Optus

We visited Optus the Pines on 31/01/2024 and were looked after by Ali. Ali was AMAZING! My mum has had nothing but problems with multiple Optus stores and was considering changing providers until we saw Ali who understood our situation and assisted us with great service and integrity! We will be back for any future needs and we will continue to see Ali as he was a stand out! Thank you again so much Ali! We appreciate it!

Horrible customer service. Don’t bother going here they were rude (speaking mandarin to each other), unhelpful and didn’t solve our problem.

Excellent service! Totally customer from customer consultant Karen. Thank you so very much, Karen

I chatted with Destyn. He was very knowledgeable and helpful he answered all my questions concerning my plan. I believe he had my interest at heart and found the best service for me at a great price.

Assisted my father in organising a new phone plan, was very patient and helpful, would definitely recommend speaking to Destyn regarding phone upgrades and new plans. Will be coming back for any issues we have.

After a terrible customer service experience at a nearby Optus store, which resulted in me submitting an official complaint, I travelled to The Pines and was assisted by Kenny the store manager.
He listened to my experience of atrocious behavior and attitude from the Eastland store manager and assured me he would rectify whatever needed to be done.
Kenny's 'can-do' attitude, and genuine desire to assist, was greatly appreciated. Within two visits he demonstrated wonderful empathy and knowledge and proved what an asset he is to the organisation.
Thanks again Kenny. A1 service.

Just waited for 30 mins to ask about a availability of a device. No one to attend to customer or notify them about the wait time.
When you are attended that’s fine.

Instore staff are good at their jobs.online/phone help TRASH! 2 hours on the phone 6 people later no issue fixed. Doing work on a 4g tower and I have 4g internet, speed died can't use it. Didn't give me a heads up that the I wold drop to 1.4 down 1.3 up off peek speeds. One hour to cancel a service with them. The only thing I would recommend is that you stay away.

The service at this store has gone downhill since Will left. Was very disappointed when the price on offer for the phone kept changing and was more expensive than the Optus online price. Be careful shopping here

Cassie is friendly to fixed all my account problems. She is a Professional Consultant. I would like to say thank you very much, Cassie. Kevin Hu

Communication is important when your signing up for a 3 year phone plan. It was a little hard to find good communication at this store.

It's been great in the past with a manager, Will, but new staff haven't lived up to him.

It's fair to say, I miss Will

If you’d like to be ripped off and lied to this is the place to be. Scamming you into accessory bundles? Thanks will

I try and avoid in-store with Optus. It's very slow and you seem to spend 99% of your time watching someone type on a computer. Their customer service has always been very poor (not just here). But after 30+ years there gas been no change.

5 star service from Vicky. Took time to explain options for my wife's mobile & offered the best alternatives. Highly recommended.

Cindy did one of the best customer services I've ever dealt in my life, she is awsome! Thank you!

Great help from William and Cindy to set up a new phone. Very helpful and patient. I have called in for help and the staff are excellent, happy and have sorted my issues out immediately.

Exceptional customer service from the Optus team at the Pines.
My Home Internet with the previous provider was nothing but troubles and headaches, I've been using the Optus 5G home internet for 2 days now and extremely happy with the speed and reliability.

If it were possible to rate this store with less than zero, I would as that would be accurate. The "2IC" and "concierge" are two of the rudest and most unhelpful individuals one could have the misfortune to encounter. Neither should be employed in a CUSTOMER SERVICE role nor retail environmrnt. There's a reason Optus is losing market share - their lack of customer service and decent staff.
Rating: Less than zero.

Karsh is the senior sales person in the shop. He was nothing but helpful. I had been treated poorly at the Greensborough store and wont be returning. I will go out of my way to go to the pines. Karsh is an asset to optus and should be commended.

Will and his team are amazing. Extremely helpful and professional. Always smiling and going over and beyond to help out their customers. Keep up the good work guys