Reviewer Photos & Videos
Can't order prescription lenses for glasses online
This is mind-boggling. You can order frames from their website but you cant order prescription lenses with them. Beyond belief in 2020.
Wrong script - third family member - what’s going wrong
Three family members have had their eyes tested and their glasses are wrong scripts. My dads glasses had two different lenses in one pair. My other half’s new glasses are supposed to be stronger yet he can’t see distance with new script but can with old glasses with so called less strength. My sister had to go back three times and still here are wrong. Some staff don’t adjust or clean new glasses just say they are correct
- OPSM Retail Stores
- Verified customer
Attended Perth store, explained i had to keep within a budget, after test was shown many options, all out of my budget, explained this to consultant who seemed very annoyed i was taking script to specsavers for a quote. Specsavers measured and quoted $600 cheaper and was in budget, when i picked up specs two weeks later lenses were out of focus, after much puzzlement they retested to find correct axis should be 86, OPSM script clearly stated 8!! Specsavers were good enough to remake specs to the correct axis (86)
The most worry thing is went ...
This has been the worst customer experiences I've had to date.
Bought a pair of Raybans online over lockdown. It arrived, the style didn't suit me so I took it into the local shop hoping to swap with another style. No manager on duty so couldn't do the swap nor could I leave the item - complete waste of an afternoon. I was told to come back the following weekend and so I did, only to leave with the package again saying I needed to return it back to the online warehouse - another waste of time.
I found the prepaid returns slip, stuck it on an e...
Read product disclosure for insurance
I went to OPSM thinking that they were the Leaders in eye care, I found their optometrists to be very knowledgeable and was hoping for a continued service. Once we done the test I was shown the range of eye wear and was basically rushed into picking a frame, also some safety glasses. However I was shocked at the price. But due to OPSM offering an insurance policy on the glasses at a reasonable price I accepted the price for the glasses thinking I would be covered. After a very short while the lenses deteriorated and I found I was having to wear...my old glasses sometimes. I unfortunately had an accident with my safety glasses and made a claim, not long after I was advised by OPSM’s preferred insurance company that they weren’t going to insure me anymore and without an explanation. I reached out to OPSM to find out why my overpriced glasses were not going to be insured but they never contacted me again. After contacting them again I was told that I should have read the Product Disclosure for the policy. I have never seen the product disclosure nor have they sent it to me highlighting what I should have read. In summary I have changed Optometrist companies to a company that has just as qualified optometrists and eyewear that is less than half price of OPSM. Also they have a better range and can fit me in for an appointment at very short notice. If people are looking for a great optical company then they should consider SpecSavers.
Customer for over 35 years and no complaints in the past
Recently supplied frames from another opsm
Store after having eye test and needing new script
A months wait and lots of excuses and still no glasses
We had an eye test, told we would be bulk billed, had to pay $120 for scans, not told about the extra cost until we were leaving. Be aware of the hidden cost.
Worst service & smart alec's
Well I went back to the store to have my glasses adjusted yet again (over 6 visits now). Still not right. What is with people just lunging at your face & grabbing glasses off your face. Shoving them back on, way too close to your face (which hurts). Ignorant. Please use your words. Its bad enough you have no training. Just having a crack. No idea what your doing. I would not even give you a rating of Terrible, but there is no lower choice on your selection. Wonder why!
Great optometrist but poor customer service staff
Be careful of customer service staff as some don’t do what is right for the customer and try to get you out of there as fast as possible. I was given the wrong prescription contacts lenses as they didn’t double check the prediction on the box before handing it to me and another time they changed my frames without telling me and tried to send me out of the store with poorly fitted glasses. When I brought up how obviously wrong they sat they pushed them onto my face to force them to fit instead of taking the time to properly adjust them like I ha...d asked. The only reason I paid extra to go to OPSM was because I thought the higher prices provided more trust in the process but this definitely isn't the case. Its a shame that particular customer service staff let the store down as the optometrist have always been great.
Awesome customer experience
I attended the Barkly Square (Brunswick) OPSM store today, and saw Jeremy Chan as my Optometrist. Highly recommend this Optometrist; he's extremely thorough and knowledgeable, friendly and efficient. Store manager was also excellent, with so many helpful recommendations. Came away from the store experience feeling completely satisfied with my purchase, and really impressed by the level of customer service. Great work Jeremy and team! Mike G
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...
Lost longtime customer due to terrible customer service
I have had a contact lense prescription with them for years, but had problems recently and after 2 emails and a phone call they had made no effort to resolve the issues I was having with their online portal, despite being told I was about to run out of lenses and a few days away from giving birth. So I have switched to specs savers.
My subscription didn’t get processed as usual and I did not receive any email notification. It said there was a problem with the payment method but the card is working fine for other things. After first email I was...told to change the refill date and the rest of my query was ignored, this didn’t work and I didn’t receive any system notification the refill had failed (again). I tried changing payment method - couldn’t do it either on phone or PC. Tried cancelling subscription to add a new one and it said it hadn’t worked (later when I checked again it had cancelled). I emailed back to explain that none of this had worked, and after 4 days hadn’t received a response. Finally called this morning and explained the situation, and the person I spoke to couldn’t help and said someone would call me in 15 minutes. Surprise surprise I am still waiting.
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...
Still waiting for a refund
I had to return my new pair of glasses as they did not fit and were too heavy because of my prescription strength. This is something I believe an experienced staff member should have foreseen and avoided. Unfortunately, I was unable to find a smaller frame as stock was limited because of covid. I therefore requested a refund. Whilst I was reimbursed I am still waiting for a refund to my health insurance and it has been 2 months. I have since purchased another pair at another optometrist but have been unable to claim through my health insurance because of the failure of head office to process the refund to my health insurance.
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!
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