Freedom Kitchens

The company works around standardised cabinet sizes. Nothing wrong with that per se. However, in our case the salesperson designed the wardrobes and signed us up. Turns out that given the standardised cabinet sizes they couldn’t produce what was designed or anything comparable. There is a condition of the contract which provides that if they can’t produce the cabinets as per the contract the parties must agree on a new design. If no agreement the customer may terminate but at a cost of $800. So, in our case they contracted to provide a product that they couldn’t deliver and then charges us $800 to get out of the contract!!

Do not engage with these people - communication and manner is appalling- no customer service quality caused incredible anxiety and no one takes accountability- honestly worst decision to make to use them

I nearly made the mistake of using Emstrom Pty Ltd / Freedom Kitchens for my kitchen renovations. After poor communication from Freedom staff in getting a date for my final inspection and measurements. I then googled Freedom Kitchens and read the many bad reviews. I had already put a deposit down and I was willing to lose half of it if not all just to get out before the job started. I did not want to go through what so many people have had to endure with Freedom Kitchens, many people waiting months to get the job completed after the job was started in their home. It is disgusting what Freedom kitchens are doing to people. Stay away from them.

What was what we thought going to be a great experience quickly went downhill after the money was paid. Parts missing to the kitchen. Wrong components. Measurements missing on plans then the say you’ve signed off so it my fault. Designer didn’t listen and didn’t mark up plans correctly. Tried several times to sort it out with customer service only to cop a barrage of abuse from them where in the end I had to hang up. Finally got onto upper management and even they were not willing to help with all issues and wiping their hands of their mistakes. It’s been over a month now since the part kitchen went in and still bits missing and Freedom Kitchens still have done nothing Warning to all. Buy your kitchen elsewhere

I went ahead with a consult despite all the bad reviews and wishing I hadn't wasted my time now. I chose a video consult which I was told would be 2 Ti 3 hrs, I'd see 3d imaging and get an on the spot quote. I ended up with a 15 minute conversation and am yet to get any images or a quote and that was a week ago. Plus I was told sign by the end of the week as the prices are going up next week...well it's next week and I don't have anything to sign. I even sent a follow up email and received no response to date. Totally lost confidence in them and will not be using them ever.

Extremely disappointed. Overpriced cabinetry and appliances that have a poor finishing - these literally look cheap. Bunnings have better stuff, so you can have an idea. Designer cannot even design a cabinet that fits wine and champagne glasses. Most of the measurements are incorrect, including cabinetry and benchtop - this was even pointed out by the installer. They lied about delivery and installation times just to win the contract (we were quoting with other companies). There was a massive delay in completing my project, no communication whatsoever. They didn't even apologised nor tried to rectify any issues. I strongly do NOT recommend Freedom Kitchens.

Right from the start turned out to be a disaster. You see their products on "The Block" in the showrooms and in catalogues and it all looks perfect. We wanted charcoal cabinets along one wall, asked the Sales rep if you would be able to see the white carcass through the charcoal and assured that you would not. Also told her that the kitchen needed to fit the footprint of the existing Kitchen and again assured that it would. Come the date for installation, and the installer pulls out with personal reasons the week before. Kitchen still arrives and has to be stored in our garage whilst they chase up another installer, 3 weeks later and finally have someone available. Installer did not even visit the site to inspect the job. Arrived on the day, stayed for 1 hour and then left his worker to install over the 2 days. Didn't bother to even check the finished job, or check for damaged panels, as I was told that this is what they would do then report to Freedom Kitchen for the replacements. I have txted and called the installer and no reply. I contacted Freedom Kitchens to report the issues - this took over 2 weeks before they replied. The Kitchen did not match the footprint of the existing kitchen so now have to source replacement tiles (current ones not available anymore) or redo the whole flooring. They sent 2 x white cabinet doors to fit in along the charcoal cabinets (what an eyesore). One panel was damaged during manufacture. Installer offset the cabinets along the wall so that they are not flush along the front. Blatantly see white trim lines around the builtin oven and microwave. It has now been a month since install and we still not using the kitchen fully. Installer will not answer any calls. Freedom Support are non-existent and don't return calls or reply to emails. I don't know how the so called TV shows can endorse a company such as this. There was a couple hundred $s outstanding prior to install, and they rang and threatened that the kitchen would not have any warranty if it was not paid before install. What good is the warranty now anyway. Absolute nightmare dealing with this company.

The job is now finished and looks great with stone work and nice cabinets fronts and handles. However, there are so gaps that the old kitchen sealed and concealed, but the new Freedom Kitchen is going to leave gaps under cabinets where the dish washer is and under a cabinet gap which I did not expect. It is a design issue with pedestal style support under cabinets.

I have been referred by friends who have recently done their kitchen with you and they were mostly raving about their proactive and opinionated (in a good way!) designer as well as the site check measure company. I don't share the same experience. I had my consultation at home on the 29th May. While my designer was very friendly, he didn't have any input and retrospectively had incorrectly included the wrong materials and didn't even cover off the inside of the cabinetry. It took 2 business days to get access to the portal to give details about my appliances which I did right away while in parallel I was still waiting for my designer to update a few things which took him 3 days to do. A nice lady called Katrina called me to book in the site check but we couldn't proceed because the final design was missing from the designer. I accepted the paperwork on the 4th June and have since not had my site check. I have asked again on the 9th of June, no response, then on the 11th and then was told on the 15th someone will be in touch with me within 2 business days. That's today and I again finding myself having to follow up. I am worried this is a representation of how the whole renovation process is going to be. I am getting frustrated, it's been almost 3 weeks since my design appointment and you so happily took my deposit. I find it disappointing that I have to follow up all the way. I could have gone with someone else but chose freedom because I thought you would be managing this process. Update: I wrote the above about 2 weeks ago. Have had the site check now and it turns out my designer got more than 50% of my kitchen incorrect including - cabinet height (the major reason for the reno is to maximise space to ceiling instead he included small cabinets and was going to gibrock 30cm to the ceiling!) - Cabinet material/colour - Extra sheliving - extra doors - wrong bin included - no handles included for the dishwasher which needs a special kind The site check guy was great, but it has not been a week since he's come out and I still don't have the paperwork and therefore the cabinets aren't ordered and date for reno is not set. It's been 4 weeks since the design where i was told this whole process would be done the week after. SUPER disappointing.

Freedom Kitchens have resolved all concerns that we had with our kitchen and the service that was provided throughout the process.

Our experience has been horrendous. Firstly they were delayed in installation. Secondly they told us we couldn’t have a gas cooktop and at the very last minute they told us we had to have our stone splash back removed because it violated code - aparantley this was our fault - even though they designed the kitchen. After a week of install our stone cracked because freedom kitchens didn’t design enough support and we’ve been chasing support of this for the last 18 months. I can handle all of the above but the way their staff speak to you when you raise an issue is disgraceful. We escalated our issue to Catherine the “customer service manager” after multiple promises of people calling us back which never happened. I’ve never experienced such lack of customer service in my life.

Delayed our build, messed up our order 4 times, "forgot to quote" certain parts of the job so they could ask for more money and [name redacted] the supervisor was the ring leader for all of it and refused to take responsibility. We were given specific products to buy, and then told they weren't correct and we couldn't get a refund. AVOID AVOID AVOID!!!!