Freedom Furniture’s strongest documented strength is its in-store experience. Even its Trustpilot profile includes praise for staff. One shopper wrote “Excellent, informative, friendly service & advice,” another said of the delivery team “They were courteous, respectful, and a real credit to your team,” and a New Zealand customer said a store manager “was unbelievable.” Freedom is a major Australian furniture and homewares retailer that opened its first store in Sydney in 1981, according to BHG, and now has stores across Australia and New Zealand. What sets it apart is a wide, design-led range under one roof: sofas, beds, dining, outdoor furniture, homewares, kitchens and wardrobes, with styling advice in showrooms.
Freedom’s myFreedom membership is free and gives free metro delivery on online homeware orders over $149, extended 60-day change-of-mind returns on homewares, and member-only promotions, according to BHG. A trade program offers 15% off full-price items and 5% off sale items for designers and stylists. Change-of-mind returns apply only to homewares, within 30 days in original sealed packaging (60 days for members), and furniture and upholstered items are excluded, according to Freedom’s policy. Australian Consumer Law still gives you rights to a repair, replacement or refund for major failures regardless of store policy.
The honest caveat: Freedom’s Trustpilot profile has a 1.4 TrustScore from 382 reviews, with 90% one-star, and it’s unclaimed with no history of inviting reviews. Buyers report problems like “The lounge suite fabric had pilling from the very beginning” and a replacement dresser where “the second one delivered was also damaged.”
Quick Highlights
✅ Wide range of furniture, homewares, kitchens and wardrobes
✅ Design-led showrooms across Australia and New Zealand
✅ Helpful in-store staff, according to several reviewers
✅ Professional delivery teams for some: “courteous, respectful”
✅ Free myFreedom membership with member perks
✅ Free metro delivery on homeware orders over $149 (members)
✅ 60-day homeware change-of-mind returns for members
✅ Trade discount program for designers
✅ Click and collect available
✅ Established brand since 1981
✅ Australian Consumer Law protections apply
✅ Frequent sales and promotions
❌ 1.4 TrustScore, with 90% one-star reviews
❌ Damaged and defective deliveries reported
❌ Warranty claims denied, per buyers
❌ No change-of-mind returns on furniture
❌ Long delivery delays and poor updates
❌ Products not matching online descriptions, per buyers
❌ Unclaimed Trustpilot profile with no replies
Why Trust This Review
We analyzed Freedom Furniture’s Australian Trustpilot profile (382 reviews, a 1.4 TrustScore, 6% five-star and 90% one-star, unclaimed with no history of inviting reviews), Freedom’s published change-of-mind policy, and summaries from Better Homes and Gardens Australia and the complaint platform ajust. Because Freedom doesn’t invite reviews, its Trustpilot score likely over-represents unhappy customers. GlossGirly has no commercial relationship with Freedom that affects this verdict. Consumer rights note: under Australian Consumer Law, you’re entitled to a repair, replacement or refund for major failures, regardless of store warranty terms. Contact your state fair trading office or the ACCC if a claim is refused unfairly.
Full Review Breakdown
Range and In-Store Experience
Freedom’s showrooms are its strongest point. Shoppers praise knowledgeable, non-pushy staff and styling advice, and several name individual store employees who made purchases easy. The range spans sofas and sofa beds, beds and mattresses, dining tables and chairs, outdoor furniture, rugs and homewares, plus kitchen and wardrobe design services. One unhappy reviewer still said her store experience was pleasant and prices seemed reasonable. If you shop in person and can inspect pieces before buying, you’ll avoid many of the problems online buyers describe.
Product Quality
Quality complaints are frequent. Buyers report fabric pilling from day one, sofa springs breaking just after warranty, leather lounges peeling, a “solid oak” dresser that turned out to be veneer, a replacement bed frame arriving covered in mould, and sofa beds with cheap backing fabric and visible staples that didn’t match the online description. One buyer said marble tables vary so much that she wasn’t allowed to buy the floor model she liked. Our advice is to inspect fabric, construction and materials in store, ask about specifications in writing, and avoid relying solely on online photos.
Delivery and Online Orders
Delivery is a major pain point. Reviewers describe items arriving damaged, partial deliveries (like a tabletop with no base), months-long delays without updates, rescheduling problems, and one alarming experience with delivery contractors. Online-exclusive orders seem particularly hard to resolve, with buyers reporting slow email replies and no phone access. Some deliveries go smoothly, and one shopper praised delivery staff for carefully setting up furniture for her. Check stock before paying for online orders, and inspect every item before signing for it.
Returns and Warranty
Freedom’s change-of-mind policy covers only homewares (30 days, or 60 for members) in original sealed packaging. Furniture and upholstered items are excluded, and Freedom may charge a cancellation fee if it agrees to cancel. Buyers describe warranty claims denied for peeling leather, settling foam or “moveable parts,” long photo-request loops, and refunds taking weeks or months. One buyer said Freedom wouldn’t sell spare parts it had in stock. Remember that Australian Consumer Law gives you rights beyond the written warranty for major failures. Document defects with photos, keep receipts, and escalate in writing, including to your state fair trading office if needed.
Best Products Worth Buying
Freedom Sofas
Freedom’s sofa range is broad and stylish. One reviewer paid about $5,000 for an electric recliner. It’s best for shoppers who can sit-test and inspect fabric in a showroom. Ask about frame, foam and fabric warranties in writing before buying.
Freedom Homewares
Cushions, throws, rugs, dinnerware and décor, which are covered by the 30-day change-of-mind policy (60 days for members). They’re the lowest-risk way to shop Freedom. Join myFreedom for free delivery over $149 and extended returns.
Freedom Outdoor Furniture
Outdoor tables and seating, such as the Cannes table range. Ask whether spare parts are available, since one buyer couldn’t get replacement parts. It’s best for buyers who inspect pieces in person.
What Customers Actually Think
“The back of the sofas are only covered in flimsy cheap black fabric” — Renee, Trustpilot reviewer (Australia, 1 star, Kushiro velvet sofa beds)
“No contact, no communication, no updated delivery.” — Danielle Crawford, Trustpilot reviewer (Australia, 1 star, Bed frame)
“We have the parts, but we won’t give them to you.” — Oisin O’Callaghan, Trustpilot reviewer (Australia, 1 star, Cannes outdoor table, review title)
“My store experience was actually quite pleasant.” — Heike Motzek, Trustpilot reviewer (Australia, 1 star overall, Mattress and couch)
Is It Worth It?
Freedom is worth considering for Australians who want stylish furniture and can shop in person, inspect items and get specifications in writing. Its homewares, with change-of-mind returns, are the safest buys. Be cautious with online-only furniture orders, check stock before paying, inspect deliveries carefully, and know your Australian Consumer Law rights. If reliability and after-sales service matter most, compare with higher-rated Australian retailers.
Competitors Table
Feature | Freedom | King Living | Nick Scali | Amart Furniture | Temple & Webster | Lounge Lovers |
Model | Showrooms + online | Showrooms + online | Showrooms | Showrooms + online | Online | Showrooms + online |
Founded | 1981 (Sydney) | Check site | Check site | Check site | Check site | Check site |
Change-of-mind on furniture | No (homewares only) | Check site | Check site | Check site | Check site | Check site |
Trustpilot score | 1.4 (382 reviews) | 4.5 (about 2,300 reviews) | 3.5 (about 1,800 reviews) | 4.5 (about 30,000 reviews) | 4.6 (about 13,000 reviews) | 4.8 (about 1,000 reviews) |
FAQs
Can I return Freedom furniture if I change my mind?
No. Freedom’s change-of-mind policy covers homewares only. Furniture and upholstered items are excluded.
How long do I have to return Freedom homewares?
30 days in original sealed packaging, or 60 days for myFreedom members.
What if my Freedom sofa is faulty?
Australian Consumer Law entitles you to a repair, replacement or refund for major failures. Document the fault and escalate in writing.
Is myFreedom membership free?
Yes. It offers free metro delivery on homewares over $149 and extended returns, according to BHG.
Why is Freedom’s Trustpilot score so low?
Its unclaimed profile doesn’t invite reviews, so complaints dominate, especially about delivery, quality and warranty claims.
Final Verdict
Freedom Furniture offers a wide, stylish range and genuinely helpful showroom staff, backed by a long history in Australian homes. Its homewares, member perks and trade program add value for careful shoppers.
The trade-offs are serious: a 1.4 TrustScore, frequent reports of damaged or defective furniture, long delays, denied warranty claims and no change-of-mind returns on furniture. Shop in person, inspect everything, get details in writing, and know your consumer rights. Freedom is a cautious recommendation for in-store buyers only.
Scorecard
Category | Score |
Range & Style | 8.0/10 |
In-Store Service | 7.8/10 |
Price & Value | 6.5/10 |
Product Quality | 4.5/10 |
Delivery | 4.0/10 |
Warranty Handling | 3.5/10 |
Returns | 3.5/10 |
Online Order Support | 3.0/10 |
Overall | 5.1/10 |