Reviewer Photos & Videos
Zero customer service
Worst customer service . Didn’t receive the contact lenses which placed 2 weeks ago. Called the customer service a few times for refund but to no avail . When I placed the order online , I clearly request leave the contact lenses at the mail box without signature . But toll left the card and ask me to collect at the toll depot which located an hour drive from my home . I was home all day when toll arrive , they didn’t check if someone home and just leave the card . Request to redeliver the the next day , initially the agreed but after that they said they miss the delivery . OPSM said will sort it out and call me back. It has been nearly a week, no communication from OPSM. Bad service .
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.
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...
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
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.