Reviewer Photos & Videos
- Verified customer
Paid money...no glasses!!! And still waiting...
I ordered a pair of glasses on 29 September and received a confirmation my sunnies were on their way 3rd October. Still have not received my glasses. I've sent 2 or 3 emails asking for assistance, refund etc. No reply. The last shipping estimation email i received said the glasses would arrive Thurs 10th. But no i have not received anything. Is this a scam??? Because if it is I've been ripped off.
- Verified customer
Faulty product - No replacement
Purchased the Playa online. NOT satisfied with the product. Lenses were different shades, quality poor, Customer service poor. They don’t guarantee their product. I understand their 3 month return policy regarding normal wear and tear but this was poor manufacturing and quality control. I missed my 3 month return window by 15 days. I know they’ve replaced other customers requests. Don’t waste your time.
Terrible customer service
Sent the incorrect sunglasses
After 10 days was still being told they did not have an order in my name
Was eventually told because my query went to the US not AU.
Then told because it didn’t get the the Australia team within 14 days I was not entitled to a refund.
Had to take photos of everything i recieved. Didn’t receive a response for another week. When I did I was again told I would get a a strore credit not a refund.
Then told I had to pay for postage (for being sent the incorrect pair send from Quay and for sending Quay back the wrong pair they sent me.
Still owed full refund amount including postage (for an incorrect item) by Quay....They refused to pay postage and it has taken about 7 emails to have this resolved and Quay have tried to avoid covering postage costs. Have lodged a complaint with consumer affairs and strongly encourage others do the same. Quay have several complaints lodged against them.
Terrible product and terrible customer service
Quay customer service has been the absolute worst! I am never one to write reviews for even bad service but I had to on this one. I received damaged sunglasses and so I had placed a return on 6/21 and the package has still not delivered and states it was returned in Cinninati, Ohio. Because I shipped it out of Dallas I reached out to Quay as it has been over two weeks and my package has had no updates since it was returned in Ohio in 6/22 and their team has been terrible. They first just told me well no updates since 6/22, can’t assist you. I ...tried to reach out to USPS to ensure it was not lost and due to the package type— I can only go through Quay. So I reached out again asking if maybe my package was lost as it has not moved from Ohio in over 2 weeks and they responded 2 days later stating the same thing again “ package has not updated since 6/22, we cannot help you until it is delivered” well talk about stating the obvious. Maybe these are just bots working their customer service as it is absolutely terrible. This will be my first and last time ordering from their company. If you order online, please make sure you see the product in person first as the odds are your return will never actually make it and you will never be refunded.
Great Quality, Happy Customer will be back!
Very quick and easy to find the right sunglasses for me especially with the awesome new virtual reality try on! I ordered the Jaded in Pink sunglasses and defiantly do not regret! They are amazing! The shipping is also quick! I received my order in under a week.
- Verified customer
Do NOT buy from this company...fake. cheap.
My order was cancelled "due to unforseen circumstances." Forget about it, Quay, given all of these other reviews, I will never recommend nor purchase your products again. Just skip this and buy from a real, reputable company instead.
Order fulfilled quickly but cheap and nasty product
Bought common love and something extra style online, arrived quickly and well packaged but honestly nothing high end or quality about these sunnies. $2 shop sunglasses are probably better. So cheap and nasty the quay decal on the lense can and will rub off! So budget. Save your money! Disappointed.
- Verified customer
What a joke this company
I Baugh 3 sunglasses for my sisters in France and before I give them the sunglasses it was already broken. The lenses was already out of the frame and the temple was already loose. What a joke.
I send an email to Quay Australia and they reply to me : “ what do you expect for 29$ Frames “
No refund, no replacement
Just save your time. Don't try to get a refund or replacement even if you receive a defective or damaged item. "Normally, something like this we would not cover under warranty". You don't cover this, you don't cover that, OK, I got it, you cover nothing!!!
They spent a lot on advertising, but they don't want to spend a penny on customer service. What a brilliant company!
I love the style of these sunnies, and I have bought a few pairs but I won't be anymore! I bought a pair and only after about 5 uses, the arm came clean off, and not because the little pin came out, it's like the metal just snapped off. I messaged them and was told that just this once I would get a replacement but they don't usually replace them as this can happen from things like wearing your sunnies on your head..... hang on ? If you make sun glasses that can't withstand being put on your head... like one of the most common things people do w...ith sunnies if they're not actually looking through them !!! I couldn't believe it. What the hell. Anyway, got my replacement pair. After about 10 uses, same thing happened. Over it. Another pair I had, the small screws came out that hold the lens in. I was able to use some of the screws from my other broken pairs to fix it. However this too has happened twice. C l e a r l y their sunnies are crap quality! Not buying from them again, what a waste of money.
Bad quality sunglasses
Do not buy these sunnies. They look great but the I would rate the quality zero. After a month of wearing them, the frames started peeling. When I contacted the customer support they told me it wasn’t a manufacturing fault and closed the case. Buy your sunglasses elsewear.
- Verified customer
Avoid at all costs!
Awful treatment of customers. I accidentally ordered the wrong color sunglasses and found out I had to call to adjust my order (weird, but fine.) I called 5 minutes after I made my order and was told I couldn’t change the color of the sunglasses. What??? They haven't shipped and the order was just placed, how hard is it to change the sunglasses? They told me I had to wait for them to arrive, then send them back and place another order. So, I just wasted my money on shipping and tax ($17) which is another horror story. They offer 2 day express ...shipping for extra money, but in fine print says may take up to 24-48 hours to ship. What’s the point of getting the 2 day shipping option if it might take close to 5 days to get to you which is what the regular option is. Good sunglasses, embarrassing customer care.
- Verified customer
Do NOT expect a refund from this company!
Returned my sunglasses 5-6 weeks ago and never received acknowledgement of my return or a refund in my account! Spoke to customer services who could tell me no more than that there was a 15 day process, even though I had already waited much longer than this, they could not even tell me whether or not the had received my parcel! I spent £40 that I will not be getting back.. ordering sunglasses online is never a sure thing as they may not suit your face, as was the case for me but I was okay with simply returning them, this is not an option for Quay Australia. Appalling- Do not order from this company.
- Verified customer
First time customer and shipped me someone else’s Order
Decided to give Quay Australia a try. Went on and ordered THREE sunglasses. Ordered April 30 2018, and was supposed to receive my order two weeks after but waited for a whole month. Usps tracking was off. Didn’t received it till June 2nd. Was so excited, opened the box and was surprised that I received someone else’s invoice and order, but the box was written for me.
Called them and told me to email customer service instead. They made a new order and gave me a return package to send the ones I have received. Which I didn’t, wanted to wait t...o see if I would receive the correct ones. Waited for another month to get my order. Received a package today, July 4th and opened the box, BUT I only received 2 sunglasses!! I ordered three!! I wouldn’t recommend buying from them online. Service wasn’t very helpful and their factory or whatever is not very consistent with shipping their packages.
Did all the right things from the start.
Purchased online through the quayaustralia site. I bought a pair of sunnies from the sale section. Style capricorn. They are cool and can complete certain outfits. The sunnies are quite heavy on the face and these particular pair are big. I have a small face and they feel huge but I like that aspect as it feels summery to me. For a everyday sunny I think they are over the top but I love the fact you can buy many pairs to suit different clothing styles as they arent very expensive. For the real reason why you should buy sunnies for actual sun pr...otection then these are not your sunnies. They are similar to a sunny you buy from a clothing store or a fashion jewellery store but they are cool because they have the brand printed on the lens. Everything from the purchase to the delivery was actually outstanding as I have never had an experience as good as Quay Aus has been. The packaging was perfect and neatly wrapped with a quay sticker perfectly centered in the middle(whoever works in the warehouse or packaging department your a superstar and can tell you like your job). The opening of a package is so important because its like opening a present its now apart of the experience in online shopping and quay have definately taken that into account. I purchased a hardcover case which is beautiful and worth the money in my opinion and comparing it to the case I recieved for a pair of $200 glasses i bought several months ago,it is 100 times more sturdy and i feel like if I dropped this case it would protect the sunnies(but i wont try that on purpose). They also came with a soft cover case which is so cute and has a hard clasp(not a pull string) to keep closed which is another appreciated feature. 5 stars for delivery 5 stars for packaging 3 stars for the sunnies as they are a little cheap-ish
- Verified customer
Horrible Customer Service
I received a pair of sunglasses as a gift for my birthday. Unfortunately, they didn't fit me well and I asked to return them. The return policy is awful. 15 days after someone receives the package they can be returned. Normally I would understand, but this was a gift and my mom purchased them well in advance of my actual birthday. I would have been fine with store credit, but even that they didn't offer me. Horrible horrible practice. So discouraged and will not ever purchase from them due to the horrible policy and rude customer service I received.
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
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.