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DO NOT SHOP AT OPSM GLEN WAVERLEY MELBOURNE
If you don't have the patience to read the below story, the short version is: DO NOT SHOP AT OPSM GLEN WAVERLEY! The message is simple :)
My Tiffany frame just broke in half as I was wiping them clean in the morning, as it was my one and only pair, I rushed into the Glen Waverley store (where I originally purchased them from) straight away, hoping that they could help me out.
The sales lady at the shop asked: "What did you do to them?", I told her that the frame broke in half as I was wiping/cleaning the glasses. She told me that it was not...under warranty and my option would be purchasing a new frame. She told me the price of a new frame would be $440...I was quite disappointed that it wasn't under warranty and it just seemed really expensive to purchase a new frame at full price, she said she would offer me a "manager special" and gave me 10% off. I quickly looked up prices online and asked if she could price match because the same frame cost around $250-$300 from other online store, she bluntly said: no we do not price match. With doubts in my mind, I didn't proceed with her offer, I then drove to another OPSM store which was much closer to where I live, showed the store manager my broken glasses, he looked up my purchase history and told me that as I purchased them back in August 2018, my frame should still under warranty, he mentioned that it was up to the Glen Waverley's store manager's discretion if it should or should not under the warranty, but he believed that it should be according to what I told him. I told this store manager that I haven't had any positive experience with the Glen Waverley store since my first purchase back in 2018 (I've attached a photo of my complaint on facebook dated back to 2018). This store manager was really kind and offered me two options: to repair the frame by melting & glueing them back together for about $100 or to buy the exact new frame at $275 (and I will get 2 years warranty on the new frame). I chose to purchase a new frame. I spent over $1800 purchasing two pairs of glasses from Glen Waverley but over the years, they just kept on disappointing me by not only providing impatient and bad customer services but also trying to rip me off while the product could be replaced under warranty. Would I ever go back to OPSM at Glen Waverley ever again? You be the judge.
Awful in store and follow up service - North Sydney
I have been a client of OPSM Raymond Terrace for many years and have had nothing but top service from the staff there. Imagine me disquiet at attending the OPSM North Sydney on 16/6/20. The Optometrist [name removed] was professional but very indifferent. He took all my recent contact details as I had moved to Sydney in recent times. He told me that I would be contacted in 2 weeks with my new glasses. Having not heard anything I called into the store in the last few days. The guy there attended to request his name was not disclosed -...he was not at all friendly again he too had an indifferent attitude. He said they had contacted me , I checked my messages no contact from OPSM, I inquired which number had they used, and discovered they used an old landline . They had my mobile also on file but they did not follow up. He did not apologise for the error in fact left me with the feeling that it was my fault . My new reading glasses are OK . However I will be seeking either another OPSM Franchisee if OPSM at all in the future.
Have my doubts about OPSM
Have been with OPSM for a number of years. Had an eye test about 3 weeks ago. Still waiting for my new glasses. Guess they come from China? Also waiting for other tests but ‘machine is broken’ which seems to happen all the time. Still not fixed but I can go to other store? Give them the benefit of the doubt but it is getting beyond a joke. Can go to Bali and get new glasses within a few days.
Fine scratches in a pattern appeared within days
Within 3 days of receiving my $1,000 glasses, very fine scratches in a pattern appeared on my lenses. I have never scratched a pair of glasses or sunnies before and have actually kept them all (can’t bring myself to throw them after paying top $) 1st response from opsm was I should alway rinse my glasses with water first due to the dust in the area. That made no sense as my kids do motocross and have never scratched my Ockley sunglasses even tho the get covered in dust. 2nd time I enquired about the scratches, I was told by another staff member...it was due to the high temperatures up here and if leave them in the car it will damage the lens. If I was neglectful with my glasses then I would assume it was my doing, but I have never left them in the car as I need them on my face at all times, when I’m not wearing them they are always kept in the bag and in my case and always use the cleaning spray which comes with a new cloth each month. I am now wearing my last pair of prescription glasses as my new pair are blurry, they are 4 yrs old and guess what, not one scratch on them. I also was not offered insurance on the day, after spending $1,000 I certainly would of payed the $30 for it, so OPSM can’t help me. Not impressed, these lenses are bad quality and I can’t be the only one who’s complained. Which makes the crap excuses annoy me even more.
Visited Baldivis Opsm for my regular check. The test found I didn't need a new prescription but still pressured me into buying a pair of glasses as they were "free" on my health insurance. I asked if my previous expensive eye scan had changed, he said no idea as we don't have the scan it was last when someone else took over the practice.
Could not order contacts on line as their website is always down and was told it could take more than 3 weeks to receive my contacts if i placed an order through my local store. In the meantime How am i suppose to see? Not Happy
Poor service From TTP store
Had a 1130 am appointment for a HR license eye test , when I phoned for the appointment I told the person on the phone it was for a HR license eye test , when I arrived at appointment I was told I had only a 30 min appointment and would have to come back another time for the rest which as I work away is not at all useful to me so now will have to phone around and also phone sa license to defer and have more time so thanks for nothing OPSM tea tree plaza will never use you again
Why book when walk-ins are the priority
I made an appointment to have my main eyeglasses examined where in one lens the transition glass was turning white. The warranty was honoured without issue, so I give OPSM full marks on that score.
However, in this day of Victorian stringency I was amazed that two walk-ins had priority over my booking. Normally, I wouldn't comment on this, but with the Victorian government so paranoid about COVIC-19 infections I feel I must. I had COVICSafe running, but did others in the store?
After a double length wait, bent versace arrive wth?!?!?
Waiting double time for glasses, ok... I sucked that up
But opening them upon getting home to see they are bent
Cummon... I spent over $500 on this and also bought two other pair at the same time (still awaiting delivery)
Great eye Dr,
crap opsm manufacturers!!!!!
- OPSM Online Store
Competitive prices with subscription but ultra unreliable with deliveries
1. Online checkout process is not clear with having to tick the check box confirming a valid
prescription for the contact lens order, that step is easily missed hence delay in dispatching order.
2. Most UNRELIABLE delivery service with TOLL with numerous times not leaving a card notifying that attempted deliveries were made so the item gets sent back to their depot. Link from OPSM confirmation email to track order only brings you to the main page of TOLL and not actual tracking information for the item provided. There were instances that th...
Bent my Frames to abnormal proportions
I purchased a $750 pair of glasses from OPSM just over a year ago (Feb 2019). The Frames since purchased have warped terribly so i went in to have them re-aligned 2 weeks ago(Chermside Shop). They are now a lot worst with the arms bent to outrageous proportions, to the extent that they are no longer wearable let alone usable. Obviously they cannot repair/undo their work (bending) and should simply replace my frames. I am returning to their shop again today and will update my comments after my visit....stay tuned!
Expensive, low quality scratched glasses
I purchased a pair of glasses from OPSM in November 2019. Four months later the lens are completely covered in scratches! Including a couple of wide scratches where it looks like the slightly coloured lens coating is coming off. At a cost of $609 I think this is completely unacceptable. I treat my glasses well and know that this is not related to poor treatment or general wear and tear. My previous glasses (not from OPSM) are now 3 years old and don't have any scratches on them! I think OPSM must be using materials or lens coatings that are not at all scratch resistant? I'm so disappointed! I wish I'd seen the similar reviews here prior to shopping at OPSM.
- OPSM Retail Stores
Four mistakes / 8 weeks for a simple lens
I took in a pair of my own frames ( nice French designer ) to have a very simple lens prescription fitted. I chose OPSM because they had a good reputation and I wanted my frames to be looked after. The OPSM quote was at least 50% higher than Optical Superstore but I assumed that higher quality materials/better service would apply.
A Summary of this Experience with OPSM
*In 2 weeks a pair of glasses came back with completely the wrong frames - no one had checked that the right order had arrived - no apology
*These were returned and after the ...next 2 week delivery date passed I was given the runaround for an extra week and worked out that they were keeping from me that my nice frames were lost. *At this point I was so annoyed by the way the Store Manager was failing to address both the first mistake and that my frames were lost and late, that I asked to speak to the Regional Manager. He handled the situation well offering me a refund of the gap payment and my glasses turned up a few days later. *HOWEVER, there was another mistake and the lenses were incorrect. Progressive lenses were fitted even though I specifically said no when asked. Totally unwearable because my distance vision is almost 20/20 and I couldn’t even use the reading side. I’m not convinced it was even my prescription.
Outrageous price and zero service
Today I went to OPSM store on Rundle Mall to get a quote on lenses. one young lady quoted me nearly $1000 for a pair of lenses only. it is utterly outrageous.
even worse, I did an eye test in Dec 19 at this store and took me nearly an hour. The staff forgot to store the reading prescription on the system. now I have to do another eye test.
I will never go to OPSM again. they simply want to rip off customers.
Didn’t recieve my contacts
Didn’t recieve my contacts, OPSM say it’s my fault and won’t give me my money back over $100. I’m new to the country and an awful first experience. Will never use them again!!
Worst customer service experience
I received an order notification email from OPSM yesterday which was placed by the system with autofill subscription plane. But the address in the order is incorrect as I have recently moved. Emailed the customer service but was told the order has been dispatched (but I haven’t received a dispatch email) so they can’t do anything about it. Rang the customer service and the lady from the customer service pretty much told me if I had contacted them earlier then they would have been able to help me (but I emailed on the same day I received the ord...er notification and rang the day after), she gave me the tracking number and told me I need to track down the order myself. I rang the carrier - Toll and their system happened to just been hacked last week and unable to help me too. Now I am left in limbo as no body can help me and I am getting charged for the goods that I will likely not able to received. I am in terrible distress all because of their autofill subscription “service”. They sell it like it’s meant to make their customers’ life easier but it seems like all they care about is the auto sales that involve and don’t seem to care about helping their customers!! Beware if you have an autofill subscription! Massive scam!
After several pairs of glasses have just had the worst customer experience at OPSM Cairns Central. Went to collect new glasses and they were wrong, I was seeing double vision. Was explained that someone had entered the wrong data but how can I trust their eye test and service now?
Decided to cancel the order, but instead of being refunded my $200 deposit have been charged another $200.
So am out of pocket $400 and no glasses.
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.
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 ...
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!!!
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!
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.
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.
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.
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