Poor Online Customer Service. Go to the shop!
I ordered my lenses online. Paid the cost. Got an email saying that I didn’t put the prescription even when that is impossible because you cannot order lenses wit hour prescription. Next day received an email saying that my order was on hold and I never received another answer. I had to chase the sender of the emails to get answers. Very unprofessional service. I’m very disappointed. Won’t do order online again and if possible won’t order from opsm anymore.
I went in for an eye test with the intention of buying a pair of frames if my prescription had changed. It had, and the optometrist said she would order me a new lot of contact lenses, since I had ordered these in my last eye test. I told her thanks but no, I only wanted glasses this time. She assured me they were only a trial and that I wouldn’t be charged anything, so I said ok. A few days later I receive a call saying that my contact lenses were in and I just had to make an appointment to try them out. Went ahead and did this and then got ch...arged $50 for the experience, a cost that I was not informed would be coming my way if I ordered these lenses. So this happily got added on to the already expensive framed glasses bill, when I didn’t even want a new set of contact lenses to begin with. They said the $50 would be exchangeable for the next set of contacts I order but I would rather just get the cash back. I’m sure this won’t be an option though. Not everyone has expendable money like that to tack onto the ends of their bills. Friendly staff but really unacceptable in the way they don’t let you know upfront about their prices.
Good product - hard sell , expensive
The two optometrists who assessed me (two separate visits) seemed professional but appallingly patronising and smug.
The sales staff are coached in the hard sell - seems that selling you glasses is not profitable enough & they pressure you into coatings , insurance , different optical media etc
The end products (reading glasses) I bought were fine - the experience wasnt.
Would not buy from them again - the experience is irritating
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!
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.
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.
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.
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.
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.
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
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