Freedom Albany

And again we just get fobbed off to the online team who have no interest in our plight. I have so many emails with this team already.

“ Take the Money and run” is the scenario here. After purchasing 2 Cobble Tub chairs from the Albany store Nov 22, with delivery some months after we were very underwhelmed by the product. The chairs are nothing like the store sample in that one can not sit comfortably in the chair for even a short time, The seat cushion is not a soft foam but a very hard not forgiving seat. Guests laugh when we tell them to try out the chair as it is not a chair but more a hard seat. Many, Many email and store visits, we are told to keep using the chair and it will soften. 2 points here, One: no one sits in the chair to work the foam and Two: if the foam did soften after a few months, it would not last the distance of years of use.
The last email of 14th Aug from the support centre was that the store will be in contact to discuss further but again they say it is not a product issue.

So we have paid the $$ and have a product we can not use. Less than a 1 star rating here.

I'm disappointed by the lack of follow-up from your customer service team after our exchanges. Despite paying in cash, and the absence of a purchase record in your system due to staff negligence. However, it's important to note that the faulty product is from Freedom Furniture's own line. As a regular customer, this experience is frustrating.

While I understand there have been quality issues in the past, this is a new low. The product is faulty, the lack of any effort to remedy the situation through repair, replacement, or exchange is entirely intolerable. I won't be shopping at Freedom Furniture anymore.

Five star service from Sky! He was professional, patient and kind in helping me with my purchase. Would 100% recommend this store. Just ask for Sky when you walk in. Thank you so much for all your help.

Freedom sold me an item they didn't have, didn't notify me or refund me even after several months and several emails of me telling them I had no refund. They finally owned up to their mistake but refused to transfer the refund, insisting I give my CC details over the phone even though I was not comfortable doing so. No justification except "we can't do that". Do not buy anything online from this business.

Extremely disappointed with the service. We bought an outdoor furniture set, and as we were finalising the purchase I explicitly asked about the delivery and installation. Our server, Sky (?) assured us that it would be delivered AND assembled free of charge; he even went as far to say that the delivery drivers would take the cardboard packaging with them (I remember this because of how specific a detail it was of him to mention).

Behold, the set arrives and they refuse to assemble it. Okay, must just be some miscommunication. We call the store and Sky outright DENIES having ever said this to us - when both my mum and I heard it (and I remember it word for word!). It’s okay if there was some sort of mistake, but at least own up to it instead of making us feel like we’re going crazy? So disappointed by this experience; highly doubt we’ll be shopping here again.

Only giving two stars because the furniture itself was nice despite the terrible customer service experience.

History is full of epic journeys. Frodo managed to deliver the “one ring” to mount doom, Ed Hillary scaled the highest mountain on the planet but no journey is a great, or, as it turned out, impossible as the 34km drive on state highway one that separates Freedom furniture Albany from its warehouse where a coffee table has been sitting waiting for the delivery, that was promised on 15th December, but to this day has never arrived.

Every Thursday (as I have learned) the delivery truck arrives and for 9 Thursday’s this mythical truck was guaranteed to contain a coffee table sadly our coffee remains table less and we have nowhere to put our decorative (and pointless) coffee table books.

When I suggested the store call the warehouse to ask them about the mysterious item, the staff looked horrified and replied that they are not allowed to call. We asked to pick it up ourselves but we’re not allowed to because of COVID. Thankfully they did commit to call me and let me know about the status of the table but it seems that the “no calling” policy must extend to customers as well as despite many a promise of a return call the phone never rang.

There was a brief glimmer of hope when the manager swore that it the table didn’t arrive he would personally drive to the warehouse himself and get it. That was about 4 weeks ago, I hope wherever he ultimately drove to he is happy, and I imagine him siting peacefully somewhere drinking coffee off our still undelivered table.

I can recommend Hunter furniture or Nick Scali as fine purveyors of coffee tables if you need one

My favorite place to buy the furniture, I bought my lounge and coffee table from this lovely place. The sofas were very comfy and fabulous, the fabric is so nice. The staff was very friendly and helpful, helped me to choose the best fabric and design.
They have good offers too.

Highly recommend this place if you want to buy a new furniture and redecorate your home.

Highly disappointed with the service. Purchased a floor model bed and mattress as we were confirmed the delivery would be faster since both items are readily available for delivery and the rest has a lead time of 6-8 weeks. Delivery happened in a week and a half’s time with no screws and legs for the bed without which we can’t assemble the bed. When we contacted for follow up we were informed that the legs and screws were misplaced by the warehouse and will be sent out at the earliest. After more than a weeks followup we were sent the legs and no screws whatsoever to assemble still. Highly disappointed and unimpressed with the level of responsibility and professionalism. Our guests still dont have a bed to sleep on as we still done have the screws to assemble.
Highly disappointed after spending quite a big amount on the same. Never buy from here!

Great phone manner but does not translate into service. Almost no staff on floor. Those that are were at the counters, talking amongst themselves or walk right past you without greeting you. Important to note no other customers were there. Recommend Sylvia park store if your need of some great customer service.

Will never buy from them ever again. Still waiting for my delivery that they canceled according to the delivery company. Then still waiting for the manager to call me back to tell me why after I called to make enquiries.

Be nice if the furniture didn't have 6 month wait times on most of the items and you could buy floor stock.

We placed an large order for furniture. From the off we were told when delivery was to be expected (6 months in this post covid world). We were fine with that. Within a week of the agreed delivery date our furniture arrived and we were very pleased with it- we think it is of quality. Our link at the store, Justin, was always prompt to reply to emails, courteous and professional. I know I am going against the flow here but I would recommend this store and publicly thank Justin for help with us. Thank you.

I bought Raffles Buffet 6 or 7 months ago; after half a year’s waiting, it finally got delivered last weekend and the quality was absolutely terrible.
The paintings are uneven, surface is full of marks, scratches and stains. It’s almost like we paid full price and got a second hand piece, and cannot even find a proper customer service email on their website!

If 0 star was an option that will be my option.
The worst and most rude customer service I have experienced. More than 3 weeks delivery and then after all that I receive a faulty item.

The worst customer device experience.
Delivery is shocking and item was faulty.
The worst retail experience ever

Rude staff when I went who couldn't care less about good customer service. I was essentially ignored by three staff at the counter having their own conversation. We have also ordered a bed online and when trying to get delivery updates nobody answers the 0800 customer service number. Recommend avoiding if possible.

Worst customer service. Rude retailers and slow process. I have received a faulty item after waiting so long for it to arrive.

A woman named Maria was very unpleasant, I'm not going back there anymore, poor service
They put tables in the sale zone and then didn't pleasantly explain that it was a mistake and it's just a temporary place e

Im still waiting for my dining bench to be collected. This was delayed 3 times. Its ridiculous why ONLY FREEDOM furniture is impacted by covid while Ive got all my other furnitures from elsewhere delivered in time. Worst experience ever, sick of waiting and waiting for the furniture I bought.