly changed with no clear explanation, and customer service has been extremely difficult to deal with. I have spent hours chasing updates, only to receive generic responses or no response at all. Payment was taken immediately, yet the product has not been delivered within a reasonable timeframe.

This experience has been incredibly frustrating and stressful, especially as the item was needed urgently.

There has been no accountability, no proactive communication, and no resolution offered. I would not recommend this company to anyone based on the lack of service, transparency, and failure to deliver on their promises.

I have placed an order on 9.6.25 in the middle of the night to my new address. Somehow I have put a wrong address and I have sent an email immediately after the payment that I need assistance to rectify this as the delivery address is wrong.

However, I just realized that it was sent to a no-reply email. I have been chatting online with Freedom via the website. I spoke to a chat agent named 'Kyle.' He said the address has been updated, but some items are coming from a third party and I should wait for an email. I have already raised tickets at this point for each product as well.

I got an email response from Dawn saying she is working on fixing this. The quilt covers I have ordered have already gone to the wrong address. Fortunately, I managed to redirect them to a collection point. However, the mattress on 12.6.25, which I received, will be delivered to the wrong address.

I accept the error was caused by me. It has been quite hectic with the move to the new place, packing things at my old place, and workplace situations. Plus, I don't have any idea how I can bring the mattress to my place when it gets delivered to the wrong address. Obviously, if it was today, the shipment has been sent, they had time to update this with the third-party delivery company.

But nope. So I emailed Freedom and contacted them again via the online chat and got the same person, 'Kyle.' I am not sure if this is an AI or a real human. The response I am getting is also robotic, saying to wait for an email. They couldn't do anything even after three days (Tuesday, Wednesday, Thursday), which is when I lost my patience.

But rather than at least giving me the third-party email, this Kyle ended the chat. This is the worst company to deal with.

They don't have any service, nor do they assist customers. Do not purchase anything from them.

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!!! Guess what I found - see link below!!! Mr 'Head of My Toilet Bowl' is clearly blind as well as all of the above:

https://www.fantasticfurniture.com.au/Categories/Storage-&-Office/Office/Desks/Lauceston-Executive-Desk/p/LAUDSKEXEOOOPBBOAK

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 ***

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!

https://www.ikea.com/au/en/stores/logan/?utm_source=gmb&utm_medium=logan&utm_campaign=GMBCR

When I was putting my couch together on Tuesday night when I recieved delivery, the cushions all went into their covers fine except the zip on the ottoman cover did not hold together. It is a very poor quality zip and the cushion for the ottoman seems rather large to fit in.

I am so disappointed as I have always ordered furniture from Freedom due to the high quality and workmanship of their furniture. Im very disappointed and would like a full refund for the ottoman please, this shouldnt happen the first time the couch cover is put on, refer to photos. I took extreme care when assembling as all the zips on this couch are of poor quality and do not seem to wry strong at all.

Please have someone get in contact with me asap so this problem can be rectified. Thank you

Extremely Disappointed Avoid Freedom Australia

Im extremely disappointed with the service from Freedom Australia. After 5.5 weeks of back-and-forth emails (over 30 messages), they still havent 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 wasnt even delivered to my door.

It was left in a neighbors carport without notice or permission completely unacceptable and unprofessional.

Despite multiple promises, Freedom repeatedly failed to show up for scheduled pickups, and Im 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 Ive had. Ill 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.

I AM STILL WAITING FOR A RESOLUTION