Freedom Furniture Customer Service during COVID-19

[Deactivated] on 17/04/2020 - 21:31
Last edited 17/04/2020 - 22:13

Just a warning / rant to anyone in the community thinking about ordering through Freedom during COVID-19.

I ordered some furniture before the shutdown and store closures. I had no contact to confirm delivery in the promised timeframe. Wanting to follow up with them, I looked for a phone number, but the only ones I could find all said contact centres were shut due to COVID-19.

So I responded to the store email which sent the order confirmation and got nothing. I also submitted a query through the online form. Auto reply promised a response in ten business days.

Towards the end of that I get this text from Freedom to confirm delivery.

“Hello. Your Freedom delivery on Tuesday 21/04/20 to xxx will be approx xxxx. The Driver will call you about 1/2hr before they arrive. For enquiries- call Unitrans on 02-8822-8814. Ref xxxx We are now conducting CONTACTLESS deliveries, due to COVID-19. Our drivers will place your goods just inside your premises at the first point of egress. Thankyou in advance for your understanding.”

So in other words they’re going to dump a bunch of heavy sh!t just inside my front door.

I understand the conditions that necessitate things like contact centre closures and contactless deliveries, but keeping the website open for business as usual with virtually zero customer support, and no warning about the contactless deliveries is poor form. Cannot see myself ordering from them again.

Edit: As pointed out below there is a warning about contactless deliveries on their website (it wasn’t in place at the time I ordered before COVID exploded). However they remain very difficult to contact and unresponsive.

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closed Comments

  • whooah1979 on 17/04/2020 - 21:38

    Did you pay to have delivery driver unpack the items for you?

    • [Deactivated] on 17/04/2020 - 21:52

      Delivery appears to come in only two flavours - weekday and weekend. They didn’t mention anything about unpacking.

      https://www.freedom.com.au/shop-online/delivery-information

      I assumed they would put it in the room I wanted, similar to every other furniture delivery I’ve had before :-(

  • Donaldhump on 17/04/2020 - 21:40

    Where were you expecting them to put it? I thought all deliveries would just dump in your door, or is the expectation they carry to the exact room and / or upstairs.

    • [Deactivated] on 17/04/2020 - 21:55

      The latter one - just based on my previous experience with deliveries. Difficult to get mates to help under these social distancing conditions.

  • Snake 4 on 17/04/2020 - 21:44
    +5

    Jesus quit belly aching and just be happy you are getting your 'heavy shit' delivered in these times.

    • [Deactivated] on 17/04/2020 - 22:39

      I’d be happier cancelling the order and delivery altogether in these times but I can’t get a hold of them to do any of that

  • [Deactivated] on 17/04/2020 - 21:45

    duh. Did you give them a key to enter your home?

  • p1 ama on 17/04/2020 - 21:53
    +2

    I understand the conditions that necessitate things like contact centre closures and contactless deliveries, but keeping the website open for business as usual with virtually zero customer support, and no warning about the contactless deliveries is poor form.

    This is just completely and utterly untrue. This is literally on their website (https://www.freedom.com.au/freedom/coronavirus-covid19-faqs):

    Additionally, Unitrans have implemented ‘contactless delivery’ across their teams, this includes the following changes to our delivery protocols:

    All goods are delivered to the ‘first point of egress’ and no longer to a room of choice. This means that the product will be delivered to the first space within a customer’s home or apartment that they can close off to the public. eg. Entry Hall, Garage, Patio etc.
    Our delivery teams will not unpack product and/or assemble products.

    Don't understand your ranting and raving to be honest. If you buy things during a pandemic where it is literally illegal for people to be in close vicinity to each other in public, then this is what you have to deal with. I don't see why you're putting this on Freedom Furniture (I've never personally bought from them, have no idea what their service is like), you would imagine that they don't like this any more than you do.

    • [Deactivated] on 17/04/2020 - 21:59
      -3

      Fair comment I didn’t see that with my brief google search.

      The situation is a bit frustrating for me as that contactless condition came after I had placed the order before COVID-19 hit, and I wouldn’t have placed it if those were the T&Cs at the time of the order. And contacting someone to alter or cancel proved to be virtually impossible.

      • Snake 4 on 17/04/2020 - 22:09
        +1

        Still belly aching.

        Haven't you noticed that these are not normal times.

        Come on. No one knew there would be a shut down.

        Do you think Freedom and the carrier organised the shut down to p*** you off?

        If you are on speaking terms with your neighbours ask them.

        • [Deactivated] on 17/04/2020 - 22:43

          Neighbours are elderly but I’ll sort something out.

          There are bigger things happening in the world than my furniture delivery, but having no phone number and not replying to email after a couple weeks makes it hard to sort things out with them.

  • dcuksuop on 17/04/2020 - 22:22
    +1

    Did you call Unitrans and ask if the driver can move it to your room? Or just wait for the delivery and ask the driver if he can move it to the room.

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