Optus

After a frustrating experience trying to solve my issue on the phone, I decided to head down to the shopping centre and try to get a solution face to face.
I was helped by a young woman named Francesca who went beyond my expectations to try to help me. Sometimes employees in the shop front can not solve everything but that doesn't stop them from providing excellent customer service. Like what I experienced today.

Eyanna was amazing! 5 star rating
She explained everything thoroughly and answered all of our questions
Highly recommend going to see her for all your Optus needs

The manager at Optus is arrogant and rude. If this is what Optus represents, I’m saying ‘No’.

What an absolutely horrible experience.
Decided to cancel my plan and not taking a new one as well.
The store assistance was absolutely not helpful at all.
Not recommended

I want to thank a helpful young man named Paris. I had trouble renewing my 90 year old mums Optus prepaid on line. I walked into the Westfield Plenty Valley store and Paris patiently helped me with the process of renewing her plan. Thanks Paris. You are a credit to that store

After reading all these negative comments, I almost didn't come to this store, but after 3 days of trying unsuccessfully to swap my daughters esim to her new iPhone over the phone with "off-shore" people, , batling with the usual language barrier, I opted to give it a go, and am glad we did. We were looked after promptly, and courteously by Danielle. She got it all sorted within 5 minutes. You can't beat good old face to face customer service.

I have been a loyal Optus customer for 11 years and throughout that time had only received great customer service. Until now.

Now I’m sure having a hack and subsequent data breach of this size occur can be stressful for a company, particularly when it wasn’t even a sophisticated hack. You would think that a certain level of compassion and empathy would be executed with customers, no? That perhaps now is the time for not only transparent and personalised communication but a drive to deliver exceptional experience to your customers who are stressed, anxious, upset. Unfortunately, it seems Optus are hell bent on providing the same level of customer service that they did with protecting our data; low grade and as an afterthought.

Since your data breach was discovered in September I received an email advising my details may have been included and only yesterday did I receive an email (not even addressing me by name but as “Dear Customer”) confirming my details were in fact part of the breach and what to do. In the meantime, feeling let down and now untrusting of Optus I have decided to cancel my contract and move to another provider. I attempted to get information for this via the chat option in the Optus app and after waiting just under 14 hours for a response I was told to head to my nearest Optus store who can help me with my cancellation request and no other alternative provided.

Well I went to my nearest Optus store today at Plenty Valley and my experience was appalling. I was approached by a boy who asked what I needed. Upon saying I wanted help cancelling my contract this boy chuckled and promptly told me he won’t help I need to call instead. I attempted to ask why I was instructed to come to a store if they can’t help me but was cut off and told it’s not this boy’s problem and I just need to call and why would I want to cancel anyway. Another employee intervened and advised he would go write the number down for me that I need to call. The first boy remained and asked again why I would even want to cancel and I responded that I was unhappy after the breach and no longer trust the company to which this boy smirked, rolled his eyes and said he wasn’t the one to breach my data and do I expect any better with another provider before muttering under his breath that I’m a “f***ing b***h” and walked away. I got the number from the other employee and after raising my concerns was told it was the boy’s first day. Because that makes it better somehow? No apology, no compassion, nothing. The customer service at this store was disgusting, and upon checking it online I’m not surprised at all the negative reviews.

So thanks Optus, you’ve made being your customer awful and I am beyond disappointed and angry at the way you are handling this breach situation. On top of that, I have been misled in my attempt to leave and cancel my services. Train your staff better, secure your customers data better. Just do better.

Worst company cancelled my bussiness account to get told they will be sending a credit, they couldnt get that right now charging me for there mistake
DO NOT GO WITH THIS COMPANY
THE MANAGEMENT AND STAFF ARE PACK OF LIERS AND THIEVES.

Fella at Westfield Plenty Valley was extremely helpful as was the Manager Anas. Much better deals than Telstra

Disgusting and rude, I wanted to upgrade my three mobile phones, but the girl was way too busy on her mobile phone to talk to me, first time and a last time there

Big thanks to Adam for the best customer service Ive received from anywhere in a long time! He was very helpful in assisting me select the new phone and plan that was right for me. He is very knowledgable, explaining all my options and then the setup process in a way that was detailed, but also easy to understand.
It was really great to be able to make informed decisions for myself without any pressure or up-selling, and then be confident about how everything was going to proceed.
Everything worked out exactly as he described and I couldnt be happier with both the product and the service I received.

Service was fantastic
Amazing team and amazing staff Aron was so helpful got me the best plan for me thanks guys for all your outstanding work today

Service was fantastic! Amazing team and amazing staff.

‘Adam’ was incredibly helpful. Educated all plan details throughly and worked out the best plan for me. Thanks guys for all your outstanding work today

Just can't thank the staff enough! My wife and I were served by "Adam" today. He was super friendly and explained everything we needed to know in a clear manner and helped us to grab the plan which suited our needs. I should congratulate the store manager for having such a trained and friendly staff. They are such an asset for the company. Wish you guys all the best.

Store manager is so rude and doesn’t know to to speak to coustmers I ordered s20 in black colour and received in blue, come back to store and store manager refuse to change the phone even have chat with coustmer care they send me back to the store so frustrating. I wish I could give zero star for this service specially for store manager.

Worst store manager ever I speak with, she is so rude and refuse to change the device they send me in wrong colour. Don’t go to them they tell you something else in beginning and when you bought a service they refuse to solve any of your problem.

Staff member tried to tell me i couldn't get a prepaid sim for mobile broadband and tried to sell me nbn and router. Telling me my router i just bpught off them was useless. Rang optus and they got it sorted in 20 minutes. Even called me back. Wouldnt recommend some staff at this store. He was a male.

Had the great pleasure in dealing with Adam and Mouna on Saturday 30th November 2019. Number one with Top Gun customer service! Listened to my telecommunications needs, was informative, pleasant, professional and extremely knowledgeable. Throughout the time I was there Adam was attentive and understood my telecommunication needs. I never felt pressured or confused, he conducted himself in a processional manner every step of the way. Mouna went above and beyond her duties and my daughter and I are truly grateful. I highly recommend Adam for ALL your telecommunication needs. Could not fault Adam and Mouna, exceptionable workmanship guys. Biggest appreciation and thanks.

Useless, No product knowledge for any of staff.
Been twice to get prepaid roaming sim with no success.

One of the most helpful Optus stores I have been to. Staff are always knowledgeable and friendly, and always ready to help. I have always been treated as a valued customer and am happy to be an Optus customer. Thank you all, keep up the exemplary work!