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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 !
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
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!
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.
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!
Three months of severe headaches and SPAM
I went to get my yearly prescription glasses and I had my eye test as usual and got the results (It was a casual/replacement optition) I got my new glasses and a week or so later had headaches start, I never knew what was causing it. I got my prescription and work paid for safety glasses for me. After a few months of headaches I visited the doctors and then another optitian. It turns out I had totally the wrong prescription. Took it on the chin $$$ Now they spam me, click unsubscribe and they keep coming. type stop on the texts it says I am unsubscribed only to receive more. One customer who will never ever revisit.
Lack of genuine care and lying staff
I am leaving this review on a public forum after trying to bring this to OPSM's attention, but a lack of response from my initial email complaint from about a month ago shows that they simply do not care. I have tried calling their customer care number, but have been put on hold for a long time.
I called OPSM Balmain on the Sunday 29th of November to try and book an appointment for my elderly mum, who had a very irritated and sore eye. I work as a health professional, so I wanted my mother to see an optometrist as they are my colleagues. Mi...nd you, this day was when it was 40+ degrees in Sydney. Upon calling OPSM, I spoke to [name removed], and I tried to explain the situation to her. She told me they were fully booked, and to try somewhere else. I tried to see if she could be squeezed in and that we didn't mind waiting. I didn't want to take my mother to a hospital with COVID lingering, nor did I feel like it could wait until tomorrow. [name removed] refused for us to be booked in, again citing a full appointment book. She was not sympathetic towards my mother's eye, nor the circumstances of her having to travel to emergency department on a hot day and wait hours for her eye to be attended to. We ended up seeing another optometrist in the area, who was kind enough to squeeze us in. My mum had a very serious eye condition, and if we had waited any longer, she would have lost her vision. By chance, I was looking for appointments at other OPSM's on their website and I found that OPSM Balmain actually had bookings available that day at 2:30, 3:00 and 3:30pm. I have attached a photo as proof. The optometrist working that day was [name removed]. Now I was quite upset and shocked at this. To be certain that there was only 1 [name removed] working that day at OPSM, I called back OPSM Balmain at approximately 1pm, spoke to someone else (can't remember who), and they confirmed that they had appointments available in the afternoon, and that they hadn't been fully booked at all that day, and the optometrist working was [name removed].
Poor experience at OPSM Balmain
Extremely disappointing experience here with my family. We thought we would give OPSM a go; we normally go to a different optometrist in the area.
We won't be coming back. The optometrist we saw, [name removed] was extremely unprofessional.
very rude, lazy, staff, cant explain how they can be so not interested in their job. Today I went there, willing to spend, very likely $1000, but after that rude attitude, decided to walk out. With the excellent service at Costco, wondering what are they thinking. Rude, rude, rude!
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