Optus Bourke St Mall

I was told by the staff that in order for me to downgrade my plan, that I would have to change my phone number.

Seriously? You’ve lost a customer.

This is a head-office issue, but I don't need staff trying to sell me something every time I come in for a pre-paid voucher. They used to be available at the post office, but no longer I just need to make a purchase and leave, not give my name, be shuffled about from one lounge to the next, answer intrusive questions about my phone use (the same ones each time) and have to explain all of this before I leave each and every time - every 4 weeks. Will somebody please put the customer back into customer-service? ! And will the manager please pass this complaint on to his seniors?

Today I bought a new phone here for my father (we were in the service zone sitting on Sofa after person at the front guided us) After buying phone, I asked one lady to see if I can buy phone cover. She said that I need to go to front again and line up.just to ask ONLY ONE QUESTION after buying phone. She didn't even bother to look up if there have any product I asked. Very unhelpful and unsupportive. I am not impressed by her attitude at all. Really not helpful. One staff at the front told me I can go to phone accessory shop nearby because they don't have the product for me. I am pretty sure she can tell me that one sentence rather than making me and my father feel really uncomfortable. Hope Optus company trains their staff properly. Horrible service! I want to give zero star if I can.

I was today (28th July 2023) at Optus store in bourke St mall. I was attended by Justin, and I was there at the store to set up e-sim.
Justin tried to provide a solution which didn't work initially, I reached out to him again to inform him e-sim setup wasn't successful.
He got impatient in the process, asking me questions like why do I even want to use e-sim and telling me to use a physical sim instead.
Dear optus team, you are there to support customers, not to turn off their requests. If you are not able to resolve an issue in one shot, give another try, try an alternative way, stay patient, talk politely to your customers.

On the positive note, I found the manager at the store quite helpful and was trying his best to help.

Tony is very nice staff！！
He is very friendly and patient！
而且會講中文 有需要的朋友絕對可以去找他！

Went to buy two new sims. They were really helpful and gave us great discounts. Quick shoutout to Jessie. She really made it easy for us to choose Optus.

Through frequent visits, I’ve found that the quality of service at this location is quite poor.

Today I dealt with Tom who provided terrible customer experience and was unhelpful with solving my issue. Other people have said similar in previous reviews too…

Following the recent data breach and my experience today, I’ll now be leaving Optus and switching to another provider.

Service is not up to the standard and is based on the product you buy. But everyone deserves good customer service.isn't it.next time if I come across such, definitely I will *** in the face

Don't feel like to rate any stars.but. You want to leave feedback then you must rate. Horrible customer service! Especially when I ask "what do you mean by insurance and warranty" she can't even answered clearly and the way she talks.serve 2.30pm 3rd August 5 years ago.
Her name is Stephanie something whatever.pfft.rude, if you can't answer any question how can you become a customer service. "curious"
Plus her attitude.horrible!

Worst customer service ever,
They just waste your time and not doing what Optus asked them to do, they just want to get the money and put you in trouble
None professional and lake of knowledge staff

Store Manager and Isa Bella are wonderful guys and had patience to help me get a resolution. Appreciate their hardwork! I recommend to visit this store.

Worst customer service experience, I've never been treated so second rate. Just like a problem to deal with rather than a loyal customer. Had 5 members standing around around having chat amongst themselves. Took the manager on the floor to prompt one of them multiple times to come help. Who then seemed disgruntled that he was taken away from his work colleagues. Basically palmed off as to track the new phone myself. What an absolute joke, go here to be dissatisfied on customer service and care if that's your thing.

Stella was incredibly helpful and knowledgeable, she legit saved my life. My old phone got lost with my sim card and she helped put me on a phone plan, ported my sim from another carrier without the need of a physical sim even though other Optus branches rejected to do so. It was right before the store closed for the day as well but she was very patient and helpful with my request. I can’t recommend this store enough and I hope Stella gets a promotion soon cus she so so deserves it. Cheers!

Very disrespectful, bad customer service, I asked the guy named Tom to help me cancel my prepaid phone so they stop charging me every month, he and his Indian co worker were so rude to me and didn’t help me at all, not recommending that store, they get paid to stand there doing nothing

Extremely disappointed with the service provided in the store.

I have explicit told the new staff that all I need is an additional sim for my data sharing plan. However, the manager pushed the new staff to selling me a new plan that’s worse than my current plan. Just for the sake of hitting sales. Very disappointed.

24th Dec 5: 14pm the male manager here was so rude! I just wanted to get some help with my phone data and asking him questions if someone would help me.
Really? With that manner he can be a store manager? I DONT THINK SO!

This Optus store is larger than the one we usually visit on the Cnr of Elizabeth and Collins Streets and more convenient when getting off the 96 Tram at this stop on Bourke Street Mall. The techs here are very friendly and helpful and kindly organized a replacement for my faulty SIM card.

Avoid this store. The staff do not know their products well enough and downgraded me! Assured me I was getting a better phone when my current contact had expired but it didn't even have NFC function (tap and pay). When I returned to the store they asked me what I needed NFC for? ! They seriously didn't know. Were not interested in resolving the issue. Referred me to customer service online. Helpfully told me "to throw them under the bus". What a joke. I'm typing this on a handset from two upgrades ago which ironically has the tap and go feature. Still working my way through the laborious online customer service process 3 weeks later. Don't go to this store. High traffic and high staff turnover means they have no interest in customer care and poor product knowledge.

One of the short staff wearing glasses, messy hair insists false information with no visible factor as the evidence.
Keep speaking 'It is the great deal, you lose nothing. '
And of course he presented troublesome charge in finance, service options to me.
First, thanks to him, I can not use automatic payment service, because I've changed data plan by his recommendation.and he said 'it's possible to keep use that service by my account. A Big hand to Uninstructed staff but having obstinacy against his customers.
Second, we did not have any intension to buy lower capacity phone, but just pay extra money to buy more expensive one.however, this young man targeted to sell that lower capacity phone and persuade us persistently, we wasted more than 50min.it could be done in 10min. I'm sure.
Third Yes to figured out what was wrong, and fix it, it took us time up more than A MONTH! Thank you i emotionally exhausted and fought with my very precious friend who has been linked on my account.
Without you, we could save a lot of time, and even keep our relationship much better. You ruined them all. By your lack of acknowledge. Why should educated people be suffered by these few uncivilized stubborn?
Please keep this staff hired. Then I can see this shop would close for good desperately.

The staff what cheating and scam by taking my sister bank card when we want to register mobile phone line. One day my sister get notification transaction from shoes shop, but my sister doesn't order/ know the shop and she quickly cancel the transaction and the day after tommoro we went to bank to block the card. The officer Bank also checked my sister account, my sister was lucky someone trying to used her card bank by using the number at the back to buy anything. We just realised this OPTUS staff taking the card when we want to register mobile line phone last time. Please be carefull who want to deal with this branch! They are not honestly with customer.i asked my sister to report police because we know the staff name but my sister said no need.she dont want to take any action even the bank also ask to do the same things.becarefull guys! Maybe you are next victim.