Optus

Thank you so much to Eva from the Kotara store. The service was amazing and definitely worth the upsell! Optus definitely starts with yaaaaaaaasss

Eva was amazing. She helped me fix my problem. It wasn’t an easy fix but Eva persisted and gave me a great result. I visited the store on Friday 5 January 2024

Kotara branch is the first Optus store that I won’t be returning Walked to enquire about the bill. Spoken to the most uninterested guy who’s really not in the mood. Blunt and seem annoyed. Well, these day seem like good customers has to tolerate staff that hates their job.

Sam thank you for looking after my friends prepaid requirements and guiding him along to a successful change over from the other telco.

Great service from Gabe, very friendly and helped my 74yo mother to understand her plan, and found a better one for her. Great service. Thanks Gabe & David

I went in because I had an outstanding plan bill of X amount and was helped above and beyond what I expected. I was sorry to hear you can't make payments in store. But I was advised that in order to make a payment I would have to visit the jesmond Optus story as it is a franchise store and accepts payment. I was also given a pin to open my phone Sim slot as I had lost mine (like so many other things). The team member who helped me was a very kind and helpful lady. I was very happy with the help I received. I'm just sad I can't give them more stars. Follow me for more detailed reviews of the Hunter region.

I took my 87 yr old Mum to get a new phone at Optus Kotara today. She is a little hard of hearing. David and Natasha were absolute STARS with their patience, helpfulness and kindness to my Mum. We both came out very happy indeed from our experience with these lovely people.and with the perfect phone that suited her best. 10 out of 10.

Went into Kotara optus to buy a cord for my mobile charger. The girl barely glanced at my phone got a cord and when I said are you sure it's definitely the right one for my phone she said yes. I got it home didn't fit.
I'm an older person so rely on shop staff who where supposed to be the experts.
My poor husband had to go all the way back in the Christmas traffic. No good enough.

Went in there today. Waited 10 minutes before being acknowledged then another 5 minutes before someone else started. The wait wasn't an issue, we were the first ones waiting but one guy told the lady to serve another person who just arrived first. We walked out and received better service from Optus Raymond Terrace. Optus Kotara need lessons on customer service as we have a business account with Optus and added more services but with another shop. To have a customer be served when we were waiting longer and first there is pretty pathetic to say the least.

I spoke to one of the male staff at optus Kotara, I asked when does my contract
(phones) finish and can I get to start a new 3 year contract. Optus staff member listen to everything what saying and no questions asked. Got the phone plans I wanted, thank you to the staff at optus kotara.

My customer service specialist was kind friendly helpful and most importantly knowledge. Together we sorted my requirements and saved me over $100/mth

Went to Optus Kotara on the 3/4
Took 45 minutes to sign up for phone, plan and nbn.
Was told the phone would be connected in half hour and Blake would keep in touch about nbn.
1 week later the phone still wasn't connected and no contact from them.
I went in and couldn't get any answers.
I was told Blake's looking into it and would keep me up to date with what was happening.
4 days later and still nothing including no contact.
I find this extremely unprofessional and am seriously considering staying with Telstra

Unprofessional staff, untrained staff, worst optus I have ever been to. The manager (Rachel) should be trained or moved to a less busy optus where she can learn how to manage a store again. Extremely long waiting times not due to shortage of staff, just because most staff want to sit on their computers and do nothing.

Would have given this place 1 star if it wasn't for David, who was professional and very helpful in explaining the reason for the abrupt increase in my phone bill and alternative options for mobile plans. The initial staff (Keryn) who approached us started off by saying there is a long waiting time of 30 minutes, saying our plan probably just expired and that our problems can be solved online or by calling optus (saying that is what she always does). She made assumptions before even properly discuss our concerns. I had to insist I still wanted to have a proper discussion with a staff and only then she finally took my phone number down, heavily implying it was not worth the wait.
Personally felt that was very poor customer service as a staff to quote your own personal experience as professional advice and discourage us from entering the shop when we were already there. We only waited 5 minutes before we were called and the issue was sorted out promptly by David. As a customer, it is our right to ask questions about the things we are paying for instead of our concerns being brushed off the way they initially were.
Optus Kotara please do something about your customer service training! From the reviews this is clearly not the first complaint. It was a very upsetting experience!

Just a basic phone outlet.nothing special equel or on a par with telstra but both much better than vodaphone from my once experience with then.give them a miss no public relation understanding.

Went to Optus Kotara hoping to get a mobile postpaid plan. When I went in David immediately came over to welcome me. He was very warm and approachable. He exuded an outgoing and enthusiastic vibe which I really loved! He patiently took in my details and I was approved right on. It was a very pleasant surprise as I was not expecting to go home with a brandnew phone! But regardless if I did or did not, David gave me the most awesome customer service experience! Thank you and I hope all the staff can be like him too!

I've been an Optus customer for well over a decade now.
Everything as always been professional and done properly.

It's a nice store but no one acknowledged my existence. I had to stand there for a long time before anyone said boo!

Great staff and service. Particularly happy with Harrison’s help he went out of his way to make sure a few minor issues were fixed up in no time. Because of his great help I also decides to get Optus nbn at home also along with my Other Optus services. Thank you again, Would definitely recommend.

Katie, at the Optus shop at Westfield was very helpful. She explained various options available to us and came up with a way we could combine our internet and 2 mobile plans with a saving of $50 a month. No loss of benefit and 2 new phones.