ComplaintsforQuay Australia
Sunglasses
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Complaint Details
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Initial Complaint
06/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I ordered 2 sunglasses 2 weeks ago and I don't like them. They don't provide QR codes for returns so I had to pay $4 to *** to print the label and take the package to ***** 2 days later my package is back on my doorstep as return to sender.The shipping label provided by QUAY must've not been adequate for ***** Their response, "We apologize for the inconvenience regarding your return. We recommend attempting to return a second time by visiting your nearest *** location. If you experience an issue with the return then we suggest shipping your return to the address below using the cheapest, traceable method. The customer is responsible for any postage fees for returns. We recommend keeping the return tracking number for your records as we will require this to process a refund for the return."Why are they recommending I go to *** now when their original return label clearly states "Bring your package to the nearest **** location."? Also, their return policy states they're going to deduct $7 from my return for shipping, but now they want me hold me responsible for paying shipping AGAIN because their provided label was incorrect?At this point, It'll be over $20 out of my own pocket for this return!!Horrible customer service! Will not be ordering from this company ever again.Besides, the last 2 sunglasses I ordered from here - one broke less than a year of owning them and the other had the polarized lens bubble up only after a couple of months of owning. Their product is not even good quality for all this trouble. I would like for them to pay for my shipping altogether for the trouble that I've had to go through for this.Initial Complaint
05/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered two pairs of sunglasses. When I received them, I absolutely hated the way one pair looked so I decided to return that pair. On their website it says you have 30 days to make returns for a refund. I received the sunglasses on 4/20 and submitted the return on 4/21. I never opened them or took off any tags or ANYTHING. I repacked the sunglasses in the same box and PAID for shipping myself. Most companies offer free returns so that was the first annoyance. Secondly, it took two and a half weeks for them to receive my sunglasses even though they arrived after a week of shipping them. Today I received a BS email saying they would not provide a refund because the sunglasses were damaged. I asked for photos of proof of this because I barely even touched the sunglasses and they definitely werent damaged when I saw them last. They have not provided any proof of damage and refuse to give a refund. How can you charge a customer for shipping on a return and then still not give them a refund? Absolutely awful customer service. Beware buying from this brand!!!!Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Received my sunglasses on Saturday 4/27 and they were bent. No case and no invoice no packing material. Just my glasses flipping and flopping around in the box. I emailed customer service right away. I was told this wasn't covered under warranty and to take them to a random store to have them fix them. I ordered these for vacation this weekend and looks like I'm out of luck. This is horrible customer service!Initial Complaint
03/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I sent $500 to Boarder Express for a parcel using Bitcoin and it was received but the company is denying they received itInitial Complaint
02/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I requested a return on 12/25 and took my package to **** as instructed on 12/26. My package has been lost since 12/26 and I havent gotten any answers or my refund from **** or Quay Australia. Quay has insurance on the package and should be able to process my return and file their own claim with ****.Initial Complaint
12/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered 2 pair of sunglasses 12/13/2023. My package departed *** 12/16/2023 enroute to ***** Since 12/16/2023 the package never made it to **** and I have no update since then. Its been over a week. I emailed quay customer service. They tell me give it more time. I call both *** & **** to file a claim for my lost package. They tell me I cant because the package did not have insurance. **** said it will have to be returned for my money back. However, without receiving it and being lost, RETURNS ARE IMPOSSIBLE??? I PAID $230 And have absolutely NO help or answers other than wait it out & hope it lands back to Quays address itself. Ridiculous!!!!Initial Complaint
06/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a pair of sunglasses on June 1, 2023. The sunglasses were delivered on June 6, 2023 and were damaged on the frame. I contacted Quay customer service via email on June 13 requesting a shipping label to return the sunglasses. Their webpage would not allow me to return an item without paying for shipping. **************** contacted me via email on June 14 to inform me that I would have to pay for shipping in order to return the faulty sunglasses. I continued to contact them to explain that the glasses were defective and that I should not have to pay to return a faulty item. They offered to send a new pair, which I do not want, as the sunglasses are flimsy and the quality is very poor. Rather than refunding me, the company is attempting to either charge me money for shipping defective glasses back or keep the money for the sunglasses and send another pair of poor-quality glasses.Initial Complaint
06/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order for 3 pairs of sunglasses over two weeks ago at this point and still havent received them. I had to contact customer service twice just to get the shipping confirmation email and when I did it states it was delivered somewhere else! Ive tried to contact their customer service again and its funny how nobody will get back to me about the missing package!I want my money back now!Initial Complaint
05/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I placed an order for sunglasses online on April 21st. I ordered 5 pairs, totalling more than $90 so I qualified for free shipping. My bank account was charged and I received a Paypal receipt email, but never an email confirmation from quay, nor any tracking info for my order. When I go on the website and check on my order, it says processing....It's been a few weeks and I'd like some information.... I would like my sunglasses or my money back. I tried emailing the name on the pay pal receipt **** it came back user unknown.I also tried reaching out to the company with their"contact **" link on their website but haven't heard back.Initial Complaint
04/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
They sold me a defective pair of glasses but will not take exchanges. If i want a refund, i have to have original tags. I do not have original tags because *** had them for a week. The lens is extremely blurry and makes me dizzy to where them. There is something wrong with them. . I have other Quay glasses and i dont have this issue. So, i cant return or exchange a defective pair of glasses that i cant wear. Isnt that stealing or fraud or something?
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Customer Complaints Summary
29 total complaints in the last 3 years.
6 complaints closed in the last 12 months.