OPSM Avis 151

OPSM sold me eyeglasses with defective Progressive (multifocal) “Polycarb VARILUX X” lenses with all the extras (I was told they are the best they have) Retail Price $1,119.00 (One thousand and two hundred dollars). The lenses developed a yellow tint that worsened badly over time (Most likely bad chemicals), a sign of cheap or low-quality plastic, the coating also failed around the edges and showed as a white ring.
Some months after the warranty expired, I realised that it was a factory fault which was present during the warranty period and they agreed to replace them, but they replaced them about 2 weeks ago with worse lenses, also VARILUX X, that are always tinted dark indoors even at night and are not aligned properly; I can’t use them at all indoors and they are very annoying outdoors, they are just another useless OPSM/VARILUX product.
The store manager, Helen, initially told me that the replacement lenses come with 2 years warranty, When I asked her to upgrade them to a better-quality plastic to avoid future claims, and I offered to pay the price difference, Helen said they will “modify” the warranty, then she quoted me $150 pending the approval of the area manager, but the area manager Karen refused to upgrade the cheap plastic sighting a “Policy” and I was told that there is no warranty at all!!!! a blatant corporate arrogance.

I have a consented recording of Nicole from OPSM customer care telling me that the replacement lenses come with 2 years warranty, the same thing that Helen said at the beginning. But Helen, the Parramatta store manager and Elizabeth, the NSW manager started saying that the replacement lenses warranty starts at the date of the initial purchase, which means that they came up with an odd policy that, in essence, says: "Manufacturer warranty on the replacement lenses expired long before they were manufactured and given to me". I Couldn't get a copy of the policy maybe because there is none. But I got two pieces of OPSM/VARILUX useless cheap plastic!

Don’t do my mistake, look at OPSM’s appalling reviews on decent sites other than Google corporation, they are at the bottom where they belong.

Would definitely recommend OPMS EASTGARDENSN, the optometrist was very professional, conducted a full and comprehensive eye examination. All staff are absolutely lovely. Alex, Ashika went over and beyond. Alex was so friendly and helpful, and they have a fantastic range to choose from. Definitely 5

This is the WORST company I’ve ever been in touch with. If you need a new pair of glasses, please don’t waste your time like I did. I am still waiting to have my pair of glasses after 3 weeks, and when I asked where the f*** are my glasses because i need them, the customer service told me that basically it’s my fault because I didn’t buy their own frame. Yep, it’s a shame tho because after I bought the first one, I changed my frame with one of those they own, so it’s THEIR frame. Honestly I don’t know how a company like this can go ahead, it’s the worst company ever. Ah yes, I asked twice my prescription and after one hour nobody sent it to me. Go f*** yourself Opsm, and you guys, go somewhere else and don’t waste time and money for a company that doesn’t give a damn about what you pay for.

Do not bother ordering anything online. Considering this company has a considerable share of the glasses and contact lenses market in Australia, you’d think they’d have a fast dispatch and delivery system. It’s been a week and a half since I ordered my contact lenses and I haven’t received the email confirmation to say they’ve been sent. I will shortly run out and have to go without. Thankfully, I’m not as blind as a bat, so I’ll manage. Im sure for a lot of people this wouldn’t be the case. By the time my order is shipped, it will be well over two weeks before it is delivered. In 2023 there aren’t any excuses for such a large company to have such a s*** delivery service. Good luck trying to contact them either. I wish I’d seen these reviews sooner.

I Chris Benjamin, having lived in London for more than three decades, emigrated to Australia and in NSW. I had paid a visit to OPSM at Port Macquarie for my wife's condition.
Appointment was very quick and with politeness. During visit staff and in particular the manager at the front was welcoming and friendly.
In clinical process, the optometrist did through check and so patiently and professionally. She indeed explained issue in depth with good advice.
I am indeed impressed and extremely satisfied in comparison with my visits in London.
I am new in Port and thankfully my first visit to OPSM has left me a permanant client for best service and care relating to issues in eyes.
All staff at OPSM.. you guys indeed worth as to be happy to give my feed back of pleasant experience.
Chris Benjamin
Port Macquarie

I returned to OPSM Eye Hub Hawthorn and expressed concern that the new glasses I purchased in December were cutting my ear. This was my second visit regarding this problem. I went to them within the four week return window and they tried to adjust the frames. I was told to try them again and I could exchange the frames within the four week guarantee window. Unfortunately it didn't work and I still cannot wear them. Today I was told by one of the many poorly trained staff at Hawthorn that there was nothing they could do. So much for their four week customer return guarantee. Over priced glasses and poorly trained, disinterested staff is my perception of this store. Maybe in smaller OPSM stores staff are better than at Hawthorn.

My local OPSM store has very friendly and very helpful staff. But their equipment is a little out of date compared to other Optometrists I have been to over the last 5 years. Their lenses and glasses are over priced compared to others. Their range of frames are minimal. My bill for two pairs of glasses, where I supplied my own frames was over $790. Honestly, this is just too much.

Shop was very clean and well presented, first point of contact was friendly and approachable, also had an indepth product knowledge.
The Optometrist was "sharp" at His job, and communicated very well, i felt that i was in safe and competent hands.
My Lenses were done sooner than expected, and fitted to my chosen Frames while i waited.
As far as im concerned, this is a "TOP KNOTCH" outfit.

Bourke street and Collins street staff today were so disinterested and unhelpful,
I walked out. Seriously need some customer service training.

I had my eyes tested at Specsavers, however did not find a frame that appealed to me. I found some at OPSM.

This is where my OPSM Southland saga starts.

I ordered my glasses and was waiting for them. I received a message saying my glasses were in store waiting to be picked up. I went in a day or so later only to be told there was an issue with their IT system and it should not have sent the notification. (You can sense when someone is making something up. It was clear they had misplaced it)

I was back to pick up my glasses a couple of days later. After a couple of days of usage, I noticed my vision was not ideal. I went back and was told they had measured the lenses incorrectly and it needed to be re-made.

My 2nd pair of lenses now arrived. Again after a few days, I was not seeing correctly. I went back and they told me the frames are not sitting ideally, so advised changing to a different frame altogether. So I picked a new frame. I was now told I would have to pay the difference in the price, which was not a lot. I did pay it at the time.

When I went to pick up the new glasses, I realised I had removed one of the features of the lenses. With the slight increase in price, it should have balanced out (at worst case). The person serving me made it sound like they were doing me a favour by exchanging the glasses. She even said this is the 2nd time we are doing it. I told her, the reason it is the 2nd time is because your comnay did not make them right the 1st time!!! She grudgingly refunded the difference.

Fast forward to today...about 2 months since I have the lastest pair. My glasses are for distance. My eyes have started to change for a while when it comes to reading. However, I have not been able to read anything up close since getting my new pair.

I finally decided today to go back to Specsavers to get another opinion on my glasses. It was immediately apparent the lenses were not made correctly. They do not match the prescription!!! I have to go back to OPSM for the 4th time and see what they have to say.

As proof, if I could have, I would have included my correct prescription and prescription of the lenses.

Super disappointed with OPSM Hobart Collins St. From racist comments from a receptionist, to bossy assistant and a manager ? who popped up and joined the conversation without identifying herself. 'We don't just whack lenses into frames' (sic) To not saving a quote on the system as I was 'a new patient' although I have been on the OPSM system for years. The optometrist was professional. But the professionalism ended there.

Two months after my optometrist appointment I was still not able to get a contacts prescription that worked for me. After finally settling on one that gave good vision (although the comfort was average) I was told by OPSM that they could not manufacture it. When I say told by OPSM, I mean that I had to ring them three weeks after making my order as it had not arrived. The store offered no help or follow-up in terms of getting me a correct prescription. Then it was extremely difficult to get a refund from OPSM online and I spent at least an hour on hold trying to get them to refund me. After assurances I was refunded it still did not arrive and I had to repeat the process a week later. This is the worst experience I have ever had with customer service.

Booked an eye test at OPSM Royal Oak and the "optometrist" Alphy spent no more than 10 minutes reviewing my eyes and stated there is something wrong and you will be referred to hospital. When asked what is the issue, she stated "I don't know and that's why I'm referring you to hospital". I was extremely worried by this and 1.5 weeks later, I contacted the eye clinic at hospital and they told me the forms had not been completed correctly and not all forms completed. As I was very worried about my deteriorating eyesight, I contacted the OPSM branch and another optometrist said for me to come in and they will have another look at my eyes. This eventuated that there is rare form of cataract and this was identified very easily with a standard test - one the initial optometrist didn't bother conducting all aspects of. I was charged another test fee for this second test.
I contacted the OPSM head office by email and online contact form to express my concerns and after zero response after waiting 3 weeks and several terse phone calls with the customer service team, it is now 7 weeks later and zero contact and / or resolution - even though this was promised by the customer service team.
In conclusion, OPSM talk up a storm and yet they deliver the worst customer experiences possible. Simply the worst - especially leaving a customer with significant and unnecessary worries.

After reviewing this experience and discussing the challenges, with a senior OPSM executive, they have gone out of their way to remedy this and provided an excellent outcome for me.
I will definitely keep using them now and am grateful for their attention to rectify the issues.

I had my Glasses from OPSM Albany, I had them for nearly two years, not happy with the lenses quality I had to clean the lenses every day 3ti 4 times as it gets foggy and dirty I’m working in office not factory to get this dirt from the air. I went to the shop today as I find scratch on the lenses the staff member told me I have to change the lenses this will cost $929 without a frame, ridiculous , not recommended OPSM, expensive, bad quality & poor service.

I live approx 300klms from Alice springs , nearest store for opsm and you can imagine not many eye specialists to choose from
Brought a pair of sunglasses , they were great
I arrived 15 minutes early for my10.00am apt , staff came to me at 9.55am and asked if I would
Mind waiting as there 9:45 apt had just arrived ten minutes late , yeh no worries I can understand that
The staff on the day were quite pleasant , however when I received a sms to advise my glasses were ready and I called the store , not only could I not understand the girl on the phone , but she couldn’t understand me neither , trying to have her mail my glasses to me , I became frustrated and asked to speak with someone else , her response we are too busy , call back and then she hung up , final result , received my glasses 2 weeks later , so after waiting 5 weeks for my glasses , they have broken after being accidentally knocked of a small coffee table , watch this space to see how they will help me , I am hoping for a better experience

Strike2.
After I had major issue with OPSM NZ. My wife decided to get her glasses that OPSM made for her checked, as she had not felt Comfortable with them either . What a surprise when we were told by a real optometrist , that the glasses were not made correctly and the magnification was way to low in the lens . Of course OPSM never replied when contacted.

I would give them no stars if I could. I had my eye test two weeks ago and picked out some Oroton frames which had a tag on saying they were $256. The sales assistant worked out a price with my prescription and told me everything had 20% off. She quotes me a total and I pay the deposit and prefer the glasses. She tells me she will email me the receipt. I receive the receipt by email later on. I check the receipt to see when the glasses are due to come in and notice that the retail is written as $320 and with 20% off they are $256. I go in tonight to collect my glasses and ask to see the pair from the shelf. The sales assistant pulls out a new pair in plastic bag with a new price tag of $320. I explain what has happened and tells me there is nothing she can do and did I take a photo of it. She said they were in the middle of changing tags when I came in. I told her that was not my problem as $256 was the tag when I purchased them. She said they would do better next time. I told her there would be no next time. As if I would allow someone to rip me off and then go back for more. She said I should have taken a photo. I told her they should have given me the receipt straight away as then I would have noticed and got it corrected straight away. Not good enough!

Avoid this business at all costs! The senior staff are rude and unfriendly.They screwed up my glasses and then there was a delay of over two months of me chasing them up, before I encountered more rude behaviour by a group of woman that should have been terminated a long time ago! Buy your glasses and have your prescription filled here at your own peril! AVOID!!!

Customer service is poor.. talked to a lady over the phone, sounds like she’s a racist.. Absolutely disgusting how she answered my query. She should’ve not work at the desk.

These were my pride and joy, Phillipe Starck designer frames from OPSM. They are approximately 3 years old and have been defective from near the expiry of the warranty. Most disappointing is OPSMs attitude towards me, and assisting me with my problems.The glasses were sold on the strength of the articulated arms, and not being frameless even better for long term use. They are I believe the most expensive frames and lenses OPSM sells, around $1200, or 2-3 weeks pay. I've been treated like a fool, with contempt and no respect. I've left voice messages at head office, emails, threats of consumer affairs. Nothing! I even paid $180 for the lenses to be fitted into new frames, and it has been a disaster. Other than Volkswagen, this is my worst treatment as a consumer I've experienced in my life. How can a company treat its loyal customers so badly and get away with it? My first pair of glasses was purchased back in 1990, since then purchased many thousands of dollars out of respect and loyalty. It's called morals and old fashioned values, unfortunately something OPSM no longer has.