ComplaintsforQuay Australia
Sunglasses
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Complaint Details
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Initial 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 membershipInitial Complaint
05/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased sunglasses on the Quay website and had it shipped to my apartment. I recently moved to *************, so my credit cards have a different billing zip code. Once I received my receipt, I noticed that Quay charged me taxes for both my billing and shipping code (I.e I got double taxed for city and county taxes). Its not necessarily that Im upset about the amount being charged (which should be refunded promptly) but the unethical behavior behind this sale. A customer should be taxed at the point of sale (I.e shipping zip code). Id like to discuss further with management in the headquarters about this practice to better understand why they do this and also if its legal (which, clearly, they will not know).Initial Complaint
04/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order on April 11th 2022 on quayAustralia.com for sunglasses. The amount was $343.44 and the order number was ORDER NUMBER: #QI-3792500 04/11/2022 I have had nothing but issues since I placed the order-I never got a confirmation email, I contacted customer service about that as well as when the items would be shipped and where the tracking info was. I had to send sever emails before I even got a response. Then I tracked the package several times when it finally said it was out for delivery, so I waited and nothing came in the mail. I have been in contact with their customer service whom have been nothing but rude and havent helped me what so ever. I tried calling customer service to advice that I would get the BBB involved and their response was that they would reship the sunglasses if I have them a different address to shop them to. This is ridiculous! I dont have another address and at this point I want all of my money back!Initial Complaint
04/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
These people took $150 out of my checking account for sunglasses. Three times now they refuse to tell me where my glasses are or when I'll get them and it has been a month. They refuse to answer me and refuse to tell me what's going on so I'm forced here. They stole my money and gave me nothing and now they won't talk to me. They are thievesInitial Complaint
03/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a pair of sunglasses and didn't notice until wearing that the shadng on the lenses was extremley crooked and defective. I contacted quay about an exchange or repalcement and they refused to do anything about it so now I'm stuck with a product that is not returnable and a complete waste of money.Initial Complaint
12/07/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered from Quay Australias website on November 11th, 2021. I had purchased two pairs of glasses from their new RX prescription line. I received no confirmation email about my purchase and no information what so ever but they charged my card. On my Quay account, all it says is my order status is unfulfilled. I was allowing some time to pass due to all of the shortages and such and delays with shipping. I reached out via email to Quay because that's the only possible way to reach them which was also disappointing. I reached out with an email on December 5th, 2021, explaining my situation and that I was highly in need of my glasses because I cannot see at all without them. I got an email response actually pretty quickly that my order had shipped. The email also contained a link to the website where I could track my package. When I entered the tracking number that was sent in the email, the website was saying the number was too long and incorrect. I emailed Quay back on December 6th, 2021, and got a very shocking email response. The email said that the company needed some more information from me before they even make my glasses, keep in mind I ordered on November 11th, 2021 and now it's December 7th, almost a month has gone by. I never received an email from Quay stating that they needed my popularity distance or more info, but they stated in the email that they were trying to contact me via email. They didn't even reach out for a month until I did. I stated my frustration and urgency for my order in the email but just got another unhelpful response from the company that my order will ship in about 25 days. I am highly disappointed with Quay Australias customer service, I don't think I will be purchasing again.Initial Complaint
12/02/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In July ***************************************************************** store credit to repurchase a pair of sunglasses. They were hardly worn and broke right on the screws. They asked for my order number and photos. They offered to send me a new pair but when they realized they where out of stock they offered to refund me to my original form of purchase. They said this may take some time to go through. I waited until August to follow up and was told again that it may take some time. In September I contacted again and was told it would take some time. In October I contacted again and was told that I was over the time limit for a refund and would only be given merchandise credit. I told them that that was not acceptable as I have been waiting since July. I then only received a customer feedback survey as a response to my email. I emailed the customer service again stating that I demanded the refund as promised or I would contact the BBB. I received a response that said I again was out of the refund time limit but that they would investigate. I was then told that I could either receive a merchandise credit or a refund to my PayPal. I told them PayPal would be fine and provided my information. I waited and then contacted and asked if maybe the information wasn't enough to complete the transaction. Without an answer I contacted agin and asked if they had even started the refund. It is now December and I am still awaiting my refund. This is my second BBB complaintInitial Complaint
11/20/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In July ***************************************************************** store credit to repurchase a pair of sunglasses. They were hardly worn and broke right on the screws. They asked for my order number and photos. They offered to send me a new pair but when they realized they where out of stock they offered to refund me to my original form of purchase. They said this may take some time to go through. I waited until August to follow up and was told again that it may take some time. In September I contacted again and was told it would take some time. In October I contacted again and was told that I was over the time limit for a refund and would only be given merchandise credit. I told them that that was not acceptable as I have been waiting since July. I then only received a customer feedback survey as a response to my email. I emailed the customer service again stating that I demanded the refund as promised or I would contact the BBB. I received a response that said I again was out of the refund time limit but that they would investigate. I was then told that I could either receive a merchandise credit or a refund to my PayPal. I told them PayPal would be fine and provided my information. I waited and then contacted and asked if maybe the information wasn't enough to complete the transaction. Without an answer I contacted agin and asked if they had even started the refund. It is now November and I am still awaiting my refund.Initial Complaint
10/18/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered two pairs of sunglasses from Quay from a sale ad on ********* The sunglasses were priced at $29.99. The tracking number did not show up for several weeks until i kept sending emails requesting info on my package. It stated it was at a facility for a few weeks before moving on.I chose to pay in 5 installments and they quickly took my first payment as soon as i placed the order.A month later i received two pairs of sunglasses that i DIDNT order. I emailed them immediately with my complaint but i just got excuse after excuse. They said they didnt have a copy of my invoice nor order. They said it would be too expensive for me to mail them back for a refund, that i should keep them and give them away as a gift if i didnt like them. I asked for them to send me a shipping label but they said no it was too expensive and they already paid to ship it to me. All i want is a refund!!!Initial Complaint
09/20/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 9/6/21 i order a buy one get one free sunglasses. I got a shipped notification on 9/8/21. My package to this day hasent even been scanned or received by **** I reached out to company three times. The first told me to give it 7 business day before they look into the matter. When i emailed them at 7 business day they told me to now give it 10 business day. They refuse to send out a replacement product or a full refund
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Customer Complaints Summary
30 total complaints in the last 3 years.
7 complaints closed in the last 12 months.