CubittsAvis 

Absolutely thrilled with Cubits — this glasses shop is truly next level! I had my frames replaced not just once, but twice, and they handled everything with such care and efficiency. What blew me away even more was their willingness to ship all the way abroad without a single hiccup. The customer service is nothing short of AMAZING — friendly, responsive, and genuinely committed to making sure I was 100% satisfied. And the glasses themselves? Stunning quality and style that I absolutely adore. I’m officially a Cubits loyalist and can’t imagine buying glasses anywhere else. If you want top-tier service, flawless frames, and a hassle-free experience, Cubits is your go-to. I cannot recommend them enough — honestly, they deserve all the stars! 🌟🌟🌟🌟🌟

Service is still ongoing - unsure if review is still glowing. Will update when I know more!

I purchased a pair of glasses over 3 weeks ago and they still haven't shipped. I've emailed twice and both times the AI bot they use to respond to emails reassured me that they would be shipped soon but time keeps going on... If I can talk to a real person and get this resolved the review will change
accordingly..

Update: I got in touch with a person who was very kind and helpful and they even offered to add an item for free to my order which is great, changing my review, rating.

Its disappointing to see the negative reviews here especially as I have had stellar service at the Leeds store. Visited on Saturday and despite the store being very busy they took time to answer my questions and then when I decided to purchase took time to ensure all the measurements were taken correctly and that I was happy. I was happily surprised to find the glasses ready yesterday, four days later. I travelled over to the Leeds store and again had such great service while they ensured the fit was right and that I was happy. This is how service everywhere should be. Thank you.

I really cannot think of anything positive to say about the dreadful experience I had here today. Everything about it was at total odds to all the other lovely reviews I had read on here and this is why I made the 90 mile round-trip and changed from my excellent ophthalmologist whom I had used for many years. I emailed the Edinburgh branch a few times with questions about the bespoke frames that I required them to make for me. I was given information about the different options and it was recommended that I should come into the store and have a private enhanced eye test. I asked for an appointment at 10 o'clock this morning but was told in the email that they could only do it at 11:20. I arrived promptly at 11:20 and there was one member of staff dealing with a gentleman who was purchasing some spectacles. I waited for about 20 minutes until he was finished and when asked by the staff member who I was I told him that I had come for the enhanced eye test at 11:20. 'Oh our ophthalmologist is off sick today!' he said. 'We don't have any confirmed appointments for 11:20 today anyway!' I explained about the email correspondences we'd had only five days previously and was then told that the email and phone number I had given them was unable to be contacted so they were not able to let me know about the cancellation. My phone number and address were clearly written at the bottom of my email and then he read out the email which he claimed to have for me which was something like joe@. And he claimed that I had given a mobile number which was unable to be contacted. The number he read out had absolutely nothing to do with mine. When I made clear that I was extremely unhappy to have made a 90 mile round-trip for nothing, he had another look at his laptop and said he was terribly sorry but he was thinking that I was another customer. The bottom line here is that the lack of organisation displayed, the lack of any amount of customer care experienced made me realise that I was wrong to have even considered coming here in the first place. I was in the market for five bespoke+ spectacles with Zeiss Individual lenses at considerable cost. Lesson learned and from this dreadful experience I am actually pleased that they did not get my business.

I’ve always enjoyed interacting with the staff in their stores… On this occasion I had to phone customer service for a small problem. I am just blown away by the service and care that they give over the phone and resolve my problem incredibly quickly and efficiently. Aside for the Great style of glasses and sunglasses, this is a major reason why I will continue to buy from them.

Superb product. Exquisite designs. Sterling customer service. What more to say? I now have 3 pairs, and they are by far the best spectacles I have ever had. Not only delightfully stylish, but extremely well made. I first came across them as a guest was sporting a pair of Judd, and I had to know who made them. Have not looked back since. Highly recommend!

I was initially recommended Cubitts by a friend, who said they were great value and well-made, and when I looked at his glasses, I agreed!

So, I went to the Belgravia store first to look at some glasses and Lily, the shop assistant, was really helpful and very friendly (honestly, one of the best shop assistants I've come across). I settled on the Dark Turtle Carnegie frame and went away to think about things.

I then came back to the Borough store to purchase them and after a measure up of my pupillary distance and providing my prescription, I placed the order with them in-store, with a plan to pick them up.

I got the email for pick-up and came back around a week later however, I was dismayed at the quality of glasses that I was presented with.

These particular glasses were supposed to be 'Dark Turtle' however, were very light with very little 'Dark' in the frame (I was told the frames were all unique, but this was practically beige with no 'Dark' spots in it, in contrast to the show models). Next, they creaked a LOT, on any movement made with them, and so didn't exactly ooze quality and reassuring build quality. And most damming, they had a large scratch/crack in one of the lenses which was obvious enough to make me question their 'Quality Control'.

The Borough store clerk told me they would get a replacement sent for pick up and possibly a 10% discount, which they would email me about at a later stage. However, this wouldn't even cover the cost of travel, let alone time off work to pick them up. I ended up cancelling the order.

Essentially, not a great experience. Perhaps I got a bad pair or, perhaps the quality control has slipped.

I'd add though, I had nothing but great things to say about the Belgravia store.

From honest advise on which glasses suited me, thorough eye exam with honest advise regarding single lense or bifocal, immaculate service through to the most stylish glasses I’ve ever had & all for a reasonable price. What more could you ask for!

Super impressed with the customer service. My order arrived and wasnt quite right. I spoke to Krystal at the Borough branch and she couldnt have been more helpful. She sorted everything out, made it super easy for me and was charming to boot.

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.