Optus

Greasy smooth-talking sales staff where if you don't want one of their plans and want a prepaid phone suddenly you're not worth **** - expect service that matches their phone network capabilities.

I'm a paying customer and if I'm paying to be part of the Optus network I absolutely expect good service regardless of my plan.

I've been waiting for a refund for two months because optus took $35 from me twice without my consent. Third time to date that I have requested a refund and been told that it will be done within 5/10 days. Which is false since the refund NEVER arrives! You are thieves and liars! I'm stopping with optus next month. Ashamed!

Good for no reason. I don't realize apart from promoting their presence in Australia they don't have a good customer service department either online or offline. After visiting 6-8 Optus branches only the highpoint one has been able to bring an outcome on changing the sim plan. Maybe try understanding the customer requirements before demanding something.
I've asked to change my sim plan to a cheaper one this can be done online as well but they couldn't help me with alteast 5min gap between 2 messages. Once while I entered this store they asked for my ID even though I had international drivers license they thought it's unreliable and asked for my passport
I wasn't asked anything to change plan online or at the highpoint store. If I take my passport on my next visit they would definitely ask for my visa copy and this story or the twist in the plot never ends.

Worst customer service ever, only good helper. They told me to leave and I was just taking a look.

Hi Yes Optus Melbourne Central Team

I would like to express my heartfelt gratitude to Ammy for being an absolute lifesaver. After receiving incorrect information about a plan from various retailers, I was fortunate enough to encounter Ammy, who truly knows her stuff. She is an exceptional individual who deserves to be recognized as a superstar.

Need to wait for a long time. Staffs seem like doing other things but don’t service you. They are not very nice neither.

Awesome customer service from Mon & Jaemin (hope I spelt that right). Went in for a sim card & got great advice on a new phone & plan. Unfortunately due to me not having my passport on me I couldn't sign up but the guys were great anyway & I'll be back! Thanks

Not because of the customer service, but the low quality internet/wifi network of Optus that caused me to suffer for the last two years. Their 5G network and mobile network are useless, not stable and very bad connection, doesn’t value to price. Never choose Optus again.

I was planning to change my phone line and internet provider to Optus, after talking to the customer service representative and getting some information to convince myself to switch over to Optus for both NBN and Personal Sim Plan. Then the customer service representative saw other customers entering the shop, and IMMEDIATELY told me to “find more information on the internet”. Well, this experience is very unexpected. I decided to strict to my lousy provider as at least treat me better.

I needed to fix my e-sim issues on my new iPhone and one of the staff members, Amy, spent a good amount of time thoroughly going through and rebooting the problems. I appreciated the overall positive customer service from her and the team.

They cheated on us. The staff said the phone is totally free and we can change the prepaid plan at any time. But when we prepare to change the plan, the app showed the bill of the free phone.

They are always helpful at this Optus store. Just be sure you allow plenty of time, as they get very busy. You could end up waiting 45 minutes.

Finally my sim issue sorted out quickly once I visited here. Which was not solved by online support.

Competent staff; easily addressed an issue I’d been having with my esim that the call centre and another Optus store couldn’t address. Should have come here from the beginning!

Don’t waste your time with optus, a simple data recharge to your flex account can’t be done. Only way to be done is through the app, and I’ll tell my experience with optus

‎I have not only tried everything, not only I visited 2 stores and each store gave different information, not only one store told me to delete the app and reinstall it, and if that doesn’t work then i need to install it on another device. Not only i have called and the customer service haven’t helped with anything at all, and i chatted through the app my optus and got zero help, cause they asked me to cancel my subscription and make a new one. A simple data recharge should not be hard and complicated, i have canceled my subscription and when i got a confirmation of the cancellation i changed it to one that i want, and couldn’t add a payment method ، over that i got a message saying for security reasons we have removed your card details from our system, that’s doesn’t make any sense and when i showed this message to the customer service representative in the chat, the response “ I don’t have enough credit on my card” and that i need to try in 24 hours. Will i have fund in my credit card and bank, but the whole issue is optus app that isn’t friendly, 2 stores i visited that waited just for them to tell me we can’t help and only can be done through the app that doesn’t work. One told me that, and added it might take 4 hours for technical issues that optus is going through to be resolved and the other store told me the delete app and reinstall “ solution “. It’s been 14 hours of me waisting my time to add credit. I have deleted the app, took the sim out and tomorrow I’ll find another service provider that is not complicated.

So started with “ optus suffering from technical issues at this moment “. To “ this might take 4 hours “. To “ delete and reinstall the app “. To “ cancel subscription and find a new one”. To “ optus saying i might not have enough funds on my card “. To me just giving up cause 14 hours trying a simple recharge is not worth it.

Amy was incredibly helpful. Things were fast, accurate with ease. Best Optus service experience so far.

Bad signal, unfriendly service, Lots of staff but lazy, unhelpful to customers, slow to work and no customer support skills.

I have been overcharged and I discussed this issue multiple times by phone and I have been assured that I’ll be refunded within 4 Business days. After more than a week nothing reflected on my account. I visited the Melbourne Central branch and instead of solving my problem, they started providing me with more offers to subscribe!

I said No! Refund me and I will move to another service provider!

Very bad experience with Optus.

We were served by Wilson. He told my girlfriend she did not have credits to buy the pre-paid plan and convinced her to get the more expensive post paid plan. It is not true!

We have enough credits and I don’t think a pre-paid plan would be impacted by credits. He made us so scared that we had to use the post-paid option. I understand you may give your staff bonus if they make more profit. However, this only makes some of your staff lie to their costumers.

I cannot believe Optus, as a big company in Australia, deceive their customers like this. Especially for someone who is new to Australia. I am so disappointed and canceled my Optus service immediately……

I want to change my service provider to Optus from another third party that gives me so much trouble. At first, the interaction was normal with a female staff with long light brown braided hair, she had to make several calls to confirm things. I didn't mind waiting at all, as i understand that people are working and some things may take longer.

Then she asked for my previous service provider's account number which i do not store anywhere. I have reformatted my phone as at first i thought, it was my phone that is problematic. I forgot the login to my previous provider app so i was unable to retrieve it. Note that i was also unable to receive sms or calls (it was Telsim if you wonder). So there's no way i can get my account number online or by app. So i had to make a call to the customer service, it took several tries and a lot of waiting to get through to them. During this time, the staff started to make face (i can see the expression despite she had her mask on), and played with her phone.

Then i guess she got bored waiting for Telsim's customer service to answer (which is not my fault), and suggested that i get a new number instead. She was scrolling at her tab, and started to suggest me with several numbers that she thought is good enough. I did not agree to any of her suggestions as changing number is the last thing i want to do, i was there to change the service provider only. WTH? Do you think it will be easy for me to update my contact details to different organisations?

Then mid way she just handed over to another colleague. Maybe the handover was done half-heartedly, after her colleague processed my application and told me that i should wait for a few hours for the system to rollover. I didn't know that they were supposed to give me a simcard, which they didn't! They had processed my application but they didn't assigned a simcard to my number. I didn't have a line or data for 24 hours, and i had to return to the store next day!

Next day i was served by Micheal which is great and kind. I saw the same long braided hair staff yesterday, no f given for the messy job she has made and the trouble she has caused. If not because of Micheal i would have given the rating 1.