FREEDOM FURNITURE NEW ZEALAND LIMITED Recenzje 

We had a very disappointing experience with Freedom Furniture regarding our Mila Super King bed.

When we purchased the bed, we were told that it was in perfect condition and that the only reason it was being sold at a reduced price was because a customer had ordered it and then changed their mind. We later discovered that this was not the case and that the bed was actually a floor display model being cleared out.

We were also told that the bed was in perfect condition, which was completely misleading. As soon as we unpacked it at home, we discovered rips and damage in several places. We immediately contacted the store and sent them photos as evidence.

Despite raising the issue straight away, the only compensation initially offered was a $100 discount. We clearly explained that we wanted either a 50% refund or a replacement bed, but the store was unwilling to agree to either option.

What makes this experience even more disappointing is that the bed was advertised at a reduced price when we purchased it, and we paid $800. A discounted price should not mean that customers have to accept damaged goods that were represented as being in perfect condition.

The lack of transparency, the misleading information about the bed's condition and history, and the unwillingness to resolve the issue fairly have left us extremely disappointed.

This has been one of our worst customer service experiences. We expected honesty and a fair resolution, but unfortunately, neither was provided. I would strongly encourage other customers to thoroughly inspect display or clearance furniture and ask for its condition to be confirmed in writing before purchasing.

Anything I have wanted to purchase is never available in store, and the delivery fee is ridiculously high and a slow delivery at that! Freedom has gone downhill. Overpriced now too! I imagine they won't last much longer in NZ.

Having been a very loyal customer of Freedom's for a period of time we had a genuine warranty claim that was well within the timeframe and declined for no reason. The furniture item was nowhere near up to standard for the purchase price. As we have found out this company does not operate in good faith so we won't be buying again.

We spent over $14,000 on bedroom furniture and honestly regret it. We were promised our NZ Super King bed by mid-July. No update. We chased them - delayed to August. August came - nothing. We chased again & was told it is delayed to September. Eventually after weeks of arguing and chasing our furniture arrived in the third week of August but FOUR items were missing.

We were even incorrectly told that we had already collected three of those items, despite the manager acknowledging they were far too large to realistically fit in a normal ute. We ended up having to collect them ourselves. Then we were told our mattress was no longer available and had to select another one. After initially trying to make us pay significantly more, they eventually agreed to honour our original price and told us to expect a two-week wait.

More than two weeks later — still no mattress and absolutely no communication. I called today and the sales staff member had no idea what was happening with our order. When I asked to speak to a manager she became aggressive, yelled over me, put me on hold and then hung up on me. My husband called back and the manager then apologised and admitted he thought the mattress had already been delivered.

That sums up our entire experience: no communication, conflicting information, missing items, broken promises and staff who don’t seem to know what is happening. We sold our old bedroom furniture expecting the new furniture to arrive, and ended up sleeping on a mattress on the floor because of their delays. For a company receiving $14,000 from a customer, this level of service is disgraceful. We are now seriously considering cancelling the mattress and taking our business elsewhere.

Do yourself a favour — think twice before spending your money here.

Bought 8 coffee cups. 1 year later they crack when you pour in hot water . I've never seen anything like it. They didn't reply.

Ordered a wall mirror, was told they had stock in Auckland. A couple of weeks later went in to see where it was and was told it was coming from Australia and was on the water. Went back 2 months later, still not arrived. Staff couldn't say when or if it would becoming in any time soon, or where the item was.

I purchased a Freddie Modular Sofa from Freedom Furniture (Wairau Park) in October 2025 for $2,418.25 including delivery.

Within a short period of normal use, the chaise began to sink significantly and the main seating area showed visible wear and pilling. The sofa quickly became uneven and uncomfortable to sit on, which is not what you would expect from a product at this price point.

I reported the issue in November 2025, and since then this has been an ongoing process with Freedom that is still not resolved months later. A technician inspected the sofa, and there has been extensive back-and-forth communication with their customer service team.

Despite the clear deterioration in a very short timeframe, Freedom has only offered partial remedies such as a small refund, store credit, or replacement. I declined these as I believe the product has not met acceptable quality or durability standards under normal use.

After months of delays, inconsistent communication, and no resolution, I have now had to escalate the matter to the Disputes Tribunal to seek a full refund and collection of the sofa.

This has been an incredibly frustrating and time-consuming experience. I would not expect to have to go through a formal legal process over a sofa purchased new only a few months ago.

Based on my experience, I would be cautious about both the quality of this product and the level of after-sales support.

Will give zero star if there's an option. Bad customer experience and service. Bought the scala bookshelves on 9/1/26 in store, were told item comes from Auckland. Received email from delivery department auckland on 13/1/26 saying " Thank you for confirming your delivery address. We can confirm your order has been booked to be dispatched from our Auckland Distribution Centre on 16.01.26. Please note this is a dispatch date, not the final delivery date. The carrier does advise that after the date of dispatch, it will take them about 5 - 10 business days to complete delivery. Once your items reach the carrier's Christchurch depot, the carrier will contact you directly to arrange collection.
No one contacted me after 10 business day, call moorhouse branch on 31/1/26, were told item has arrived, and they will call me. Waited until 2/2/26 and I call again, (Also reply the email above to check status, received no reply until today),to moorhouse branch, the lady checked and came back saying the item has arrived auckland, and they will contact me to arrange delivery, I mentioned the previous email received, and I thought they said it's already arrived in their warehouse in christchurch? She checked again and call back saying she has asked auckland freedom to send ASAP, item will depart on 11/2/26 and I will receive it in 10-11 days time. I said I'm not happy with this sort of service, she replied that it's auckland branch's problem because they are the one that does the delivery arrangement, they have nothing to do with it. This is a big red flag! Imagine I'm selling a china made product, things goes wrong, don't blame me, it's china factory's fault and don't complain to me, call the china factory to complain?! Doesn't make sense at all. They did even compensate for the time and effort trying to get this thing sorted, basically Freedom furniture doesn't understand what is a good customer service. So I canceled the order, disgusting company, customer service and logistic, will not step into their stores anywhere in the country again. Beware people!!

Poor customer service and very delayed delivery of furniture. On submitting feedback - they intentionally changed the rating provided to them.

Brought a table from freedom Sylvia Park. Opened the box and the table had scratch marks all over it and painted over with stain. Got a second one delivered and was worse. Had more scratches on it. Dealing with customer service the lady said take your money back as sending you a third table it will probably be scratched aswell. Horrible customer services.
Still out of pocket 1500$ the table is still in the box in the garage and the person from customer services does not respond any more.

Manager Jen has ment to of called me …..
Rubbish company.

I'm happy with the product itself – it's exactly what I expected and good quality. However, the delivery experience was disappointing. The two delivery men were quite unprofessional: they laughed among themselves and didn’t acknowledge me at all, acting as if I wasn’t even there. It felt awkward and uncomfortable, and I couldn’t wait for them to leave.

Brought outdoor furniture ( advertised as solid wood). After one season the wood had delaminated , split apart and was in a terrible state. The solid wood was not solid wood, it was tiny pieces of wood glued together and laminated in a thin material.
I was extremely unhappy and the furniture was unusable and unsafe.
Filled out a warranty claim sighting not fit for purpose. I was contacted and informed that the outdoor furniture had to have been kept under cover at all times for a warranty to be valid. Kinda defeats the outdoor aspect!
Luckily ours had been under a pergola, so the claim continued after photos of proof of undercover area.
I was then offered a instore credit upon the return of the furniture.
Due to current prices my store credit wouldn’t even purchase one chair ( I was returning two chairs and one 3 seater sofa).
I stated I didn’t want a store credit, not my fault the furniture hadn’t lasted or that prices had increased significantly, I wanted a full refund or replacement of like for like. I was told I couldn’t have like for like as they didn’t sell this model anymore, I sent a copy of exact model they currently were selling online ( but at more than 3 x my original purchase price).
I was told again this was not the same, really?
I stated I wanted to be referred up the chain or I was going to take them to small claims ( this was 6 weeks in after getting a complete run around). Eventually I got management to agree to a full refund upon return of furniture (but I had to arrange the return at my cost). I just kept ringing day after day until they agreed to arrange pick up and pay for it. They took a month to arrange the pick up after several more calls reminding them to arrange this.
I was finally given a pick up date, the freight company never turned up, several more irate phone calls occurred before pick up. Once the furniture was picked up I never got any correspondence to state it had been received and refund had been activated.
I waited 2 weeks then made another phone call stating they had now effectively stolen the furniture as I had not received a refund. I was told they didn’t have any record of the furniture in the return warehouse, one very verbal call later they found the furniture and the refund was activated. I finally got the refund after being told it would be credited back to original payment method, then told they couldn’t do this and I had to send a verified bank account number.
It took over 3 months before I received the refund.
I lost count of the number of times I had to fight and chase up this claim.
Customer service was almost nonexistent.

I would NOT recommend this store. We bought a couch and chose the fabric, and all emails said it would be delivered in June. But only a corner of it was. I have talked to multiple people, and no one can actually tell me where the rest of it is. Avoid this company.

Bought an expensive corner lounge suite. Absolutely crap quality. Within 1 month cushion stuffing compacted and in effective. I have never sat on such an uncomfortable lounge suite. Total wast of money and disappointment.
Would never buy anything from this brand again.

I was really disappointed with this furniture. It looked great in the pictures, but in reality, the materials feel cheap and flimsy. Assembly was a nightmare—the instructions were unclear, and some parts didn’t fit properl

They are the worst! I was informed that the delivery will take place on Saturday and now no one knows where my couch is!

Absolutely disgusting the way this company conducts their so called business!
Strongly suggest if you need furniture then, “Stay well clear”
After visiting the Thorndon Quay branch and purchasing a substantial amount of goods, I’m still waiting on mine which is now overdue and has been pushed out with no notification.
Nobody even has the decency to contact us and explain the situation. We were only advised after we contacted them..
Absolutely no communication whatsoever and with the majority of staff that haven’t a clue what customer service is, I won’t be back!
SUGGEST STAY WELL CLEAR!

I am very grateful to Jamie for his great assistance, which allowed me to smoothly receive my new sofa. His enthusiasm made me feel warm and reassured. Thank you, Jamie. The new sofa is fantastic; both its appearance and quality are exactly what I hoped for, making me feel that it was a worthwhile purchase.
I will definitely continue to buy the furniture I need from FREEDOM.

Click baiting for online sales, items say available, add to cart, then get to checkout & half products are sold out. Then even products that weren't sold out & I actually purchased, end up being cancelled without any communication at all. I brought one main item & unfortunately made the mistake of adding a little upsize item to the order of a $3.47 fake flower. They then cancel the main item, leaving me paying $10 Shipping for this $3.47 item. I tried all methods of contacting them before this was dispatched over 2 days, but it was still sent out & now I have a $3.47 item that I paid $13.47 for and none of what I actually wanted. Service is beyond terrible, I rang no answer but left a message, I emailed, tried their chat bot & nothing. I honestly feel like I was click baited and then scammed. Why would anyone opt to pay $10 shipping for such a small value item. They should have contacted me to ask if I wanted to cancel the entire order, I still also have no information about the refund for the item they cancelled either or my money back for it. Very very disappointed. Would not recommend to bother with online sales & I will certainly not be using them again either.

recently purchased the Mosman Console Table (180 cm) from Freedom, and my experience was highly disappointing due to their poor customer service and problematic delivery process.
Key Issues:

Damaged Product: The table arrived broken, despite extensive packaging. Disposing of the waste was a hassle.
Poor Communication: The local branch seemed disconnected from the main office, causing confusion and delays. We had to repeatedly follow up to get any resolution.

Replacement Delays: We were informed that a replacement would only be available in August, even though we received the original product in April. The replacement also had minor scratches.
Delivery Problems: The delivery team refused to take the packaging waste without a $50 fee. One delivery person eventually agreed to take it as a favor.

Advice for Future Customers:
Inspect Immediately: Check the product thoroughly upon delivery.

Communicate Clearly: Arrange with the local branch for packaging removal.
Be Prepared: Expect potential delays and poor communication.

Recommendations for Freedom:

Improve coordination between branches and the main office.

Ensure thorough quality control before dispatching products.

Provide better customer support, especially during delivery.

Integrate packaging removal into the delivery service.
Maintain accurate stock information on the website.

Overall, my last experience with Freedom was frustrating, and I wouldn’t recommend it based on their current service standards.