Freedom Furniture

I want to express my gratitude for the outstanding experience I had at this Freedom store.

First, while shopping, I was extremely well assisted by Rosie, a lovely person who made every effort to help me and my family. We have just moved to New Zealand and Rosie helped us to choose beds that fit perfectly for us. We were delighted with our purchase and excited to assemble it (we were supposed to wait a week to pick it up).

During pick-up, which occurred today, the pick-up customer service crew were incredibly helpful, heartful and skilful. I was getting two beds in a car. Although they have an advertisement mentioning they are not responsible for any car damage, Glenn, Caleb and all other members of the crew were always concerned about not creating any damage to my car. Along with that, they were concerned about my safety as I needed to wrap one of the pieces. I got great bits of advice and fantastic assistance. I have had an amazing experience.

I am sad I read some very different experiences from other folks here.

I had extremely satisfied experience when I purchased my furniture, the salesperson was so lovely, this extra star is for her. However I should receive my furniture 1 month ago, till now I still don’t hear anything from the store. Went to their store check status on Tuesday, John took over my case. He was supposed to call me on Thursday, but NOBODY called me. Checked in store on Thursday, John was even not there, the manager said she would take care of my case and this is her top priority. She promised she would definitely call me back by the end of Friday. Now it’s Saturday, NOBODY called me. You guys seriously lose my trust. I feel so bad to keep half of my order with you because your manager’s sweet attitude and promise. But that never comes true.

I'm writing to express my absolute outrage at the infuriating ordeal I've been subjected to as a result of my recent online order with your store. I'm appalled by the shocking level of incompetence and disregard for customer satisfaction that your team has demonstrated throughout this entire debacle.

Let me recap the nightmare that has been my experience. I placed an order for four curtain rods through your online platform and was promptly informed via email that my order was ready for pickup. Eager to receive my items, I rushed to the store, only to be confronted by the astonishing news that there were only three curtain rods available for me. Seriously? How could you get such a basic thing so wrong?

I was assured that the missing item would be "credited" to me, whatever that means. A whole week of waiting later, and guess what? No credit, no update, nothing. Just the utter lack of respect for a customer's time and patience.

Just when I thought the circus couldn't get any worse, I received another email notification, claiming my order was ready for pickup AGAIN. I grudgingly made my way back to the store, and what did I find? An empty-handed, utterly dumbfounded customer service agent telling me my order was nowhere to be found. I've had it with this wild goose chase!

By this point, I'd had enough. I declared I no longer wanted the darn curtain rods and demanded a refund. Your unhelpful warehouse lackey had the audacity to direct me to the showroom for assistance. A futile conversation with not one, not two, but three different staff members followed, and finally, they had the guts to tell me that the ceaseless barrage of absurd emails would cease. Bravo! But here's the kicker – where's my refund? !

Oh, they promised it would be credited "soon. " Well, let me tell you, it's been over a month now, and the only thing "soon" about this situation is how soon I'll explode from the sheer frustration of it all.

Your utterly abysmal communication, laughable coordination, and mind-boggling inefficiency have truly outdone themselves. I'm beyond irate at this point. Your systems are a mess, and your service is a disgrace.

I demand an immediate resolution to this ridiculous farce. Refund my money, and do it NOW. You've wasted enough of my time and patience already. I'll be waiting – though at this rate, I won't hold my breath.

Disgustedly

All I can say is read reviews before you order from any freedom. Worst experience of my life, once they have your money, they treat you like garbage. Not even to mention Smart express they use for delivery, just as useless. I will never buy from them again. They did not explain delivery and just dropped off the purchase after the second time they promised to deliver. The product was poor and of poor workmanship. Broken feet is just a small issue. I reported the issue and then got told they offer n voucher for me to keep the product as is. If you buy from them and have the same issues, I told you so: (

Would rate a zero. My wife went to the store to buy some kid’s furniture and when asked about availability and price she was made to wait for at least 20-30 minutes just waiting for the sale person to come back. Looks like the sales person just ignored her and didn’t want to help her.

Amazing sales team on the counter. Prepared to go the extra mile locating items. Very helpful and supportive. Even loaded items into the boot of my car with a friendly smile. Highly recommend.

Great customer service and the person I dealt with (Ann from Wairau Park) gave me a discount for some wine glasses without asking for it. Highly recommended for all who want their homes to feel and look nice.

Really frustrating delivery experience. I waited at home for a full day for our delivery. Then on opening the box, the item was damaged. It look several calls to the store to arrange a replacement. I’ve now just spent another entire day at home waiting for the replacement item to be delivered on the agreed day, but nothing has arrived. I’ve now wasted 2 days waiting on deliveries. This experience is like the 1990s. I regret ever dealing with this store. Terrible!
——update: now Day3 of waiting. Called the store. Answer from employee: ‘I’m sorry I’ve got no idea. Just wait for our courier’. Me: “how about you find out, rather than waste more of my time again” Seriously? !

I didn't find what I had gone in for, but instead found something I'd been looking for, for ages. The person at the counter was fantastic.

Freedom has always been a cut above their competition with their furniture, homeware and outdoor range, it's our preferred store. Anne was particularly great to deal with.

Worst costumer service ever. They told us that our order is on the ship and will be delivered within a month. 3 months has already passed and they only send us delay notice emails, no apologies or no explanations.

Absolutely amazing customer service! The ladies working at that store could not be kinder and more helpful: the item was taken to my car and put in the boot.
Make sure to call the stores when you see there is no items to click and collect or get delivered on the website because that is incorrect and stock is not properly updated online.
Thank you again!

I've never been into this store and was very impressed with the product and store atmosphere. You'll need a thick wallet to shop here but it'll be well worth it. The furniture is excellent quality that will last and make you feel great for many years to come.

Ordered and paid for curtains in store, in October. It’s now February and it hasn’t arrived.

Tried ringing the store and no one can seem to help me and advise they will call me back. I never get a call back.

Now when I try and call the store it just rings for ages and no one picks up. It feels like I have been robbed.

The lack of communication is unacceptable. I’ve emailed multiple times and do not get an answer for when the curtains I’ve paid for will arrive for pick up. Even an estimate or an email reply back would suffice.

Avoid buying anything from Freedom in store if they don’t have the product to give you there and then.

We bought a buffet table on Boxing Day, but one of the legs was broken when we got it. Your staff informed us that they will provide a replacement leg within 2-3 weeks. However, it’s now February, where is the leg?

Freedom furniture doesn’t need any introduction. It has quality furniture, home décor and etc. Very elegant styles. It is pricy but worth what you pay for. This branch or at any other branch the staff is very helpful and offer very good customer service. You will not regret your purchase.

Having shopped here for years and hardly ever having anyone speak to me, yesterday I had a fabulous experience. Her name was Ann Black. She was knowledgeable, helpful, serving several of us at the same time with friendliness, but professionalism. We showed us examples how to get the best from the leather chair we were purchasing, the helped us with another lady to put it in the car. Thank you Ann, you are a treasure and I will shop on the days you work there

I always have a good shopping experience at freedom furniture. One of the staff Suzy was very helpful to chose my curtain. She gave some ideas and friendly talk was very nice. Thanks Suzy.

Ordered and paid for an item in August. It’s now November and it hasn’t arrived.
Haven’t heard anything from customer support.
Tried ringing customer support and the stores and tried emailing but don’t get a response.

We get that the situation is difficult for suppliers etc etc blah blah.

All we want is some communication. Even an automated Email would suffice.

I feel like I’ve been robbed?

Avoid buying anything online from Freedom.

An appalling experience - wasted so much time and energy, and solution is not yet on the horison.
Ordered a matters April 23rd, with assurance that the next batch is in customs in NZ and will be available in max 2 weeks.
3mth down the line, we still have to chase for any update and the response it's either:
- the system is down
- we have no reply form Australia
- there is an expected delay, you need to wait 2-3 more weeks.
My advise- Stay away from Freedom!