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.
Customer service was excellent. Product was terrible
Great service and friendly staff.
My first time in 30 years of wearing glasses I had to buy plastic lenses since they no longer make glass.
The new plastic lenses have lasted me Just over 1year and they need replacing.
I have never had a set of lenses last less than 3years before.
For people who don't work in an office environment, I would not recommend plastic lenses. There are still some places that sell glass. It's cheaper in the long term.
Not very happy...
Got 2 pairs of glasses from the South Morang, Vic store and got talked into their new ‘digital’ Varilux lenses which are very expensive and supposed to be the best of the best. Turns out they aren’t - not for me anyway. A very small in-focus area in the middle of the lens with the rest being just slightly out-of-focus. This is not too bad when stationary but makes for a very disorienting and annoying experience when walking around. The staff were good and tried to fix the problem but to no avail. These lenses are marketed as being the ultimate ...in lens technology but they definitely aren’t in my opinion. If I had my time again I would have stuck with the old style lenses I’ve always had and which have been perfectly fine. Beware when buying these lenses!
OPSM Bullcreek, WA: Just one staff to attend to all customer needs including fitting frames, billing, answering the phone, handle walk-in inquiries etc. I had to wait more than 30 minutes after my eye test to talk to her. Went to collect my glasses around 1.20 pm on a Friday and the store was closed as the only staff member has gone for lunch. I had to wait for 20 minutes. I feel sorry for the poor, overworked staff member, she was amazing.
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.
Good Service but Greedy organisation
I have been with OPSM for 15+year and we spend $1000 every year. Their glasses come in protective cases taht make them bulky and unpractical. In the old days OPSM would add value by providing a more useful $2 soft case or a cloth bag etc. Now days not the case, NO more freebies with your glasses like the old days. Great product and service and you pay the price, but stop being so frugal and Greedy OPSM, does everything always need to be about profit?
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.
Why book when walk-ins are the priority
I made an appointment to have my main eyeglasses examined where in one lens the transition glass was turning white. The warranty was honoured without issue, so I give OPSM full marks on that score.
However, in this day of Victorian stringency I was amazed that two walk-ins had priority over my booking. Normally, I wouldn't comment on this, but with the Victorian government so paranoid about COVIC-19 infections I feel I must. I had COVICSafe running, but did others in the store?
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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