Promotion offering 20% of contact lenses is a complete rip off. Even with the 20% discount they are more expensive than every other provider! They then try and entice you with a subscription discount (still more expensive than 90% of providers) but the discount is not applicable to this price. Another prime example of an Australian company ripping off its customers.
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.
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!
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.
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
- OPSM Online Store
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...
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!!
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...er 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!
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.
Don'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...d 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.
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...
- OPSM Online Store
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
No issues with the contact lenses but OPSM’s customer service is shocking, they took no responsibility for ensuring the product reached me. The first order I placed took two weeks to be delivered due to their logistics provide being mysterious unable to deliver to a CBD apartment building with 24 hour concierge. I gave them another chance as I reasoned it could have just been a bad experience with the logistics provider. However I experienced the same issues with my second order; when I contacted OPSM they took no responsibility and really didn...’t seem to care if I got the package. After three weeks without delivery (they stated 2 working days for delivery) I requested a refund. They granted the refund but 10 days later I’m still waiting for the refund to be processed and no one will respond. With many other providers to purchase contact lenses from don’t put up with OPSM’s shocking service.
Adam B.Greater Melbourne (Metropolitan), VIC
- 2 reviews
Easy preview - I liked it
I like the images and technology running on the online store. I feel comfortable making a choice from the website alone. I live a fair way from the larger OPSM Hub's so its good to be able to shop the whole range.
The reviewer stated that an incentive was offered for this review
This is a review about OPSM online only
I ordered and paid $200 online for contact lenses on 28 March. I got an email saying the order would be “delivered within 4 to 6 business days”. There was no confirmation of the order having shipped a few days later, so I contacted OPSM to ask about the lenses. I was told they are not available. I don’t think I would have been told that had I not followed up. I also didn’t think it was okay for companies to cancel your order after you’ve paid - surely payment means we’ve entered into a contract.
Anyway, so I ordered more lenses (the ones I usua...
Delivery takes forever!!!!
Ordered contact lenses on the 20th and its still processing. Website say 3-7 working days. It's been a week and I badly need new ones. OPSM should clarify if its 3-7 processing days + delivery time or what... Also, the first time I ordered same thing happened except the lenses were defective. Had to send it back then re order again. Not happy at all.
Horrible choice of courier, no standards of customer service at all
Their choice of courier, Toll, is possibly the WORST courier in Australia. Despite having reception in my building, they have "attempted delivery" twice now and "failed". I have not had any delivery issues with other couriers like AusPost or StarTrack, and the only other option Toll has is for you to pick up the parcel yourself at their depot at Brisbane Airport. Ridiculous. I ran into the same delivery problem with Toll even at my old address, when someone was home. Contacted OPSM for help but gotten no help or response at all from them.
Never making another order with OPSM ever again if they can't fix their customer service team and delivery issues.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.