Freedom - Southport

"After waiting several months for our 3 1/2 seater leather sofa, two chairs and two ottomans to arrive, we were extremely disappointed to discover one of the recliner mechanisms on the sofa is broken. The delivery man assured us (twice) that all the electric recliners were operating correctly. The problem is, he didn't sit on the recliners ... he only operated the buttons. After he left, we tested them all and one of the recliners on the sofa collapsed! After contacting Freedom, they sent a repair man out. He couldn't do much other than insert a bolt in the mechanism to try and prevent it from collapsing again. I can't complain about him. He was helpful, and he put a request in to Freedom to order the part. Note: The bolt didn't hold. The recliner is collapsing again under weight. The Freedom Customer Experience Team have told me today that the part will take 18-20 weeks to arrive!! This is outrageous. We paid a lot money for the furniture, and I expected to receive high quality items that should last a lifetime. When the repair man showed me the broken part, I was shocked to see the mechanism is held together by metal rivets. One of the rivets had broken off! I will not be recommending Freedom Furniture to any friends or family members."

"Click & collect was very simple & items were ready to collect next day. Personally found staff members Rebecca & Lara very pleasant, although sometimes having to juggle several customers at once. No problems with returns, as long as rewrapped in original condition. Better quality items here & with sale reduction - reasonable pricepoint"

"Today I returned to the Southport branch to ask then to replace a faulty battery that they sold as part of two electric sofas 6months ago. They admitted to having sold faulty goods and that this issue is known to them already. They refused to deal with it or help me in any way at the shop. I have spent over $20000 there in the last years and was dealt with by an extremely condescending store manager Charlee. This store is aimed at high end furniture sales but serves customers with worse than substandard service when asked to deal with a problem they have caused through the supply of faulty goods. I was told I can only resolve this online however I have tried that previously without any success. Freedom if you have any respect for your customers please contact me. Addendum: I have repeatedly tried to get answers from the helpline but I get only BOT messages which are not helpful in any way in resolving the warranty claim. The response below while it appears helpful is more of the same, showing continued contempt for customers issues sending me back to the warranty claims system than has previously not worked, rather than picking up the phone or sending a mail to me to try and resolve the issue. (I am a member you have my contact details) I would advise all who read this to spend their money somewhere else if you want to avoid the frustration that we have experienced. Please see an extract from the online service to help understand the frustration: Kieran says: That is not helpful, unwarranted and not what I have specifically asked for. As above I need to talk to a human please. Answer Bot says:I didn't get that. Try rephrasing your question. Or Ask to talk to a human Kieran says:I want to talk to a human. I stated that at the start of this interaction and it was ignored. Answer Bot says:I didn't get that. Try rephrasing your question. Or Ask to talk to a human Kieran says:I want to talk to a human Answer Bot says:I didn't get that. Try rephrasing your question. Or Ask to talk to a human"

"We had an exceptional experience with Lara from Freedom Furniture Southport; she was incredibly knowledgeable and had superb taste in suggesting what the vision could be for our home. She even helped us diplomatically navigate my wife, and I's differing opinions; PEOPLE like Lara will have us returning. Second, Freedom offers great products and prices for the items we came in for. Thank you, Lara"

"I purchased the Dahlia leather lounge from Freedom. When I was buying the lounge I was sold a protection plan by the sales rep. She explained how almost everything under the sun was covered, and better yet if it couldn’t be repaired, the lounge would be replaced. I thought I’d hit the jackpot! Fast forward a few years and the dreaded happened. One of the kids accidentally got marker on the lounge when it leaked through some paper they were colouring on. No worries I thought. I’ve paid for an amazing protection plan. I call Care Cover to lodge a claim. I called them about 4 hours after the incident occurred. I submitted all the required paperwork and had a technician come out to look at the lounge. Almost 2 weeks later I receive an email stating 12c in their contract. At their “sole discretion” they have decided not to cover the repair of there lounge. I was shocked and extremely disappointed. I even checked my Ts & Cs and sure enough, marker is covered. This made no sense. I called Freedom and asked them to help me with this since they’re the people who promised the care plan would cover accidents. They came back and said sorry, if care cover say they won’t cover it then that’s it. Buyer beware. Do NOT buy care plans from Freedom. Do NOT believe the sales rep when they promise accidents are covered. I am beyond disappointed in both Freedom and Care Cover.Freedom should be ashamed of themselves."