Review Time
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.
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.
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!
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
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