Reviewer Photos & Videos
- Verified customer
No response to emails
I have ordered with them before and loved them however this second time around I emailed them twice as the sunnies were stuck in the warehouse for 2.5weeks which is fine but only received a response after I already got a response from auspost
I have now recieved them but I want to exchange one pair cause they just fall off my face but I have no return address? And I no they wont reply to my emails until after the 14day time limit. so how do I get my exchange? Im willing to express post them back and even put in an extra express post bag so th...
- Verified customer
The site was easy to navigate.
But I am very dissatisfied with the customer service and timeliness. I ordered two pairs of sunglasses on 11/29/19 and they STILL have no been shipped. I have emailed twice with no response and called twice (been on hold for 49 mins a piece with no answer from anyone). At this point I have no idea if they are even going to fulfill my order in time for Christmas (which was the reason I ordered them).
I hope they are just extremely busy and will make this right, but if their cuStomer service was at least communicative with its customers and let us know what is happening, I would be fine, but as of right now, Ill never recommend this company to anyone.
Order # QI-1302314
- Verified customer
Lengthy wait times
Order placed along with several colleagues all at the same time separately. They received theirs over 10 days ago I am still waiting.
No response to email following up either.
My order is QA-307981
Poor customer experience, recommend buying from a reseller such as The Iconic or ASOS. Both of whom have a much better service.
Bad customer service. Dont buy from them
The sunglass I order was to big for my face shape and simply want an exchange. I have emailed them a few time but still no response. The quality of the glasses were not that grear but its cheaps so you get want you pay for. I would never ever pay from them again but looks like they wont be around much longer considering all the complaints on their social media pages
Order placed three weeks ago not received
I placed an order with Quay Australia and was a shipping email was sent but upon tracking the shipment, it has not even left the warehouse yet. I have sent several emails for over a week, but not one reply.
Can someone advise what I can do next as they do not provided any telephone numbers for customer service and this I am extremely disappointed in the lack of customer service.
- Verified customer
Ripped me off, wont reply to emails, ordered two weeks ago.
Ripped me off, right before Christmas, using the money my children had to buy me a gift. My brother passed away last month and Im dealing with that-as if I want to fight a sunglass company too! Class action anyone?
No contact has been made and have seen lots of complaints on their Instagram page. Wondering if the site is dodgy.
Hopefully they are just crazy busy with the sales and will get back to me.
They definitely need to work on customer service or hiring more staff when running crazy specials. Will remove/edit my post if I get my glasses or get my money back
Usually amazing but have let me down this time round.
The website is easy to navigate but the customer service is horrible and they claim to shop fast but this is false. Ive been waiting 9 days now, have emailed, messaged on Instagram and Messenger and havent had a response but the money was so fast to disappear from my account.
I really wished I read the reviews here before I bought two of these glasses. The quality was okay but the cases that came with them somehow malfunctioned, the sharp metal part of the case broke through the leather and cut my hand when I reached down to get it.
I emailed customer service and they were prompt. They offered to ship me a new case but I dont trust the quality after this incident. They then suggested a 10% refund which would be $4 given to a customer who bought two items and sustained an injury due to their defective product. The refund would be of even less value than the two cases originally offered. Absolutely disappointed.
I will update this review as I continue corresponding with them. Hopefully itll get resolved.
My FAVOURITE sunnies! Hands down.
Customer service was absolutely on point. Makes me love the product so much more knowing that Quay is dedicated to its company values. When I shop online at Quay, I have to hesitate from adding things to my cart. The website is easy to use and very attractive.
- Verified customer
I will never ever ever buy there again
Its been 20 days since they got my return and they dont dare to answer to my emails or give me my refund. Eventhough i paid for my tracking, like they suggested.
I will not recommend buying with them and of course will never do again.
I wish I could leave 0 starts.
I wish I could leave 0 starts. products are not worth the price! they break within months of wearing them, screws fall out, lens fall out. Worst sunglasses ever. And I hate to admit Ive spent of $600 on these sunglasses. Save your money, shop else where!
worst customer service I have ever experienced
These guys do not respond to emails. I have been emailing them for about 2 weeks now. No
I ordered 2 sunnies, received 1 pair.
Still no response !!!!!! I wonder if Ill ever receive the sunnies Ive paid money for!
I would 100% stay away from this company
Stay Away From This Product
Do not be fooled by the appearance of these glasses. They are poor quality and will fall apart on you right after the warranty ends which for those of you who don't know is three months! Only response from their customer service is, sorry we cant replace your sunnies, you are past your three month window. I bought mine at Nordstrom in Canada. Premium price and no service. In today's market, who does not stand behind their product for a full year. Quay does NOT! Do not support them or the stores who sell them!!!
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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