Reviewer Photos & Videos
At first customer service was great.
Then my frames were shipped off for new lenses.
We were told they would be 7-10 days.
2 weeks later I called for an eta, and was told they sent them to the wrong place and would be an extra 7-10 days.
I called again 2 weeks later to be told that they lost my frames.
They told me to wait another 7-10 days as they had the get me new frames.
Not impressed that 7-10 days turned into 6 weeks!!
I have to wear my glasses all day everyday to be able to see.
Then when we collected the glasses, we were never offered a discount or an apology!
This is not acceptable.
Appalling customer service
I got my glasses done at OPSM in Werribee and the lens prescription was wrong so I went to OPSM in Watergardens and they basically told me it was too much of a hassle to bring up my details on their computers and that I should go back to Werribee. I decided to call OPSM in Melton as it is closer to my house. Over the phone I explained what had happened and they told me not to worry and to make an appointment with them. I had an eye test and at the end of the consultation, they told me that I had to go back to Werribee because the glasses were u...nder guarantee in Werribee and if I wanted to get them done in Melton I had to pay full price for the lenses. They could’ve told me this over the phone and saved me a trip. Appalling customer service and policies. I have never had a problem with Specsavers or any independent optometrists in the past. I will definitely not be going back to OPSM or recommending them to anybody I know.
Disgraceful. Took $200 and told to go to civil court if I want my glasses
Optical store visit for eye check and paid $200
Optical store visit two collect glasses - blurry
Optical store visit three and glasses still blurry
Optical store visit four to pick up glasses and... (some 15 phone calls)
Patiently waited 30 minutes for service at counter whilst staff were inefficient (gossiping with customers)
Manager told that I already had my glasses. No.
She then told me that the order was cancelled. No.
I told the manager that I had already paid $200 for glasses 6 months ago
She told me that I had not paid for any glasses.
Manager would not ask other staff in the store if they would intervene ...
Personalised customer service with Outstanding aftercare
I have been visiting OPSM at 233 Collins Street, VIC for a few years now. I have a difficult script and can not speak highly enough of this store for their end to end service. Having worn glasses for over 50 years I can vouch that the eye test is thorough. The staff listen to what style you are after and guide you to good choices to suit your script and lifestyle. I have returned to the store for frame adjustments after purchase and the manager and his staff are always more than happy to help to resolve any hiccups. I don't like having to choose new glasses due to my script which makes choices limited, however, at OPSM 233 Collins Street it is always a pleasure. Thank you.
Customer care never respond, product not arrive
Multiple emails sent to customer service since the 26th Dec with no reply. Customer service on the phone did not help and did not follow up and query. Product did not arrive.
Very unprofessional customer service
I had a bad experience with opsm , they had an online offer 20% on contact lenses and as we are customers my husband Passed by the shop to order his contact lenses, the lady said yes all good come next week to pick up and pay, but by next week an other lady didn’t accept to give him the 20% and she made him pay full price, however after only like 4 days was again on 20% off because it was Boxing Day. It was their fault Just she decided to change her mind, we could’ve order it online and get the offer.. I also went to get a glasses from there ...and she wasn’t intrested and rude, even though they are on sale she said I can’t give u any sales if u paying on after pay !!!! Definitely will never go back to OPSM they also lost my husband as a customer, and we also notice how much more expensive they are from different places!!!
Customer care as useful as Mr Clippy in Microsoft Word
- Had an OPSM contact lens subscription.
- I wanted to delete an old address attached to my subscription. I already have a new address attached to my subscription. Their online account management interface did not allow me to delete the old address, telling me I need to remove it from my subscription which I obviously already have since I have been receiving my contacts to the new address since August.
- Sent an online enquiry asking why I can't do so and how to remove my old address.
- On 18/12/19, Kay from OPSM AU Customer Care Team respond...
Impressed with the Services at Top Ryde Shopping Centre NSW
I changed Health Fund and OPSM has an arrangement with the "New" Health Fund for 20% discount. Prior to this, I was always under the impression that OPSM frame and lens are usually more expensive than "others". I was impressed with the efficient Services provided by Sherry S from Top Ryde. She patiently sourced the "last" pair of Italian made titanium frame which I found on-line in the OPSM website, and had it delivered to Top Ryde Store. The cost of the frame was extremely reasonable, with progressive lens, the total cost was within $210 gap f...ee. The spectacles was ready within a week and it fits "right" for my sight corrections. If one needs to compare the cost from my previous long-term Optical Company, which also has 20% discount arrangement with my previous health fund; with similar lens and frame, there was very little difference in the Gap Payment on my part. Certainly will be a return customer to OPSM Top Ryde. 10/10 customer Services and cost. Very Happy "Jan"!
OPSM Belconnen Canberra
Today when I walked up my one eye was very painful and I need to see the Optometrist right away. I went their early at 8am but the store still closed. I have waited for an hour to see the Optometrist which I trusted more. Sadly to say that the Optometrist told me she can't accommodate me because of other patience. I understand that, but the pain of my eye is hurting/killing me. Then I went to SPECSAVER in Canberra City - they are very busy too. But the Optometrist is very kind to accommodate me because of my pain. SPECSAVER in Canberra City were human they understand people needs very well. Thank you so much for rescuing my painful one eye. God bless your company and more power to you!
Crazy amount of reminders for a checkup....
Went to OPSM Macquarie, experience was good. But then the reminders started. Several SMS, emails started coming, and now letters in the post! All for a checkup!!! Have asked them to stop, but going by other reviews with people saying the same thing, they probably won't. It's utterly ridiculous to be hounded by OPSM demands. I'm sure if they could send the Police around, they would! If you go here, give them ONE form of contact only, don't hand over your email, phone number and address as they will abuse it.
- OPSM Retail Stores
- Verified customer
ALWAYS BUY FROM OPSM
I always buy my glasses from OPSM. I know they might not be the cheapest but service and profession really matter. This time I went to macquarie st in the city and really enjoyed the experience.
Eye Glasses Still Not Right
I have been going to OPSM for years and generally find them very good. Recently I had my prescription updated and was told that it could take some time to adjust because they are multi focals, but two weeks later I am really struggling. I am told my presciption is correct but I am still suffering balance and vision issues and I need to have my husband to hold onto just so I can get around safely. I feel like my concerns are not being taken seriously. This is my safety we are talking about. Very frustrated.
December 19th 2019 Update: Diff...iculty with New Glasses I have had multi focals for years but recently I had my prescription changed to much stronger ones and after two weeks I am still having problems adjusting to them. I have explained my difficulties to the shop and they insist my prescription is correct. I am getting really frustrated as I don't think my safety is being seriously. My balance is off and I have to rely heavily on my husband to help me get around. I have never had problems with multi focals before. I think being continually be told that my eyes will adjust is no longer good enough.
A few months went into OPSM Brookside for eyetest which required an upgrade to new glasses. I have one eye that is long sighted and one eye short sighted so I needed one pair for long sight and one pair for short sight. Went back a few days later to collect glasses and it was like I was putting on magnifying glasses. Everything was huge and moving my head made the room swim. I was advised to be patient and give myself time to adjust. I tried for over a week but could not cope with them. My head was always swimming and I felt dizzy wearing the...m. Took them back and had them checked and a different Optometrist said that they had had a 'prism' added to them but they couldn't really work out why. So off they went to the lab to be remade. It is now almost two weeks later and I have phoned them at least three times and been in there twice since, trying to find out where my new lenses are. (I still have the old lenses in the glasses). Out of at least 5 communications I have had only one follow up call back. The 'killer' was on Friday when I went in I was told my lenses were 'in transit' and might be in that afternoon. Nope they weren't. So I asked where they were 'in transit from' and was told either Thailand or China!!! I can't believe that OPSM have to send overseas to have lenses/ glasses made. I am now expecting that if and when they do finally arrive that there will not be anyone in the store with the capability of removing the old lenses and inserting the new ones. One thing is for sure, once I get my glasses back, and I can see out of them, I will not be going back to an OPSM store.
Not happy Jan
Firstly, let me state that I have been most impressed with the quality of eye testing at my local OPSM store. The staff in this department have never been anything but professional, efficient, caring and friendly.
Re the purchase of eyeglasses and continuing customer care - well that is a different story. After paying a considerable amount of money for my last two pair of reading glasses, I was most dismayed to note the rapid deterioration of both pairs with regard to the protective coating. When I took the first pair back to my local store, ...I was told that nothing could be done as I was a few weeks out of warranty. So I promptly arranged for another pair, was told to bring them back straight away if I noticed any problems with the protective lens coating and paid out another large sum of money. When I took the glasses back to the store today, I was told, that yes, my concerns about the protective coating were justified but nothing could be done (yes, I am still in warranty as the glasses are less than 18 months old) as the film is apparently lifting due to the fact that my glasses must have rolled forward, causing a slight scratch on the lens!!! Suffice to say that I have been extremely careful and vigilant with this pair due to the problems with the previous pair. Also suffice to say that I am am most displeased that the protective lens coating on both pair of glasses has been most problematic, to the point where I could not even see out of the original pair and this pair is obviously going the same way - with little care and no suggestions from the staff members on either occasion. I might add that I have ordered at least 6 pair of eyeglasses over the years and have only ever had a problem with these 2 pair ordered through OPSM. With this sort of customer care and quality (or lack thereof) of products, I am hesitant to return to OPSM.
NO Customer Service
Ordered 2 boxes contact lenses, the parcel has been shipped without any tracking information. I want keep an eye on it since I will be on vacation soon. Called the customer service twice but no one answer the phone. Left a voice message no one call me back. Sent emails twice and no response at all. Sadly, I should read online reviews before making purchase. Don't order from OPSM online and do not waste your time and frustrate yourself.
Dilemma fixed - great service
Thank you to Rebecca @ OPSM Charlestown. RH arm broke off my expensive "Ralph" style multifocal glasses at work. Glasses were purchased < 12 months. Within few hours received SMS advising replacement frames ready. Very helpful & considerate to my needs.
Exceptional service equals a very very happy customer!
Id like to say a special thanks to the team at OPSM Macquarie St in Sydney, most especially Rose and her exceptional customer service. She is always so helpful and provides a truly objective view - recommending frames I would not normally consider - I end up feeling fabulous with the new look! Thanks Rose, you are an absolute gem! I have followed Rose to the Macquarie St store - it has such a great vibe and gives you the time to look around at all the options. Although I have had to move to extended desk lenses, Rose makes the transition so easy! Thank you!!
Bad after sales service.
Sat in store at a Charlestown NSW for nearly 15 minutes waiting to be served by one of three sales people that were up,at the rear of store just chatting to each other and no one else in store but me.When I got up to leave thats when I was asked if I needed help,a bit late I thought.Thus is when I offered the make salesman a bit of advice in looking after their customers as I had just spent nearly $800 on glasses last Thursday. The prescription sun glasses that I drive with were not good made me feel dizzy,but the other clear ones are fine.This is when I left without getting my issue resolved.OPSM is sad.
Not what they used to be
I have always purchased my eyewear from OPSM. Spent thousands. Have always recommended them over the competition.. sorry but we have now broken up..
A few weeks ago and $580.00 later for new lenses i was presented with my updated glasses. I asked where the glass cleaning fluid was..i was told that i would have to purchase it..i don't want to deal with mean people..
Worst customer service and online experience
Ordered contact lenses from Opsm a few times online , every time have had issues with their ordering from wrong lenses being sent , charging my credit card twice for one order , receiving stock that expires in a short time frame . Customer service a rude and d not want to correct any issues as that would require them loosing money !!!
Questions & Answers
I purchased two pairs of prescription raybans at your Warwick store on the 04/01. As of today 07/02 I’ve noticed my sunglasses have already scratched on both lenses in two separate places. I’ve been ridiculously careful with them and I’m just wondering if they are supposed to come with some kind scratch resistance as they were something like $650 in total the majority of which was for the lenses? If I could take them but I’m outside of the 30 days.
Thank you for your feedback and we appreciate you taking the time to let us know of your experience.
Can you please private message your details so we escalate to Higher Management, who will reach out to you to discuss this further?
OPSM Customer Support
My glasses arm broke off where the bottom hinge is slightly bent and the screw fell out which I wasn’t able to find it so I’m wondering how much it costs to get it fixed at the store where I bought them if I don’t have warranty? These glasses are just a month from when I bought them.
Thank you for contacting us. We recommend dropping into your local branch to have the glasses assessed first so they can advise you further steps. Please let me know if you need any further assistance.
Opsm customer support
I felt being ripped off after doing eye test with OPSM Burwood. The optometrist has verbally confirmed with me that no charges on contact lens eye test before the test. However, I was told that I need to pay $49 on the test if I don't purchase contact lens from them. Surely Medicare covers the expenses of eye test on eligible patients every 2 years and I haven't done mine for nearly 4 years. Secondly, my retina test needs to be charged $60 but it is free elsewhere in other optometrists. Feel extremely disappointed with a deceitful service and would keen to escalate this issue to relevant authorities to sort this scam out.
Hi Michelle. I was simply putting in a product review. I am hoping to have my prescription reviewed and that it will rectify my situation.
Thank you for your feedback and we appreciate you taking the time to let us know of your experience.
Can you please private message your details and we escalate to Higher Management, who will reach out to you to discuss this further.
OPSM Customer Support
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