WHAT AN ABSOLUTE DISAPPOINTMENT BY FREEDOM FURNITURE!... After finally deciding on a bed and paying a deposit at Fountain Gate store at the beginning of March, we were informed that our bed would take 10 weeks until it was ready to be collected and that we were able to fix the remaining balance up at the warehouse once it was ready for collection. We have waited nearly 4 months for any sort of communication from Freedom to notify us of any progress on our order - whether it was ready, delayed due to COVID-19 etc, although we have heard nothing despite being told we would be contacted when our order was ready by the staff member that we dealt with at the time of purchase. I have tried to make contact with Fountain Gate store to see what my options would be in this situation as we no longer need this bed due to the significant amount of time it has taken but was unsuccessful for a day and a half due to them not answering their phones. I called Ballarat store and spoke with Ash who was more then helpful offering to email Fountain Gate store to make contact with me, and ensured me that I would be able to receive my deposit back in full, or to at least receive a store credit/gift card for the amount already paid. I later made contact with Fountain Gate store after calling a ridiculous amount of time times to finally get through and was told I would need to speak to the manager and was also ensured by yet another staff member that I would be able to receive my deposit back or store credit/gift. 5 days later I have finally made contact with a manager?... who was extremely unhelpful and what seemed to be rude and careless when having explained the situation. I was informed that my order for my bed hadn't even be put through as I had only paid a deposit and Freedom Furniture hadn't commenced with making my bed as the full amount hasn't been paid and was offered a LOUSY $62 refund as they would need to keep the remaining of my deposit because Freedom Furniture will "lose money" on this... Something that hasn't even been made yet! Absolute frustration and dissapointment is the only way to describe this situation! We were yet to furnish our whole new house with many pieces from Freedom Furniture but after this horrible experience I think our business will be better elsewhere! - Claire Adam.

I recently had the unfortunate experience of dealing with Freedom for the delivery of my couch, and I must say that the entire process has been nothing short of infuriating. After waiting for a long 20 weeks, I was finally informed that my couch was ready for pick-up, despite having previously paid for delivery. To add insult to injury, I had to endure another two weeks before the couch was actually delivered to my home. However, the delivery time turned out to be the least of my worries. Upon inspecting the furniture, I discovered that my wall had been damaged during the delivery process. Shockingly, the delivery drivers did not even bother to inform me about the damage. It was only when I noticed the unsightly marks on my wall that I realised what had transpired. Naturally, I immediately contacted the store to report the issue and seek a resolution. In fairness, the store manager Brad was more than helpful and did provide great next steps on how to address this issue. From here there has been back-and-forth communication with their customer service department. Despite relaying all the necessary information to the store manager and again to the CS team, I have yet to receive an outcome or any assurance that they will rectify the situation. The lack of accountability and negligence displayed by Freedom customer service is truly appalling. Not only did I have to endure an excessively long wait for my couch, but I also had to deal with unprofessional delivery drivers who damaged my property without any acknowledgement. After the lack of response and resolution, I have had to engage someone to come out and patch up the wall, out of pocket ($220). An exciting experience has unfortunately turned into more trouble than what it was worth. No responsibility or liability on there behalf

I purchased a mirror on clearance for $79.97. It was brand new in the box. I got home and it was broken. I called the store, said I didn't have the receipt and was told I can still bring it in for a refund on the weekend, as they can look up the receipt. If the store had the same item brand new in the box I would have been happy to swap it over. They only had one left on display that I felt looked second hand. I went in to return it and was asked for the receipt. I didn't know where it was and had my 3 kids with me so I said can I just grab a store credit instead of a refund. I was told I cant. I said can I buy a $250 mirror I liked and just have the money put towards it. This was also denied. I had my bank statement which showed freedom fountain gate, exact price of $79.97, date and time of purchase. The manager wouldn't even look at it. I went to my car and searched everywhere for the receipt. I couldn't find it so I gave them the broken mirror and replaced it with the display mirror, that has a dint. I asked for details on how to put in a complaint and was reminded that I didn't have my receipt. I have extensive experience in customer service and retail management and knew that this wasn't right. I'm not one to complain either. I finally found where to send a complaint. After chasing it up 11 days later, I recieved an email back from fountain gate stating that I didn't have my receipt and that the mirror was replaced anyway in good faith. Basically I should be happy that I even got that! I was sold a broken mirror and was inconvieneced by having to bring it back, and then more so by everything that came next. I dont understand that when a complaint is made about a store, all that is done is the complaint being forwarded to that store

Same terrible experience as other reviews here. We ordered our couch on the 9th of December 2021 and it still hasn't arrived. At the moment we are told it will arrive on the 20th of July this year (over 6 months), but we have already recieved over 5-6 delay notifications and aren't convinced we will get our couch by July. Every time we have called or visited the store we are told the store manager is in a meeting and the store staff we have spoken to have been extremely rude. We were told to email the help centre but all they offered us was 25% off for the next purchase (as if we will ever be shopping here again). When we called the store on one occasion a staff member tried to convince us to pay the remaining amount, because 'maybe its at the warehouse but they havent notified you because you haven't fully paid' - this was in March. They have refused to refund our deposit and we have had to seek advice from consumer affairs to make a formal complaint. Reading other reviews on here has made us wish we checked them earlier as we never would have bought from here.

I purchased a coffee table after looking through the catalogue instore from a sales consultant. I advised I was looking for a round coffee table. Since it was purchased, it got delivered and it does not look like anything the catalogue produces at all. It is not round, it is oval. It is false advertisement. When I received it, I was extremely disappointed to find out I had paid $500 for a product that was not what was advertised nor wanted. Store manager was rude and offered me a full refund as a store credit only - or to give me a refund but I am at a loss of $71 ..why can I get a refund at full store credit but I lose money when trying to claim a refund for a product that was falsely advertised. Store manager was extremely rude and unhelpful. Customer service is nothing special at this store. I will be getting the obudsman involved to further assist in my refund. I'm still waiting for someone to contact me from the Fountain Gate store regarding my refund!

Such horrible customer service I paid $314 for a table lamp on November 2022, and I'm still waiting for my delivery to receive.I called more than ten times, the staff in the call centre were insulting, no answer after calling so many times, I've been told it's a third-party problem, not their fault, and they are not taking any responsibility for my order and the money they charged from my account. I don't even have no idea who the third party is On my last call, the staff member hangs up the phone on me which was the most horrible customer service experience I've ever had in Australia. STILL WAITING FOR MY ORDER⁉️⁉️⁉️

Terrible Customer Service. The Staff working here are extremely unfriendly. recently I have visited the store a few times as I was looking for multiple furniture pieces. Each time, one particular staff member who is usually at the counter has been rude, unkind & has been very unresponsive. She seems she does not want to be working here & I overheard personal conversations between her & the manager at the store about a weekend party. Due to this I have been to Moorabbin Freedom as the staff have been much friendlier. I do not recommend this store at all. overall, the shop seems to be overpriced on some items & the sale prices are more reasonable.

Worst customer service I’ve ever received, I have been waiting for my item for over 6 month, I went in to the Fountaingate store to find out what was going on, the first gentleman I dealt with was incredibly apologetic and could understand my frustration, however the female manager at that store has the worst customer service I have ever come across she was rude, abrupt, unhelpful and didn’t seem to care whatsoever about her customers, purely because of this individual I would never shop with freedom if that is the kind of people they want to be representing their company have never left a store more mad or unhappy.

I cant say enough about your employee Sugar at the Fountain Gate store. She is amazing. She is beyond helpful. I came in and ended up buying a outdoor table off the floor as it was discontinued. Sugar is an asset to that store, she’s down to earth and friendly. Maybe it’s because she’s younger than some of the other staff that I have dealt with at that store. Nothing was too much for her. I made sure I got her name before I left and as I did another lady said exactly the same thing. Pity I couldn’t contact head office through your website. Thank you

This is the worst possible experience of purchasing a necessary family home item. A dining table still not delivered after being paid for in full 7 months ago. Freedom you need to address your issues or not mislead consumers into believing a product will be available within a 12 week period. You ask us to respect your staff. You should reciprocally respect customers and not seek payment when you cannot deliver to your promises. If I could rate zero I would have . So poor!

Good store with great customer service by the floor staff. They pay attention to customers requirements, find what suits best for the customer and make smart suggestions. Further, like the store arrangement (on all stores), at the arrangements represents the store name "Freedom". It's a freely arranges store with no rigid structure, but make it easier for customers to find and compare, mix and match what they need. And the pricing is very reasonable too.

Horrible customer service, horrible experience. No one returned my calls, no follow up, several notes were left for the manager however I did not receive a call back. Manager was extremely rude to me on the phone. After my item is delivered I will NO longer by buying from Freedom. For the money you spend here you should be made to feel welcome, staff should be polite and helpful. I would not recommend this store to anyone.

Disappointed in service. I purchased a latge print but when I got the item home I found the frame was damaged. Called the store and they managed to find a replacement. Wasted half a day driving to and from the store and despite dealing with 3 staff members not one offered an apology or recognition of the inconvenience this had caused. Just basic customer service in this sort of situation I would have thought ? What a pity.

We ordered Sorento Fabric Sofa, and was delivered to us end of August. The sofa and the sofa guard spray to protect the fabric is awesome. The fabric of the sofa is top notch. Freedom has a very unique collection and very classy. After the sofa is bought we had a voucher since we joined their loyalty program had a very decent amount so we could get some nice cushions. The customer service is also really good.

I was extremely impressed with the staff at Freedom. I was looking for a clearance product and had to ring around to find it. The crew here not only knew what I was talking about, they went and confirmed they had it and called me straight back. Like most Freedom stores you can lose a bit of time wandering around them but this store seemed to have a but of stock that I hadn't seen and their other locations.

The worst store ever. Bought some curtains, accidentally bought the wrong size. Store manage would not refund my money $180 as the pack was torn. Left feeling devastated as I now have a curtain that I cannot use and $180 loss. I will never step foot in this place and recommending to my friends and family to do the same. Shame on you Freedom Furniture. By law you are supposed to do a refund regardless......

Please don’t buy furniture from here, it took 7 months to receive my couch. Not only that, but they offered me complimentary delivery and store credit to convince me not to cancel my order, but then made us pick up the order and have not yet been able to honour the store credit. There was very little communication on the delays, and I received conflicting information each time I called them.

Do not buy online...So I bought curtains online due to a sale that was on and assuming if the colour didn't match I could return colour did not match the picture and when I went to the fountain gate store got told no refunds returns or exchanges on sale items yet whole store was on sale at the time and it was discontinued yet its selling for full price on the website now that the sale ended

Absolutely terrible customer service. Not FG store in particular but Freedom as a whole. We place an order >6 weeks ago and have sought a clear direct answer for when any or all the items will be available. We keep getting pushed around and told we have to wait until all items are available before we have any. Do not deal with Freedom for anything.

Very poor customer service @ Freedom Fountain Gate from Management. I was lucky that Christina took over the phone call. Found it easier to deal with her & explain the issue. I will definitely not shop at Freedom Fountain Gate from now on. I've always had a better customer service experience @ Freedom Frankston.

Great store. We purchased a clock from Freedom online and unfortunately it came damaged. We brought it back to Freedom at Fountain Gate and they replaced it without any problems at all. They even opened the replacement box to check whether it was also damaged. I was very happy with my experience at this store.

If you want to buy stuff like as seen on The Block, this is the place. If you are like me and just want nice comfortable furniture? This might not be your store, IF, you want a talking piece, well , plenty in here, unfortunately, I want to live in my house not just dress it up to look pretty for a sale.

I have waited 7 weeks for a desk chair which we have already paid for. Staff advised they had no eta and no idea when this was coming due to “system issues”. While a refund has been offered their ability to update customers on orders is non-existent and extremely disappointing.

I was served and helped by a lovely lady called Jacquelyn, she was sweet and helpful and had fantastic customer service. We had a problem and she fixed it for us in under 30 seconds, Couldn't recommend this store or Jacquelyn highly enough. We will definitely be back soon !!!!

Furnished my entire house from Freedom Fountain gate store but the staff is absolutely horrible. Customer service is even worse. Please avoid this store there are many furnite stores with better products, better quality and definitely better staff

Great service, during purchase, just realised myfreedom credit was suddenly marked as expired and the manager follow up throughout the week to get the credit re-added to my account. She even call to follow up. Keep up the good work.

Absolutely love freedom especially there sales ,great quality stuff ,and everything is tasteful in this shop but expensive,so be prepared for that ,but worth it ,there cushions are amazing

Just wanted to write a review about Nerissa! She was so lovely and helpful. She was super informative and knowledgeable, not pushy and super understanding! Great customer service :)

I just want to say that Christina from Narre Warren gave me the best service . She looked after me very well and was so helpful . Even got a beautiful gift from her . Thanks

We have been waiting 9 months for a chair we bought online. It arrived today and it’s the wrong colour… By time the right colour arrives I might need a coffin instead..

WORST CUSTOMER SERVICE, BEEN WAITING ON ORDERS FOR MONTHS ON END TO BE TOLD “I DONT KNOW” STORE MANAGER NEEDS TO FIND A NEW CAREER ABSOLUTELY NO HELP.

A great furniture store with all the key basic furniture pieces you'd expect as with other Freedom stores. Low to mid range in price and quality.

Had to wait over the months past the delivery date, ended up getting a refund thankfully but be careful when ordering!!!

Pricey, staff were too busy to help. Lovely furniture, but would only buy when there is a sale

Very expensive for what you get. Couldn't give me a definite delivery date so we bailed.

Ordered and paid for a lounge in feb was due to be delivered in May..still waiting..

Lots of great furniture at a very reasonable price, the service here is super too.

If I could give a negative score I would. Extremely rude and incompetent staff.

Staff are very helpful and friendly. Happy with quality of the items purchased

Rang 3 times holding for nearly 30 mins. Not good enough, will go elsewhere

We were only browsing and the staff were helpful. Presents some good ideas

Worst customer service. Staff was rude and not willing to help customer.

Friendly staff and beautiful furniture and household pieces

Well presented store. A lot of variety to choose from

Good modern range of furniture at reasonable prices

Do not waste your time. Better spend time on Kmart

Not as.good as some other freedom stores but ok

The staff were amazing so friendly and helpful

Good ideas. Unfortunately its in Narre warren.

Great place to shop, helpful friendly team.

Good range of products, friendly service.

Yes a very busy shop but staff friendly

I am now free as a bird. Thanks Tom.

Why won't you answer your phone

Fab place to shop for the home.

Friendly and helpful staff.

Absolutely great store

No customer service!!!

Always find a bargain

Very helpful staff

Excellent service

Great furniture

Love this shop

Great service

Great folks

Great place

Good range

Expensive

Good