Cubitts Avis 871

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.

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

I really don't think you can beat Cubitts customer service. I have several pairs of their glasses and I took my oldest pair in to get one arm tightened. They took it away, thoroughly cleaned it and it came back looking like new. The glasses are five years old. There was no charge and they gave me a new cloth at the same time. Superb.

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!