Quay Australia Avis 

Terrible customer service! They apparently updated the Highkey line since the last time I ordered a pair, so I received the Mini’s when I wanted the largest option (since when does mini mean large?). They would not exchange the glasses, only return. Then they told me they wouldn’t honor the original price I paid since the discount code is no longer active. There is no price difference between the glasses I received and the larger option, such a scam.

Avoid buying from them. Not only is the product cheap plastic but they are terrible at refunding. I had to contact them after a few weeks. Funny how they knew what I had bought to ask me for a review!! I had to prove what I had sent them back. Luckily I had the proof with recorded delivery but I also had to state exactly what I had bought and returned. Absolute joke. I will never use Quay again! Ever!

I have been trying to get ahold of Quay for over a week now. I paid for sunglasses with a prescription. They emailed me asking for the prescription. Before I could send the script over to them (it only took 2 days) they had mailed out my sunglasses without the script. Now I am not able to get ahold of them. I have emailed 4 times in the last 4 days.

I’m pleased I didn’t see all the really poor reviews before I ordered as I ordered two pairs of blue light glasses yesterday and they have arrived today and I LOVE them. Such nice quality in lovely cases both with colourful glasses clothes all beautifully packaged.
Really am so pleased with them and the service. Plus they were by one get one free. Thank you Quay

I would give minus stars if I could. They bury in their website that they won't refund sale purchases, then claim that you agreed to this when you bought from them. This is despite the fact that UK customers have a right to a refund to their original method of payment for items bought online. Customer service representatives just repeat standard lines and don't respond to your actual points or questions. I'm astonished they're allowed to trade like this.

Absolutely rip off. Ive lost 100£ cus they said they didnt get my return. I have a proof from post office. Customer service without contact nr.

This feedback is from my wife:
I’ve never heard of this company. I was looking for sunnies and QuayAustralia came up. I love the look of the styles on their website. Then I decided to check up on them in TrustPilot and was shocked at all the bad reviews. Put me off them for a month or so. But I liked the look of their sunnies. So this week I decided to bite the bullet and ordered 2 pairs. 1 pair came in the wrong shade. I immediately emailed them. It was in the evening and I didn’t expect a reply. Within a few minutes I got a reply asking for my order number, which I complied. The next day the customer service rep wrote an apologetic email and had initiated a replacement order. I got the replacement the following day. So within 2 days, I got prompt responses and a replacement. Give credit where credit is due. They deserve my 5* rating. I love the glasses. I wore one out for a walk today. I got compliments on it from my walking companions. I have no hesitation to recommend QuayAustralia and will buy from them again

I had ordered over £300 worth of sunglasses so I could try them on at home and see what ones suit me.

I didn’t like any of them so return them over 10 days, I haven’t had anything about a refund. I have emailed multiple times and also messages the Facebook page but nothing has been resolved. I’ll never order from Quay again as they have over £300 of my money and doesn’t look like I’ll get it back anytime soon…

Placed an order over a week ago with no updates. They are not responding to emails or DMs on Twitter. I’m about to report this as fraud to my bank. I should have checked online reviews first! If they can’t handle the volume of orders and inquiries then stop taking orders!

Sunglasses aren’t too bad, although probably expensive for the quality. However, customer service is horrendous!! Will never order from them again. Flurries of automated responses that don’t actually address the issues raised, or aren’t at all relevant, and lazy customer service representatives that will do anything to make your life difficult. AVOID

My order wasn’t processed. It took them 2 weeks to tell me this and reorder via email, they didn’t have the case I wanted in stock and I asked for a replacement but only in one of two colours. They sent me a totally different one. Good quality and nice products but rubbish customer service, really disappointed. I would’ve sent them back but honestly didn’t have the energy. I wouldn’t order again.

What a disappointment. When placing my order the website stated there may be shipping delays, so I was reasonable and gave the order time to arrive, but after a month emailed to chase my order as I had received so shipping confirmation. I did receive a quick response however was informed that due to an "inventory error and high demand" the items I ordered were no longer in stock and a refund had been processed.

I appreciate that there may have been some kind of inventory error however I don't understand why this wasn't addressed immediately after my order - I have to assume my order was missed, and sadly I think I would have received the two pairs of sunglasses and cases I ordered if it had been dealt with in a timely manner. Whilst I appreciate the offer of a 30% off voucher, it's hard to see myself using this company moving forward which is a shame as their products are gorgeous. The line "we wouldn't want you to miss out" in relation to the discount code was also a bad touch.

I wish I had checked here before I placed a $300 order for four (4) prescription sunglasses. Saying their customer service is horrible is a compliment because they literally don't even respond to or acknowledge you, so there is no actual service. I have been waiting for roughly 3-4 weeks for someone to respond to my multiple emails.

There are so many glasses companies out there to choose from, you do not need to purchase from a company with such horrible customer service. In the year 2022, it's shocking that a company would treat their customers this way. It's exhausting!

After a nightmare start, I have to give credit where credit is due, whoever dealt with my query over instagram got my missing order sorted for me, got my sunglasses today and I have to say they’re the most stunning glasses I’ve ever owned, I have a large head being 6ft 6 so went for the oversized, and they fit me beautifully. Great quality too.

Have to say guys, Quay are now a brand of Love Island, so are probably overwhelmed by orders. Maybe expect a slight delay, but trust me, it’s bloody worth it! 5*

Appalling customer service I’m still outstanding a refund for over £150. Emails are just ignored and I returned the glasses nearly 5 weeks ago. Still no one has replied to me!!

If I could vote 0 I would. Data protection breach with my details and have never acknowledged any of my emails even when I have headed Complaint. Really bad customer service as they dont respond at all when things go wrong. I would avoid as they sent me the wrong items with another clients details and my details sent elsewhere.

Awful experience with this company, I will never order from them again.
The sunglasses are cheap quality and they take forever to reply to emails and it took me 4 weeks to get my refund which I had to email them multiple times to actually get it.

AVOID AT ALL COSTS!!!!!!

Their customer service is HORRIFIC!!! They do not have a contact number and take days to respond via email. They do not provide any options to make a process easier for a customer!

DO NOT ORDER.

Purchased a pair of sunglasses on the Quay Australia Nederland website on 22 June 2022. After payment went through, the online merchant reflected was NOT Quay but listed as 'Grantham Hospital Claims Krakow'. Attempts to have the purchase refunded have failed. Attempts at contacting customer service are futile because no one replies. Obviously, no sunglasses have been received. Abysmal.

I had a bad experience after 3 days waiting for customer service to contact me by email and giving them instructions for the delivery . Quay Australia just did what pleased them and just ignored all of my requests bad customer service . Be carful when buying from Quay Australia no contract number to call and they use a delivery company that also has no number to call.