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
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
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".
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!
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
- Verified customer
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
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.'
Don't waste your time going to OPSM Hoppers Crossing in the Werribee Plaza. They are hopeless. Specsavers in the same complex however are great. They have great service and prices and use the latest technology for a comprehensive eye test . And no, I don't have any vested interest, just going from my experience.
Excellent service and advice
I've been visiting OPSM on Hay St in Perth several times over the last few weeks and I have experienced great customer service and assistance.
I went to OPSM to see the Optometrist there about managing an eye injury receive from playing tennis. I was looked after well and was surprised to discover that all my visits were to be bulk billed to Medicare.
The care and advice I've received there has seen me through to a complete recovery and I highly recommend the Hay St store and staff.
Visited for eye check yesterday. After testing I was informed I needed to pay $49 for an additional contact lens fitting. I asked for the script but was told I needed to try different scripts to get the right lens. She stated she only had the glasses script. I have never had this answer before and felt it was money grabbing to get me to buy lenses from them. OPSM price is double what I can pay on line. Then I asked if glaucoma test was ok. She told me l need to pay for this test but had told me earlier my pressure was on the high side of normal. This is rubbish OPSM. An eye test should include the Glaucoma test like at other places. Very disappointed at the money grabbing attitude/policies of OPSM.
- OPSM Retail Stores
- Verified customer
I got an eye test done - booked the appointment online which was super easy to do. The test was fast & answered all of my questions. Resulted in me needing to get glasses which the retail assistant was super helpful. Purchased & had them arrive within a week.
No issues with the contact lenses but OPSM’s customer service is shocking, they took no responsibility for ensuring the product reached me. The first order I placed took two weeks to be delivered due to their logistics provide being mysterious unable to deliver to a CBD apartment building with 24 hour concierge. I gave them another chance as I reasoned it could have just been a bad experience with the logistics provider. However I experienced the same issues with my second order; when I contacted OPSM they took no responsibility and really didn...’t seem to care if I got the package. After three weeks without delivery (they stated 2 working days for delivery) I requested a refund. They granted the refund but 10 days later I’m still waiting for the refund to be processed and no one will respond. With many other providers to purchase contact lenses from don’t put up with OPSM’s shocking service.
Terrible Customer Service
Sent out an order and charged me for it after I had cancelled my subscription. I no longer live in the country but they refused to refund me until I returned it to them. When I told them all of this, they said that they did try to cancel the order and I should be grateful that they tried as it is not company policy.
Dont use this company
Your company has ruined my eyes and just choose to ignore it. Your state manager finally called me about 4 weeks ago and that was a joke too, instead of saying come back in and we will try and rectify the problem all he said that IF i decide to go back and have another eye test that he will instruct the store to take more care. The entire issue is that you have given me multi focal glasses ( which I prefer ) but you have put Prism in them ( all research shoes that Prism is NOT to be used in multi focal glasses ) so now my eyes trying to adjust ...all this time ( even though I have complained for nearly 2 years or more ) have gotten so bad and all your company did was refund my money and told me to keep the glasses ( about 2 years ago ) but without trying to fix the problem and their mistake. I will take this to a current affair unless you fix this problem you created at no charge and I will also seek legal advise on the damage your company has caused to my eye sight.
Made in China
Ordered and paid top dollar for multi-focals, only to be told there will be a delay because lenses come from China and currently trade borders are closed between them and America. Why not made in Australia considering the cost?
Knox City Service!
I came in to the Knox City OPSM tonight 25th April to collect a pair of prescription lenses and frames around 7pm and I have walked away upset and extremely disappointed.
When i was shown the glasses made for me i noticed i had not received what i asked for. The frame design I asked for had bent arms on the display model. I was re assured many times that on the pair being made for me the arms would be straight as i had requested as i don't find the curved comfortable. The sales member who organised this for me a week ago reassured me many time...s they came stock standard as straight and the reason the ones on display were curved was from customers playing with them and damaging them over time. the pair i received were curved. Secondly my prescription was incorrect, I couldn't see anything clearly out of them beyond 30cm. i had requested lenses i could use for driving at night and sitting at a computer to sharpen the image and also stop my eyes becoming tired quickly in both cases. i specifically had an "anti glare" for driving and a "blue light filter" for the computer screen applied as suggested by the sales member who i originally saw. when the first staff member i saw tonight realised there was an issue I was passed onto a "senior staff member" to handle the problem. I'm sorry to say, this lady was completely uninterested, very blunt and flat. For a staff member who is working double pay on Anzac Day and starting at 1pm six hours earlier I would expect much brighter customer service than what I received. her eyes were bright red and she looked and acted like she hadn't slept. She bluntly told me told that the prescription was only for reading glasses, though i had requested from the sales member a pair combined for driving and the computer and was going totally from the information the sales member had given me. The way i was treated by the senior staff member tonight in attempting to fix these small issues was incredibly unhelpful and a little offensive. I tried to explain to her what the sales member told me and the points she had sold me on and the things i had requested and the responses i got from her were incredibly patronising and uncaring. The look of disgust on her face throughout did nothing to help the experience. even a single "sorry we stuffed up and wasted an hour of your life" or "sorry you've misunderstood how lenses work" would have helped but all i received was patronising rudeness and a throwaway "just come back another day" as though i have all the time in the world to drive around.
No script in my glasses.
I am furious. I had my eyes tested a few years ago which resulted in needing “reading” glasses. I have an issue with focusing and getting headaches from reading. I was still getting these bad headaches even after I had my glasses and looked into other possible issue. 3 years later I get my eyes checked at specsavers and they ask for the old pair of glasses, i am then told, that one side has no script and the other had the tiniest bit that wouldn’t make a difference. Why was I sold glasses with no script? Disgusting seeing as they cost around $300. I will never go back here or recommend to anyone.
Adam B.Greater Melbourne (Metropolitan), VIC
- 2 reviews
Easy preview - I liked it
I like the images and technology running on the online store. I feel comfortable making a choice from the website alone. I live a fair way from the larger OPSM Hub's so its good to be able to shop the whole range.
The reviewer stated that an incentive was offered for this review
This is a review about OPSM online only
I ordered and paid $200 online for contact lenses on 28 March. I got an email saying the order would be “delivered within 4 to 6 business days”. There was no confirmation of the order having shipped a few days later, so I contacted OPSM to ask about the lenses. I was told they are not available. I don’t think I would have been told that had I not followed up. I also didn’t think it was okay for companies to cancel your order after you’ve paid - surely payment means we’ve entered into a contract.
Anyway, so I ordered more lenses (the ones I usua...
Delivery takes forever!!!!
Ordered contact lenses on the 20th and its still processing. Website say 3-7 working days. It's been a week and I badly need new ones. OPSM should clarify if its 3-7 processing days + delivery time or what... Also, the first time I ordered same thing happened except the lenses were defective. Had to send it back then re order again. Not happy at all.
Questions & Answers
I have a pair of versace long distant tinted glasses only 8 months old and the rivet fell out of the arm. I took them to rockingham store and told assistant its a rivet not a screw. She said same thing and put in a screw with nail polish. Not the same. What chances of the screw falling out. Not happy as these are not a year old.
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.
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?
OPSM Customer Support
Please send your details to this email firstname.lastname@example.org and just copy and paste the subject of this conversation. We will respond with your reference number and advise further from there.
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???
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?
OPSM Customer Support
Thanks 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.
Can you please reply to our private message sent through, to confirm your contact details. Thank you and hope to hear from you soon.
OPSM Customer Support
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