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New Contributor Kpope18
New Contributor

How do I make a complaint about my phone order?

What is the number to make a complaint.  I ordered a Samsung s10 2 weeks ago on a plan and I was sent to the wrong town after I called to tell them they had the delivery address wrong and assured me it was fixed. I was assured by optus that It was at the post office in that town which I then drove 1.5hours to go pick it up to be told that optus requested it to be returned and they no longer had it.   I then had to wait for the phone to return to the warehouse. Then the phone was sent to the wrong state completely and was then told I will not have to wait for the phone to return again and they will send another emediatly.  Of course that did not happen.  A week past and still nothing,  I contacted multiple times through phone and live chat being told every time it will be 24-48 hours.  Then last night I was on live chat to a Superviser which I asked just a question, how long will it take to get my phone if I cancel and sign up again.  He avoided the question a few times (assuming because of terrible English)  the all of a sudden he canceled my order without my permission and now I have to wait even longer for the phone as I had to create another order.  Also was told I can not get the same plan as before.  I am not happy at all with this service and every single person I spoke to was completely incompitant. 

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Online Community Manager
Online Community Manager

Re: Complaint

Hi Kpope18,

Disappointing to hear about your experience, especially when all you did was simply order a phone.

There is no specific complaints number, customers can request to lodge a complaint when they call, i.e. speak to the Manager. Some ways to contact Optus can be found here.

If you have a social media account, please send a PM to Optus on Facebook or a DM on Twitter with the details and I'm sure the team will do their best to help. You'll also create a message history so won't have to repeat yourself for future contact made. Let us know how you go.

I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

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