2011 – Furniture Retailers Ratings

Posted by Canstar Blue July 21st 2011

You are viewing the archived 2011 ratings for furniture retailers. Go to the current furniture store ratings.

See Our Ratings Methodology.

Not all couches are created equal, according to shoppers

Almost a third of Australians have a very serious addiction…to luxury beds and sofas.

According to our most recent survey, New South Wales shoppers are the most likely to have a weakness for a decked out living room. Only a quarter of Queensland and Victorian respondents have a taste for extravagant furniture.

On the opposite end of the scale, one in six Generation Y respondents have acquired their furniture from garage sales.

For any Aussies looking to fuel their furniture fever, Freedom is the place to go. Freedom has just received our most satisfied customers award for furniture retailers. They received a five star rating for service, appearance of store and overall satisfaction.

Other furniture stores rated were IKEA, Fantastic Furniture, Harvey Norman and Super A-Mart.

Shoppers were most satisfied with the price they paid for their products at Fantastic Furniture, while IKEA customers were more satisfied with the Swedish retailer’s products range. IKEA also received five stars for their catalogue – infamous for its size, and showcasing a season’s worth of new furniture.

When it came to flatpack furniture, our survey found that nearly two in five Aussies have trouble piecing their products together. Apparently it’s even more of a chore for female respondents, as nearly half say they struggle to assemble flatpack products.

Canstar Blue commissions Colmar Brunton to survey 2,500 Australian consumers across a range of categories every few months to measure and track customer satisfaction. The outcomes reported are the results from people who have bought furniture within the survey group. To qualify, the customer must have purchased a product from a furniture retailer in the past six months.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.


Freedom customers were the most satisfied overall with their furniture retailer, and the company received five stars in this category. IKEA, Fantastic Furniture and Harvey Norman weren’t far behind with four stars and Super A-Mart received three stars.


Fantastic Furniture received five stars for pricing, and was followed by IKEA and Super A-Mart with four stars. Freedom and Harvey Norman fared well with three stars.


Freedom came out on top once again for pre, post and point of sale service with a five star rating. IKEA, Fantastic Furniture and Harvey Norman all received four stars for their service while Super A-Mart received three.

Range of products

Not everyone wants the same sofa, so IKEA’s five stars for range of products is a big win. Freedom received four stars for their range while Fantastic Furniture, Harvey Norman and Super A-Mart all received three stars.

Appearance of store

Freedom received five stars for the appearance of their store, while Harvey Norman and IKEA followed with four stars each. Fantastic Furniture and Super A-Mart both received three stars for their store appearance.

Printed and online catalogue

IKEA customers are the most satisfied with their printed and online catalogues. The retailer earned a five star rating for this category, while Freedom and Fantastic Furniture were close behind with four stars. Harvey Norman and Super A-Mart both received a three star rating for their catalogues.