4 to 6 weeks.. standard answer to everything. Painfully long wait times to get sunglasses made. Equally painful to get the extras refund into extras once you give up on glasses and ask for a refund. Entering the third month since i decided to get their services and later to have them cancelled due to unsatisfactory customer experience. Seems like their system is broken and the standard answer to every query is to wait for 4 to 6 weeks. Called thrice to talk and check on whether my request has been initiated.. always told the relevant person would call back and have yet to receive a call back...

Took 4 months for my prescription sunglasses to come they lost it three times in Thailand lap and Brisbane lab finally when it came to Castle towers stores it wasn't the right one !and they had to change it again! It was very frustrating and no one took responsibility to do anything they played the blame game on each other!

I wish I can give them 0 star, A pair of glasses has been sent back to lab to redo the job over 5 times. staff is rude and yelled at me still didn't get my glasses since two months ago the glasses lens they use is the old technology and the thickness are different from other store. no store manager on duty to look after any customer complain staff lack of knowledge, not be able to help the customer professionally bad service. bad quality . bad management and training the only reason I chose them is because I am a bupa member no more!!!!!!!!!!!!!

Very unpleasant experience there. Used my own frame and got damaged, they didn't tell me anything with regards to the risk of using own frame while we purchasing lenses. Secondly they didn't message us untill we went to the shop and ask, it has been more than two months. I'd rather say this should be ranked as 0 star. We had no choice but to accept these consequences.

Went here on Monday to check my options for a new pair of prescription glasses. Marissa was very patient and very helpful on all my queries and the Optometrist has been the best I had met so far, she was very thorough and worked out the perfect 'new' lens grade for me as my sight had slightly deteriorated. The new lens grade felt very comfortable and had improved my vision significantly. I definitely recommend coming to this store, especially if you are a BUPA member. Looking forward to get my new glasses. Thanks Team Castle Hill.

Couldn’t have had a better experience at Bupa Optical Castle Hill. After my old frames broke, I went for an eye test and to purchase new spectacles. The assistant who helped me was very thoughtful and provided excellent customer service - helping me unlock more credit from my health fund to put toward my new spectacles. After applying an urgency on my purchase to get the lenses made, I was notified by text that my new glasses were ready (incredibly, only a three day turnaround, with extras like transition lenses). However, as I was coming home from work in the city, I realised I was not going to make it on time for the shop closing (message arrived at 4.15, shop closes 5.30). I called up, explained the situation, and the staff kindly stayed open another five minutes so I could pay the balance of my glasses and start wearing them. Simply outstanding customer service! Thank you so much, I am so appreciative and will return in two years time!

I highly recommend Michael, one of the optometrists here. He is the most thorough optometrist I have ever encountered. My children have seen him and recently he worked through his lunch break to accommodate an urgent appointment following eye trauma. He made an accurate diagnosis and facilitated a very quick appointment with a near by ophthalmologist specialising in retinae. He is extremely thorough and explained each step of the examination and his findings. I hope that Bupa Optical recognise and reward Michael as he is a huge asset to their business.

Fantastic staff and sensational customer service . Very impressed with their professionalism. Special thankyou to Gloria for helping me as she was great .Highly recommend this store for anything eye related 👍👍👍

No wonder the rating was bad. Selected a glasses with the offer and price mentioned. Within mins i was told that the price was wrong and has gone up by 200% 😄

Not a good spread of options for prescription glasses. Terrible craftsmanship and finish of the glasses.

From the moment I stepped at the door the staff were absolutely amazing, very friendly, very good service helped me choosing my glasses and understanding that I'm exempt from wearing mask unlike yesterday at Bupa optical parramatta and because they were very friendly not judgemental I tolerated wearing a mask during the examination and I end up buying my glasses from there win win. Thank you Bupa optical staff Castle towers.👌

I had a birthday voucher for $25 which is why I visited the Bupa Optical store at Castle Towers in Castle Hill. Once I had picked up my frame, I was told that I could not use my birthday voucher with the frame as it was on sale. If it is meant to be a birthday voucher, I don’t understand why there should be any conditions attached to using that voucher. I don’t think I will trust a Bupa voucher going forward. I will check out all other stores first before entering a Bupa store just relying on the voucher. Hope Bupa can do something about these so called “offers” if they can’t be used.