Cubitts Avis 872

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. ;((((

I am writing to recognise Atnafu, Saffy, Hayley and Julia to highlight exemplary consistent customer service in person and via email. The things we appreciated were helpfulness, honest opinions, kindness and professionalism, and having time in person to chat and connect.

I have had several pairs of Cubitts glasses and have tried to find frames from other places but keep coming back as the designs and quality are great.

However, I ordered a new pair of prescription frames on 18th January, the website advises they will be shipped within 5 days, yet they are still to arrive 2 weeks later. The communication has been terrible. I called and was promised a call back that never happened, I sent an email and had to chase because I didn’t get a response.

I’ve eventually been told there is a backlog in the lab and my order has been marked as priority and would be shipped on Wednesday 27th January. Another update said it had been delayed again but was assured they would be shipped and a DPD tracking number provided to me by Friday 29th January. I’ve asked for the tracking number on Friday and…radio silence so suspect they haven’t been shipped when they said they would. False promise after false promise.

If you told me it would be 2 weeks, I’d be fine with that but there is nothing on your website stating there is a delay. I’m starting to wonder if they just forgot about my order.

The order tracking on my account doesn’t give any updates and just says ‘confirmed’ so there is no way for me to track my order.

I’m incredibly frustrated at the lack of proactive communication and the false promises from your teams. Your frames aren’t cheap and I expected better customer service. Please just be honest with customers.

When will my glasses arrive?!

Bought these glasses about a year ago. At first, I genuinely loved them and even got a lot of compliments. Over time, though, people started giving me odd looks. A friend eventually pointed out that there was some greenish buildup growing on the frames.

Because I had no spare pair, I had to book a clean and drive all the way from Nottingham to London just to get them sorted. The cleaning helped a little, but it didn’t remove everything. Since then, the frames have also become much wider than my face and now keep slipping off , creating a hazard at work.

That’s a lot to go wrong for a pair of glasses that’s only a year old. I’ve stopped wearing them completely and gone back to contact lenses, which I’m really not a fan of. Overall, very disappointing for something that started out so well.