Reviewer Photos & Videos
I absolutely love my Quay sunglasses! However I recently purchased a pair that sat uneven/crooked on my face. When contacting the company they were helpful and fast at responding. I had to send pics in. After them viewing and confirming they were crooked/uneven I was told in order to receive a new pair I had to snap the arms off and show them that they were unwearable?? I was quite shocked by this as I thought wth why do I have to break them when I could donate them/give to less fortunate, or wear them around the house. I was also formed thi...s was their policy. I’m now completely off them as I feel it’s ridiculous to break a pair of sunglasses that can be donated or given to the less fortunate or worn around a work place/house for old use. With the amount of pollution and waste I really was disappointed to hear this. I think this policy needs to be reavaluated. So now I’m holding off snapping my glasses because it’s just doesn’t feel right and also I’ll have to wait weeks before my new ones are sent.
I ordered mine 2 weeks ago and just when i thought they hadnt sent my order it arrived the next day!
could use some help with customer service responses but as for the product goes i wear mine when using my phone and computer and love them. fit well and good look :)
Very helpful workers and great products
I had to return my glasses as they didn’t suit me and they allowed me to return them and it turns out the glasses were stolen on the way to them which they discovered through the postage receipt weight, they gave me a store credit straight away and were very kind, all my quay sunglasses are great!!
horrible response time and always out of stock
I ordered glasses back in june and it took them 2 weeks to tell me that they messed up on the website and did not have as many glasses as they said which I understand mistakes happen but it shouldn't have taken 2 weeks to be alerted on this. they offered me a redund or glasses of equal value so I asked them for a different pair but they said that this was now out of stock too. This cycle continued for almost 2 months of them saying that they were out of stock despite the glasses being available on the website. I eventually said I will just have a refund so I guess we will see if I actually get one
- Verified customer
Zero stars. The customer service is a joke. They take your money . No product received. No answer to emails.
Customer service is awful. Don’t waste your time or money. They will not respond to emails. No product ever arrived. They take your money but do not send products. FRAUD
Tacky products, unethical service.
I ordered the "Hardwire" blue light glasses in pink. Delivery was fine. Other than that? Just appalling and I will never purchase from this company again. My glasses were faulty in that they we so incredibly crooked, that if you placed them on a hard surface with the arms opened and straight, they would wobble and had at least 5 cm from the arm to the surface, indicating just how crooked they were.
Faults happen, that's a given. But the 'customer service'? An absolute joke. I spent weeks attempting to contact them, and even turned to their soci...
Returned item 4 Feb. Now July and they haven’t processed refund.
After ignoring several emails over 3 months about refund they had approved prior to returning I requested an exchange. They have ignored that request as well. They acknowledged receiving the returned item yet don’t take action upon receiving. guess this is why they don’t have a contact number because it’s easier to ignore emails then phone calls
Horrible customer service
I purchased one of their more expensive sunnies and received them damaged, after waiting over a month for delivery. I’ve tried multiple times to get some type of response on how I should go about exchanging them for another pair and I keep receiving the same old automated email. At this point it looks has though I’m just going to have to take it as a loss. Very disappointed.
- Verified customer
I haven’t received my order
I placed an order (#QA-377978) on the 22nd of May and it was shipped on the 26th of May. The tracking number hasn’t been updated since the 27th of May so I emailed customer service and I still haven’t got a reply from them nor have I received my order. I understand there’s delays but I’ve read reviews and other people aren’t receiving their orders either. No reply from customer service and no refund. Very unhappy.
The worst customer service :(
I ordered a pair of Hardwire blue light glasses recently and loved them! However, the arm of the glasses broke after only one wear. I contacted the "Customer Care" team who finally responded after a week to say they'd replace the glasses & to send them my address. Happy days! ... However, it's now been a month and no replacement glasses have been sent. I've sent several emails to follow up and absolutely no response at all. I've tried various other ways to contact them, with no response. I just can't believe they have such appalling customer se...rvice. I've always been a big fan of this brand and feel so let down :( Seeing the reviews below, looks like I'm not alone in experiencing how awful Quay have been recently. In order to rectify this, I would love if Quay could reach out and respond to my emails and find a solution to all this :(
- Verified customer
Appalling customer service. Do not buy!!
Purchased a pair of blue-ray glasses as a mother's day present - the lenses were badly scratched - I have been contacting them for A MONTH with no response. Sent 7 emails, tried to contact them through Facebook (only to get an automated response telling me to email), and even called their US and UK stores. Nothing. Their website claims to respond in 7 business days. Their US website claims to respond in 24-48 hours.
They have a 30-day refund policy. I wonder if they're deliberately stalling.
See here for screenshots of some of my attempts at contacting them: https://imgur.com/gallery/bDpF6An
Ordered 10+ days ago, no tracking details?
I am a customer located in Brisbane, Australia. I order via the Quay website on the 21st of May (order number: #QA-377244) & still not have received ANY shipping, tracking or details of my order. Its is now the 3rd of June, still no details. My After Pay account is still deducting funds for a product I am concerned I won’t receive. I emailed your customercare email in the 25th of May & received a response from Jasmine who advised to contact within the next 3 business days if I still have not received details of my order. I have since emailed Ja...smine back, sent an additional two emails to customer care & still, no response. I do understand delays currently due to COVID-19 & ensured to read the changes to shipping, etc. via the Quay website before ordering. I am extremely concerned & dissatisfied with the process & the fact I am having to chase up my order under my current COVID-19 restrictions & impacts on myself. I understand delays in customer support & the increased volumes of requested customer assistance but all I am asking for is a confirmed tracking number or shipping details to understand my order is on its way. I feel as though I have been scammed as I have ordered your products via Third Party resellers & never experienced service or product issues such as this. It would be awesome if someone could reach out to me.
Terrible customer service
I have sent 3 emails, and 1 message on Facebook asking to process a return, with no reply on any platform and an automatic reply on messenger telling me to email the email address I had already emailed 3 times.
I have sent my order number, and full name as the returns process advises to do.
Absolutely disgusting service and false advertising.
Missing order and delivered a wrong product
On 6th of May I visited their website and ordered 2 pairs of blue lens glasses. It was delivered this morning and there are several problems in regards to my purchase.
Firstly product code 20493 - instead of hardware tort/clrblt blue lens glasses, I’ve gotten the mlkytortred/clrblt glasses which i was not a fan of the colour. It is obviously not the style of glasses I have chosen and it was still delivered to me.
The final point I want to make point is that the other glasses I have ordered did not arrived. It was the Stranger - CLR/clrblt product code 34361.
No customer Service, False Advertising of Returns
My Order Number is QA 352388
Ordered a pair of blue filter glasses. Size and Colour quite different to on screen (understand that can happen). Wanted to process a refund.
They do not have a phone number.
They do not have online chat.
They don't include a returns address.
If you google "quay australia returns" you will find a link to a different website where you can process your return, except it doesn't recognise any QA order numbers... so that again didn't work
Facebook and instagram - just get a generic "please email us at..." message. ...
Damaged sunglasses and no return emails
Received my brand new sunglasses, only to find a piece of the paint from the frame stuck in the middle on the lens. Not on the outside, but physically in the lens, and that you can see when you look through and wear the glasses. Been emailing them daily as advised by their website, and still no response. Extremely disappointed after being recommended this company to purchase sunglasses from, only to be let down. Then to see so many others in the same position. Should have done more research before committing to the payment and order. Will not be purchasing another QUAY pair of sunglasses ever again.
Poor quality, poor customer service
Purchased a pair of sunglasses and the frame is starting rust within 5 months of purchase, unfortunately the warranty is only 3 months!! Apparently you can't wear their sunglasses if it is hot and humid outside, basically it was my fault they rusted. I love the style, shame the quality can't withstand wearing them outside in the heat!! Poor customer service, basically wiped their hands of my email!! Save your money!!
Questions & Answers
Do you actually have a customer service team?
I've been waiting over a month for an answer regarding my order - Order #QA-367457
Goods were damaged upon arrival.
I received a response on twitter, requesting my order number and then radio silence....again.
One of my screws fell out of my Jaclyn hulk sunglasses and I can’t find any screws that small. Even an eyeglass store said they couldn’t fix them. How do I get this fixed?
Thats exactly what happened to mines and they want a receipt showing proof like come on man its Quay alright just fix the problem instead of asking too many questions. Bought my jaded within a month everything just started falling apart. Like seriously didn't spend 89.99NZD to only break within weeks
In response, our products are not manufactured within Australia or New Zealand and the materials used are not sent to us spare. If a screw has fallen out we would replace the style provided supporting images are emailed through and considering how long ago you made your purchased. Our warranty period is for 3 months after receipt date however, for minor issues we are lenient on the time frame and usually issue replacements if notified by email and images sent through. I am sorry to hear about your issue so could you please provide me with your order number so I can take a further look for you?
In response, a receipt or proof of purchase is requested to confirm where you bought the item? Although the glasses are Quay, they could have been purchased at a retail outlet and not from us and in this instance, the product has to be returned to the store to be resolved under their refund policy. The store then gets reimbursed by us as the store is our customer. If you purchased directly through us, then we assist you. Questions are asked to determine the best action to offer in resolving an issue. If we did not ask for proof of purchase or ask questions then how are we to determine the best course of action for a customer that is relevant to their individual situation?
The arm on my glasses broke. I need a replacement arm ow do I get it
/ Or will the company just replace them for me? Jesslyn Gegg
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