ComplaintsforQuay Australia
Sunglasses
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Complaint Details
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Initial Complaint
02/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My order arrived January 13. I realized upon opening that it did not fit and was not worth the sale price I paid so I started a return on their site and sent the order back January 16. On their end it says they received it January 30. I had received no communication and nothing refunded to my bank account so on February 15 I messaged them. That is when ***** said my glasses were final sale which they were not. I asked her to show me where it said final sale and she herself could not show proof. She refunded me for the repair kit, and gave store credit for the glasses. I just want my money back in full.Initial Complaint
10/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Shipped 9/29/2022 Order QI-******* Order lost in transit. I have placed multiple orders with this company in the past and have never had a problem with them. My order went from California to Fla where it sat for almost 2 weeks. Then it went the PA and has stopped Moving again. *** sent several emails to the company and I keep getting the same scripted message. First message said theyd refund shipping cost. Which I did not pay. I asked for a replacement they refused. I asked again. They refused. So I asked for my money back since its been in transit for nearly a month. They again refused. They will not fix the problem. If this is the type of service i am going to receive when something gets lost or is never received then I will not place anymore orders and I will cancel my membership. This is terrible customer service.Initial Complaint
09/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered glasses on September 2nd. Supposed to be delivered that Thursday. *** transferred sunglasses to ***** Items are MISSING!! No delivery. Contacted Quay several times. NO HELP!! I want a refund or I want my glasses.Initial Complaint
09/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On August 14 2022 Order # QI-******* Total $235.83 I contacted Quay to inform them my items never arrived. August 21, 2022 Hello my order shows that its been delivered and I dont have my items nor have my neighbors seen it. Please let me know what can be done. Thanks so much Quays Response Thanks for your email. We are so sorry for the inconvenience caused by your missing order.As a courtesy, we would like to have a replacement order reshipped out to you. As there has been an issue delivering to this address, could you please confirm an alternate address that we may ship your order to and we will have a replacement sent out to you as soon as possible.Let us know if you need anything else.Cheers,Ben Quay Australia ************* Team Response To Quay August 22 I then responded I would be out of town and no longer would like them at this point Response From Quay August 22 Hi,Thank you for your email.I am sorry to hear this.I have gone ahead and forwarded this to our escalations team who will be looking into this for you.Please lookout for an email from them within the next 48 hours.Let us know if you need anything else.Saph Quay Australia ************* Team This was the last email and no responses since then! I have tried over and over even created a new ticket and no response has been given all emails available for proofInitial Complaint
08/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a pair of sunglasses back in 2020 for my vacation. On vacation I noticed the glasses fit my face a little slanted. Never paid that any mind, I recently had a vacation July and tried the glasses on again and seen that they were defective. I reached out to Quay via email to explain the situation but because of me not being able to find my original email I didnt get anymore help.Initial Complaint
07/05/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My order number is QI-******* . I would like to exchange the Level Up pair for another pair of the High Key sunglasses because the Level Up glasses were not flattering on me. Prior to purchasing the sunglasses, I consulted an online stylist on your site who recommended the Level Up glasses. They look awful on me.An employee emailed me back and said that I need to send both glasses back since I got them during BOGO. I will not do this because I like the High Key sunglasses. That seems unfair to me. I want to only return the Level Up and requested another pair of High Key be sent back.What I find interesting is that I received a response almost immediately to my initial email, but didnt get another response to any of my emails that I sent voicing how I disagreed with what was sent.Initial Complaint
06/24/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I placed an order for two pair of glasses and I received an email they were delivered on 6/22/2022. Well they were never delivered and I never received them. I have tried for days to email them and the local post office with no responses from both. I feel like they are just a scam after reading all these emails. Unfortunately I didnt read them before. I just really love the glasses and hoped to be wearing them by now. Never again will I purchase from them.Initial Complaint
06/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order with them and didn't not get timely responses from their customer service team after inquiring about shipment information weeks after placing the order. I kept getting generic responses without any kind of response directly addressing my issue. Now that the order has been shipped, it has been stuck in transit since June 9 and I wasn't getting any kind of response from their team. I'm now asking for them to refund my order because I feel like its now lost and nobody is respondingInitial Complaint
06/22/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I returned two items to this company. Both have been received by their **** house on their end. Ive emailed to ask about where my confirmation is about the refund or even that they received it. One person said they didnt see it on their end. And asked for a tracking number: the other asked for order numbers. Ive sent all of these and they havent responded still. I looked in their social media and looks like so many people have the same issue. I want to be refunded . AsapInitial Complaint
06/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Please note that If I don't receive a refund from this company, I'll survive. Though I am very upset with my experience, what lead to my report was reading reviews for this company and finding out that my experience wasn't even the worst.I made an order from Quay Australia on May 13th. The order was a mistake because I ordered the right product, wrong colour. This is solely my mistake and I accept that. I call their help line and I'm told that even though the order was made less than 5 minutes ago, they cannot cancel it. I can however ask *** to not pick up the item. I tried this option and it proved ineffective seeing as I received a tracking number and it was still on it's way to me. I figured there might be duties so I hoped that when it would arrive I could refuse to pay and it would be sent back, but that didn't happen. Their website says that items can be returned for a flat fee of $5. This was my mistake so I was willing to pay to return it. However, nowhere does it say that returns are only available for US customers seeing as they only use ***** I contacted them to tell them the situation and they said I can pay to have it shipped to them. I am wary of this option seeing as there are reviews online from people who have returned items to them and been told it never arrived, or they've returned two pairs and the complaint claims they only received one. There are multiple reviews like this online.I do have another issue with the company based on a membership I ordered for an item thats no longer available, was told I could order from the actual Australian site by their help chat, only to be told later that I can't. I'm only mentioning this because it stands to support the go around and misinformation that customers receive at each end of this company.I'm hoping to receive a refund but I'm worried if I ship it back I'll be out an item, a refund and the money spent on shipping, in addition to the cost of my own mistake, purchasing a membership
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Customer Complaints Summary
29 total complaints in the last 3 years.
6 complaints closed in the last 12 months.