Customer service was excellent. Product was terrible
Great service and friendly staff.
My first time in 30 years of wearing glasses I had to buy plastic lenses since they no longer make glass.
The new plastic lenses have lasted me Just over 1year and they need replacing.
I have never had a set of lenses last less than 3years before.
For people who don't work in an office environment, I would not recommend plastic lenses. There are still some places that sell glass. It's cheaper in the long term.
Not very happy...
Got 2 pairs of glasses from the South Morang, Vic store and got talked into their new ‘digital’ Varilux lenses which are very expensive and supposed to be the best of the best. Turns out they aren’t - not for me anyway. A very small in-focus area in the middle of the lens with the rest being just slightly out-of-focus. This is not too bad when stationary but makes for a very disorienting and annoying experience when walking around. The staff were good and tried to fix the problem but to no avail. These lenses are marketed as being the ultimate ...in lens technology but they definitely aren’t in my opinion. If I had my time again I would have stuck with the old style lenses I’ve always had and which have been perfectly fine. Beware when buying these lenses!
OPSM Bullcreek, WA: Just one staff to attend to all customer needs including fitting frames, billing, answering the phone, handle walk-in inquiries etc. I had to wait more than 30 minutes after my eye test to talk to her. Went to collect my glasses around 1.20 pm on a Friday and the store was closed as the only staff member has gone for lunch. I had to wait for 20 minutes. I feel sorry for the poor, overworked staff member, she was amazing.
Good Service but Greedy organisation
I have been with OPSM for 15+year and we spend $1000 every year. Their glasses come in protective cases taht make them bulky and unpractical. In the old days OPSM would add value by providing a more useful $2 soft case or a cloth bag etc. Now days not the case, NO more freebies with your glasses like the old days. Great product and service and you pay the price, but stop being so frugal and Greedy OPSM, does everything always need to be about profit?
Why book when walk-ins are the priority
I made an appointment to have my main eyeglasses examined where in one lens the transition glass was turning white. The warranty was honoured without issue, so I give OPSM full marks on that score.
However, in this day of Victorian stringency I was amazed that two walk-ins had priority over my booking. Normally, I wouldn't comment on this, but with the Victorian government so paranoid about COVIC-19 infections I feel I must. I had COVICSafe running, but did others in the store?
Eye Glasses Still Not Right
I have been going to OPSM for years and generally find them very good. Recently I had my prescription updated and was told that it could take some time to adjust because they are multi focals, but two weeks later I am really struggling. I am told my presciption is correct but I am still suffering balance and vision issues and I need to have my husband to hold onto just so I can get around safely. I feel like my concerns are not being taken seriously. This is my safety we are talking about. Very frustrated.
December 19th 2019 Update: Diff...iculty with New Glasses I have had multi focals for years but recently I had my prescription changed to much stronger ones and after two weeks I am still having problems adjusting to them. I have explained my difficulties to the shop and they insist my prescription is correct. I am getting really frustrated as I don't think my safety is being seriously. My balance is off and I have to rely heavily on my husband to help me get around. I have never had problems with multi focals before. I think being continually be told that my eyes will adjust is no longer good enough.
More variety needed
I have been getting my glasses from Opsm Highpoint for years. I find the staff there to be exceptionally great to deal with. However, the last year or so I found it hard to pick a pair of glasses. There’s just limited variety. I don’t know if it’s a market thing but perhaps Opsm should source out different eye glass designs/designers to add some pizzazz to what they’re offering.
- 6 reviews
- 6 likes
Service let down by pricing model
So in response to a reminder I made an appointment... 9am. Finally they arrived at 9.15am. For me that is plain disrespectful. It was the 1st appointment of the day! So we started on the wrong foot to begin with. The regular check concluded that my glasses needed to be fine tuned by replacing the existing with a stronger lens. Ok. I organise this with a friendly staff member. Same guy who had helped me when I first got my glasses. When it came to the price they had the nerve to charge me an extra $30 because I was using my existing frame and i...nserting new lens into these! 1.Why would I buy a new frame if all I needed was new lenses? (Like charging me extra for using my existing car when I need new tires.) 2.The frame was originally bought at OPSM!!! So they are literally punishing me for opting to continue using my frame bought at OPSM - this is a sheer money grab. Every time I need to change the glass lenses OPSM will charge me $30 extra unless I buy a new frame (which of course costs more). 3. Lets see if they give me my old lenses or decide to keep them. After all, they are my property. Time to try out the competition I think because this is leafing a nasty after taste.
Not happy with OPSM “payment policy”
Was really happy with the optometrist and her communication and concern during my eye test.
Purchased a pair of prescription sunglasses as OPSM had a really good sale on (50% off lenses) which really enticed me to come in . As the shop assistant was processing my order, she advised me that I either had to pay 50% of the total cost or if they process my health fund rebate I had to pay the out of pocket amount in full.
I questioned this as in the past I have only ever had my health fund rebate applied and either left a deposit or not pa...id until I picked my glasses up. I was not happy, I was told it is the OPSM policy that I am required to either pay 50% of the total cost or had to fully pay the out of d pocket expense. I have been purchasing prescription glasses for myself and my family for over 25 years this is the first time I have ever had to pay in full for my glasses despite not taking them away with me. I am really upset and angry that I was required to fully pay for goods that I was not able to take away with me on the day. There isn't many places that you are made to fully pay for goods before officially receiving them. I think this is really bad form OPSM and I know that this will be the last time that I purchase from OPSM. I will be in the future going to another Optometrist that does not have such a stupid policy.
Thorough test but was spoilt by unprofessional use of a smart phone with a damaged face to take and show photos.
They get the script right but at a cost.
I have no question that the eye test was professional and accurate
other places bulk Bill for just as good result. They were expensive compared to to similar businesses.
Worst experience was that they broke my new sunglasses while cleaning them (they offered) and then basically said bad luck! (I had no receipt as they were a gift) I doubt we will return.
- Verified customer
Damaged my glasses and have yet to fix it...
Needed a new pair of glasses and I chose my local OPSM (Mt Ommaney). Brilliant eye test which was comprehensive and accurate, and the dispensers in-store were fantastic and helpful during time of purchase. All good up to this point, however this is where the problems started.
My glasses took longer than usual to arrive as it was holiday season which was reasonable, however the frames were hurting my temples, ears and nose so after a few days of wear I went into store to adjust them. The dispenser who adjusted them did such a poor job she dam...aged the frames (causing the paint to peel off the temples) and I resulted to wearing back my old frames. After contacting the store manager a new frame was arranged and a different dispenser adjusted them brilliantly, however she scratched one of the lenses while popping them into the new frames (one shallow scratch, one deep scratch) which I noticed when I arrived home. I contacted customer service immediately and requested a refund to be processed for the damaged lens as at that point I went into the store numerous times which required me to leave work early and spent countless hours in-store for minor issues caused by staff and I was not able or willing to dedicate any more time to go in-store especially for that reason. A a couple of weeks later the regional manager contacted me asking me to return to store (a 4th time at this point) for replacement lens and mentioned they would not be able to offer a refund as they would prefer to make sure I had damage-free glasses - which is understandable, however after replying to her email agreeing to her offer I received an automated email advising she will be on annual leave returning April and the contact details of another manager in the email were incorrect. I have tried numerous times to email her back after April and received no response since. I have had to contact the ombudsman as my initial contact with OPSM had started in mid-January and has not yet been resolved due to lack of communication. I have only just discovered thanks to the involvement of the ombudsman that the manager who I had originally been in contact with no longer work at OPSM, and I'm perplexed as to why no one had the wits to follow up from my email correspondence with her to see this to full resolution. I am still waiting to be contacted by another manager after my details have been provided by the ombudsman to arrange a replacement lens and as the store near me is currently being re-fitted I will have to wait at least another 3 weeks before this issue is resolved, making it almost 7 months after the original inquiry was made.
Good product but bad customer service
I’m regular customer in opsm airport west. All my family purchased the glasses from this place. They rude n not friendly at all... dun feel like buy from there anymore.
Went to OPSM in DEER PARK, go here all the time but I won't be returning. How can you justifiy $320.00 dollar's for len's for my glasses. So disappointed, the eye test was good but then he wanted me to buy bifocal's which cost $700.00 dollar's. Maybe they could have a cheaper section for people who are on low income. Very angry when I wanted to cancel and I can't.
Instore 5 stars, online 1 star
I’ve been an OPSM customer since 1991. I find that the staff in store, at every store in the Brisbane area (especially Indooroopilly and Stafford) are fantastic. I often wonder how OPSM consistently finds such great staff. I’ve also seen optometrists at OPSM for about 15 years - usually the one, but occasionally others in emergencies (eg lost contact lenses that might still be in my eyes) - and they are marvellous too. I’d never go anywhere else.
OPSM online, however, is a disaster area, which is such a shame. Orders get delayed while you are ...
Saw the optometrist at OPSM in Ballarat. She was very good, though did try to push a multifocal that I didn't really need. When choosing glasses the girl who served me was very helpful. When my glasses arrived there was an issue with them and I had to return to the store to sort this out. I had been told by a store member to just come on in the next day. I was left waiting for nearly 90 minutes for service which I feel was unacceptable. When I was served it was rushed and rude. Disappointing as our previous experiences have been good.
I feel that OPSM always try to talk you into getting the maximum sale. All I wanted was a pair of reading spectacles but they try and add more.
expensive and tardy
I recently re ordered contacts online and I am amazed that OPSM a. charges about $40 above other suppliers and b. states that there is free delivery with a 3-4 week timeframe - this is an extraordinary waiting time for such basic, everyday product. Also agree with some of the reviews - service has become very variable - and I have had trouble with last few scripts and at some of the stores, staff can be a bit pushy. top multifocal lens are around $300 more expensive than any other optometrist I have been to. Also frame selection is actually fairly limited and conventional.
Received perscription glasses with very noticeable crazing. Dodgy products?
Despite me telling one particular staff about the trouble I'm having with my lenses when I first tried it on, they suggested that it was just my eyesight trying to adjust to the new lenses. No, I'm pretty sure I'm looking through a large patch of scratches made on BOTH my lenses. Despite this, one staff member ushered me out of the store assuring me that it was my sight. The glasses were a pain to wear and see through probably. The lights were flaring out more than usual and it gave me an incredible headache. I came back the next morning for op...tions on the scratches. The same staff member who served me the day before served me again and said it was probably due to me cleaning my glasses (even though I have not touched the lenses at all). Another staff member had to have a look at my glasses and yep, there were scratches. However they were very apologetic and have ordered a new pair for me. I am currently waiting for my new pair. You definitely get a mixed bag with the staff members. Some are fantastic and really sympathetic while others just seem to assume that its your lack of care and send you away with solutions that obviously don't work. (Giving you some form of a solution so that you are out of the way). Service at OPSM has been fantastic so far. The product I feel has been dodgy. Previously, they didn't get my lenses correct, meaning that they were really thick and kept falling out of my glasses. Prices are ridiculously expensive though, from frames to lenses and extras. With the last two experiences I have had with them for the past 3 years,I am considering moving just purely from the cost and product defects I keep receiving from my perscription glasses. Unfortunately, no matter how much I pay for my vision, the product (glasses) they give to me are never at 100%. There is always some defect to them that are unsatisfactory.
Usually I find OPSM fine but after going in today to have a check up and get my glasses adjusted, for the second time they have used heat which caused my expensive lenses to become cracked. I didn't notice until I arrived home as I was wearing contacts in store. Last time they paid for replacement lenses which takes weeks. I'm hoping when I go back tomorrow they do the same. They can't claim ignorance as they knew what kind of lenses I wore. Wish they would teach their technicians about lenses that cannot be heated.
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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