Reviewer Photos & Videos
- 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.
- OPSM Retail Stores
My mum recently ordered prescription glasses at opsn Marion store. She paid a deposit. Went in to pick them up and the store lady broke her glasses adjusting the frames to fit! So she was told they would order more. After waiting, my mum went in and it happened again. So again she waited and come in and once again they broke the glasses, this time however the store person went out back, pretended to fix them and presented my mum with the display glasses. My mum refused and once again had to wait. Next day, called in and the store peop...le just boxed up the display glasses and sold them to her! Included with the glasses, were non prescription replacement lenses all in a damaged box. She waited patiently. Paid full price, no health insurance cover and was blatantly lied to and disrespected. I am disgusted at how she has been treated.
I've been with OPSM for a very long time and I recently for the very first time ordered my contact lens online (all these days I did over the store). When completing the order it suggested 3-5 business days but when checking your online store no status update, always reads 'progressing'. So made a phone call to find out and found that it is 7-10 business days and not 2-5 days. Very misleading. Moreover, the person over the phone was keen to cancel the order, with no consideration or acceptance of misleading info posted online.
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.
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!
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.
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
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