OPSM Avis 151

Booked eye test online at Bourke St ( Royal Arcade) store in Melbourne city and I specified it was for contact lenses. No information was disclosed regarding charges, fees etc. when I was booking online, they made you feel like it is covered by Medicare, private insurance or free! On the day I ran 10 min late due to the xmas tram timetable and traffic congestion. I straightaway apologised when checking in but was not even given a chance to explain why I came late. All I received was unhappiness of their manager on shift who kept saying “you are late, you are late for 10 min….” I was under impression of his management and customer service skills as listening attentively and let people explain why they ran late is just a basic manner of being in a service industry, not even to say this man is a manager! The duration was 30 min so if you think 20 min is not enough just let me know and I’m quite happy to make a new appointment. Instead, the manager still directed me to the optometrist while kept saying “you are late”. So obviously it was ok, so why blame? While the optometrist started the conversation as same as “because you are late” then still ran through every test and even added extra scanning thing. Well, all was done in that 20 min, and end of the day, I was told this eye test was not covered by Medicare or private insurance, so I have to pay! And because I did extra scanning I was also charged fees on this. I was then told because the contact lenses need to be ordered through special supplier so I have to pay $49 as a deposit, but if I’m happy with the prescription and the product after trying on the trial set, and place my formal ordering through the store, the $49 will become a credit towards my ordering. So the total customer experience was not about I ran late, it was all about took me through every equipment then make me pay $109.00! 4 weeks later I received a call from them saying the trial set is ready and I asked if I can just come and collect it without making another appointment with optometrist, I was told that was ok. So I went to the store on time this afternoon and was serviced by the same manager who told me I must make another appointment with optometrist as she needs to use “tools” to fit the contact lenses into my eyes!!! I have been wearing glasses over 32 years and contact lenses over 20 years and this is first time I heard someone needs to use “tools” to fit contact lenses into my eye! I obviously understand I will be made to pay them if I book in this session so when I said no thank you I don’t need this service this manager punched on his desk and said “then you are not gonna get this trial set”. When I said I have right by law to take the trial set as I paid $49 for them. This man said “No you did not pay for it, and you will not get refund”, and told me feel free to ring Consumer Affairs. I was shocked of this man by his wording, his attitude, his emotion, his disrespect, and the way as a manager handling this matter, and of course his non-sense of consumer law at all! I looked at this man wondering I was talking to an animal, not a human being. What made this more ridiculous is this manager asked one of his staff members to deal with me instead! For God sake, that poor young girl had no idea of what was happening and she was thrown to an angry customer, while by all means, this man, as the manager, he should be the person of dealing with this situation and close it off! The total experiences was absolutely disgusting and all I felt was they try to take every cent out of people’s pocket. They do everything to make people pay.

I wont buy my glasses again from OPSM because my glasses are out of warranty they just buck pass everything because my script didn’t change the last time, and won’t take responsibility for my glasses and further more they damaged the lenses whilst doing another repair, where the protective coating is crazing on the lenses and they don’t care I don’t know what they did, but everybody needs to heed this warning. Don’t go too OPSM because they will rip you off.and give you a bull excuse.

ONLINE STORE IS A SCAM! PAID THE MONEY FOR THE FRAMES, heard nothing back, PayPal is now retrieving my money!

Stay away from any online order with OPSM!!!

I ordered a pair of sunglasses and was not really happy with the purchase. Wanted to use their 30 day return policy, however, the promised free return label did not come with the delivery. I thus tried to contact the customer service to request a label and their address for the return. No response for days now. Tried to call them up, nobody answers the phone. I really have never experienced such a terrible customer service before. OPSM, one time and never again, thank you!

Customer Service does not exist. They don't get back to you via email or phone

At the end of 4-5 week ordeal filled with terrible customer service - featuring no notification of shipment, no tracking, OPSM not passing on my details to the shipper, and an attitude of nonchalance and lack of care from OPSM - I finally received my glasses.

Great right? Nope! They're defective - with an issue that would have been beyond obvious if there was any form of quality control at OPSM. Given they obviously have no care in constructing the glasses, I wouldn't trust them to get the prescription right.

I tried getting a resolution from their customer service team. They were shocked to hear about how bad my experience was and passed my case onto a manager. I've been waiting 8 days for a response. Nothing. It seems like OPSM does not care.

I thought I was paying a premium price for better service and quality at OPSM. Not sure what the premium price is for because there was no service and no quality.

I just can't recommend spending your money with OPSM because you're no guarantee actually receiving your item (they seem to have an issue communicating with their shipping company), you've no guarantee you'll get a working product (my fault was VERY easy to spot, and not something you'd ever expect on glasses - they must have serious problems with their quality control) and when you do come into an issue they will just ignore you.

I'll happily edit this if OPSM finally respond with some customer service.

EDIT:

Finally, an OPSM team leader got back to me and was kind enough to offer to send me a complimentary pair. However no tracking details were provided, and my emails asking for them have once again been ignored. The same problem that we had for the first pair! It's been a month and I'm starting to doubt the glasses even exist. I just can't believe they keep finding new ways to let their customers down.

Went to OPSM in Auckland CBD for my first pair of glasses, second time a year later I wanted to get lenses in an old frame I had. I was advised that they would do it provided the condition of my frame had no hairline scratches as that would risk breaking the frames. I appreciate the fact that this information was shared.
Long story short my new glasses will be ready soon.
Not only that but they always provide me with an amazing price.

On another occasion I had a minor accident with my ray ban sunnies, thinking it was beyond repair they did and amazing job at helping me restore them to a wearable state, and again letting me know before hand the risk considering the condition they were in, I still have them today and they feel and look as good as new.

James Cornelius is amazing and sets the bar high for customer service. Thank you OPSM for the amazing service.

OPSM Manukau Westfield, I requested for a specific frame last june 6 and scheduled an eyetest today june 14. after the eyetest has been done the said frame BE2291 still not instore…. been to the store a week ago but until now still looking it instore…. if they have just given me an update that the specific frame is not available then i just cancelled my appointment…. really frustrated …. 😞

I just want to give a shout out to a lady called Sandra who helped me find my prescription glasses. I went in to ask when they'd be arriving as it had been two weeks since they were ordered. I was told they had no order for my glasses & was treated as if I was lying by the attendant. Anyway long story short, a lady called Sandra went above and beyond to get to the bottom of what happened, without her I don't think they would have believed me.....or found them. Thank you Sandra at Kippa Ring

I have been dealing with Royal Oak store for the last 4years that I have been living in the area.
My unpleasant experience started with my 1st contact. Optometrist chose wrong lenses for me which caused vision issues once I received the glasses. Taken in 2pairs of glasses to have them adjusted. Incompetent and training staff broke them whilst adjusting. They charge $10 for every nosepad replacement and adjustments, which seems to fall off every 2months for a pair of glasses that they charge so much for in the first place. If you buy branded frames you will not receive the original packaging for it. They don't supply microfiber cloth or lens cleaner with a purchase of brand new glasses. Requesting adjustments take over 35mins instore with only 1 other customer in store. Store managers keep promising callbacks but this never happens.

Disorganized and terrible experience with this store. Do not visit here you will most definitely be left out of pocket

I had a very positive experience with OPSM Royal Oak, Auckland and much appreciate as they offered me free lens replacement for my left eye, when I went second time after my ratina detachment surgery.

Also much appreciate Optometrist Alphy Sunny for her professional and in depth eye care and polite customer care services. Thank you OPSM.

I have had major issues tying to get replacement prescription lenses for my much loved Oakley sunglasses. It turns out that after visiting my local store and contacting their customer services that if OPSM no longer stock the frames they are unable to order replacement lenses. Not much help when your prescription has changed! Very poor customer service indeed especially when the glasses purchased were over $650 and the frames are in excellent condition. What should I do; buy a new pair and throw the old ones in the bin? Talk about environmental pollution and unnecessary landfill. I WOULD NOT RECOMMEND USING OPSM FOR THIS REASON and will in future I will be going elsewhere. Furthermore Oakley have provided little assistance when trying to resolve the issue.

iPhone showed 4:06 when I arrived for my 4:00 appointment at OPSM Bourke St Melbourne, and I was told brusquely that it was now 4:13 (their clock was wrong) and I would need to reschedule. If you’re going to be so inflexible with clients, at least fix your clock.

I had very bad experience of opsm Rhodes. I personally booked an appointment with Kelly for eye checkup. I was given appointment on 7th February 2021 at 2 pm. My appointment was also confirmed by a texed message. I went this afternoon for my appointment. I was told by the receptionist that my medicare expired and I will need an insurance. I was really shocked as my medicare is not expired. I think her eyes need to be tested first. Again I had to prove that Medicare is not expired. She made me wait for 10 minutes. Later another lady wanted attend me and not Kelly. To which I refused. Then she said Kelly is not coming today. Its really shocking. When they have my mobile number, I expect them to intimate me in advance. When I asked why did she not inform, she spoke very rudely. Even refused to give the phone number of the manager. Really pathetic state of opsm Rhodes. I will never recommend anyone

Because I was 5 minutes late for my appointment they wouldn’t see me after I had travelled 45minutes to get there and the assistant was quite rude I suppose she has never been late before and the time before that I had an appointment and they hadn’t even booked me in totally disappointing so they have lost my business and I won’t be recommending them to any one else

Workers at OPSM newmarket need to be more professional. There was no available parking at the mall which delayed me for 5 minutes. The young worker insisted that since I was late, they were unable to serve me. So annoying, they wasted my time. It is not my fault that there was no parking in the building. OPSM should be lenient with customers having trouble parking, or with troubles thats they cannot control. Should’ve stuck to Specsavers

These guys need to be more professional in their work such as updates on the appointment times .
I booked online for my appointment at Plumpton OPSM (NSW) at 5:00 pm and got a call one hour prior to my appointment time that unfortunately your time has been already booked by someone else prior to your booking.

I asked them if it was already taken by someone else, why didn't you remove that time slot at the first place, it means you can change the booking times at your will without the customer's consent... Needs to work on it..

In Hobart yesterday I was hoping to get my glasses repaired. I'm a pensioner and had broken the little nose pad on two pairs. Walked into Specsavers and asked a young girl with zero manners and even less personality or customer service for help. She looked at the glasses for a millisecond and said no, can't do it and I don't have that size nose pad. I said I have both nose pads in my bag , She said "sorry, can't help". I walked on further and saw an OPSM store & thought It's worth a second opinion.. The manager herself, this lovely lady named Pam served me. I showed her the glasses and she said "I will try, not sure about the second pair, give me ten minutes".I went and had lunch, came back and she said "I have fixed them both, new nose pads on both". I asked how much and was told, no charge. How amazing, and Specsavers, you will never get another dollar from me. Your staff are lazy, rude, ignorant and very bad at customer service. Everyone I speak to, I will remember to mention this as a great example of how to do something well & how to do it so badly..The funniest thing of all is that my broken glasses were from Specsavers!!!

I recently went to OPSM in Rundle Mall to have my eyes checked and purchase contact lenses and new frames.My eyes were checked by Charlie the Optometrist he was very friendly and though very professional.I then had Marc help me purchase my contact lenses and help me pick out some frames, he was excellent very helpful and made my choice easy.I highly recommend OPSM in Rundle Mall the customer service 5 Star i will definitely be recommending them to family and friends.Also the store was being cleaned and sanitized the whole time i was there.

I would like to Thank the Lovely Young Lady (manager) onsite Manukau OPSM For Lovely Service She Offered to a Distress Customer - Kindly Appreciated