Reviewer Photos & Videos
Refused to send me a receipt
Ordered my glasses online and paid in full. Glasses were delievered without my receipt. I asked for it to be sent to me and each request I make is completely ignored and I dont know why. I have called them multiple times and emailed them multiple times and they also still ignore me. Its been more than two months since my order. Customer service is appalling. Ive been lied too each time I get a reply. I wont be shopping there ever again.
Bafflingly bad - defective glasses, customer service that could not be worse
At the end of 4-5 week ordeal filled with terrible customer service - featuring no notification of shipment, no tracking, OPSM not passing on my details to the shipper, and an attitude of nonchalance and lack of care from OPSM - I finally received my glasses.
Great right? Nope! They were defective - with an issue that would have been beyond obvious if there was any form of quality control at OPSM. Given they obviously have no care in constructing the glasses, I don't think I'd trust them to get a prescription right.
I tried getting a resoluti...on from their customer service team. They were shocked to hear about how bad my experience was and passed my case onto a manager. But no response ever came. I followed up, and was flat out ignored. It took over two weeks for a team leader to get back to me. Over two weeks. The team leader kindly offered me a complimentary pair of glasses. That was much appreciated. Except no order details, no shipping information, no tracking has been sent to me. It's baffling that one of the issues with my first order was a lack of shipping information - and when OPSM are trying to make it up to me, they do the exact same thing!
Zero Customer Service
The front office person on duty today has zero customer service abilities and talks to you like you are some sort of moron.
Stay clear of this branch.
OPSM Broome are unable to fit glasses correctly.. What you don't understand unless you have 30 words. Understand this - I have been back to OPSM Broome numerous times. My glasses are still digging holes into the back of my head. This needs to be fixed. I will be going elsewhere. Optometrist is fine. Girls in shop need training. By the time you get this right (if that is possible) I will need new glasses. I will NOT be buying from OPSM unless this is rectified today!
Well here we are how many months/years later still no response from OPSM, h...owever, they did have the audacity to send me a reminder that I need new glasses. Try contacting me to resolve (thought this was supposed to be a mediation?) NO CONTACT FROM OPSM WILL RESULT IN ME GOING ELSEWHERE.................................. With regards to your reference number system. It does not work. I have not been contacted by OPSM Broome. This has been going on since last October 2020. Obviously, my business is not important to OPSM Broome neither is my vision. It's all about the money.. Unfortunately, you are also wasting your time trying to assist this business. Good luck Product Review. I will be putting this online for others.
Avoid Norwood OPSM
Poor staff training - I've never encountered staff who are clueless about how to fit new frames and offered little advice on how to use multifocals. They were also clueless on how to use their own computer system so confusion reigned over the final amount owing.
Just spent over a $1000 on designer multi-focal spectacles that sit awkwardly on the face when all they need to do is adjust the nose-pads and arms of the frame to optimise my vision and comfort. Ridiculous.
Condescending and passive aggressive.
Both the front desk person and the optometrist were very condescending in speaking to me, and the optometrist was especially passive aggressive after I declined to purchase contact lens and frames from them on the day of my appointment. I had made it clear at the start of my appointment that I had just wanted to find out what my current prescription was and that I wanted to purchase frames from a direct seller. While the optometrist was very friendly and sweet during the appointment, their tone changed immediately at the end when I reiterated t...hat I would not be purchasing contact lens or frames from them. They then proceeded to scribble out their contact lens recommendations and nearly crossed out my prescription as they stated that I "could not be trusted to make the right decisions". While I was making the payment, the optometrist would periodically walk out to the front of the store to lecture me for "wasting their time" doing the eye exam (a service that I paid for) and about the "risks I was taking" by purchasing frames online. The person at the front desk also snidely added that "it sounded like I knew what I was doing" by making these purchases online. I had tried to leave this same review on their website but apparently it doesn't recognise negative reviews and crashes on submission. I was glassed in the face in 2014 and I assure you, that was less uncomfortable that this interaction at OPSM.
No Customer Service and No Product
I called the Roselands store to look into purchasing Men's Rimless high range Multifocal glasses. Was asked why do i want glasses. I was also told the store doesn't accept anyone to come into store at all. Doesn't have Rimless men's glasses at the store anyway. Apparently company policy is "See no customers" I would have happily got a negative covid test and am fully vaccinated. Seeing as you don't want to deal with customers then i will happily go to Specsavers. At least they will sell me something. I am 57 and have to change prescription every 2 years. Will remember this and never use them from now on.
Absolutely disgraceful! Avoid at all costs!
The way I was spoken to yesterday by a gentleman at the Clarkson, WA store has left me feeling sick to my stomach. I haven’t received a call to collect my order so I called to chase it up. I was told they didn’t have an order on record for me. I was confused but just politely asked if I could order again and I was told that because they have to keep sending orders of mine back I’d have to pay upfront. I told him that I hadn’t received a call from them which was why I was following up and he said that the store ALWAYS calls the customers. I rely on these lens to drive, work etc…and to be told that I was lying was too much!
Poor customer experience
I just had an unsatisfactory experience at OPSM in the Canberra Centre, ACT. I spent $1,000.00 upgrading lenses on two pairs of spectacles to a stronger prescription. I used my existing frames. In the past the service was good and I would be given spectacle cases and two cases. Perhaps an extra case for PR purposes. This time I assumed I would be provided with a glass case or two (for the two spectacles) which were to go in my shopping bag, but no. I asked for an envelope as I didn’t want the lenses scratched and reluctantly, very reluct...antly, was provided with a paper bag. I was given my old lenses back wrapped in tissue paper with sticky tape on it. Because I didn't buy the frames I was told I wouldn't be given the cases belonging to the particular brands e.g. Vogue and that OPSM didn't provide complimentary cases. I checked with Specsavers and they said they provide complimentary ones in the same situation. Are all OPSM stores now like this?
Had my prescription glasses less than 2 years. I've had to return to have screws tightened several times by store staff. Cracks have now appeared on my lenses obviously stress from repeatedly being tightened by opsm. Mangers solution.. "do u have a spare pair.. These need new lenses" I expressed that the only adjustments to the screws were by OPSM Port Macquarie. Manager [Name Removed]. These pics taken straight after Michael cleaned them yest.. Still dirty. Not good enough.
- OPSM Online Store
Absolutely done after too many chances.
I've been (unfortunately) using OPSM online since lockdown began last year. I continued using the subscription service when I moved to an address not near any stores. Every single time that a new delivery came around (and I'm not exaggerating), something went wrong.
It would go to the wrong address even though it was correct on my file. It took six months at the end of last year to receive a refund for the order they sent to an incorrect address. SIX MONTHS.
They wouldn't provide tracking information, and then it would take days to receive a...response from the offshore service centre. I would have to repeat myself over and over every time a new representative responded to the emails. I would get nowhere and it would take days just to find out where my contact lenses actually were.
Customer service was BAD!!!
There is no after service in OPSM Parramatta. Stuff was so mean tome when I asked to fix the frame didn't help me at all.
Promotion offering 20% of contact lenses is a complete rip off. Even with the 20% discount they are more expensive than every other provider! They then try and entice you with a subscription discount (still more expensive than 90% of providers) but the discount is not applicable to this price. Another prime example of an Australian company ripping off its customers.
Not helpful, money hungry for poor quality.
Talked me out of bifocals, bought two pair of glasses, one for close up, one for long vision. Worst glasses I have ever owned. I never remember to take both pair with me, often stuck with not being able to read. Plastic lenses, attract all the dust and dirt in the atmosphere, very hard to keep clean, scratch easily. Went back to ask about the bifocals and told it would be another $230 for them. Not helpful, money hungry for poor quality.
Not recommended!! Do not buy Oakley
I have had major issues tying to get replacement prescription lenses for my much loved Oakley sunglasses. It turns out that after visiting my local store and contacting their customer services that if OPSM no longer stock the frames they are unable to order replacement lenses. Not much help when your prescription has changed! Very poor customer service indeed especially when the glasses purchased were over $650 and the frames are in excellent condition. What should I do; buy a new pair and throw the old ones in the bin? Talk about environmental...pollution and unnecessary landfill. I would not recommend using OPSM for this reason and will in future I will be going elsewhere. Furthermore Oakley customer support have provided little assistance when trying to resolve the issue apart from asking me to contact OPSM. After many phone calls, I wrote this report which generated a response from the OPSM customer service team who advised me a team member would contact me. A day or so later I received a phone call from a very helpful lady by the name of [Name Removed] at a local OPSM branch where the sunglasses were originally purchased. She at first offered me the usual disgruntled customer discounts etc. which I declined. I proceeded to explain "All I want is some new lenses, that they are not antique, Oakley still make the frames. Why is it such a big issue?" She then agreed to contact Oakley on my behalf and as a result I have spoken with them (not the useless customer service team) who have agreed, without any drama or issue to manufacture some new prescription lenses to my specification. I couldn't believe how easy it was; a five minute phone call to Oakley; why the big drama from OPSM? In short... Nice work [Name Removed], I appreciate your help! OPSM's policies however might want reviewing by their upper management as their product support could do with some work.
Questions & Answers
Why should I pay more when I bought a par of RayBan frames and was not told that they would be engaged with the RayBan on them in the right hand corner now for me to get it fix up I have to pay $260 extra on top of what I have or ready paid I don’t think it’s right I have paid a lot of money or ready and I will never shop at opsm again I am very disappointed this is my first and last time with Tuggeranong ACT eye tested on the 21/4/21 got them in the post on the 14/5/21 I have eyewear Protection Plan and still have to pay $260 why
Yes Margaret you are right. They should have explain about whole thing specially about the price. I have a bad experience with them, too.
We are sorry to hear you have had a bad experience in one of our stores.
If you could please send us a private message with your best contact details so we can assist you further.
OPSM Customer Care
Do you price match on frames?
OPSM does not offer a price matching service in store.
However, you are welcome to contact your local OPSM store and our staff can help you with a quote.
OPSM Customer Care
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
Get an answer from our members and OPSM representatives
|Category||Online Shops and Optical Retailers||Physical Shops and Optical Retailers|
|Products / Services Offered||Contact Lenses, Eye Test, Prescription Eyewear and Sunglasses||Contact Lenses, Eye Test, Prescription Eyewear and Sunglasses|
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