Quay Australia Reviews 12

Words cannot explain how horrible my experience with Quay Australia was. I have been using their product for years now and on my most recent purchase I made a mistake with my order. I emailed them immediately and was told that I cannot change my order until they send it to me and then I had to return them. Once I received my order I sent it back which was on the 25th of May, then I was told I have to wait 10 days for the refund. No refund after 10 days, so I emailed them on the 17th day and was told I will get my refund in 14 days even tho it's been 17 days.. They are absolutely terrible, service is horrible, the product is as good as a chemist brand and most importantly they are thieves, no money return. Buy elsewhere

Liars. Total liars. Their websites states
“International orders shipping outside of the United Kingdom may be subject to Customs duties and taxes at destination. Please note these are excluded from your purchase and will be your responsibility to pay to Customs directly.“ I am in the United Kingdom. That means I won’t be charged customs. Then they decide to ship from America and tell me I have to pay customs. Absolutely disgusting.

Update: Apparently it’s just this same person in all the reviews below that provides incorrect information to customers. He confirmed that I would have to pay additional customs charges. Then I get a new email that said actually I wouldn’t it’s already been paid. Unsure which person is telling the truth. We’ll see if my package ever arrives. Huge scam company, stay away.

I have bought a few different pairs of sunglasses from this company since 2020. I bought 2 pairs of Hindsight sunglasses on separate occasions, the second been to replace the 1st pair that developed noticeable damage from the glue used to attached the lenses to the frames, the glue has seeped out under the lenses causing visual blemish to the lenses making the lenses not fit for purpose.
I purchased the same pair of sunglasses again and the same issue occurred.
I sent images of this damage to Quay to which they did not care to resolve. It is clear that the materials used for the Hindsight lenses have a design flaw within the materials used to manufacture the glasses.
Wouldn’t recommend this company

I don’t understand how a well known company can have such a long delivery time. Standard delivery is 5-7 business days so WHY have I placed an order on 6th Feb and haven’t even had an update on my delivery. Absolutely pathetic.

I have two accounts with Quay Australia. They will not close both accounts after numerous requests. They actually make it difficult to even access your account. You have to go to checkout, and then try and login that way. Additionally, when you try and access your account via the top portion of the website, a page stating, “Not to be shady, but this page isn't real.” What kind of business runs that way? I emailed them on 09/03/2024, since there is no option to close account. They responded that someone would reach out. On 09/18/2024, I again emailed requesting my account be closed. They still will not respond by confirming my accounts are closed. They are holding my personal information and I no longer wish to do business with the company. “In California, the California Consumer Privacy Act (CCPA) grants similar rights, allowing consumers to request the deletion of their personal information from businesses.” Yet this company will not respond or delete my personal information. I continue to receive advertisement emails, but no actual emails with substantial acknowledgement my accounts have been closed. I have also taken the liberty of filing a complaint with the FTC & BBB regarding this same issue.

Do not order from them they will send ur parcel to the wrong place and they won’t sort it I send them email the address is wrong they don’t care !!! They will still send it took 70 pounds of me !!!!!!!!

Perfect 👌 best quality glasses i am received, ordered 8 march arrived today, very fast delivery.

no info for the parcel, impossible contact support, the parcel didn't arrive and the order was placed 2months ago!

I made a mistake with my order and contacted them within a minute or two or order submission. They refused to make changes to my order; fine. But they also refused to cancel my order (so I could place the correct one), even though it hadn't shipped and wouldn't ship for multiple days. They told me the only option was to wait to receive the order after several weeks, and then pay more money to ship it back to process a refund; "Unfortunately, once an order has been placed we are unable to make any changes to the order whatsoever, this includes canceling the order." Ask yourself; have you ever encountered a company with this kind of policy in this century?

No stars, really.

Purchase made online 6 weeks ago. I've made numerous attempts to contact them but no response.

I have now escalated to NSW Fair Trading seeking a full refund