Had an issue with OPSM? Get a real response.
How to submit a complaint with OPSM
To lodge a complaint with OPSM, choose the option that suits you best:
- Phone: Call 1800 626 300 (toll-free, Mon–Fri, 9am–5pm AEST) to speak with a customer service rep. Have your receipt or order details ready.
- Online Form: Use the Contact Us page to submit your complaint. OPSM promises a response within one business day.
- Email: Send your complaint to customer.care@luxottica.com.au. Include your full name, store or order info, and any photos or documents.
- In-store: Visit your local OPSM store to speak with staff or the manager. Many complaints (e.g., incorrect prescription or frame issues) can be resolved immediately in-store.
📝 Tip: Be clear about what went wrong and what outcome you expect, whether it’s a refund, repair, or new pair of glasses.
After submitting your complaint, here’s what you can expect:
- Prompt acknowledgment by email or phone (usually within 1 business day for online submissions).
- Immediate resolutions for simple issues (like adjustments or prescription rechecks) can often happen in-store.
- More complex complaints are assigned to a store manager or Customer Care case handler who will investigate and follow up.
OPSM aims to resolve most complaints quickly and professionally. Remedies might include:
- Free repairs
- Replacement glasses
- Refunds under their Satisfaction Guarantee
- Service follow-ups
Their processes align with Australian Consumer Law, so if there’s a major product failure, you’re entitled to a refund or replacement.
They also track all complaints until resolved, so if you don’t hear back in a reasonable time, follow up with your case number.
Common complaints against OPSM
These are the most common issues reported by OPSM customers:
- Long wait times for glasses to be ready or to get an appointment.
- Unexpected costs or higher-than-expected prices for lenses and frames.
- Prescription or product errors, like incorrect lenses or glasses that “don’t feel right.”
- Poor in-store service - such as staff being inattentive or rude.
- Difficulty contacting stores - calls not answered or slow responses to online messages.
- Refund confusion - especially regarding deposits or cancelled orders.
🎯 Tip: Double-check your prescription and quote, and ask for an ETA on glasses delivery. Keep all receipts and communication records to ensure smooth resolution if something goes wrong.
OPSM complaints submitted through Ajust
I had two eye test appointments with OPSM cancelled on the same day they were scheduled, after I’d already taken leave from work. It cost me $300 in lost wages and added stress because the test was needed for my immigration process. I lodged a formal complaint with OPSM asking for urgent rescheduling and compensation for the financial loss their cancellations caused. - Muhammad
My complaint to OPSM was about a serious ordering mistake and poor communication at the Dapto store. We drove from Kiama after being told the lenses were ready, only to find the reading lenses had never been ordered. It was frustrating to make the trip for nothing. I asked OPSM to address the oversight and compensate us for the inconvenience. - James
I raised a complaint with OPSM South Hedland after being told my new spectacles would arrive in two weeks, but five weeks later there was still no delivery. I was left without functional glasses, which affected my daily life and work. Despite multiple visits and calls, I received no clear update, so I formally requested urgent action and accountability. - Gift
I made a complaint to OPSM after discovering my progressive glasses were made with an incorrect ADD, despite my written prescriptions consistently showing ADD 250 for years. I trusted OPSM to get it right, but I experienced sore eyes and ongoing issues. After being told it was a typo and denied recompense, I formally requested a refund of $1080 for both pairs. - David
How other consumers OPSM complaints got resolved
Warranty Resolved Promptly: A customer had a defect in their glasses under warranty. OPSM replaced them with no questions asked. A quick and stress-free resolution.
Wrong Glasses Fixed Fast: One buyer received the wrong frames. The store admitted the error, apologised, and reordered the correct pair at no extra cost.
Prescription Mistake Made Right: After multiple issues with vision, the optometrist and staff worked closely with the customer to redo lenses, resulting in perfect fit and a satisfied customer.
If your issue isn’t resolved, escalate with confidence:
- Ask for the Store Manager: For in-store complaints, managers have authority to refund, replace, or offer goodwill solutions.
- Call Customer Care Again: If working with Customer Care hasn’t helped, request a review by a senior service manager or head office escalation.
- Write a Formal Complaint:
- Address it to:
OPSM Customer Care
Level 6, 75 Talavera Road
North Ryde NSW 2113 - Include your case number, complaint timeline, and outcome you’re requesting.
- Address it to:
- Mention Luxottica: OPSM is owned by Luxottica. Mentioning their parent company can help get attention on unresolved issues.
📌 Stay calm, clear, and firm about what you want. Most escalations to management result in a fast resolution.
If OPSM still hasn’t resolved your complaint, you can:
1. Contact Consumer Affairs / Fair Trading
- Each state has a consumer protection agency.
- NSW Fair Trading, Consumer Affairs VIC, etc., can mediate on your behalf.
- Lodge a complaint online with supporting documents.
2. Report to the ACCC
- If OPSM breaches your consumer guarantee rights, report them to the ACCC.
- ACCC won’t solve individual disputes but will act on repeat patterns.
3. Tribunal Option (e.g., NCAT or VCAT)
- You can file at your local tribunal to seek a binding outcome - especially if OPSM denies a valid refund.
📋 Important: Keep your receipts, emails, and case notes handy for any external escalation.
🔒 For privacy issues (e.g., personal data mishandling), contact the Office of the Australian Information Commissioner (OAIC).
- 📞 Customer Care Phone: 1800 626 300 (Mon–Fri, 9am–5pm AEST)
- ✉️ Email: customer.care@luxottica.com.au
- 📝 Online Contact Form: Submit a complaint
- 🛍 Store Finder: Visit your nearest store for in-person help
- 📘 FAQs & Help: Common support topics
- 📄 Service Guarantee: 30-day satisfaction and 24-month warranty policies
- 🏢 OPSM/Luxottica Head Office: Level 6, 75 Talavera Road, Macquarie Park NSW 2113
OPSM Complaints FAQs
How do I contact OPSM to submit a complaint quickly?
OPSM complaints can be submitted by phone on 1800 626 300, via their online Contact Us form, by email, or in-store. Calling during business hours (Mon–Fri, 9am–5pm AEST) is fastest if you want to speak to someone immediately. For written records, use the online form or email customer.care@luxottica.com.au and include your receipt, order details, and the outcome you want, such as a refund, repair, or replacement.
What am I entitled to if OPSM gets my glasses or prescription wrong?
Under Australian Consumer Law, OPSM must provide a refund or replacement if there is a major product failure. If your glasses have incorrect lenses, prescription errors, or defects, you may be entitled to a repair, replacement, or refund depending on the issue. OPSM also offers a 30-day satisfaction guarantee and 24-month warranty, so keep your receipt and clearly request the outcome you believe is fair.
How long does OPSM take to respond to a complaint?
OPSM aims to acknowledge online complaints within one business day and resolve most issues quickly. Simple problems like frame adjustments or prescription rechecks can often be fixed in-store the same day. More complex complaints are assigned to a manager or Customer Care case handler for investigation, so keep your case number handy and follow up if you do not receive updates within a reasonable timeframe.
What can I do if OPSM ignores or rejects my complaint?
If OPSM does not resolve your complaint, you can escalate to the store manager, head office, or your state’s Fair Trading or Consumer Affairs body. You can also report potential consumer guarantee breaches to the ACCC or apply to a tribunal such as NCAT or VCAT for a binding decision. Keep detailed records of receipts, emails, and timelines to strengthen your case and speed up escalation.
You’ve done your part, now it’s time to hold OPSM accountable.
Take the final step and submit a complaint that gets seen and responded to.