We were served by Winson, the guy who’s speaks Chinese. He told my girlfriend she did not have credits to buy the pre-paid plan and convinced her to get the more expensive post paid plan. It is not true!!! We have enough credits and I don’t think a pre-paid plan would be impacted by credits. He made us so scared that we had to use the post-paid option. I understand you may give your staff bonus if they make more profit. However, this only makes some of your staff lie to their costumers. I cannot believe Optus, as a big company in Australia, deceive their customers like this. Especially for someone who is new to Australia. I am so disappointed and canceled my Optus service immediately……

I have been overcharged and I discussed this issue multiple times by phone and I have been assured that I’ll be refunded within 4 Business days. After more than a week nothing reflected on my account. I visited the Melbourne Central branch and instead of solving my problem, they started providing me with more offers to subscribe! I said No! Refund me and I will move to another service provider! Very bad experience with Optus.

Have been with Optus for 20 years but just had the worst customer experience on the phone with one of their prepaid phone consultants. Rude, impatient and condescending - will be changing providers tonight. Suggest you train your customer service staff as the guy responding to my questions was truly awful and I hope he doesn’t ruin anyone else’s day.

Bad customer service, I was trying to retrieve my phone number to a sim card and change account name because I lost my phone, they rushed through when they handled my case as if I'm a no one and no advise or guidance given even though I've just lost my phone on that day. Appalling...

Worst customer service ever, got my imported number and email in the system wrongly and totally wasted my time to figure everything out. And the staff didn’t want to help me out just wanna lie to me, tried to cover their mistake, didn’t even wanna ask their superior how to fix the problem. And I have to push them tell me what happened exactly. Told me maybe the app went wrong, maybe have to call customer service center, then suddenly problem solved when I call the center. Then I said thank you before I left and also had to make everything is right just in case they don’t messed up things again. What I got from them are some bombastic side eyes and eye rolls. No apologies from them at all.

The WORST experience I've ever had. I went into the store and asked to purchase on a 12 month contract. I also called ahead of time to have the phone set aside for me, which they did do. Once in store, they responded with; "Sorry we are holding onto the stock for people who want 24 month contracts." And refused to allow me to take the phone for anything less than that (despite offering 12 month contracts usually). I left without signing up for a phone.

Honestly a bit of a weird experience that left me sad. The worker that helped me was lovely and made sure to do everything correctly, checking with her manager to ensure that she was doing things right and even seeing if she could give me a discount. I had nothing to do so I was happy to wait when she was having trouble as she was still pretty new to the job. Her service was great and she was very kind and polite. The manager on the other hand, was clearly getting frustrated with her questions to the point that it made me feel very uncomfortable and like I was a child being yelled at by a parent. At one point he asked her to try to input my card details into the system again as they didn’t go through. She didn’t hear and he yelled it out in a very stern manner, on top of just being passively rude all throughout the session. I’ve had my share of managers like this unfortunately and I know he won’t take the criticism but I hope the girl knows that she did an amazing job and that she really helped me with my plan. Thank you 🫶

Very bad & irresponsible untrustworthy mobile phone provide! My daughter’s mobile plan with Optus. Her personal info & bank a/c data were stolen because Optus had a cyber hacked couple of weeks ago. Her money from the bank account were all stolen. She reported to the a police, Optus & the bank. No one was willing to take the responsibility. She’s NZ citizen & a university student too. During this a Covid crisis, it has made matters worst. Come on, someone has to take responsibility for releasing out the mobile user ‘s personal information. This is a really breach of privacy act. Who will want to trust Optus anymore????

Coming into Optus, I was honestly unsure whether or not I wanted to enter into another Optus plan. However, everyone there was very welcoming and the staff there was especially thorough with their explanation and elaboration of the perks and benefits of joining with Optus. In particular, Wilson was very persuasive and helpful with all my concerns and I enjoyed the entire experience when I was there.

This is one of the most worst oh sorry i mean WONDERFUL AMAZING optus store. I’m doing my iphone 14 pre order in here, and they create a new account under my name. But this when plenty of problem occurred. When i want to confirm that i want to keep my old device (i don’t want to do upgrade), one of their staff said that i have no pre order at all with optus. I even ask them to check it again (i think i said it more than 5x) and they insisted that i haven’t doing any pre order with them. Even tough a day after that i got text from optus stating that i can pick up the phone. Of course their staff just look at me with weird face because they’re the one that insisted that i haven’t doing any pre order 👏 😑 And another problem again, because they create a new account, now i can’t access my new account, so i have no idea about the money that optus deducted from my bank account. I’ve tried to come again to Melbourne Central, but i even can’t speak to their staff regarding this, because man that work as “receptionist” just told me to wait and go home. Such a wonderful service from Optus in Melbourne Central Store.

I want to change my service provider to Optus from another third party that gives me so much trouble. At first, the interaction was normal with a female staff with long light brown braided hair, she had to make several calls to confirm things. I didn't mind waiting at all, as i understand that people are working and some things may take longer. Then she asked for my previous service provider's account number which i do not store anywhere. I have reformatted my phone as at first i thought, it was my phone that is problematic. I forgot the login to my previous provider app so i was unable to retrieve it. Note that i was also unable to receive sms or calls (it was Telsim if you wonder). So there's no way i can get my account number online or by app. So i had to make a call to the customer service, it took several tries and a lot of waiting to get through to them. During this time, the staff started to make face (i can see the expression despite she had her mask on), and played with her phone. Then i guess she got bored waiting for Telsim's customer service to answer (which is not my fault), and suggested that i get a new number instead. She was scrolling at her tab, and started to suggest me with several numbers that she thought is good enough. I did not agree to any of her suggestions as changing number is the last thing i want to do, i was there to change the service provider only. WTH? Do you think it will be easy for me to update my contact details to different organisations?? Then mid way she just handed over to another colleague. Maybe the handover was done half-heartedly, after her colleague processed my application and told me that i should wait for a few hours for the system to rollover. I didn't know that they were supposed to give me a simcard, which they didn't! They had processed my application but they didn't assigned a simcard to my number. I didn't have a line or data for 24 hours, and i had to return to the store next day! Next day i was served by Micheal which is great and kind. I saw the same long braided hair staff yesterday, no f given for the messy job she has made and the trouble she has caused. If not because of Micheal i would have given the rating 1.

Do not deal with these incompetent snake oil salesman. They sell phones on misinformation and a inaccurate product knowledge. If you can get them to agree to a customer return or refund (as I have) you will endure multiple follow ups, stalling tactics, threats and basic inaction. In my case the store manager is on holiday and none of the other managers could help me, two months after I returned the phone. Nothing had yet been done to reflect my account changes that were agreed upon on July4th. No record of phone being returned and no notes on my customer profile. This prevents me from dealing with other Optus retailers. Their unprofessionalism knows no limits. Should have read the reviews. Look out for manager Moen and sales rep Jaemin.

I am very disappointed with the problem that I have been facing these days. Services are very slow, staff don’t know how to solve the problems. Can you imagine I am not able to use data and messages? It’s already been 4 weeks. They still cannot fix it. When I went to the branch, they couldn’t do anything and I asked them to change my sim card. They changed then I was waiting for Sim to be connected to my phone, but they told me I didn’t have to wait, better to go home and wait 4 hours to be connected after, waiting 4 hours. It also didn’t work. What a poor services, what a poor Optus 👎👎👎

Not because of the customer service, but the low quality internet/wifi network of Optus that caused me to suffer for the last two years. Their 5G network and mobile network are useless, not stable and very bad connection, doesn’t value to price. Never choose Optus again.

I recently visited the Optus mobile store located in Melbourne Central, and unfortunately, my experience was highly disappointing. Firstly, I had to wait for an extended period of time before I was attended to. Despite the store being relatively empty, there was a lack of staff available to assist customers. This resulted in a frustrating and time-consuming wait, which was highly inconvenient. Furthermore, the employees at the Optus mobile store were unkind and unwelcoming. Their attitude towards customers was dismissive and unprofessional, making the overall experience unpleasant. I felt unwelcome and unimportant as a customer, which was highly disappointing. In addition to the poor customer service, the employees also lacked helpfulness. They seemed disinterested in assisting customers with their queries or providing adequate information about the products and services. Their lack of knowledge and willingness to assist left me feeling frustrated and dissatisfied with the service provided. In conclusion, my experience at the Optus mobile store in Melbourne Central was highly disappointing. The long delays, unkind employees, and lack of helpfulness were major drawbacks. As a customer, I expected better service and a more positive experience. I hope that the store takes steps to improve their customer service and provide a more welcoming and helpful environment for their customers in the future. Those were the reasons why I changed to Telstra.

Trying to get customer service from Optus is an absolute nightmare. Try and use the app chat and you’ll get the same nonsense irrelevant response repeatedly with 5 minutes wait in between. Try and speak to someone and you’ll get transferred around and have to repeat yourself 10 times then get told that they don’t have the authority to solve your problem.

Incompetent and appalling customer service at this store. I approached this store and asked about my billing issues around 12:50pm on 27/11/2023. A young guy came to me, talked a bit then left me alone. Then a female Mandarin speaking staff Hannah came to me, I again explained the issue to her and she left me with several useless options with the “I don’t care” attitude. Then I said “Well, if your Optus staff and connection services are like that, then I am considering another provider because all fail to meet my expectations.” (In Mandarin) Then she replied “Just change another one” (In Mandarin) with a cold face without looking at me. I requested to see her manager and the funny thing is there is only one “Marketing Specialist” on duty and he claimed he was the manager on duty and the actual manager would come next week. How could the store have a staff speaking the community language treat the customer from the same background like that? I cannot imagine the service from her if a customer is from Chinese background who is not able to communicate well in English. I suggest training your staff well regarding their customer service skills before putting the community language poster sign outside your store. This experience really left me a bad image on the Optus company. Now I am really considering switching to Telstra, along with the consideration of national outage earlier this month.

The male “assistant manager” who was the front facing staff was so flippant and rude when I asked him how long my prepaid card number will be kept if I don’t top up. His answer was “2-3 months”. And when I pressed further he said “there are only so many 10 digit numbers. If Optus needs a number urgently they will just take your number” If I were Optus and whatever he said was true, that is the stupidest system I’ve ever heard. I decided to google instead. And on their website, it was stated 186 days from expiry date for Optus prepaid long expiry. While I don’t know if there has been any changes or if my prepaid is another kind of plan, there is definitely a SET number of days before which my prepaid number will be taken from me. Which means the staff did not do their due diligence in ensuring they have the right answers. Very low standards.

Very Bad Customer Service! The first question they will ask is how long is your visa or how long will you stay in Australia. Very rude question to ask! First it’s none of your business & second if you will base that to the plan that the customer will get ask in more professional way & explain why do u have to ask those questions. The one who assisted me told me he can’t help me because i’m not eligible to upgrade my plan however when i called optus they told me i am. The staff here are lazy & not knowledgeable about optus plans. Save your time & go somewhere else. I will never recommend this optus branch.

Good for no reason... I don't realize apart from promoting their presence in Australia they don't have a good customer service department either online or offline. After visiting 6-8 Optus branches only the highpoint one has been able to bring an outcome on changing the sim plan. Maybe try understanding the customer requirements before demanding something.. I've asked to change my sim plan to a cheaper one this can be done online as well but they couldn't help me with alteast 5min gap between 2 messages. Once while I entered this store they asked for my ID even though I had international drivers license they thought it's unreliable and asked for my passport I wasn't asked anything to change plan online or at the highpoint store. If I take my passport on my next visit they would definitely ask for my visa copy and this story or the twist in the plot never ends...

The indian manger is racist and dosent listens to the coustomers when we talk to him. He only smile to white people not other nationalities. When i asked him how to pay for my plan from the app He made me wait 30mini then the employee show it to me in one secound. They just want to fill forms to show it to the company that they are working. I will change my number to vodafone.

Don't get the negativity for this store. Asem who assisted me was very helpful. Was listening to some of the other staff with their enquiries and everyone seemed patient and doing what they could to help. Absolutely fine service, much better than Optus on their app or from the call centres

Today, I have visited the Optus Melbourne Central to purchase a sim card for my phone as I am studying abroad. At first, it does really need to wait for a certain amount of time because of the unavailability of workers and lots of customer. I was then required to download the Optus app while waiting. The free Wifi in the shop is slow and it kept showing that my download is pending. After that, one of the promoter, Jameine has entertained me and showed me the package available. He has did a great job by recommending the package that most suited me as an international student and all kinds of promotions. He has shown his patience and professional by answering my quarries. Although at last I did not choose the package he recommended me, he still performed professionally by changing the package for me. Lastly, I have chose the traveller plan which costs 35 AUD. However, during the payment process, I were being told that they only accept card and do not have large change when I pay with 50AUD. Overall, I had a quite unpleasant experience at Optus Melbourne Central but I still give 4 stars due to the professional promoter💫. I do not recommend this shop. Thank you.

Spoke to Eren on pre-ordering the Iphone 15 pro max through upgrade and protect. Very happy with the service, patience and did not try to sell unrealistic accessories or add ons that i might not use. Had to wait awhile for the phone due to Apple’s stock shortages for the device. But, pick up experience was fast, and efficient. Props to Eren and Mon again. Would definitely come back. Cheers :)

Extremely bad customer service, put forward to customers on top of me, when I approached to Asian lady was on front desk she said they do have something to do and I replied I am in queue too and she said I am doing yours one even though before I approached her she was not dealing with anyone. Once she started there was no sorry and so rude.

Will give it 0 stars if I could. Reason: Consistently ineffective and frustrating customer service (communications within Optus staff appear to be extremely disjointed. As result, one staff may ask you to do one thing but another staff says something completely different, so customer ends up going around in circles unable to solve their (most often times, very simple) problems). Staff are condescending, ill-informed, take a long time to get things done and are unable to provide any sort of help. Also end up paying much more than I have to for my NBN service, with Optus staff giving new reasons (which contrasts to initial agreement) for charging me more money. Spoken with a staff over the phone who said they will leave notes on my customer profile regarding a modem refund but this store staff said there were no notes on my profile. Some kind of gaslighting. What can the customer do?? I've been so frustrated with Optus customer service and with its many data breaches and broken networks, I can't wait to change network provider. Proceed with caution.

Absolutely useless. Bought a SIM card, wouldn't activate. Tried to order an eSIM, their systems were down and couldn't activate it. Tech support asked me to call another branch on the phone despite needing a SIM card to do so... Meanwhile, Vodafone got me online in 2 minutes.

Amazing customer service experience! I went there after I had lost my phone and the staff there, Cania and Nathan, both helped me to find out the most suitable plan for me. I had a most pleasant interaction and service as well as a thorough answer to every question I had! If need be I would happily visit the same store. Keep up the good work!!!

They are always helpful at this Optus store. Just be sure you allow plenty of time, as they get very busy. You could end up waiting 45 minutes.

Worst experience.The executive at the front desk was attending to another customer and I believe he saw me sitting there.He walked away after that and came back only when another customer came in to the store.When he approached that customer,the security said that I was there first and even the other customer asked me to go ahead How the response of the executive was "it's ok" and continued talking to him. He came to me only when I walked out of the store."It's not ok" to insult the customers.

I needed to fix my e-sim issues on my new iPhone and one of the staff members, Amy, spent a good amount of time thoroughly going through and rebooting the problems. I appreciated the overall positive customer service from her and the team.

Finally my sim issue sorted out quickly once I visited here . Which was not solved by online support.

Competent staff; easily addressed an issue I’d been having with my esim that the call centre and another Optus store couldn’t address. Should have come here from the beginning!

Spend around 1 and half hour in the store discussing to get a phone for monthly instalments but after whole hours spent their they refused to give the phone and other accessories. This is because they don't have proper information and they frustrate their customers. Really disappointing regards the service of melbourne central optus outlet.

Optus - responsible for one of the largest data breaches in Australian history. This company cannot be trusted with your personal data. Do not give them your business.

Pleasantly surprised, staff were efficient, wait time was minimal and they solved my issue. But still only 4 stars, the recent data breech is unacceptable.

Called optus . Can't understand because I can hear other workers talking on my line as well in the background. Outsourcing your call centers to probably in India. Every person that answers the phone their fluency is pathetic. I was on hold from optus for over 30mins as well. I hope every optus customer closes their accounts with you Singtel as my family and I have already. 20 years with optus gone. Pathetic conglomerate.

David served me - he was a pro - smart, understood exactly what I needed and got me answers with super efficiency. Explained all the complicated issues around getting a new phone and a plan and gave me clear, straight talking comparisons of the phones and plans. Really good service.

Guys from The shoping center I went last sunday told me that I only had 10% chance of buying the New iPhone. But I took my 10% chance of acquiring the new iP13 PMax here at Optus Melbourne Central and thanks to Wilson and Belle for assisting and cheering with me. Thank you Guys!! Hope you be blessed forever.

I had tried to resolve my issue via txt then via phone call neither of which was helpful or even close to resolving my concerns. I went into the Melbourne Central store and within minutes I was introduced to David and within minutes I was walking out the door problem solved 😅

The very best service in retail communications. The staff will help you get the best possible deal, each visit. I have visited twice. I purchased a 1 year prepaid mobile sim card (worthwhile) and a wireless broadband internet package for home. I walked away happy-go-lucky, each time. Thank you. 🙏