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High end pricing with poor after sales service
After spending thousands on four Armani glasses in a few years I came for some adjustment to their North Syd branch, I bought the glasses less than a year ago, after a rude “Did you buy your glasses here?”, they guy quickly adjusted my glasses. I went home and took a closer look and they looked uneven, still. I then took them Back, they guy told me nothing wrong with them and quickly adjusted again. My glasses still felt not right, but couldn’t be bothered. Emailed OPSM and received standard useless response.
I then emailed some pics to 1001 an...
Lense pop out after 3months
Lense pop out after 3months very disappointed with frames ,glasses cost over $400 expected quality for that price ,worst part lense pop out while driving ,disappointed OPSM Ashfield very disappointed
This is a store that understands customer service, best manager ever.
In Hobart yesterday I was hoping to get my glasses repaired. I'm a pensioner and had broken the little notepad on two pairs. Walked into Specsavers and asked a young girl with zero manners and even less personality or customer service for help. She looked at the glasses for a millisecond and said no, can't do it and I don't have that size notepad. I said I have both notepads in my bag , She said "sorry, can't help".I walked on further and saw the OPSM store & thought It's worth a second opinion.. The manager herself, this lovely lady named Pam ...served me. I showed her the glasses and she said "I will try, not sure about the second pair, give me ten minutes".I went and had lunch, came back and she said "I have fixed them both, new notepads on both". I asked how much and was told, no charge. How amazing, and Specsavers, you will never get another dollar from me. Your staff are lazy, rude, ignorant and very bad at customer service. Everyone I speak to, I will remember to mention this as a great example of how to do something well & how to do it so badly..The funniest thing of all is that my broken glasses were from Specsavers!!!
lenses pop out the frame on nearly new glasses
lenses pop out the frame on nearly new glasses which I used for less than month only on weekends when I read books. I just put them gently on coffee table . I would not suggest anyone to buy glasses with no full frame.
I went to OPSM store really disappointed how bad fitting is but they just put new nylon tape around the lenses not willing to listen how unhappy I was .
don't buy Vogue VO4062B
Launceston , Tasmania
I was traumatised by the front desk lady.
Did the eye test. Bought a pair of glasses. Phoned to request a refund because I heard there’s animal testing by the brand. I wanted to confirm there’s no animal testing because I actually didn’t want to have a refund as well as I needed a pair of glasses.
The front desk lady had no idea that it’s possible that some company could test the lens on animals.
Then she said they were not doing any animal testing BEFORE she sent an email to her boss to confirm it’s true and HUNG UP my call. Then I went to the...
Excellent Service, Top Quality Frames and Lenses
Recently had my 2 yearly eye test and upgrade for new glasses at OPSM North Lakes, Queensland. Dr. Phil Tan gave me my eye test and he was simply awesome. Brian assisted me with my choice of Oakley Square Back titanium frames. These guys made the whole process of choosing my progressive lenses and frames so easy.
Dr. Phil conducted my eye test and was very professional. Thank you so much. Brian in the store was also very professional and stated my glasses would be ready with my new prescription progressive lenses in two weeks. Was so surprise...d to get them in just 6 days. and the quality is fantastic. I wear glasses all the time and these Oakley glasses and top level lenses are simply fantastic. Great service from the guys up at OPSM North Lakes. These guys were so busy on the day and Dr. Phil and Brian still made me feel welcome and the experience was so easy. I highly recommend OPSM North lakes in Queensland. Awesome!
Still waiting for my glasses
I ordered lenses at the OPSM Bagot House branch in Adelaide on 1 July 2020 with an indicated delivery date 19 July. Staff at the branch have been very professional (helpful, polite and knowledgeable). Regrettably, 6 weeks down the track I am yet to receive my glasses and, frankly, at this stage I am not sure if I ever will! On 22 June I was told they were in transit from Sydney and will arrive soon. When that did not happen, I was told I should expect them on 3 August. After the glasses did not arrive on that date I was told that the company...manufactures lenses in Thailand and my lenses failed to pass quality control upon their arrival to Sydney twice, hence, they are now being re-made for the third time and the OPSM cannot provide any timeline as to when they will be ready. If there was a 'no star' option to rate this organization it would have been my choice! Note, this comment does not relate to the branch where I made my order - it seems staff there have some challenges with what appears to be extremely poor internal company processes.
OPSM Earlville staff absolutely disgusting
Didn’t ask who I was, didn’t check her bookings, didn’t care about anything I said. Wouldn’t let me explain why I was 17 mins late after a 2 hour drive (a nearby car accident) Gave me the worst attitude, then starting raising her voice and told me to shut up and leave the store. When I tried to talk she put her hands over her ears and walked off!
Decent service, poor product recommendations
Staff are friendly at OPSM Perth. Measurements for prescriptions were accurate and proper, but the same cannot be said for the recommendations for frames.
I have a rather short nose bridge, which when combined with a very strong myopic index means that my glasses tend to be on the heavy and thick side. Even with reduced-thickness lenses, these still weigh enough to tip over and/or slide down when balancing solely on the nose bridge.
The previous optometrists that I'd always gone to would have a staff member go through their range of frames t...o find the right one. Not just one that looked right - it had to grip correctly, it had to balance correctly, and it had to take into account facial shape and structure so that it wouldn't just slide off at the lightest sweat or bump. Thinking that perhaps the staff at OPSM were similar, I took the shot seeing as they were the optometrists closest to work. Boy, was I wrong. The staff picked glasses frames that -looked- good. They didn't attempt to check the fit or grip around the temples or around the ears. Nose bridge fit was fine - but only with the placeholder light plastic lenses they have on the display items. When the glasses finally came, I thought that perhaps they would grow on me in time. No such luck. The lenses were poorly fitted to the frames. You could rock them from side to side and back to front while cleaning. The slightest bump would knock them loose and on to the floor. Slightest bit of grease on the nose bridge would cause them to slide down continuously throughout the day. Wearing headphones that fitted over ears? Good luck. After three months, I was completely fed up with these and asked if they could adjust them somehow to make them tighter around the ears. Something. Anything.
Dubious product quality
I bought glasses from OPSM about 1 year ago. One of the lens started to flake. I have been wearing glasses all my life, I have never seen this. I stopped by Specsavers to get advice. They said it was a serious defect and I should be able to get it replaced for free from OPSM.
At OPSM Perth (726 Hay Street), they told me the glasses were more than 1 year old so I should expect them to break down.
[Edit] I went to OPSM Claremont (9 Bay View Terrace). They look at my glasses and immediately agreed to give me replacement, since the issue is due to ...
DO NOT SHOP AT OPSM GLEN WAVERLEY MELBOURNE
If you don't have the patience to read the below story, the short version is: DO NOT SHOP AT OPSM GLEN WAVERLEY! The message is simple :)
My Tiffany frame just broke in half as I was wiping them clean in the morning, as it was my one and only pair, I rushed into the Glen Waverley store (where I originally purchased them from) straight away, hoping that they could help me out.
The sales lady at the shop asked: "What did you do to them?", I told her that the frame broke in half as I was wiping/cleaning the glasses. She told me that it was not...under warranty and my option would be purchasing a new frame. She told me the price of a new frame would be $440...I was quite disappointed that it wasn't under warranty and it just seemed really expensive to purchase a new frame at full price, she said she would offer me a "manager special" and gave me 10% off. I quickly looked up prices online and asked if she could price match because the same frame cost around $250-$300 from other online store, she bluntly said: no we do not price match. With doubts in my mind, I didn't proceed with her offer, I then drove to another OPSM store which was much closer to where I live, showed the store manager my broken glasses, he looked up my purchase history and told me that as I purchased them back in August 2018, my frame should still under warranty, he mentioned that it was up to the Glen Waverley's store manager's discretion if it should or should not under the warranty, but he believed that it should be according to what I told him. I told this store manager that I haven't had any positive experience with the Glen Waverley store since my first purchase back in 2018 (I've attached a photo of my complaint on facebook dated back to 2018). This store manager was really kind and offered me two options: to repair the frame by melting & glueing them back together for about $100 or to buy the exact new frame at $275 (and I will get 2 years warranty on the new frame). I chose to purchase a new frame. I spent over $1800 purchasing two pairs of glasses from Glen Waverley but over the years, they just kept on disappointing me by not only providing impatient and bad customer services but also trying to rip me off while the product could be replaced under warranty. Would I ever go back to OPSM at Glen Waverley ever again? You be the judge.
- OPSM Retail Stores
The girls at the sunnybank plaza store are so friendly and professional, I felt very comfortable.
I am totally satisfied. All 3 pairs of glasses are spot on perfect. I have a pair of glasses for driving. A pair for reading and a pair for driving
Friendly, knowledgeable, giving staff with high quality service and products
I love going to opsm. The stores are bright and beautiful with lots of quality stock. The staff are Friendly, knowledgeable, and giving with high quality service. I also find the turn around on my orders faster. Plus the optometrist went over and above to give me extra info -can’t recommend them highly enough!
My last two pair of glasses from OPSM became scratched and I was at a loss to understand the cause of the scratches. I still do not understand why they become scratched in a short period of time however, I must commend OPSM on their customer service. On each occasion they have replaced the lenses and the store manager at Tweed Mall was particularly helpful.
I went into the OPSM store at mill park plenty valley. Which I just came from the Specsavers store. Wow totally 2 different experiences. Specsavers didn’t let me browse due to covid 19 etc and were extremely rude. However OPSM let me browse as much as I wanted and he was happy to sanatize the glasses after I tried them on. I walked out with a pair of glasses. Definitely always going back to OPSM, never going back to Specsavers.
Awful in store and follow up service - North Sydney
I have been a client of OPSM Raymond Terrace for many years and have had nothing but top service from the staff there. Imagine me disquiet at attending the OPSM North Sydney on 16/6/20. The Optometrist [name removed] was professional but very indifferent. He took all my recent contact details as I had moved to Sydney in recent times. He told me that I would be contacted in 2 weeks with my new glasses. Having not heard anything I called into the store in the last few days. The guy there attended to request his name was not disclosed -...he was not at all friendly again he too had an indifferent attitude. He said they had contacted me , I checked my messages no contact from OPSM, I inquired which number had they used, and discovered they used an old landline . They had my mobile also on file but they did not follow up. He did not apologise for the error in fact left me with the feeling that it was my fault . My new reading glasses are OK . However I will be seeking either another OPSM Franchisee if OPSM at all in the future.
Have my doubts about OPSM
Have been with OPSM for a number of years. Had an eye test about 3 weeks ago. Still waiting for my new glasses. Guess they come from China? Also waiting for other tests but ‘machine is broken’ which seems to happen all the time. Still not fixed but I can go to other store? Give them the benefit of the doubt but it is getting beyond a joke. Can go to Bali and get new glasses within a few days.
Fine scratches in a pattern appeared within days
Within 3 days of receiving my $1,000 glasses, very fine scratches in a pattern appeared on my lenses. I have never scratched a pair of glasses or sunnies before and have actually kept them all (can’t bring myself to throw them after paying top $) 1st response from opsm was I should alway rinse my glasses with water first due to the dust in the area. That made no sense as my kids do motocross and have never scratched my Ockley sunglasses even tho the get covered in dust. 2nd time I enquired about the scratches, I was told by another staff member...it was due to the high temperatures up here and if leave them in the car it will damage the lens. If I was neglectful with my glasses then I would assume it was my doing, but I have never left them in the car as I need them on my face at all times, when I’m not wearing them they are always kept in the bag and in my case and always use the cleaning spray which comes with a new cloth each month. I am now wearing my last pair of prescription glasses as my new pair are blurry, they are 4 yrs old and guess what, not one scratch on them. I also was not offered insurance on the day, after spending $1,000 I certainly would of payed the $30 for it, so OPSM can’t help me. Not impressed, these lenses are bad quality and I can’t be the only one who’s complained. Which makes the crap excuses annoy me even more.
Visited Baldivis Opsm for my regular check. The test found I didn't need a new prescription but still pressured me into buying a pair of glasses as they were "free" on my health insurance. I asked if my previous expensive eye scan had changed, he said no idea as we don't have the scan it was last when someone else took over the practice.
Could not order contacts on line as their website is always down and was told it could take more than 3 weeks to receive my contacts if i placed an order through my local store. In the meantime How am i suppose to see? Not Happy
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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