Completion Issue Left Unresolved by Freedom Kitchens
We engaged Freedom Kitchens for the supply of a new kitchen in Victoria. Although the contract was described as “supply only”, the installer was organised and scheduled through Freedom Kitchens (Kitchen Group) documentation as part of the overall kitchen process.During installation, the integrated dishwasher door could not be fitted because the necessary components had not been delivered in time. As a result, the kitchen remained incomplete. The installer later sought an additional call-out fee to return and complete the installation.We contacted Freedom Kitchens on multiple occasions seeking assistance and asking that they arrange completion or take responsibility for the supply delay that caused the additional cost. Rather than resolving the issue, we were referred back to the installer. In the final correspondence, the Completions Officer stated in writing: “I will not be responding further to emails sent to this address.”With no practical assistance provided, we paid the installer under protest in order to avoid further escalation and then arranged for our own builder to complete the remaining work.The cabinetry itself is of reasonable quality. However, the post-sale support and approach to resolving a straightforward completion issue were disappointing and unnecessarily stressful. Based on our experience, I would strongly encourage future customers to clarify in writing who is responsible for installation completion and how supply delays will be handled before proceeding.
Dan R
Wardrobe doors
check measured for wardrobe before Christmas. Flat pack delivered last week. Installers come this week to install; so far so good. Installers find that no doors provided. Advise Freedom who tell me it will be 12- 14 business days ( say it in real terms up to 3 weeks) before doors will be available. Ridiculous serviceUpdate from Freedom is worse: The estimated timeframe for the above replacement items is approximately 14-21 business days. We are working diligently to ensure these items are dispatched as quickly as possible.Unable to use wardrobes in the interim. Just great
Customer
The worse experice ever
The worse experice ever! Don't Recomend. All messed up, Unreliable time frame and Miss communication between Designer, Pruduction, Factory and Installer, All a real mess :(
Ahmar Ghorbanpor
Not happy Jan
I just hope that the installation is far better than dealing with Freedom Kitchens. Communication and keeping the customer happy should be a priority. They need a reminder that the “customer is king”Not happy Jan…….
Peter Levy
No - Freedom Kitchens
First thing to know is that Freedom Furniture stores and Freedom Kitchens are not the same company, it is however a great way to deflect any customer issues.Next, Freedom Kitchens (FK), understand fine print, convoluted contracts, multiple 3rd party sub contract, and ZERO accountability. The deal may sound good but be prepared that they will get everything wrong once you have signed the initial contract and paid the deposit.To give you and idea we placed our orders in mid Sep 25 for a custom bar. We still don't have it completed and are hoping it will be in Feb (5 MONTHS). At the same time we gave 3 other room refurbishments to competitors, and ALL of them were completed with only one room and one minor snag by 3rd week of November 5.BEWARE: the minute you have made the final payment to Freedom Kitchens for the cabinetry delivery YOU will not hear form them again or get any responses back. But wait there's more...Here are a few things that went wrong, keep going wrong and are still wrong. Crazy old school two factor authentication portal making it impossible to collaborate with your partner as they can't sign in.Not a single deadline or milestone met on time, no updates or accountability, wrong design (multiple times), wrong manufacture either in colour or measurement, constant deniability (although very polite) no commitment on escalation, and good luck trying to find information about their business, management, leadership.Lastly, at the prices that they charge use local tradies. If you want the same job at 46% to 57% of Freedom prices go to IKEA Kitchens. Now they understand logistics, customer service, and ethical conduct.
Andre Botes
Designer evasive about the plans
Designer evasive about the plans. The resulting kitchen was not as discussed. Avoid at all cost.
LS
Bench tops are not very good quality
Bench tops are not very good quality. Only lasted a few years and they don’t cover under warranty even though it is within the warranty period.
Brendan Ando
Absolutely hopeless
Absolutely hopeless. I've called so many times. On hold for hours combined. The only person who called me suggested I call the 1800 number I've been calling to get help. What a pathetic organisation.
Megan Robinson
Warranty issues
I recently brought this property and there are issues with some kitchen cabinet doors and drawers not closing properly. The previous owner got that installed from Freedom Kitchens which is still under warranty and handed me in the paperwork with the guarantee certificate. When I tried to get in touch with Freedom Kitchens today, it took five attempts to get through their maintenance department. Not a good contact experience. Then on the top my request to help resolving these issues under warranty was declined saying that the warranty is not transferable and then saying there is only 1-year warranty on the accessories. I looked up on their website and it is no where mentioned these conditions. What all they claim about is there accessories being high quality, rigorously tested and provides 7-year warranty on cabinetry. But it didn't help me today at all and my experience dealing with them today for service issues was poor and unsatisfactory! I have never seen 'the warranty/guarantee' not being transferable and is not sensible at all!! You own that property that comes with that kitchen and you have paid the price for it. I want to warn all the customers who are selling the property or people who are buying the property with Freedom Kitchens installed, the warranty is not going to be useful for you!
nipesh kothari
We deep disappointment regarding the…
We deep disappointment regarding the service I receive during our recent visit to jindalee branch. The designer who assisted us was very rude experience we receive was extremely upsetting
kamalika weerasinghe
Great experience
Great experienceWent to Freedom Moore ParkGreat promotion with 30% Black Friday Sales and Spin the Wheel PromotionGood Communication and quick installVery professional
Eamon M
Rip off.
We approached Freedom kitchens for a quote, “Designer” came and was given very healthy budget for kitchen, she did her thing, measure, draw, etc. At that time we were not 100% sure we will go with Freedom, we were under impression that she is giving us a free quote, and that we can rewiev and go trough it or not, however she asked for deposit to hold price, and we paid deposit still thinking that it’s all good, before we knew, they started taking money and we realised that we are actually locked in a contract.. Any way, kitchen arrived, and to add insault to $46K kitchen and installation, they have supplied bulkheads and another panel that is also face of the kithcne in different material and colour is not matching.They forced us to pay another $2098 for matching buklhead material even though we were already charged for those! I have mail from designer that stated that our kitchen and buklkheads are SAME material.. i have proof in e-mail that states that we are to be supplied bulkheads in SAME MATERIAL FOR SEAMLESS LOOK.so now we have almost 50k kitchen that we absolutely HATE! Thanks for nothing freedom My advise for everyone who even considers is JUST DONT. PLEASE JUST DONT, go to your local joinery and cabinet makers. freedom kitchens are not worthed, They said we signed documents, and yet, We signed what they served trusting that we are getting what we paid for. and YES WE PAID FOR THOSE BULKHEAD, TWICE NOW! First time designer charged us, and second time they asked for payment again! Please just don’t do it..
Natasa Dasic
I have a great Freedom kitchen that I…
I have a great Freedom kitchen that I love! Firstly, the designer really understood the brief - and based on that understanding they applied really clever problem solving techniques for us as a family to get the max from our kitchen design! And then for installation - a meticulous and thorough installer was able to come in ahead of time - yet with an eye on perfection! All before Christmas - and the hoard of guests that arrived from overseas. Thank you very much to Freedom - replacing a kitchen is always quite an exercise, and Freedom made it as painless a it could be, and I felt I got much more than I would have elsewhere.
customer
Vivienne S
Vivienne SI was very happy with my kitchen renovation, the trades did a very good job and they were always on time.Vivienne S
Vivienne Sampson
Easy smooth process from start to…
Easy smooth process from start to finish - highly recommend. Any issues or questions easy enough to call up and you will always get help.
Jacinta Neilson
Big reno made easy!
Very helpful during the whole process, from initial design with Jay, cabinetry selection, through to delivery. Worked seamlessly with our builder, and followed up with us to make sure we were happy with the reno.
Dale M
Have NOT supplied the velocity points…
Have NOT supplied the velocity points as discussed. Designer “forgot” items discussed. While I enjoy my kitchen I am NOT impressed at all with cost VS attending to clients enquiries- which are still unanswered. Go elsewhere and get what u deserve
Dyanne Moxham
Freedom Kitchens a one stop minimum stress full kitchen renovation place
We wanted a full kitchen renovation before I retired and in the timeframe that we were after. Freedom provided the complete package. From the showroom sales person, measure and quote, online portal, trades estimate seperate to the kitchen installation (which gave us an idea of the total cost), ideas to change the positioning of appliances, delivery on time of our new kitchen, CAD department final plans, co-ordination and planning of the trades, follow up phone calls, etc. So many people all friendly and helpful making sure it was a one stop shop if you wanted it all handled by Freedom Kitchens. The installer made suggestions for slight changes if he thought they were a better option. Every tradie cleaned up after they finished. Highly recommend Freedom Kitchens if you want a minimum stress all inclusive kitchen renovation package.
Wayne Clarke
Deceptive and manipulative company
Very pushy, deeptive and manipulative company. They advertise a 'free' design service, but unless you sign a contract on the spot you have to pay 50% more for cabinetry, so they force you into a decision that you are not ready to make. You have to pay a 10% deposit at this time. I accept responsibility for having made the decision when I should have told them no. After having spent a lot of time trying to make their proposed design work in my space it just wasn't feasible as the space is so small. I then tried countless alternative layout options to make it work but could not find a solution. I started trying to contact Freedom to cancel my contract in November and it is now January when they have finally called me back. I have been very patient. I am now told that I will not receive $800 of my deposit back, and not only that but I can't use it for an appliance or benchtop, or anything ancillary - it can only be applied to $5000 worth of cabinets. This clause IS NOT in the contract. This company is deceptive and manipulative and I have reported to NSW Fair Trading.
Michelle Barton
AVOID AT ALL COST
Really poor customer service once paid they didn't reply to emails or phone calls for days. Everything that was wrong was someone else's fault. The quality of the kitchen was at best on par with bunnings. We struggled to get things looked at when we raised them and When we did we were always told that they'd send someone out to fix it but we're still waiting. NEVER DO BUSINESS WITH FREEDOM.
Phil Austin
