Cubitts Avis 868

Great customer experience, ordered a pair of glasses and sunglasses. After 2-3 weeks of wear I decided the glasses were a bit small so asked for an exchange. No questions asked they sent a code to send them back and quickly replaced with a larger size

Amazing service and professionalism delivered in a friendly manner. Particular thanks to Sammy at the New Town Store in Edinburgh for being so incredibly helpful and accomodating of my circumstances. Thank you so much!

Amazing everyone was professional, warm and friendly made me feel special, Krupali was extremely thorough and Cosimo was a star & super helpful , lovely shop great staff !

As a retail investor over the last 25 years, I think Cubitts has a good brand and proposition and undoubtedly works hard as an organisation to succeed, on small profit margins (companies house).
As a customer of their Hampstead branch since it opened it saddens me to be met with consistent misery and inefficiency from their front store staff when I visit. There is no understanding the customer is paramount to everything, nor appreciation that their attitude lets down the great colleagues that they do have.
Visits over the last 2 days have unfortunately lost them 2 customers, who will be going over the road to their competitor going forward.
Unfriendly, inefficient, rude and condescending are a just a few words to summarise the attitude and service. A recent eye test carried out by a professional and friendly optometrist was accompanied by a lady eating her food right outside the test room plus 2 individuals in the shop who quite frankly don’t deserve to be associated with such a brand.
A lady who is so miserable she clearly shouldn’t be customer facing and a young man who has the attitude and arrogance of someone who clearly doesn’t appreciate the customer or his employer.
2 stars for the optemitrist and the clear brand proposition -3 for the staff who don’t realise that ultimately they are the difference between success and failure for this brand.

My eye test was incredibly thorough and everything was explained in detail- all of the staff were welcoming, friendly yet extremely professional and knowledgeable of the products- all the little extras of cleaning cloth, spray and a free tote! All in all a most enjoyable buying experience! Then we get to the glasses themselves- perfect!

I bought my sunglasses online. The arms needed adjusting. I went to their shop in Whitechapel, done and fitted within minutes by a fantastic girl. Top quality and service.

Having the lenses replaced in my frames was easy and quick! The new lenses are amazing and so clear. I'm so happy I can wear these frames again.

I visited Cubitts as a friend had told me about the good experience they had. I wasnt disappointed. Such a fantastic choice of modern frames, and the team were friendly and professional. I couldn't be happier with my new glasses, and I will definitely visit again for my next pair.

I had the most fabulous experience at Cubitts, from start to finish. The optometrist who conducted my eye test was incredibly thorough and professional, making the entire process feel seamless and comfortable. The store assistant was equally brilliant—helpful, knowledgeable, and genuinely passionate about finding the right frames for me. The Coal Drops Yard store itself is a beautiful space, and the whole experience felt relaxed yet refined. I truly won’t be going anywhere else for my frames from now on. And the lenses? They’re a million times better than anything I ever had from Specsavers—crystal clear, perfectly fitted, and just a joy to wear. Highly recommended.

My entire experience with Cubitts was a mess from start to finish — not what you'd expect from a company marketing itself as a premium eyewear brand.

I ordered prescription glasses on 17 March, and over the next month, I had to deal with endless errors, delays, and poor customer service — both in-store and online.

The In-Store Experience:
One of the main reasons I made the effort to visit a store (a 3-hour round trip costing over £30 in train fares) was to ensure I could order a matte finish on the frames — something that couldn’t be done online. When I arrived, staff were too busy chatting about who should go to lunch next to greet or help me. I almost left then and there.
When I asked for advice between two frames, I was told, “they're very different” — not exactly the expert second opinion I expected.
Still, I placed my order — and that’s where things really fell apart.

The Order Process:
When I returned weeks later (another 3 hours and £30+ in travel) to collect the glasses, they’d been made in glossy, not matte. Staff casually laughed it off, saying, “Yeah, that happens — the system doesn’t really allow us to input matte properly, so it gets left off sometimes.”
No apology. No urgency to fix it.
They promised the corrected pair would be shipped to me — but instead, they were sent back to the store again. I had to chase repeatedly just to get accurate information. My order tracking stayed incorrect the entire time.

After lodging a complaint, I was offered a £65 refund for a clip-on accessory “as a goodwill gesture”. Eventually, the new glasses arrived — and turned out to be uncomfortable and unwearable.

Final Insult:
I returned the full order, only to be told I’d get just £150 back — because the £65 “goodwill gesture” would now be deducted from the refund. So the refund wasn’t a gesture at all — just a sneaky partial refund in disguise.

Cubitts may look like a premium brand, but the reality is a company with incompetent systems, untrained staff, and shockingly poor customer care. I regret ever placing this order and would strongly advise others to go elsewhere.

Lenses have a weird coating which after a while sort of peeled off significantly affecting the view quality. Almost to a point where I cannot wear them/ see properly through them anymore. Frames in general started to discolour after about a year and a half. The black on the side of the frames started turning white for some reason.
The customer service was good , the store is nice. The test was done properly by a very nice optician lady, but overallFor the money, not worth it I’d say. They’re just a bit rubbish. I have glasses that are 10 years old and have barely any scratches on the lenses, versus these ones have tons because of that coating peeling off. Not great.

The only transaction that went well was my payment of $ 855.00
My prescription and measurements were not sent in on time, delay of about 3 weeks
The glasses were not sent to the correct place therefore further delayed the process, the glasses are stuck in U.S customs, and still have not been received
Purchase date March 14 2025
Purchased at West village store in NYC
Review date May 9, 2025
After multiple emails back and forth, I did get my money reimbursed May 9, 2025
For a high end store, with only 2 locations in the U.S, I expected impeccable and seamless service, neither of which was my experience

I purchased a pair of reading & a pair of distance spectacles from Cubitts online and am very impressed with the frames, lenses and the matchless quality. From ordering/sending the prescription, it was just a week before my spectacles were delivered. The customer care and communication was seamless. The lenses offer a superior quality to the normal opticians and I am pleased that I added on the UV filter to my lenses, as I have difficulty with glare as my eyes have aged ! I also purchased some clip on sunglasses to use when driving .Receiving the beautifully presented spectacles was like receiving a gorgeous gift. Wonderful craftsmanship and quality in the stylish frames , worthy of the investment . Quality that will last and so reassuring to deal with a company that will give quick attention to queries and also offer a frame refurbishment free service, in aftercare. Very impressed with the workmanship of the spectacles and the excellent online service from Cubitts . Thank you

I visited for the first time in mid-March with my brother. He was on the hunt for a new pair of glasses. I was blown away by the incredible selection of options, the level of customisation, and the exceptional customer service. In just over a month and a half, I’ve already bought three pairs and I absolutely love each one. Big thank you to the Belgravia team!

It feels like being with friends who want you to look your best who also care about your eyes and overall health.

Its a novel. I'm in in awe! From start to finish your glasses are superior. Took by 5th pair in to adjust the temple tips. They all noticed admiringly the handmade beauty of the craftsmanship. You should all be proud! Every step in my Cubitts glasses purchase wither in England or LA has been swift. I purchased Barlow in gold and the lenses came askew. Shipped back and returned perfect immediately. These are the companies we need to fully support. I come from a lineage of high end brilliant ethical engineers and crafts people. I recognize and admire that Cubitts glasses are truly one-of-a-kind!!

So my puppies ate my glasses…… have some very specific needs for the lenses. Cubitt were amazing. I’m not based in uk, but they were instantly responsive funny and efficient. Cubitts Covent Garden…. You rock

Staff had a very nice manner - they were kind and attentive, and definitely felt like I got adequate time & attention, although Soho store gets very busy. The glasses styles (and staff) are very cool, but the whole atmosphere doesnt feel intimidatingly trendy. Had to change the size of my glasses so was delighted about the free exchange period! Fantastic. Also like the 1 yr on glasses service a lot. Very happy with the purchase & the service that came with it - would like to buy more glasses from Cubitts in future. Thank you!

I complimented a friend on her glasses and she sent me to Cubitts Hampstead. Lovely professional staff and a fabulous range of frames. They're the most comfortable glasses I've ever had. It doesn't feel like I'm wearing them. All my friends have been very complimentary. Overall an extremely positive experience.

I visited the Notting Hill branch of Cubitts in order to upgrade the lenses on both pairs (distance and reading) of my existing Cubitts frames. I dealt with the manager Varman Thiya and it was an absolute pleasure from start to finish.