Cubitts Avis 868

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.

The assessor made a mistake with my prescription, which caused the astigmatism in one of my eyes to be almost doubled instead of corrected. As soon as I put on my new glasses, I pointed out that I could not see well out of one eye. This was ignored and I was told that I just needed to adjust to the new lenses. Having worn glasses for many years, I have never experienced not being able to see and immediately getting dizzy after getting new lenses.

After several weeks of headaches, dizziness, brain fog and difficulty seeing and concentrating, I returned to Cubitts and asked for another assessment. It was only after this assessment that they realised that an error had been made in my prescription. I asked for a refund to compensate for the weeks of adverse effects that this had caused for me, but this was denied, and instead I was refunded only 10% of the cost of the glasses, which is negligble when the glasses plus assessment costed somewhere around £100.

A few months later, I went to Specsavers, where the assessor pointed out that my glasses don't seem to match my eyes very well, which shows that even after two assessments at Cubitts, my prescription still wasn't completely correct.

People make mistakes of course, and that's completely understandable, but it is also the responsibility of a business to correct these mistakes as quickly as possible and to provide proper compensation. Cubitts provided neither of these and was very dismissive of my issue the entire time. And so, I wil never go to Cubitts again, and will discourage anyone else from doing so. I should have gone to Specsavers in the first place, and I have only used Specsavers since, and they have never made any mistake with my prescription in the first place (and when anything goes wrong, they correct it properly and professionally).

This all happened in October 2022, but it's only now that I have decided to write about it, and still feel just as frustrated about it as I did then, if not more so, having looked back at the knock-on negative consequences that the experience caused.

Dishonest practices.

I ordered a *digital* gift card on Friday; which I expected to receive immediately- as per the industry standard on digital gift cards.

It's now Monday afternoon, no gift card has been sent, but I am £100 short.

I've received a single bot email response, with no subsequent response to emails; I have been unable to reach Cubitts by telephone.

I have now had to raise a dispute with the bank over this failure to fulfil service - something I've never had to do.

I have transacted with Cubitts in the past with great ease- and this is just unacceptable.

Given the radio-silence on email and phone, I suspect that the bank will need to take leadership on resolving this.

Could no longer recommend.

I love my 5 pairs of cubbitts Panton glasses. Always great service in the shops in Borough Market and Leeds.
I just wish they did a blue torteshell in the panton. That would be my next purchase

I just picked up my fab new glasses from Cubitts, Goldborne rd. Notting hill. I had a most pleasant, supportive and efficient experience from everyone there; Varman, Clementine and Flo, front of house, and Sandhya, optometrist. I’m very impressed at their range of gorgeous styles, and how many options they offer. I need a particularly narrow size which they have plenty of choices of, all so covet worthy! Sandhya listened to my individual experiences with glasses and got things spot on. They were ready super fast, and I’m delighted. Their packaging is simply gorgeous, including a trendy case and high quality tote. 😁 Thank you Cubitts.

I must be honest I love visiting this shop. It's well designed and laid out and the staff are a delight. The product is also exceptional, beautifully made and so very well considered all round.

December 2025.
Visited the Cambridge Store for an eye test and purchased some prescription glasses . 5 days later my glasses were ready for collection. Super service and brilliant choice of quality contemporary frames.

About a year ago I bought my first Cubitts glasses — the Judd — and I’ve loved them ever since. I get so many compliments when I wear them and they always make me feel confident.

Last week I ordered the Dalmeny, which arrived today, and… wow. Everything about Cubitts feels so thoughtful and luxurious. The glasses are beautiful, and even though I had forgotten how nice the packaging was, it still exceeded my expectations.

They’re doing amazing job!

on my third pair of Cubitts - as always, your quality is great, your people, in retail locations that Ive visited (Marleybone, Soho and NYC) are always excellent, your delivery quick and style unmatched. Well done Cubitts!

I went to the Cubitts in Borough, London this afternoon. The two women were so lovely, welcoming and knowledgeable. I was able to choose my glasses in a nice calm environment, with great advice from the staff on sizings and what suited me. Thank you both!

Adam and the team in Brighton were fantastic. It has taken me a little while to get used to my new glasses, but I absolutely love them. Adam took lots of time with me and nothing was too much trouble. I love the little touches like emails making me feel like I was part of the creation process, through too fierce and fabulous being engraved on the inside of my frame and the lovely leather case. ( loving the tote too!)

Everyone was very helpful and friendly. My appointment was informative, and the staff member I interacted with was very kind and supportive.

Excellent service and advice from Hari Jermyn St.

Top quality customer experience and product. Very thorough eye examination that was engaging and not rushed. Resulting new glasses arrived extremely quickly and delighted.

From ordering to picking up, the process was seamless and a delight. Of course I went in thinking I knew what I wanted but with the abundance of suitable options the staff was insightful in helping me select the perfect pair.

The service was great and the manager went out of his way to get the lenses made in time for me to collect my new glasses before I went away, remarkable customer service.

The staff are absolutely fantastic, plus they have a fabulous collection of Spectacles and sunglasses 😎

The lady who did my eye test at your Hampstead store was fabulous. After doing all the tests, she sat down with me and talked me through every scan and result. It was £65 well spent.

Fantastic experience! Dipa is the best at what she does! Fabulous all around! Thank you!