Quay Australia Omdömen 

Update to my last 1-star review (should be zero stars)

Here is my email exchange with Quay (and the infamous "Ben")

June 27, 2023, I emailed:

Please review my order, below

Compare that with what I was sent (attached pic).
What was ordered were LARGE (all three pairs - see below)

What was received was MINI (all three pairs received - see attached pic)

I need to know how to return these and get a refund.

thank you.

(( NO REPLY FROM QUAY ))

On 28 Jun I emailed again:

Your return system is not recognizing my order number or zip code.

If I do not hear back by tomorrow morning I will contact my bank and dispute the charges and seek refund WITHOUT a return.

Please assist me with this return.

(( RESPONSE FROM QUAY BELOW ))

Hi,
​
Thanks for your email.

We now offer new sizes for more faces, and to provide you with an easier shopping experience, we’ve updated our size names to Small through Extra Large.

Currently, we have the following sizes available for our top-selling HIGH KEY sunnies:

(Formerly Original) Extra Large 153 mm
(Formerly Mini) Large 146mm

While we phase out our old size names (micro, mini and oversized), you may still receive a frame with the old name on it. If that is the case, please be assured that it is still the correct size that you selected while shopping.

Thanks again for reaching out!

Cheers,

Ben
Quay Australia Customer Care Team

(( My final reply, today, on 29 Jun ))

Charge has been disputed with my bank,

CHEERS!

What "Ben" is REALLY trying to say is:

"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. company is made up of a bunch of JACKHOLES (since I can’t post what I REALLY ant to call them). CHEERIO! Ben-edict Arnold"

What a professional business would have responded with 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.

Will be posting this on BBB, Google and on other review sites.

Worse customer service and returns policy I have ever come across! Quay have had my return since the 07/06/23 and they are refusing to even process the return until the 28th. Email responses are poor and scripted. Products are cheap and tacky for the price. The fact they do not even respond to their poor service on here speaks volumes Order number is #QUK-211092 if you care to respond

I’m not usually one to leave reviews but I am blown away by the amazing customer service I received from Ben. Unfortunately, I received the incorrect order however this was immediately rectified with the correct order being sent via next day. Thank you so much. Will definately shop again due to the great customer service.

If I could give a 0 rating, I would do so. I ordered 5 times on different occasions but all were cancelled!! I am getting the same generic reason of it's a system error!!! Avoid this store and don't order!!

Terrible company! The first time I bought sunglasses from Quay Austrailia they weren't suitable, so I returned them. It took me ages to get a refund because they said they hadn't received them...but luckily I sent them back via Royal Mail tracked delivery. I thought this was just an error, but recently bought more glasses from them, returned them and the exact same thing happened! They said they hadn't received them and couldn't do anything useless I'd returned them via recorded delivery! thankfully I did but what an absolute scam!!! Avoid them because they're trying to scam people out of their money!

Excellent customer service can’t fault them one bit
I had a issue with my sunglasses and emailed customer services
Within a hour they responded and then sent me a new pair 2 days later
I am very impressed with this company

I ordered 3 pairs of glasses that were way too big for my face. They were rather heavy and clunky and fell down my nose. I’m unable to return for a full refund, only merchandise credit because they were on “sale”. My money is my money. I shouldn’t have to “fight” to get it back if my purchase was unsatisfactory.

Do not buy from this company. Their sale/return policy is not customer oriented. I am disappointed in how customer service is handling my 3 returns.

Do yourself a favor and stick to Amazon which has FREE returns. Quay charges you $7 to return an item. Another secret of theirs that you have to magically find out on your own.

Bought 8 pair of sunglasses during Bogo sale and they canceled my order! CS said they don’t allow bulk orders?!? I bought 8 pair during a BOGO sale and that’s a bulk order? Then they banned me from purchasing. What a crock of ****… I guess my money will be spent elsewhere..

Takes money but never sends order.. hassle to get refund

Customer service is awful. They are rude, and have no desire to help their customers.

Just so you know, if you need to cancel your order (regardless of time after order) they will not under any circumstance. Takes forever for them to ship out, and they aren't worth $90 each.
If you do purchase them, make sure it's during a BOGO sale or you use a discount code. And don't expect them by a certain date.

Awful awful company do not purchase from them, they’ll attempt to steal your money if you don’t want their utterly crap sunglasses. Poor quality and overpriced. Won’t refund sale items that are clearly in the sale because they’re defective!! Do not make this clear at all! Don’t even try to help you and think it’s appropriate to patronise you and close messages with, cheers like they’re a bunch of 12 year old running this sh** show. Honestly, do not purchase from them.

Customer services was amazing! I came to write a review and saw a lot of negative one, but my experience couldn’t be better.

Stay well away!
Poor customer service and relations, difficult return policy and unacceptable refund policy - they have an excuse for everything and contradict what they say your entitled to.
Complete rip off…..look else where for your sun glasses.

complete scam - had one successful purchase so tried again - did not like the fit of either pair on a buy one get one free offer. Returned both pair packaged with help of US postmaster. Quay saying I only returned one pair so I will get a 50% credit. DO NOT PURCHASE FROM THEM

I purchased sunglasses in October. After 3 weeks of waiting I reached out to customer service and was told there had been a mix up and the glasses were never shipped. They were quick to respond that they would fix the error and ship the glasses. However, they charged me full price and not the price on the original invoice. I sent a screen shot of the original invoice and they still would not credit me the difference. Poor business practices. You're better off to go to the department store and buy the glasses with out the hassle.

I returned my sunglasses over a month ago and the weblink that I was told to activate my return was the completely incorrect so I couldn't produce a return slip. I have explained my situation to Quay but they keep coming back to me saying that they cant find my order anywhere. I feel they are not looking for my return on purpose so they don't have to refund me. I returned the sunnies to the correct address and it was their fault I couldn't supply a tracking number but they don't want to own up to this. All I want is for them to refund me my money so I can put this whole thing to bed. Very Very unsatisfied and it makes me think twice about dealing with them again. They don't even have a contact number to call!!!!

I ordered 2 sunclasses in the sale at first I had to wait for 2 months and then wurm I finally received I only got 1 pair of glasses and not the one I ordered.
Received a damaged pair of glasses very ugly.

Tried to reach them if I can receive the right pair of glasses or het my money back But no response after several emails.

Please do not Buy anything from this website!!

The biggest scam! A company who do not adhere to trading standards. To top it off : the products are flimsy rubbish.

I bought a full priced item and got a second pair for free. There was no mention of a BOGOF restriction to their refund policy.

I returned both pairs and they are refusing to refund me despite UK customers having a right to a full refund via payment method.

Customer service are bots. I asked three times for their complaints policy and procedure - this was ignored.

I will be pursuing Quay Australia for damages - should not be allowed to trade.

I returned sunglasses over two months ago and haven’t received confirmation or money back. You have to pay for returns as well so even more out of pocket. I didn’t even receive an email confirmation of my order in the first place, they’ve just taken my money and the product back and it’s like I have no proof I ever ordered from them. If you want their glasses 100% buy from ASOS or similar, DO NOT buy direct.