Lost faith in OPSM
Purchased 2 pairs of spectacles from OPSM Loganholme 6 months ago, both with expensive frames, everything was fine until an arm on one pair loosened dramatically, so I returned them & they tightened the arms, a short time later cracks appeared in each lens in the corners where the arms were secured, returned them & was told they would have to be sent away for lens replacement, I was left with no spectacles for middle distance as my others were for close work only.I was told that it would be would be marked urgent & would take approximately 1 ...week I rang after 10 days & had trouble getting anyone to answer, tried 2 advertised phone numbers when finally my call was answered & I was told that they had not been returned yet, rang again a few days later& was told that they were in transit but as the store I purchased them from was undergoing refurbishment I would have to travel to another store to pick them up when they did arrive as the store would not be reopening for 3-4 weeks- The closest store is now 20 minutes drive away on the Expressway not 5 minutes up the road, which being elderly is why I chose the store in the first place- why wasn't I told this when I returned them? I could have waited, they weren't going to fall apart & at least I could see, now I am unable to see TV without getting a headache or see anything clearly in the middle distance. Very dissapointed with their uncaring service- not at all happy with OPSM
Came in to the store to pick out some frames and order my new glasses. I asked what frames would suit my shaped face, I got no answer, and very little help choosing some frames. I felt rushed and left without helpful customer service. Customer service accelerated once I had chosen the frames and the lady wanted to up sell some anti reflection coating for the lenses. I declined the offer and asked about the blue screen blocking for the lenses, I specifically asked if the blue shadowing shows on the lenses to which I wasnt shown an example yet as...sured it doesnt. Fast forward two weeks, make an extra trip to pick my glasses up 40minutes from home, wrong frames and there is blue shadowing on the lenses. The customer service was just poor. The problem is being rectified however I have felt extremely disappointed and dissatisfied with my experience at OPSM and I truly wish I had spent my money else where. I will never shop There again.
Ripped Off !
Saw my Glasses i wanted online , went had a eye test under Medicare & then was charged $237.00 for the lenses plus the $155.00 for frames. A Family member contacted me regarding he had seen the exact same pair from Vision Direct for $175.00 with lenses. The sales rep at OPSM says they use better quality lenses however i then notified Vision Direct they denied it claiming a same lens.
I am currently asking questions.
Absolute Rip Off
Went to the Westfield Coomera OPSM store, had a eye test with a very nice optometrist and then was taken out to the store to find frames...was asked to then pay $1200 for 2 pair of glasses including a 15% discount and I was asked if I could pay a 50% deposit..
This is totally ridiculous ...went a few stores away to Specsavers and ended up paying $391 for 2 pairs of glasses which to me is far more reasonable...
Will never go to OPSM again, avoid them at all costs....
Absolute Rip Off
Went to Helensvale OPSM, had a test and then was asked to pay over $1200 for 2 pairs of glasses.
This is abuse of their market domination charging $1200 for something that would cost less than $100 to manufacture.. Avoid OPSM and go elsewhere, and pay less.
- Verified customer
Good quality but bad service
I picked up 2 pairs of my glasses this morning from OPSM Carousel and wasnt happy as 1 of them was a different model to what i ordered.
Todd, The guy who attended me wasnt trying to find out whether my order was right or wrong, instead he convinced me that the glasses is exactly what I ordered. So i walked out, and found out from Sunglass Hut that it wasnt the right model.
I went back to OPSM and talked to the same guy, he told me that its the companys fault, that he doesnt know why and that for me to wait for a new one. He did not once at al...
No no to OPSM Melbourne central
I went for an eye test that costs $120 (fine with that), nobody gave me info about the contact lens, the bill comes out $285 total. I was surprised by the total because did they really charge $160 for two boxes of daily lens? I asked for an explanation and this staff [name removed] got sassy out of nowhere. I then decided to not get the lens and she asked: “So you’re happy with not being able to see?” Omg what kind of sales tactic is that? Seems like she is making fun of me that I’m too poor to buy her damn ridiculously priced lens. I was deepl...y offended by that, paid and left and said: “that was so rude.” I planned to buy a frame that cost around $400 and just got lens for the time waiting for the glasses lens to be crafted. They lost my biz and I’ll never come back. I would rather buy cheaper things at specsaver or somewhere else where people are nicer. Go screw yourself [name removed] and OPSM for hiring staff like her. What’s the point of opening so many stores and just let horrible people like her ruin your reputation?
- Verified customer
The worst experience I have ever had.
I am writing this review after three months as I did not want to express my feeling when the frustration was raised and reached the highest point.
The last week of 2018 decided to buy a pair of clear glasses.
Ordered the via Lavington store. After so many times back and forth as each time, the glasses came with at least one issue and after blaming the new lab the order was canceled at the first of April 2019.
at the first week of May again ordered the new pair and again with so many mistakes and extremely bad customer service I received not to...
They don't examine 4 year olds.
I took my 4 year old daughter to OPSM today after it was suggested by the health nurse there was a problem.
I easily made my appointment online after doing research that they tested young children (it said they did, but didn't give specific ages) But that's where my positive feelings stopped. As i walked into my appointment and checked in, the receptionist told me my details weren't in the system. And as a result they didn't know my daughter was 4 and they don't/can't examine children under 6. I was told i could speak to the optometrist which i...
Terrible customer service
Some ladies in the staff don’t listen to customer’s questions, instead give meaningless and confusing explanations. One lady got really angry when I wanted to make sure that the new pair had premium lenses. She told that she couldn’t be arguing/explaining throughout the afternoon about the questions I had. So very rude of them to say to a customer like that. I just wanted to know whether there was a way to identify the premium multifocal lenses from the basic multifocal lenses. They say there’s no way except for the etchings on the lenses and ...they were struggling to find the etchings on the two pairs of glasses. One pair with basic multifocal lenses and the other pair supposed to be premium multifocal lenses, as I ordered premium lenses after I couldn’t read the computer with their basic multifocal lenses. I couldn’t see any etchings on either of the pair. How am I supposed to take one of those pairs home when they cannot say which is which. The same lady challenged me that I better get my money back without bothering her. I didn’t go to opsm to offend them or get refunds. I want a good pair of glasses to use after spending $1000. Finally they said they would send those two pairs to the laboratory to identify which is which.
Hopeless. Southland store.
Terrible customer service. Opinionated personal remarks made innapropriate conversation couldn't be bothered attitude rude incompetent over priced arrogant poor follow up skills they ignore you. Will never go there again.
- Verified customer
Had to get glasses for the first time in my life, I knew it was coming from previous eye tests. I had one earlier this year and when I re-booked as I had problems, they remembered who I was despite having only been in there twice in 3 years which was very nice.
I had my eyes retested and a prescription done. When looking at the frames, they were very honest with what looked nice and what didn't. At no time were they pushing me towards any type of frames or brand name. They told me about the 50% off the second pair (which I did purchase as I wo...
Mis diagnosis and charged twice
After getting an eye test and glasses, headaches and blurred vision developed.
Visited an ophthalmologist and was referred back to opsm and news lenses installed.
Referred the issue to the consultant, store management and head office without any acknowledgement or financial relief.i nor my family or friend will use opsm again
Superior customer service to Specsavers
Better range and whilst more expensive than Spec:(Savers, there's a considerable difference in quality. Unlike their competition, OPSM will make sure you've got the right frames. Size matters!
Worst Service Ever
I have been a customer with opsm for years. I am not sure what is going on with the southland store but the amount of issues I have had with them has made me think it's time for change. Staff are incompetent. The last issue I had was when I took my glasses back to be repaired as the lense had fallen out. I left them and they told me to come back in 20 mins which I did and they were not ready so I said I would come back the next day. When I went back the next day no one could find my glasses and the woman that was supposed to repair them was awa...y. They then told me to come back the next day. I was not happy. I asked for the manager who looked everywhere for my glasses and found them in a drawer. I was then told they would have to be sent away for repair. More inconvenience. Next episode I ordered my contact lenses over a week ago and I told them at the time I needed them before the 12/8 as I was going away.Rang yesterday no contacts in told to ring back today still no contacts and the girl said she would ring supplier and now I get told that alcon the supplier was changing systems and that they would not be in for another week. I was furious as I explained the urgency of the order. I asked to speak to the store manager and I was then told alcon were moving warehouses and so sorry couldn't help me. I then asked her to ring rep and get some express posted or get me a trial pair to tie me over. Manager rang back and said she had a trial set different strengths to what I use but rep said they would work. I went back to opsm to collect the trial lenses that were put aside by the store manager and waited while staff tried to locate them so after waiting 10 mins and watching staff check where could they be no result .They rang the store manager but she did not answer her phone so I had finally reached boiling point and said when you find them you can deliver them to me and once again I told them I was going away on the 12/8 and needed them asap but I don't think that rang any bells with the staff .This store needs to be pulled into line I am over the poor service rude staff and the lack of system they have.Customer service doesn't apply to this store.
Awesome customer service
I had a problem with a pair of glasses I’d purchased last year and the manager of the Westfield Chatswood store Erween was very helpful and has replaced the glasses for me. Very happy with the outcome and excellent customer service. Will be returning for my next pair of glasses. Thank you again.
Rude customer service and deceiving staff
Purchased a $660 dollars worth one eyeglasses but gave us a plastic lenses which has never been explained prior to purchase. Rodvina , customer staff from Bourke st branch was so rude dealing with us today. Had to pay extra $100 dollars to get the right lense we want.
Beware customer dealing with Bourke st branch.
0% Customer Service
Been in the Werribee Plaza Hoppers Crossing store twice in the last 2 weeks to look at new frames. First time it was minimum 10mins before anyone acknowledged me even with no other customers in store and when they did approach me they sounded like they couldn't be bothered. Didnt think much just thinking end of day tired or drained which is understandable. Went in today to actually purchase frames again no other customers in store and the same again this time i was quite annoyed. Walked out really frustrated. I even tried to make eye contact to no avail. Never too step foot back in there again.
The previous company I used to go to we’re shocking with their customer service as they gave me little to no attention. On the other hand, OPSM were phenomenal! They were very attentive and friendly. I felt very welcomed. I will definitely recommend my friends and family to convert to OPSM Camberwell!
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Questions & Answers
I got my prescription multifocal glasses last week. The intermediate vision or the computer reading is not clear at any spot or level. In addition the computer screen appears concave. I returned my glasses and ordered a supreme lens which cost 200 dollars more. I’m not sure what will happen with that too. Why does the computer screen appear concave and why was the intermediate vision all blurred? Aren’t you making the lenses according to the prescription?
It cost me 1000 dollars with the frame and still I couldn’t see properly. I am waiting for the supreme level lenses now, but not sure about it too.
One of the staff explained to me that standard level lenses have less peripheral distortion compared to the supreme level lenses. Another optometrist told me the opposite. Which is correct ?
By the way your customer service is not very nice. They get easily offended when we ask questions to clarify.
Lastly how do you calculate the 30 days of warranty if my glasses take too long to be ready, as it may pass 30 days in the process of finally getting a proper pair of glasses which enables me to read.
Thanks for your feedback and we are sorry to hear of your situation. We would have to lodge a case to higher management about your issue and have them contact you directly to resolve so can you please PM us your details (contact number) and which store you visited so we can get an investigation happening for you to resolve?
OPSM Customer Support
Please send your details to this email firstname.lastname@example.org and just copy and paste the subject of this conversation. We will respond with your reference number and advise further from there.
OPSM Customer Support
Really disappointed that I tried to pre-book eye test appointments for my family at OPSM Cherrybrook whilst on a quick trip back to Sydney and told there is a maximum of 3 appointments in 1 day per family policy?! As we have 2 adults and 4 children we would have to visit the outlet twice over 2 separate days rather than get it all done in 1 day with pre-bookings?!!! I could understand this if there weren’t many booking slots available (shows 10-16 slots online in 1 day!) or no pre-booking of appointments but isn’t this why you have a booking system? Talk about making it difficult for 6 immediate customers just so you leave booking slots available for other potential customers IF they book when those slots may remain vacant for the rest of the day anyway! New policy servicing non-existent potential customers at the expense of REAL and immediate customers???
Good Afternoon Alison,
Thank you for your feedback and we sincerely apologise for any inconvenience this has caused.
We will ensure to escalate your experience through to Regional Management and . Can you please private message your contact details and Management will be in contact at the earliest opportunity?
OPSM Customer Support
Thanks for your response. Can your Regional Management email me per my email address? I have a week to get eye tests done but can only allocate 1 day, otherwise I will have to find another independent provider that can accommodate my whole family going forward due to this new OPSM policy on bookings that will not work for us.
Can you please reply to our private message sent through, to confirm your contact details. Thank you and hope to hear from you soon.
OPSM Customer Support
I received my new glasses last week but unfortunately I'm not happy with them. The lens are kind of ok but the frames are not what I thought they'd be. They are only the $100 frames but all the same they feel and handle like kids play glasses, they feel so very cheap and I can't stand them I'm sorry. I feel embarrassed to go back to the purchase store for a refund, we're in a small town and it can be awkward. Can I go to a store in another area for my refund? Thank you in advance.
Thanks for reaching out to our team. You definitely can go to any OPSM store for a refund but we just want to reassure you that we have a 30 day refund policy for our consumers. Please see our website URL below for more information on returns if needed. It is easier to go back to the same store but you have the option advised as well.
Thank you and have a good day and please contact our team if you need any further assistance.
OPSM Customer Support Services
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