Freedom Moorhouse

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 ????

Ordered a new lounge suite back in December 2022 it is now June 2023 and I am still waiting.. Got told it will be here Early 2023. After getting a phone call in March (The only follow up I got) to say if you pay the out standing balance now you will have it next week.. 3 months later still nothing!

Products are nice, service and store policies are horrific. 6-8 weeks to get an item from Akl. They don’t stock anything, so no choice but to order from akl, then after you purchase they will call and tell you it will actually be three months. Basically a drop shipping service. We now have a voucher that I can’t spend because they never have anything available!

I strongly advise, if you have a complaint or fault DO NOT ring the Auckland number that you are advised to do. All their replies are generic and they don't give a dam. Go directly to the store where you purchased. I am flabbergasted at such poor communication from a well known store. My phones messages were never answered. I had to keep approaching them which was so annoying considering the fault was at Freedom's end . The last 6 or 8 months have been hell trying to get decent customer service. Finally a new manager in the ChCh branch was at least understanding and apologetic and admitted they have had problems. I purchased my original one in Jan 22 and it has been a nightmare since then trying to get someone that understood my frustrations. I did understand that i had to wait for the product to come from Vietnam and i am a patient person but towards the end my patience wore very thin. As for my Maddox Sofabed, I love it and after the initial one I got had a faulty mattress, I have finally been delivered a new sofa bed. Just a shame I had to wait an eternity to get it. If I hadn't loved the sofabed so much I would have asked for a full refund.

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."

Had to cancel the order due to very bad communication from Freedom. Staff needs better training.Probably waste of my time typing up the whole story. The other 1 star rating reviews for this store sums up my experience with Freedom.

Quality products, extremely poor service. No information on delivery time frames. 6 weeks turned into 6 months. Still waiting on product to be delivered. Not good enough.

Appalling customer service. Either no response to my unfulfilled orders, or takes weeks for an email back just for my enquiry not to be answered. Still have not resolved after 3 months of numerous emails to them.

Ordered a gold mirror online with 3 in stock. Received confirmation email but no further correspondence so I phoned to see if I could pick up. Was told they were still looking for it. Later told they had probably entered stock as gold when it should have been black. Advised they could not get from any other store or stock any other gold mirrors. Refund email came through but money still not received several days later.

A highly replete furnishings store with everything and anything one could want to adorn their castle. A fantastic place to buy artificial plants and wonderful whicker and cane baskets. The sales girls are incredibly helpful and are more than prepared to listen to any reasonable haggle requests.