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.
My son seemed to be having trouble reading so we went down to OPSM Southland where they fitted us in on a busy night to get his eyes checked and reassured us that a number of children go through similar experiences and that his eyesight was fine.
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.
Been buying my contact lenses from OPSM my whole life - they had a Black Friday sale 20%off using a promotional code. I used the code within the allocated date of the promotion but I didn't get 20% off! After going online I've found plenty of other online stores where you can buy contact lenses cheaper then OPSM even after the sale. It's easy if you know your contact lens power - chances are you can even buy the same branded contact lenses! hurts to think how much I've wasted with OPSM considering I've been wearing contacts for over 20 years.
Give credit where it is due
Earlier this week I had a very bad experience with this business which I reviewed below. Following this I was contacted by the manager who was very apologetic and went out of the way to ensure that the matter was put right, including fast tracking my prescription. I think this should be acknowledged. I would be happy to deal with this business again.
Short sighted service
I visited George Street Sydney store. I was quoted for progressive lenses. Staff do not appear to be trained on the lenses being sold. Staff referred me to the essilor web site as no brochures were available in store. OPSM branding differs from the names of the products on the essilor web site. Staff could not advise which essilor lenses matched those being sold by opsm.
I left my phone number with OPSM for the essilor rep to call. No contact after one week.
I sent a message via the OPSM web site. No one has responded after another week.
Going back to HCF eye care who know the meaning of customer service.
Disappointing is the word
I went on a Ray Ban offer - guess what - it didn't apply to multi focals - paid the extra $200 over and above the insurer payment. Three times I went back and they still are not right I have been overseas and now over the 3 month limit. The last time I went in they were closing and wouldn't serve me.
I have tried two other friends multi focals and I can see perfectly well through them - mine are fuzzy, the same complaint all along. I changed from spec savers thinking I would get better - not so.
My appointment started 15 minutes late. Optometrist didn't listen i.e. asked me the same questions twice/three times for which I had to repeat myself. Appointment was rushed because well, it started late thanks to them then afterwards I was put onto the sales guy who I had to share intermittently with every other customer who came into the shop. It got confusing with lenses, specs and prices all being looked at online and price details being scribbled down on a piece of paper that was quite illegible, I was then expected to make my purchase dec...ision from that which in hindsight is the sales tactic isn't it?. I bought frames and lenses and ended up returning to the store because they 'forgot' to take the discounts off their own website were promoting at the time...before and during the period I was consulting them. I give them 2 stars because the sales guy was polite and made an effort to answer my questions. Also the standard eye examination itself was performed satisfactorily.
Optometry fine the glasses are crap
Had my eyes tested for distance and needed more glasses. I was going to order elsewhere but ordered a cheap pair ($99) in store from OPSM. Everything went smoothly but the glasses I received are so cheap and nasty it feels like they came form a $2 shop. They fog up easily, let in glare and the nose pads are hard and rattle when you take the glasses off.
In short the whole experience up till receiving my glasses was fine. OPSM's cheapest glasses are garbage.
Dont offer choice of lenses you want
I recently approached opsm for eye test. The test was fine and the person who did the test did a good job. I asked for varilux s progressive lens in airwear to replace the glasses i needed to replace. The staff at the shop were very very nice and i have no problem with them at all, but they only offer a limited range of essilor lens which i am sure are ok and they didnt seem to know what airwear varilux lenses were or if i could get them. Nor did spec savers or laubman and pank. I have found the varilux s to be superior and there is no edge bl...urring etc. as you get full width vision. Airwear is 20% lighter, 20% thinner and 12x stronger than the usual 1.59 lens i needed. It is a bit more expensive. The quote from opsm was only $40 less expensive than buying the varilux s airwear transitions from malaysia (even after after hbf discount and another 20% discount offered) where i know an optometrist from previous holiday. He still had all my measurements. I sent him my script and had my glasses made in airwear varilux s transitions and delivery in post in a couple of weeks. I am sure opsm can do better than this but you have limited choice. You have to go to an independant optometrist get a better product, you may have to pay more but you get what you pay for! Shop around. There is better choices out there.
Cheap thick lenses
I went into the local OPSM my previous experience had been positive and my Versace graduated lenses have served me well for two years. After the checkup my prescription had changed slightly so I chose some very similar light weight rimless Versace. When I went to pick them up the lens was twice as thick as the ones I wear and of course twice as heavy. Their explanation was the lab chose the thickness of the lens!! I have left them there after requesting the issue is resolved . They had put the cheapest rubbish on to increase their profits, the...y were very different to the ones I tried on. I checked the ones I tried on, much thinner. I wonder how often this happens, my husband also thought he was purchasing a lightweight pair, same thing. It is like buying a silk dress and finding they made it out of rayon when it is delivered but paying for silk. Has this happened to others I wonder.
Insulting Sales Service & Over-Priced
The unpleasant experience with OPSM began almost as soon as I entered the shop at Toowoomba, QLD. I tried to get the fella that was taking care of me to confirm that the standard eye test was covered by Medicare. The silence after asking this question was deafening -he outright ignored it and said nothing. I suspect such a response (insolent) might even be company sales policy to steer conversation away from the cheapest option and to allow them to pitch all the extra expensive tests. I even told him that I was getting annoyed at the ever-expan...ding quote, which didn’t seem to concern him one iota. And it was a similar story when I went to pick my glasses up (which, by the way, were the only good thing to come out of the experience). I was forced to listen as another long-line of extras and additional costs was again pitched to me. At that stage I just wanted to get out of there, feeling fleeced as I already was, and lucky not to have payed even more. Phew…., that was close! Disgusting sales service. (The rating would have been just one star had it not been for the quality of the glasses.)
You have lots of money to spend then go here! But otherwise don't bother
Before I say anything let's start about the goods. I admit OPSM has a great selection of designer brand glasses. The things they use are also supposedly high quality too. But that's about all I can say for OPSM.
I broke my glasses in which I got from OPSM that costed me 699, which is 350 for the lens only. How shocking is that? I got 2 pairs from OPSM for 249!
Now big brands such as ray bands are exclusive to OPSM so you can tell just how loaded they are. Absolute rubbish pricing.
Now to summarise, OPSM has always been my favourite but eve...
Bought glasses once, have been spammed ever since
Expect to be spammed as soon as they have your email address.
My work arranged eye testing and I used my work email address to register, but have since gotten inundated by advertising.
Unprofessional - South Morang
I attended for an contact lens after care appointment . Appointment was rushed with front reception person interrupting multiple times. Optimist wouldn't listen and demanded that I had to pay for another 'fitting session', even through I had already had a 'fitting session' at another store. Refused to provide any trail lens which means I would end up paying $200( $50 * 2 fitting sessions, $50 * 2 after care) dollars before even being allowed to buy any contact lenses.
Next time I will stick to my local OPSM store and..avoid South Morang store..
My first bad experience was with my then 6-year-old son's prescription, they major stuffed up, he nearly had to repeat a school year due to years of repeat misdiagnosed consultations! Also he now has to wear glasses for the rest of his years - it could of been prevented if I saw someone else!
Recently my mother had new glasses, after taking them back 3 times they still are not right and they were nearly triple the price of competition.
Gave OPSM another chance, explained to customer service my eye was extremely sore after looking into t...he sun, optometrist didn't bother looking at my eye or have a chat! No other customers in store! The lady gave me a card and said to return tomorrow if it was still sore. I would've made the effort to come into the store if it wasn't sore! So that's it for me - no more OPSM.
Expensive and unreliable quotes
I won't be going back to OPSM at all after finding another Optometrist store which charges way better than OPSM. A couple years ago I went to OPSM Perth city store and asked for quote on the price of a single vision lens with anti reflective quoting. They looked up a book and gave me a price. So I decided to go ahead. After entering all the details, the price ended more than what I was told. This happened twice based on different specifications on the lens. I couldn't be bothered going through the whole lenghty process again and just went ahead...with it. This year, I again asked about the prices of their lenses. Was told $220 + $30 (before discount) for anti reflective. Wow big price jump from couple years ago where the lens was $160 (before discount). Most funds won't even cover the costs of the lens. So decided to look at my health fund to see other providers and went to another store in Perth City. Asked for the price of their single vision lens and to my surprise was quoted a more reasonable $60. Given the price of the lens, I could even choose a branded frame and it was all fully covered with my health fund. So OPSM, never again for me. $220 vs $60 for standard vision lenses thats just too much of a price difference.
Not sure who's at fault, but OPSM weren't helpful.
Back in January, I wrote about the heartbreak I experienced when GetGlasses let me down after I ordered a pair of glasses with Palo Wood frames. The review is on here at http://www.productreview.com.au/r/getglasses-com-au/676208.html
Sadly, that wasn't the end of the saga. When I posted the story to Twitter, Palo got in contact. They were very disappointed with what had happened and wanted to offer me another pair of glasses at a reduced rate. They did say that they couldn't supply my prescription lenses, but that I could take them to a repu...table local optometrist to have them fitted. I went ahead, and my frames arrived before too long. I trotted along to the optometrist with the best reputation in town, OPSM, and ordered a pair of lenses. A week later, I went and picked up my new glasses, and I was very pleased with them. The next day, however, I realised that one of the lenses was loose in the frame. I took them back to OPSM, and in the process of trying to secure the lens better, the frame snapped. They said that the problem was with the manufacture of the frames, and suggested that Palo should replace them. When I explained this story to Palo, they said that OPSM must have been too heavy-handed and offered to replace the frame at a cost of €70! When I protested that I was not in the habit of throwing good money after bad, they relented and sent me another frame.
Consistent poor service
Having been to two OPSM stores recently, I was surprised to find that they offer a consistent level of poor service. Both stores had staff who didn't greet me as I went into the store and only spoke to me when I looked at them for quite a bit. Both had no idea they offered a glass in a niche category despite it being clearly available online.
The optometrist who served me was also direct, blunt and unhelpful.
You guys charge an arm and leg for glasses yet offers such poor service in turn. No wonder SpecSavers is winning this war.
I for one will not be going back again.
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.
Seemingly dodgy products and fees...
So I consider myself a reasonably aware and educated guy, but so perplexed was I about my morning visit to OPSM, I felt I had to tell the interweb about it.
First up, does anyone know what HD lenses are? I got told 'it's like going from a standard TV to a HD TV'. Huh? We're talking about glasses here, EVERYTHING is in HD already, muppets. It's called real life - we're not viewing life through a screen,derr. The charge for the super-duper HD 'digital' lenses is an extra $50 or so, and the differences couldn't explained by the store manager. A...series of buzz words dreamed up by marketers was what I got in response to my question on the aforementioned 'digital' lenses.....whatever the [censored word removed] they are. I opted for lenses that people normally buy. Because I'm normal and not a robot, needing 'digital' lenses. And then I got the fee for 'bringing your own frames'. I flatly refused. I'm not handing over money for an abitrary fee. ESPECIALLY when I do bring my own frames and all I need is the lenses. I might charge OPSM my customer fee, which is random and delivers nothing of value. Same rules, right? I reckon I'll now be a frequenter of Specsavers, since these muppets happily seek to price gouge and charge for whatever they like and make up crap products (like digital lenses - which, by the way, makes ZERO sense. It's like saying, I'll buy a digital hamburger.....[censored word removed]).
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|
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