Last year I went to OPSM for an annual driving licence check and I didn't need any change to my glasses. This year I made an appointment for 10am and turned up on time only to be told I could have part of my test done then but would have to come back at 12md to have drops put in and I would have to wait a half hour They also wanted to charge $30 just to sign the form for my licence. I explained none of this had happened the previous year but to no avail. I just left and went to an independent optometrist who was really great and didn't charge for anything extra and I still didn't need new glasses. Its nice not to be ripped off so I will see the independent next year again.
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.
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.
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,
Tested their 100% satisfaction guarantee
I have a challenging pair of eyes. OPSM Carimdale assured me they would get it right. They didn't but went well above and beyond until I had a pair of glasses I could wear continuously- 4 pairs later. I can't fault the more experienced staff but agree with an earlier review that youthful courteousness is great to experience as a customer but knowledge is lacking. Thank you to the staff who listened to me and persisted with solutions. I left my previous glasses maker after being told to go away and 'give them a go' for two weeks before they would entertain checking them. so the OPSM 100% satisfaction guarantee is real.
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.
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 ...
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.
Thanks OPSM for a positive response
Following the review of my daughter's experience, OPSM contacted me and the manager kindly offered to replace the faulty glasses. I am very impressed by the prompt response of the customer care team and the shop manager.
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
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.
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.
One outstnding staff member
Need to acknowledge a staff member at warringah mall. His name is Joe and he went to a lot of trouble to help us select glasses for my wife and myself. So we spent a lot of money. Also he seemed to be the only one there that could fine tune the frame by some slight adjustment. He was very experienced and due for retirement soon. What a shame for the organisation to lose someone with his experience and expertise.
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.
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.
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
|Category||Online Shops and Optical Retailers||Physical Shops and Optical Retailers|
|Products / Services Offered||Contact Lenses, Eye Test, Prescription Eyewear and Sunglasses||Contact Lenses, Eye Test, Prescription Eyewear and Sunglasses|
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.