OPSM New Plymouth - City Shopping Centre 11 Gill Street

Very helpful and thorough. Optometrist explained everything very clearly, in plain English. No medicalese or jargon ?? The floor staff were knowledgeable about the frames, and the particular assistant that helped me has a good eye to assist with picking the frames that looked the best on my face.

Fantastic friendly professional service from OPSM optometrist and staff, especially Shaye. Best optician I have been to here or overseas.

I went into the store to get my glasses fixed and cleaned. Such lovely service and very friendly staff and manager Janelle. Really impressed by how much they did for me especially at this busy time of year!

I received outstanding service when I went into OPSM New Plymouth. I was on holiday and my glasses broke. I went in to see if there was anything they could do, even though I had never shopped there before. The lady that served me was very friendly and understanding and managed to fix my glasses on the spot. I was blown away with how helpful she was. Next time I'm in New Plymouth I will be booking in for an eye exam.

Took my Grand daughter for a scheduled eye check as per their email but they had not booked the appointment in at their end. Such an inconvenience with arranging time off work and getting her out of school. They booked another appointment for the following day, then canceled it......whats that all about !@!

My exam felt rushed . Also Having to use the mask for covid my eyes kept watering and tearing up. I explained this and asked for a tissue but again rushed through exam. After 3 weeks i ended up using my old glasses as they are clearer. I rang to say not happy and couldn't even read my recipe book was told to move closer to recipe. Right eye blurry in glasses left eye clear. Not happy with service at all. Waste of $380

Went there with my wife who got eye test. The exam was carried out with mask due covid reasons, how can you test somebody eyes while her view is being affected by breathing with a mask? Don't you think about this???? Outcome: bad graduation on one eye. What did you say? To book another test to check... You should hear your customer, she's telling you how she's feeling. You look like don't trust us. Just change one eye graduation and that's it. More time to be wasted... The Asian lady is the only helpful staff.

Very Disappointing & Poor Customer Service experience with Ms Shan Koh. Never picked the phone when I was trying get an appointment booked for hrs and days together. I requested to get a call back from the Manager Janelle, which never happened despite waiting for 2 weeks as the message was not passed on. The appointment was getting postponed due to lack of Optometrists which I can understand however 4 months wait was highlighted to me as the wait time for an Optician appt, which is very disappointing and farcical. Disconnecting calls during the discussions via phone call after being patronising & making rude remarks in a condescending during the phone calls repeatedly when requesting to pass the phone to the Manager of the shop, thereby not passing the phone to the Manager. Also after much discussions and considerable requests still not passing the messages to the Duty Manager of the shop requesting a return phone call to gather a resolution to order more contact lenses. Moreover, not being helpful to book the Optician appointment in time (due to lack of staff) to enable contact lenses renewal and also making it very hard order contact lenses etc. This sort of behaviour should not be accepted and condoned in any place in NZ or any where on this planet, and should be called out via a formal complaint to the Head Office to ensure that this is dealt with immediately to ensure good training for proficient customers service and engagement to attract and retain valued new and existing customers. My family and I have been Ultracare 400 Southern Cross Members since 2013 and have been customers with Opsm NP since 2014 and have had fantastic experience with previous staff name a few Chris, Janelle, Katie, Sean, and many others but recently the engagement with customers and the customer service has deteriorated tremendously which is very disappointing, especially in the current climate where shops are closing down due to looming recession and better options and customer service with other Opticians etc. Regrettably and with much inconvenience, I have had to engage with Opsm in another location with fantastic and proactive customer service and have decided to take my family's and my custom to other Opticians in NP and to an Opsm in another location. I hope the customer service gets better as how it was previously with appropriate training, support and engagement from Opsm Head Office. God Bless Us All.