extremly poor after care from Freemans
dismissive and rude customer "care" team who are unaware of my rights as a consumer
following instruction to put my complaint in writing wich i did and sent(as recomended) by recorded delivery i have just discovered that they will not accept delivery of letters sent by recorded delivery.
i am very unhappy as this is a waste of my time and money.it will take another 2 weeks to wait,meantime the washing cotinues to pile up
regards to a washing machine wich only lasted 16 months,unacceptable by my thinking

The majority of the products have been good quality.

I wish I had read the reviews here before buying from Freemans. I've just experienced the worst standard of so called customer service from them I have ever experienced. I will stick to the much much better online site's I usually happy buy from and advise everyone to steer clear of Freemans.

Avoid Freemans like the plague!! I've had an account with Freemans for 5+ years and never had any problems but over the past week or so it has been a complete nightmare. It all started when some post they sent to me was returned to them as 'addressee has gone away'. I have no idea how this happened apart from our postman being useless. I didn't actually find this out until I had problems logging on to my online account to pay my monthly statement off. The website informed that I couldn't log in due to my 'account status'. I didn't have a clue what this could mean so rang them and very politely asked if there was a problem. I was informed that there were no problems but someone would ring me back to take payment. This never happened surprisingly so I rang them back the following day which is when I was informed about the 'addressee gone away' thing. I asked if they could change this on the system and they said that someone else was dealing with the case but would ring me the following day to resolve the problem. Again, never received the phone call. This morning I received a text message (!) from a debt collection agency asking me to get in touch with them urgently. As I was at work I was going to wait until I got home before ringing but when I got home there was a demand that I make full payment immediately or 'further action will be taken'. I'm not going to lie - I was combaffled by this. So rang Freemans and was told that they could no longer deal with me as it had been passed over to this agency. By now I was fuming so rang the agency, paid the amount and then rang Freemans back to inform them and to ensure that this wouldn't effect my credit rating. They didn't have a clue what I was talking about and were saying it wouldn't effect my credit limit with them! Now I'm trying to find the right number/email address to put in a formal complaint as apparently their head office don't deal with complaints. Oh and after paying the agency, I re looked at my statement and found that £20 had been added on top of what I owed!!! Not happy and cannot believe that they are accepting no responsibility for it. Sorry for the rant :)

I have shopped with many Home Catalogues but experienced 100% dissatisfaction with Freemans:

* REALLY bad customer service, the lady on the other end was practically shouting!!! After trying to confuse me for more than 5 minutes she understood 1 point, then passed the call to someone else. The next lady was also unable to help and forwarded my call to a different department.

* I have not received any discount on my order yet, although i had a photocopy of the order form and had clearly written the code.

* I was sent the wrong goods and charged a wrong price for the ones that were correct.

*I was sent an original statement which required me to pay for all the goods (including returned items). The updated statement was sent after more than 31 days with a charge for a default reminder fee of £12. A reminder which I never received.

Recently ordered 2 items which were in stock, did not receive them and when i rang up to query, i was told that they were stuck in the system. so they would sent them by next day delivery foc. the next day they still didn't arrive, called again and was told that they weren't sent by next day delivery.
i queried this further and was told that appartently the courier had attempted to deliver several times but could not gain access to my flat. when i said that we have a concierge service for deliveries apparently the courier said they wouldn't accept the parcel which is rubbish as this is the one of the services that the concierge offer to their residents.

when i asked the cust rep what they were going to do i found her rude and didn't attempt to resolve the situation. I had paid for the goods up front and she couldn't be bothered to resolve the situation. i requested a refund and she hung up on me!!

i am now waiting for a refund but will never order from them again!!! appalling service.

The Freemans Catalogue online is poor. On 23rd November 2007, I ordered a Toshiba laptop and warranty online (all but one of my orders were placed online) for my husband as a Christmas present which, according to Freemans website (www.freemans.com), would be delivered in 10 days. I received written confirmation of this. Two weeks later I called to chase up my order and was promised a call back.
I called again on Monday 17th December and spoke to a, I felt rude operator who claimed Freemans could not be held responsible for delays and constantly interrupted me. They claimed they could only fax Toshiba as Freemans do not have manufacturers phone numbers. I asked to speak with a Supervisor but my requesst was refused on the basis that Supervisors do not speak with customers so, angry and frustrated, I hung up.
I called again on the 18th, but again Freemans still had no information regarding expected delivery.
On 20th December, I sent a letter of complaint recorded delivery. I received no response.
I called again and again, still with no news. I was told that I would receive 20% discount for my inconvenience and the purchase put on Buy Now, Pay January 2009.
I finally received the laptop on 23rd January 2008 over six weeks later than promised. I called Freemans as requested, so they could apply the above. I was then told I would only receive 10%, not 20% discount.
The next order I placed late January, the courier lent on my front door handle and accidentally opened the door. She then decided to let herself in to deliver my items! I immediately complained to Freemans who put me on hold and spoke to the courier who said my front door was wide open! She changed her story when I spoke to her directly and could not stop apologising. All this happened within an hour of leaving hospital after major surgery. Apparently a letter of apology will be sent next week. Considering their previous lack of response and customer service, I strongly doubt it.

Where can I start, Freemans are a joke, firstly I was a new customer and did not receive my introductury 20% discount. I live in a block of flats and as I was not in when they delivered the items the courier decided to leave £400 worh of items in the bin cupboard and stick a note through the door into a shared letterbox, when I went to collect they were not there. I contacted them and they resent the goods, but they arrived too late, I arranged collection through there website, the courier never showed three collections later they finally collected them. A month on I have received my refund in dribs and drabs. I am still outstanding a full refund as they can't trace the items, even though they were all returned at the same time. I have made several phone calls and sent around 8 emails. there customer service is appalling. It looks like I have no choice now but to go to the small claims court to get a refund. A disaster avoid freemans if you have any sense.

www.freemans.com have up to date fashion and good selection and sizes. Just watch your payments. I was overcharged for late payments when I'm sure I had made the payments early.

I have been a customer of Freemans catalogue for years, and I have spent hundreds of pounds with them. I mostly found them to be OK. Recently, I have ordered three separate orders, two of which never turned up, and one appeared two days later after I complained to Freemans. Freemans did refund the amount to my account, but now I do not trust the courier service they use. What happens if I order something expensive and they say I am at fault next time? I have closed my account and will continue to use the super efficient service from Additions Direct.

I bought a TV package which cost just under a grand through Freemans, unfortunately the DVD player was found to be faulty after they'd sent out one of their repair guys and they would not replace just the dvd player..... the whole package had to be boxed back up and returned through their courier (which seems a bit daft). I decided not to get another one through Freemans but purchased another package elsewhere. Anyway, when I got my next statement I saw that had still charged me for the package (£999), when I rang them up they confirmed that it was an error and they had in fact received the returned package and would credit my account so that I would owe them nothing. At that point I disposed of my Returns Note thinking the whole matter was sorted. What a big mistake that was. They then decided that the package actually hadn't been received at their end and without my Returns Note as proof of collection, they would not credit my account and the amount still had to be paid by me. One girl in particular that I spoke to at Freemans said that it was my fault for disposing of the Returns Note and that I should be more co-operative!!! Everyone I spoke to was incredibly rude and didn't appear to really know what they were talking about nor did they care. They were obviously not trained to do a Customer Service job, as all other catalogue companies that I have dealt with in the past have had excellent customer service. I then asked for a manager to call me on several occasions so I could try to sort this at a higher level but no-one called or responded to my emails of complaint. This whole problem arose because ONE of their staff told me the package had been received and that I could dispose of the Returns Note - I told everyone I spoke to this piece of info but was told in not so many words that I was making it up!! Absolutely unbelievable!! In the end my husband and I had to do some detective work to found out which courier service the catalogue uses. We finally found the courier and eventually spoke to someone at the courier company who was extremely helpful in sorting this out. They managed to find all the returns details for the package and guess what...Freemans had received the package severla months earlier. We asked the courier to fax over proof that it had been returned and upon receipt of this Freemans finally credited my account!! I closed the account with them immediately and have never had anything more to do with them. Although my problem is probably going to be quite rare in occurence the fact is that this company has no customer service and it's a poor effort when not even the managers contact you to try to resolve a complaint!! USE FREEMANS AT YOUR PERIL!!!!!