Unfortunately had a very negative experience with the stores customer service following issues with the delivery company Unitrans. TL:DR- if you want your items delivered hassle free and want positive customer service, go elsewhere. We had two large heavy items scheduled for delivery and the booking process was quicker than expected which was great. I had two messages from Unitrans saying what the 3 hour window was and to expect a phone call 1/2 hour prior to their arrival. I had arranged for someone to be at our home as we were away for the weekend. They called to say the items had been left on the front deck and the truck just drove away. I called Unitrans who apologised and organised for the truck to come back. During this time they complained at the house about it making their day more difficult that they had to place the items inside the house (as is part of the delivery fee and agreement). Unitrans also apologised for the lack of 1/2 hour phone call prior which they said definitely should have occurred. The items were then left in the room incorrectly which would be a serious issue for someone who wasn’t able to move something large and heavy. I contacted Unitrans (emailed a survey) and Freedom to let them know about the service issues. Freedom Penrith have completely absolved themselves of the issue despite me having no choice in delivery company. They are claiming the “authority to leave if nobody home” clause overrides everything else despite not getting the warning call and somebody actually being home at the time let alone the complaints and incorrect placement of items. Multiple emails from the store have been unfortunately dismissive of what would be a simple issue to acknowledge and resolve with a customer. I have ordered other items elsewhere since despite liking some expensive items from Freedom as I was completely unable to trust their delivery service and the store / Freedom are unable to acknowledge it. It’s also impossible to deal with Unitrans regarding the delivery fee as Freedom charge the fee on their website themselves it isn’t a seperate booking. Unitrans recorded phone message whilst on hold advertises their amazing “white glove service”. I’ve found it to be anything but and the store definitely doesn’t care once they’ve got your money. Freedom have not once apologised for the poor delivery service. Hoping for a resolution via email. Update: the person I was speaking to has again replied claiming they were the manager. The most recent email received was unfortunately not overly understanding of this issue although it did start to acknowledge the delivery being sub standard. They have ended all communication with me on the matter. As a % of the overall purchase I made, the delivery fee would have been such a small goodwill gesture for the store to acknowledge given the less than standard service I received. It also wouldn’t have been difficult for the tone of the manager email to offer an apology, a thank you for business and a more appreciate, customer oriented tone than the very abrupt and rude tone I’ve experienced.

Appalling customer service experience involving both Freedom Furniture and their third party delivery provider, Unitrans. After waiting for over 10 weeks for a bed frame, I received a text message to advise that my order had arrived and was ready for delivery on two available dates. I initially chose the first date by replying to the text but was told by work that I would be out of location on that date. As such, I called the customer service number provided on the text message and changed the date to the following week, which was the second date proposed. The lady on the phone said that it would be no problem at all and allegedly changed the date in the system. However, the day prior to delivery I had not received a 3 hour window message for delivery the next day. I called the customer service number again and was advised that no delivery had been booked for that date! She also said that delivery was scheduled for the previous week but delivery was never attempted. After following up with Freedom Furniture I was told that half my order was missing from the warehouse and that my order had been ‘corrupted’. Accordingly, I would have to wait a further 14 weeks for a new order to be sent. To be honest this is the worst incompetence I have ever experienced from both parties - Freedom Furniture and Unitrans. I will never use either service again. I also waited for weeks to receive a cheque refund for $1,100 and had to keep asking the Assistant Store Manager to chase up the accounts department. In the end, the Assistant Store Manager was helpful in keeping me updated as to the cheque refund progress. However, I was out of pocket for weeks and essentially waited 3 months for no bed frame and lost the entire amount I paid for the deposit during that time! I ended up purchasing a lovely bed frame from Harvey Norman. They produce Australian made products and have a much shorter wait between - usually 6 weeks if they don’t have the item in stock. I will never return to Freedom Furniture and have already told many friends and family about my terrible experience - 0/5 stars.

I totally get with the Covid-19 that potentially Freedom felt the need to close, despite the fact that most other furniture stores remained open but provided hand santiser and enforced hygiene and social distancing within their stores... but what I don't understand is why, with the lifting of restrictions, the Penrith store remains closed. With most clothing stores now open (where one can try on clothes), Freedom Penrith remains closed. With most other Freedom stores now open, Penrith store remains closed. My lounge is fully paid for and has been stuck in the Penrith showroom all of this time. We were given no courtesy call to come and collect it before it shut and it could have been delivered with the rest of our furniture (We paid for delivery). I have contacted them numerous times and their response is there is nothing they can do until the store opens. What if the store never opens? Looking at all the terrible reviews... what if they are closing it, what if they are going bust. The fact that there has been no customer service hotline this entire time is absolutely unfathomable. Its the 21st century and your staff could have answered phones from home.... but perhaps they didn't want to deal with the influx of angry customers. Your call centre is still closed and not answering calls. Unbelievable and not a sign of a business that wants to fix its reputation.

If I could give them zero stars I would. I bought a leather recliner set over 19weeks ago!! Still no word or any feedback from Freedom. You can’t get hold of any customer care service person!! I have called, emailed, facebook messenger, twitter..but no luck with any definite answers. Finally managed to get a reply via email only to hear back they have no answers. This is the worst service I have ever experienced from any furniture retail franchise. I will not Recommend anyone to deal with this company, especially stay away from any online sales! Don’t ever pay in full if it is a big purchase, cause once they have your money, the service goes out the window! Where in your life have you ever seen that all customer care services are down? In this day and age with technology surely most could work from home, answer phones and work a PC??? Enough social distancing there I am sure! How can you just abandon your customers like that? Any business who call themselves a business should know that customer service is KEY for retaining and gaining new and returning customers! I see a number of negative reviews of Freedom on Google. Should have read them before I made the purchase. So please everyone, learn from my mistake and rather go to Harvey!

Whilst the products were nice the customer service is something ridiculous. My partner and I went in today to buy a few things for the bedroom and saw a side table on sale for half the price and decided to purchase it. I waited at the counter with the original items for around 5mins while two staff members walked straight past and then eventually got served. When enquiring about the side table we were told that we’d have to pick it up at a warehouse or pay $99 to get it delivered, we were then told it’d take 5-6 weeks for it to arrive at the warehouse to which my partner and I were a little taken back by the time period and said it was a little ridiculous that a 50x50 side table would take so long. Just as we were about to accept all this the female staff member told us “well you can either wait in line or not buy it” in quite a rude tone. My partner and I were shocked at this appalling customer service and declined the purchase. When I asked my partner if she still wanted to buy the original items we went there to purchase the staff member snickered under her breath at my comment. I will never shop at freedom again and really hope that the store get the staff in order because there customer service is an utter joke

If I could give less than one star I would, this is no reflection on this stores staff but mainly the quality of product. Paid $1600 for a buffet, waited 10wks for delivery even though we were told less. The buffet arrived in the worst condition, doors falling off and timber split at every screw, water damaged and warped. The store did a great job of arranging a replacement to their credit... 7 weeks later, new one arrived after supposedly being quality checked... doors are buckled and the shelf doesn’t fit properly due to the holes not being drilled out in the wrong location. I suppose I could get it replaced again but by then it will be six months since the purchase and this product is already now on clearance. My advice; don’t waste your money on paying overs for their products, the quality is no better than Amart or fantastic furniture. This is the second piece on our order and the first piece (a bar cabinet) was no better with the doors not lining up; and there’s not enough adjustment in the hinges to even correct it.

For some reason, even though I knew of freedom furniture, this was my first time ever going into one of their stores. And WOW I was blown away! I immediately wanted to spend my life savings haha! I never realised they were more than just couches. I decided to purchase some long white sheers which I had been meaning to get fitted in my new build house for over a year.. it worked our great because I had the measurements saved in phone notes already and the lady picked out all of the correct brackets and curtains to suit each window.. she explained how to install them in the way that I wanted (from the ceiling) and I was so excited to get home to install. She mentioned that I was super lucky because they’re usually always sold out of this curtain because they’re super popular and I see why! Great value and most importantly great quality sheers. I’ve gotta say, I’m very happy and can’t wait to return and spend more money.

Just went to purchase cushions. We wanted ones filled with down/feathers rather than foam. Everything we could find on the blue selection wall was filled with foam. We asked for assistance from the lady locating cushions filled with down and she could not have been less helpful. She said there are ones on all the walls filled with down and I proceeded to tell her we couldn’t find any on the blue wall and she just shrugged and went back to doing paperwork. There were basically no customers in the store so she wasn’t busy with anyone else. Needless to say we left and are now purchasing elsewhere

My sister had called me to get some Rope lights from Freedom Penrith, as they were online for $5. I arrived in store, found them and Melanie asked if I needed any help. I asked if the lights were the $5 ones because the sign had said $12. I needed 8 of them so she helped me carry them over to the counter, which was very lovely and thoughtful. She said she'd honour the online price for me, which was also lovely of her. I walked out a very happy customer, it's the first time I've ever stepped foot into a Freedom store and I will gladly be back after my pleasant experience. Thank you

Highly recommend shopping in store at Penrith. After lots of confusion with the delivery of my son’s Cosgrove dresser, I popped into the store. The new store manager went out of his way to sort it out. To top it off, the customer service provided by Elisha was second to none (rare these days!) Not only did she have my partner and I laughing at her great sense of humour, she genuinely enjoyed helping us. We left the Penrith store impressed with Elisha and the store manager’s high level of customer service.

Fine to shop if you find something on bargain or clearance. Otherwise the stuff here is overpriced and is of low quality compared to other similar shops across the road. The store manager will really push you to collect the items as soon as you put down the deposit. So, make sure you negotiate this before paying the deposit as otherwise you will be under pressure if you are not ready to collect the items. We felt the customer service is disappointing and probably won't go back.

I initially bought 2 chairs from this store and few weeks later had a change of mind amd staff was absolutely great to entertain my needs. Rita the store manager and all her staff were involved and have gone beyond mile to help me out. I thought my query cannot be addressed as it was outside the policy but they truly believed and delivered after sale service and delivered what I believed was impossible. Thank you Rita and Freedom Penrith. Certainly the best

After seeing a promotion by Freedom Furniture on line for a mattress sale i place and paid for an order on the 8th Jan. When it had not arrived by the 21st Jan i rang the Penrith store and was told that owing to covid it would be delivery would be approx. 3 months despite being told in my order confirmation that it would be delivered within 10 days . This is not the service I have come to expect from a supposedly reputable Aust company

I ordered a lamp and it was delivered damage. They gave me a label to return it and for some reason the lamp got lost and ask me to check with the courier that they book. After calling them back and forth they end up deciding not to give me a replacement because they can't trace where the package is. I should have bought from other shop who sell similar product but less the price like Temple and Webster.

I recently purchased a couch from the Penrith store and have had the most amazing experience...from assistance with my decision (feeling no pressure to purchase at all & absolute transparency regarding delays), to point of sale and right through to delivery. Thank you Kim you were absolutely fabulous and delivery guy Rick was amazing!

Our order took forever to fill for a basic desk. When it finally arrived we were quoted 2 weeks for delivery from Blacktown which was just unacceptable in these times. No solution was offered to try and ensure we had a great consumer experience, basically they didn’t care. We won’t be shopping at Freedom any longer

Penrith the best customer service i have come accross, everyone was and are fantastic from management to sales and all the back ground people do there jobs and do it well..proud to experiance my time with them. They opperate in a way that makes you feel like someone who matters, keep on keeping on! …

Scammers - Their T&C's talk about fraudulent payments by customers, but Freedom are happy to be fraudulent themselves. My partner book a kitchen consult for a new kitchen renovation. Freedom (Penrith) demand a 10% deposit off a verbal quote over a 1 hr phone consult, I'm no expert but sounds like a scam.

Do not give your business to this store was appallingly treated by someone claiming to be the manager and attacked and belittled on a phone conversation about a delayed lounge and compensation refused to give me any sort of name or employee Id when I told her I was putting in a complaint about her

Really great friendly service, lots of variety of furniture, and it all looks like pretty good quality. Prices are a little high, parking is plentiful, service is very attentive, helpful, Nothing is a problem for them. and bringing stuff back for credit or exchange is not a problem.

Terrible customer service. They take ridiculously long to email back regarding an enquiry, then a separate warranty claim for our kind bed (the entire support beam snapped in half). We have been sleeping on our floor for over a week and a half with no response.

So friendly and helpful,I was able to find what I needed within my first time going there with the help of the beautiful lady there,also the quality of the mattress I have purchased from them is amazing and the best mattress I’ve ever had

Bought a lovely new bed with Freedom, the quality is amazing and it just looks beautiful. PLUS customer service is great! they truly help you out with everything. Will definitely be shopping there in future!

I bought a sofa from the Penrith store. They have a great collection and a very helpful staff. Tom was exceptionally helpful and helped me find the right sofa.

Sales Lady Elisha was exceptional, she was freindly, knowledgeable, helpful without being pushy. Exactly how you'd want a sales person to be.

I just received my beautiful Knap bed. I'm in love! The team at Penrith are Fantastic and i can't wait to make my next purchase :)

Recently dealt with Rita and Sam at freedom, and their customer service was excellent. Thankyou for the experience

Nice big store. Very friendly and helpful staff. Went above and beyond to help get the furniture in my car.

Freedom is beautiful product, on display in beautiful showrooms, talked about by beautiful sales teams.

I bought a vine shade from Freedom Penrith - excellent product, great price, good service.

Was so difficult to make my way around the shop with the pram everthing is super crammed

The best customer service experience in Penrith, staffs are very welcoming and friendly

Great furniture and friendly staff. Something g missing from my delivery though.

Not great boxing day sale most only reduced $30- 200 Wasnt inspired by anything

This shop needs more stock very surprising that it's very sparse went elsewhere

Great sales staff, beautiful furniture, very happy with my experience!

Unique pieces and on trend styling, sale time has brought us back in.

A little pricey but quality is great and the staff are very helpful

Some great furniture and the staff are really helpful and friendly

It is a well thought out showroom and is run by lovely staff.

Friendly staff, quick service and great range of products!

Friend helpful staff and a good range or furniture.

Nice collection, friendly staff and sanely priced.

Reduced their prices this October. Real bargains.

Large outlet located near new homemaker centre

Did not go there or never have being there ...

Nice and you can get good price furniture

I find the aurburn store has more stock

Great products , amazing new collection

Decent range... Some good bargains

Friendly staff trying to help out.

Lovely staff and excellent range.

Great bargains in lights and rugs

Just a furniture place

Staff very helpful

It's ok to browse

Awesome staff

What I needed

Excellent

Very nice

Nice