Yes Optus

The guys at this store were brilliant tonight.
Friendly customer service never goes out of fashion. Sorted my busted phone and managed my account brilliantly. Good job

WORST EXPERIENCE EVER.

Avoid this store if you can. Got a new iPhone 13 Pro from the store and found a defect on the phone when I got home. Went back to the store after an hour, after I showed it to the first staff, he said that they can’t do refund as Apple with reject the defective phone (which is none of my business as you are the one who have to deal with it), and said that no refund can be provided after the package was opened. After that the manager came, he started saying in an aggressive way that he couldn’t see any problem with the phone without even look into it (and kept staring at me / ignoring me when I pointed the defective part to him). I went to Apple store few days later, and the staff helped me out with it (even though I didn’t buy it from Apple store) and provided me with an exchange for a new phone.

Back to Optus, what’s the point of paying a full price for a defective product? If you can’t take the responsibility, please don’t sell the product as a third party provider. I would spell out the name of the manager if I still remember but unfortunately I don’t remember. Went to Melbourne Central’s Optus store and got the same response.

My review is not about this specific store but it is generally about Optus by itself.

I do have a Home Wireless Broadband service from Optus for over 2 years, at the start they promised me a very high speed service, which they delivered, for 2-3 months, speed was like 100Mbps but after that speed dropped to 1-2 Mbps.

I need to call Optus service department every 2-3 months and wait on the phone for hours to speak to someone and ask them to increase the speed to where it already was, this is going in circles and looks like it is what they always do to their customers, and if you do not call up, your internet speed will remain very slow.

I also attached couple of speed test results on my laptop before and after calling the Optus service department.

It is not a fair trade, what do you think we should call this action of Optus?

Really appalling experience and treatment of my partner 6 years ago when this store was in the Vodaphone store location - the experience was really terrible and has stayed with my partner all these years.

10 out of 10 and 5 stars for Shaun from the Optus store on Bourke St. Thank you Shaun for taking the time to explain everything, organising our new service and solving all the issues and thanks for restoring our faith in Optus’ customer service.
-1 star because Optus does not offer any deals for existing customers and does not care about customer loyalty: (

Very rude and bad service. When l said l will think about your offer, the staff start to act impatiently and put my Password to the table instead of put it to my hand. Very bad service and manners. I never use Optus again

Went in. Was told to sit and someone would be with me. There were six people standing at the register and no one assisting me. Left. Spoke to Dean at Bourke Street mall optus who was lovely and told him about horrible service at Bourke Street. Should be no stars!

My partner and I just landed from overseas in AU and we were not familiar with how things are running in AU at all. Sean had offered to look after us and we've been sold within the first minutes of our interaction with. He is a genuine and lovely person willing to help and there to answer all your questions. Thank you Sean.

Awful, just got a run around to sort out a relatively simple task. I’ll be going to another store to fix my account issue. My account undoubtedly would’ve come out worse then coming in. The staff seem quite incompetent at resolving and communicating. Not worth the time or stress, save yourself and go to another store or use the online services.

Don't bother with this Optus store. Undertrained staff, and an aggressive manager. No alternate options provided - which could have solved the problem. Camberwell Optus store totally rocks and puts Bourke St store to shame.

I was very satisfied with the level of professionalism and assistance I received from Kris the assistant Manager.

Very patient and courteous. Solved my problem which I had been unable to solve through online and web apps. Very grateful. Thank you

Dishonest and deceptive. Completely ignored the reason I was visiting the store and tried to sell me unrelated products. They will offer you “special deals” and 2 for 1 offers that don’t exist just to make it sound cheaper and will not put in the effort to make sure the customer fully understands what they are signing up for

This Store KEEP AWAY from. Deception and POOR Customer Service! Sold me items, package I did not agreed to and never told me about all the circumstances chaning from Wirless Broadband to NBN. Also connected me to 2 new mobile numbers/sim cards for extra. Telling me its was complimentary. AGAIN. STAY AWAY FROM CHRIS. MAN. AND STORE STAFF. LIARS AND DECEPTIVE!

The worst company ever! Engaged this mob to provide internet and phone line to my cafe and it's been over 3 weeks and there is no one trying to help. Been on the phone for 1 to 1.5 hours everyday and there is just no one home.

A disgrace of an organisation, it's incredible that this company is still surviving. Spoke to a sales guy by the name of Roshan Ranjit (BEWARE!) has disappeared since signing me on, doesn't answer calls, doesn't respond to messages left on answering machine, over 3-4 times.

Businesses, beware. DO NOT sign up with these guys, no one is in charge! Go with smaller companies, they care about your business, not these scammers.

The worst company ever! Engaged this mob to provide internet and phone line to my cafe and it's been over 3 weeks and there is no one trying to help. Been on the phone for 1 to 1.5 hours everyday and there is just no one home.

A disgrace of an organisation, it's incredible that this company is still surviving. Spoke to a sales guy by the name of Roshan Ranjit (BEWARE!) has disappeared since signing me on, doesn't answer calls, doesn't respond to messages left on answering machine, over 3-4 times.

Businesses, beware. DO NOT sign up with these guys, no one is in charge! Go with smaller companies, they care about your business, not these scammers.

HORRIBLE CUSTOMER SERVICE!
Matthew was exceptionally unhelpful. Went in there due to a SIM card problem and their only solution was to get a new number. They do not care about any inconvenience by the customer and all they care about is their sales targets by any means necessary. Horrible customer service, I do not recommend wasting your time there.

Sean and his manager did a great job helping my mum navigate a new mobile and internet plan that suited her needs! He was patient and helpful in his explanations, and even showed her how to set everything up. Mum left with a good deal and was appreciative of the excellent customer service. Thanks Sean!

Texting with a personal phone while dealing with a customer

Aiming to change plans even forcefully

Aiming to involve a third person to change their plan as well

Unfriendly customer service

Insensitive comments about race

Good service and sales for mobile phones and Internet devices. Can get busy so pick a quiet time to visit