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Business Profile

Sunglasses

Quay Australia

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sunglasses.

Complaints

Customer Complaints Summary

  • 22 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/03/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 4/21. About a week later I noticed that my tracking hadnt updated and my package hadnt moved from **********. When I reached out, they gave me another tracking number and asked me to wait and contact them on 5/3. On 5/3 I still had not received the package and the tracking had not updated on either of the tracking number links I received. When I reached out, their tracking number miraculously showed delivered. I told them I checked my mailbox and all places a UPS driver might drop a package and they told me to wait ANOTHER 48 business hours. This was Saturday morning so of course I actually have to wait approximately 3-4 days. This is beginning to feel like a scam.

  • Initial Complaint

    Date:05/01/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I returned the sunglasses that I purchased and have confirmation on the **** tracking that they were received in their warehouse on 03/21/2025. When I initiated the return I received an email with instructions. After not receiving my refund I have replied to their email on 5 separate occasions asking about my refund and immediately receive their automated response saying to allow 14 business days for refund once my return is received at the warehouse but never get an actual response from anyone reviewing my inquiry. The only option to contact them is their ********************* which only gives the generic response, there is no phone # to call.

  • Initial Complaint

    Date:03/13/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a new sunglasses less than two weeks ago. They were poorly made, and arrived defective, the arms are completely uneven and make them sit crooked on my face. I cannot even wear these glasses. I contacted Quay letting them know that they sent me a defective product and that I would like one cent that are not defective or an exchange. They told me the sunglasses were “not under warranty” when they were ordered less than 2 weeks ago, arrived less than a week ago, and were defective when they sent them. Completely unacceptable.

  • Initial Complaint

    Date:11/22/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Merchant refused to reissue a return label for *** after I informed them my current location does not accept **** package returns larger than an envelope. They are now refusing to accept any return, exchange or refund past their policy limit. The item was not final sale, is a new item and still in its packaging.

  • Initial Complaint

    Date:10/03/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 2 pairs of prescription eyeglasses. One pair was intended to be my regular eyeglasses for everyday use. The second pair was specifically requested to be readers at a +1.25 strength. I was assured that this was not a problem and they could segregate the prescription into two different eyeglasses orders. When they arrived, I received two of the same pairs, which was everyday use glasses. I specifically need my readers because I need them when I wear my contact lenses. The company admitted in an email that what they did was "blend" my prescription to incorporate the distance and the reading into one pair of glasses. That is specifically not what I asked for. I am getting pushback from the company in refusing to fix this issue for me. I have offered to send back the incorrect pair to be fitted with the proper lenses and they seem to not want to own their mistake. I have enclosed my communications with the company showing that my reasonable request is being dismissed by the company.

  • Initial Complaint

    Date:07/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a pair of Quay sunglasses that was labeled on the site as a size large sunglasses. When i recieved them, they had a label saying the sunglasses were the **** version of what i ordered. When i reached out about being sent the wrong product, they told me they now call the mini sunglasses the large, which is misleading to customers. I sent back the sunglasses in original packaging with no damages. **** claims to process refunds within 14 days of receiving your return. It has been 14 business days since my return was processed and yet i have not been refunded my money. Quay advertised all refunds be processed within 14 days, which is a lie. All I want is my refund and to be done with this situation.

  • Initial Complaint

    Date:06/07/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:05/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:04/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:03/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I sent $500 to Boarder Express for a parcel using Bitcoin and it was received but the company is denying they received it

Quay Australia is NOT a BBB Accredited Business.

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