Quay Australia Anmeldelser 

Terrible customer service. Slow, automated responses with no way of phoning them. They also use Evri/Hermes who are equally as terrible. No complete tracking details and no way of tracking down a £150.00 order as there is no phone number to call. How the hell can I find where the glasses are. I would avoid buying directly with them at all costs.

I purchased 2 glasses. Supposedly they were delivered and I never received I’ve been trying to email them and leave my information for them to call me and I have to yet to get a call or any update on my email. How do I contact them? This is very frustrating and never again will I order from them if it’s this difficult to get any response from them to resolve my issue or even receive my items.

I am editing my original review. Shortly after I posted this review, Quay sent me an “Experience Rating” as well and then refunded the $20 extra I spent on shipping. I wore my glasses for the past 4 days and have gotten a ton of compliments! I have two pairs…one for my car and a pair to keep in my husband’s vehicle.

On the evening of June 6, 2022, I purchased a second pair of All in Minis because my first pair came in defective. I needed them before I went on vacation so I spent the extra $20 for 2 DAY SHIPPING. My sunglasses did not arrive until June 16th….TEN days later, NOT TWO. The real shame is, my daughter and her oldest daughter really liked them when they saw the sunglasses yesterday evening when they arrived. I highly discouraged them from ordering.

I ordered a pair because they were on sale. I received them today and I love how they look. They are a bit heavy, so they seem to slide down my nose. I put silicone nose pads on and it helped a little bit they need to be shaped. So I got on the ask a stylist chat feature and spoke to Chrissy who was very kind and advised me to take them to a Quay store and they would happily shape them, I don't live near a store but Nordstrom sells them so I will try there. So far I've had a good experience, I've ordered 2 more pairs so we shall see if they can keep up the good customer service with the next order.

Orderd 2 sets of sunnies. 2 days for delivery. 1 pair damaged on arrival. Contact quay via email. Arrangment for new sunnies to be sent out no delay.
Good choice of sunnies to choose from.
Good communication and updates received.
Quality looks good but this is my first time at quay so time will tell.

I was very nervous after coming across reviews here after I'd already placed my order. I needn't have worried, the sunglasses arrived within 2 days of ordering, communication was great throughout and I'm really happy with my purchase.

Abysmal- cannot get hold of them for the life of me. Agree with other reviewers here stay well away

Incorrect order received in the beginning, returned the items back to Quay and paid postage out of my own pocket, the items were refunded but postage wasn’t despite error by Quay. Had to email to chase £3.20 postage.
Haleema from customer service said “Unfortunately, as we do not provide prepaid return labels for UK customers all our UK customers are liable to use the cheapest traceable return method to return the order.”
So I’ve paid £3.20 for a pair of oh wait nothing. Money is so tight at the minute every penny counts.
Absolutely shocking customer service all round and won’t be buying again.
I’ve bought 4 pairs in the past and they will certainly be my last.

Really disappointed with Quay , really poor customer service , you can’t speak to anyone and they just send you automated template messages with different names at the end. Personally I would not shop with them again , if you do want to buy there products your better off buying from another shop that understands what customer service is , stay away from Quay !!!

Please avoid this company if you live in the UK.

The sunglasses I ordered were OK quality. There was no reference to them being oversize on the website (in fact, they were 'standard' size), but once I received them I knew they would look too large on my face. This is far from the main issue however. There are NO clear instructions on returning the glasses if you live in the UK.

Firstly I emailed Quay's customer 'care' requesting they provide advice about how to return items, almost instantly an email appeared with generic return instructions. The generic instructions are NOT RELEVANT to you if you live in the UK (only US or AUS).

I then found a form hidden on the website about how to return if you do live in the UK. Please note, this includes FUNDING THE RETURN YOURSELF, which I find ludicrous from a large international company like Quay. The return form is unclear, a few days later I sent another email to Quay, explaining that I wanted clarification about something on the UK return form. I also expressed my dissatisfaction about having to self fund UK returns. Again, I did not receive a response. Only a generic message about returning items, again, not relevant to UK customers.
A bit of joke really.

Please avoid placing orders on this website if you live in the UK, or if you do, try to find an opticians/branch that stocks Quay products so that you know you like the product prior to ordering.

Awful customer service. Ordered 2 pairs of glasses, they sent me one. I want to return the pair I did receive & there saying I can only have a 50% merchandise voucher!! Why when I paid for 2 pairs?! They just send pre-formatted responses via email & never resolve your issue. Will not be using this company again

0 STARS

Absolutely terrible customer service. I ordered 1 pair of glasses from them, 2 weeks go by and I haven't heard anything from them regarding the shipment of my order. I get in contact to double check what is happening with my order for them to tell me that their was a 'error' within their system and my order was never placed (even though I had already paid). They offered to either refund me or send the order again. Thinking it was just an incident on their behalf, I asked for them to resend which they gave me a new order number and said it had been processed. More time goes by and yet again I hear nothing about my order! Get in contact once again for them to tell me the exact same thing has happened! Keep in mind I've been waiting for my order for almost a month now. I ask them whether it is possible to get a discount since they have done this to me twice now, of which the customer service lady replied rudely saying I only had two options and they couldn't do anything for me. Got the order refunded and will never order from them again - Told all my friends already who were wanting to order from them and no one will go near them. Do not order, you'll just be mucked around!

I ordered two pairs of sunglasses and cases from here but later realised, they had a buy one get one free deal. so i returned my package but i had to pay for return shipping myself which is quite disappointing from such a large company.
my package retuned to them i then sent them an email and they requested a refund for me. very quick return policy - if you’re from the UK and do want to return use DPD very reliable and you can watch the package.

Hit with a huge customs charge on an order… still awaiting my refund

They allow you to enter a parcel locker into delivery address but the cheap dodgey courier they use refuse to deliver to a parcel locker. On top of that, the courier won't tell you that they haven't made the delivery and that your parcel is just sitting at a depot. You have to track it down yourself, you have to call the courier yourself (if you can find the phone number - it's not on their website). Then they will tell you to pick it up from the depot completely out of the way during work hours, and if you want it redirected you can't make that request it has to be done through the sender. Quay choose to use a cheap courier and then put all the risk and effort on their customers. I've asked for a refund and I have to be the one that keeps an eye on tracking to let Quay know. One of the worst online experiences I've had. I wouldn't recommend them to anyone until they've updated their procedures and changed courier suppliers.

I order 2 pair of sunglasses and I didn’t expect delivery to be so quick .I am really happy that despite the reviews, I still ordered and received next day a good quality sunglasses for a decent price.Thank u.

Bought a 75$ glasses and they cancelled my order for no reason at all. They are a very unreliable company. DO NOT BUY

I ordered 2 pairs of sunglasses and 2 sunglasses cases from QUAY. After I placed my order I then saw all of the bad reviews on Trust Pilot and began to panic that I will never actually see my items. I was pleasantly surprised the next day when I saw my order was shipped and on it's way. Within 48 HOURS from ordering (with free delivery) my sunglasses were in my post box waiting for me. The sunglasses are beautiful, great quality, and they DO fit in the cases. I bought the biggest frames (as I have a round face) and I can confirm that they definitely DO fit in the cases. I'm not sure why they have such bad reviews, my experience was brilliant and I will definitely be ordering from them again.

Waited over a month to be told part of my order was out of stock even though order had already been processed & shipped. Package was returned by post to Quay who advised they can not resend original package & product is out of stock. Very disappointing considering I have made a few purchases with Quay

STAY WELL AWAY! I wish I had read these reviews before purchasing. Ordered glasses in the black Friday sales, total came to 52 euro. They declared the value of the shipment at 200 euro for customs thus I was charged 56 euro importation. The postap carrier advised me to refuse to pay as it was more than i paid for the enitre order. When I raised it with quay their customer service they advised they were looking into it. After 3 weeks and numerous emails with no response the shipment was returned to them. They now have my money and glasses and have not made any attempt to refund or resolve the issue. I now must open a charge back claim with my credit card company. please please do not order from quay Australia, they shouldn't be allowed to trade and are verging on scamming people with how bad their trading standards are.