Cubitts Reviews 

I have been a Cubitts customer since 2017 and have purchased over a dozen pairs of glasses from them. Up until now I have been very pleased with their service but standards definitely appear to be slipping.

I purchased a pair of prescription glasses online on May 26th with an estimated dispatch date of May 31st. I have yet to receive any updates on this order, despite logging numerous requests via their online chat. I have attempted to call customer services as well as my nearest branch, but no one ever answers the phone. It's disappointing that as their prices continue to rise the service appears to be getting worse.

Had a really thorough eye test and I can see better than I have been able to in years. Each time I’ve been in I’ve been served by a different team member and they are all super welcoming and helpful. I collected my new glasses a few days ago and I am very happy with their quality.

I ordered a pair of prescription glasses and prescription sunglasses from Cubitts on 09/05/26 and I still have not received them. The original dispatch date was 14/05/26. These glasses were needed for a holiday, which I have now gone on and returned from without them.

After hearing nothing for weeks, I contacted customer services myself because I suspected there was a problem. I was told the issue would be investigated and that I would be kept informed. Unfortunately, neither of those things happened. I received no follow-up communication and was left chasing for information myself.

After contacting Cubitts again a few weeks later, I was informed on 07/06/26 that my glasses were now ready to be delivered but still, almost a week later, these have not been put out for delivery and I have received no communication from either Cubitts or the courier. Either the glasses are not ready and this was false, or, the glasses are ready but they were not planning on sending these this week. Both poor customer service and a lack of accountability considering the price point and the fact it has been 5 weeks since the initial order.

At the time of writing, Cubitts has had £425 of my money for 5 weeks and I am still unclear when, or even if, I will receive my glasses. What is particularly frustrating is that I only became aware there was an issue because I chased it myself. At no point did Cubitts proactively contact me to explain the delay or provide an update.

At this point I really wished I had not bothered to purchase from Cubitts. Your ordering and customer service is really letting you down and I can't recommend this company.

First time using the company. I purchased online, loved the frames when they arrived but one lens had the wrong prescription. Just poor getting something so basic wrong.

Shout out to Lottie in Covent Garden who very patiently, very expertly adjusted my glasses that had been sliding off for weeks, even with several consultations. She’s wonderful!

I am very disappointed with the length of time it has taken to receive my glasses.

I placed my order on 23 May as I urgently needed a replacement pair after my previous Cubitts frames broke. On 1 June, I called for an update and was informed that my lenses were being shipped to HQ and that, once received, my glasses would be dispatched to me. I was advised to expect delivery by the end of that week.

However, when I called again on 8 June, I was told that the lenses had failed quality control checks and that new lenses had been ordered. I was advised to check back again at the end of the week for a further update. At this point, it has been nearly three weeks since I placed my order, and I am still without glasses.

I specifically needed them for an event on 4 June, but instead had to attend wearing my broken glasses. What has been particularly frustrating is the lack of proactive communication. I have had to chase for updates myself, rather than being kept informed throughout the process.

While I appreciate that quality control checks are important and understand that Cubitts is currently experiencing delays due to its relocation, the website only mentions an additional five working days for orders placed between 5 June and 15 June. My order was placed before this period and therefore should not have been affected by these migration delays.

Glasses are not a luxury item; they are essential for daily life, including driving and working. Waiting nearly three weeks without a clear delivery date is unacceptable. I would appreciate it if something could be done to resolve this matter as soon as possible, as this delay has caused significant inconvenience.

I visited Cubitts in Leeds and was blown away by the level of service from start to finish. Callum, Qasim, and Dave were absolutely outstanding — their service is second to none. From the moment I walked in, I felt genuinely welcomed rather than just another customer passing through.

The attention to detail these three bring is remarkable. Whether it was helping me find the right frame shape for my face, explaining lens options clearly, or making precise adjustments to ensure a perfect fit, nothing was rushed and nothing was overlooked. They clearly take enormous pride in their craft.

What really stood out was how knowledgeable and patient they were throughout the whole experience — no pushy sales tactics, just genuinely helpful advice tailored to what I actually needed. Callum took the time to walk me through the full range without ever making me feel pressured, Qasim's eye for detail when it came to the final fitting was impeccable, and Dave's warm and approachable manner made the whole visit feel effortless.

The store itself is beautifully presented — a calm, well-organised space that reflects the quality of the brand perfectly.

It's not just the service on the day, it's the aftercare and the regular friendliness no matter how many times I've been back with a problem, they always help.

I've had a nightmare trying to order some new sunglasses from Cubitts. I've been a customer for years and normally they are excellent - this time its just been a headache!

I ordered a pair on 19 April.

I didn't hear anything until I emailed to check-in on progress on 27 April. I was then told the colour was out of stock.

I then had to chase again on 30 April and was told I could order the same style in another colour. I did that.

I then received the order on 12 May. On opening the package they were standard glasses lenses, not sunglasses.

I then took the glasses into store to exchange as I didn't want to risk more online complications. I asked that they be sent to the Borough store as it was much easier for me to collect and I was on a tight schedule.

Today I have just found out that they've been sent to the wrong store, meaning I now have to trek across London to collect. They did say they could courier them to the Borough store but it won't arrive in time for when I go away - which is why I ordered in the first place!

This is really poor service. It has taken me well over a month and I still don't have a pair of sunglasses in my possession.

​I am utterly appalled by the shocking quality of service from Cubitts. I sent them my own frame for reglazing, and they returned it in a completely unwearable, ruined condition.
​The lab completely flattened the front profile of the frame and stretched the temples out so wide that the glasses literally slide straight off my face. Because every frame needs a natural curvature for correct optical alignment, this extreme flattening has caused horrific distortion and immediate dizziness. When a local optician tried to adjust the frame back to a wearable shape, the lenses immediately popped out. They were cut so poorly to fit the flattened shape that they are now physically the wrong size and will not stay in place.
​On top of that, the lenses are highly suspicious. Despite my prescription increasing from -4.50 to -4.75, these lenses are significantly thinner than my previous Zeiss ClearView 1.60 lenses in this exact same frame. I explicitly ordered the 1.60 index because my eyes cannot tolerate the peripheral distortion of higher indices (1.67/1.74)—I paid for a wider clear view, but received something completely unusable.
​This is an amateur glazing error and a total lack of quality control. I have rejected the order and demanded a full refund. Avoid their online reglazing service at all costs!

I love the cubitts in-store experience its great and I would highly recommend.
Ordering on line with a prescription is less good
They approve the prescription then come back slowly with questions other providers don’t ask for a pair of readers.
Making the process slow and irritating.
I will support instore but wouldn’t order online again

3 weeks later and still waiting.

Ordered 21 April, expected dispatch date 26th April. Now 11th May and still nothing.

No proactive communication. Have chased several times (phone and email), no meaningful updates, that’s even if staff get back to me.

You might have a good product, but your customer service for online orders is letting you down.

(Online order. Prescription glasses)

Love my new glasses! Exceptional customer service from Jimmy - thank you so much!
Finally a great company that is innovative, contemporary and forward thinking!

Incredibly frustrating company, quality is not that good, and the wait time is horrible, should have received my glasses a week ago and still nothing. Just go somewhere else. You will be better off and better quality/price for sure.

I can highly recommend Cubitts. I am a long term customer and recently had an issue that was dealt with promptly and resolved by Michelle in Soho branch.
Love their frames and service.
Don’t hesitate Anne

Very poor online customer experience when ordering new lenses for glasses. Never completed the process for me. Left months without the correct lenses. Perhaps not many get new lenses online but their process is incomplete and awful!

​Bruna, Jimmy, Esra, Kyrene, Mel, Lloyd, and Carly were exceptional when DPD managed to lose my returning spectacles after their yearly "free" refurbishment. (Yes, I know—Cubitts offer a free one-year "top and tail" of your glasses!)
​Obviously, this wasn't the fault of the team at Cubitts. In fact, they took full ownership of the issue and immediately set about creating a new pair for me; they even sorted out a new lens prescription, as my previous one had gone past its "sell-by date."
​What was most impressive, however, was the teamwork displayed to resolve the situation. It may have seemed like the entire Customer Care team was involved—and truth be told, they were—but there wasn't a single occasion where someone failed to respond to my enquiries or keep me informed of the progress.
​This proved to me that there is excellent communication taking place behind the scenes. While my situation wasn't an everyday occurrence (I’ve been a Cubitts customer for a while and this has never happened before), if things do go wrong, have no fear: as far as aftercare goes, the Cubitts team is the "A-Team." It was also wonderful that I never once ended up in an uncomfortable slanging match with anyone. If you want something done right, with genuine concern for the customer, then Bruna, Jimmy, Esra, Kyrene, Mel, Lloyd, and Carly are exemplary.
​(By the way, I haven't been bribed or coerced into writing this; it is my honest opinion. If staff from other companies were like this, life in general would be a lot less stressful!)

Fantastic service at Cubitts Belgravia.

I visited to have the arm on my glasses replaced. I would like to praise the staff there who provided excellent and attentive service. I’m extremely happy with the end result.

Please pass on my thanks to your excellent team who are great brand ambassadors for Cubitts.

Customer service went above and beyond to ensure I received my glasses in time for a trip.

I was pretty disappointed with my recent Cubitts order. My £175 sunglasses arrived dirty, with a hard yellow resin-like mark stuck to one lens. I managed to remove most of it only after persistent scrubbing, but it did come off. However I found the response from customer service fairly poor. Although they apologised, they refused any partial refund and offered for me to visit a store to have them cleaned. I'd bought these same glasses before from Cubitts and had a good experience but this time they did not seem interested in taking responsibility or making things right after delivering a substandard item

I purchased my glasses online and unfortunately they came with multiple marks/scratches on the frames. I would have sent them back but as my old glasses had broken I could not really afford to wait that long for them to be sorted. I also had to chase the order myself about a week after the estimated dispatch date. It is a really shame as the glasses themselves are really nice and exactly what I was looking for and the staff I did have contact with were friendly and professional.