Quay Australia Anmeldelser 

I cannot believe this company is still in business! I ordered two pairs of sunglasses in May, but they were too large for me. I tried them on ONCE, returned them to their original packaging (including sleeves) and shipped them back the following week. It’s now mid-July and I still had not received a refund after contacting two representatives. Finally, someone responded THE GLASSES ARE DAMAGED and they’ll issue a store credit for ONE PAIR minus shipping! I spent $105 and they’re offering $48 for me to spend ON THEIR SITE to keep my money! Absolute trash of a company.

Less than pleased. They falsely advertised the size of the glasses that I had ordered and then when I tried to return, they want to charge a $7 fee. I hope they go out of business soon.

Shipping takes forever. Their customer service is actual garbage. I've been trying to get an issue resolved with a refund and they are being condescending and extremely unhappy to the point that it feels like they're trying to be unhelpful.

I’m only writing this review on the back of a cheeky, evasive, argumentative, passive aggressive email response that I received from someone called Ben at Quay Customer Service.

Basically, I ordered a pair of sunglasses last month, loved them, haven’t had them off so when I got an email offering buy one get one free this month, I obviously placed another order.

My order arrived and the quality was much less than my initial order. One of the pairs was flimsy made from cheap plastic and tarnished metal and the other pair was actually the exact same as my initial pair, just in a different colour. However, again the quality was completely different and the branding was entirely off.

So I sent an email basically praising them and explaining how much I loved my first pair etc but I merely asked if there was a difference in the quality of their full priced frames and the frames they offer in the BOGOF promotions because I had noticed the difference in branding and quality.

The response was just uncalled for and defensive from the get go, I’ll copy and paste below;

My initial email;

Hey guys!

Hope the weather wherever you are is as beautiful as it is in sunny Glasgow just now (never thought I’d see the day!)

I came across your brand a month or so ago. I’d been buying ‘designer’ sunglasses for the last 15 years and on a recent holiday to Tenerife in March, I broke my new Christian Dior frames which the travel insurance only covered 50% of the value of. So when I received that settlement, I had a look at Quay and was thrilled with the various frames and styles you offered and pretty much immediately ordered my first frames; the High Key in size XL. I’ve not had them off of my face since they were delivered, love everything about them and how durable they are.

So being a marketers dream, when you sent that email last week offering BOGOF for 24 hours I was again straight on the website and buying another two sets of frames. I ordered another pair of High Key in XL in the other colour option and the Hotel Lobby as well.

I’m not going to lie, I was quite disappointed with the quality of the Hotel Lobby. They feel very light and flimsy and the metal legs look as though they will become tarnished extremely easily. They also do not fit any where near as well as my original High Key frames do and keep falling down my face? Additionally, the newer pair of High Key XL frames I bought actually differ in appearance compared to my originals bought only the month before. The top of the frame appears to be more curved downwards and the branding is completely different. When you offer the BOGOF promo, is it different quality frames that are sent as opposed to the full price ones? I also received both BOGOF frames in canvas pouches which don’t appear anywhere as near as protective as the clear plastic pouch I received with my original purchase.

Any help or insight would be really appreciated!

Thanks guys

Quay’s response;

Hi Amy ​

Thanks for your email.

Please note that we do not offer exchanges.

If you have purchased any items during our recent BOGO promotion, you will need to return both the eligible (paid for) pair and the promotional (free) pair in order to receive a refund. If only one item is returned from this promotion, as per the terms of the offer we will only be able to provide a merchandise credit for the promotional savings (50% of the returned pair).

We are consistently working hard at developing our products. Our clear cases are transitioning to new sustainable black pouches. Whilst we phase out our old clear cases, you may receive a combination of both cases.

If you decide to return any of your items, please reach out for the return assistance.

​We do apologize for any inconvenience caused.

Cheers,

Ben
Quay Australia Customer Care Team

I’d also like to call out that at no point did I even ask about exchanges or returns, yet that’s what Quay have chosen to lead with and then go on to basically promote that I return them. Rather than answer any of my questions or you know, HELP.

I’d absolutely have continued to buy from Quay but ‘Ben’ has given me enough insight in to how they speak to their customers so I’ll take my money elsewhere.

I will NEVER buy from this company again. Buyer’s beware!!!! I ordered two pairs of sunglasses from them. I saw on their website you have 30 days to return your sunglasses for a full refund so I felt peace of mind buying two knowing I could return if I didn’t like them. Well I was so wrong. Don’t believe their lies… they do not give you a refund at all. One of the sunglasses I ordered i absolutely HATED and I returned them the very next day. They force you to pay for shipping for your return which is stupid but I did it anyways. I kept all the tags on and put back in original packaging and everything. I never even wore them. Then it took them 3 weeks to receive them even though they were delivered after a week. Finally they responded to me but only to say that no they were NOT going to give me a refund because they were “damaged,” so now I’m basically out $100 for sunglasses I don’t even own and that they will probably sell to another customer. Ridiculous

A bit of a rocky start but once operator was changed to Auqsa she was very helpful and listened to my concerns in depth. She was able to assist me in having the outcome I needed and I will definitely be a returning customer because of Auqsa. Responses were also very fast. Thank you!

DO NOT BUY FROM THIS COMPANY!!!
Wish I’d read the reviews!
Returns policy is shocking and apparently they haven’t received it! Given that it was tracked I find this extremely dubious especially given the reviews!
Having to do a claim via the Royal Mail.

AVOID!!! Purchased a pair of glasses didn’t like them so sent back for refund. They are now refusing to give me my refund even though I have stated my consumer rights! Now no-one is replying to me! Awful company.

Ordered some new sunglasses in sale. They arrived next day great quality. Love them

Wish I had read the reviews of this company before ordering with them! There return policy is terrible, they don’t accept returns. I ordered 2 pairs, hated one of them and wanted to send one back 1 day after me receiving but not able to return for refund or exchange!! This is basic Customer service/consumer rights!!
Absolutely shocking service don’t buy from them!

The glasses i purchased were faulty, they then replaced them and within a month the replacement glasses did exactly the same thing as the first ones, i then requested a refund as they are clearly faulty and made very poorly, Quay are refusing to give me a refund even though both sets of glasses were faulty. The ACCC states that you are entitled to a refund regardless of the timeframe especially with a faulty product. Will encourage everyone i know to never buy from them. Quay used to be a respected brand and the quality of their products was on point, not anymore, compared to how they used to be, you can see they are trying to cut costs because the glasses flimsy and clearly made very cheaply. NOT HAPPY

Avoid - I really liked these for the year I had them unfortunately like another review after about 10 months they started to get a strange mark on them almost like water / liquid damage. I didn't think to contact immediately but a few friends said I should, unfortunately customer service were very unhelpful so now I am stuck with a pair of strange looking glasses I will have to throw. I was going to order some more but won't be ordering again especially now I have seen this is clearly a fault they were aware of as it isn't just me than has had the issue.

Returned 3 pairs of sunglasses 1 was a sale item which I thought I would receive a credit for. Emailed me to say no refund or credit and they are keeping the glasses even though I said I would pay for the postage to return them to me. How is this legal? to me it's stealing I have paid for them. Rude and arrogant customer service.

Drie brillen besteld en heb ze nooit ontvangen.
Ik vond het te lang duren, dus heb ze gemaild, kreeg ik reactie dat het inderdaad wat langer duurt dan normaal. Na een aantal dagen kreeg ik een mail dat ik invoeringskosten moest betalen. Ik dat gedaan want wou die brillen heel graag. Maar na een maand nog steeds niks ontvangen. Heb ze toen weer gemaild, mail bestond niet en kreeg ze niet meer te pakken.
Wat opvallend was/is dat de aanbieding nog steeds loopt en dat de informatie onder de track And trace in het Chinees/Japans was. Ik kon dat niet lezen.
Later werd ik ook gebeld en geappt door een buitenlandse nummer, advertentie. Ik heb de nummer geblokkeerd.

I didn’t receive anything. I bougut 4 pieces of sunglasses. Horrible, irresponsible, no communication 👎🏻 Don’t buy anything from this company..

Return is pain in the a...
Quality is avarage at best so I don't get the hype but pain of fighting for your money is just overwhelming 😞 sorry never again and avoid 🙏

Yas from the Quay Australia team was extremely helpful in resolving my complaint. I will continue to purchase products from this company because of their demonstrated commitment to customer satisfaction.

I have bought numerous times over the years, I have been buying exclusively from them for over 7 years.
This time around there was an issue with the delivery and I have not received my glasses due to an issue on their part. The costumer care has been appalling, I have sent numerous emails with initially automatic responses and recently RADIO SILENCE. The glasses are not the cheapest so the fact that I am being ignored is unacceptable.
Since this post, I am still waiting for a conclusion / response

Before I bought my favourite sunglasses I read reviews, most saying bad things about it , but I see no problem deliverie was fast than I expected and the customer service was fast replying, there's no problem with customs service, the problem is with people who's put bad reviews 😀

DO NOT BUY from this company. Customer services is appalling and practically non existent. I have sent numerous emails as having issues starting a return online and they just consistently send me an automated email. I would never buy from them again and still waiting for a response. They really don’t care.