The Optical Superstore

My husband and I both purchased new glasses from the Capalaba store. We were extremely happy with the customer service and our glasses are great quality, affordable and fitted well with just the original fitting. Overall very impressed. Show details

Extremely low quality control. ******** UPDATE The new replacement glasses also have a loose lens. I didn't notice it when picking them up, but 2 weeks later one lens is definitely loose! NEVER GOING BACK TO Optical Superstore ********* DO NOT EXPECT QUALITY OR EVEN GLASSES THAT ARE USEABLE AT ALL Optical Superstore use Hoya as then lens… Read more

supplier who have little to no quality control! First pair of glasses had an overlap/run of the lens coating, right in the center. Imagine a how paint runs on itself and is double the thickness. I noticed a I was getting headache and migraines so had another test and my eyes had hardly changed but I got new glasses anyway. Apparently Hoya wont redo the glasses because I'd had them to long. Next pair of glasses I was told they would be less that 3 weeks, just after 3 weeks I went in to see what was happening and after people looking even I was told they got a message the day before that Hoya had broken my frames. So even if they were not broken they would have been over 4 weeks to get. I was told the replace would be a priority and be a lot quicker. 3 weeks late! I get the replacement. A few weeks after getting the replacement I noticed one lens popped out very easy while cleaning them. I got out my magnifying glasses and jeweler's screwdrivers and attempted to tighten the loose side, but it could not tighten more. On closer inspection it was a totally different screw! So Hoya lost the original and replaced it with a dodgy screw. So I returned to optical superstore and showed a team member. I express my dissatisfaction that the glasses took over 6 weeks and were still not right. They questioned 6 weeks and then checked to see I was right. They then looked at the glasses and said, "but the lens didn't fully pop out did it?". I almost blow my top then saying, when you buy a new anything you expect them to be all new and woulding properly. They then found another pair of the same glasses but did not have a screwdriver to change the screw over. I was told they would pick up a screwdriver from the other store and change it over the next day. The next day I drove to the store but received an important phone call before I got out of my car. So I sent my 16yo daughter into the store. She returned with my glasses saying they can't fix them and they are ordering a new pair for me. If I went into the store I most likely would have lost it. I don't know how these new glasses are going to turn out as the last pair they had to make where my eyes were as they are trifocals. So Optical Superstore and Hoya out of 2 pairs of glasses are have failed 3 times by Hoya and 2 times by optical supers store and still counting! Absolutely no quality control at all!

Fantastic customer service – We recently moved house and went to the Southgate store as it was closer.. The staff were so friendly and helpful .. listened to what I needed suggested going into multifocals.. so glad I listened .. For such young staff they certainly know what they’re talking about and actually listen ! Thankyou ! We will all coming to this store now ! Show details

Exceptional & Professional Optometrists – Park Beach Plaza store Coffs Harbour. Optometrist Rachael and her colleague Alinta were amazing. Solved double vision problems other discount & premium stores hadn’t. New readers & multifocal lenses are great, best I’ve had in at least 15 years. Frame selection & fitting not as good, had to replace one set. Show details

Best Service – As a senior citizen I purchased my new glasses, after visiting other eyewear stores in the area, solely as the Manager, Christine gave me such helpful, patient and caring service. Show details

I have been going to the Optical Superstore Brookside for many years and the Optomitrist has reported over the last 3 consultations at least, the presence of cataracts in my eyes. I contacted reception this morning to ask for a referral to an Opthalmic Surgeon so that I could have the surgery done as soon as possible, since this summer I am… Read more

really noticing the effects when driving during the sunny time of the day. The receptionist refused and he said I would require another appointment even though I had my last appointment earlier this year. Obviously, in early 2026, I will be be seeing an Optomitrist at a different Optometry Practice as this experience indicated to me that customer service is not a priority for the Brookside Optical Superstore.

They won't stand by their warranty, coz I didn't get the superheavy duty coating on my lenses. I spent $700, bought 2 pairs, multi-focals, one was transition and one was polarised sunnies. I noticed a small mark on one side, in the coating, when they went dark. Coz I didn't get the superheavy duty coating, ( that they never told me about ) the warranty doesn't cover it.

I have been with optical super store for 8 years now ,I love the staff they are so helpful I even followed them to another centre after they left golden grove shopping centre .. so I was sad today after picking up new prescription glasses this week when I called back to ask why I’m seeing a blue line when looking up .. the lady said …it’s not the… Read more

glasses !!I’ve never heard of this !!and I’ve worked here for 20 years plus said it was probably from my vertigo .. !!! I got off the phone and googled it and it is something that can occur with new prescription lenses … hmmmmmm .. glad I did my research

My uk glasses frame broke so I went to Alice Springs Optical Superstore. The team there helpfully explained superglue unlikely to work on my glasses frame. We agreed best option was to try and find a replacement frame from their stock. On return 30 minutes later, they had fitted my lenses into a replacement frame which I liked even more than the original and only cost A$58! Great result, great service & a friendly team. Show details

I have been going to this store for about 15- +20 years today I made an appointment for 1.45 today the 09.05.2025I arrived a few minutes early and there was no problems until I went into see [Name Removed] and he was so rude and got very angry with me because had been asking me to read this out and then he would ask to just read and I was not sure… Read more

whether I should be reading or just answering, he became very annoyed with me and after this went on several time I moved the instrument away from my eyes and asked him not to talk to me like he had been. We started again and sure I did make a couple more mistakes, so I pushed the instrument away again and asked him to terminate this test and he obliged. I have to also add that I last saw [Name Removed] nine months ago and he was very similar then, but not as bad as today. Before that visit I have seeing [Name Removed], and she was so good and never had a problem with her. My details can be confirmed by the store in question.

Went from goldcoast all the way to upper mount Gravatt. Got caught in traffic and was late for 7 mins, got refuse to do eye test because I was late?!! There is no courtesy for customer. Rubbish service ! Show details

Terrible customer service – Very unhappy with my glasses. Can't wear them they make me dizzy. Customer service was less than impressive . Would not buy from them again

The device was okay inexperienced staff except one member he has been with both stores in Port Macquarie – I gave the optical superstore a second chance ….the distance was incorrect asked and paid for extra side vision and anti glare Show details

Glasses fail within 12 months. Questionable quality – I have purchased x2 pairs of glasses through the Gymea shop on 5 - 6 separate occasions over an 8 year period and without fail one pair or both will suffer some defect within the 12 to 14 month period which renders them unwearable. Show details

Disappointing experiences – I have delayed writing this review as I really dislike leaving one stars. The first bad experience began when my husband’s new lenses were handed over with a defect in the transitional lens coating. Yes, they were replaced, but it took over a month, which in addition to the original 3 week wait to get the first pair, meant 7 weeks between payment… Read more

and receiving usable glasses. The second bad experience: Despite asking specifically about the speed of transition from dark back to light (such as after coming inside from outdoors), and despite being assured that the lenses transition quickly - they most assuredly do not!! It can be up to 10 minutes before the (multifocal) lenses can be used to read anything indoors due to how long they take to change from their darkened state. The third bad experience is with my own glasses - the lenses pop out all the time! I can pop them back in myself, but it’s not the point. I don’t live near the store where we purchased the glasses (Hervey Bay), so I can’t do anything about it.

Very poor Service – Two stores with very poor service , lens fell out glasses 6 months old , lady n manager could not careless Ended up going to Costco optical served me ,fixed my glasses n was out in 10 mins lens was not in right . Never going back . Show details

Poor service – Rang made an appointment over a week ago, I told male on end of telephone I was required full tspecial testing and new glasses. Drove one and a half hours to appointment only to be told at 9.00am I only had been booked in for 20 minute appointment and thry couldnt do the extra test then and I needed to come back at three for the special test I needed .They were most unhelpful actually couldn't care less even made out it was my error.. Show details

I don't think I would go back didn't pick up I had Cataracts in both eyes – Made my glasses and had to go somewhere else a few months later then had to have 3 eye surgery after

Terrible Customer Service – Went to the Chermside store and the lady at the counter was terrible. I have been going there for so many years & she made it very difficult for me for me to get a new pair of glasses & the worst part is they lost my prescription. I will never go back there again Show details

No warranty – I was a customer for many years but will never deal with this company again. My last purchase was a pair of titanium framed multifocals, quite expensive. Six days after after purchase, I discovered that a lens had fallen out and became lost while walking in a shopping centre. I returned to the store, expecting the lens to be replaced under… Read more

warranty. The attendant completely refused and said that I would have to buy a new lens, stating that "it must have been my fault". I pointed out that it was probably poor assembly quality on their part, but she would not accept that.

Best prices, excellent service – Very pleased with the quality of my distance glasses. Optometrists paid attention to details and the eye tests were very thorough. Definitely recommend. Show details

Excellent – I have been with this company ever since they had the one store in Wickham Terrace. The service they have provided over the 30 years or so has been excellent. The staff has changed over the years but the service hasn’t and I cannot recommend them highly enough.

Overall poor service – The optician was very professional, however found the staff to be most uninterested and very offhanded with its clients. this was my general observation with other people that came into store. when visiting this store the first thing that you see is a lot of children toys littered on front counter a very impolite way to say, non verbally to stay… Read more

AWAY!!!.

No approach by staff to offer assistance. No help in glasses selection.

My wife and daughter all made the same comments at different times. When this shop was located upstairs the older staff were Great to deal with.

Younger people do not care about clients any more Very Sad!!!

Unacceptable lab work! – The staff were great and just as frustrated and disappointed as I was, with the the bad quality my glasses were when they were returned by the lab after new lenses were put in. It was the third time and they still couldn't send me proper lenses in my frames. That was the second time I returned them for the same reason while under warranty (slight… Read more

fogginess on lenses) The first was 7-8 months ago ,and even back then, they had to be sent back , because the lab didn't have the correct prescription. I had to ask for my money back. The manager felt very badly as it was inexcusable.

Ripping of the blind – I have mono vision yet i have to pay full price for lenses when they put.glass as other lens This is a blatant ripp off for the vision impaired Its all about the $$$ stuff the disabled.... Show details

Such wonderful staff – Visited the optical superstore in Port Macquarie for a recurring erosion of my eye. The optometrist was amazing. Reassuring, caring, and professional. I cannot recommend highly enough. 10/10.  Show details

Hyper dome store – So disappointed with a no go attitude . as I had wonted new frame . I had broken the arm .so is all I was after new frame. But optical superstore in inala help and found 2 new frames .so hyperdome optical superstore need to be better service. Was told couldn't help only send them somewhere else to be fix. Very unskilled . Show details

Great service & product – Very obliging staff and the optometrist listens & spends time going through all aspects .The quality of our glasses is exceptional. Highly recommend.  Show details

How much longer do I need to wait – Kearneys Spring, Toowoomba, initial contact to book an appointment was the 23rd December 2020, it's now 3rd May 2021, still waiting for my glasses. After waiting 2 weeks for the 9th Jan, 2021 appointment I received a call for the appointment to be pushed back to the 22nd Jan 2021 another 2 weeks. Finally attended the appointment for the eye test,… Read more

picked the frames out. Paid in full on the day, big mistake. 16th Feb, 2021. Received a call saying they won't warranty the lenses because of the rimless frames do I still want them they asked, I said I need them and I have been waiting this long, yes I want them. 1st May 2021, receive another call saying now that they can't fit the lenses to the frames. Do I still want the glasses with a different type of lense or I can choose another frame. I decided to choose another frame. I went to the store that same day, chose the frames and asked will I be getting new frames or the ones from the display rack? She said the ones from the rack, if I want new frames I will have to wait until she orders them in and then she will send to have the lenses fitted. My word how much longer is this going to take, I'll be due for another eye test by the time I get these glasses.

shoddy service – i was a long term client of the Coffs Harbour store. I took my glasses in because the ear piece had broken at the hinge they told me that they no longer had a similar frame but would try to get one after four days and no contact i went back and was told they they could send the glasses away but no guarantee that they could be repaired ,if not i… Read more

was up for new lenses and frames i asked for them to be returned which they did .when i got home i found that some of the parts were not returned namely thr small screw and the tongue connecting the ear piece to the frame i retuned them to the shop within an hour and was told to come back in 30 mins , when i returned i was given some foreign parts that did'nt fit either the frame or the ear piece and was told by the manager "see what you can do with this" what a pathetic attitude i wont be returning and will take my business to another optician

selling used dirty frames – Disgusting how they sell their frames . Terrible experience terrible customer service I paid frame only the girl sale assistant sold me the frames I tried on from the display . I asked for a refund because it was not brand-new not been packaged.. she didn't even bother to check if they have brand new or clean them , on first until I argue my point… Read more

there were been used trying them on by multiple people been stretched and wear and tear and is not New!! .

They've got brand new in their drawers brand new and for the display again for the next customer to try on for the display this is madness sale. The manager lied and said that's why they're on special this is common practice selling to customers from the display cabinet and not by order new or from the drawers,

Another unethical issue She even demanded my personal details for a warranty to register it , '' you don't need your personal details to get a warranty'' is by law you dont need to provide personal details , your personal details is been recorded. Is a disgusting way of selling the manager said after I said of wear and tear being trying on by multiple customers he said ' the warranty should cover it if they become damaged the warranty should be for your personal use from your usage not from the usage from other customers in multiple numbers. The frames are from wear and tear from multiple customers and form your own this double of wear and tear. REMEMBER WHAT THEY SELL YOU IS NOT 100 % BRAND NEW IS OLD AND WEAR AND TEAR, STRETCHED, HANDLED,CONTAMINATED AND OXIDESED FROM ENVIRONMENT AND FROM THE CONSTANT CLEANING AFTER EACH TRY ON .