Freedom Moorhouse

"Good store and customer service until they have your money, then a sack of potatoes would be more helpful than their staff. Don't shop here! We purchased a $3000 sofa as the last one of it's kind in the country in Auckland. We decided on this purchase because of the 4-week shipping time compared to the 20-week shipping time for a new couch to be built and sent from China. After purchase we were told to call in 3 weeks to check if the sofa was ready for pick-up. We called after three weeks and after multiple calls we find out that the sofa we thought we were getting has been sold and instead will be coming in 20 weeks along with the ottoman we had ordered at the same time. Apparently the staff helping us had "forgotten" to separate the orders even though we were promised we were getting the one from Auckland and to "be quick because it will sell soon!". To find this out took us multiple calls being told they were too busy to help us now but would call back, after waiting several days with no call back we finally got a hold of someone who said oh yip sorry about that, want a refund? I won't bore you with the details but 4 weeks after we were meant to get a couch and several more calls we finally get hold of them to hear that our refund has been processed but with zero communication. The staff rely on the use of these 'mysterious managers' that customers aren't able to talk to and that staff can't do anything without their sign-off - meaning getting a simple piece of information like, 'Where's my sofa', is very difficult. It's a real shame because their products and floor staff are nice but their processes and management are shocking."

"Great customer service, we had been eyeing up the Peony chairs for awhile but were conscious of long delivery delays. Checked in store, 7 items were in the Auckland DC. Called back the next day to place order, given 4-6 week delivery time. Received call from Starlink two weeks later that our order had arrived and confirmed a delivery time. Delivery guys were great, love the chairs!"

"Amazing staff, beautiful store and just love your products. We love our new dining table, chairs and rug - all very easy with the expert recommendations from the Freedom Moorhouse staff to suit our lovely new space!"

"Poor logistics, nice furniture. Staff have been friendly and helpful, or at least least polite but unable to provide useful info. Coffee table arrived after 5 weeks from Auckland stock, compared to stated 4 weeks, not too bad except my huge couch from Target arrived in less than 3 weeks (also from Auckland). Side tables were due 16-20 weeks, so at 20 weeks (yes, 5 months later) when I'd heard nothing I phoned the store. Turns out that my whole order had been marked as collected already. So they ordered the side tables again (luckily "in stock" in Auckland) and was told 2-3 weeks to get them down. Finally 11 weeks later they were delivered to my house. The side tables went on clearance (while I was still waiting) for $239 whereas I paid $359; I was not offered a refund of the difference. I am pleased with the products though."

"Purchase a chair, in stock in Auckland and was being sent down, they said max 6 weeks which I thought was a long time but purchased anyway, absolutely no correspondence 8 weeks later, multiple emails and phone calls only to be told it was here and then it wasn’t ? Such a shame as the products are fantastic but this is my second big purchase with this store and the customer service is horrible, I still have no idea where my chair is, I’ve been on the phone to the store and the freight company both have different stories . I wish I read the reviews before stupidly purchasing again. So disappointed, would just prefer and refund at this stage. Just for reference I purchase the chair in March it’s now the end on may. I still have no idea where my chair is or when I will receive it . I understand delays but the lack of communication it’s crazy, a transfer from Auckland to chch shouldn’t take 3 months ? Sort it out ????"