I had a very disappointing experience with Quay while purchasing prescription glasses. Initially, my experience was excellent. Linda helped me choose my glasses, took the necessary measurements, and entered my prescription. She was friendly, professional, and made the entire process smooth. About 2 1/2 weeks later, my glasses arrived. As soon as I put them on, I noticed I couldn't see clearly through the right lens. My vision was blurry, and I immediately knew something wasn't right. I returned to the store and was helped by Twila. I explained that I couldn't see out of the right lens. She printed my prescription from their system and told me the glasses had been made exactly to the prescription on file. She insisted there was nothing wrong with the glasses and repeatedly told me the problem must be my prescription, recommending that I schedule another appointment with my optometrist. While looking at the printed prescription of the glasses, I noticed the axis for my right eye was made at 58. I asked why it was 58 when my prescription on their receipt said 57 and whether that difference mattered. Twila told me that a one-degree difference wouldn't matter and again insisted I needed to see my optometrist. I tried explaining that if I rotated the glasses about 90 degrees, my vision became clear, which made me believe the lenses had been made incorrectly. She proceeded to tell me that I need to wear the glasses and get used to them. I mentioned that I did not want to try to get used to them because it hurt my eyes. Instead of listening to what I was describing, I felt like I was repeatedly talked over and dismissed. After leaving the store, I researched whether even a small change in the axis could affect vision. Everything I found suggested that the axis is very important, so I called the store to ask again. Twila answered and once again told me that the degree difference didn't matter and that I needed to return to my optometrist. Feeling like I wasn't being heard, I scheduled another eye exam. My optometrist confirmed that my prescription was correct and that the glasses were manufactured incorrectly. The issue wasn't a one-degree difference--it was 100 degrees off on the axis of the right lens. My prescription should have been 157, but it had been entered into Quay's system as 57. I immediately called the store back, and Linda answered. I explained that my optometrist had confirmed the prescription was correct and that the glasses had been made incorrectly because the axis had been entered as 57 instead of 157. While I was speaking, I could hear Twila in the background saying that she had already told me to go back to my optometrist and that a one-degree difference didn't matter. Hearing those comments while I was trying to explain what had actually happened only reinforced how dismissed I had felt throughout this process. I was also told that the prescription couldn't have been entered incorrectly because they use an AI system to transfer prescriptions into their database. However, in this case, the AI clearly omitted the leading "1," changing 157 to 57. Regardless of whether the mistake originated with the AI or another part of the process, the prescription should have been verified by an employee before the glasses were ordered. I understand that mistakes happen. My frustration isn't that an error occurred--it's how my concerns were handled. Rather than investigating the possibility that something had gone wrong with the glasses, I was repeatedly told the problem was my prescription and sent away to spend additional time and money seeing my optometrist again. Had someone simply taken the time to carefully compare the original prescription with what was in the system, this could have been resolved much sooner. I do want to recognize Linda for how she handled the situation once the error was identified. She sincerely apologized, reordered my glasses with the correct prescription, and carefully double-checked everything. I truly appreciated her professionalism and customer service. Unfortunately, my interactions with Twila overshadowed the experience. Customers deserve to be listened to, especially when they are clearly explaining that something is wrong. Dismissing concerns without fully investigating them is not acceptable. Because of how I was treated, this experience has left a very negative impression and has made me hesitant to return to this store. read more

Service was fantastic, and the selection was great. My friend and I got a great deal with a buy-one, get-50%-off sale. I got a pair of polarized black sunglasses for $80. read more

QUAY Westfield UTC - Entrance - Accessories Near Me - San Diego, California

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I love Quay sun and prescription glassses! They are the only glasses I wear anymore. They are well made for the price point with fun styles. They will have something for every face shape. They constantly have sales going on, too. The prescription glasses all have blue light and anti-scratch included in the low price. It only takes a week-ish to get them in the mail. I like that you can go to the store to have them take your eye measurements. And if they need to be adjusted you can go in at any time. Twyla is my go-to sales associate. She has gotten to know my style over time and helps my husband and I find the perfect pair every time. Plus, she is the best at adjustments. read more

As soon as I walked in Linda was the first friendly face to greet me. She was so helpful with picking out which sunglasses would look best and fit my husband face and all she had was a picture to go off of. She's definitely a pro and so sweet!! Thank you Linda. We'll be back! read more

This is a cute sunglass store. In my opinion it's very reasonably priced for some great styles. It's not the $10 sunglass kiosk, but it's also not the everything is $100s of $$$ type either. The staff was friendly and helpful. The store was clean and organized. My friend got two pairs of sunglasses each that we really loved and were in and out very quickly. All in all, a great experience. I didn't even need new sunglasses. Lol. read more

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I came here for Black Friday and left with two pairs of sunglasses! They're perfect for Asian face structures and are the first pair of sunglasses I own to feel comfortable. The staff here was amazing and I completely forget her name, but one member was incredibly helpful. I could be completely wrong, but she was an Asian woman and I think her name was Angela? She made the process of choosing sunglasses so easy and didn't make us feel rushed at all, even as many more customers crowded into the store. read more

We did a quiet shopping excursion yesterday and was surprised to see the mall hustling and bustling . We passed by this eyeglass store and bf remarked that the brand has great polarized eyewear. Plus there was a BOGO - on a Tuesday - go figure . They for sure practice social distancing and only allowed four ppl in the store at a time . He had to stay outside while I shopped as the max capacity was in place . The two sales associates were apologetic about it but welcoming and helpful . I found a pair I liked and one of the girls helped me pick out the other pair . They even let me take it outside for bf to see and me to try on in front of him . The one pair was $65 so getting the second for free was pretty Checking out was easy and quick . Packaging was simple . The eyeglass case is a see through plastic with a wipe cloth . Not sure the quality of the glasses as of yet but was happy about the service and experience at this location . read more

James, the general manager, reached out and sent me a replacement pair. Thank you James, much appreciated! read more

QUAY Westfield UTC - Accessories Near Me - San Diego, California

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I went to Quay to get my glasses tightened. Amelia and Ellia were so helpful and kind! They fixed my glasses and went above & beyond to make sure we were taken care of. Plus, the glasses are adorable! Thank you guys! read more

The girls here are always super helpful and are glad to give you advice. They always remember me and my dramatic 2 year old that gently laid down on their floor when I wouldn't give into his commands lol Love being able to go into the store and being able to try them on and I appreciate the ring light and different mirror options. I've never had an inventory issue and I will continue to shop here :) read more

Great store and service. The sales rep was extremely helpful and not pushy at all. The only problem with this brand is deciding which pair to buy. The polarized sunglasses are a great product and you won't regret buying it. They have something for everyone's different unique style, personality and age group. read more

Went into the store for a damaged pair of sunglasses and Amelia was amazing And a huge help! couldn't thank her enough!

Poor quality of sunglasses, even worse customer service. These sunglasses and the brand are overrated! There, I said it! Do yourself a favor and purchase from more reputable store. I gave this store a chance, but I will be taking my business back to Nordstrom which is right down the pathway from the Quay storefront. read more

I had a mixed experience here but I give a 3/5 review because I feel like they handled the mishap well. I was given the wrong sunglasses and got all the way back home to LA before I realized it. When I called and described what had happened, we came up with a solution to return to the glasses via mail. I had to mail them at my expense but they later sent me the correct ones with an additional eyeglass case. I was satisfied with the case as compensation but it was quite the headache. read more

Absolutely terrible. I bought a pair of polarized sunglasses for $85 and after three months the lens were damaged. After I went to the store to ask about the damage they said yeah that's normal for them to get damaged after three months. Total waste of money they refuse to repair or offer new lens for purchase. They literally expect you to keep buying new ones every three months. I bought Quay to save money instead of buying Ray Bans but now I'll be purchasing only from Ray Bans. Save your money and invest in a better quality. Absolutely disappointed, they have no business running a business. read more

QUAY Westfield UTC - Accessories Near Me - San Diego, California

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The glasses started chipping a month after my purchase with regular wear & tear. At $65 I'd hope they'd at the least last six months to a year! Took it back to the UTC Quay store & she advised.."sorry it is not under warranty and these glasses don't last very long!" I'd expect more from a retailer who's aiming to join the higher end eye wear group. Shameful! read more

QUAY Westfield UTC - Accessories Near Me - San Diego, California

I came in on 8/23/2022 looking for something different, something out of my element. And the salesperson knew exactly what to do. She gave me lots of options and definitely listened to what I was searching for, not to mention they had a 30% off deal. I walked out happy with 2 new pairs of sunnies. read more

Let start with the frames ! They're nice and they have so many different options. One thing to keep in mind.. when you order a pair of prescription glasses.. they will tell you you'll get them in 2-3 weeks. Okay not to bad... two weeks later after order date (THINKING ill have my new glasses next week) I received a email this morning stating my prescription was approved and it It takes 21 BUISNESS DAYS TO PROCESS. Um, I've been waiting two weeks already ? Let me remind you I stopped by last Saturday morning and they said I'd get them NEXT WEEK on my third week. So, let me tell everyone what really goes on before you get excited and lied to to your face and customers service says there is absolutely nothing they can do to rush it even if I was willing to pay extra. You order glasses and told you'll get glasses 2-3 maybe even sooner "because they know people that got them FASTER.." and then the third week comes and you get slapped in the face with you'll have two what another 21 days and you SHOULD recieved a tracking by Sept 7th, 2022. And then the days it takes to get delivered. So when your PROMISED TO YOUR FACE 2-3 WEEKS ... keep in mind they truly mean 2-3 months. read more

I was very impressed! Excellent customer service and Linda the Manager is very knowledgeable and precise with information for ordering prescription glasses and prescription sunglasses. She's very nice, professional and so kind. Melody was the sales associate and she has an excellent eye when assisting me in choosing the right frame for my glasses. She is very creative and knows how to pick out great frames! Melody was also professional and had excellent customer service. It was a pleasure to have these two Quay associates to help make my purchase such a great experience, Thank you Linda and Melody. read more

I'm a big Quay Australia fan. Their glasses are very stylish and they don't break the bank. However they are not cheapies you purchase at the gas station so if you don't take care of them, you will reduce the life of these fabulous glasses. It's not Quay's fault if they are broken/damaged from your carelessness. That being said, I've had my Hardwires for some time now. I converted them to prescription glasses for distance. I always get compliments on them. Well, I don't know what happened on my recent Hawaii trip but a piece fell off and my glasses would be rendered useless if I couldn't get that part replaced. Melissa was working today and she went out of her way to help me fix it. I was blown away by her customer service and going above and beyond. It's really hard to find people who will help when they don't actually have to. This wasn't Quay's fault and it wasn't Melissa's but she helped anyways. Now my prescription glasses are saved and I decided to buy another pair from this store. So grateful and I hope the manager acknowledges her service! Thanks Melissa! read more

This location has two of the best people working there! Leslie and Tracy went above and beyond with their kindness and customer service! It's nice to know that there's still genuinely good people in the world. I will only be going to this store for all my future sunglasses purchases. Thank you again Leslie and Tracy! You made my whole year and a memorable Mother's Day! Hope to see you again! read more

Just came in recently and it happened to be BOGO. Tracy was very sweet and super helpful in assisting me with finding a pair that I liked! She was very patient and had to clean every pair I tried on, very covid friendly. I tried on almost every pair in the shop, LOL. read more

Tracy was so kind and helpful!! Wasn't too overbearing while I did my shopping, answered all my questions, didn't make me feel bad for trying on so many pairs even though she had to clean them all! Great experience and very happy with my purchases. read more

I'm super happy they finally have a store opened so close to home! I've been eyeing online different styles of shades and online shopping isn't always easy. I decided to come in and try different styles on and I had my eyes on the hindsight but ended up leaving with another style instead. I love my new Desi Perkins aviators. They are the perfect shade with a black ombré tint and the glasses itself is a perfect size. For the first time ever my eyelashes don't hit my glasses. The girls there were very helpful in helping me find the right shade. The place is cute and very well organized. If you come in looking for something you'll definitely have no problem finding it. Definitely will be back for some more styles. read more

The lenses on my glasses degraded and they wouldn't exchange for a new pair. The store employees were not very polite about it either-- quick to blame me for the issue and offering no help at all. Poor customer service and will not return to a store that doesn't stand behind their product! Wish I had checked Yelp first as it seems others have had similar experiences here. read more

Do yourself a favor and buy from Nordstrom. I came in to return a pair that I bought my husband as a gift that he didn't like. The salesperson barely looked and me and grudgingly did my return after inspecting every inch of the glasses and wiping them down and inspecting them again without having said anything to me. So awkward. It was literally 48 hours after I bought them. I definitely thought they would have valued customer service more. I was treated nicer at wetzels pretzels than at quay, and I am sure they work harder there read more

I was in the store for a online purchase that I needed to exchange. I was approached by a few representatives at different times asking if I needed help even gave their opinion on some. Everyone was super friendly and the exchange was such a breeze. I really want to thank Jacqueline for the awesome customer service. I will be back for more! Thanks Quay La Jolla! read more

Quay Australia is definitely the premier sunglasses shop with the fashion forward sunnies. Pronounced "Key" with my favorite sunnies being their fashion blogger Desi Perkins Collection "High Key". They recently released a second round of Desi x Quay collaboration sunnies and they are so cute! They've also done a collab with Kylie Jenner, which is more funky and retro. What I love about their shades is that they are cute, affordable and they are overall good quality. With a toddler, my days of designer sunnies are behind me bc my kid likes to grab my sunnies and sometimes put them in his mouth . I stopped by on their grand opening and was immediately greeted by a sweet young lady name Nicole. She asked me if I was familiar with the brand, let me know about the current promo, and made a few suggestions for me. I ended up purchasing pairs if sunnies and honestly if I had more time I would have bought 10 pairs. That's how cute this store is! Thanks Nicole! The store itself is small, clean, and cute. Totally Instagram worthy! This is definitely a dangerous place for my wallet! read more

Very unhelpful sales people. I bought a pair of sunglasses and because it wasn't during the 15 day exchange/return policy they would not help me. I wore the glasses once and the they bent. I decided not to wear them again and return them. Don't purchase from this store if you expect to have any customer service. No surprise the store was completely empty with three sales associates. read more

The employees here don't even acknowledge your existence when you walk in. I've been in this store multiple times with the intent the buy something and I'm always so turned off because the employees are standing behind the cash-wrap either talking to each other or just staring at you. Not sure how you're gonna make sales that way but okay! read more

Poor quality, the nose piece broke after 4 months. Because it was over their 3 month policy, they would not replace although it was a product defect and not my fault. I would not recommend to order sunglasses from this company. I hope this saves someone from making the same mistake and wasting money. read more

The sunglasses are great and I still bought a pair even after the HORRIBLE customer service experience. I had to go up to someone and ask for help to get a pair of glasses even though there were 3 sales personnel helping the male customer in the store. Gisela then had an attitude when I asked her if she was sure I had the right pair, because one pair fit loosely. My family and I were appalled at the customer service and will be shopping online from now on. read more

As previous customer mentioned, if zero stars were possible that would be a fair review! Zero quality, glasses lasted less than 2 months and when returning to the store at UTC mall was mistreated by store manager who made fun of me when I mentioned I paid almost $100 for a pair of sunglasses that lasted me less than 2 months! All she could say is that return policy is 15 days, even though I had no interest on returning anything, all I wanted was them to fix my broken glasses! Be aware and spend your time and money elsewhere! read more

Sabrina is the best and sweetest! She helped my dad and I pick out sunglasses. Sabrina said the Jezabell's were popular and she even had them personally and that they were her everyday pair. She was so helpful and hooked it up with a Quay Australia bag and case for me since it was my first time in the store and was extremely excited too try on the shades as oppose to online browsing. This store is beautiful and everything is displayed nicely. I can't wait to come back and buy more sunnies read more

QUAY Westfield UTC - Accessories Near Me - San Diego, California

Did some window shopping due to the pandemic and Melissa was so helpful! I picked a pair to try on and she brought me more to try on. I loved that she did that! Very good customer service read more

This sucks because I love quay's products & prefer to try them on in-store rather than ordering online, but the two girls who worked during the day yesterday (8/12/20) made my friend & I feel very unwelcome and gave attitude for trying on sunglasses! Then my friend tried on a display pair which were too big, the saleswoman promised they were just stretched out bc they were displays- and that the pair she bought would fit her face better. Well she bought the new pair, walked out, tried them on & they were still falling off her face! So my friend walked back in and asked if they could adjust or fix them & all the employees said were to bend the frames in. Like what?! A sunglasses shop doesn't have a better solution/tool for that?? read more

I came in earlier tonight with a pair of sunglasses I bought online that I wanted to return. I walked in and approached the gal standing behind the checkout desk and asked her if I could exchange them for a different pair and that my receipt says it must be within 15 days in which my case it was exactly 15 days. She inspected my glasses to make sure they were unworn and said I could so I went about the store trying on a few pairs before I decided on a pair I liked. Went back up to the counter and asked the same gal if she needed my receipt and she said yes so I handed it to her. That's when she told me I wasn't allowed to return it because I bought the pair as a promo sale item and that they're very strict with returns. I asked if there was any way they could make an exception and since she did tell me I could when I first entered the store. Even asked if I could speak to a manager and she raised her hand and said she was the manager. I'm sure she could tell I was disappointed and annoyed because I absolutely was! As a manager, she should have looked carefully at my receipt before she gave me the go ahead for an exchange. Epic fail on your managerial skills, my friend. You need more training and/or a demotion. read more

I loooove my Quay sunglasses! They're super fun and inexpensive for the great quality you get! I've bought several pairs from this location and the customer service has been on point every time! Sabrina and Brett have helped me pick out some of the cutest sunglasses and have helped wherever I needed. If you're looking for cute and trendy sunglasses at an affordable price, this store is where you need to be! read more

5 stars for Inventory. 5 stars for Melissa H, she was very knowledgeable and kind. The rest of the staff I can't say the same but not horrible horrible.Price is very reasonable and styles are very nice. UTC is free parking for 2 hours. read more

I went into the Quay store today hoping to get a missing piece that fell off my glasses and the girls working were so helpful. They said it was a manufacturing issue and replaced the glasses with no hesitation. Working in retail myself, I was so impressed and not once did they make me feel bad. They totally put a smile on my face and made my day! read more