Cubitts Reviews 

I love everything about Cubitts. I love the styles but the retail experience is exceptional and definitely goes the extra mile for their customers. 4 in the family all loving and wearing Cubitts... I would highly recommend

Very disappointing experience at Marylebone store last week. Have been a Cubitts customer for a few years but feel it has gone downhill. Ordered Plender glasses and collected from above store, when I got home I noticed that both lenses were sticking out of the frames considerably on the inside. How can you supply glasses to a customer with lenses practically hanging out - how can this be ok and not picked up by quality control at any stage? Went back to store where I was patronised and fobbed off by 2 staff members one of whom was an optometrist. They blamed the poor lens fit on my prescription(!), which became a point of much poring over, instead of the quality issue at hand. Amusingly, my prescription is really quite modest and requires standard reading lenses, but I left feeling practically like a Cyclops and a freak of nature! However, staff were unable to answer my direct question about whether the poorly fitting lenses were acceptable in their opinion and met the Cubitts quality standards. The female optometrist said to me at one point, “Like I said to you twice already…” which was unpleasant and dismissive. The conversation just went round in circles and the only options I was presented with was having a re-test (why? It was performed by a perfectly qualified high street optometrist and I have no reason to doubt its accuracy) and/or to pay extra for thinner lenses (again, why? Cubitts website clearly states during the ordering process that standard lenses are fine for prescriptions +-3 and mine is well within those parameters).

As a layperson, to me the issue is clearly a poor frame design and lack of quality control. I have never seen a pair of glasses with lenses jutting out, unless they are broken, and to be told this is normal and due to my prescription strength is an insult to anyone’s intelligence. The glasses are going back and I’m going back to my local independent optician. I’ve had great service from Cubitts staff before, with a particular shout out to the Spitalfields store, but I’m not willing to put up with such inconsistent customer service and no longer have trust in quality. I’m sorry to say Cubitts has become marketing over substance in my opinion.

Appalling customer service.

Still waiting after 3months, and the latest suggestion by the shop...just get a refund. A bit more honest than the usual empty promises of "we will look into it and ring you back". So obviously they cant be bothered. You almost get the impression they have built a brand, and now its time to act like a venture capitalist and strip the company of any form of quality, and just go for the profit.

Great team at Cubitts' store in Borough, London. Offered lots of helpful advice when it came to choosing my glasses in terms of shape, fit and colour. Although there was an initial delay in the production of my glasses, I was proactively kept up to date by the team on the progress of my order and in-store staff were well briefed on the situation when I did come to collect my glasses.

Thank you to Lily, Krystal and Eden for all of your help!

I have just come back from the shop in Broadway Market where I went to collect my glasses which went under a quality control check due to a bad prescription. The fit was again completely off so the Sales Assistant asked me when my prescription was taken, if they have it, if it were very different from the previous one, blamed my eyes for the wrong fit despite me informing him that prescription sunglasses vision were just fine.

The problem is that he asked me each question at least 6 times each, and I replied with the same identical answers every single time. All of this in the time span of 10 minutes. He could not either remember that he already asked me the question or that I already answered that question. It seemed he suffers from Alzheimer or he was drugged. The experience was surreal and I struggled to keep my composure while he kept asking the same questions repetedly while trying to fit the glasses (he failed to do it too). This is disheartening because I have been Cubitts' customer since 2019. However this time the website is a mess, the glasses had bad prescription and didn't fit (placed the initial order on January 23rd),I had to interact with a Sales Assistant who was acting like a broken disk.

I don't know what happened to Cubitts but nothing is working there anymore.

We had excellent service at the Spitalfields branch - really helpful staff and Lydia in particular gave great advice on frames and how they suited - a great skill. many thanks for making the task simple!

It was inspiring to be in such an aesthetically curated environment and receive such a high standard of professional care and attention.

Tessie has always understood my prescription and why I favour certain frames. She is an A1 asset who cares for her clients.

Cambridge branch, had eye test and made to measure consultation. Both members of staff who helped me went above and beyond to meet my needs. Excellent, friendly staff who really care about helping customers. Bonus points to the super professional optician who has tested my eyes twice now, and each time she’s been great. I highly rate the customer experience here. Goes without saying, but Cubitts glasses are also top notch - been a customer for nearing 10 years now, and always super pleased with what you get for the money.

I have shopped for eyeglasses all over the world. My experience at Cubitts Hampstead surpasses every other shop I have visited!!!!!

I had such a great experience with Jon at Cubitts in Shoreditch that I felt I had to leave a review. From the very beginning he was incredibly helpful, patient and genuinely went out of his way to try and find the right glasses for me. Nothing ever felt like too much trouble and he made the whole process easy and stress free. The other staff in the store were also really welcoming and helpful, which made the whole experience even better.

What really stood out was how far he went to help me get the exact style I was looking for. I wanted black frames with gold arms and Jon actually took the time to custom make a pair himself in the shop using parts from other frames, just so I could see what they would look like and decide if I would be happy with them. He then called me in to try them and I honestly could not believe the quality he had achieved, especially considering he had made them himself. He absolutely did not have to do that but he did it purely to help me, which says a lot about his level of care and dedication.

In the end I did go with a different pair through a family connection purely because of price, but that decision had nothing to do with the service I received. Jon’s customer care was amazing from start to finish and it is rare to find someone who is that dedicated and genuinely cares about their customers.

I would absolutely recommend Jon and the team at Cubitts to anyone looking for great service and a really positive experience.

Fantastic customer service from Cubitts in Spitalfields.

I’m a repeat customer, although not for six years. From start to finish the whole experience was perfect. Booking online was simple and came with a reminder.

The optician testing my eyes and the rest of the staff at Spitalfields were delightful. They were very knowledgeable and explained everything very well. I never felt I was being sold to and felt very comfortable.

I bought two pairs of glasses, one for distance and the others occupational. They were ready sooner than expected and when I picked them up their assistant took great care to ensure they fitted me perfectly.

I don’t often write to give feedback, but I thought I would this time as the service was exceptional. I thought the packaging was beautifully designed too. As an advertising creative director, I know very well how important quality service is in maintaining and building a brand.

Thanks to all the Spitalfields staff. They are a great team and deserve the recognition.

Amazing experience with my new glasses. I ordered some glasses after having a quick browse in the Notting Hill Store. Initially i placed an order and quickly changed my mind on the colour which when I contacted Cubitts they were more than happy to change this before the order arrived. Glasses arrived quickly and I really like the quality and the accessories included. The glasses were a bit big so I took them back to a store and had them exchanged which was done within a day which was super impressive. I think the value for money is brilliant compared to other brands.

A big shout out to the Leeds store! What incredible service with a personal, warm and funny touch. A delight to deal with this lovely team! Special mention for Callum who has been beyond helpful with follow up on the phone and email - no question is too small. Also Manjeet who has helped me previously with the same level of care. Both have gone above and beyond! Lovely stuff!

Really frustrating experience, in store was great purchased and ordered delivery.
Two weeks later, no communication, no updates on order. I have to chase multiple times, eventually told package is ready and will be shipped.
Have to chase again... Package finally shipped. Arrives and it is the wrong frames and prescription!?! How do you mess that up??
Now I can't even get hold of customer services after calling and emailing... Still in limbo.

Second time visiting Leeds for a new pair of glasses. Both times the service has been superb.
Specifically, I would like to commend David on his attention to detail and within both visits, he has offered me the knowledge and advice on frames, which has guided me in choosing the right pair. He made it easy, stress free and offered me a 5* service.

Prices up, quality down. No word yet on when I will receive my glasses (should have been delivered last week). Not sure where the money's being invested, but don't think it's in delivery or customer service

they engraved all over their lenses. This means you get a blurry view if trying to say, read off a screen.
I tried to resolve this by going back in, they offered to moved the engravings
This didn't work, however I was now.out of my 30 day return policy and told to do one. £250 down the drain.
Go anywhere else, it'll be cheaper and they won't pre-scratch your lenses.

The quality of the product and service itself is good. You do get good materials and workmanship by paying a premium. The person I dealt with over email and phone was polite and helpful when I eventually reached him, and granted that he may simply have been very busy.

What let the experience down was the lack of proactive communication. I was originally told the lenses would be ready within 7 days. After two weeks, I received no update at all. I only learnt about the delay after chasing via email and phone myself. No explanation was given for the delay, just an updated ETA, which was then missed again without any notification. At every stage, I had to follow up to find out what was going on, which really should not be the customer’s job.

The in-store experience at the Kings Cross branch was subpar. The staff member I dealt with came across as unfriendly and disengaged, as mentioned in comments made by other reviewers.

Overall, while the end product may be good, the process was frustrating and time-consuming. I wouldn’t recommend shopping here unless you are happy to chase updates yourself and add some extra admin to your day.

Went into your coal drops yards (kings x) today just after 5pm, the store was empty a girl dark brown hair short said hello.
I asked if there were any new models, I have lots of your frames and wanted to treat myself. I asked for a few frame models in different sizes & colours, she walked off slowly came back I tried and was eliminating.
Asked for a few more she replied we might have, I said can you look please!
Long story short she wasn’t interested, didn’t care and didn’t want to sell.
Lady you are lucky to have a job - so do it properly or leave. ;((((