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.
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
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.
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.
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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