- 6 reviews
- 6 likes
Service let down by pricing model
So in response to a reminder I made an appointment... 9am. Finally they arrived at 9.15am. For me that is plain disrespectful. It was the 1st appointment of the day! So we started on the wrong foot to begin with. The regular check concluded that my glasses needed to be fine tuned by replacing the existing with a stronger lens. Ok. I organise this with a friendly staff member. Same guy who had helped me when I first got my glasses. When it came to the price they had the nerve to charge me an extra $30 because I was using my existing frame and i...nserting new lens into these! 1.Why would I buy a new frame if all I needed was new lenses? (Like charging me extra for using my existing car when I need new tires.) 2.The frame was originally bought at OPSM!!! So they are literally punishing me for opting to continue using my frame bought at OPSM - this is a sheer money grab. Every time I need to change the glass lenses OPSM will charge me $30 extra unless I buy a new frame (which of course costs more). 3. Lets see if they give me my old lenses or decide to keep them. After all, they are my property. Time to try out the competition I think because this is leafing a nasty after taste.
Not happy with OPSM “payment policy”
Was really happy with the optometrist and her communication and concern during my eye test.
Purchased a pair of prescription sunglasses as OPSM had a really good sale on (50% off lenses) which really enticed me to come in . As the shop assistant was processing my order, she advised me that I either had to pay 50% of the total cost or if they process my health fund rebate I had to pay the out of pocket amount in full.
I questioned this as in the past I have only ever had my health fund rebate applied and either left a deposit or not pa...id until I picked my glasses up. I was not happy, I was told it is the OPSM policy that I am required to either pay 50% of the total cost or had to fully pay the out of d pocket expense. I have been purchasing prescription glasses for myself and my family for over 25 years this is the first time I have ever had to pay in full for my glasses despite not taking them away with me. I am really upset and angry that I was required to fully pay for goods that I was not able to take away with me on the day. There isn't many places that you are made to fully pay for goods before officially receiving them. I think this is really bad form OPSM and I know that this will be the last time that I purchase from OPSM. I will be in the future going to another Optometrist that does not have such a stupid policy.
Thorough test but was spoilt by unprofessional use of a smart phone with a damaged face to take and show photos.
They get the script right but at a cost.
I have no question that the eye test was professional and accurate
other places bulk Bill for just as good result. They were expensive compared to to similar businesses.
Worst experience was that they broke my new sunglasses while cleaning them (they offered) and then basically said bad luck! (I had no receipt as they were a gift) I doubt we will return.
Damaged my glasses and have yet to fix it...
Needed a new pair of glasses and I chose my local OPSM (Mt Ommaney). Brilliant eye test which was comprehensive and accurate, and the dispensers in-store were fantastic and helpful during time of purchase. All good up to this point, however this is where the problems started.
My glasses took longer than usual to arrive as it was holiday season which was reasonable, however the frames were hurting my temples, ears and nose so after a few days of wear I went into store to adjust them. The dispenser who adjusted them did such a poor job she dam...aged the frames (causing the paint to peel off the temples) and I resulted to wearing back my old frames. After contacting the store manager a new frame was arranged and a different dispenser adjusted them brilliantly, however she scratched one of the lenses while popping them into the new frames (one shallow scratch, one deep scratch) which I noticed when I arrived home. I contacted customer service immediately and requested a refund to be processed for the damaged lens as at that point I went into the store numerous times which required me to leave work early and spent countless hours in-store for minor issues caused by staff and I was not able or willing to dedicate any more time to go in-store especially for that reason. A a couple of weeks later the regional manager contacted me asking me to return to store (a 4th time at this point) for replacement lens and mentioned they would not be able to offer a refund as they would prefer to make sure I had damage-free glasses - which is understandable, however after replying to her email agreeing to her offer I received an automated email advising she will be on annual leave returning April and the contact details of another manager in the email were incorrect. I have tried numerous times to email her back after April and received no response since. I have had to contact the ombudsman as my initial contact with OPSM had started in mid-January and has not yet been resolved due to lack of communication. I have only just discovered thanks to the involvement of the ombudsman that the manager who I had originally been in contact with no longer work at OPSM, and I'm perplexed as to why no one had the wits to follow up from my email correspondence with her to see this to full resolution. I am still waiting to be contacted by another manager after my details have been provided by the ombudsman to arrange a replacement lens and as the store near me is currently being re-fitted I will have to wait at least another 3 weeks before this issue is resolved, making it almost 7 months after the original inquiry was made.
Staff very helpful in regards to my options and cover. Frames too expensive and had to go elsewhere but the eye exam was very well done much more thorough and precise than Specsavers.
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.
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.
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.
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.
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 ...
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.
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.
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.
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
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