If I could give them one star I would. Terrible customer service post purchase. I made a simple request after my address populated wrong & had to email back & forth asking they update. Finally they agreed to & then responded with "apologies, we were too late" I've never had so much trouble with a simple request. Bought 5 pairs, will be returning them all
So i in New Zealand they state that it is Free Shipping over $75.00 or $10.00 for Normal Shipping but when i go through Checkout i am over the $75.00 so Free Shipping Right no the only Choice that i have is a DHL $28.00 Shipping Free that in… Read more
Australian Dollars so with the Exchange Rate i looking at about $34.00 Just in Shipping. i have emailed them about it and i didn't go through with sale 2 weeks ago because all they could give me is a refund on Shipping once order been send so there they could still forget about it and not give it to me. there was buy one get one Free the huge Shipping still came up i emailed them and getting sorted but when. order is still in my cart for a day still no process.
Follow-up · They have not fixed the problem they have sale on and when u go to checkout the only option is 28.00 shipping fee where is the 10.00 option that they state on their website to ship to NZ
ordered multiple pairs during a sale and was only informed after delivery issue that one pair (call the shots $49 RRP $90) was actually out of stock. I was offered a replacement “to the value paid,” but when I selected a pair priced at the same sale… Read more
value ($49), it was refused based on RRP being higher ($98).
Despite providing receipts and screenshots, a simple resolution such as free shipping/ current purchase price replacement pair ($49 for $49 replacement based on their website) was refused. Instead, a refund I did not request was issued and framed as a “courtesy,” leaving me worse off due to their stock issue.
Due to the poor customer service and violation of refund laws, I’ve now escalated the matter to Consumer and Business Services SA. What should have been a straightforward fix turned into hours of unnecessary back and forth. I won’t be ordering again.
Follow-up · 2/3 arrived. I only got a refund after I raised my complaint and never got my replacement pair. CBS stated their choice to refund me protects them from investigations.
Reviews with attachments
- +2
Cheap quality Product but charge too much – Paid $89 for glasses and within few months film started to came off looks cheap can’t even wear them they aren’t damaged but look ugly don’t waste money
Very disappointing experience both in product quality and after sales service – Very disappointing experience both in product quality and after sales service. I have purchased Quay sunglasses for many years now, however after the lenses of my last 2 pairs delaminated rendering them unwearable I contacted customer service by email with detailed images and asked them to repair or replace but was simply told they are out of… Read more
warranty and nothing they can do. The second pair was only just out of warranty, but customer service would not even offer a good will gesture, nothing to help compensate for the loss. Will never touch these again, which is a shame as I liked the designs.
NEVER BUY DIRECT FROM QUAY – I have purchased Quay sunglasses for several years. First time: in-store, second - from Quay, third from Quay and Amazon and this time, from Quay. In-store: no problems. You see exactly what you are purchasing. Quay (first direct purchase) - they sent me what I ordered but sunglasses has finger prints all over them (floor models, I am guessing)… Read more
and one pair was "foggy" (something was in the tint that made one of the lenses foggy in a way that couldn't be polished or wiped away --> production flaw, I believe)
Quay (second direct purchase) - was exactly what I wanted. Now, mind you, this was MAY 2023 (*** the date is important because of what happened next)
Amazon - no issues (and if there ever are issues, Amazon doesn't jack you around on returns)
Quay (third purchase; this was in JUNE 2023 **; I had to buy more sunglasses because I lost the others. I purchased the exact same ones, plus an extra pair. As ALWAYS, I purchased size LARGE. What I got was ALL SIZE "MINI" (see the attached pic --- the labels CLEARLY STATE "MINI"). I disputed the charge with my bank after non-response from Quay, followed by stupid response from Quay (ie, they did not address the issue). Essentially, what they replied with was: "we changed the name of all the sizes. What used to be 'mini' is now called 'large'" - So, between MAY 2023 and JUNE 2023, they changed their sizing names and you are somehow supposed to know this occurred. No explanation as to HOW a customer would know this. They wait until you buy and discover the issue and then have to return them (after you have already paid shipping for delivery; now you pay s SECOND TIME).
Here's what I think Quay would like to say: "We are so sorry that we do not post on our site that we changed size names so that you have no idea what you are getting. You see, we've had trouble selling the minis and are WAY overstock. So, to mitigate our losses, we simply changed the size names so customers who order a "large" think that they are getting what used to be large, but we really send them minis - tee-hee, Tee-hee. And, even if you are successful returning them, we will STILL bill you for any/all delivery charges. CHEERIO! Ben-edict Arnold"
Clearly the employees are not happy. Their responses are passive-aggressive and their delivery of product is completely shoddy and careless. It's as if they WANT to build a reputation of horrible service. But if you hate your customers, why are you in the business?
What a professional business would say (IMO) is: "We are sorry for the confusion we cause via lack of clarity. You will be refunded the ENTIRE amount and not charged any postage fees. We VALUE you as a customer and hope to EARN your business again"
DO NOT BUY DIRECT FROM QUAY.
UPDATE: I got my refund from my bank. Now the conversation can be between my bank and Quay.
terrible products – I have purchased at least 7 pair and 2 broke right off the bat. they take NO responsibility for their products. no customer service. they don't last and I will never buy again.
Worst company ever – ordered on the 2 April was sent tracking the following day it was invalid. They reshipped the item 7 days later this time with an auspost again invalid. It’s now May 2 and I have no glasses nor will they respond to my emails
Positive reviews
Amazing customer service – I purchased a pair of Quay sunglasses in December last year (10 months). The lenses started to delaminate slightly. I emailed their customer support yesterday along with photos of the issues. They promptly created a replacement order which is now on the way. This level of customer service is hard to find these days. The sunglasses are strong, light and have a great uv coating. 10/10 would buy again.
A great experience – I was very nervous about ordering from this company due to all the negative reviews. Well I am happy to say that I had a great experience. I ordered 2 pairs of sunglasses on Sunday the 24th of July and they arrived on Thursday the 28th of July. I was frequently updated on my orders progress by email and I was very impressed on the speedy delivery. Definitely will be ordering from this company again. I love my new sunglasses. Thanks Quay.
Excellent! – Just bought three pairs of glasses, They arrived in three days. Two pairs sunglasses and blue light glasses. The quality is very good, I’m always buying D&G, now I wanted something more affordable for beach days. When they arrived I was blown away how good they are.
Negative reviews
These were a gift. I don't know how the recipient likes them. Quay Australia has basically sent me a request for review in multiple occasions and don't stop. If they want a review maybe they should stop hounding prior for one. I'm sure they will not like this 1* review.
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Words cannot explain how horrible my experience with Quay Australia was. I have been using their product for years now and on my most recent purchase I made a mistake with my order. I emailed them immediately and was told that I cannot change my order until they send it to me and then I had to return them. Once I received my order I sent it back… Read more
which was on the 25th of May, then I was told I have to wait 10 days for the refund. No refund after 10 days, so I emailed them on the 17th day and was told I will get my refund in 14 days even tho it's been 17 days.. They are absolutely terrible, service is horrible, the product is as good as a chemist brand and most importantly they are thieves. Buy elsewhere
Great product. Awful service – It’s hard because I love the sunnies and have only worn them for almost 10 years. The last pairs I bought were shipped and got lost along the way. I reached out to quay for help and they basically told me tough luck, they can’t do anything once the package leaves them. Shocking customer service. I will never buy from them again
Recent reviews
Quality has gone down considerably – I have purchased Quay sunglasses over several years and always found them to be great so was loyal to the brand. They must have changed manufactures because 4 of the 5 pairs I ordered the last few shops then lenses have bubbled up and got streaky. Such a shame they have likely tried to save by cutting costs to a poor quality product only to have them loose long time customers. Will never buy another pair again.
Terrible experience. Not polarised. Bad customer service – Sunnies advertised as polarised, not so, confirmed by Specsavers. Returned sunnies but had to pay postage. Customer service just terrible. They confirmed that sunnies were not polarised then another denied and asked me to send proof. Poor service. Poor quality sunglasses. Do not buy anything from this company.
Absolutely disgraceful customer service – The rudest customer service team you will ever interact with in your life! I will never buy from Quay Australia again.
Warning-Difficult returns an no exchanges – Be aware !!! Purchased online for Christmas and tried to exchange color . It had tags and receipt and the store said it must have a baggie. They had clearly not been worn and they would not exchange or refund. Went online and they will only return . The bogo will not be honored and now I have to pay fun price just to exchange a color my daughter wants. Ridiculous- will not buy from them again.
Dodgy customer service – Customer service is extremely dodgy. They reply to emails without reading what you actually said with a generic email. My sunglasses arrived with scratches on the frame and they tried saying I had to pay return shipping because of “neglect and abuse” to the sunglasses.. I JUST received them, what neglect and abuse?? I also asked wether the wiping… Read more
cloth in the package is the green or blue one (as I had two wiping clothes from a precious purchase and didn’t want to put the wrong one in its case before returning) and they said “we can’t give you specifics about our packaging, sorry”
Ummmm what? Why? :/
Just an extremely dodgy company. Turned me off ordering from them in future.
Don’t buy from them!!! – They do not offer exchanges which is ridiculous for an online store so you end up spending more money for what you actually want! Never again
Would not recommend – Just over a year after buying my sunglasses they have delaminated on the inside of the lenses. Typically they are out of warranty but after looking after them better than I have ever looked after any sunnies because these were a big purchase for me, I expected at least a few years from them. I emailed customer support who with all details… Read more
including my order number who responded asking for the order number....... How well was the email read to begin with? They then responded telling me because they're out of warranty they aren't going to do anything about it. They are literally month out. Are these glasses only designed to last a year then fail? I didn't expect a replacement but an acknowledgement that the manufacturing is poor and an apology would have been nice. What a waste of money.
Find out how Quay Australia compares to other Optical Retailers
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INCOMPENENT /GENERIC ONLINE SUPPORT – Incompetent Online Support Everything that has been written on Quay Australia is TRUE. The online support is very generic response and the fact there is no contact number to speak with an person. I purchase the wrong sunnies and noticed the mistake and email them immediately requesting to exchange for the sunnies I wanted and the response was so… Read more
generic unfortunately we are unable and we are processing your order so you can enjoy. I was like WTH I won’t enjoy because they are not the glasses I wanted bc I have Rayban in a similar style. I email requesting to cancel and they sent the same response now I have to wait for them return and get a refund and base on the reviews it may not happen bc the business is incompetent. Now I’m worried.
Fraud – Placed an order over a week ago with no updates. They are not responding to emails or DMs on Twitter. I’m about to report this as fraud to my bank. I should have checked online reviews first! If they can’t handle the volume of orders and inquiries then stop taking orders!
Shocking customer service – Shocking ordered a pair of men's polarised glasses in April this year was told from an email customer service it was dispatched after 3 days but I didn't receive the order until mid June
Appalling customer service – I placed and order over a month ago. It never arrive (the money was taken). I sent them an emailing and they told me that the ordered wasn’t confirmed on their end and that I would get a refund. I’ve since sent numerous emails and am told over and over again to just keep waiting. I’m still waiting and I’ve received no offer of anything from them. I will never buy from Quay again.
Crappy Company – Very bad service. My order says it's been scanned out of Auckland (where the delivery address is) and gone to Wellington (whole different city). They've been no help saying I need to wait 14 days, giving me the same tracking number but all say something different. Today I've found out by the carrier that they've given me the wrong tracking number so PBT are unable to locate it.
One of the worst online experiences – They allow you to enter a parcel locker into delivery address but the cheap dodgey courier they use refuse to deliver to a parcel locker. On top of that, the courier won't tell you that they haven't made the delivery and that your parcel is just sitting at a depot. You have to track it down yourself, you have to call the courier yourself (if you… Read more
can find the phone number - it's not on their website). Then they will tell you to pick it up from the depot completely out of the way during work hours, and if you want it redirected you can't make that request it has to be done through the sender. Quay choose to use a cheap courier and then put all the risk and effort on their customers. I've asked for a refund and I have to be the one that keeps an eye on tracking to let Quay know. One of the worst online experiences I've had. I wouldn't recommend them to anyone until they've updated their procedures and changed courier suppliers.
They call their customers Fraud! – Recently I bought some item from them and used a coupon code from a publicly available website. They sent the following email, then cancelled the order and started sending spam emails ever since. I never signed up for their emails. Avoid this business. "Thank you for your recent order with Quay. Unfortunately we are unable to process your… Read more
order, due to unauthorized use of the promotion. A fraudulent code has been used.
Your order has been cancelled and refunded. Keep a look out for your cancellation email shortly. If you are due for a refund you should expect to see the return within the next 3-5 days."
Abusive Customer Service – Ordered a pair of sunnies for my wife under a Quay promotion. A few days later I find an email accusing me of being fraudulent and terminating my order. Wow - not sure where they get off randomly abusing me like that but darned if I'm ever dealing with them again.
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After a lot of perseverance I found a Customer Service that helped and got my issue resolved . The… Read more