Optus

Fat supervisor stood around making his cheeseburger guts feel important while interfering with employees who were actually providing customer service, whilst declining to serve any of the frustrated waiting clients himself.

I walked out of Optus Broadway in disgust and caught the bus to World Square where Optus staff were much more switched on and treated me with far more interest and courtesy, activating my SIM immediately and dispatching me - this time completely satisfied - shortly after.

The work efficiency is extremely low and the staff's attitude is arrogant. I just want to transfer esim to a new phone. I waited in line for two hours and was told that esim cannot be transferred without an ID card.

Zero stars! Rude, arrogant and have absulutely no respect for customers. Should customer service reps frown and talk impolitely to customers. When i was being attended to by a rude rep, another of his colleagues was complaining to him about a customer he just attended to, saying really awfull things about elderly customer. We know you optus reps are tech experts (or pretend to be), everyday customers arent. So they will ask questions to properly understand about optus products and services! You are paid by optus to deliver service in a polite and hospitable way. You are in the service industry. Understand the word 'service'! Arrogance, frowning faces, talking behind customers & calling them stupid arent part of service. Optus need to fire the entire team at Optus Broadway.

This is my unbiased. What I witnessed a few times there and what inexperienced myself!

Thanks
Dr Arti Devi

Terrible customer service and a very arrogant employee who was everything but helpful. And when I check online it says to go in store to fix it… in the meantime, they keep withdrawing money from my account

Would not do what was asked and demanded credit card details or direct debits to allow any service changes even though optus were hacked recently and this info stolen due to their lack of security, I pay via the foolproof bpay and they are refusing to accept this even though I am several months in credit and have been for years.

Wasted of time and wasted of money. I wanted to cancel my number so I waited to line during a hour. They couldn’t do it because their manager wasn’t over there

While I have had downright awful experience all round with Optus, from network issues to the absolutely abysmal in-app chat… I have to say the gentleman behind the desk at Optus Broadway Centre /Ultimo whose name is Kim (11: 00 AM 12/04/2023) was so genuinely helpful and honest. He tried everything he could to help me. Really refreshing (and rare) to have someone genuinely concerned for one’s issue and go above and beyond to try to rectify the problem. I’m genuinely so grateful there are people like him in customer service.
Thanks Kim!

Quick and efficient service. Took only over 5 mins to help us with our problem. Staff also nice and friendly.

Good customer service but still not able to resolve my issue. Ket calling customer care which were of no help and no I'm stuck with this poor service by optus. I have 2 sims in my phone which are active and I did not active both. Guess optus not paying attention

Too much upselling, not enough time spent on the customer. I was given the wrong phone, our account was set up incorrectly and important info was left out when explaining out new plan. Regretting signing another 3-year contract with Optus.

Really enjoyed the help I got from Sam at Optus. He was really nice and gave me a good deal that fit my needs. Love how there’s no cancellation fees and preferred this over the Vodafone plan

*edit*
I used to really enjoy Optus but after leaking all our information and over charging me a few times I’m thinking of moving to telstra. How can you leak all our info and still charge us full price for our phone plans. Also if you go anywhere rural choose Telstra because Optus coverage is bad comparatively

Updated:
26 March 2022,10: 10-10: 50am
My boyfriend and I went to Optus Broadway store. There are three sales (one white man, one Indian girl, and one Asian man) on the store at that time, and the Indian girl (name is Anita?) served us. She cannot solve the problem that we have. (This is third time we went to Optus for solving Optus SIM card problem) Then, a man (maybe manager?) looks very rude and impatient, and told us we are not listening the Indian girl‘ s explanation. Then, he left directly. He looks straight through us as if we didn’t exist. So, he means we are unreasonably troublesome. Excause me？ If the problem solved, why we visited there three times and waited over 10 days.

Terrible service. Optus is bad provider
I bought a prepaid optus that does not work and cannot refund

Great place, close to the front door of the mall for easy access but best of all the staff at this particular Optus retail store are brilliant with their product knowledge, fast and have a no-nonsense approach to customer service and well trained at speaking without jargon or phone lingo if needed by the customer, will always try and give the best deal they can without being asked and love to have a laugh and chat with the customers if they arn't busy.

Three people servicing ONE person and eight people waiting so far over half an hour!
Please get more staff or at least a front of house person to advise how long you’ll wait for your particular need

The young woman who served me quickly and efficiently resolved an issue that had been difficult for me online and on the phone for days. She handled me being stressed, and quite frankly rude as a result, with dignity and effective directness that talked me off the edge before quickly resolving my problem. Much respect.

Customer service 101: If one of your customers is unhappy with their experience so far, here’s an idea - own it, give them a genuine smile, say hey I’m really sorry we’re not meeting your expectations, let’s get you sorted.

Instead I got attitude, impatience and certainly no acknowledgement of my feelings.

My experience with Optus has been traumatic.

3 hrs wasted last week, another 2 hours wasted this week.

Was pleased with the service I received from Ben during a purchase of iPhone 13.
Also help me escalate a billing issue I had which was also resolved. Knowledgeable on Optus products.

Terrible service - made an insurance claim and the team from Optus Broadway sent me a wrong, inferior model and then forced me to go back in store (during a pandemic) when they had promised to fix the problem by delivering the correct phone to my address. Manager told me he would "see what he could do" to compensate me for weeks of having to delicately handle a phone they forced me to return to them, and then never followed up or provided anything for the trouble.

Thomas was extremely helpful and worked quickly to help me to get a new phone when I was in urgent need of one as my existing phone was smashed. Highly recommend his service, friendly, efficient and professional. Thanks Thomas! Could not have had an easier or better experience.

Ordered new phone over the phone click and collect within an hour and solved a problem with my previous sim card.

Extremely organised and friendly staff.