Bad customer service experience - Watergardens OPSM
I recently had my eyes tested at OPSM Watergardens and ordered multifocals on the same day 10th Aug 2018 (I have used and bought from that shop twice since 2013 and I understand there is some adjustment period to the eyes with multifocals). When I got the new glasses I took them back because one of the lenses didn’t feel right on the right lense, so they measured my eyes again and sent them to be replaced. Got those back and they were not right again, in fact they were worse than the first time so I went back again to let them know. Now I’m no...t doing this to waste anyone’s time or mine for that matter, but I use glasses all day so they need to be right and besides they are not cheap! Unfortunately I got [name removed] who served me on that day (01 Sept 2018) and my customer experience was terrible! I described the issue with the lenses accepting the fact that I understand how the zones on multifocals work so he tried adjusting the plastic frames and proceeded to do all these manual measurements on paper which made me think what’s the purpose of the eye camera? maybe he knows better? He concluded in his expert opinion that the first set of lenses were the best fit and that my eyes just needed more time to adjust to them and that’s that! When I asked him what OPSM policy is on how many times lenses can be adjusted he replied he didn’t know, but remained adamant that he will not order another adjustment because of his calculations and that my only options was to keep the lenses and ‘let the eyes adjust’ or get a refund. I asked for the manager, she wasn’t there so I asked for her card and he gives me a blank card with no name on it. I took my refund and will not be returning to OPSM thanks to [name removed] which is a shame because all the other staff in the shop had been wonderful. Very poor customer experience!
:Be very careful of purchasing an Eyewear Protection Plan and make sure you ask about "heat damage"
Whilst I have generally had a positive experience with OPSM and have been a customer for many years, some of the lens material they use in their glasses are just not up to everyday use.
I have had to put up with glasses damaged by "heat" and the Eyewear Protection Plan underwriters refuse to accept the claim as they insist I have abused, misused and neglected the glasses when all I have done is put my reading glasses on the dash of a car for a period of fewer than five minutes on a hot day.
Now, most of you who have glasses will have a s...et of prescription sunglasses also and when you are driving you often need to swap between normal and sunglasses to suit the conditions. But if you happen to store the glasses on the dash and leave them in the car a very small amount of time on a hot day the lenses end up damaged making it very difficult to see clearly. I was also told it can happen from opening a hot oven by OPSM staff. But this is a form of abuse, neglect, and misuse. Unfortunately, OPSM fails to disclose this information and which type of lenses are affected to customers when purchasing a pair of glasses. Yet every employee is well aware of heat damage. Just ask them when you are in the store next.
OPSM - Just take me off you harassment lists!
I bought 3 pairs of glasses from OPSM. Unfortunately I provided them with my mobile, email and home address now I get TXT messages, Emails and Post all the time none of which I want to receive and there is no "OPT OUT" provisions. I cannot stand being harassed by companies and I would hazard at a guess that you don't either.
So if you want to avoid this crap from them do not provide them with the resources they need to consistently harass you. It is my impression that companies are required to allow people to "OPT OUT" of communications you d...
Not a great experience
I didn’t have a great experience with my recent purchase at OPSM Forest Hill. Had to visit the shop three times to eventually get my classes. The first time, I was informed only the lenses have arrived but not the frame. The second time, it was found incorrect prescription data was entered into the system, also the lenses is quite thick, it’s not the thinner high index one I ordered. So the lenses have to be rebuilt. That’s fine, everyone makes mistake. Finally, on the third visit I got the glasses. But the lenses are still considerable thicke...r than the lenses on my current glasses which I got from Specsavers. I ordered the exact same 1.67 high index lenses, and paid almost double the price (close to $400) on the lenses, and I had reduced prescription for reading computer. I think it’s reasonable to expect the lenses to be thinner or at least same as my current lenses, but it’s not. When I asked why, the reason given is maybe different material is used. If that is the case, all I can conclude is the more I paid at OPSM didn’t get better quality. Disappointed!
Hard sell...then price shock!
Friendly staff,ever so helpful until it comes to the crunch.
Have been a customer of Specsavers for several years and assumed that OPSM prices had surely become more competitive given the competition.
Wrong!Close to $1000 quoted-freaked out and left the store.Selected the same frames via Vision Direct,typed in my prescription and voila! $385 and the glasses were sent to my door.No problem.How OPSM can justify the prices they charge is beyond me.My advice is shop around!
We went to opsm ocean reef for a change. Never again service very poor.
Did not have a good experience when my wife select frames should gave known then! The only way we knew the glasses were ready she went in on spec to see. They were sitting there. When she picked them up they didnt ask how the fit do they need adjusting
Not happy at all
I admittedly have difficult eyes to manage, so maybe a mall chain store isn't the right place to go: my lenses with prisms require that both the prescription and fitting are spot on. The optometrist at OPSM was very good at his job and helpful, but after a very long wait for lenses-second try to get some that work for computer- went in to pick up and the staff member working with me (who said that he usually worked in the workshop, which I can well imagine) not only could not fit the frames to my face, he did not even *understand the concept* o...f fitting. He kept putting them on the table top to show that they were even and didn't need adjustment. I had to explain -twice!- that my face isn't a table and that they need to fit my face! To explain that my pupils are at different levels which is why I need the prisms in the first place. Oh! Right! Then attempted to fit but repeatedly made it worse rather than better by adjusting the wrong side, interspersing it with comments like 'well maybe you just need to go home and try them out'. I finally left. Now I've got glasses that both don't fit and, as it turns out, have poorly positioned prisms as well, which I couldn't really test in store because the frames themselves didn't fit. (they only work if I hold them up and sideways). I am hoping that OPSM will make good on its 30 day guarantee because I am seriously tired of this place. I just want my money back and to go elsewhere for glasses or even to just keep on using my daggy old out-of-date readers which are still better on the computer than what OPSM has managed after many $$$, a long wait, two examinations, and what was easily the most frustrating and poor quality experience of 'customer service' I've ever had in my life. My other prescription (a pair of sunglasses same as my regular vision lenses) picked up the same day seem OK lens-wise but likewise needed to be better fitted but this character is clearly not up to it.
Misleading information given
I went for an eye test and was recommended Digital retinal imaging. I was told that Medibank only covers this and HCF does not cover it. My health fund is HCF. I had to pay out of pocket. Medibank only offers the cover is a lie as they are tied with Medibank. HCF has Specsavers as it's provider and they offer this free if you go with Spec Savers. They need to give the right information.
I've bought every pair of glasses I've ever owned, my son and husband's from OPSM because i used to think they were the best. Bought reading glasses before Christmas $600+ with the intent of buying my long sight ones now to claim one health care again in New Year.
Extremely overpriced. There are so many other competitors delivering good glasses at a fraction of the price. Will take my business elsewhere. Disappointed after about 25 pairs of glasses.
Not what they say its going to be
Went there for review on glasses, I have private fund and thought that this would make it easier for the payment.
when it came to the final purchase it was a lot higher than I thought, and then it was oh that is not cover under that and this isn't either, and oh you have to choose from these. I told them that I had private health and if there were any restrictions on them. Ended up leaving without the glasses and will be not going back to that store.
Poor customer service
July 2017 I received a letter informing me my eye test was overdue.
My last comprehensive eye test being July 2015, which was stated in the reminder letter.
I went into my local OPSM store to book an eye test appointment.
The staff were busy and I was kept waiting for some time before I was asked if I was being attended to.
My records were accessed and an appointment was made.
At this point I was not informed that one is now only entitled to claim a comprehensive eye examination every 3 yrs (unless you are 65yrs then every 1yr)
I later ...
Poor customer Service Airport West
relevant discounts were not applied, no help in choosing frames; assistant told us to have a look and come to the desk when ready,
Not what they once were
Have gone to OPSM for many years and been satisfied until the last 3 or so years. Bulgari frames developed splits in the nosepads after 6 months. Had difficulties with the store but the nose pads were replaced after an argument and 6 months later the replacements split. I emailed head office and the glasses were replaced for free. The replacement frames were Coach and they were a perfect fit and extremely comfortable. Eventually it was time to update my prescription. The new glasses were awful. They were far too big for me, almost falling off w...hen I looked down, even though I had been assured when choosing them that they could be adjusted to fit. The prescription was wrong, so much so that the difference between this and my last prescription should have attracted attention. Yet again head office made sure that I got replacement glasses. The new glasses were stiff and uncomfortable at first, but they fitted correctly and I got used to them and was happy. After a year, the left lens popped out. I put it back and it happened again because the thread was stripped. Back to OPSM for my third pair of free replacement glasses, Chanel this time. These are incredibly uncomfortable because they haven't been fitted correctly. They slide around and I spend my days pushing them back into place. The arms are too long. They don't fit snugly around my ears and they stick out at the back. (No one checked the fit at the back of my ears when I picked them up.) If I lean against a cushion, the arm of the glasses is pushed forward and the glasses slide down my nose. I haven't pursued this problem with OPSM. I'm worn out. My belief is that OPSM's staff are trained to be courteous but not necessarily competent. I have to replace these glasses because they are driving me crazy, but I would rather pay for properly fitting glasses than risk going back to OPSM and potentially continuing to be dissatisfied. OPSM have been very good about replacing faulty or unsatisfactory glasses without dispute, but I am tired of these ongoing problems.
No freebies here!
My daughter and I had to select new glasses from OPSM as that’s where our insurance company said we had to buy from.
We got 3 pairs of sunglasses, and two pairs of prescription glasses totalling $2785.90.
I understand it was an insurance claim however we were not given any discount whatsoever, charged total rrp. I paid the $500 excess as agreed and I was absolutely floored when I was billed an additional $7.90 for the cords to go on my glasses. Really really poor customer service!
Even spec savers give me a free cord, and their prescription glasses are waaaaay cheaper! No OPSM, you didn’t win us over today!
Worst customer service ever
I recently purchased two pairs of glasses from OPSM Karrinyup. The sunglasses are fine but the reading glasses do not work well. The vision on one side is not right and when looking at a rectangular screen the bottom is narrower than the top, particularly on the right hand side. When I returned them to the shop I was told I just had to get used to them and my brain would adjust to the new glasses. When I pointed out that my brain was doing just fine with the sunglasses, they suggested I should make another appointment to get the prescription c...hecked again I pointed out that the sunglasses are ok so how can the prescription be wrong! The irony of it all is that the lady checking my glasses said she had the same problem with her new glasses, presumably purchased at OPSM. The end result was that I walked out never to return, $967 out of pocket with a pair of glasses that are useless. Or on the bright side a good pair of expensive sunglasses.
We came to OPSM Chadstone four times, four different days waiting for someone to serve and assist but none of the staffs asked to help and they acted if they are busy. On the last visit I eventually asked if anyone would assist and asked a young female assistant. As soon as I start querying about prescription sunglasses she started to preach me with basic information without any questions. I explained to her that we have been coming to OPSM for over ten years and understand it wholly and she can check my details in their system as I made a pres...cription sunglasses few years back. As she heard my explanation she just said I have got more important things to do and left with angry face. What could be more important than customer? Because we don't want to come back again another day, I persisted to asked other staff to assist. This time a young male assisted and I explained to him the experience I just had with the young female staff. Somehow he showed professionalism and apologies and eventually assisted me throughout the process. Please don't judge your customers by their skin or race.
Cant get my perscription correct
Cant get my perscription correct. They im one perscription then they take it back a perscription and say actually you might be this perscription. Then few weeks later they say. Actually we arent sure you have to see an eye specialist at the hospital. Been 3 times to a hospital the head eye doctors say i have healthy eyes and gave me the figures for the correct perscription. They told me to go to my local opsm to get correct perscription. Now have to wait a weekish for new perscription. Havent even had these perscriptions "they say are what i am..." for a year. They keep messing up on my perscription. At least they said they would change my lenses for me. So i dont pay a fortune. But seriously i know my eyes are bad. But surely it should take months after months saying your this. Oh wait your this. Lets hope my perscription that the hospital eye doctors say is correct
Customer service not great
Normally the staff are great well have been in the past, today when I went in, not so there was a previous staff that would more then help you out. Not today they were abrupt not caring whether I needed them urgent just ramble off lines taught, I had been coming for years cause they were helpful and I agree with a customer found it strange they don't include some cleaner, manukau bring back the owner of the store and see what's really happening when you are not there. One guy without glasses is very supportive thanks for him enjoyed my day.
We have been Specsavers customers for some years but were disappointed with the quality of our last glasses.
So we decided to go the brand we grew up with, OPSM.
We were surprised by the difference in pricing but hey quality costs money, so we committed.
Our shock came when we picked up our glasses.
They were simply given to us with a request for Flybuys card and healthcare card. Thanks [name removed].
No fitting, no "is the prescription correct" can you see, no complimentary cleaner, nothing.
So we paid up.... perhaps only one time.
OPSM's business plan, in a word. is "upselling". You may go in there intending to buy a pair of cheapish spectacles, but unless you are very careful you will come out having paid more than you had bargained for.
The actual optometrist I saw was quite good, but he took me into another room to have a laser scan of my eye without happening to mention that it would cost me an extra $25-$35 (can't remember which) on top of my bulk-billed eye test. The technician lady who fitted my spectacles was quite relentless, and not at all transparent. It ...was up to me to be firm and say what I didn't want, and to beat the price down; she had no intention of starting at the bottom and telling me what optional upgrades and better alternatives were available to me if I chose to take them. In short, I would recommend that (if you don't have the sense to shop elsewhere), then please go in with a pen and paper, ask the fitter for the cost of basic plastic lenses with the frames you have selected, and move up from there if you wish. If you actually want protective coatings, polycarbonate lenses, and goodness knows what else, then at least you will be making an informed choice.
Optometrist very good, staff to customer service frame fitting bad
Bought a pair $430 glasses from lakehaven opsm staff didn't offer to adjust the frame, was not told to bring glasses back for adjustment, couple hours later frame hurts digging into the side of my head, tried to adjust the arms cracking the plastic coating over the wire in the arm, did not know plastic would crack if not heated, returned to ask for the frames to be adjusted, told they can't do anything because i cracked plastic coating on the end of the arm. Staff implied it was my fault tough cheese but they would call me after the long weekend with a solution, call never came, after another week complained to complaints phone number. They arranged a fix. This time staff adjusted the frame, yay.
I recently purchased contact lenses with OPSM at $58.05 a box and found that Specsavers stocked the exact same brand and were selling it for $38 a box. Even with the current promo of buy 3 get 1 free Specsavers worked out so much cheaper! It's extremely disappointing and I recommend definitely looking around before committing to buy.
How is that much of a mark up justified?
Horrendously overpriced... do your research upfront as there's places far cheaper with good quality
Following my eye-test this year, I went to OPSM to get new lenses for an existing frame(Oliver Peoples). I was quoted $290 for one pair(Essilor crizal plastic 1.49 single vision) including the prevencia coating which is apparently the latest rage; and $30 for a fitting fee(because it wasn't a frame purchased from them). I don't necessarily mind that they charged me a fitting fee but the lenses surely aren't worth the high price-tag. Just to see what else was out there, I contacted another optical provider to fit another pair of mine(Bvlgari) an...d managed to get thinner Essilor lenses(plastic 1.6 single vision) with the prevencia coating for $130 including postage to have it posted back! Please explain OPSM! I would like to know exactly what you have to say for this outrageous pricing difference. I could understand a $50-$60 mark-up but a 200% markup??? I feel robbed to say the least; and whilst I can do little to undo the transaction I sincerely hope anyone reading this will realize that there's plenty of reason to shop around prior to settling on a "so-called" reputable brand with their eyes closed. I could've had two pairs done to top quality for that price and also saved a bit of money. Very disgruntled to say the least.
Great product marred by Poor Customer Service
2 stars only from me for poor interpersonal skills from the male staff at the Whitfords branch. This will be the first and the last time I'll go to OPSM- Whitfords branch for my glasses. Don't get me wrong, I had no issues with the product (reading specs), they were excellent but the customer service bothered my husband and I to no end. The first pair of specs I chose were awesome but after wearing them for a day, it became obvious that there was a problem with the frame alignment. I went back to ask them to realign the frames. The gent who tri...ed to correct it was initially nice but when I did not agree that my temples were the problem (as I had many other successful frames from other opticians), his attitude changed. He was polite but abrupt with me but when my husband tried to tell him that the frames look even more unbalanced on a flat surface, he turned to my husband and said "Oh don't start saying that" and went on talking. I was appalled at how he spoke with us. In the end, he told us that there was no other similar frame and I had to choose another. I chose the next best frame that was more expensive but I just wanted to get out of that store. When we got the text message to pick up the new specs, we were in the shopping centre but I did not have the faulty ones to return so I told him that I would be back the next day. Wow, I have just come back from OPSM Whitfords...I was really OFFENDED and UPSET! They were whispering (and not that quietly!) to each other not to forget to ask for the return of the original pair. The male customer consultant then got up and took over as if I was going to cause a problem. I felt like a dodgy criminal. How rude was that. I had the box and the frames with me anyway. If I wanted a second pair I would have gone to SpecSavers as they have a great deal but I was after one frame only and tried OPSM. The other two females need to learn to be somewhat subtle in their private conversations. The male service consultant needs to be less overbearing and arrogant. Can I remind him, I am the customer who paid around a thousand dollars? I don't go around cheating others. He needs to learn to not project too much. I shall never ever go back to that OPSM store ever!
OPSM Morley Fail To See Big Picture
I have been a loyal customer of opsm for about 20 years. Their recent performance was both disappointing and quite odd given a competitive market. I live in the country and visit Perth over xmas and New Year annually. Just before xmas i had my eyes tested for contacts and was told that i could do this and pay on collection in the new year so as to claim my health benefit. Received no text informing me to collect so popped in 3 weeks later. Mmm ... Staff turned the store upside down looking for them, then realised they didnt order them.ok! Re-o...rdered and then told me that postage would be $10. Bemused that i had to pay postage for their error i requested it be wavered. Girl checks with colleague and mentioned something about getting discount on contacts, so no (discount which i was originally getting). Paid my postage and walked out with my prescription. Its not about the $ but principle. Sorry, i shouldnt be paying for their error. If they had done their job i wouldnt be paying extra. Managers need to be cognisant that they dont lose one customer but can gain many more when resolving issues to satisfaction. In less than 24 hours i have stripped them of my business and that of 5 family members. I will also take a couple of minutes to warn friends living locally at a couple of social events this weekend. So the deal is, i pay the $10 to cover their stuff up and opsm can lose a few thousand each year through my bad press alone (they dont need too much help by looks of it). Not very smart. What do they say, should have gone to spec savers. Will do ... its up the escalator and very good i believe. not interested in any further contact with opsm whatsoever. hope this helps readers make a decision.
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.