Owndays

Zero star customer service – I have been a loyal customer of this business, along with my wife, for at least ten years. However, my recent experience at their Westfield CBD shop was extremely disappointing due to poor communication and service. I purchased a new pair of glasses, expecting them to be similar in weight and quality to my previous ones (same brand and size). However, I quickly realized that the new frame felt significantly heavier. Upon closer inspection, I noticed that the lenses were much thicker and protruded from the frame more than my older pair.

When I returned to the store to ask why, I discovered that the business had changed the type of lenses they use. The staff member showed me the lenses, which were noticeably smaller in diameter. Because of this, the edges became much thicker when cut to fit the frame. This change was never communicated to me when I initially inquired about the lenses.

When I asked about it, the staff member responded in a rude and dismissive manner, simply asking if I wanted to proceed with the purchase or not. I explained that if the new glasses were going to be the same as the ones I had made a few weeks prior (which I didn’t like), I would rather not proceed.

It is clear that this business has prioritized cost-cutting over customer satisfaction, opting for lower-quality lenses while increasing profits. This is not how the same company operates in Japan, where customers are given more options and better service.

Adding to the frustration, I sent two emails to the store’s official contact address, but I have yet to receive a response—further proof of their lack of customer care.

After this experience, my wife and I will no longer be spending our money at this business. I hope they reconsider their approach before losing more loyal customers.

Humiliating Experience – I travelled all the way from Mount Colah to go to Owndays glasses store in Westfield Chatswood today at 1 pm. I went there to ask if they had a spare part that I could buy for my glasses as I had broken them. They told me that I had to spend $218.00 for the whole frame. I said that is very expensive as I only needed the front lens part of the frame replaced. They replied saying that they don't have spare parts. I reluctantly agreed to pay the $218.00 for a flimsy plastic frame and continued to question the staff member whose name is Emily as to why I should have to pay so much after spending nearly $1000.00 on glasses in the past few years. While I was asking her for a definitive reason as to why they don't stock parts, the second staff member standing next to her whose name is Reini decided to add her comment, "Isn't it obvious?" and having a good laugh at me and in front of another customer standing next to me. This arrogant and rude behaviour is unprofessional and demonstrates a lack of care or training of the staff that work there. I asked them both for their names and said that I would complain. They both refused to answer me. At this point, another staff member walked in who was a male. I asked him if he was the manager. He said he wasn't and that they did not have a manager of the Chatswood store. What kind of store does not have a manager to keep an eye on the staff working there?? I replied by saying that a year ago there was a manager to which he replied, "Well they've all gone". I then told him that I was going to make a major complaint against Reini for unnecessarily humiliating me in front of another customer standing next to me at the counter. I then asked him for both of the female staff member's names which he gave me in full including his own. However, I have no idea if they are fictitious names or not at this stage. The previous staff that have encountered in the store were always polite and helpful, especially the manager. The male staff member whose name is Kayden, was polite and tried to help me. He went to put my lens' into the frame but then to add insult to injury, told me that my lenses would not fit the frames of the same glasses I had purchased three times previously. I was absolutely stunned. I then asked him how this could be possible as they were the same ECO2XY frames that I brought with me. His reply was, "They have probably changed the design slightly". So that meant then, I had to also pay even more for new lenses with blue blockers in them that I did not need which would have brought the total up to well over $300. To put it simply, that is extortion! I then asked for a refund immediately. I was offered no apology, discount offer, solution, or anything. I will never buy glasses or set foot in that store again. If a store like Ownday fails to understand the value of looking after its loyal customers and hires young staff who are not appropriately trained and who find it amusing to rudely belittle a customer, do not deserve to be in business. I suggest you stay away from this store and support your local optometrist.

Owndays Chatswood ALL JAZZ AND HOT AIR – Had the lenses of my spectacles replaced in Owndays Chatswood. I was charged $298 for it. When I went into their website to check on their pricing I found out the cost should only be $200 as clearly stated on their website. When I went to pick up my spectacles I point out the discrepancy between what they clearly stated on their website and that I was overcharged $98. The optician who was there did not know the contents on the website and provided a flimsy excuse for the extra charge. Provided me with their email address to submit my complaint to Owndays Chatswood. Submitted my complaint on 1st May and till now they have not bothered to respond to my email. Not sure if they are feeling quilty or sure arrogance by not replying to my email. Poor business practice especially when they stated on their website "we pride ourselves in our simple price system"..........