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 away. 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!
My experiences with Macquarie Street store have been fantastic, good customer service, friendly & helpful staff, my consultant was Rose, she has fantastic customer service, approachable, totally recommend her to friends & family
Worst customer service
spent 10 minutes by myself there and they barely tried to help me! Just because I’m a young girl. They probably don’t care at all. Too bad, just lost a customer
OPSM Mt Ommaney, Ask for Nick!
I've dealt with OPSM Mt Ommaney (Brisbane) for at least 15 years. This time (my fault) I just didn't like what I had bought. Decided to take advantage of "30 Day Satisfaction Guarantee". Went to Mt Ommaney store, spoke to NICK about the style and size of glasses I would prefer. He brought 4 pair of glasses, and 1 was perfect. I upgraded and the increase in price was discounted. I was done in 20 minutes. NICK is switched on, right attitude and knows the products. Service went from what is usually Very good to Outstanding. My daughter came to look but bought from Spec Savers. It was a disaster. "Should have gone to OPSM".
Very, very happy with OPSM !
From the moment I entered OPSM in Belconnen Mall, ACT, I was impressed by the store presentation, the genuine warmth of staff greeting and all subsequent processes of eyes testing (superb and warm professionalism), choosing frames etc. I have now been wearing my new spectacles for four days and am totally “over the moon” enjoying perfect vision and light, super-comfortable, stylish spectacles.
Thank you to all at OPSM, Belconnen, ACT!
Would not use, company's service is poor
Service was very avg, then the smses started. Sent stop as described, still kept coming, cust service unhelpful and wanted me to reidentify, DOB, full name, etc, all to get them to stop harassing with smses trying to sell their products
Traumatised, completely cheated, additional secret costs, bumped price when I looked away, lied about order time
I lost 3 traumatising hours in-store.
The staff member promised me a specified delivery period for the specific glasses I chose, and that was my condition to her - I will not buy unless it's that because I am moving overseas. First hour of consult - she gives me a bill and it is $400 more than expected. I spend the hour arguing with her why there are random extras like computer blue light cut on my DRIVING-ONLY SUNGLASSES, random unexplained costs like a custom-entered 'rimless fee' on top of an already rimless frame (that's like charging for a banana and then EXTRA for the skin ALREADY on it!!!), a discrepancy between what my health fund gap left to pay is and the extra she is billing me, her quoting a lower price before my health card was swiped and then BUMPING UP THE PRICE AS I'M ABOUT TO PAY THE REMAINDER!!! I demanded to see what she inputted, and in the computer I saw all the numbers she fudged to slim some sweet additional commission off of me. She manually adjusted just the total pricing as if no one would notice!!! I caught her out because the itemised list of costs was lower than the total bill price!!!! She said, the computer must've done that! So, I'M supposed to pay extra??? It was also at this point that I went, 'wait, what are all these additional things anyways?' and she started the sales spiel on lens upgrades, etc. I said, show me the catalogue. I saw they are all OPTIONAL EXTRAS. I said, 'why are these EXTRAS in there that I never approved pr was even explained??' She goes, 'the computer puts them in' and I go 'show me'. She freaked and couldnt prove it because in the screen, it actually pops up to SELECT extras as an option. She changes her story. "It's our standard practice to add these things in, I didn't intentionally try to cheat you." Are you serious???
Either way, with all her manual fake charges in there cheating me, I demamd everything be refunded and we start over. This is where I lose another FULL HOUR! On a refund!!! She did everything she could to stall it, even claimed the system won't work, and at one point she calculated just the item costs (excluding the extra sneaked in costs charged on top) and tried to 'show me' that the refund will be only those base costs!!!! Aka, she tried to refuse to refund her snuck-in part of the money!! It took an hour to tell her 'give me back what you CHARGED MY CARD, not the base price of the items'. She kept stalling and stalling, so I said directly 'is there something preventing you from putting the refund through the eftpos machine as is standard practice?' She was cornered, said 'no, I just wanted to show you what'd you'd get back' and finally refunded me when I said 'I would get back what was charged as per the receipt'. You can't crawl out of that one.
What happened next was equally as horrible. She tried to avoid giving me the actual prescription of the eye test done directly before this whole ordeal even started. This wasted more time and I had already missed a meeting at work, lost 2 hours up to this point and my time was running out to get glasses in time. I asked her to redo the order in front of me, with MY CONSENT for what extras I CHOOSE MYSELF and ACTUALLY NEED in eyewear that I WILL BE THE ONE WEARING.
At the final screen of the order on her computer, I wrote down the cost shown which she read off to me for confirmation. As I went through my own checklist, she started to 'prepare' the transaction. She went to scan my health insurance card, taking a long while. Afterwards, I look up and the total had gone up by $10!!! HOW DESPERATE DO YOU HAVE TO BE TO PULL THE SAME THING TWICE?? I had the original total written down in front of her! She 'couldn't explain it and kept telling me 'look it all adds up on screen'. DUH it adds up since you bumped the price! God this was awful, but by this point I'd lost another whole hour! 3 hours gone! I paid just to get the hell out of there - the time investment was shocking.... and yet there was more to go. The 2 pairs I got each have a different use, and therefore need different adjustments/strengths so I confirmed that she entered that correctly which she gave a very vague answer to. All confidence and trust destroyed, I requested a full printout of the order with sphere details and everything else included. She refused. I asked whether the two pairs were specifically adjusted corretly in the order, and her response was, "It's whatever the optometrist put in." YES BUT ONE PAIR NEEDS MANUAL ADJUSTMENT FOR THE SPECIFIC USE IT WILL HAVE. She 'could not confirm' what it is but that it's 'correct.'
But here's the finisher to this whole ordeal: when I said 'I'll call next in a week to check up, hoping it's sooner than the maximum 10 days you said' she went 'Oh gosh, no no! It's not going to get done that quickly, no way!' I nearly fainted. It took all of my willpower not to lose my calm then and there. I said, 'What do you mean???' and she gave me a story about how these are special and how it'll take several weeks or longer to get done!!!!! As in, WHEN I'M ALREADY OVERSEAS and there is NO POINT!!!!! I demanded a further explanation. She said the specific frames in her hand, YES THE FLOOR SAMPLES TRIED ON BY 100's OF PEOPLE, need to be sent to the lab first!! SO I paid $600 per pair before in-store discount FOR USED FLOOR SAMPLES????
Here's the other icing on the cake: I checked the order online, and the lenses on one pair just one pair now suddenly have TWO DIFFERENT LENSES attached to the order!!!!! Just when I thought she couldn't've screwed me any more, I was wrong. What a disgrace that a customer feels regret and dread the whole way through, and just feels trapped and unable to now escape, $400 that now feels absolutely wasted and every day my glasses are not here I get more and more stressed that I'll leave the country without them, and unable to get them adjusted instore before I go in case she's also messed up the sizing and everything else.
Update: I spoke to my health fund who confirmed the prices that OPSM charged me vs the prices they claimed to my health fund are different - there were hidden items which they should have shown me after all when I requested a detailed printout it in-store.
To date, I called to complain before and was told it would be escalated asap and that the regional manager would call me. Still no call for days, my email was ignored as well. Way to completely abandon your customer!!
My biggest worries are:
The prescription is WRONG and will aggravate my eye condition
The lenses are MISMATCHED
These glasses will not arrive before I leave the countryat the end of this month
The frames are floor samples, used and abused until sold
Don't waste your time going to OPSM Hoppers Crossing in the Werribee Plaza. They are hopeless. Specsavers in the same complex however are great. They have great service and prices and use the latest technology for a comprehensive eye test . And no, I don't have any vested interest, just going from my experience.
Excellent service and advice
I've been visiting OPSM on Hay St in Perth several times over the last few weeks and I have experienced great customer service and assistance.
I went to OPSM to see the Optometrist there about managing an eye injury receive from playing tennis. I was looked after well and was surprised to discover that all my visits were to be bulk billed to Medicare.
The care and advice I've received there has seen me through to a complete recovery and I highly recommend the Hay St store and staff.
Visited for eye check yesterday. After testing I was informed I needed to pay $49 for an additional contact lens fitting. I asked for the script but was told I needed to try different scripts to get the right lens. She stated she only had the glasses script. I have never had this answer before and felt it was money grabbing to get me to buy lenses from them. OPSM price is double what I can pay on line. Then I asked if glaucoma test was ok. She told me l need to pay for this test but had told me earlier my pressure was on the high side of normal. This is rubbish OPSM. An eye test should include the Glaucoma test like at other places. Very disappointed at the money grabbing attitude/policies of OPSM.
I got an eye test done - booked the appointment online which was super easy to do. The test was fast & answered all of my questions. Resulted in me needing to get glasses which the retail assistant was super helpful. Purchased & had them arrive within a week.
Made in China
Ordered and paid top dollar for multi-focals, only to be told there will be a delay because lenses come from China and currently trade borders are closed between them and America. Why not made in Australia considering the cost?
Knox City Service!
I came in to the Knox City OPSM tonight 25th April to collect a pair of prescription lenses and frames around 7pm and I have walked away upset and extremely disappointed.
When i was shown the glasses made for me i noticed i had not received what i asked for. The frame design I asked for had bent arms on the display model. I was re assured many times that on the pair being made for me the arms would be straight as i had requested as i don't find the curved comfortable. The sales member who organised this for me a week ago reassured me many times they came stock standard as straight and the reason the ones on display were curved was from customers playing with them and damaging them over time. the pair i received were curved.
Secondly my prescription was incorrect, I couldn't see anything clearly out of them beyond 30cm. i had requested lenses i could use for driving at night and sitting at a computer to sharpen the image and also stop my eyes becoming tired quickly in both cases. i specifically had an "anti glare" for driving and a "blue light filter" for the computer screen applied as suggested by the sales member who i originally saw. when the first staff member i saw tonight realised there was an issue I was passed onto a "senior staff member" to handle the problem. I'm sorry to say, this lady was completely uninterested, very blunt and flat. For a staff member who is working double pay on Anzac Day and starting at 1pm six hours earlier I would expect much brighter customer service than what I received. her eyes were bright red and she looked and acted like she hadn't slept.
She bluntly told me told that the prescription was only for reading glasses, though i had requested from the sales member a pair combined for driving and the computer and was going totally from the information the sales member had given me.
The way i was treated by the senior staff member tonight in attempting to fix these small issues was incredibly unhelpful and a little offensive. I tried to explain to her what the sales member told me and the points she had sold me on and the things i had requested and the responses i got from her were incredibly patronising and uncaring. The look of disgust on her face throughout did nothing to help the experience. even a single "sorry we stuffed up and wasted an hour of your life" or "sorry you've misunderstood how lenses work" would have helped but all i received was patronising rudeness and a throwaway "just come back another day" as though i have all the time in the world to drive around.
I have paid a deposit and still owe $269.00.
To be honest my spare time is valuable to me because I don't get much of it and I did not come in on a day like today to have to return again and to be treated the way i was. I am not impressed and expect much better from such a large business.
No script in my glasses.
I am furious. I had my eyes tested a few years ago which resulted in needing “reading” glasses. I have an issue with focusing and getting headaches from reading. I was still getting these bad headaches even after I had my glasses and looked into other possible issue. 3 years later I get my eyes checked at specsavers and they ask for the old pair of glasses, i am then told, that one side has no script and the other had the tiniest bit that wouldn’t make a difference. Why was I sold glasses with no script? Disgusting seeing as they cost around $300. I will never go back here or recommend to anyone.
Replacement glasses get easily scratched
I bought a pair of glasses long time ago (almost 2 years) and included insurance because they were really expensive, I can't complain about my first pair, quite hard to scratch, almost 2 years and no complains, I had an accident while on the bike and a car run over the glasses,obviously, they got damaged, but still the lenses were not that badly scratched as expected, I shared the story with my colleagues and showed how tough these glasses were. The replacement was covered by the insurance last January, at this time, not even 2 and a half months after, the replacement glasses are getting easily scratched, I wear them all day long, I only take them off at bed time and place them in a case and use microfiber to clean them, I'm a programmer so I really need them and take care of them.
I have noticed that on my receipts the descriptions are different, the receipt from my first purchase said:
Polycarb SV ANTI FATIGUE
And the replacement says:
Polycarb SV ACTIV BOOST DIGITAL
I have no idea if the original and the replacement are exactly the same, however, the quality of the replacements are not even a bit close to the originals. I was really happy with my first pair, but accidents hapens, now I'm disappointed of the pair I got. I attached pictures and the description from the receipts so you can judge by yourself. Not coming back to the buy again. Thanks
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