Freedom - Albany

Reviews

1. Helen Birse ★★★★★

   Ordered two reclining chairs from Freedom Albany. You couldn't fault our experience. We were helped by customer service lady Charlene. She explained everything in full about how the order would be processed. There was to be a 12 week wait to be made and it was ready exactly to the day and delivered in perfect condition. We were so impressed with Charlene and the Albany store and the friendly caring customer service. Well done Freedom Albany would highly recommend. Janet.

   almost 6 months ago
2. David ★☆☆☆☆

   Normally I don’t leave complaints, and my family has always had great experiences at Freedom. However, today we were deeply disappointed and humiliated at the Albany store. My parents ordered a rug and a custom bed frame months in advance for my grandparents, who are arriving soon. After multiple mix-ups and delays from Freedom (including selling our rug to someone else), we went in today to request an explanation and a refund. The store manager, Emilia, was incredibly rude and dismissive. She spoke down to my parents, made disrespectful comments, and treated them with no empathy or professionalism. Instead of helping resolve the issue, she raised her voice, mocked my father when he mentioned lodging a complaint, and even made an insulting remark about my grandparents “sleeping on the floor.” We understand delays can happen, but the way my parents were treated—without respect or basic courtesy—was unacceptable. What should have been a simple discussion turned into an embarrassing, distressing and discriminating experience. Freedom, please review how your staff handle customers and ensure this kind of treatment never happens again.

   almost 7 months ago
3. Claudia Micheletti-Gallagher ★☆☆☆☆

   Unacceptable Service: Five Months and Still No Bed! My experience with Freedomi, has been nothing short of a nightmare, and I strongly advise anyone considering purchasing from them to look elsewhere. What started as an exciting purchase in May has devolved into a frustrating saga, and it's mid Auguts , and we still do not have the bed we paid for. The initial mattress arrived damaged, causing a delay which was disappointing but understandable. What followed, however, was a series of broken promises and abysmal communication. We were informed they would remake the mattress, pushing back our delivery date. This new date was then delayed again. Facing the prospect of sleeping on the floor, we requested a temporary mattress. We were initially told we would have to collect it ourselves as it wouldn't be delivered. After a formal complaint, they delivered a single temporary mattress (for a double-sized bed purchase) and gave us yet another delivery date for the correct item, roughly four weeks later. When those four weeks passed, we called to confirm the upcoming delivery, only to be told they had supposedly emailed us (they absolutely did not) to inform us the delivery was pushed back another four weeks! This complete lack of transparency and respect for our time is infuriating. Despite trying to secure a refund due to this prolonged and unacceptable delay, we were refused because the item was "made to order." This policy feels like a trap when the company consistently fails to deliver on its promises. This entire ordeal has been a testament to terrible service. We bought a bed in May and are now looking at a September delivery, five months later, with no guarantee it will even arrive then. I will never shop here again, and I will actively advise everyone I know to avoid this company at all costs.

   almost 10 months ago

1. Vihanga Kariyawasam ★★★★★

   Always a pleasure visiting the store with a nice layout and beautiful furniture. Got the Black Friday pricing with furniture made to order. Can’t wait for the new sofa to arrive! Awesome service from the sales person too.

   almost 2 years ago
2. Esther Kim ★☆☆☆☆

   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.

   almost 2 years ago
3. P ★★★★★

   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.

   almost 2 years ago

1. Andrew Shand ★☆☆☆☆

   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

   almost 3 years ago
2. Aniket Chawla ★★☆☆☆

   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.

   almost 3 years ago

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