Optus Warriewood

Don't go if you are in a hurry. Not well staffed. Didn't have the modem I needed. Told me Warringah mall shop closes at 4 when it actually closes at 5. Besides that a truly wonderful experience. Go there if you have some spare time to waste.

When asking staff for support they directed me online where call centre staff are unable to process anything relating to personal information. These call centre staff directed me in store where this information could be processed. The staff in store then refused to acknowledge that any support could be given and did not even do a little research by which they could have discovered that the simple request that I had could indeed be performed in store as stated on the account page of the website and in their public knowledge base.

Switched providers after this as it was easier than trying to deal with Optus staff both in store and online.

Visited today with my elderly father who was having trouble accessing his account. Superb service from the lovely lady there who fixed the issue quickly and efficiently and was so kind to him. Very impressed, excellent service.

Since December 2021 I have been trying to get my Mobile sharing setup on my Apple watch. I was in a Optus store 3 times I have had conversations on the apps chat for days, my case has been escalated twice! Its been 3 months with no solution! Since no one online or instore can help me I have no idea what to do anymore! This has wasted hours and hours of my time, always leading to nothing and repeat the same process over and over with different people! Its honestly the worst service I have received in Australia!

Lachie from the Warriewood store is AMAZING! Saved me so much hassle and time, he knows what hes done for me and I'll be forever grateful for his assistant, service and genuine care. Thanks Lachie you WEAPON
- Katherine x

My only gripe is like all telcos they never have enough staff, otherwise they are friendly & helpful

Isaac saved the day. I have had mixed experiences with OPTUS generally. I can only say that thanks to Isaac's patience and perseverance he managed to save me hundreds of dollars. Would only want to deal with him in the future as he is someone I can now trust within OPTUS.

UPDATE YOUR STORE HOURS!

I had been through hell and back with the completely incompetent customer service reps for optus over 2 weeks just trying to get a new phone. 4 out of the 5 people i spoke to relayed misleading and just plain incorrect information to me.

Finally, i was told i could pick up my phone from warriewood, the store hours say they open at 10 am so I waited around and even called prior twice just incase they did open early.

When i arrived at 10, there was one person working in the store staring blankly into nothing and leaning on the counter, he told me they had been open since nine am. He obviously didn't bother to answer the phone.

I am now incredibly late for work and in tears with the disgusting display of customer service, basic incompetence to do a simple task and even just updating your store hours.

Really friendly and helpful staff, despite in-store challenges with their EFTPOS machine. Thank you guys!

I went into the store needing to buy a new phone that morning as my son was flying out to France for 3 months and needed to take my old one. The sales guy was very nice but when it came to sign me up, we realised my license was out of date. I went to RMS, got an interim license and went back to the store. But the guy said their policy was that they had to scan a valid hard license, so my paper interim license was no good. I asked if we could get around that in any way but the answer was simply no. I went to the Telstra store around the corner in the shopping centre and they signed me up (with my interim license), sold me a phone and had me up and running all within 15 mins. Such a pity that inflexible rules lead to poor customer service and on that particular day, lead to Optus losing a loyal customer.

Went in to enquire about replacing a Virgin Mobile SIM and options on switching to Optus, they helped with both, no charge.