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OPSM Online Store
Contact Lens
I've been with OPSM for a very long time and I recently for the very first time ordered my contact lens online (all these days I did over the store). When completing the order it suggested 3-5 business days but when checking your online store no status update, always reads 'progressing'. So made a phone call to find out and found that it is 7-10 business days and not 2-5 days. Very misleading. Moreover, the person over the phone was keen to cancel the order, with no consideration or acceptance of misleading info posted online.
1 comment
Gab
- 7 reviews
- 2 likes
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.
4 comments
Customer SupportOPSM
Hello Gab
Thanks for providing your feedback which we will pass onto our eCommerce team. Can we ask if you have the same powers in each eye or different powers? You will find the powers on the side o...
Read moref the box where the bar code is to differentiate between the powers but if you wear the same powers in each eye then R or L doesn't apply because they are not like shoes that you have to wear them in the L or R. You can wear them in any eye if powers are the same.The powers are different which is why i find it disappointing. I have resolved the issue by checking the scripts as you say but my point is more about it being standard practice to mark them for the p...
Read moreatient. Perhaps it is just a courtesy which OPSPM don't wish to offer but being a health care provider i expected more..Customer SupportOPSM
We understand and are sorry if it caused you inconvenience but your feedback has been passed onto the business.
Thanks so much and take care...
Read more Best regards OPSM Customer SupportOther Optical Retailers
HNNSydney, NSW
Their customer service is terrible.
I have been with OPSM for years and order my contact lenses through OPSM online. My recent purchase at 12 December hadn’t arrived yet, the first time they sent it to WA instead of NSW and they shipped it again but not arrived yet and no one answers my emails and when I call they forward me to toll services which seems have lost the track of my purchase. I’ve been out of my contacts for a while and no one seems caring about this in OPSM online. If you can’t trust your delivery service, you lose the trust of your customers!
3 comments
Sunglass H.OPSM
Good afternoon
Thanks for your feedback and sorry to hear about the above. Are you able to provide your online order number so we can have a look for you? Thanks and we look forward to hearing from you soon...
Read more Best regards OPSM Customer Support3643856RPL, I have been on the phone with your customer service and nothing still happening!
Customer SupportOPSM
Hi
Your replacement order was sent on the 4.1.21 with Toll tracking, we have emailed directly to you. It is showing updated scanning on today's date so you should be receiving this by early next week. ...
Read more Thanks OPSM Customer SupportFind out how OPSM Online Store compares to other Optical Retailers
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Simon DDSydney, NSW
Can't order prescription lenses for glasses online
This is mind-boggling. You can order frames from their website but you cant order prescription lenses with them. Beyond belief in 2020.
1 comment
Customer SupportOPSM
Good Afternoon,
We appreciate your feedback and thank you for sending this through. ...
Read more We have escalated your feedback to our website team to look into having this service available for our customers in the future. Please let our team know if you need further assistance. Thank you, OPSM AU Customer Care Team.Sala
- 2 reviews
- 2 likes
Questionable
This has been the worst customer experiences I've had to date.
Bought a pair of Raybans online over lockdown. It arrived, the style didn't suit me so I took it into the local shop hoping to swap with another style. No manager on duty so couldn't do the swap nor could I leave the item - complete waste of an afternoon. I was told to come back the following weekend and so I did, only to leave with the package again saying I needed to return it back to the online warehouse - another waste of time.
I found the prepaid returns slip, stuck it on an e...
1 comment
Customer SupportOPSM
Good Afternoon,
Thank you for your feedback and we appreciate you taking the time to let us know about your experience....
Read more Can you please private message your details and which OPSM store and your order number so we can look into this further for you. Thank you. Kind Regards, OPSM Customer SupportLost longtime customer due to terrible customer service
I have had a contact lense prescription with them for years, but had problems recently and after 2 emails and a phone call they had made no effort to resolve the issues I was having with their online portal, despite being told I was about to run out of lenses and a few days away from giving birth. So I have switched to specs savers.
My subscription didn’t get processed as usual and I did not receive any email notification. It said there was a problem with the payment method but the card is working fine for other things. After first email I was...
Read more told to change the refill date and the rest of my query was ignored, this didn’t work and I didn’t receive any system notification the refill had failed (again). I tried changing payment method - couldn’t do it either on phone or PC. Tried cancelling subscription to add a new one and it said it hadn’t worked (later when I checked again it had cancelled). I emailed back to explain that none of this had worked, and after 4 days hadn’t received a response. Finally called this morning and explained the situation, and the person I spoke to couldn’t help and said someone would call me in 15 minutes. Surprise surprise I am still waiting.3 comments
Customer SupportOPSM
Good afternoon
Thanks for your feedback and we are sorry to hear of the above situation. Can you please provide your contact number through PM so we can give you a call back? ...
Read more Thanks OPSM Customer SupportI have no idea how to PM you and I have taken my business elsewhere and dont want to waste any more time, but I would encourage you to look into this with your team and decide if their service really meets your standards
Customer SupportOPSM
Hello Louise
We have definitely taken your feedback on board and again apologise for the inconvenience caused to you. Thanks so much for your time and we wish you all the best....
Read more Kind Regards OPSM Customer SupportShellHunter Region, NSW
- 4 reviews
- 6 likes
Unreliable
Could not order contacts on line as their website is always down and was told it could take more than 3 weeks to receive my contacts if i placed an order through my local store. In the meantime How am i suppose to see? Not Happy
ShopgirlGreater Melbourne (Metropolitan), VIC
- OPSM Online Store
- Verified customer
Competitive prices with subscription but ultra unreliable with deliveries
1. Online checkout process is not clear with having to tick the check box confirming a valid
prescription for the contact lens order, that step is easily missed hence delay in dispatching order.
2. Most UNRELIABLE delivery service with TOLL with numerous times not leaving a card notifying that attempted deliveries were made so the item gets sent back to their depot. Link from OPSM confirmation email to track order only brings you to the main page of TOLL and not actual tracking information for the item provided. There were instances that th...
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Tony8029Greater Melbourne (Inner), VIC
- 67 reviews
- 54 likes
OPSM lied to me in order to get a sale
Before ordering my frames I called OPSM specifically to check whether their products were supplied locally - obviously with the Corona Virus and the delays that go with it, I didn't want to order a product from overseas at this time.
On April 1 I received a note from OPSM saying that the item had been shipped and I should have it in 2 - 6 business days.
8 days later when the item had not arrived, i called OPSM and confessed to me that the frames were being shipped from China.
Why is this not made clear during the checkout process that products are shipped from China?
Find out how OPSM Online Store compares to other Optical Retailers
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Zero customer service
Worst customer service . Didn’t receive the contact lenses which placed 2 weeks ago. Called the customer service a few times for refund but to no avail . When I placed the order online , I clearly request leave the contact lenses at the mail box without signature . But toll left the card and ask me to collect at the toll depot which located an hour drive from my home . I was home all day when toll arrive , they didn’t check if someone home and just leave the card . Request to redeliver the the next day , initially the agreed but after that they said they miss the delivery . OPSM said will sort it out and call me back. It has been nearly a week, no communication from OPSM. Bad service .
1 comment
Customer SupportOPSM
Good Morning,
Thank you for your feedback and we appreciate you taking the time to let us know of your experience....
Read more Can you please private message your details and order number so we can contact to investigate further? Thank you. Kind Regards, OPSM Customer SupportThe reviewer stated that an incentive was offered for this review
StephF
- 2 reviews
- 1 like
Bad website as unable to order online, store only, no good for rural customers
Going on 2 years now and can't always make the 3 hour trip to town to order and pick up or wait for them to answer the phone in Mackay, as online system wont load me and in store can't help at all. Going back to Specsavers, streamlined, professional and better pricing. Specsavers you can order online once you have your prescription.
2 comments
Customer SupportOPSM
Good Afternoon,
Thank you for your feedback and we appreciate you taking the time to let us know of your experience....
Read more Can you please private message your details to investigate further? Thank you. Kind Regards, OPSM Customer Supportmessage sent
Didn’t recieve my contacts
Didn’t recieve my contacts, OPSM say it’s my fault and won’t give me my money back over $100. I’m new to the country and an awful first experience. Will never use them again!!
1 comment
Customer SupportOPSM
Good Morning,
We value your feedback and we are sorry to hear about your online ordering experience....
Read more Can you please PM your order number and contact details so we can look into this for you? Best Regards, OPSM Customer SupporthcshenCanberra 2600, ACT
Worst customer service experience
I received an order notification email from OPSM yesterday which was placed by the system with autofill subscription plane. But the address in the order is incorrect as I have recently moved. Emailed the customer service but was told the order has been dispatched (but I haven’t received a dispatch email) so they can’t do anything about it. Rang the customer service and the lady from the customer service pretty much told me if I had contacted them earlier then they would have been able to help me (but I emailed on the same day I received the ord...
Read moreer notification and rang the day after), she gave me the tracking number and told me I need to track down the order myself. I rang the carrier - Toll and their system happened to just been hacked last week and unable to help me too. Now I am left in limbo as no body can help me and I am getting charged for the goods that I will likely not able to received. I am in terrible distress all because of their autofill subscription “service”. They sell it like it’s meant to make their customers’ life easier but it seems like all they care about is the auto sales that involve and don’t seem to care about helping their customers!! Beware if you have an autofill subscription! Massive scam!1 comment
Customer SupportOPSM
Good Morning,
We value your feedback and we are sorry to hear about your online ordering experience....
Read more Can you please PM your order number and contact details so we can look into this for you? Best Regards, OPSM Customer SupportPolchie225Melbourne
- 2 reviews
Customer care never respond, product not arrive
Multiple emails sent to customer service since the 26th Dec with no reply. Customer service on the phone did not help and did not follow up and query. Product did not arrive.
2 comments
Customer SupportOPSM
Good Morning,
Thank you for your feedback and we are sorry to hear about your online ordering experience....
Read more Can you please PM your order number and contact details so we can look into this for you? Best Regards, OPSM Customer SupportHi the order has been redirected and arrived. Just a lack of communication and response but all good as long as the order arrived.
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Bonnie N.Sydney, NSW
- 2 reviews
Customer care as useful as Mr Clippy in Microsoft Word
- Had an OPSM contact lens subscription.
- I wanted to delete an old address attached to my subscription. I already have a new address attached to my subscription. Their online account management interface did not allow me to delete the old address, telling me I need to remove it from my subscription which I obviously already have since I have been receiving my contacts to the new address since August.
- Sent an online enquiry asking why I can't do so and how to remove my old address.
- On 18/12/19, Kay from OPSM AU Customer Care Team respond...
1 comment
Customer SupportOPSM
Good Afternoon,
Thank you for your feedback and we are sorry to hear about your online ordering experience....
Read more Can you please PM your order number and contact details so we can look into this for you? Best Regards, OPSM Customer SupportFind out how OPSM Online Store compares to other Optical Retailers
Know better, choose better.
luna K.
- 2 reviews
- 1 like
NO Customer Service
Ordered 2 boxes contact lenses, the parcel has been shipped without any tracking information. I want keep an eye on it since I will be on vacation soon. Called the customer service twice but no one answer the phone. Left a voice message no one call me back. Sent emails twice and no response at all. Sadly, I should read online reviews before making purchase. Don't order from OPSM online and do not waste your time and frustrate yourself.
1 comment
Customer SupportOPSM
Hi. We are sorry to hear your communications have not been replied to. Our customer service team is available to assist you Monday to Friday 9am - 5pmEDST.
Please feel free to contact our support team on 1800626300.
...
MaurrenMelbourne
- 2 reviews
- 2 likes
Worst customer service and online experience
Ordered contact lenses from Opsm a few times online , every time have had issues with their ordering from wrong lenses being sent , charging my credit card twice for one order , receiving stock that expires in a short time frame . Customer service a rude and d not want to correct any issues as that would require them loosing money !!!
1 comment
Customer SupportOPSM
Hello Maurren
Thanks for your feedback. Can you please confirm your online order number so we can have a look for you. This does not sound right that we would not even offer you a return and full refund because we have a 30 day return policy. ...
Read more However we cannot amend orders once put through our system as we physically have no way to make adjustments manually and unfortunately will affect our auditing if we just process a manual refund. By the sounds of things - it probably has not gone right from the beginning for you. We do sincerely apologise for your bad experience but if you could please provide your contact number so we can have a chat with you about your online experience? Kind Regards Customer SupportDon't use OPSM if you need to see
OPSM's customer service is appalling. I have their contact lens subscription. 2/3 order they have had "technical difficulties" which resulted in me 1. having to call multiple times to ask where my order was only to be met with a lack of answers from OPSMs end and blaming their IT team 2. Running out of contact lens which was avoidable because I had ordered with a 2 week grace period.
Should seeing being important to you, do NOT order contact lenses from OPSM.
After 14 business days, I again reached out to OPSM where I was told they had droppe...
Read mored the ball multiple times with escalating the issue to IT and could not guarantee when IT would be able to fix the problem. They recommended they cancel the order and I could reorder. No discount, no trial lenses, nothing-Nothing more than an "I'm sorry for this inconvenience". Safe to say, I did not reorder with OPSM and will be taking my business elsewhere.1 comment
Customer SupportOPSM
Hello Erin
Thanks for your feedback and we are again are sorry to hear about your online experience. This has been forwarded to our eCommerce management team to show them how the systems issues have affected our customers....
Read more We would like to send you out a gift card as an apology if you could please PM us your details so we can forward that to you to use in store. I know you mentioned you have gone elsewhere but our gift cards are valid for 3 years and if you change your mind - you can always use that towards your sale. Thanks and we hope to hear from you soon. Kind Regards OPSM Customer SupportMariya PSydney
- 2 reviews
Traumatic Experience
At first the ordering seemed straight forward, the tracking didn’t work but the package arrived, so I didn’t really worry about it. But unfortunately the first lenses I ordered with them didn’t last the 3 months I paid $160 for. The lenses that were apparently specially made for my eye contour fell out within days. I blamed myself for this, maybe I rubbed my eye too hard? Maybe my contacts were dry. So I ordered again, and this traumatic nightmare of an experience begun with OPSM.
1. A week after I ordered I received an email stating my order i...
Mar
- 3 reviews
- 1 like
- OPSM Online Store
- Verified customer
Don't order online!!!!
Never order online. Stupidly I have multiple time and they keep stuffing up delivery address. invoice address correct yet it's delivered to the wrong address. blaming me or toll everytime
2 comments
Customer SupportOPSM
Good Afternoon,
Thank you for your feedback and we are sorry to hear about your online ordering experience....
Read more Can you please PM your order number and contact details so we can look into this for you? Best Regards, OPSM Customer SupportWorst customer service. Contacts delivered to wrong address and still can't explain why. I just keep getting told they were delivered to XX on xx date. I don't live where they state it was delivered t...
Read moreo and all my address details on the order and my account are correct. No further contact or explanation . Just lost a very loyal customer. And I'm sure to tell everyone never to us OPSM.Questions & Answers
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Customer SupportOPSM
Good Morning
Thanks so much for your feedback which we will pass onto our ecommerce team. Can you please verify what type of lenses you ordered so we can give this as an example to the team to update...
Read more this on the website? Do you also have an order number so we can have a look too?