Freedom Furniture Reviews 

The lounge suite fabric had pilling from the very beginning. They refused to take it back. Just out of warranty, the springs in one of the seats broke forcing us to purchase another lounge suite much sooner than we had budgeted for. Poor poor quality. Do not recommend.

Im very disappointed. My second order from freedome and nothing change. I bought matress and its was big disappointed. Then I order dining plates , all have marks and cracks and they already dispute it 2 weeks ! (You can't returned to shop !) For me, never again !

Delayed delivery as their truck broke down, but they dont deliver following day to compensate. You wait 5 days later. Do not buy from them if in urgent need of furniture. Harvey normal or domayne would deliver ASAP but not Freedom. Will never buy again from them

So disappointed,wanted to buy a marble table from the floor stock.Went back to buy it . Then the sales people told me cant buy that one.Need to have another one delivered from the warehouse.Because it was marble could look different.I said I like the one on the floor as that is the design I want.Then I get a story that if I don't like the one sent (There was also a charge of $85 for delivery) they said I can exchange it but I would need to pay to have it returned to the store and pay again to have the one I wanted delivered.,My Question is why can't they deliver the one I wanted and have the new one delivered back to the store.Why should I pay$600 for something I have never seen.The patterns are all different .Also I would have been charged another two $85 extra.What sort of policies does Freedom have..

Excellent, informative, friendly service & advice from
Tyson at the Logan store!

Purchased 2 x Kushiro Velvet sofa beds online. The description online said they were made of Plush green velvet. They are not. The back of the sofas are only covered in flimsy cheap black fabric with staples showing everywhere, shoddy stitching, pulling and wood frame visible through cheap “fabric”.
When I asked for a refund, I was told “how staples work”, and that the supplier didn’t consider the backs of the sofas to be visible or functional!
There is absolutely no evidence of this in the online description. Misrepresentation and deception. I now have to go through the ACCC and Consumer Protection to get a refund. DO NOT BUY!!!!

Was sent a damaged chair. The upholstery ripped to shreds by a bag of screws being taped inside the box. All they offered was a small amount of money back. Now I’m also up for tip fees to get rid of it. Terrible service.

I want to share my experience with Freedom Furniture because I believe other customers deserve to know what I went through after receiving a faulty product.

I purchased a product from Freedom Furniture expecting it to arrive in good condition. Instead, it arrived with defects. I reported the issue straight away, thinking the process of returning or replacing a faulty item would be simple. Unfortunately, it turned into a lengthy and frustrating ordeal.

Over the following days, I found myself in an endless cycle of emails with customer service. Every time I thought I had provided everything they needed, another request would arrive. First it was photographs of the damage. Then more photographs from different angles. Then photographs of the packaging. After that, I was asked to repackage the item and send photos showing it had been packed correctly. Every response seemed to create another task instead of bringing the matter closer to a resolution.

By this point, I had invested hours of my own time taking photos, writing emails, moving furniture, repackaging bulky boxes, and waiting for replies—all because I had received a faulty product that I had paid for. As the customer, I don't think it's reasonable to have to work this hard just to resolve an issue that wasn't my fault.

What concerns me even more is that, despite everything I've done, I'm still left in limbo.

Freedom Furniture has arranged for a courier to collect the faulty item, but they have also told me that **only after they receive and inspect it will they decide whether a refund will be issued**. That means I've already spent days complying with every request they've made, yet I still have no certainty about the outcome. I don't know whether they'll approve the refund, reject it, or ask for something else.

From a customer's perspective, that's incredibly frustrating. I've acted in good faith from the very beginning. I've provided all the evidence requested, followed every instruction, and cooperated throughout the process. Yet the decision still appears to be entirely at Freedom Furniture's discretion after they've collected the item, leaving me without any reassurance that the matter will actually be resolved fairly.

Good customer service isn't just about the final decision—it's about how customers are treated throughout the process. When a customer receives a faulty product, they shouldn't be made to feel like they're under investigation or left wondering whether they'll eventually get their money back after complying with every request.

I'm sharing my experience so other customers know what they may encounter if they ever need to return a faulty product. I also hope Freedom Furniture reviews its after-sales and warranty procedures. A returns process should provide confidence and certainty, not leave customers feeling exhausted, uncertain, and waiting to find out whether they'll receive the refund they're entitled to.

3 weeks, and still no bed!

I purchased an item online and paid for it in full.
I would recommend checking if the item is in stock first.
Don't make the mistake I did and didn't check.
I cancelled the order expecting a refund of my money.
It's been a month since I paid for the item and still waiting for a refund.

My interaction was with NEWMARKET Store.
I had a few problems of my own making.
But the Freedom organisation,after twoing and froing,accepted the validity of my concern and a full refund was expedited.
Also making the wrong choice in a mat,the NEWMARKET Store were understanding and allowed an exchange.
They didn’t show frustration…instead they went out of their way to allow a very pleasant customer service.
Myra the Manager at the Store was unbelievable and needs a raise.She is a brilliant advocate for the Freedom Organisation.Thanks Myra.

Order placed march 2026 then had to cancel it. Cancelled next day. A refund was issued for partial items only. As one item has supposedly been sent in between the order being placed at 4pm and cancelled at 9am the next day I was told I could return to store - no problem.

Items not refunded still delivered after multiple attempts to sort this out prior. In June 2026, finally had the south wharf store agree to collect the items and said refund would be processed.

August 2026, still no refund despite following up weekly.

Ordered a bed frame in May, estimated delivery 9-20 July. Gave them some grace, contacted today via webchat, they said estimated delivery end of August. Were they ever going to tell me??? No contact, no communication, no updated delivery. Who knows if they just plucked the new estimated delivery date out of the sky??? Let's wait and see! Honestly expect more from customer service of a store like Freedom. Very disappointed

Most importantly, I want to acknowledge the two young men who delivered my furniture, one of whom was named Rami. They were absolutely amazing. Nothing was too much trouble for them. They delivered everything on time and carefully set it up exactly where I wanted it, knowing that I was unable to lift it myself.

They were courteous, respectful, and a real credit to your team. Wonderful young men, and I truly appreciate their kindness and outstanding service.
I would like to say a huge thank you to the service lady at Balgowlah Jo for her excellent advice and professionalism. She was knowledgeable, helpful, and never pushy, which made the whole experience a pleasure.

Thank you all for making this such a positive experience.

Do not ever bother with purchasing anything online from Freedom, ever.
I purchased a dresser at the start of May 2026 which was delivered with significant damage (it also showed that my "solid oak" was actually a veneer with cheap wood behind it to give it an oak look) so I asked for a replacement one. That process took 6 weeks, and the second one delivered was also damaged.

Their initial response when I raised the issue and requested a refund was to offer a partial refund because "it still worked". Now at the end of July, I'm still waiting for a refund which has apparently been approved, but 10 business days came and went last week with zero communication apart from me chasing them.

I've now raised a case with the Victorian ombudsman, but I should have checked Trustpilot before I ordered anything because the feedback says enough.

These guys are rubbish.

Movers lost parts for my Freedom outdoor table (Cannes) during a move.

When I contacted Freedom to see if they could sell or give me spare parts, they informed me that they a) have them in stock, the product is still available on their website and in store; and b) they can't or won't give them to me.

Well below bare minimum expectations here. Last piece of furniture I'll ever trouble them with buying.

I bought a wooden wardrobe from Freedom online, it arrived and it looked nothing like the image they had promoted. I raised it with them but they wouldn't take it back. It's false advertising. Suggest buying everything once viewed as they will not take items back.

I ordered a furniture, they sent a damaged one! There is no customer service that want to resolve the issue. I feel I have been scammed by freedom. It has been frustrating and absolutely unacceptable! I have lodged a formal compliant to a government agency about it. I cannot believe how they can get away from this unfair services in Australia

Freedom leather lounge peeling and under warranty but they say nothing wrong. Absolute CRAP customer service and warranties are not worth using as toilet paper. KEEP CLEAR

Very disappointing experience. The staff at FV in Brisbane were unhelpful, and the overall service reflected poorly on the company behind the Freedom Furniture brand. For a retailer positioning itself as a premium furniture store with premium prices, there seemed to be more staff than customers.
The website wasn't working properly, online ordering wasn't possible, and the advertised online specials and sale prices were nowhere to be found. Instead, it felt like the website existed mainly to drive customers into the store rather than provide a functional online shopping experience.
The only reason I shopped there was to use a voucher before it expired. Based on this experience, I won't be returning.
I also found it disappointing that the company behind the brand lacks transparency about who is operating the business. Customers deserve to know who they are dealing with.

In short: not a bad store but absolute cowboys doing the deliveries, or rather NOT delivering. WHERE IS MY MATTRESS???

My store experience was actually quite pleasant. Justin did a great job serving me, and the products and prices seemed reasonable (if a little devoid of colour. More grey in an already grey world....)
So I bought a mattress and a couch.
While the couch takes a while to manufacture, fair enough, the mattress was available immediate.

The choose from three dates SMS is not bad; however the delivery windows being neither morning nor afternoon but smack in the middle are quite unworkable for an employed person. So I postponed the delivery once, and was given a new date.
That did not stop someone from turning up on the initial date, when nobody was actually here, and I had alreay been given a new date.

The new date came (again with a weird window), but no half hour warning as promised (and as had happened the first time).
The message that they were on their way only came when they were already here, so I had to drop everything and scramble to come home, which was made more difficult by me having to drive over my neighbour's verge to actually get home, the way they had parked the truck.

When I pointed out that they should have called in advance, and yes, accompanied by the words ffs, they were rattling off all kinds of garbage from "ah well, you get a 3 hour window", to "it's not our fault if your phone does not connect with mine". Seriously? There were even two of them, so two phones presumably. And neither one worked?

In any case. These crooks then proceeded to initially threaten to throw the mattress into the street, before deciding they were loading it back on. Their exact words: "That's what happens when you disrespect us". (I mean how dare I suggest they should have done their job and called ahead.)
You might have seen the program on SBS called "Look what you made me do". If not, look it up and you understand what I am saying.

Right. I hope these small men feel better for their actions, putting an older woman in her place. Their ego must be quite fragile I assume.

What is infuriating though, that more than 4 days later, including more than 48 business hours, there has been ZERO attempt to reschedule this delivery. 5 phone calls to 6 people on Friday, and not one could turn that truck right back around there and then, got them to come back later, or at the very minimum give me a new date.

Rob, a manager at Freedom has been relatively helpful, as in he, as the seventh person is actually talking to me and emailing me, but until now only with statements like he is "monitoring" the situation, and he can't promise anything.
Monitoring does not do it. I WANT MY PROPERTY!!!

Whatever happened to customer service, integrity, and people doing their jobs properly? Who do these distributors think they are, that they collect money for not doing their jobs, effectively stealing good back from the customer that have already just been delivered, and then providing ZERO follow up servce.

I will NEVER buy from these people again. If they were the last shop in town.