Reviews with attachments
NANCY is absolutely amazing! Thank you for your expertise and help. Show reply
High quality, great price, excellent service, fast delivery, wonderful customer care.” Show details · 1
Lounge hunting – We were in Freedom to look at lounges. We were treated to an exceptional customer experience from Marika and Rob. Marika was a genuine pleasure to deal with and find options to purchase what we were looking for. Show details · 1
service – helpful and friendly service. all staff have been approachable and willing to assist. Show details · 1
After months of back-and-forth with them since July (they even sold me the wrong colour — see my previous review), the replacement black bed frame finally arrived covered in mould. The seller made me wait three months, claiming it had to be manufactured, only to send me this mould-infested bed frame. Another complete lack of respect. Please see… Read more
the attached photos showing how disgusting this product is. They had the nerve to charge $2,000 for something that isn’t even worth $100. Now my rhinitis is flaring up, and I need someone to pick this up URGENTLY!!! TODAY!!! (This was my review 3 months ago and nothing has been done). Update:
Since then, the refund has still not been deposited. They keep making every possible excuse.
I sent a screenshot of my bank account details on 19/01.
I sent it again on 02/02 together with a copy of my ID so they could verify the account name.
I have not heard from them since.
On 23/02, I sent another email asking for an update and received no response.
THEY SIMPLY DO NOT CARE. Zero responsibility!
At this point, they are forcing me into a legal process.
Under Australian Consumer Law, I am entitled to receive goods of acceptable quality, safe for use, and to receive refunds within a reasonable timeframe. Supplying a mould-contaminated product and failing to process an agreed refund may constitute a major failure and a breach of consumer guarantees.
I will not wait even one more week. If the money is not in my account immediately, I will proceed with formal action to recover my funds and any associated costs.
- +1
This review comes after seven and a half years of owning two freedom couches. Seven and a half years on, I am still having to de-pill my couches every three months at a minimum. The upkeep and maintenance on these couches is absolutely atrocious! Purchased from Auburn in 2017, I was told there would be initial piling and it would stop. As you… Read more
can see from my photos, it is still ongoing. It is so bad. Everywhere - cushions, back cushions, arm rests, you name it. It is so high maintenance and frustrating and they look continuously dirty because of it.
I recently attended the Casula store to look at cushions and the staff member brushed off my concerns when I raised my issue with my couches - yes initial pilling I was told but it shouldn’t keep happening and basics she didn’t believe me because “it shouldn’t keep only pill in the initial months of use”. Obviously I am out of warranty but after seven years, it’s not good enough.
Additionally, a couple of years back I needed a new cushion insert as the cushions are sagging and unshapely and have downright failed, I logged a customer service request, advising I was happy to pay as out of warranty and after weeks (if not months), or back and forwards waiting for a response I was told no as the couch is no longer made.
Please, do not buy fabric couches from freedom, the material and cushions do not last the distance. Any online forum or Facebook group has the same reviews and discussion and freedom will never do anything to rectify it and after seven years I am having to look at spending thousands on couches again that should last longer.
Good Afternoon Renee, Thank you for taking the time to… Read more
Latest follow-ups
Michelle Ashton was amazing and very helpful. I spent hours there and she was very happy to assist every minute of it. I attended the second day and both Michelle and another staff were very helpful again. Thank you. Show details · 1
Follow-up · Staff was assisting me with choosing cushions and a coffee table and tried matching with the sofa I already have at home. I bought cushions a rug, Second visit was to exchange a few cushions and match with different colours.
Positive reviews
Jessica made everything very clear and not just a pleasing customer service to make the customer happy. I have a new knowledge how to take care leather material too as a benefit buying the furniture. Show details · 1
A very big shout out to Nancy who was extremely helpful when I was at the Auburn store on the weekend. I wanted to purchase curtains for a difficult area in my house. Nancy took the time to run me through the various options ensuring I understood what was required. Thank you Nancy and thank you Lorraine for assisting. Show details · 1
Lorraine was very helpful. She listened to understand what we were looking for & then made some great suggestions on the type of couch for us to buy & made us clear about the terms and conditions and delivery time Show details · 1
Negative reviews
You'll never receive your order – I ordered my furniture in November with an ETA of January. I haven't received any communication on when my order will be arriving, I have had to constantly call and online chat to find this information myself. I paid full price, up front and the item has gone on sale multiple times while iv been waiting. Such a scam to take someone's money when they don't even know when the product will be available. Show details
Hi Emily Thank you for reaching out and your feedback… Read more
Freedom online store is giving free delivery for orders over $49 & freedom Auburn is asking for double delivery charges! – Today I called Auburn Freedom store to enquire about my order that their warehouse is closed how can I pickup my order? She said we can’t do much about this then I said why can’t you offer delivery for those products which customers can’t pickup because your warehouse is closed and all other stores warehouses are open for pickup but not yours then… Read more
offer delivery for those products to which she replied that we will charge $120 for delivery. I was surprised by her reply and got more surprised when i saw online that delivery of that product is $49 and at the moment delivery is free and if i add one more item still delivery is $63 but free for orders over $50. I called to Castle hill store and asked about delivery she said that if online is free delivery then I can do as well but unfortunately you bought it from Auburn store then only Auburn store can do that not me, if you bought it from here then I could do delivery free then I regret why I bought it from Auburn Freedom Store, I wish I bought it from Castle hill store. Please don’t go to Auburn store, it’s manager is very rude and not supportive at all. Here I am attaching picture as well that online delivery charges are less as compare to what she asked me to pay and cherry on the top,delivery is free at the moment.
Hi Sheema, I have passed this information onto the area… Read more
Find out how Freedom NSW, Auburn compares to other Furniture Shops
Know better, choose better.
Nice store but mislead by staff on delivery timelines – Purchased a headboard and bed from Freedom. We asked how long it would take for delivery and were told it would be 6 weeks for the bed and around 12 weeks for the headboard, so we went ahead with purchase and paid the delivery fee. Found out last week that the delivery fee only included a single delivery, so unless we want to pay an additional $70… Read more
delivery fee, we will have to wait for the headboard to be ready for delivery also. Not at all happy.. After going into remediation with Freedom (via Product Review), I was contacted by a representative who looked into this for me and I was told that it would all be available by "the end of month" (3 weeks), and that the store manager/area lead would be in contact to further discuss. 5 weeks later after receiving NO contact, I phoned up the store again and was informed that the items were in the warehouse ready to be delivered, so it looks like I will finally get my bed. Still a very poor experience overall.
Hi Paul, Once again I am so sorry for the experience that… Read more
Recent reviews
Had a great experience at Freedom in Auburn. Debbie was so helpful and attentive. She went above and beyond to make our freedom experience a truly great one! Debbie should be commended for her exceptional customer service. Show details · 1
I extend a huge thankyou to Najh and Aashna. So courteous and knowledgeable of the chairs we purchased. The ambience and decor of the store is absolutely amazing...so welcoming and neat and tidy Show reply
Nancy and Aashna were amazing to deal with, they helped with all my questions and they suggested products I didnt know i needed. Their product knowledge is very good and it takes the guess work out of the experience. I would come back to this store because of them. Show reply
Nulig and Lorraine were friendly, professional and went beyond to assist us in finding a product only sold on line. They then submitted the order on our behalf. A very pleasant experience. Doug and Nancy Tear Show reply
We shopped at the Freedom store in Auburn at the weekend and was looked after by Lorraine. We were in the store for hours trying to choose the right lounges and sofa beds to fit out our new house and she was extremely helpful, knowledgeable, and friendly. What stood out to me also was that she never pressured us, asked the right questions to make… Read more · 1
us think and choose the right furniture. I would highly recommend seeking Lorraine out if you visit this store.
Lorraine served us as we entered the store looking for couches. She was very welcoming and amazed us with her knowledge of various products and the features of each. It was such a pleasant shopping experience and I want the company to know how much we appreciated her service and pleasant and fun personality. It was because of Lorraine that we purchased 2 couches and cushions. Show details · 1
Lorraine and Debbie at the Auburn store were absolutely wonderful! They were very helpful and nothing was too much trouble. All our questions were answered with the same energy and enthusiasm every time. Thank you Show reply
Five stars for both the product and the staff! My new chair is perfect, but the highlight of the trip was working with Jessica. She made the entire process seamless and stress-free. If you're looking for quality furniture and a team that actually cares about their customers, ask for Jessica! Show details · 1
Find out how Freedom NSW, Auburn compares to other Furniture Shops
Know better, choose better.
Purchased sheer curtain and blockout curtains. Found some black dirt at the back of blockout curtain but can remove easily with damp cloth. Happy with my results Show details · 1
Nancy was great. Made the process of ordering simple and seamless. After looking at many options she helped us tie all the pieces together. Great service! Thank you Nancy Show details · 1
Lorraine assisted me in placing an online order that wasn’t working. She was very helpful, patient and friendly. Great customer service, made the whole process a relief Show details · 1
Lorraine was super helpful (as well as the other lady on front counter, whose name I didn’t catch). They assisted me with a rug I wanted to purchase and had really good customer service. Also chatted to the kids and kept them occupied while I was filling out my details, which was nice. Show details · 1
Debbie was wonderful to work with. She took the time to listen and accommodate our requirements and put a quote. There was no pressure to purchase. On top of that, the sofa she recommended was perfect, it was comfortable and met all our requirements. Thank you Debbie for being pleasant Show details · 1
Lorraine was a fantastic patient customer service representative. She was attentive, detail oriented, and remained calm despite lots of customers being in the store. Thanks Lorraine for all your help with our purchase of the Hensley coffee table. Show reply
The service I received from both Debbie and Jessica was exceptional. I got everything I needed and love it all. They helped add the final touches to my choices and will definitely be recommending them and freedom! Show details · 1
We came in during the Boxing Day sales and Jessica was amazing in assisting us order the perfect wall art for our new home. Her customer service skills were exceptional, and made us feel well taken care of. She was warm, welcoming and very knowledgeable. Thank you Jessica for keeping your cool on such a busy day! Show details · 1
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Hello Isa, We sincerely apologize for the quality… Read more