freedom - Auburn

If you want to know what good customer service is, have a chat to Jessie from Freedoms Auburn store

Lorraine from Auburn! Absolute legend. The best person to go to if you’re in need for anything. We felt like we had a friend to help us today to purchase a couch. She truly guided us, and made us feel so comfortable and happy with our purchase! Make sure you ask for Lorraine when you attend Auburn Freedom! She’s the best!

Purely incompetent customer service and store manager, no one cares. Bought a chair from Auburn and one of the legs snapped in half which almost caused injury. Contacted the store for a refund multiple times also requested a call back from the store manager more than three times. Refused. It’s been almost a month since claim was lodged. Case still left unresolved.

Purely based on customer service. Female employee name starting with an L. Came in yesterday and she was very rude and unprofessional. Shouldn't be employed in customer service. A few days on. Had a reply from owner so have moved star rating up.from one to three. I hope her disrespectful snarky attitude is addressed. Thanks owner.

Has some nice furniture
pretty reasonable priced
there's one lady in there (can't remember her name), but she helped us out so much, thanks

5 star for delivery service from Hamzi and Sam, they gave me a call stating they would be at my place in 30mins and they came on time. What nice and polite gentlemen they were, they carried the lounges in the lounge room, they recommened that I place them differently which they were right. I ask if they would help me put the legs on the lounges as a different furniture store would not do it for me.and they said it was their duty to put it together which was a great help and they even took all the packaging away with them. They help me move the small sitting lounge that I had there so that I would not do it myself.
Thank you Hamzi and Sam you did a great job and Freedom should be proud to have guys like you working for them.

Worst purchasing experience ever in Australia. My wife went to the shop order a sofa on Jan 2022. She has been told it will arrive in Apr or May. In Apr, we received a email notice the sofa will arrive in June. But at middle of Jun, we received another email notice, the delivery will be Aug. I called Freedom to ask for refund for the product. The manager Louies said 20% deposit will be charged for cancellation. Because my wife signed a document that she willing to wait 16-20 wks for the stock. If you want to full refund, it has to be 30 wks not receiving the sofa. After we hang up the phone, we received another email notice the stock will arrive on 3rd Aug. Yes, that 's the exactly date before 30 wks. How disgusting is the company!
Report this matter to Fair trading and ACCC.
First time went to Freedom and last time as well.

Beyond ridiculous experience, starting from the managers Luies & Dustin to the floor staff are all bunch of liars, i ordered a Sorento sofa on 17th Nov 2022, i made it clear at the time that i want it with a partciualar addition adjustment, otherwise i dont want to order, CELINA the worker whom took my order assured me that it will be done for sure & that the addition will be less than $100, she said she will confirm exact price for the addition within 1 week, accordingly i paid a deposit on the sofa & waited for her to call back with a price, its now 15th June 2022 so 7 months, SEVEN MONTHS AND I DONT HAVE AN ANSWER FROM THEM, the sofa arrived but without the addition i requested, they are trying to get me to take the sofa as it is, and they claim they will get back to me with a price soon, SOON? ! Its been 7 months, they said it will be sorted by end of August, i asked that they send me this in righting but they refuse, they said this is an estimate only.and until now they dont have a price.concern is what if anything goes wrong with the sofa or any other item we buy from this shop? What will happen then? Will they be able t order spare parts as they claim or not? Or will they just keep delaying it until we give-up on chasing them up?

TOTALLY UNACCEPTABLE TOTAL UNRELIABLE, UNLIKE NICKSCALI THE EXPEREIENCE IS AMAZING AND THE STAF ARE ALL HONEST, ON TIME AND ATTAEND TO ANY ISSUES AFTER SALE.
I WOULD ASSSUME BETER EXPERIENCE AND HOESNTY AND SERVICE FROM SUCH A BIG FRANCHISE.

WILL DEFINALTY STAY AWAY FROM FREEDOM FRANCHISE.

The purchase process was smooth over the phone but it’s incredible difficult to make refund. Spoke to a few staff and was on hold for a long time as only the store manager can manage refund/ price match. The store manager made it inconvenient to refund an item by requesting an instore presence to do an identity check (which they didn’t have an issue to accept an order over the phone). When being questioned about this specific rule which she quoted it was due to banking regulations, she agreed to online identity check. Still waiting for their requirements, which they promised to follow up via email. I’m not impressed with customer service and will not purchase from this store again.

Lorainne was absolutely fantastic. We were tossing up between a lounge that was available at another store vs an 11 week wait lounge from freedom. She sold us on it and was so helpful and lovely. Thank you very much!

Went on a Sunday and there was only maybe 2 staff around. Had to walk around to find someone because I wanted to buy a rug. She said she'd check if they have a new one and never came back. Saw her talking to another customer then at the front register. She'd forgotten about me.

Have to give a huge shout out to the two ladies who helped us pick curtains last Saturday. They must have spent at least an hour with us running through all options. They were so helpful, so polite and we kept changing our minds. In the end they helped us pick, the curtains are beautiful!

I bought a coloured jute rug. Admittedly online. It looked dyed and I assumed it was. It was actually painted jute. Horrible.

I would like to thank Lorraine from freedom auburn she went out of her way to help us with a refund issue we had with headoffice.

I bought bar stools and one of the stool as a paint peeled off. I call Freedom and send mail with invoice & pics but no response from them from last 3 weeks.

My partner and I would like to thank Lorraine on her customer service! She went out of her way on both occasions we visited the store to make sure we would make the right purchase for our lifestyle. She is full of knowledge and made the whole process extremely smooth. This is the best kind of customer service/sales person we have come across in a long time! 5 stars for Lorraine:)!

I got a confirm email that I can pick up my order today (23th) and opening hour said 9am to 8pm, but when I got there, it was closed. So I wasted my 20 min drive and left a note to head office that they should have let me know about this and I got a reply that I should have checked the opening hour. What a joke

Dealing with Robert at Freedom - Auburn on 2 separate occasions made things so easy! He was extremely helpful, honest, patient and made furniture shopping fun. The staff can definitely make or break a shopping experience and Robert certainly catered for our needs and made us excited with our purchases. Absolute gentleman to deal with!

Possibly the BEST customer service I’ve ever experienced from ROBERT who had a solution to absolutely every inquiry I had. An asset to both FREEDOM and the store at Auburn. Thank you Robert.

NSW (and probably the most of Australia) are currently experiencing massive delays. I had some issues with my order and the guys at Auburn and Moorepark were awesome in getting it all resolved.