Ava W.

I have purchased Quay sunglasses for several years.

1. In-store: No problems (what you see is exactly what you get).

2. Quay (direct purchase) - Sunglasses has finger prints all over them (floor models, I am guessing) and one pair had a "foggy" lens (something was in the mirror tint that couldn't be polished or wiped away --> production flaw?)

3. Quay (direct purchase) - No issues. Mind you, this was MAY 2023 (** date is important because of what ensued)

4. Amazon - No issues (and if there ever are issues, 99% of the time, returns are a breeze with Amazon)

5. Quay (direct purchase; this was JUNE 2023 ** --- JUST ONE MONTH LATER):
I had to buy new sunglasses because I lost the others during a trip). I purchased the same ones, plus an extra pair. As ALWAYS, I purchased size LARGE. What I got was size "MINI" (see the attached pic --- the labels are CLEARLY marked "MINI"). I disputed the charge with my bank after non-response from Quay, followed by stupid response from Quay (see below). Essentially, what they replied with was: "we changed the name of all the sizes. What used to be 'mini' is now called 'large' and large is now 'extra large'" This is between MAY 2023 and JUNE 2023 - and I was somehow supposed to know this? And why, then, was the virtual fitting THE SAME (showed the original "LARGE" on my face)? At WHAT POINT would I have been clued into a size-name-change? But do you think they apologized and offered to refund me EVERYTHING (including shipping)? You already know the answer to that question (Quay has horrible reviews on every major review site to include BBB where their rating is a D- and almost all the complaints are for jacked-up orders and returns).

My email exchange with Quay is below.

June 27,2023, I emailed:

"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))

On 28 Jun I emailed again:

"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."

On 29 Jun, Quay customer service (the infamous "Ben") finally replied:

"Hi,
Thanks for your email.
We now offer new sizes for more faces, and to provide you with an easier shopping experience, we've 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,
Ben
Quay Australia Customer Care Team"

(( NOTE: I DID NOT RECEIVE LARGES - I RECEIVED WHAT WAS MARKED MINIS - AND THE SITE DID NOT INDICATE A SIZE-NAME-CHANGE: see attached pics of what I got as compared to what I ordered))

On 29 Jun, I made my final reply:

"Charge has been disputed with my bank,
CHEERS!"

I think what "Ben" / Quay is REALLY trying to say is:

"We are so sorry that we do not post on our site that we changed size names so that you have no idea that you are not getting what you think you are getting. You see, we've had trouble selling the minis and are WAY overstock. So, to mitigate our losses, we simply changed the size names so customers who order a 'large' think that they are getting what used to be large, but we really send them minis - tee-hee, tee-hee. And, even if you are successful returning them, we will STILL bill you for any/all shipping charges. CHEERIO! Ben(edict Arnold)"

This company is made up of a bunch of JACKHOLES (since I can't post what I REALLY want to call them). Don't believe me? Look at other review sites: the product is generally good but Quay apparently decides what you are going to get - and you can't get all of your money back if you don't like their choices for you)

What a professional business would have responded with is:
"We are sorry for the confusion we cause via lack of clarity. You will be refunded the ENTIRE amount and not charged any postage fees. We VALUE you as a customer and hope to EARN your business again"

**** DO NOT BUY DIRECT FROM QUAY ****

I'll sum it up with a message that I left directly for Ross and Simons:

"Wow! You guys are criminals. I've been closely following prices in your catalog and online and you guys claim to reduce prices when you actually INCREASE THEM. I even looked back at my own order history and caught you! I got item ******* at the "super deal" of $149. And now you guys are listing it at $249 as a supposed "clearance". Hahaha. Oh my god! I am absolutely done shopping with Ross and Simons! And I'm going to write reviews on other sites to explain what I've seen!"

Y'all, that is just ONE EXAMPLE of suspect pricing. There are many others I've caught, over time.