Quay Australia Avis 

Terrible customer service! They sent the wrong sunglasses and I've submitted three email requests asking how to send them back for a refund since there is no phone number to call and I have not received a reply with any instructions. This company seems a bit fraudulent to me and I do NOT suggest to ever order anything from them! They just scam you into buying, then do not deliver what you ordered and good luck getting any money back or the actual glasses you paid for! UPDATE:I did get a reply saying I could send them back at my expense and since it’s overseas they said it’s pretty costly so I could keep them and they’d give me 10% back... that is only $4.50... to keep the wrong sunglasses they sent me! Basically they force me to pay $35 for hideous sunglasses that don’t fit and are pink. I think not... I CANT STRESS ENOUGH-Do NOT give them a penny of your money, they will steel it from you!!!

Couldnt cancel and exchange an order a second after placing it as apparently it had already been processed… rubbish. Got a response from someone who couldn’t even be bothered to read my enquiry and emailed a ‘solution’ that wasn’t anything to do with what I needed help with…. Then they stopped responding.

Useless company with an even more useless experience.

No refund on my return. I now have no sunglasses and have lost £50. Shocking company with zero customer support.

Love the sunglasses this is my second pair, amazing quality and so cute!! I had a problem with my expedited shipping which came a day late then what I payed for and they answer the phone and refunded me in under 5 minutes!! Love love love and definitely recommend

Will not let you cancel order 1 minute after placing, poor quality, Ben’s very easily and nose pieces fall off. Ok

Completed a purchase for 4 pair of sunglasses April 2021 and was really excited to receive. They were purchased as birthday gifts. Weeks later, however, the sunglasses still had not arrived. When followed-up was made, I was then informed by Quay the items were sent to an incorrect address and the shipment was being returned to Quay. I was then offered the option to select DIFFERENT sunglasses instead of what I had actually purchased. I inquired as to why they could not re-send my order to the correct address upon their receipt of the returned order. Nothing but excuses as to why Quay could not send me the original 4 pair of sunglasses I selected and PAID for that they supposedly had sent to me. Complete refund has been requested, was advised my refund will take several days. Extremely disgusted and dissatisfied with the Whole transaction. Would not recommend.

I paid $85 for these "LUXE" collection glasses only to receive cheap looking sunglasses made of cheap material. The style were cute but not worth almost $100 w/ taxes. I read some reviews about the quality being bad but didn't pay attention. I regret purchasing from them. I left a review on their website, and they deleted it! that is very dishonest about the company they only leave the good / 5 star reviews to trick people into buying them!! Please do not buy from their website! unless you want to over pay for sunglasses you can buy at ross or the dollar store! cheap plastic!!!!

THE WORST customer service. I bought 2 pairs of glasses and less than 24 hours after they launched the boho. I reached out and asked if I could get an adjustment or cancel that order. They responded.. yeah we don’t do that. So I waited until they arrived and planned to return and place a second order to get the boho. A ridiculous thing to have to do and poor customer service to begin with. I sent them back a month ago... I have not gotten my money back. I reached out to inquire about when I can expect my money back. The response was directions about how to return... so beyond frustrated. I liked the glasses but will ABSOLUTELY never buy from them again.

Glasses are cute, but they lost two screws (the model had several visible srews for aesthetic and structural purposes). Custumer service was not very helpful since the glasses warranty apparently expires after just three months and I had contacted them just a couple of weeks too late. Sadly, I had only gotten to wear them a few times during those three months, which apparently was already too much for them to withstand. Also, I'm not sure if a three month warranty is even legal in the Eu. Overall, the glasses where of poor quality and the customer service was so unhelpful it felt like they where trying to scam people on purpose. Don't recommend.

I love their virtual try on!! They have suggestions for the shape of your face. They came nicely packaged and the glasses were protected all the way around! They fit beautifully and are SO stylish!! I'm in love!

I purchased some glasses online - there is no way you can try on, so i hoped for the best. They arrived, poor quality, terrible fit and overall too big. Asked customer service how to return and they confirmed all OK to return for a refund within 30 days. Now, Gulshan, at Customer Service says no (irrespective of the previous confirmation in writing) as there was £10 off and he will do me a one time courtesy of a store credit - i'm entitled to that as minimum! Horrible customer service with attitude

Obsessed with their glasses and this brand in general. I only purchased directly twice (mostly buy on ASOS) but the quality is amazing and you can get some good deals. I've got around 10 Quay Sunglasses already.

I placed an order on the 7th of March and never received any emails to update me with my order. I sent 2 emails regarding my order and received a generic email back basically blaming covid. It is now the 22nd of March and I received an email to say there was an error on their system and would I like a refund or my sunglasses. I asked how long would my order be as its already been over 2 weeks to which I got a reply saying I would be waiting another 10 working days so a further 2 weeks to just send out 2 pairs of sunglasses. I asked for a refund and will spend my money elsewhere. Shocking customer service.

Glasses look nice
Customer care team super effective, extremely fast to answer questions by mail, thanks to Alice and Gulshan.

Absolutely shocking! They don't care about the customers. I purchased sunglasses and straight away I noticed I purchased the wrong colour. I emailed Quay straight away and received the response pretty much straight away to say they have already shipped my sunglasses so can't change them but I'm more than welcome to return them. Fair enough...
Next day I receive the text message from MyHermes to say they will deliver the sunglasses on that day (Saturday 6th March). I was not in to receive the delivery. MyHermes tracking stated that they will deliver the parcel the next working day (that by my calculation would be Monday 8th March). By Tuesday 9th March I still haven't received my parcel so I emailed Quay customer services who just basically gave me tracking link for MyHermes. I emailed Quay on Wednesday 10th March again to explain that MrHermes was supposed to deliver on the next working day after missed delivery but they haven't done so and the tracking link hasn't been updated since the day I missed the delivery either. Again, Quay just responded with a tracking link to MyHermes. Seems like they don't even read your emails. I am unable to get in touch with MyHermes as everything is just automated and leads to my tracking link (that just says we attempted your delivery on 6th March and will deliver the next working day). I have now emailed Quay with no response.
I just want a refund now and I will go and spend my money somewhere else, with people who actually care about their customers and the service they provide.

I am not happy that an online shop at this day and age lets you pay for both delivery and return postage. Moreover the glasses I ordered hurt my head, even though they are oversized. I have never received a dispatch note, I would really appreciate an update on my order. Plus the delivery took longer than advertised.

I am so very pleased with my blue light glasses.
The customer service is beyond compare.
Zoe...thank you for all you did...customer service such as this speaks volumes of the company.
Blessings,
Susan

I broke my favourite Quay sunglasses and was so worried to order some on their website based on the bad reviews I was reading here. I had the opposite experience! They answered all my questions quickly and clearly by email, sent my package quickly and I received it in 3 weeks (I’m in Canada). Benefited from a sale for the three pairs I bought too. I’m a happy customer! :)