Good choice of product but terrible customer service
I decided to give OPSM a go after many years of dealing with another major retailer as OPSM offer higher end brand glasses. Happy with my glasses however the customer service was awful. For the huge price the glasses cost me, I won't be going back again. Treated like rubbish, staff have no interest in their customers.
Poor Online System and Lack of Interest in Optometry
I recently ordered contacts online. The online system will let you place an order and bill you without you entering all the details they claim to need. If you forget to enter the prescription date expiry say why not give an instant error like every other website so you can fix it there and then? OPSM happily let you finish the incorrect order, take your money and then don't supply the goods until you resolve the issue a couple of days later.
When the contacts arrived OPSM didn't bother to label which is left and right. OPSM is an optical health care provider, not amazon books.
Put these things together and you see where OPSM's priorities sit.
No lens replacement/repair available for Ray Ban Sunglasses
I purchased a pair of Ray Ban New Wayfarer Sunglasses on 30/11/2020 from the Bowral Branch. Unfortunately I dropped them last week and cracked one of the lenses. On returning to the store I was first asked if I had purchased insurance, which I had not. The store assistant then told me that OPSM stores did not offer replacement lenses, but he would try to help me out. In the end my only choice was to buy a new pair, or prescription lenses at double the price.
I was not informed of this at the time of purchase. This is surely unacceptable for a product with a rrp of over $200. Also OPSM and the manufacturers of Ray Ban apparently have the same parent company, Luxottica.
Great optometrist but poor customer service staff
Be careful of customer service staff as some don’t do what is right for the customer and try to get you out of there as fast as possible. I was given the wrong prescription contacts lenses as they didn’t double check the prediction on the box before handing it to me and another time they changed my frames without telling me and tried to send me out of the store with poorly fitted glasses. When I brought up how obviously wrong they sat they pushed them onto my face to force them to fit instead of taking the time to properly adjust them like I ha...d asked. The only reason I paid extra to go to OPSM was because I thought the higher prices provided more trust in the process but this definitely isn't the case. Its a shame that particular customer service staff let the store down as the optometrist have always been great.
High end pricing with poor after sales service
After spending thousands on four Armani glasses in a few years I came for some adjustment to their North Syd branch, I bought the glasses less than a year ago, after a rude “Did you buy your glasses here?”, they guy quickly adjusted my glasses. I went home and took a closer look and they looked uneven, still. I then took them Back, they guy told me nothing wrong with them and quickly adjusted again. My glasses still felt not right, but couldn’t be bothered. Emailed OPSM and received standard useless response.
I then emailed some pics to 1001 an...
Dubious product quality
I bought glasses from OPSM about 1 year ago. One of the lens started to flake. I have been wearing glasses all my life, I have never seen this. I stopped by Specsavers to get advice. They said it was a serious defect and I should be able to get it replaced for free from OPSM.
At OPSM Perth (726 Hay Street), they told me the glasses were more than 1 year old so I should expect them to break down.
[Edit] I went to OPSM Claremont (9 Bay View Terrace). They look at my glasses and immediately agreed to give me replacement, since the issue is due to ...
My last two pair of glasses from OPSM became scratched and I was at a loss to understand the cause of the scratches. I still do not understand why they become scratched in a short period of time however, I must commend OPSM on their customer service. On each occasion they have replaced the lenses and the store manager at Tweed Mall was particularly helpful.
I went into the OPSM store at mill park plenty valley. Which I just came from the Specsavers store. Wow totally 2 different experiences. Specsavers didn’t let me browse due to covid 19 etc and were extremely rude. However OPSM let me browse as much as I wanted and he was happy to sanatize the glasses after I tried them on. I walked out with a pair of glasses. Definitely always going back to OPSM, never going back to Specsavers.
Awful in store and follow up service - North Sydney
I have been a client of OPSM Raymond Terrace for many years and have had nothing but top service from the staff there. Imagine me disquiet at attending the OPSM North Sydney on 16/6/20. The Optometrist [name removed] was professional but very indifferent. He took all my recent contact details as I had moved to Sydney in recent times. He told me that I would be contacted in 2 weeks with my new glasses. Having not heard anything I called into the store in the last few days. The guy there attended to request his name was not disclosed -...he was not at all friendly again he too had an indifferent attitude. He said they had contacted me , I checked my messages no contact from OPSM, I inquired which number had they used, and discovered they used an old landline . They had my mobile also on file but they did not follow up. He did not apologise for the error in fact left me with the feeling that it was my fault . My new reading glasses are OK . However I will be seeking either another OPSM Franchisee if OPSM at all in the future.
Have my doubts about OPSM
Have been with OPSM for a number of years. Had an eye test about 3 weeks ago. Still waiting for my new glasses. Guess they come from China? Also waiting for other tests but ‘machine is broken’ which seems to happen all the time. Still not fixed but I can go to other store? Give them the benefit of the doubt but it is getting beyond a joke. Can go to Bali and get new glasses within a few days.
Customer care never respond, product not arrive
Multiple emails sent to customer service since the 26th Dec with no reply. Customer service on the phone did not help and did not follow up and query. Product did not arrive.
OPSM Belconnen Canberra
Today when I walked up my one eye was very painful and I need to see the Optometrist right away. I went their early at 8am but the store still closed. I have waited for an hour to see the Optometrist which I trusted more. Sadly to say that the Optometrist told me she can't accommodate me because of other patience. I understand that, but the pain of my eye is hurting/killing me. Then I went to SPECSAVER in Canberra City - they are very busy too. But the Optometrist is very kind to accommodate me because of my pain. SPECSAVER in Canberra City were human they understand people needs very well. Thank you so much for rescuing my painful one eye. God bless your company and more power to you!
- OPSM Retail Stores
ALWAYS BUY FROM OPSM
I always buy my glasses from OPSM. I know they might not be the cheapest but service and profession really matter. This time I went to macquarie st in the city and really enjoyed the experience.
Not happy Jan
Firstly, let me state that I have been most impressed with the quality of eye testing at my local OPSM store. The staff in this department have never been anything but professional, efficient, caring and friendly.
Re the purchase of eyeglasses and continuing customer care - well that is a different story. After paying a considerable amount of money for my last two pair of reading glasses, I was most dismayed to note the rapid deterioration of both pairs with regard to the protective coating. When I took the first pair back to my local store, ...I was told that nothing could be done as I was a few weeks out of warranty. So I promptly arranged for another pair, was told to bring them back straight away if I noticed any problems with the protective lens coating and paid out another large sum of money. When I took the glasses back to the store today, I was told, that yes, my concerns about the protective coating were justified but nothing could be done (yes, I am still in warranty as the glasses are less than 18 months old) as the film is apparently lifting due to the fact that my glasses must have rolled forward, causing a slight scratch on the lens!!! Suffice to say that I have been extremely careful and vigilant with this pair due to the problems with the previous pair. Also suffice to say that I am am most displeased that the protective lens coating on both pair of glasses has been most problematic, to the point where I could not even see out of the original pair and this pair is obviously going the same way - with little care and no suggestions from the staff members on either occasion. I might add that I have ordered at least 6 pair of eyeglasses over the years and have only ever had a problem with these 2 pair ordered through OPSM. With this sort of customer care and quality (or lack thereof) of products, I am hesitant to return to OPSM.
Dilemma fixed - great service
Thank you to Rebecca @ OPSM Charlestown. RH arm broke off my expensive "Ralph" style multifocal glasses at work. Glasses were purchased < 12 months. Within few hours received SMS advising replacement frames ready. Very helpful & considerate to my needs.
- OPSM Retail Stores
OPSM doesn't take responsibility for faulty lenses
Update: OPSM has replaced the lenses and I was told that the lenses don't typically melt easily. Might have been just an isolated quality control issue. This time the customer service was great and I can see myself shopping at opsm in the future.
Thank you for fixing this issue!
I came to OPSM to get my first prescription glasses. Well, I didn't know any better at the time. Despite the fact that I had to splurge $450 on one pair (which is way more expensive than at their competitors) they have melted! One lense melted in about 6 months after ...I got the glasses. I never wear glasses outdoors and the moment I take them off, they go right back in the case (that I was given by OPSM). When I brought them to the store, I was told that it had melted because of sun exposure but they couldn't explain how come one melted and not the other. No attempt to take responsibility - nothing. So I sucked it up and replaced it. A bit later, the second lens melts as well. Only this time it rarely left the drawer at the furthest corner of my apartment from the window. Do I have to carry my glasses in a cooler to avoid melting? Judging by this, the lenses must have been faulty to begin with, but OPSM won't take the responsibility for it. Will never do lenses with them again.
Lost faith in OPSM
Purchased 2 pairs of spectacles from OPSM Loganholme 6 months ago, both with expensive frames, everything was fine until an arm on one pair loosened dramatically, so I returned them & they tightened the arms, a short time later cracks appeared in each lens in the corners where the arms were secured, returned them & was told they would have to be sent away for lens replacement, I was left with no spectacles for middle distance as my others were for close work only.I was told that it would be would be marked urgent & would take approximately 1 ...week I rang after 10 days & had trouble getting anyone to answer, tried 2 advertised phone numbers when finally my call was answered & I was told that they had not been returned yet, rang again a few days later& was told that they were in transit but as the store I purchased them from was undergoing refurbishment I would have to travel to another store to pick them up when they did arrive as the store would not be reopening for 3-4 weeks- The closest store is now 20 minutes drive away on the Expressway not 5 minutes up the road, which being elderly is why I chose the store in the first place- why wasn't I told this when I returned them? I could have waited, they weren't going to fall apart & at least I could see, now I am unable to see TV without getting a headache or see anything clearly in the middle distance. Very dissapointed with their uncaring service- not at all happy with OPSM
- OPSM Retail Stores
Good quality but bad service
I picked up 2 pairs of my glasses this morning from OPSM Carousel and wasnt happy as 1 of them was a different model to what i ordered.
Todd, The guy who attended me wasnt trying to find out whether my order was right or wrong, instead he convinced me that the glasses is exactly what I ordered. So i walked out, and found out from Sunglass Hut that it wasnt the right model.
I went back to OPSM and talked to the same guy, he told me that its the companys fault, that he doesnt know why and that for me to wait for a new one. He did not once at al...
They don't examine 4 year olds.
I took my 4 year old daughter to OPSM today after it was suggested by the health nurse there was a problem.
I easily made my appointment online after doing research that they tested young children (it said they did, but didn't give specific ages) But that's where my positive feelings stopped. As i walked into my appointment and checked in, the receptionist told me my details weren't in the system. And as a result they didn't know my daughter was 4 and they don't/can't examine children under 6. I was told i could speak to the optometrist which i...
Superior customer service to Specsavers
Better range and whilst more expensive than Spec:(Savers, there's a considerable difference in quality. Unlike their competition, OPSM will make sure you've got the right frames. Size matters!
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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