freedom

Online customer response times are not good or acceptable in my opinion. Still do not have a resolution and am having to follow it up.

Can apologise pointlessly here… but still waiting? I have two emails I responded to after 5 days.

I made my first purchase last week from Freedom Furniture - 2 x large glass hurricane lanterns on wooden bases. Unfortunately due to the items being handmade, one of them was uneven at the bottom which meant a candle placed inside was very wonky and didn't sit straight.
I emailed for an exchange and was called back the following day by Mel.
She went out of her way to come to my home address after she finished her work day, and brought 3 x new lanterns for me to choose out of! She also took the faulty one away for me (and offered to take the delivery packaging back with her too for disposal!) Above and beyond care - probably the best customer service I've ever received. I hope upper management see this and acknowledge her effort!

Floor assistant left me sitting waiting for 20 minutes under the guise of getting me more information on a shelf unit I had walked in ready to buy. Ended up going to find her and see she’s moved on to another customer. I hovered awkwardly in her peripheral waiting to see if she’d come back to me with the info. I was ignored and she went over to another customer. I walked out then. Waste of time and so rude.

Great service from Angela and her co-worker, even carried all our items to the car with us. Made things really easy even on a busy Sunday.

Great customer service; the staff were all lovely people: D
Went to this store to check out the labour weekend deals and got myself a decent 3 seated sofa from the clearance area for under 1k. Happy with my purchase & would go there again.

Had the worst ever experience with Freedom furniture Slyvia park. I'm writing this review as atleast fifth to sixth attempt to get my furniture delivered to me. What's even worst is that I've tried to contact the assistant manager Mel there, who till date has yet called me back as she had promised.

I bought furniture almost worth $5000 in Feb, I was told that the furniture will be ready only in June 2023 that's 4 months after we ordered the furniture. We were asked to pay half the price as a deposit which we did.

When the order was ready they wanted us to make a prompt payment for the rest to ensure all the furniture items are delivered. We got 2-3 calls to remind us to make this prompt payment which we did.

We were told all the furniture will be delivered, on a certain date, we made sure that we were available for the delivery as they don't give a time or even a time span for delivery. When the delivery was made we were told that a table wasn't delivered as it was out of stock.

When we called to make a complaint Mel assured us that she would look into it and call us back, we never received any calls.

Since I've emailed Mel to get some response, apology or compensation, and to that response Mel has informed me that the initial half price deal that we got in Feb was a compensation already for the bad service we got in June 2023.

They promised us vouchers for the initial purchase in Feb 2023, we still haven't received those as well.

Honestly till this experience we were absolute Freedom fans, but never again. What's worst is that they didn't even want to offer an apology for the horrible experience, nor did they acknowledge this as a learning experience for them.

Lost my faith in Freedom furniture and this will be my last purchase from them.

Had a truly terrible experience in store today. The service was so bad that I felt compelled to leave a review in the hopes that anyone who willing to shop here can see it.

During my recent visit, I had encounter this employee named Angela. Right in the middle of our conversation, another kiwi couple walked in, she simply turn around to greet them and walked away. I was left standing there feeling confused and frustrated, wondering what had just happened. When Angela turn around while she is already with them, she waved at me and give me a silent "sorry". I was walked away and forced to leave without receiving the further assistance I needed.

The fact that an employee would treat a customer this way is simply unacceptable. It is clear that she does not value her customers and is willing to walk away if she doesn't think you are a potential buyer.

I would strongly advise anyone considering going to this store, you must be prepared to buy something, otherwise, you get walk away and ignored.

Lovely helpful staff who willing go the extra mile to help you find what you are looking for. They also help you to load it into your vehicle.

Very poor service and had an bad attitude to talk with customers
Not honored price commitment also shown phone record
But the manager had some attitude and issues
Rest other stores are good

A salesgirl at Mt Wellington store talked so loud at me in front of two other customers, its so embarrassing, you don't have to raise your voice to customer who came to you asking for help, and you don't have to repeat your inappropriate sentence in a snapping way, like I have done something wrong, actually the biggest mistake I made today was to come to you.

Best customer experience! Mel and team were fantastic! Well informed and willing to go the extra mile!

I had a great experience shopping at Freedom Furniture Mt Wellington. Agnes was extremely accommodating and an all-round delightful person to deal with. I will definitely be shopping here again!

Purchase the sofa and told them to notice one hour in advance, be home for 2 times and left the job early, and told us to reschedule and would not give refund, only gift card will apply. In disputing and will never go again

Don't bother buying online from Freedom. I had an order allocated to the sylvia park store and almost 2 weeks has gone by with no update re order. I've called the main 0800 3 times, the Sylvia Park store twice and told the order 'has been fulfilled but not on its way'. Its very confusing that an order of 2 small household decor items can cause this much trouble. The people on the phone giving excuses about the 'online person' not being there for a few days so that means the order hasnt been completed. By the looks of these reviews everyone has this issue so i wouldnt bother ever purchasing from them again.

Shocking service. I've been chasing up my missing online delivery going on three weeks now - called multiple times, emailed, and talking to Freedom New Zealand Headquarters to no avail. Reassurances eventuate to nothing. Disgusted at this point.

Brought curtains online to secure a deal, but ended up not liking the curtains in store. Asked for a refund and got a lecture on the terms and conditions of a online purchase by the store manager. Who actually really reads the T&C's line by line? The curtains were in a perfectly resaleable condition. What am I supposed to buy with $250? Half a freedom chair or a candle? Ludicrous!

Awful experience while they keep us waiting for over a year for a set of $4000 dinning table! They sold something they don’t have and promised sth they can’t do. Terrible service without any follow up till you chase them what a shame! Do not buy from them it’s a waste of time!

We were promised that furniture we purchased would be delivered “at the absolute latest” 5 weeks from when we purchased it. It’s been more than 2 months and they just called to say it would likely be another month. Not impressed at all.

If I could give Freedom Furniture a 0 rating, I would! I ordered a $600 glider (to use as feeding chair) from their website in June in preparation for the birth of my baby. As a first time mum, I wanted to be prepared and ready (their 8-18 July delivery time sounded perfect because I’m due to be induced by the last week of July or earlier). I called them today (18 July) to follow up and was told by a Sylvia Park staff (Arabic-sounding lady who was very rude and told me she couldn’t help me because she’s not customer service — what’s she doing working for sales, then?) that the glider was already in stock and she could schedule the delivery for the 26 July. I told her that my receipt specifically says: “Once your order is in stock and ready to go, you will be contacted to arrange delivery”. No one has contacted me from their company at all. Had I not called, I would’ve waited in vain. I asked for a manager and spoke to Andrew who told me that online sales are not as often monitored (Why accept payments when you’re not monitoring orders as often, then?). I tried to explain my situation and he just firmly and coldly say that the delivery will be on the 27th. I’m not even sure if someone’s going to be home to receive it by that time. Here I am heavily pregnant, stressed, and crying because of the worst customer service I’ve ever experienced in New Zealand. Disappointing and distressing experience, horrible staff, and equally horrendous customer service (or the lack of it)! My first and last time ordering from this place. I would cancel my order if I could!

Edit in response to the owner’s reply:
I suggest you read the complaint thoroughly—there weren’t any problems with the availability of the product. The glider was available as relayed to me by your staff. The failure is on your part for not monitoring your online sales regularly and not fulfilling what you claimed you would do once stock is ready.

Ordered and paid for furniture in September 2021.
Initially I received emails to update me on the estimated time of delivery, but nothing since March 2022.
Phoned numerous times, visited Albany and Sylvia Park branches and was informed it will be investigated and I will receive feedback. Nothing received. No answer at Sylvia Park today.
10 months now.
What happened to good old customer service? Very disappointed and will never buy from Freedom Furniture again.
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