Freedom - Joondalup
Store staff earn consistent praise for going above and beyond: Carl, Raj, Shaun, and Anish are named for patience with fabric choices, knowledgeable recommendations, and loading help. Customers also commend delivery teams for friendliness and setup care. However, the ordering system breaks down once payment clears. Custom orders routinely miss promised dates, emails go unanswered for weeks, and the helpdesk deflects responsibility. When items arrive damaged (stains, split feet, missing parts), the warranty team loops customers through contractors and escalations with no resolution, leaving people hundreds of dollars out of pocket and sofas unusable. One customer waited 17 weeks and never received their couch. In-store experience is warm; order to doorstep is a test of patience. The gap between what happens on the showroom floor and what happens in the back office is stark and has worn down repeat complainants enough that several now recommend going elsewhere.
