Quay Australia Avis 

Very disappointed with Quay and their customer service. My wife accidentally ordered the wrong pair of sunglasses online, contacted customer service immediately, and we were shocked to learn how restrictive and confusing their return policy is.
Their website references a 30-day return policy, but then appears to contradict itself regarding online purchases. In today’s online shopping environment, refusing to reasonably accommodate an unused item ordered by mistake is unacceptable customer service.
Instead of helping resolve a simple issue, customer service was inflexible and unhelpful. We tried taking a calm and respectful approach, but it felt like there was no interest in customer satisfaction whatsoever.

Buyer beware: read every detail of their return policy very carefully before purchasing.

I have always loved Quay glasses and have bought many over the years. I tried to replace a pair of mine that were scratched in the buy one get one free sale they offered and due to the vague and different naming of this style on their website (same style but with 2 different sized lenses that used to be called “mini” and has now changed to “large” and also slight variations in the style names listed) I accidentally bought the wrong size frames. I was wanting to get these for a holiday I was going on in a couple of weeks.

Immediately on receipt of the 3 pairs I bought, I realised and contacted the team to arrange an exchange. I was advised they don’t exchange and only offer a credit or refund. So for a genuine mistake, I could not get the correct ones as part of the sale price anymore (even though the sale was still on the day I realised).

This is very bad given they don’t have physical stores to go into and you can’t return or exchange at their stockists. So if you need to change the glasses you bought in a sale for any reason, you will never be able to replace them for the same price you bought the original glasses for as it takes about 1 month by the time you send them back and have to wait for tue refund or credit. Not to mention you better not actually need to wear the pair of glasses for a month or so!!

By then, most sales have finished and you will then need to buy them at full price. As mentioned, that would be understandable if I could take them in and get a refund or credit immediately on the day but not when you have to wait up to a week to receive the glasses, post back the glasses (over a week until they receive them) and then get told it’s at least 14 days to process the refund or credit! Ridiculous and terrible service for an online store and for glasses which need to be tried on and often don’t look the same on each person.

Sad to say I won’t be purchasing through Quay again.

Ordered 2 pairs of sunglasses 15th of December ok it's the busy season & would except some delays. As of 2day 22nd of January still no sign...... My 1st email was replied to quickly to say it's on to leave it a few more days. Emailed again over a week later no reply requested a refund no reply.
Shocking customer service.
DO NOT SHOP HERE STILL WAITING ON DELIVERY

I was honestly surprised by some of the reviews about customer service because my experience was completely the opposite. I had a really great experience, the team was incredibly helpful when I needed to return an item that I only realised afterward was non refundable. I reached out and received an instant response, and they sorted everything out for me quickly and professionally. The whole process was smooth and stressfree, and I truly appreciated how understanding and efficient they were. Excellent customer service!

Never shop here!!! Ordered 2 pairs and noticed when checking out it had saved old addresses to my customer profile and never got the chance to enter in my shipping address (like 99% of online retail sites) I immediately emailed support and updated the address on my profile, and customer support literally suggested to 'contact the people at the wrong address to send to me'. Wtf?!? Are you serious? The order hadn't even been processed yet.. a simple task every other co pany could manage. Literally stole $100 and said 'get screwed'. Worst customer support EVER and I dont ever take the time to write reviews

Staff were great. Went home and tried on virtually which is really helpful, when you don’t have time at the store. Brought them at buy one get one free so got 2 for one. I love them, they are comfortable and great

Horrible horrible customer serice all around. Don't honor their 30 day return window as promised and make subpar products which aren't worth the money. Would never EVER order from this company again and don't recomend anyone waste their money with this company

I ordered two pairs of sunglasses and noticed they did take a while to arrive. This made me search reviews and I became worried. However I received the glasses yesterday (28th) and tried them on and even though I’d tried them on virtually they didn’t look great on me. I emailed customer service who responded straight away. Issued a refund immediately and today the money has gone into my account. Amazing service!! The only reason I have deducted a star is because it took ages to receive them but other than that I can’t fault the company.

I have one pair of Quay sunglasses that I do like. I thought I would order another pair and VERY disappointed that it takes 10 days to get them!! Come on Quay, pick up your on getting the product to customers!

Words cannot explain how horrible my experience with Quay Australia was. I have been using their product for years now and on my most recent purchase I made a mistake with my order. I emailed them immediately and was told that I cannot change my order until they send it to me and then I had to return them. Once I received my order I sent it back which was on the 25th of May, then I was told I have to wait 10 days for the refund. No refund after 10 days, so I emailed them on the 17th day and was told I will get my refund in 14 days even tho it's been 17 days.. They are absolutely terrible, service is horrible, the product is as good as a chemist brand and most importantly they are thieves. Buy elsewhere

My original order went missing after being left outside by the delivery company. Quay were so helpful in organising to resend the items out straight away! I thought it would be hard work but they made it so easy which was very appreciated! Every person who emailed me did so straight away and with the utmost courtesy! Great customer service.

Don’t buy anything if there’s a chance you need to return. It’s been over 3 weeks since my return was delivered back to them. Every email I send customer service is responded with a generic email that doesn’t address my questions or concerns. So many people clearly having the same issue with returns, their rating on better business bureau is pretty awful. Should have done my research before purchasing from this company. All it provided was a headache.

Liars. Total liars. Their websites states
“International orders shipping outside of the United Kingdom may be subject to Customs duties and taxes at destination. Please note these are excluded from your purchase and will be your responsibility to pay to Customs directly.“ I am in the United Kingdom. That means I won’t be charged customs. Then they decide to ship from America and tell me I have to pay customs. Absolutely disgusting.

Update: Apparently it’s just this same person in all the reviews below that provides incorrect information to customers. He confirmed that I would have to pay additional customs charges. Then I get a new email that said actually I wouldn’t it’s already been paid. Unsure which person is telling the truth. We’ll see if my package ever arrives. Huge scam company, stay away.

Was not feeling confident about my purchase after reading recent reviews on this site. I’ve bought Quay sunglasses for years and never had any issues. I was surprised at the price, you used to be able to get a BOGOF deal for £40, 2 pairs for this price. It has now doubled to around £80 for two pairs on this offer. I also never realised they are now a US based company and I waited almost 3 weeks for my delivery. I did email customer services to ask where my order was and received a very prompt and informative reply. The glasses finally arrived and feel the quality is still the same, was happy with my purchases. The 3 stars is reflective of the significant price increase of the products and the fact they are shipped from the states and delivery time is very long. They don’t seem to be transparent about this on their website.

After an online purchase I immediately realized I used a prior address and contacted Quay to either cancel or change to the billing address. Quay's reply: an attachment of their policy, was told no changes to any order (even though I immediately reached out), check the address next time I order, tell the carrier to hold my delivery or to change the address with the delivery/carrier. There is no way the carrier will be able to change the address and Quay refused to cancel. All of this occurred before I got a notification my order shipped. They have lost a loyal customer and will take my business elsewhere. Update your software and have better policies in place for paying customers.

im really started to hate dealing with quay customer service. i wanted to buy several pairs of glasses as a gift and my phone auto filled the wrong address and hit submit without noticing that. 1 minute later i reach out to either cancel or update address and they stated that its been shipped???? saying that i have to reach out to that address (whoever that might be) to hold on to the item or return it? what kind of service is that? I will never do busniess with this company again and hope they shut down. DO NOT WASTE YOUR MONEY ON SOMEONE THAT WILL TAKE YOUR MONEY AND NOT HELP YOU WITH THE PROCESS...

The quality has significantly declined. I refuse to spend money on products that aren't scratch-resistant. Every pair of sunglasses I've bought from this company has had frames that become scuffed and scratched within the first month. If I'm paying $95 for sunglasses, I expect a much higher standard of quality.

This is basically a scam. They claim to be UK based but actually ship from the US meaning there will be delays, and potentially VAT and customs charges on top. This is not detailed anywhere on the site which proports to be UK based. My tracking number did not exist with he carrier, and the link to track my order on the Quay website led to a page saying "this link doesn't exist". The t&c on the site are also not in line with UK consumer law, claiming that you can't get a refund on sale items. Avoid.

When I lived in Australia I discovered this company making cute affordable glasses. Once I moved to the UK I kept buying their products happy they shipped here too.
I just got a marketing email and clicked on it to see a 100% increase in their prices??? They are literally doubled and they were already quite expensive in the UK! And their designs just become really basic and lazy (originally they had some really cute at affordable prices).
Boo boo Quay...

Great price, Great sunglasses, great customer service!!!