Optus Cairns

BEWARE OF FRAUDUpon purchasing my phone plan, I was offered a complimentary phone case and screen protector by an employee by the name of Lucky.When I came back the next couple of days to collect my order, I'd discovered an anti-virus software card that was unexpectedly included. I wasn't sure what it was as I certainly did not consciously buy it, and thought it was a promotional product.After a few months, I found that I have been charged 300 dollars for some unspecified accessories that have not been itemised.Having called customer service center to no helpful avail, I headed in-store to talk to the store manager (Julian) who promised that I'd be expecting a call back the next day to rectify the problem.It has now been longer than a month and I have yet to receive a call. Seems to me as though they have no intention to make amends, and that helping loyal customers out are clearly not their priority.

Served by Tamara at this store today. She went above and beyond to help us with our issue, was very patient, understanding and nothing was a problem. We are not used to such great service from Optus but can recommend asking for Tamara!

Staff not helpful. I went into store today asking for help to activate a pre-paid sim. Staff members were not busy, but turned me away anyway saying I had to do it online and from home. I am now 3 hours into trying to activate my number and having problems due to keeping an existing number from another provider. This was why I went into store in the first place! Terrible customer service!

Poor service - staff were not knowledgeable about the product I was enquiring about (internet) and obviously had very little training. They weren't able to tell me about plans without having to go to the computer and research for themselves, and additionally, they were busy sitting at the desk talking to one another. I was the only customer in store. I thought that Optus would've been a little more professional than this. I left feeling surprised at how Casual" this store felt and for that

A modern smart shopfront. The staff were polite and helpful, which made our visit satisfying.

There's a young guy that works there (glasses, tats, a lisp) who is absolutely rude. Has no customer service skills whatsoever, interrupts when you're talking and is very passive aggressive. He didn't even allow us to explain, he just kept asking the same question over and over again untill we gave him the answer he wanted. Didn't answer any of our questions. Utterly disgusting narracisstic behaviour.

Cocky smart rude staff with no real values, time or customer service to discuss options from the old phone to the new phone. They just want to sell sell the upgrade without explaining in full. They dont have the time as they want to go home early and close the shop early? I had to ask do you have screen covers and holders? When they knew very well my old phone had a smashed screen?? They talk over you not just once but many times when you are trying to explain the situation ...so rude and so cocky.

I liked the store and its presentation but each time I went no one would pay attention that someone is waiting by luck once when I went there there was someone who was under training and came to me and said If I needed any help and He only knew little but helped me great as I didnt need so much attention but only to get the new number and make it up and running, He did not oversell and was polite. Because of him I gave 3 stars but not 4 and 5 as the experience staff need to pay more attention and be open and approachable.

dont waste time ir money here. ive now had to come in 4 times because the sim card only wirks for about a day before you need to come back and get a new one

Got a phone on a contract here in may 2022 - I was told by a young female staff member that I was allowed $500 accessories for free as part of the phone plan. It seemed to good to be true so I made sure it was free and she told me it was a promotion. She basically chose everything for me- a case, screen protector- charger - everything !!!! Things I would never bought. I have now been charged $480 for these accessories! I am furious! Stealers ! I have read other reviews on the same store that say the exact same thing! Shame on you optus cairns central!