OPSM Online Store

The prescription wasn't even correct!!! These subscription plans are such predatory practices. I knew I had cancelled this plan because 1) my subscription has expired and 2) their payment system never works (always rejects my working cards). It somehow still renewed and within 30 minutes of the order being made I made a polite call to customer… Read more

care to cancel this, expecting an easy "no worries" answer, given it's not a correct prescription, or at least options such as updating the prescription. 4 days later I got a reply and this is their cold response to me (who had been purchasing contact lenses from them since 2020):

"I have requested that your order be cancelled; however, I was informed that it has already been processed beyond the point at which we requested cancellation. Once the order is shipped, you will receive a shipping confirmation email with a tracking number. Please note that contact lenses may only be returned and not exchangeable or refundable unless defective."

They have lost me as a customer forever. Phone calls to the customer service team gets "we will review this" and no response ever. I have completed a credit card dispute to hopefully claw money back from them and never shop with them EVER EVER again.

Normally, I'd use the very much not local store. Since that is a day trip away and my year old reading glasses ejected one of their lenses in the paddock, I figured that I'd go with the online store. After a couple of hours of navigating said… Read more

online store to figure out how to spend the least amount of coin despite said store clear intention to prevent that due to aggressive siloing of product, I managed to generate two sets of spectacles for just over $300. Which, after a few years of store visits, is just short of revelatory. Of course, there's a sting in the tail. Luxxotica tell me they've shipped and then I get shipping info from DHL (of course, it's from China). And now I know I've made a horrible mistake. Luxxotica has only my PO Box as an address. DHL pretends OzPost doesn't exist. Three days later DHL tells me the parcel has arrived in country and they've handed the parcel over to a "local courier". Not our problem anymore! A week later and I email OPSM's customer indifference centre asking what's going on...

Crickets.

Today, (four days later) I get a phone call from a nice lady who's a courier in a town 250 kilometres away saying I can't deliver to a PO Box. [Sigh] And I say...I can't get a courier to deliver to my address so why do you think I have a PO Box?

So now my glasses will get to me via my mechanic...only a week or so late.

OPSM. Can you even online shop? Or should you have bought Specsavers?

I ordered Ray-Ban sunglasses on 10 June 2025 during a sale that was available across multiple stores. I chose OPSM, trusting their service. However, I received no updates for over a week, so I followed up myself on 19 June — only to be told later that my order was cancelled and refunded without warning or explanation. I was extremely frustrated,… Read more

especially because the sale had ended, and I could no longer purchase the same product at that price. Today, I received a generic response saying they’re still "checking with the relevant department." That reply came after I chased them up, and it doesn't solve anything.

Because of OPSM’s delay and poor communication, I missed out completely. I feel like they didn’t value me as a customer at all. I won’t be shopping online with OPSM again — and I honestly can’t recommend them.

Consistently Good – We have been assisted twice now over several months. Once when we unintentioly ordered an old contact lens prescription and the most recent when a single torn lens was replace with a full packet of three lens. If the correct procedure for returns is followed it appears there is no difficulty. Thank you OPSM. Show reply

Best customer service – I have made my wrong purchase due to my confusion of the product itself on the website. I immediately contacted the customer service team for return and refund policy before my 30 days period ended. Celine in customer service team is the person helping me out with my issue. She's professional and prompt to help me out without delayed. Cheers out… Read more ·  1

to the well-trained team at OPSM. Wish you guys all the best and make more customers happy as I am. Definitely I will always come back to purchase in OPSM.

Good Service – I bought sunnies with OPSM online. Although customer care via email does not respond, OPSM facebook respond to my enquiry of the shipment details. Then their customer care replied to my email with shipment information. I was able to get my sunnies on time and securely packed. Thanks Show reply

The OPSM website is one of the most frustrating websites to use . For the technology we have these days I don’t understand how this website is so slow and and has so many glitches constantly. The amount of times I try to log in and it says incorrect password when I know the password is a joke. You then have to request a new password and the link… Read more

does not even arrive to your email at all . I have had to msg support a number of times about this . If you do happen to get in to your account , it just spins so slowly when you try to navigate. The Afterpay option also very rarely works at check out , though they have Afterpay as an option but doesn’t appear when you purchase anything . I also recently bought contacts and contact solution and I never received the contact solution. How hard is it to pack an order correctly ? Unbelievable that they are trying to rip people off this day and age . They are yet to respond about my missing item .

The current state of the company is shambolic. As a 20 year customer, it's sad to see such decline. I have had increasingly negative experiences in store over the last few years and the online customer experience is an after thought. The customer care number listed directs you to the local store which cannot help with online orders, only to… Read more

receive an email reply 4 days later saying that is too late to resolve the issue (when they were contacted immediately after this issue arose). Will not be giving them my business going forward.

NEVER BUY WITH OPSM - ONCE THEY HAVE YOUR MONEY THEY DONT CARE. OPSM have very long wait times for post care (45min +) and 1 min wait for help pre purchase. They will avoid calling you back when you raise any issues. Dont bother with online. Most stores are rubbish too, but some have decent sales assistant. If a store advises to call OPSM - DONT… Read more

- deal with store directly.

Would give zero stars if possible. Tried to help my mom buy a new pair of glasses and get some insurance claim back, but was advised incorrectly EVERY step. 1. Was told to buy frames separate from opsm online then bring in to make glasses. When i brought the frames in the sales assistant said, oh actually this isnt the right process (previous staff were just casuals) 2. I asked her if i could just refund and start again to ensure it was right, she advised to try with the current frames and that she could fix it if any issues with claim. 3. Claim was obviously rejected. I followed them up each month from July 2024 to March 2025 having to explain my case each time (wait times are 45mins+) and promised a call back each time. It did not happen until 2025 when it was conveniently too late to make any changes. "oh its 2025 now, we cant change invoices". 4. This was unacceptable so i demanded this be escalated - got a call back in March stating my invoice was addressed incorrectly, yet the sales assistant in store confirmed everything was fine and i would get a claim back. I was not advised there was an issue otherwise i would have return the frames then and have it all completed by the store as i originally wanted. 5. All [Name Removed] said was, "this has been raised to management and there is nothing we can do". Did not have a response to any of my questions (i.e. why was i advised your by sales staff this would work?) then had the audacity to say, "I DONT BELIEVE THE SALES STAFF ADVISED YOU".

WOW. absolutely shocking. Don't expect them to try and help at all once they have your money.

Website Not Working Subscription Plan – Website and subscription plan is not working. I cancelled a subscription back in January, however I have been billed again today and the website has not correctly cancelled the subscription when I clicked cancel. I called OPSM within 5 minutes of the order going through and they were not able to cancel the order, to add to this they have a no… Read more

returns policy. Not only was the subscription cancelled back in January, the subscription dates frequency does not even align with the original agreement, first order being on 07/10/2024 with a 4 month frequency, meaning next order should be made on 07/02/2025 (in 3 days time). I have tried to escalate this through their customer service escalation policy. I am not happy to pay $87 for this order as I have not authorised it.

Worst customer service for shipping – I am extremely dissatisfied with the customer service I received. I placed an order for contact lenses on January 8th, but have yet to receive any shipping updates. Although I was asked to change the color to expedite shipping, I agreed, but it has been almost a month and my order has not been shipped. Unfortunately, this is my third negative… Read more

experience with the company. Despite loving their products, I will not be placing future orders due to the consistent disappointment. I would not recommend this company to others.

Unusable and misleading online store – The website is unusable. For example: 1. Search on price range is useless as it ignores lenses cost which in the case of OPSM is often much more than the frame 2. Virtual Try on option turns itself off on every new search 3. Booking an eye test asks you to enter all personal data, select an available time, then tells you the time is not actually… Read more

available and clears all the personal data so you have to enter it all over again. 4. Allows you to sort on price low - high , high - low. Neither works prices are all over the place. 5. Unbelievably you can only add 1 item to the shopping cart 6. Given their prices on frames, and especially lenses are so high , I suspect the above flaws in not including lens cost and not sorting correctly on price are deliberate obfuscation.

Online store very slow – Ordered some contacts online. After 7 days still no dispatch confirmation. Sent email asking for update. OPSM support got back to me 3 days later. No apology, just your order will be dispatched shortly. Received C/L 16 days after order. In the mean time I ordered another box of C/L from a different supplier and it came within 3 days. Won’t use OPSM again for any online purchase.

Stay away from online store – Online store and subscription service is useless! 2 orders ago, they completely forgot to process my order - had no problem taking the money though, then made some excuses about products bring on backorder. When I went online to check you could see that the order date was 2 weeks after they had already taken the money from my bank account, only… Read more

after I had made an enquiry about where my lenses were. This most recent order got delivered to the wrong address in Bundaberg (I'm in Ipswich) and has now gone missing. I have since cancelled my subscription, don't bother!

AVOID buying online – **AVOID* Online store has disdain for customers. They are not able to organise their own information. They blame customers for ordering the wrong scipt when they produce the script. No after sales service. You are safer with an unknown site. This is what happens when your a massive global monopolising entity (Luxotica). Arrogance.

Wont shop here again – Ive ordered from opsm from there distribution centre and two pairs have arrived bent, twisted and writing on inside has been smudged looking,questioning the authicitiy...

AWFUL Customer Service – Toll failed to deliver my contacts in April, the contacts were returned to OPSM warehouse. Cost was nearly $150. Contacted OPSM initially no worries to refund me as they received notification that the contacts had made it back to the warehouse. After weeks of no refund, followed up and they asked for my private health fund details only then to… Read more

issue the refund (they told me initially it was already processed and would take the standard refund timeframe), provided health fund details in May/June. Waited a couple of weeks, still no refund. Have followed up 2-3 times via email and on OPSM Facebook messenger as now I am getting no replies on email. Still no response, no refund, nearly 2 months later and unsure if this will affect my EOFY rollover. Not happy. After 10+ years as a loyal customer I will be switching providers.

Save yourself the hassle – avoid OPSM at all costs – After 11 years of loyalty, my trust in OPSM has crumbled. The unreliability of contact lens deliveries and constant issues with their partner, Global Express, have left me frustrated, to say the least. OPSM's refusal to take responsibility and passing the buck has pushed me to say goodbye. Save yourself the hassle – avoid OPSM and their online sales at all costs.

Don’t use the contact lens subscription service – I received the incorrect contact lens prescription. I immediately contacted them to return the unopened boxes, but they have a no returns policy. I then tried to return them in store - I said I would give them to them for free and they could use them for someone else (unopened and within a week of receiving them) I was told they would not take… Read more

them and I should throw them in the bin.

I’ve cancelled my subscription and found there are plenty of other retailers that are much cheaper anyway.

Website is slow and broken – The online store is very slow - browsing is tedious. "My account" doesn't even load. The experience has been so bad over the last 12 months that I'm not shopping there ever again. I rarely write reviews, that's how bad the experience has been.

Good luck getting a refund from OPSM!! – I purchased a frame from OPSM online. It arrived after five days. It did not fit, so I returned it using the included Australia Post label on the same day. Two weeks have passed, and no refund has been issued. I have emailed OPSM twice and called their customer service twice, and each time, I am given a canned response of "Refunds take seven… Read more

days to be processed", whilst I returned the item precisely 14 days ago!

No matter how often I email or call them, I get the same nonsense response: "Refunds take seven days to be processed".

Awful online customer service – The missus ordered $800 worth of contact lenses online. 2 weeks after having taken the amount from our card the order remained in Processing state. Called the customer care and was basically told they did not see her order at all in their system, followed quickly by "I can't help you any further because you are not (missus name)." thanks for making me panic and wondering if the missus fell for an online scam

Incorrectly charging me – I order online multiple times a year from OPSM and have for many years. I was signed up to subscribe and save and CANCELLED my subscription months before it was due. I was charged and my subscription was some how still active even though it had been cancelled.... I informed opsm of this and received no help at all. I have been a customer for years… Read more

and years and cannot believe opsm would use my card details to falsy charge me... stupid thing is I have always ordered my prescription from OPSM and would have ordered in a few months but now never ever again especially with their customer care being no help. Avoid using opsm if you don't want to be wrongly charged.

Worst optometrist – If I could give a negative 10 star rating I would. The online ordering is crap. You will never get any updates and have to chase up where your order is. OPSM uses Toll for its deliveries, which makes sense; one useless company using another well renowned useless company. Two weeks after ordering and having no update, I reached out. Turns out Toll… Read more

attempted to deliver it, but they don’t deliver to AusPost PO Boxes because it’s their rival. As if the end user gives a toss about your self perceived rivalry. I then had to make the trip out to some industrial area near Sydney airport and take half a day off work to pick them up. Stupidly, I forgot to cancel the subscription and a few weeks later the automatic order went through. I emailed OPSM to see if I will need to make another trip to Banksmeadow and the dipstick staff member replied to say she had processed a refund for me and that the contacts were on their way back to the OPSM warehouse. At no point did I request a refund. They take forever to reply as well. The in store staff are just as inept. It’s amazing that such a useless company full of so many dipsticks manages to have such a large market share. Should’ve gone to SpecSavers.

OPSM Online, no integrity or customer service.. the blind leading the blind! – After being a loyal OPSM customer for over three decades over the last few years there has been a marked and deteriorating decline in service. At first I suspected pandemic concerns and strains, but this month's experience suggests the debacles are only getting worse and the integrity and service ethic is non-existent. I regularly subscribe for… Read more

contact lenses through OPSM's online subscription service. My most recent order was stalled for weeks. I was then advised of a change to my subscription service to facilitate new lenses with technical superiority. Then I was advised that my existing order was now on back order and would take another 3 weeks to be delivered. I visited my local OPSM store and was advised by their optometrist that she knew nothing of the new lenses! So OPSM still have my money, if I persist I am not sure of receiving my original order, and alternatives are not in stock. I hope Woolworths, Coles and Chemist Warehouse are monitoring the opportunity afforded by OPSM's once premier brand being trashed!

Worst experience ever! – Ordered an optical frame online 4th January 2023. OPSM apparently could not find the order. It has been an absolute nightmare dealing with their customer care. They are non responsive, social media team also now non responsive. Out of pocket money and no sign of a refund. Have opened up a case with PayPal to try and retrieve my money back. DO NOT… Read more

ever use OPSM online! Worst experience I have ever had dealing with a company. No product, no refund, no communication, blatantly ignore emails and can never get through on the phone number they provide. STAY AWAY FROM THIS ONLINE RETAILER!!!!

If I could give a zero, I would – Ordered a pair of glasses last year 12 November. I heard nothing and found a refund in my account. No email or communication as to why. I had to log onto the website to check. It said no prescription which was not the case. Tried again November 23 and purchased another pair. Heard absolutely nothing for weeks until I contacted via email. I was… Read more

then told 9 December that the glasses were entering the production phase. Today (4 Jan) I emailed again. I then received an email from PayPal to say I had once again been refunded. No communication from OPSM. The most frustrating part is that I have now missed out on my healthcare rebate. Don’t order online. Just don’t do it.

Not happy, Jan – I’m the same as above. It’s been a month since I ordered my contacts and still nothing. I got a tracking number that just didn’t move. Have had to contact Celina time and time again. “Have resent them” but nothing comes of it. Seriously, do better. People NEED contacts to SEE. We aren’t buying a new piece of clothing.

No customer service - take money out of your account and not send anything! Thieves – They debit your account and not send product until weeks later. Thieves!