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Prescription Sunglasses coating failed within two years. OPSM would not initially acknowledge Australian Consumer Law. Stuck to their limited period. Would not accept defective product manifested within ACL period. Said glasses had been subject to excessive heat. Not true. Only cleaned with OPSM product, never left in hot car or elsewhere. Hardly worn as my clear glasses bought same date have Transition lenses which are mostly used. Offer of 20% off replacement lenses cost of $880, then 50%, then when (seriously) threatened with Consumer Law ac...tion agreed to replace free. My eye script had changed from +2.20 to +2.25. Refused to make new lenses to current although probably cost no more. I have been customer (Westfield Chatswood branch) for about 20 years. With family have spent around $20,000. This is second such incident. First, bridge broken. OPSM said could not fix because of change from one to two screw fittings and no single ones anywhere available. Only option new glasses. So much for support. Trust lost. Customer lost. .
Terrible service and overall experience
OPSM made a mistake with order, failed to communicate, tried to hike up cost due to their mistake and had overall terrible service and poor communication about the order, WOULDN'T RECOMMEND
Side note attended different store and will had poor service
Bad Customer Service
Waited 30mins in store whilst consultant was serving another person in store. Optometrist came out with a customer and asked consultant to help him choose glasses and we were not acknowledged at all or asked if we needed help! Very poor customer service.
Both my Indian friend and I (Chinese) were looking to get new glasses.
As a previously "royal" customer (only have glasses from OPSM), I recommended walking into the OPSM shop in Tea Tree Plaza, SA, to have a look at what frames are out. So we were in the shop, Feb 2021, spent about 15mins trying frames from one to another.
My Indian mate went "it is strange, they have 3 staff standing chatting with themselves, no other customers in the shop, why didn't they come and greet us?"
I tried to easy him: "Don't over-interpret it, maybe this is how ...
Worst customer experience I've ever had
Had been a long-standing OPSM customer but was recently treated very poorly in the Southland (VIC) retail store that resulted in me having to travel interstate without my contact lenses. The attitude and service level was the worst I have ever experienced. IT systems and record keeping appear to be very poor. Avoid at all costs!
I purchased Valentino in Rundle Mall the service was first class from Marc, Charlie and the team and I love my new glasses !
Looking forward to my next visit !
Customer service was excellent. Product was terrible
Great service and friendly staff.
My first time in 30 years of wearing glasses I had to buy plastic lenses since they no longer make glass.
The new plastic lenses have lasted me Just over 1year and they need replacing.
I have never had a set of lenses last less than 3years before.
For people who don't work in an office environment, I would not recommend plastic lenses. There are still some places that sell glass. It's cheaper in the long term.
Third time lucky
Had eye test , picked frames
1 being readers
1 being every day wearing
After 2 weeks go in for fitting , my every day wear of glasses has the wrong script
Wait another 1 1/2 weeks pick glasses up , they have a defect in the glass.
The store assistant ( Mary) tells me third time lucky, apologies things happen?
Just spent $1000 dollars on a very disappointing experience , and a very crude response by the staff.
Definitely would not recommend as a lack of training and professionalism by OPSM
Not very happy...
Got 2 pairs of glasses from the South Morang, Vic store and got talked into their new ‘digital’ Varilux lenses which are very expensive and supposed to be the best of the best. Turns out they aren’t - not for me anyway. A very small in-focus area in the middle of the lens with the rest being just slightly out-of-focus. This is not too bad when stationary but makes for a very disorienting and annoying experience when walking around. The staff were good and tried to fix the problem but to no avail. These lenses are marketed as being the ultimate ...in lens technology but they definitely aren’t in my opinion. If I had my time again I would have stuck with the old style lenses I’ve always had and which have been perfectly fine. Beware when buying these lenses!
Wonderful, knowledgeable staff at every point. Never tried to up sell me, in fact they said I didn’t really an option that I was considering so thanks for the honesty. Great with my 11 year old, had a broken leg at the time so brought a chair over for her and even adjusted the height to suit. Explained everything and answered all my questions. Gave me different cost options and what worked better with my private health. Over and above.
Poor Customer Support
I came into Sydney store because of extensive range of frames. I chose new frames without assistance, had a script from my optometrist. I specifically asked if I paid & ordered frames could they be sent to another local store for collection. After almost an hour, I paid and left. Five days later I received phone call my glasses had arrived. I informed the sales person that the notes were to send to another store for collection. This could not be done as the original sales person had not processed my BUPA details even though I had given him the ...card. After complaining to head office & assistant store manager I was told BUPA does not do prepayments! Rubbish! It is OPSM that does not accept BUPA prepayments so I would have to go back into the Sydney store. I have a copy of the receipt with the notes! Lied twice just to make a sale. Cancelled the glasses. Are BUPA customers discriminated against by OPSM? AND I paid in cash and still waiting for my refund!
OPSM Bullcreek, WA: Just one staff to attend to all customer needs including fitting frames, billing, answering the phone, handle walk-in inquiries etc. I had to wait more than 30 minutes after my eye test to talk to her. Went to collect my glasses around 1.20 pm on a Friday and the store was closed as the only staff member has gone for lunch. I had to wait for 20 minutes. I feel sorry for the poor, overworked staff member, she was amazing.
If I could rate zero stars I would!
From the start this was a poor experience but after trying to get past that in order to get the glasses I liked - I still ended up with a completely terrible experience. Sadly it was every aspect. I had 4 different quotes. Was abused my one store. Went to another to to wait over a month for my glasses. Paid for high index lenses and got coke bottles - they said that is how day and make them... sent them back - put actual hi index lenses in them. Had to chase every week for an actual response. Then was told that I was the painful customer and th...ey didn’t appreciate me being upset with the delay. Still not right and they wouldn’t let me collect them without paying more money. And they didn’t fit them properly. Yet they are literally double the price of the other optometrist for the same thing. Sadly I thought I was receiving a better product but really I was just overpaying. Esp for zero customer service. Never again. Be warned
They could be the best if they changed the delivery courier..
I used to subscribe my contact lens for nearly a year but it was never delivered on time.
They were delay a month in average.
I emailed if they could change the courier partner but they did not want.
So I just canceled the subscription.
What a shame that they lose customer by their stubborn system and worst business partner.
Once they grab your money THEY DON'T CARE!
I was tested and prescribed 2 plastic lenses for my own frames.The price was $880. After waiting over a month, I tried them on, and I mentioned that I could not see clearly at a distance. They replied that I "needed to get used to them". I could also see strange blue halos around straight lines. I wore them for over 2.5 weeks, and nothing changed. I returned to speak to optometrist. He tried to tell me that my eyes had changed and it was not his fault. All he could offer me another pair of lenses at half price.
This was the 1st time I had tried OPSM and I will never use them again.
Rang the Customer Service line & was told the regional manger will contact me in 2 days & yet have not received a call.
They will not return scratched lenses that I believe were not scratched by me that are only two weeks old.
What a joke
Went into the local Warnbro store . Optometrist came out yelling and saying “no more customers” . Told by the lady at the counter best to just cancel you appointment . No chance to reschedule, just more time for me to leave the store . Left feedback online and still no response . Never going back again
Only for Rich people
I went to get my eye tested at Melbourne Central. The optometrist did check and x-ray of eyes which should be charged from Medicare. I was not even informed that it will cost $60 for eye x-ray and after the end of the eye test, the reception staff was like I owe $60. What a scam.
I wanted $0-$50 out-of-pocket as my Medibank covers $200. The cost of multifocal lenses with blue cover etc was $320 plus frame. Specsavers, oscar wylee and vision direct could offer two pair with similar things for under $100 out-of-pocket. Their lenses must be gold...
Just great service
In the midst of a Pandemic and far from home, one of our glasses lost a screw. OPSM were excellent in repairing it. So impressed I made an appointment to get new ones for myself. Excellent service all around.
Went to OPSM Perth Mall today to collect glasses for myself and my husband. As soon as I tried mine on I could feel the left side was dropped and the arm on that side was well above my ear. I asked Travis to check it and he thought it was fine. He took them away to "adjust" them and came back - no change. Then he decided one of my eyebrows was higher than the other!! I asked the manager Brad if he thought they needed adjustment and he said "I wouldn't comment on a woman's eyebrows". FFS. Both men should be sacked.
My husband agreed they were s...
This was my first visit to Opsm at Chermside.Within an hour I had chosen my new frames and had a eye test.
Picked up my new frames last Thursday. The script was spot on the first time .I couldn't believe it as I often need a retest every time I get new glasses .
I will be back and highly recommend Opsm.So much to choose from and the staff were great.Great experience.
No lens replacement/repair available for Ray Ban Sunglasses
I purchased a pair of Ray Ban New Wayfarer Sunglasses on 30/11/2020 from the Bowral Branch. Unfortunately I dropped them last week and cracked one of the lenses. On returning to the store I was first asked if I had purchased insurance, which I had not. The store assistant then told me that OPSM stores did not offer replacement lenses, but he would try to help me out. In the end my only choice was to buy a new pair, or prescription lenses at double the price.
I was not informed of this at the time of purchase. This is surely unacceptable for a product with a rrp of over $200. Also OPSM and the manufacturers of Ray Ban apparently have the same parent company, Luxottica.
Wish I'd read the reviews here before making the appointment
Not very happy with the service I received today Frankston OPSM.
Had an eye test, went in expecting to update usual reading glasses, left made to feel as though I was blind as a bat.
Pressured into purchasing glasses with multifocal lenses - never had this before.
No explanation of how these worked from the sales assistant who served me.
I asked for my script wanting to get a second opinion elsewhere.
Meanwhile, I paid $60 for a retinal scan which I don’t think I needed and when I asked for it to be emailed was told wouldn’t be emailed today.
Good Service but Greedy organisation
I have been with OPSM for 15+year and we spend $1000 every year. Their glasses come in protective cases taht make them bulky and unpractical. In the old days OPSM would add value by providing a more useful $2 soft case or a cloth bag etc. Now days not the case, NO more freebies with your glasses like the old days. Great product and service and you pay the price, but stop being so frugal and Greedy OPSM, does everything always need to be about profit?
Their customer service is terrible.
I have been with OPSM for years and order my contact lenses through OPSM online. My recent purchase at 12 December hadn’t arrived yet, the first time they sent it to WA instead of NSW and they shipped it again but not arrived yet and no one answers my emails and when I call they forward me to toll services which seems have lost the track of my purchase. I’ve been out of my contacts for a while and no one seems caring about this in OPSM online. If you can’t trust your delivery service, you lose the trust of your customers!
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