??!

They don't examine 4 year olds.

I took my 4 year old daughter to OPSM today after it was suggested by the health nurse there was a problem.
I easily made my appointment online after doing research that they tested young children (it said they did, but didn't give specific ages) But that's where my positive feelings stopped. As i walked into my appointment and checked in, the receptionist told me my details weren't in the system. And as a result they didn't know my daughter was 4 and they don't/can't examine children under 6. I was told i could speak to the optometrist which i decided to do. When the optometrist came out the receptionist told her of the situation and she said we were good to go into her office. Then she examined my daughter. I was told they didn't have the correct tests for young children and was told to go somewhere that dealt with children. I'm lucky my daughter thought the whole thing was an adventure and was happy to endure another eyetest!

Product Quality
Customer Service
Return Claim MadeNo

Terrible customer service

Some ladies in the staff don’t listen to customer’s questions, instead give meaningless and confusing explanations. One lady got really angry when I wanted to make sure that the new pair had premium lenses. She told that she couldn’t be arguing/explaining throughout the afternoon about the questions I had. So very rude of them to say to a customer like that. I just wanted to know whether there was a way to identify the premium multifocal lenses from the basic multifocal lenses. They say there’s no way except for the etchings on the lenses and they were struggling to find the etchings on the two pairs of glasses. One pair with basic multifocal lenses and the other pair supposed to be premium multifocal lenses, as I ordered premium lenses after I couldn’t read the computer with their basic multifocal lenses. I couldn’t see any etchings on either of the pair. How am I supposed to take one of those pairs home when they cannot say which is which.
The same lady challenged me that I better get my money back without bothering her.
I didn’t go to opsm to offend them or get refunds. I want a good pair of glasses to use after spending $1000. Finally they said they would send those two pairs to the laboratory to identify which is which.

Customer Service
Return Claim MadeNo
Store LocationMacarthur Square
1 comment
Good Morning, Thank you for your feedback and we apologise for any inconvenience caused by your experience in our Macarthur Square store. Can you please private message your contact details, and we will escalate your feedback through to Higher Management, who will be in contact to discuss this further with you. Thank you and hope to hear from you soon. Best Regards, OPSM Customer Support

Hopeless. Southland store.

Terrible customer service. Opinionated personal remarks made innapropriate conversation couldn't be bothered attitude rude incompetent over priced arrogant poor follow up skills they ignore you. Will never go there again.

Product Quality
Customer Service
Return Claim MadeNo
Store LocationSouthland and Elsternwick
1 comment
Good Afternoon Annie, Thank you for you feedback and we are sorry to hear about your experience in one of our stores. Can you please advise if you would like to be contacted by Management to discuss your experience further? If so, can you please private message your contact details. Thank you. Kind Regards, OPSM Customer Support

Amazing service!

Had to get glasses for the first time in my life, I knew it was coming from previous eye tests. I had one earlier this year and when I re-booked as I had problems, they remembered who I was despite having only been in there twice in 3 years which was very nice.
I had my eyes retested and a prescription done. When looking at the frames, they were very honest with what looked nice and what didn't. At no time were they pushing me towards any type of frames or brand name. They told me about the 50% off the second pair (which I did purchase as I work at school and have kids and pets so thought it was best to have spare) but did not push me into it. Once again they mentioned insurance but at no time was I feeling pressured into getting it or any other extras.
They were kind and friendly, the store manager engaging in conversation with my 13 year old, keeping her happy and occupied while I had my test done and picked my lenses. I then informed then I needed to get going to pick up my 9 year old from After School Care and she was happy to move things a bit faster but still made sure she explained everything to me.
As a first time ever buying glasses, I felt calm, reassured and happy with my purchase.

Product Quality
Customer Service
Return Claim MadeNo
Store LocationKatherine

Mis diagnosis and charged twice

After getting an eye test and glasses, headaches and blurred vision developed.
Visited an ophthalmologist and was referred back to opsm and news lenses installed.
Referred the issue to the consultant, store management and head office without any acknowledgement or financial relief.i nor my family or friend will use opsm again

Product Quality
Customer Service
Return Claim MadeYes
Store LocationSouthland

Superior customer service to Specsavers

Bendigo Marketplace
Better range and whilst more expensive than Spec:(Savers, there's a considerable difference in quality. Unlike their competition, OPSM will make sure you've got the right frames. Size matters!

Product Quality
Customer Service
Return Claim MadeNo
Store LocationBendigo Marketplace

Worst Service Ever

I have been a customer with opsm for years. I am not sure what is going on with the southland store but the amount of issues I have had with them has made me think it's time for change. Staff are incompetent. The last issue I had was when I took my glasses back to be repaired as the lense had fallen out. I left them and they told me to come back in 20 mins which I did and they were not ready so I said I would come back the next day. When I went back the next day no one could find my glasses and the woman that was supposed to repair them was away. They then told me to come back the next day. I was not happy. I asked for the manager who looked everywhere for my glasses and found them in a drawer. I was then told they would have to be sent away for repair. More inconvenience. Next episode I ordered my contact lenses over a week ago and I told them at the time I needed them before the 12/8 as I was going away.Rang yesterday no contacts in told to ring back today still no contacts and the girl said she would ring supplier and now I get told that alcon the supplier was changing systems and that they would not be in for another week. I was furious as I explained the urgency of the order. I asked to speak to the store manager and I was then told alcon were moving warehouses and so sorry couldn't help me. I then asked her to ring rep and get some express posted or get me a trial pair to tie me over. Manager rang back and said she had a trial set different strengths to what I use but rep said they would work. I went back to opsm to collect the trial lenses that were put aside by the store manager and waited while staff tried to locate them so after waiting 10 mins and watching staff check where could they be no result .They rang the store manager but she did not answer her phone so I had finally reached boiling point and said when you find them you can deliver them to me and once again I told them I was going away on the 12/8 and needed them asap but I don't think that rang any bells with the staff .This store needs to be pulled into line I am over the poor service rude staff and the lack of system they have.Customer service doesn't apply to this store.

Product Quality
Customer Service
Return Claim MadeNo
Store LocationSOUTHLAND

Awesome customer service

I had a problem with a pair of glasses I’d purchased last year and the manager of the Westfield Chatswood store Erween was very helpful and has replaced the glasses for me. Very happy with the outcome and excellent customer service. Will be returning for my next pair of glasses. Thank you again.

Product Quality
Customer Service
Store LocationWestfield Chatswood
1 comment
Hello Chris Thank you so much for you feedback and kind words. We have forwarded this on the store to get the acknowledgment they deserve. Thank you for your time and have a great day. Kind Regards Customer Support Services

Rude customer service and deceiving staff

Purchased a $660 dollars worth one eyeglasses but gave us a plastic lenses which has never been explained prior to purchase. Rodvina , customer staff from Bourke st branch was so rude dealing with us today. Had to pay extra $100 dollars to get the right lense we want.
Beware customer dealing with Bourke st branch.

Product Quality
Customer Service
Return Claim MadeNo
Store LocationBourke st
3 comments
Good Afternoon Roger Thanks for your feedback and we are sorry to hear about your experience. We would like to lodge a case to higher management to look into this for you, if you would like to be contacted please also provide your contact details through PM. We will await your confirmation and if you do not want to speak to higher management we still will forward this feedback on. Thank you and we hope to hear from you soon. Kind Regards OPSM CUSTOMER SUPPORTYou can contact me 0422410814 or Email : rods69.santos@gmil.comHi Roger. Thank you for providing your contact details. I have logged your feedback and sent this to management who will contact you within 2 business days. Your case number is 2350067. Regards Customer Support

Traumatic Experience

At first the ordering seemed straight forward, the tracking didn’t work but the package arrived, so I didn’t really worry about it. But unfortunately the first lenses I ordered with them didn’t last the 3 months I paid $160 for. The lenses that were apparently specially made for my eye contour fell out within days. I blamed myself for this, maybe I rubbed my eye too hard? Maybe my contacts were dry. So I ordered again, and this traumatic nightmare of an experience begun with OPSM.
1. A week after I ordered I received an email stating my order is on hold and I need to prove to them that I have an eligible script, 3 months after previously ordering with them, with all the details in my account!
2. I received a tracking code that wasn’t working and received no verification of the order being shipped out or delivered!
3. When I contacted OPSM online about this they told me that it isn’t their problem if the order I paid for doesn’t turned up at my address.
4. I found the package stuffed in my mailbox, I opened one of the contact lenses cases which already had DAMAGED lenses in them!!!
5. My lenses are uncomfortable, painful and constantly fall out, they make me feel like I am wearing dodgy $10 lenses ordered from an illegal sweatshop.
I’m writing this and currently wondering if I am going to go blind.
Do not order from OPSM!

Product Quality
Shipping
Return Claim MadeNo

0% Customer Service

Been in the Werribee Plaza Hoppers Crossing store twice in the last 2 weeks to look at new frames. First time it was minimum 10mins before anyone acknowledged me even with no other customers in store and when they did approach me they sounded like they couldn't be bothered. Didnt think much just thinking end of day tired or drained which is understandable. Went in today to actually purchase frames again no other customers in store and the same again this time i was quite annoyed. Walked out really frustrated. I even tried to make eye contact to no avail. Never too step foot back in there again.

Customer Service
Return Claim MadeNo
Store LocationHoppers Crossing
1 comment
Hello Dan Thanks for your feedback and we are sorry to hear of your in store experience. We are going to forward this on to higher management but wanted to confirm with you if you wanted to speak to them as well? If so, please PM your contact details. Kind Regards OPSM CUSTOMER SUPPORT

Don't order online!!!!

Never order online. Stupidly I have multiple time and they keep stuffing up delivery address. invoice address correct yet it's delivered to the wrong address. blaming me or toll everytime

Product Quality
Shipping
Return Claim MadeNo
2 comments
Good Afternoon, Thank you for your feedback and we are sorry to hear about your online ordering experience. Can you please PM your order number and contact details so we can look into this for you? Best Regards, OPSM Customer SupportWorst customer service. Contacts delivered to wrong address and still can't explain why. I just keep getting told they were delivered to XX on xx date. I don't live where they state it was delivered to and all my address details on the order and my account are correct. No further contact or explanation . Just lost a very loyal customer. And I'm sure to tell everyone never to us OPSM.

Excellent service

The previous company I used to go to we’re shocking with their customer service as they gave me little to no attention. On the other hand, OPSM were phenomenal! They were very attentive and friendly. I felt very welcomed. I will definitely recommend my friends and family to convert to OPSM Camberwell!

Product Quality
Customer Service
Store LocationCamberwell

Macquarie Street

My experiences with Macquarie Street store have been fantastic, good customer service, friendly & helpful staff, my consultant was Rose, she has fantastic customer service, approachable, totally recommend her to friends & family

Product Quality
Customer Service
Return Claim MadeNo
Store LocationMacquarie Street.
1 comment
Good Afternoon, Thank you for your feedback and we appreciate you taking the time to get in touch with us. We would like to forward this through to the team in OPSM Macquarie Street. Can you please PM your details in order to locate your account and forward this through? Thank you. Kind Regards, OPSM Customer Care

Worst customer service

spent 10 minutes by myself there and they barely tried to help me! Just because I’m a young girl. They probably don’t care at all. Too bad, just lost a customer

Product Quality
Customer Service
Return Claim MadeNo
Store LocationNear town hall
1 comment
Good Afternoon Paula, Thank you for your feedback and we are very sorry to hear about your experience with OPSM and this issue regarding our recall reminders. Can you please advise if you would this escalated through to Higher Management to discuss it further? If so, can you please provide your contact details via Private Message? Thank you. Kind Regards, OPSM Customer Support

OPSM Mt Ommaney, Ask for Nick!

I've dealt with OPSM Mt Ommaney (Brisbane) for at least 15 years. This time (my fault) I just didn't like what I had bought. Decided to take advantage of "30 Day Satisfaction Guarantee". Went to Mt Ommaney store, spoke to NICK about the style and size of glasses I would prefer. He brought 4 pair of glasses, and 1 was perfect. I upgraded and the increase in price was discounted. I was done in 20 minutes. NICK is switched on, right attitude and knows the products. Service went from what is usually Very good to Outstanding. My daughter came to look but bought from Spec Savers. It was a disaster. "Should have gone to OPSM".

Product Quality
Customer Service
Store LocationMount Ommaney, Brisbane.
1 comment
Good morning Gary. Thank you for your feedback. We value your kind words and have forwarded this to the regional store manager. We appreciate the time you have taken to send us this great feedback and look forward to providing you with an even better service in the near future.

Very, very happy with OPSM !

From the moment I entered OPSM in Belconnen Mall, ACT, I was impressed by the store presentation, the genuine warmth of staff greeting and all subsequent processes of eyes testing (superb and warm professionalism), choosing frames etc. I have now been wearing my new spectacles for four days and am totally “over the moon” enjoying perfect vision and light, super-comfortable, stylish spectacles.
Thank you to all at OPSM, Belconnen, ACT!

Product Quality
Customer Service
Return Claim MadeNo
Store LocationOPSM, Belconnen Mall, ACT
1 comment
Dear Robyn, Thank you so much for taking the time to reach out with this lovely feedback. We will pass this to the teams regional manager. kindest regards OPSM

Would not use, company's service is poor

Service was very avg, then the smses started. Sent stop as described, still kept coming, cust service unhelpful and wanted me to reidentify, DOB, full name, etc, all to get them to stop harassing with smses trying to sell their products

Product Quality
Customer Service
Return Claim MadeNo
1 comment
Good Afternoon Bob, Thank you for your feedback and we are very sorry to hear about your experience with OPSM and this issue regarding our recall reminders. Can you please advise if you would this escalated through to Higher Management to discuss it further? If so, can you please provide your contact details via Private Message? Further to that i would be more than happy to opt you out of further reminders. Thank you. Kind Regards, OPSM Customer Support

Worst online experience ever.

Worst online experience I’ve ever had. Terrible customer service, automated subscription started again after I cancelled it. Yet they kept telling me I did it. Saw order automatically placed at midnight, emailed them at 1230pm yet three days later they sent package and charged me. package sent back, still no refund. Service emails rude, no one took responsibility. NEVER use this online service

Product Quality
Return Claim MadeNo
3 comments
Good Afternoon. We value your feedback and are sorry to hear of your negative experience with OPSM. Can you please PM your contact details so we can reach out to you and discuss further at the earliest opportunity? Kind regards, OPSM Customer Support.Not sure what to discuss Jason. I wasted a week calling every day, replies from emails came 3 days later, no one ever knew the history of the problem and all the customer representatives were rude.Good Morning, Thank you for your reply. Please advise if you wish to speak to Management to discuss your interactions with our representatives and overall purchasing experience with OPSM? If so, can you please PM your contact details? Thank you and hope to hear from you soon. Kind Regards, OPSM Customer Support

Traumatised, completely cheated, additional secret costs, bumped price when I looked away, lied about order time

I lost 3 traumatising hours in-store.

The staff member promised me a specified delivery period for the specific glasses I chose, and that was my condition to her - I will not buy unless it's that because I am moving overseas. First hour of consult - she gives me a bill and it is $400 more than expected. I spend the hour arguing with her why there are random extras like computer blue light cut on my DRIVING-ONLY SUNGLASSES, random unexplained costs like a custom-entered 'rimless fee' on top of an already rimless frame (that's like charging for a banana and then EXTRA for the skin ALREADY on it!!!), a discrepancy between what my health fund gap left to pay is and the extra she is billing me, her quoting a lower price before my health card was swiped and then BUMPING UP THE PRICE AS I'M ABOUT TO PAY THE REMAINDER!!! I demanded to see what she inputted, and in the computer I saw all the numbers she fudged to slim some sweet additional commission off of me. She manually adjusted just the total pricing as if no one would notice!!! I caught her out because the itemised list of costs was lower than the total bill price!!!! She said, the computer must've done that! So, I'M supposed to pay extra??? It was also at this point that I went, 'wait, what are all these additional things anyways?' and she started the sales spiel on lens upgrades, etc. I said, show me the catalogue. I saw they are all OPTIONAL EXTRAS. I said, 'why are these EXTRAS in there that I never approved pr was even explained??' She goes, 'the computer puts them in' and I go 'show me'. She freaked and couldnt prove it because in the screen, it actually pops up to SELECT extras as an option. She changes her story. "It's our standard practice to add these things in, I didn't intentionally try to cheat you." Are you serious???

Either way, with all her manual fake charges in there cheating me, I demamd everything be refunded and we start over. This is where I lose another FULL HOUR! On a refund!!! She did everything she could to stall it, even claimed the system won't work, and at one point she calculated just the item costs (excluding the extra sneaked in costs charged on top) and tried to 'show me' that the refund will be only those base costs!!!! Aka, she tried to refuse to refund her snuck-in part of the money!! It took an hour to tell her 'give me back what you CHARGED MY CARD, not the base price of the items'. She kept stalling and stalling, so I said directly 'is there something preventing you from putting the refund through the eftpos machine as is standard practice?' She was cornered, said 'no, I just wanted to show you what'd you'd get back' and finally refunded me when I said 'I would get back what was charged as per the receipt'. You can't crawl out of that one.

What happened next was equally as horrible. She tried to avoid giving me the actual prescription of the eye test done directly before this whole ordeal even started. This wasted more time and I had already missed a meeting at work, lost 2 hours up to this point and my time was running out to get glasses in time. I asked her to redo the order in front of me, with MY CONSENT for what extras I CHOOSE MYSELF and ACTUALLY NEED in eyewear that I WILL BE THE ONE WEARING.

At the final screen of the order on her computer, I wrote down the cost shown which she read off to me for confirmation. As I went through my own checklist, she started to 'prepare' the transaction. She went to scan my health insurance card, taking a long while. Afterwards, I look up and the total had gone up by $10!!! HOW DESPERATE DO YOU HAVE TO BE TO PULL THE SAME THING TWICE?? I had the original total written down in front of her! She 'couldn't explain it and kept telling me 'look it all adds up on screen'. DUH it adds up since you bumped the price! God this was awful, but by this point I'd lost another whole hour! 3 hours gone! I paid just to get the hell out of there - the time investment was shocking.... and yet there was more to go. The 2 pairs I got each have a different use, and therefore need different adjustments/strengths so I confirmed that she entered that correctly which she gave a very vague answer to. All confidence and trust destroyed, I requested a full printout of the order with sphere details and everything else included. She refused. I asked whether the two pairs were specifically adjusted corretly in the order, and her response was, "It's whatever the optometrist put in." YES BUT ONE PAIR NEEDS MANUAL ADJUSTMENT FOR THE SPECIFIC USE IT WILL HAVE. She 'could not confirm' what it is but that it's 'correct.'

But here's the finisher to this whole ordeal: when I said 'I'll call next in a week to check up, hoping it's sooner than the maximum 10 days you said' she went 'Oh gosh, no no! It's not going to get done that quickly, no way!' I nearly fainted. It took all of my willpower not to lose my calm then and there. I said, 'What do you mean???' and she gave me a story about how these are special and how it'll take several weeks or longer to get done!!!!! As in, WHEN I'M ALREADY OVERSEAS and there is NO POINT!!!!! I demanded a further explanation. She said the specific frames in her hand, YES THE FLOOR SAMPLES TRIED ON BY 100's OF PEOPLE, need to be sent to the lab first!! SO I paid $600 per pair before in-store discount FOR USED FLOOR SAMPLES????

Here's the other icing on the cake: I checked the order online, and the lenses on one pair just one pair now suddenly have TWO DIFFERENT LENSES attached to the order!!!!! Just when I thought she couldn't've screwed me any more, I was wrong. What a disgrace that a customer feels regret and dread the whole way through, and just feels trapped and unable to now escape, $400 that now feels absolutely wasted and every day my glasses are not here I get more and more stressed that I'll leave the country without them, and unable to get them adjusted instore before I go in case she's also messed up the sizing and everything else.

Update: I spoke to my health fund who confirmed the prices that OPSM charged me vs the prices they claimed to my health fund are different - there were hidden items which they should have shown me after all when I requested a detailed printout it in-store.

To date, I called to complain before and was told it would be escalated asap and that the regional manager would call me. Still no call for days, my email was ignored as well. Way to completely abandon your customer!!

My biggest worries are:
The prescription is WRONG and will aggravate my eye condition
The lenses are MISMATCHED
These glasses will not arrive before I leave the countryat the end of this month
The frames are floor samples, used and abused until sold

Customer Service
Return Claim MadeNo
Store LocationSpringwood, QLD
2 comments
Please note: I originally submitted this open to mediation, got no response for 2 days, obviously OPSM doesn't care about customer aftercare once the customer's been sucked dry.Good Afternoon, Thank you for your feedback and we are very sorry to hear about your experience with OPSM. Can you please advise if you would this escalated through to Higher Management to discuss it further? If so, can you please provide your contact details via Private Message? Thank you. Kind Regards, OPSM Customer Support

Page 1 of 19

Questions & Answers

I got my prescription multifocal glasses last week. The intermediate vision or the computer reading is not clear at any spot or level. In addition the computer screen appears concave. I returned my glasses and ordered a supreme lens which cost 200 dollars more. I’m not sure what will happen with that too. Why does the computer screen appear concave and why was the intermediate vision all blurred? Aren’t you making the lenses according to the prescription? It cost me 1000 dollars with the frame and still I couldn’t see properly. I am waiting for the supreme level lenses now, but not sure about it too. One of the staff explained to me that standard level lenses have less peripheral distortion compared to the supreme level lenses. Another optometrist told me the opposite. Which is correct ? By the way your customer service is not very nice. They get easily offended when we ask questions to clarify. Lastly how do you calculate the 30 days of warranty if my glasses take too long to be ready, as it may pass 30 days in the process of finally getting a proper pair of glasses which enables me to read.
5 answers
Hello Nali Thanks for your feedback and we are sorry to hear of your situation. We would have to lodge a case to higher management about your issue and have them contact you directly to resolve so can you please PM us your details (contact number) and which store you visited so we can get an investigation happening for you to resolve? Kind Regards OPSM Customer SupportHello Jason, How do I PM my contact number. Thanks .Hello Nali Please send your details to this email customercare@opsm.com.au and just copy and paste the subject of this conversation. We will respond with your reference number and advise further from there. Kind Regards OPSM Customer Support

Really disappointed that I tried to pre-book eye test appointments for my family at OPSM Cherrybrook whilst on a quick trip back to Sydney and told there is a maximum of 3 appointments in 1 day per family policy?! As we have 2 adults and 4 children we would have to visit the outlet twice over 2 separate days rather than get it all done in 1 day with pre-bookings?!!! I could understand this if there weren’t many booking slots available (shows 10-16 slots online in 1 day!) or no pre-booking of appointments but isn’t this why you have a booking system? Talk about making it difficult for 6 immediate customers just so you leave booking slots available for other potential customers IF they book when those slots may remain vacant for the rest of the day anyway! New policy servicing non-existent potential customers at the expense of REAL and immediate customers???
3 answers
Good Afternoon Alison, Thank you for your feedback and we sincerely apologise for any inconvenience this has caused. We will ensure to escalate your experience through to Regional Management and . Can you please private message your contact details and Management will be in contact at the earliest opportunity? Thank you. Kind Regards, OPSM Customer SupportThanks for your response. Can your Regional Management email me per my email address? I have a week to get eye tests done but can only allocate 1 day, otherwise I will have to find another independent provider that can accommodate my whole family going forward due to this new OPSM policy on bookings that will not work for us.Good Morning, Can you please reply to our private message sent through, to confirm your contact details. Thank you and hope to hear from you soon. Best Regards, OPSM Customer Support

I received my new glasses last week but unfortunately I'm not happy with them. The lens are kind of ok but the frames are not what I thought they'd be. They are only the $100 frames but all the same they feel and handle like kids play glasses, they feel so very cheap and I can't stand them I'm sorry. I feel embarrassed to go back to the purchase store for a refund, we're in a small town and it can be awkward. Can I go to a store in another area for my refund? Thank you in advance.
2 answers
Hi Dazza Thanks for reaching out to our team. You definitely can go to any OPSM store for a refund but we just want to reassure you that we have a 30 day refund policy for our consumers. Please see our website URL below for more information on returns if needed. It is easier to go back to the same store but you have the option advised as well. https://www.opsm.com.au/faqs Thank you and have a good day and please contact our team if you need any further assistance. Kind Regards OPSM Customer Support ServicesThank you.

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