OPSM

Absolutely appalled by the service and blatant disregard for customer rights at OPSM Northcote Plaza. My mother-in-law, an 82 year old pensioner, who suffers from Parkinson's and diabetes went in for a routine eye test on Saturday 22nd June 2024 with my wife.

After the test, the sales assistant sold her two pairs of glasses. The quoted price was exceptionally high and she was understandably concerned about the hefty price tag. My mother in law being old school and as the store was local, had her eye entire history including her eye diabetes scans, viewed them in the same light as she would her family doctor. As a result she hesitantly put down a 50% cash deposit, approximately $230.

Upon driving home in conversation my wife advised her mother of her other options. My wife called the store within a couple of hours to cancel the order. Shockingly, "Kelly," the store representative, refused a refund, insisting on a store credit only. This crucial policy was never mentioned during the sale!

Kelly then advised "in this case it's best we process a refund". My wife was cordial and polite on the phone the entire time. Finally, Kelly "assured" my wife that the order would be cancelled but went on to say that they had a policy of not refunding in cash even though this was the method of payment, instead they would refund on a debit card the following Saturday. Friday 28th June 2024 8:04 am, precisely 6 days later my wife received a text message advising that my mother in law's glasses were ready for collection!

This completely contradicted the acknowledged cancellation. My wife called again, understandably frustrated. Requested to speak to "Kelly" but was advised she wasn't at work. "Sishwetta" (unsure of the spelling) checked the system, said there were no notes and that she would get someone to return my call.

Approximately 1 hour later "Catchell" called advising that she needed to call a manager & promised to call back. This call never eventuated. On the Saturday of the promised refund we arrived at the store. Imagine our complete disbelief when Kelly, continued to push the store credit.

When questioned about the uncancelled order, she advised that orders placed cannot be cancelled even within 2 hours. When questioned about there being no notes in their system she advised that a "physical note" was left in the stores back room". They seemingly proceeded to make the glasses, ignored our cancellation within a two hour window as a means to force an elderly pensioner to proceed with the purchase. When questioned about not receiving the promised call, my wife was advised that the colleague was unwell.

When questioned why the confirmed refund was now declined Kelly's response was that she felt pressured over the phone. At the time she wasn't aware of the non refund policy until she spoke to her manager?? When questioned about the non communication of the refund policy (Kelly claimed she was unaware of) Kelly pointed to a QR scan code on the side of the counter and said it's there for customers to scan. There was no signage identifying the QR code.

My mother-in-law is an elderly citizen with no mobile phone and this was not brought to my wifes attention on the day. Perhaps Kelly an employee of OPSM Northcote Plaza should take the time to scan the code and familiarise herself with the stores refund policies in order to accurately inform potential customers. Despite numerous requests we have yet to receive a call from a manager. The promise of a refund that didn't eventuated was unacceptably misleading.

As a customer we feel we were misled and lied to. The promise of a refund, the assurance of the cancellation by an employee of OPSM Northcote was all a blatant lie. This is beyond unprofessional - it's disrespectful, dismissive extremely dishonest. We'll be taking this egregious experience to Consumer Affairs.

Others considering OPSM Northcote Plaza, be warned as we have been left feeling frustrated and ripped off. Look elsewhere for your eye care needs!