Cubitts Arvostelua 

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.

I went for the Made to Measure service in the Borough store. Krystal was fantastic in alerting me to a colour that hadn't even crossed my mind and missed totally on the website.

My glasses were due to be ready in 40 days, and I was given an expected date for them to be ready. I was also advised that two weeks before this date, I would be contacted to be measured for my progressive lenses.

The day before my expected date, I called to say that no one had contacted me regarding my lenses. It was then that I was told that my glasses had failed QC and would be remade. My issue was that no one had bothered to communicate with me what had happened and to advise me of any delay. Had I just been kept in the loop, it would have given 5 stars.

However, to their credit, Lily, Eden and Krystal were fabulous with the communication and their attentiveness/responses to my emails and when I visited the store.

I'm already contemplating my next Made to Measure pair.....

I have worn glasses for some 40 years; without a shadow of doubt Cubitts’ are the absolute best I’ve ever had:
- Professional quality;
- Material quality;
- Accuracy of prescription;
- Service
All score straight 10/10.
I use vari-focals, arguably more complex than single focal, with outstanding results at all ranges, across the viewing area, fitting, and at a price easily competitive with high street brands.
You only get one pair of eyes, Cubitts’ will care for them.
Outstanding!

Edit: Shortly after posting this review, Cubitts got in touch and offered me a refund for the reglaze service cost, which I've gratefully accepted. I've changed my review accordingly from 1 to 3 stars.

I ordered new lenses for my Cubitts frame towards the end of January. They were delivered to Cubitts on January 28th, but come February 10th I'd heard nothing, so I chased them up and was told they were ready to ship.

Then, on February 17th, I was told the lenses had to be re-ordered. This was nearly four working days AFTER the maximum stipulated turnaround time (I was told 5 - 10 working days). Why was I only now being told the lenses needed to be reordered? Especially after being told they were "ready to ship?"

The glasses finally arrived on February 24th - nearly a month after they originally arrived at Cubitts. To my astonishment and dismay, one of the lenses was barely installed: it rattled in the frame and popped out when gently pressed. I immediately sent them back. After an automated email told me my order was being processed, I clicked onto Cubitts' website which showed no order updates since the faulty glasses were initially delivered.

I chased Cubitts yet again on March 15th (nine days after the automated email), and was told two days later "Your lenses are still in production at our lens partner Zeiss." So presumably the lenses were poorly installed because they never truly fit in the first place... Bearing in mind that Cubitts already delayed my order for this same reason, it's shocking that they got it wrong twice. That's either sheer laziness (hoping I wouldn't notice) or incompetence. Not great either way.

My order was finally shipped on March 21st, and was delivered to me on the 25th. Much to my relief, the lenses have finally been properly installed.

So, for £225, I had to chase Cubitts multiple times, send my glasses back after a job done badly, and it took me in total 56 days (nearly two months) to get new lenses into my frame. This is nearly six times the maximum stipulated turnaround time of 10 working days.

I've used Cubitts for my last two pairs of glasses, including my current frames, and they are superb. However, after this dreadful experience I will certainly never be using Cubitts again.

Bear in mind I paid £225 for this supposedly premium service, which is exactly why I was willing to pay more. Specsavers quoted me £170, and said they could install the lenses on-the-spot within the hour once delivered to the store. Cubitts wanted an additional £90 for such a privilege.

Next time, I'll go to Specsavers and save myself £55 and several weeks of time. I used to highly recommend Cubitts, but not after this. A real shame because they used to be excellent.

Update following Cubitts' public response:

Cubitts state here that my lenses "were assessed by our lab and met the required standards at the time." Here is what their own staff said in writing, at every level of the company.

2020 — Raf, Bespoke Maker:
When I reported the glasses looked "winged" and asymmetric, Raf acknowledged the glazing as a possible cause and offered to "make sure they are being glazed properly this time." The glasses came back identical. Either the same fault was repeated or nothing meaningful was done.

October 2025 — Floor staff at Coal Drops Yard (she deserves a pay rise):
Upon seeing the glasses, she said it was "quite evident from the lift on the frame, that the lenses were overglazed, and that was causing the frame to be out of shape." The lab team, workshop team, and head of design all agreed it was a lab issue.

December 2025 — Carly, Customer Experience Manager:
"It's clear that we failed here, both in diagnosing the problem and in ensuring the correct checks were completed before sending your frame back to you."

January 2026 — Katie, Managing Director:
"The defect you experienced should have been identified earlier, and we accept that."

April 2026 — Katie again:
Now claims "the lenses themselves were not defective," that they "passed our standard checks at the time," and that her team's previous admissions of fault were "misleading."

So: the original maker acknowledged improper glazing. Five members of staff confirmed a lab fault. Three tiers of management admitted failure in writing.

Then when I asked for fair compensation, the Managing Director reversed course and said the lenses met standards all along — contradicting her own staff, her own earlier email, and the original maker's own words.

I paid £475 for bespoke prescription glasses in 2020. I wore them defective for five years after being told nothing was wrong. Their offer of resolution is a complimentary clip — conditional on spending more money with them.

Their own dated emails tell a very different story to this public response.

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.