Optus Nerang

Not willing to help

Went to Optus Nerang to see if my phone could be used for a trade up. The back was cracked and was informed if that was fixed it would be okay. So I went and paid $90 to get it fixed so I could trade up as I was keen to stay with Optus.On returning I was told I couldn't do the trade up due to a minor scuffing on the top of the phone, despite it being in good condition otherwise.The clerk then immediately tried to upsell me to another Optus plan (without any prompting) almost twice as much as my current one without so much as asking me what I was looking for.Dismissive and disrespectful service. I will be leaving Optus after this and experiencing the ongoing poor customer service from Optus online.

Saw Cory at the Optus store at Nerang and got to say I recommend them 100% customer satisfied as I was trying to sort out some new phones for my business and he did this all without any problems. Knew what he was doing and really knows his stuff. Polite to us and everyone that came in the store. Good old customer service. I would not bother going back to any other Optus store. We actually have a business account manager to supposed to do our phones and accounts but no where as good as these guys. Thank heaps for making out service simple.

I have been a long term Optus, and have had a couple of poor experiences recently, but Shelley & her Team in Nerang have been exceptional. Paris in particular, went above and beyond to sort out my business needs. First class effort & I’ll continue to use your store. Thanks heaps Team!

After dealing with Optus over the last month with problems associated with my purchase of 2 new phones, I visited Optus Nerang & spoke to Corey. Within 20 minutes my problems were solved, a new phone plan in place & walked out more than satisfied.Great knowledge, very professional, highly recommendedDarrell

We wanted to to include 4G wireless internet to our current plans. Paris & Shelley were amazing. Listened to what we wanted to achieve. Gave us 2 options ended up less expensive than our current services!. Thank team. We'll be back!

Shelley and another guy were helping one customer. You think one of them could come over and greet us or at least acknowledge us and say they’d be with us soon. Shelley got our new sim quick enough but don’t think about asking her questions. She’ll answer with an attitude. I bet if we were buying a phone from her, it would be a different story. Learn some customer service skills

My 79 year old mother woke yesterday morning & her iPhone 13 screen was blank. She could make no calls. Distressed, she walked into your Optus store, where she purchased the phone last year & was told by a middle aged sales person, that she couldn’t help her, Optus sells phones, they don’t fix them. This sales assistant was quite dismissive and not at all empathetic to an older lady who was quite confused. Please take this as constructive criticism, sometimes when you dismiss clients, who you were quite happy to entice into spending over $1000 to purchase a phone, follow up service and gentle guidance is just good manners, particularly with our elderly population. In this instance you failed and insulted the elderly. Apple at Robina went above and beyond & replaced my mother’s phone for free. When you are in the business of customer service and your Moto is “Yes”……..you have a reputation to uphold and you failed in this instance.

After a lot of hassle online over several months, we met Wai in person who was friendly and efficient and smoothed out the problems. This review is for HIS service rather than the miserable internet connection!

The attention that the staff gave to me was fantastic. I tried the help line, then in desperation I went to the Nerang store, where my problems were resolved. I was appreciative of the attention I was given.