Reviews

Review Details

• Review fromMelodie L

  Date: 06/20/2025

  1 star
  My order is lost and their customer service never replies back. They only have email correspondence no phone number to call. They ship *** to post office, and neither company had possession of my package, *************** for a refund

• Review fromMinerva P

  Date: 03/21/2025

  1 star
  03/21/2025: I had ordered two sunglasses, and returned them because they seemed pretty cheap. Their warehouse received the sunglasses on Feb 28. The website says that it takes up to 14 business days to receive your refund. I should have received my refund by March 20, 2025. I had actually emailed them prior to this checking on my refund status. They assured me I would receive it by March 20, 2025. I had used Affirm to pay for my purchase. They never refunded me my money. When I called on 3/20/2025, I was told that their system had an error processing my refund and that they had to refer it to management and "escalate" the issue. It would take 24 hours for management to get back to me. No call and no email received. I decided to call ****** and dispute the Quay transaction stating that I returned the product but the company was making some excuse that they could not refund my money. I decided to go on BBB and found several customers have had similar issues of not getting a refund. When I followed up today (3/21/2025) I was told that they would not refund my money because there is a dispute opened with Affirm and that I had to drop the dispute in order for them to process the refund. I called Affirm to drop the dispute, but now, I have to wait 3 to 5 business days before they drop it. This is absolutely ridiculous...furthering the delay of my refund. When I asked for management at ****, I was told that there was no manager available because it's after hours. I was told customer service is located in the **. Terrible customer service. I think I'm just getting the run around, so it goes beyond the 30 days, so they'll say they can't process the refund and can only give a store credit. Total **. I'm extremely pissed!

• Review fromJulie S

  Date: 07/29/2023

  1 star
  **************** is non existant! I purchased in store. I wanted a pair of prescription sunglasses as well as a regular pair, the associate helped me no problems. Then 21 days passed and I received no shipping information. I emailed as there's no phone number on the website to call, I get a response that they can't see anything as the order is in process and I should get a shipping confirmation soon. Next thing I know they are emailing me saying the glasses I want are no longer in stock. I have to pick a new pair or get a refund. I respond right away with the pair I want. NO RESPONSE for a week. Then they email again saying the same exact thing! Still no resolution still no idea if the order has been processed. I don't think I'm asking for much. Going on a month and a half now. I will take my business else where as these people have no clue what they are doing.

• Review fromKathleen W

  Date: 07/20/2023

  1 star
  Well, wish I would have looked at this BBB review page before I ordered the Quay sunglasses. I received my order, tried them on, didn't like them, and returned in the original package with all of the packaging material. This morning I got an email "gift card" for the price of the sunglasses minus $7.00 for the return shipping. I sent an email stating that I don't want a gift card as I don't like their sunglasses, mainly because I don't like the name QUAY in big white letter on the front of the lens. I got an email from ***** saying "they" had be notified that the glasses were returned damaged!!! I know this is BS, but, of course can't prove that. I sent an email back that I find this hard to believe and I will be contacting my credit card company!!! We'll see what happens next!!!!

• Review fromElizabeth v

  Date: 07/11/2023

  1 star
  I emailed them from second i made a mistake. I was trying to purchase sunglasses when their website glitched and checked me out. I didnt put any of my information in. They told me they cannot cancel that order. No reason why , that i have to wait to enjoying my sunglasses before i can do a return? is the response i got

• Review fromAmit E

  Date: 07/03/2023

  1 star
  I purchased two glasses from them two months ago and after two months one of the glasses has melted glue the damage the glasses I came to the store to replace that and they said they dont have any warranty and they treat me really bad the damaged it happened to the glasses was from Theyre cheap quality and they supposed to replace the glasses if its caused by their quality and not by an accident Very disappointed from the quality and from the treatment I receive

• Review fromAva W

  Date: 06/29/2023

  1 star
  Purchases with Quay:1 - In-store: No problems. 2 - Quay: Sunglasses had finger prints all over them (floor models?) and one pair had a "foggy" lens 3- Quay: Ordered usual size: LARGE. No issues. This was MAY 2023 (* date is important)4 - Amazon - No issues 5 - Quay: *JUNE 2023 - had to buy new ones (lost others). As ALWAYS, purchased size LARGE. What I got was size "MINI" (labels were clearly marked "MINI"). Email with Quay, below.ME (6/27/23): "Please review my order, below. Compare that with what I was sent (attached pic). What was ordered were LARGE (all three pairs - see below)What was received was MINI (all three pairs received - see attached pic)I need to know how to return these and get a refund.thank you."(( NO REPLY FROM QUAY ))ME (6/28/23): "Your return system is not recognizing my order number or zip code. If I do not hear back by tomorrow morning I will contact my bank and dispute the charges and seek refund WITHOUT a return. Please assist me with this return." (( RESPONSE FROM QUAY 6/29/23 ))"Hi, Thanks for your email.We now offer new sizes for more faces, and to provide you with an easier shopping experience, weve updated our size names to Small through Extra Large.Currently, we have the following sizes available for our top-selling HIGH KEY sunnies:(Formerly Original) Extra Large 153 mm (Formerly Mini) Large 146mm While we phase out our old size names (micro, mini and oversized), you may still receive a frame with the old name on it. If that is the case, please be assured that it is still the correct size that you selected while shopping. Thanks again for reaching out!Cheers, *** Quay Australia ************* Team" (( ME, 6/29/23 ))"Charge has been disputed with my bank, CHEERS!"A better, more appropriate response would have been:"We are sorry for the confusion caused by our lack of clarity. You will be refunded the ENTIRE amount, including shipping. We VALUE you as a customer and hope to EARN your business again"

• Review fromFernando C

  Date: 10/20/2022

  1 star
  I ordered two pairs of sunglasses from their website and I had an originally delivery date of today. When I checked the status this morning, the delivery date had been moved to this Saturday for no reason and with no explanation. To make matters worse, their customer service team basically ignored my question and replied with the most generic email ever. Very, very disappointing experience to say the least.