Freedom - Newmarket — Hotel in Waitematā

We had a terrible experience with Freedom Furniture Newmarket in 2022-2023 trying to buy a bed. There were three major mistakes on their end from that caused the bed to take over nine months for the order to be finalised.

July 2022 - we order a cali king bed from FF. We are told a two months delivery time. That was longer than we expected but it was made in Australia and there were still some covid delays.

September 2022 - we ask for a status update (no update from them). We were told an entire shipping container was mouldy/water damaged so to wait another two months as they have to reorder the bed.

November 2022 - we ask for yet another status update (once again they do not send us any updates). They told us they forgot to reorder the bed so now we have to wait at least two more months.

March 2023 - FOUR months later and after many phone calls, emails, and even visiting the branch we finally get the mattress and base delivered to us. It is the wrong size. The base is correct but the mattress is a king, not cali king. This has now been EIGHT MONTHS since we placed the bed order.

We try call the Newmarket branch, send emails to get the correct mattress sent through to us and we never heard anything back. The phone always went to answer machine and no messages were ever replied to. I ended up finding the email of Zoe the CEO of Freedom NZ and emailed her explaining the terrible situation. She was horrified with our experience and she managed to put us in contact with someone who was able to chase up the Newmarket branch.

April 2023 - the replacement mattress was finally ordered, but we were told it would now not be available until the end of May. Later in April we were then told due to more 'delays' the mattress wouldn't be available for another three months until July 2023, an entire year after we placed the order.

We had had enough, we cancelled the mattress order and demanded a full refund, whilst we kept the base that was delivered months earlier. Thankfully FF agreed to this (the refund still took an entire month to finally process). So in the end after a nine month delay we had a bed base from Freedom Furniture. We then went to Bedpost who made and delivered a lovely california king mattress within two weeks.

I'm writing this review a bit late as it as been about 8 months since this all took place, but I have never seen such systematic issues with a company when making and delivering furniture is what they do. I doubt they have resolved all of their issues and looking at other reviews seems to confirm this. Avoid Freedom Furniture at all costs if you are ordering custom furniture.

Shoutout to Andrew from FF Sylvia park who arranged the refund, Zoe who chased up the Newmarket staff, and Steven from head office who agreed with the refund and helped push the...

“We are ONLY delivery guys.” That’s the answer we got for all our questions. Arranged delivery between 9am to 12pm and called us 8:15am and said they will arrive in 15 minutes (a month late from the original date due to ‘problem with the AU customs’). Problem is we bought a bed and we planned to put away the old one first thing in the morning, this left us about 10 mins to do so. We rushed to get everything out of the way, they delivered and piled the parts in our bedroom, when we asked, ‘Would you take the packaging away?’ (Which is the case with all our home delivery) “No, we are just the delivery guys. We deliver couches, beds…” And then the headboard fell over… We ended up unpacking everything and dealt with the big industrial packaging ourselves.

Read through some of the reviews and considered ourselves to be lucky. At least our purchases from Freedom were delivered – only a MONTH late. I now understand that there are so much ‘glitches’ in this freight company’s system and Freedom’s system, no matter how well the in-store staff performed, as long as they are using this delivery company, we are through with Freedom furniture and will not purchase anything from them again.

I genuinely felt threatened by the ‘delivery guys’ and I did not pay thousands of dollars to get this kind of service and attitude.

Respond to Freedom's response: despite rubbish disposal, still very bad service, literally making me feel threatened. I don't know if it's delivery service or...

Extremely Frustrated with Misleading Sale

Normally, I wouldn’t leave a review like this—especially as someone who shops frequently at these stores—but I’m extremely frustrated.

As soon as I saw that Freedom had the Corte Ceiling Pendant on sale, I jumped at the opportunity and drove to Sylvia Park to purchase two. To my disappointment, they had none in stock—only the floor display model. I asked if I could purchase that one, I was then told it was listed as end-of-line, and was told no and advised to try other stores.

I called around to multiple locations and was met with the same response: out of stock, and they wouldn’t sell the display models.

Three weeks later, I noticed the same light still being advertised on sale, so I tried my luck again and called the Newmarket store—only to be told, once again, that it’s end-of-line and not available.

If the item is no longer available to purchase, why is it still being advertised as on sale? It’s incredibly frustrating and feels misleading. Freedom needs to do better with their stock management and communication around discontinued products.

(Update) Now, after almost two months of chasing this item, I finally see it’s available online to purchase. I’ve placed my order, but it really shouldn’t have taken this...