Yes Optus

Go to store to cancel because can't get through on app or call. Wait, assisted, go through all details, reasons why, check this, check that, to hear "I'll see what I can do". It's not a locked in contract. Has to go talk to a manager, wait some more, and find out they can't cancel in store and I have to call!

It is the worst company I have ever worked used. DON'T GO with them! And read fully this post.

- When I went there to get my mobile router. I waited for 1h30 just because they gave it to someone else.
- Had to call them 3 times to get the router activated because they never activated it properly.
- Once activated, I never had a proper reception, and I had to cancel the service.
- Once cancelled, they continued to bill me anyway.
- When trying to contact them, never could use the app because they setted-up my account wrongly and so they never could access my account. Each time I was trying to call them, I had to make them resolve this issue (which never was resolved).
-Finally, I never could get the router return package, forcing me pay late interests fees on top of it, just because they never sent me the return package.

- I had to call them over 20 times in the first 2 months for various issues.

I am not joking! DON'T EVER purchase their service. You'll regret it.

As a long time customer of Optus, never have a I been so deceived and so disappointed. I enter the store with my partner to simply review the details of my contract which was soon to expire. Dealing with Sam was a great experience at the time but only later come to realise how we were totally deceived. Upon restructuring my contract, Sam offers my partner to come over to Optus on a great deal as my partner was then with another provider. My partner does so and we felt looked after and happy! Come the next bill, there is a third phone number that had not been used on there? After COUNTLESS calls, emails and visits to Optus (where Sam avoided dealing with me and Dean helped me out and was great) we came to understand this great "deal" was only if TWO numbers came on board. Given it was just my partner - Sam added in another number which we were then being charged for. We never agreed to another number for no reason! We had no notice of this, no SIM card, nothing. He pulled wool over our eyes thinking this would go unnoticed? Paying for an additional phone number which had evidence of no activation and therefore no use/data etc. We were then told it was $200 to cancel the random unused number! Something we never agreed to, signed for - nothing. Jenny Ann assisted me over a 41 minute phone call and got it sorted after three months of back and forth and clearly NO ONE doing absolutely anything. Disgusting, dodgy practices. I have taken matters further given the gravity of the situation and the fact we were deceived in such a disgusting way. Shows a lot about company culture.

Had just switched from Optus to Telstra due to the experience from this store.

A guy named Jasper was there to help me and he was overall friendly and somewhat helpful but I’m not sure if it’s the company policies or he’s inability, he failed to do a few tasks that I would think it’s consider simple.

He failed to let me know what’s my credit for rebate is and simply asked me to wait for the next bill to find out. I told him I have spoken with the help centre online and even showed him the email transcript with the online help centre but he said apparently the physical store has different system or working method from the help centre online?

Then he tried to trick me into thinking a $180 prepaid deal for a 12 months plan (10GB per month) is better than a Telstra month-to-month $40 postpaid plan (30GB per month). I told him that’s wrong and it’s literally a simple calculation.

In the end I actually settled for the 12 months (10GB per month) prepaid deal simply coz I am an existing Optus customer and I just can’t be bother changing company and I was worried about my “supposed to be there” credit refund.

But he told me I CANT KEEP THE SAME NUMBER? Apparently he said I can’t keep my mobile number when I change my plan from postpaid to prepaid? Even though it’s literally changing within the same company? !

I was so shocked and confused then I walked up to Telstra and literally changed the company just like that.

Then I heard from my friend who worked from telesales industry saying that the reason he was trying to pressure me to get the prepaid deal is because he might be getting higher commission and not being able to keep the same number within the same company is just the biggest joke ever.

Useless
Tenant at a property
They swapped us to NBN
They were happy to speak to
Me about access etc etc
Wouldn’t speak to me when it wasn’t working!
I live in the property
Was accessing the router and talking them through everything and they would only speak to the account holder! I had all details
Account pin and everything!
USELESS cancelling all my Optus services.

My billing issue which has been stressing me for 2 weeks was finally resolved by Jamika. Excellent customer service. She went over and above. Very helpful and empathetic.

I’ve visited this place years ago and I still remember their excellent care service.
I was on a wrong prescription, and they changed that for good.
So grateful.
I like about them that they have a constant follow up through emails. Also, the ability to choose any branch you want to pickup your glasses

Very very bad service that they gave to me. The staff actually not decribe me everything i wanna use aldi sim and i didnt buy the optus phone but i didn't know about the oppo phone and even it was not written in the phone description. So when next day i want to the centre again they told we cant do something.

Great customer service but just a warning - one question can get you to sign up for another whole plan. Not that it's a bad thing but their salespeople are good at their job, really friendly and chatty.

I love Optus, but if u are a customer i would recommend u to go to one of the stores not that central, because this one is full 24/7. Which means u have to wait sometimes.

Terrible reception at west side.i am in contract and can't even get rid of it.tried wifi calling.no luck.pls don't use Optus if you live truganina side

Unhappy with the staff's attitude. Not even care what I said and just told me do things that he should do himself on the screen. When he was not sure about something and asking the store manager, then they start chatting with another staff for something else while I was waiting there and wasting time. I was asked to send him the photo ID via email but when he received the email and the photo was broken, he showed a disappointed face on me which is totally not my fault. This store is NOT recommended. I wish there is 0 star option so I can select that one. Really piss me off.

Good service, it might take a few minutes for your turn, but the staff is friendly, respectful and patient. Would suggest going early in the day to avoid waiting line; but it is usually a fast service.

Poor poor poor internet connection and customer service. I have lived in 5 different countries and even in developing countries but Optus s internet and customer service is by far the worst I have come across in my life

After selling me something that I was told was a glass screen protector, when opened was not. Store assistant declined to hep me any further as the product had be opened. Will not be buying anything further from this store. Liars!

Alex set me up with a great deal for my new phone and helped sort out all my billing issues, recommend everyone to go see her.

Cant fix issues in store was told to call tech support, so I asked about a new home internet plan and was told to call customer service? So what's the point of this store?

Optus are the worst telecommunications company in Australia. I would give them no stars if I could. I have had to go to the telecommunications industry ombudsman and place a complaint against them for the way they have treated me and they have chosen to ignore the complaint and still harass me. Go to any other company for your phone and internet, hell even Telstra are better and that’s saying something.

Very disappointed with this store. Literally spent about over two months over an issue. The manager of the store didn’t care about the customer’s issues and hence losing business. When asked about his manager, refused giving details by saying he doesn’t have one.
Overall my experience with Optus has been fine. However, the experience at this store has been terrible.

Have been here a few times and was unable to get any help - ended up leaving after waiting for a while. Ended up purchasing items from other stores instead. Need more staff.