Optus Smithfield

Quitely surprising, informed service assistant of my needs regarding a phone for my Father, and no up sell provided, which was refreshing. I was listened to attentively, served politely and by a sales assistant that was very proficient at what he was doing. Store is well lit, stock tidy and all functional, overall, very pleased. Will be back. My experience was top notch

First visit to the store - was advised that there was a 45min wait so i leftSecond visit to the store - 30 min wait, which didn't leave enough time to up-trade my phoneThird time lucky, I was served by the most incapable staff member - took 1.5hours to up-trade my phone because she did not listen to what i had to say. I told her multiple times that i was still under contract, 12 month in and she could not figure out why she could not roll me over to a new contract. BECAUSE I STILL HAD 12 MONTH LEFT as mentioned multiple times. So after she had to redo the whole set up after being on the phone with her Manager and me pointing to my contract end date on the screen for about the 10th time she managed to give me a new phone and take my old one. NOW I AM STILL GETTING CHARGED FOR MY OLD PHONE THAT I HAVE HANDED IN 2 MONTHS AGO!! On top of that she told me she was able to give me a discount of 25% as part of a special they were running, just to call me a week later that she was wrong and no discount would apply.Horrendous experience and wish i would have re-contracted with a different provider.

Wont be coming back. Terrible customer service. If you need to have a lunch break take one! Plus stock is limited. Wont be com8ng back after being with optus for 12 years and using this outlet.

Went here once, waited a whole hour while they served another customer, did not even ask me if I needed help. I ended up walking out...

Worst service in cairns no one wants to help you.I have been calling them for 3 days still no answer. I would never recommend using them ever unless you like being stuffed around

My husband and I went into Optus on Sunday to buy 2 x iPhones with phone plans. It was about 1.45pm and we we’re told by some young guy serving us that it was too late to draw up a contract, because they closed at 2 pm. Thank god for Harvey Norman.

HORRENDOUS customer service (ironic since i overheard them being trained on my FIRST visit back with a broken modem). Bought wireless broadband from here. Didnt work, went back in and got a replacement sim, still didnt work. Went back in after contacting customer service online multiple multiple times. Couldnt just give me a new modem under warranty (IT WAS ALMOST BRAND NEW), instead they had to send my modem off for 2 weeks. SO I HAD NO INTERNET FOR 2 WEEKS because I was sold a broken modem. Hardly seems fair. Wish i could give 0/10. Shocking attitude to deal with the second time back as well.

Bought a new SIM that won't activate. Now told to pop in to the store - it's 60 km's away. OK then call the service centre. Now been holding on for 20 minutes. Very frustrating. Called the store - sorry they can't help. They will gladly sell you a faulty product but if it does not work, well call someone else who cares!!Update - now got through to a message. The department you called is having technical difficulties

Slow and doesn't ask the questions properly the first time before putting through multiple credit cheques without my proper information

We had the worse service experienced in my entire life. So we went to Cairns Central Branch to do an upgrade but they did not have any stock of the phones. Lucky from the Cairns Branch phoned the Smithfield Nranch and they confirmed they have stock. Lucky told them that we were on our way. We arrived at the branch at 16h20. There were two ladies serving a woman and we were told that they would be with us shortly. After 10 minutes the one lady asked my wife how she may help and when we said that we were there to upgrade our contracts and that we were sent from the Cairns branch she said that we have to come back the next day as they were closing at 17h00 and there is not enough time to do the upgrades before they go home. No matter how we explained the situation thay just refused to help us. On the way home my wife called the store just to recieve rude comments from one of the ladies. This type of service and attitude is unacceptable. So young ladies here is what is going to happen. I am gping to lay an official complain. Then on the 28th of August when my contract expires I will be there bright and breezie innthe morning when your manager is there and ask to cancell my contract. I will then let you explain why I am doing this.Now the best thing about your shop really is the fact that Telstra is right next door. I will then invite your manager if SHE as we were told is in any for interested to join me as I go to Telstra and open a contract with them. I am extremely glad you do not work for me. The onse star is only because you have to pick one.