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My mum recently ordered prescription glasses at opsn Marion store. She paid a deposit. Went in to pick them up and the store lady broke her glasses adjusting the frames to fit! So she was told they would order more. After waiting, my mum went in and it happened again. So again she waited and come in and once again they broke the glasses, this time however the store person went out back, pretended to fix them and presented my mum with the display glasses. My mum refused and once again had to wait. Next day, called in and the store peop...le just boxed up the display glasses and sold them to her! Included with the glasses, were non prescription replacement lenses all in a damaged box. She waited patiently. Paid full price, no health insurance cover and was blatantly lied to and disrespected. I am disgusted at how she has been treated.
I've been with OPSM for a very long time and I recently for the very first time ordered my contact lens online (all these days I did over the store). When completing the order it suggested 3-5 business days but when checking your online store no status update, always reads 'progressing'. So made a phone call to find out and found that it is 7-10 business days and not 2-5 days. Very misleading. Moreover, the person over the phone was keen to cancel the order, with no consideration or acceptance of misleading info posted online.
Good choice of product but terrible customer service
I decided to give OPSM a go after many years of dealing with another major retailer as OPSM offer higher end brand glasses. Happy with my glasses however the customer service was awful. For the huge price the glasses cost me, I won't be going back again. Treated like rubbish, staff have no interest in their customers.
Excellent customer service
We had the most excellent service at OPSM Belmont, Vanessa, Aaron and staff so knowledgeable and helpful, very happy with our new glasses, thank you
Prescription Sunglasses coating failed within two years. OPSM would not initially acknowledge Australian Consumer Law. Stuck to their limited period. Would not accept defective product manifested within ACL period. Said glasses had been subject to excessive heat. Not true. Only cleaned with OPSM product, never left in hot car or elsewhere. Hardly worn as my clear glasses bought same date have Transition lenses which are mostly used. Offer of 20% off replacement lenses cost of $880, then 50%, then when (seriously) threatened with Consumer Law ac...tion agreed to replace free. My eye script had changed from +2.20 to +2.25. Refused to make new lenses to current although probably cost no more. I have been customer (Westfield Chatswood branch) for about 20 years. With family have spent around $20,000. This is second such incident. First, bridge broken. OPSM said could not fix because of change from one to two screw fittings and no single ones anywhere available. Only option new glasses. So much for support. Trust lost. Customer lost. .
Terrible service and overall experience
OPSM made a mistake with order, failed to communicate, tried to hike up cost due to their mistake and had overall terrible service and poor communication about the order, WOULDN'T RECOMMEND
Side note attended different store and will had poor service
Bad Customer Service
Waited 30mins in store whilst consultant was serving another person in store. Optometrist came out with a customer and asked consultant to help him choose glasses and we were not acknowledged at all or asked if we needed help! Very poor customer service.
Worst customer experience I've ever had
Had been a long-standing OPSM customer but was recently treated very poorly in the Southland (VIC) retail store that resulted in me having to travel interstate without my contact lenses. The attitude and service level was the worst I have ever experienced. IT systems and record keeping appear to be very poor. Avoid at all costs!
I purchased Valentino in Rundle Mall the service was first class from Marc, Charlie and the team and I love my new glasses !
Looking forward to my next visit !
Customer service was excellent. Product was terrible
Great service and friendly staff.
My first time in 30 years of wearing glasses I had to buy plastic lenses since they no longer make glass.
The new plastic lenses have lasted me Just over 1year and they need replacing.
I have never had a set of lenses last less than 3years before.
For people who don't work in an office environment, I would not recommend plastic lenses. There are still some places that sell glass. It's cheaper in the long term.
Not very happy...
Got 2 pairs of glasses from the South Morang, Vic store and got talked into their new ‘digital’ Varilux lenses which are very expensive and supposed to be the best of the best. Turns out they aren’t - not for me anyway. A very small in-focus area in the middle of the lens with the rest being just slightly out-of-focus. This is not too bad when stationary but makes for a very disorienting and annoying experience when walking around. The staff were good and tried to fix the problem but to no avail. These lenses are marketed as being the ultimate ...in lens technology but they definitely aren’t in my opinion. If I had my time again I would have stuck with the old style lenses I’ve always had and which have been perfectly fine. Beware when buying these lenses!
Wonderful, knowledgeable staff at every point. Never tried to up sell me, in fact they said I didn’t really an option that I was considering so thanks for the honesty. Great with my 11 year old, had a broken leg at the time so brought a chair over for her and even adjusted the height to suit. Explained everything and answered all my questions. Gave me different cost options and what worked better with my private health. Over and above.
Poor Customer Support
I came into Sydney store because of extensive range of frames. I chose new frames without assistance, had a script from my optometrist. I specifically asked if I paid & ordered frames could they be sent to another local store for collection. After almost an hour, I paid and left. Five days later I received phone call my glasses had arrived. I informed the sales person that the notes were to send to another store for collection. This could not be done as the original sales person had not processed my BUPA details even though I had given him the ...card. After complaining to head office & assistant store manager I was told BUPA does not do prepayments! Rubbish! It is OPSM that does not accept BUPA prepayments so I would have to go back into the Sydney store. I have a copy of the receipt with the notes! Lied twice just to make a sale. Cancelled the glasses. Are BUPA customers discriminated against by OPSM? AND I paid in cash and still waiting for my refund!
If I could rate zero stars I would!
From the start this was a poor experience but after trying to get past that in order to get the glasses I liked - I still ended up with a completely terrible experience. Sadly it was every aspect. I had 4 different quotes. Was abused my one store. Went to another to to wait over a month for my glasses. Paid for high index lenses and got coke bottles - they said that is how day and make them... sent them back - put actual hi index lenses in them. Had to chase every week for an actual response. Then was told that I was the painful customer and th...ey didn’t appreciate me being upset with the delay. Still not right and they wouldn’t let me collect them without paying more money. And they didn’t fit them properly. Yet they are literally double the price of the other optometrist for the same thing. Sadly I thought I was receiving a better product but really I was just overpaying. Esp for zero customer service. Never again. Be warned
They could be the best if they changed the delivery courier..
I used to subscribe my contact lens for nearly a year but it was never delivered on time.
They were delay a month in average.
I emailed if they could change the courier partner but they did not want.
So I just canceled the subscription.
What a shame that they lose customer by their stubborn system and worst business partner.
Once they grab your money THEY DON'T CARE!
I was tested and prescribed 2 plastic lenses for my own frames.The price was $880. After waiting over a month, I tried them on, and I mentioned that I could not see clearly at a distance. They replied that I "needed to get used to them". I could also see strange blue halos around straight lines. I wore them for over 2.5 weeks, and nothing changed. I returned to speak to optometrist. He tried to tell me that my eyes had changed and it was not his fault. All he could offer me another pair of lenses at half price.
This was the 1st time I had tried OPSM and I will never use them again.
What a joke
Went into the local Warnbro store . Optometrist came out yelling and saying “no more customers” . Told by the lady at the counter best to just cancel you appointment . No chance to reschedule, just more time for me to leave the store . Left feedback online and still no response . Never going back again
Just great service
In the midst of a Pandemic and far from home, one of our glasses lost a screw. OPSM were excellent in repairing it. So impressed I made an appointment to get new ones for myself. Excellent service all around.
Went to OPSM Perth Mall today to collect glasses for myself and my husband. As soon as I tried mine on I could feel the left side was dropped and the arm on that side was well above my ear. I asked Travis to check it and he thought it was fine. He took them away to "adjust" them and came back - no change. Then he decided one of my eyebrows was higher than the other!! I asked the manager Brad if he thought they needed adjustment and he said "I wouldn't comment on a woman's eyebrows". FFS. Both men should be sacked.
My husband agreed they were s...
This was my first visit to Opsm at Chermside.Within an hour I had chosen my new frames and had a eye test.
Picked up my new frames last Thursday. The script was spot on the first time .I couldn't believe it as I often need a retest every time I get new glasses .
I will be back and highly recommend Opsm.So much to choose from and the staff were great.Great experience.
Questions & Answers
How do I post a follow up to initial review?
Good Morning Victor
Was this for a review you had posted here? Are you able to search that in your history?
OPSM Customer Support
I supplied OPSM with my contact details on 17/3/2021. Have not heard from them which suggests their expression of concern/interest was for show only
We can see that we contacted you via email and your response was the below "I do not think you can be of any assistance to me. I have made my decision to avoid OPSM in future. "
Due to this response your feedback was not lodged further to management as we respected your decision stated in the email. However if you have changed your mind now, please let us know and we will get management to contact you to discuss. Reference number is #249413
OPSM Customer Support
Hi I have just done my eye test in store and ordered my glasses on Tuesday on the receipt it says glasses expected to be in 18th to the 20th of March that is a very long wait just wanting to know is there a possibility of them coming sooner or will they be ready for collection between the dates on the receipt as I'm really needing my glasses
Yes it will be between that time frame, usually 7-10 business days or can take longer if script is more tricky.
OPSM Customer Support
Can you tell me why my history of purchases at opsm stores is not available to all stores? With COVID it is not as easy to visit previous stores. I was told yesterday that it could not be looked up.
Good Morning Kim
Thanks for your query I am sorry that the store was having difficulty accessing your purchase history from other stores, this is something our team are currently working in fixing at the moment. We will pass your feedback on and also follow up on when the central data base will be accessible again for our stores. We apologise for any inconvenience caused and will definitely look at how we can make this easier in future for customers.
OPSM Customer Support
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