Had an issue with

OPSM

? Get a real response.

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.

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.