Reviewer Photos & Videos
- 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.
Bad website as unable to order online, store only, no good for rural customers
Going on 2 years now and can't always make the 3 hour trip to town to order and pick up or wait for them to answer the phone in Mackay, as online system wont load me and in store can't help at all. Going back to Specsavers, streamlined, professional and better pricing. Specsavers you can order online once you have your prescription.
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!!
Miranda store need negative stars!
Refused to serve, lied about the reason!
On a quiet Monday morning I asked if my glasses (an OPSM product) could be adjusted as they had been knocked off my face the previous day. I acknowledged that the glasses were 4 years old and were fragile, but I was having trouble focusing. The lady who served me said they were understaffed because of the rain and busy, even though no one was in the shop, so could I come back in an hour.
I returned in an hour to be told by a gentleman they were busy (one person in the shop) and understaffed, could I co...
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.
- OPSM Retail Stores
If I could give them no stars I would
After many years o f seeing the one optometrist I decided to see someone closer and decided upon OPSM. The eye test itself was good. Then can choosing the frames the woman had no idea. I get charged over $700 for a pair of glasses that are useless. They are the wrong fit and I can't see out of them. I told them I was going overseas until May and i needed them to be perfect. All they care about it the cash! This morning I received an email they have a 30 day money back policy knowing full well I'm overseas and cannot get there till May. Well don...e OPSM! You have scammed me knowing I am overseas and you get to keep my money and I have to go and spend another small fortune on a pair of glasses. Do not to OPSM in Doncaster. They are useless and all they care about is revenue. I will ensure that i give poor reviews every opportunity I get!
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.
Appalling customer service
I got my glasses done at OPSM in Werribee and the lens prescription was wrong so I went to OPSM in Watergardens and they basically told me it was too much of a hassle to bring up my details on their computers and that I should go back to Werribee. I decided to call OPSM in Melton as it is closer to my house. Over the phone I explained what had happened and they told me not to worry and to make an appointment with them. I had an eye test and at the end of the consultation, they told me that I had to go back to Werribee because the glasses were u...nder guarantee in Werribee and if I wanted to get them done in Melton I had to pay full price for the lenses. They could’ve told me this over the phone and saved me a trip. Appalling customer service and policies. I have never had a problem with Specsavers or any independent optometrists in the past. I will definitely not be going back to OPSM or recommending them to anybody I know.
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!!!
Customer care as useful as Mr Clippy in Microsoft Word
- Had an OPSM contact lens subscription.
- I wanted to delete an old address attached to my subscription. I already have a new address attached to my subscription. Their online account management interface did not allow me to delete the old address, telling me I need to remove it from my subscription which I obviously already have since I have been receiving my contacts to the new address since August.
- Sent an online enquiry asking why I can't do so and how to remove my old address.
- On 18/12/19, Kay from OPSM AU Customer Care Team respond...
Crazy amount of reminders for a checkup....
Went to OPSM Macquarie, experience was good. But then the reminders started. Several SMS, emails started coming, and now letters in the post! All for a checkup!!! Have asked them to stop, but going by other reviews with people saying the same thing, they probably won't. It's utterly ridiculous to be hounded by OPSM demands. I'm sure if they could send the Police around, they would! If you go here, give them ONE form of contact only, don't hand over your email, phone number and address as they will abuse it.
A few months went into OPSM Brookside for eyetest which required an upgrade to new glasses. I have one eye that is long sighted and one eye short sighted so I needed one pair for long sight and one pair for short sight. Went back a few days later to collect glasses and it was like I was putting on magnifying glasses. Everything was huge and moving my head made the room swim. I was advised to be patient and give myself time to adjust. I tried for over a week but could not cope with them. My head was always swimming and I felt dizzy wearing the...m. Took them back and had them checked and a different Optometrist said that they had had a 'prism' added to them but they couldn't really work out why. So off they went to the lab to be remade. It is now almost two weeks later and I have phoned them at least three times and been in there twice since, trying to find out where my new lenses are. (I still have the old lenses in the glasses). Out of at least 5 communications I have had only one follow up call back. The 'killer' was on Friday when I went in I was told my lenses were 'in transit' and might be in that afternoon. Nope they weren't. So I asked where they were 'in transit from' and was told either Thailand or China!!! I can't believe that OPSM have to send overseas to have lenses/ glasses made. I am now expecting that if and when they do finally arrive that there will not be anyone in the store with the capability of removing the old lenses and inserting the new ones. One thing is for sure, once I get my glasses back, and I can see out of them, I will not be going back to an OPSM store.
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.
Not what they used to be
I have always purchased my eyewear from OPSM. Spent thousands. Have always recommended them over the competition.. sorry but we have now broken up..
A few weeks ago and $580.00 later for new lenses i was presented with my updated glasses. I asked where the glass cleaning fluid was..i was told that i would have to purchase it..i don't want to deal with mean people..
Worst customer service and online experience
Ordered contact lenses from Opsm a few times online , every time have had issues with their ordering from wrong lenses being sent , charging my credit card twice for one order , receiving stock that expires in a short time frame . Customer service a rude and d not want to correct any issues as that would require them loosing money !!!
Do not use OPSM Eye Hub for Ortho-K
Do not get ortho-k lenses from here.
Had our initial assessment then received a call to pick up the lenses for my daughter.
Asked if I need to make an appointment and told no, you don't need your daughter to come, all paid, just pick up.
When I came to pick up another lady said here you are and handed over. I asked what do I do, are they just like other contacts. Apparently yes.
Asked how do I clean and said you can buy one of these products if you like. Asked should I have an appointment she said this is usually after 6 month mark.
Questions & Answers
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
Hi I have just done my eye test in store and ordered my glasses on Tuesday on the receipt it says glasses expected to be in 18th to the 20th of March that is a very long wait just wanting to know is there a possibility of them coming sooner or will they be ready for collection between the dates on the receipt as I'm really needing my glasses
Yes it will be between that time frame, usually 7-10 business days or can take longer if script is more tricky.
OPSM Customer Support
Can you tell me why my history of purchases at opsm stores is not available to all stores? With COVID it is not as easy to visit previous stores. I was told yesterday that it could not be looked up.
Good Morning Kim
Thanks for your query I am sorry that the store was having difficulty accessing your purchase history from other stores, this is something our team are currently working in fixing at the moment. We will pass your feedback on and also follow up on when the central data base will be accessible again for our stores. We apologise for any inconvenience caused and will definitely look at how we can make this easier in future for customers.
OPSM Customer Support
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