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Quay Australia

Quay Australia (page 2 of 5)

1.7 from 94 reviews · View Statistics

Reviews

  • Product Quality
    2.1 (43)
  • Return Claim MadeYes (24) · No (28)
  • Shipping
    2.3 (27)
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Janelle Adamczyk

Janelle AdamczykMetropolitan Adelaide, SA

Damaged sunglasses and no return emails

published

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.

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
K A.

K A.Greater Melbourne (Metropolitan), VIC

Cheap cheap cheap

published

For the price you pay, the quality is really lacking when compared to over brands! I’d say that Quay are well and truely on the same level as a pair of $5 sunnies purchased at the market. Not impressed

Product Quality
Incentivised ReviewNo
Sharon P.

Sharon P.Sydney, NSW

Poor quality, poor customer service

published

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!!

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
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  • Verified customer

Caution! They do not issue returns!

published

Caution! Their return policy seemed to be falsely advertised. Not responding to emails. Returned and never got a refund as stated in the return policy. Overpriced. If you want designer glasses at a reduced price this is not the brand you are looking for.

Product Quality
Shipping
Incentivised ReviewNo
Dissatisfied

DissatisfiedSydney Surrounds, NSW

  • 2 reviews

This company offers introductory discounts on their website that they then don't honour

published

We went onto the Quay Australia website on Monday to order 2 pairs of glasses for my children. There was a popup offering me 25% off as an introductory offer if I provided my email address - "applied at checkout". Guess what- it wasn't applied at checkout. And I didn't use the other discount code on offer of 15% off if I bought 2 pairs. I have been in contact with Quay Australia and their excuse is the promotion ended on Sunday - yet somehow its my fault the popup promotion was still on their website. Nor have they extended the 15% discount to me. I'm pretty disgusted with their attitude. Will not be using them again.

Incentivised ReviewNo
  • Verified customer

Terrible Cheap Quality

published

I ordered my Quay sunglasses a year ago. My order number was:#Ql-960468 . Considering the price of these sunglasses, I have always taken care of them and worn them infrequently. The other day, I was putting my sunglasses on and the screws came out of the sunglasses causing the lens to fall out! I contacted customer service for either a refund, exchange, or at least to mail me the screws so I can fix the glasses. However, customer service was very short and quick to say no due to the fact that the 90 day warranty has already expired. I am unsatisfied with the quality of these glasses and would not recommend them to anybody!

Product Quality
Incentivised ReviewNo
Return Claim MadeNo

Exchange of style

published

Awesome products. Already have one pair, which arrived quickly. Always get compliments on them.
Amazing service. Ordered the incorrect pair in error & they rectified it straight away & sent me a follow up email. Very happy.

Incentivised ReviewNo
Return Claim MadeNo
1 comment
Quay
Quay A.Quay

Quick fix!

published

My product was amazing and fit the exact look on the site but arrived damaged due to postage. However Quay was super quick to respond and sent a replacement ASAP.

Incentivised ReviewNo
Return Claim MadeYes
1 comment
Quay
Quay A.Quay
Kirsten

KirstenGreater Melbourne (Metropolitan), VIC

Excellent product and customer service

published

Love all my Quay sunglasses! The online store is super easy to navigate and has a fantastic range. I recently purchased a pair of sunglasses and wanted to exchange them, for a different colour, and the customer service team at Quay were so helpful, friendly and efficient, 10 out 10!! Thank you.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeNo
See all answers
1 comment
Quay
Quay A.Quay
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  • Verified customer

Cheating buyers!

published

I made an order for 4 pairs of sunglasses. The order arrived very late. 2 pairs of sunglasses defective, it is impossible to wear them! The photos show the difference between good sunglasses and defective ones.There is no return address for returning an order! Support is not responding! I posted a review on the site with photos, this review was deleted after 24 hours !!! I want to exchange defective sunglasses, but the support service just ignores me !!! You are fooling buyers!

  • +2
Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
See all answers
11 comments
Quay
Quay A.Quay
Жанна Т.
Жанна Т.

Hi there.
About my order - 26/11/2019 ORDER NUMBER: #QEU-23970
Why is there NO return address? It is not on the site, it is not on the parcel, it is not in correspondence.

Quay
Quay A.Quay
  • Verified customer

Sunglasses didn't last

published

I bought me a pair of Jaded and it started falling apart within a month. Screws came off and the quay logo on the handles too. I should get a refund cause if it was my fault I am happy but for these to just come off without any effort that is just bit right. Should come with a warranty its not good cause my other sunglasses were just fine.

Product Quality
Incentivised ReviewNo
Return Claim MadeNo
5 comments
Quay
Quay A.Quay
Lin Lin
Lin Lin

Hi there all I can say is this is not good enough, it should at least come with extra screws I can take a picture of the sunglasses and sent it the order number I have no idea because I usually order online and dont know how to get back to it.

Quay
Quay A.Quay

Does a customer service team even exist? Got no replies had to go to social media.

published

No updates, didn't get my sunglasses until 20 days later, customer service team doesn't exist, can never get a hold of them or even receive replies, rather pay $200 for ray bans and receive proper customer service! Will never buy from them again. THANK GOD I GOT A SALE DEAL. otherwise i'd be fuming with the service and quality.

Product Quality
Incentivised ReviewNo
Return Claim MadeNo
1 comment
Quay
Quay A.Quay

No customer service!!!

published

I ordered a pair of sunglasses 12/8 and the UPS shipping status has been the same since- shipment info received, order processed, ready for UPS. I cannot get anyone on the phone or get replies to emails. This is a Christmas gift and Ive already paid for it. Worst service I have ever received from an online retailer. Do not order from here!

Shipping
Incentivised ReviewNo
Return Claim MadeNo
1 comment
Quay
Quay A.Quay
  • Verified customer

My order still hasn't even been received by UPS....

published

It was been over a week since I placed my order and after continuously trying to track my package through UPS (as I have been very excited to receive my glasses), there has been absolutely no updates since I placed my order. After speaking with UPS, they stated they haven't even received my package, which means it likely hasn't even left Quay's warehouse...... This type of delay is extremely disappointing, especially when the money was taken out of my account so quickly but I have no idea when I am actually going to receive my glasses, if ever! Tried reaching out customer service but have had no reply.

Shipping
Incentivised ReviewNo
Return Claim MadeNo
1 comment
Quay
Quay A.Quay
  • Verified customer

Wrong Order and No Response

published
Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
See all answers
1 comment
Quay
Quay A.Quay
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  • Verified customer

Order confirmation without shipment info

published

I ordered 2 pairs of sunglasses 2 weeks ago. I've got a confirmation email but nothing after that. No response from customer service, nothing.
I'm just wondering, is there any customer service at all?
#QEU-24781 is the confirmation code..
I'm concerned because they were bought as for a christman gift..

Incentivised ReviewNo
Return Claim MadeNo
1 comment
Quay
Quay A.Quay
Danni

DanniNewcastle

Terrible customer service

published

Ordered two pair of sunglasses weeks ago and havent received either of them. Have emailed countless times with no response and conveniently they dont show a contact phone number. what a joke of a company! Would have given zero stars if possible

Incentivised ReviewNo
1 comment
Quay
Quay A.Quay
  • Verified customer

Terrible service!! No responses...No glasses!

published

I ordered a pair of glasses 2 weeks ago. No email stating they have shipped so i emailed several times to find out what is happening...still no response! This is a christmas present and now its looking like they wont come in time as i am still waiting for a shipping date. I dont understand why i cant get a response from anyone??? Shocking service !!!

Incentivised ReviewNo
7 comments
Quay
Quay A.Quay
Louis
Louis

I never actually received my glasses. I was told they were out of stock but I have never been refunded. When am I getting a refund? It’s been 2 months since I ordered!

Quay
Quay A.Quay

Hey Louis,

Thank you for responding. I am sorry to hear this!
You should have been refunded if product was out of stock. Please provide your full QUAY order number so I can look into that for you and process immediately?

Laura

LauraPerth, WA

  • Verified customer

Disappointed

published

I ordered 3 pairs of sunglasses 10 days ago. Today I get told not one but all three pairs are intact totally sold out.. if you cannot fulfill the order you need to have a more accurate way of counting stock! I love their sunglasses I have about 6 pairs and its such a shame because I had always brought from a third party and this time went straight to the source to be really let down.. how disappointing

Incentivised ReviewNo
Return Claim MadeNo
1 comment
Quay
Quay A.Quay
  • Verified customer

I Have not receive the product ....and no response to email

published

I made 4 purchases all on the same day and only received one so far. My purchases were for Christmas! I already sent two emails and I have no answer. Today I was 40 minutes waiting on the phone and they didn't answer me. How do I solve my problem?

Incentivised ReviewNo
1 comment
Quay
Quay A.Quay
See all Quay Australia reviews

Questions & Answers

Robbo

Robboasked

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.

5 answers
Cassie
Cassie

The only way I got an answer was by commenting on an Instagram post, and I had my refund processed within 2 days.

Em C.
Em C.

Same here. I kept messaging on Instagram and then I got an email response.

Robbo
Robbo

wish me luck, let's see if I get a response.

Laura R.

Laura R.asked

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?

5 answers
Lin Lin
Lin Lin

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

Quay
Quay A.Quay

Hi Laura,
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?

Quay
Quay A.Quay

Hi Lin,
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?

jesslyn

jesslynasked

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

2 answers
Abbey
Abbey

You will have to enquire about getting a replacement pair however I doubt they will give you one....

Stephen
Stephen

Forget it. It is unlikely to get a refund or replacement, because they would pass the buck to you even if your glasses arrived damaged.

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Details

CategoryOnline Shops and Optical Retailers
Products / Services OfferedSunglasses

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