Freedom of Movement
Unclaimed Business
|1.5|15 Reviews (last 12 months)|This business does not respond to reviews
Freedom of Movement
Unclaimed Business
|1.5
15 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Freedom of Movement is facing significant customer experience challenges, particularly around online ordering and after-sales support. Customers consistently mention unanswered queries, missing order confirmations, and prolonged waits for refunds or stock updates. A recurring theme is dissatisfaction with the no-refund exchange-only policy and product quality concerns, including peeling leather and flawed vellies. While isolated in-store interactions receive friendly mentions, the dominant sentiment reflects frustration with communication channels, non-functional store phone lines, and unresolved personalisation orders.
Performance(last 12 months):
Trustindex Rating
2.2NPS Score
-60Unlikely
TrustIndex
2.2
NPS Score
-60
Recommended: Unlikely
Review Distribution
1.5|15 Reviews
Sep '25 - Aug '26
Recent reviews (15)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceJB
Jeleikha B
1 reviews | Active since Nov 2023
20 May 2026, 11:36
The Best in Service and Quality Leaher
I ordered online, and received my fabulous Soft Leather Handbag the next day. I wish I had found this place earlier for my Leather Purchases
Helpful (0)
|Replies (0)JB
Jeleikha B
1 reviews | Active since Nov 2023
20 May 2026, 11:36
The Best in Service and Quality Leaher
I ordered online, and received my fabulous Soft Leather Handbag the next day. I wish I had found this place earlier for my Leather Purchases
0
Replies (0)DG
Devan G
1 reviews | Active since Mar 2021
11 May 2026, 18:07
Stay away from FOM Somerset Mall
I’m a huge fan of FOM, but unfortunately last weeks in-store experience at Somerset Mall was one of the worst retail experiences I’ve had. I purchased a pair of shoes two weeks ago and went back to exchange them for a different pair that was approximately R300 cheaper. However, I was told that I would still need to pay in additional money, which made no sense to me. On the original purchase, I received a 15% discount after trading in my old pair of FOM shoes, and the store confirmed that the same discount would apply to the new pair as well. Despite this, I was still being asked to pay extra for shoes that were significantly cheaper than the original pair. In the end, I was effectively being asked to pay around R2500 for shoes priced at R2295, while the original pair cost R2495. Unfortunately I will not be supporting the brand again. This is unacceptable.
Helpful (0)
|Replies (0)DG
Devan G
1 reviews | Active since Mar 2021
11 May 2026, 18:07
Stay away from FOM Somerset Mall
I’m a huge fan of FOM, but unfortunately last weeks in-store experience at Somerset Mall was one of the worst retail experiences I’ve had. I purchased a pair of shoes two weeks ago and went back to exchange them for a different pair that was approximately R300 cheaper. However, I was told that I would still need to pay in additional money, which made no sense to me. On the original purchase, I received a 15% discount after trading in my old pair of FOM shoes, and the store confirmed that the same discount would apply to the new pair as well. Despite this, I was still being asked to pay extra for shoes that were significantly cheaper than the original pair. In the end, I was effectively being asked to pay around R2500 for shoes priced at R2295, while the original pair cost R2495. Unfortunately I will not be supporting the brand again. This is unacceptable.
0
Replies (0)jN
johannes N
1 reviews | Active since May 2026
7 May 2026, 17:17
Only giving one star because 0 stars wasn't an option
The single worst experience I've ever had with online shopping. Their website is awful, no order ID or confirmation email that you bought something. They say your order will be ready in a day, it's been a week and I have heard nothing from them despite 2 follow up emails. Ordering something from them is like throwing your money in a hole and hoping something grows out of it. Awful!!
Helpful (0)
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johannes N
1 reviews | Active since May 2026
7 May 2026, 17:17
Only giving one star because 0 stars wasn't an option
The single worst experience I've ever had with online shopping. Their website is awful, no order ID or confirmation email that you bought something. They say your order will be ready in a day, it's been a week and I have heard nothing from them despite 2 follow up emails. Ordering something from them is like throwing your money in a hole and hoping something grows out of it. Awful!!
0
Replies (0)DS
DW S
1 reviews | Active since Jun 2016
25 Apr 2026, 10:21
Terrible Customer Service
Terrible customer service. They take too long to respond, requiring multiple follow-up emails. By the time they reply, my query was no longer solvable as it was time-sensitive. The message I received was also very generic; I could have obtained that information from the website or an AI robot. I logged a query to have someone competent brainstorm and see if they can come up with a solution.
Helpful (0)
|Replies (0)DS
DW S
1 reviews | Active since Jun 2016
25 Apr 2026, 10:21
Terrible Customer Service
Terrible customer service. They take too long to respond, requiring multiple follow-up emails. By the time they reply, my query was no longer solvable as it was time-sensitive. The message I received was also very generic; I could have obtained that information from the website or an AI robot. I logged a query to have someone competent brainstorm and see if they can come up with a solution.
0
Replies (0)RD
Romeo D
1 reviews | Active since Oct 2018
27 Mar 2026, 16:46
Horrible customer service
I bought a product online, days passed with no communication, when I queries I was told that the product was out of stock. Went to the store and bought a different product and asked them to personalize it. It’s been 27 days and still no refund or the “personalised item”. All they do is apologies for the inconvenience
Helpful (0)
|Replies (0)RD
Romeo D
1 reviews | Active since Oct 2018
27 Mar 2026, 16:46
Horrible customer service
I bought a product online, days passed with no communication, when I queries I was told that the product was out of stock. Went to the store and bought a different product and asked them to personalize it. It’s been 27 days and still no refund or the “personalised item”. All they do is apologies for the inconvenience
0
Replies (0)RK
rS
reoagile S
1 reviews | Active since Jan 2016
7 Mar 2026, 17:32
NO MONEY BACK POLICY-ONLY EXCHANGE OR GET A VOUCHER
When you buy and want to return .....you don't get your money back. Only exchange or voucher. I received a gift from my bf from freedom of movement. I did not like the style and quality. Upon returning we were informed there's a no money back policy. You either exchange or accept a gift card that lasts 3 years. Left a bitter taste in my mouth. I had to choose anything just for the sake of it. Reminded me of Pakistani shops in JHB CBD. They should at least make it clear before you spend. NO MONEY BACK ONLY EXCHANGE. That way we won't make a mistake buying from FOM.
Helpful (0)
|Replies (0)rS
reoagile S
1 reviews | Active since Jan 2016
7 Mar 2026, 17:32
NO MONEY BACK POLICY-ONLY EXCHANGE OR GET A VOUCHER
When you buy and want to return .....you don't get your money back. Only exchange or voucher. I received a gift from my bf from freedom of movement. I did not like the style and quality. Upon returning we were informed there's a no money back policy. You either exchange or accept a gift card that lasts 3 years. Left a bitter taste in my mouth. I had to choose anything just for the sake of it. Reminded me of Pakistani shops in JHB CBD. They should at least make it clear before you spend. NO MONEY BACK ONLY EXCHANGE. That way we won't make a mistake buying from FOM.
0
Replies (0)pS
prabashni S
1 reviews | Active since Jun 2022
26 Feb 2026, 10:05
Pathetic service
I have had very disappointing service from Freedom of movement regarding a damaged wallet. The service was practically non-existent. Very bad service. No one responds at all.
Helpful (0)
|Replies (0)pS
prabashni S
1 reviews | Active since Jun 2022
26 Feb 2026, 10:05
Pathetic service
I have had very disappointing service from Freedom of movement regarding a damaged wallet. The service was practically non-existent. Very bad service. No one responds at all.
0
Replies (0)