lack of communication, sneaky and unprofessional. I came to this store due to my phone being stolen, I was promised I’d be looked after however the lady whom helped me left a disastrous trail that I’ve been dealing with for 2 weeks. I have 6 active services with them and was told she’d make me a deal and save money. Sweet, who doesn’t wanna save money? Well no, she restarted 1 of my services that’s already been active for over a year, opened a new account and wouldn’t add insurance, apparently all new plans don’t have insurance ( her words ). She then chose a plan for me based off usage, said she needed my card details for my home net account but instead she used my card details to lock me into an auto payment plan, where she moved another one of my services too. She NEVER mentioned. She then mentions since I’m a loyal customer, they’ve gifted me a $480 phone accessory pack. Well no, turns out im actually paying for that. Im sure if the cameras were checked, you’d see she never showed me anything regarding plans, she spent majority of her time out the back probably turning to work out how to take advantage of me. Which she did, as I didn’t know about the second account and had all my services restricted cause of this ridiculous auto payment plan that she changed me too. Being a long term customer with no issues, then not even 2 weeks of being in store this happens! I’ve spent the last 2 days dealing with online Optus to be told “nope, nothing we can do, you’re locked into this contract”. After spending 5hrs talking online to Deon and having to mention going further with the Ombudsmanon that they’re now magically able to change me outta this ridiculous mess the lady at the store has caused. I will never go back to this store and especially get service of this lady. She could seriously ruin someone’s credit and put them into financial hardship by trying to lock people into these plans without explaining what they are and lying about why she needs certain details. She’s sneaky, needs proper training and a chat from management. I will be going further with a complaint against her.

Staff member told me that Apple airports where free and put into my bag when I went in to get a new phone plan. Found out months later upon checking my bill the staff members fraudulently put the apple airpods on my plan. Currently paying for something I did not even ask for instore

I was given assurances at the Optus City store about a discount on the mobile plan, but it turned out to be untrue. I appreciate Johnathan and Anna for their assistance in helping me reach out to the headquarters and file a complaint. Thankfully, the issue has been resolved. However, I hope the complaint centre has processed it correctly, as I have yet to see the changes reflected in my upcoming billing statement.

Rude staff. I wanted to switch to user and staff was not willing to help. It was really surprising.

Purchased the new Samsung Galaxy Watch5 Pro approximately a weekbago. Unfortunately there is a problem with the Samsung smartwatches connecting to the e-sim for independent calling and data. They have told me that it's been happening with the Samsung watches quite a bit and that their "senior" tech people are trying to fix the problem. Hopefully it gets fixed soon. I just think it is a bit dishonest of Optus to not inform their customers of this particular problem with Samsung smartwatches before selling the watches to them.

Tarek helped me and my wife choose a new phone. He had 10/10 customer care and service. Thanks Tarek, you're a gun and hope you achieve lots in the future with your expertise

This store has very poor customer service. Me and my girlfriend were asked to sit down and wait to be served and other customers that came in after us were served first. I was just about to ask why we were being ignored but my girlfriend grabbed me and said that we are leaving and still NO reaction from the staff. My partner was ready to update her phone and it was pre arranged on the phone so that store missed out on a potential sale that day. I would be really pissed if I was the manager of that store with such ignorant staff. Terrible customer service at this store.

I have been with Optus for more than 7 years. Last Night I went around 8 pm to get samsung ultra they made me wait for an hour and at 930 they said we are not able to conduct your credit check. They called me in the morning I went there they made me wait for a long time did my check which was fine but later said they Dont have the Galaxy 6 watch which comes along as a bundle. Extremely pathetic and Frustrating experience optus have hired the team of idiots in this branch. Whats the point calling me back when they dont have the stuff.

Recently purchased 2 phones and a home internet connection the sales staff gave me the wrong watch with the promo deal also promised us a number of discounts which were not allowed to the contracts, very poor customer service it saddens me that we were basically lied to just so we signed onto the contracts

Reuben was great, solved my 1 month problem in 5 minute.

Great store, amazing staff, super knowledgeable, friendly and helpful. Just a shame the optus network/data-connectivity is so slow

Friendly staff and helpful store! They helped me even before 10 minutes closing time.

Good service thank you

Went in last minute to upgrade to a new phone and contract Was very happy with the service and expertise Shout out to lachlan went above and beyond to make the experience a pleasant one Cheers mate

Very bad customerservice and bad service from optus

always helpful staff happy with the service.

Walked in today to get a new phone , 1 staff member was lying down on the couch .

Great experience here. Staff were great, and got me onto a discount I wasn't aware of that helped a lot.

Best best service, Jason is an expert, Lachlan is a great guy tries his best to help. Much appreciated 💖💖

Lovely young man fitted my new SIM card and all over in a few minutes. Just returned to Optus from Telstra, do not ask about Telstra.

Too mechanical, they made processes more difficult than other telephone service providers. The staff asks silly questions with no logic. While we go online we can process easily, came to this store, they request you not only licence but also medicare and visa. OMG !!!!....

Amazing people, great customer service

Impossible to get in contact with via phone/email. Staff do not follow through with what they say they will. Staff do not follow up issues/queries. Staff claim they have done something (e.g changed ownership of a contract) when they haven't. Lovely service in store when signing up to a contract but then no follow through. Staff are more than happy to up-sell products/accessories but response/customer service disappears quickly.

Walked in today at 4:50 to purchase anApple Watch and I was told by the manager they can’t serve me due to the process taking 20 mins and they need to go home at 5pm. Hopeless, pathetic customer service! Optus you should be ashamed of how you treat your long term customers especially who has been so loyal to you with 12 active services.

Poor service, were not able to port my phone connection in right manner, i ended up buying a new sim on my cost for weeks until they could fix their mistake.

Very happy with my visit. Everything spoke about with the assistant was covered, a new plan was implemented, and I'm happy with the result.

I cannot fault the service here.

Great place always helpful staff

Great customer service. My wife was very happy with what the team at Optus offered her for her new iPhone plan. I’ll be returning when my plan needs renewing. Keep up the great work!

Nate was absolutely fantastic, provided us with all the information needed for our purchase!

The customer service was outstanding and the staff went above and beyond. I can't thank the team enough particularly the assistant manager..

Met Noah today at Optus, he helped me even though his shift had ended. Very generous and knowledgeable. Resolved my problem was and understood all my concerns and answered all my questions! Ask for Noah and tell him Richie sent you here 🙏🏼