Cubitts Reviews 

From the moment I stepped into the store I felt the energy from these 2 lovely ladies (Mengiie and Meg) they went out of their way to meet my needs. From the detail of the glasses I was looking for nothing was to much trouble. I highly recommend this branch in Commercial St. The glasses are really good quality and a very good price and so many lovely different designs.
Thank you 😊

I placed an order for prescription lenses on October 13. The order status changed to “adding final touches” on October 21. At that time, the estimated dispatch date was October 23. I waited patiently until October 28, by which point my order was still stuck at the “adding final touches” stage. I called, got a hold of somebody who told me they would get back to me with an update within 24 hours. Today is November 4. I have neither received an update nor received my order. I have tried calling and emailing multiple times since October 28th to no avail—no one picks up the phone and the only email response I have received is an automated AI email. Very disappointed in the service and at this point I have no idea whether or not I will receive my lenses at all.

As a long-standing Cubitts customer, I’m extremely disappointed by their handling of my complaint regarding prescription lenses. After experiencing problems with the lenses that required medical attention, I lost confidence in Cubitts and sought a second opinion and replacement lenses from Vision Express at additional expense.

Despite extensive correspondence over the last week, Cubitts has refused to refund my original lenses, eye examination or additional costs incurred elsewhere.

I have now formally escalated the matter to the Optical Consumer Complaints Service (OCCS) and requested a review by senior management.

A disappointing way to treat a loyal customer over a few hundred pounds. I will update this review if the matter is resolved.

Thank you for responding. Unfortunately, this overlooks the seriousness of my complaint. The glasses caused headaches and dizziness that led to medical investigations, and my symptoms disappeared when I stopped wearing them.

An independent examination at Vision Express subsequently identified a 0.75-dioptre discrepancy in one lens compared with the prescription they determined I required.

Having already incurred additional expense obtaining second professional eye exam elsewhere, I do not consider another examination at Cubitts a reasonable resolution.

The matter is now with the Optical Consumer Complaints Service (OCCS) for independent mediation

Incredible sunglasses and even better customer service. I wanted to change the lenses and they did an amazing job and made it all super easy.

Would recommend to anyone!

Eden at the Borough store was incredibly helpful. Going above and beyond to make sure I could get my glasses in a timely fashion, allowing me to have them in time for my work travel. Supportive and responsive at every stage. Great service. I also highly recommend their eye testing service which I’ve used the last 3 times I’ve had them checked.

I recently visited the Cubitts Borough branch for new glasses and was looked after by Eden, who was absolutely amazing. He was so knowledgeable and efficient, and at the same time really patient and understanding of what I needed. The whole process was smooth, easy and enjoyable, and I left with exactly what I was looking for!

This time round we used the Borough branch in London and struck gold when Eden took over my enquiry. As a Cubitts customer I know how much the company pride themselves on their efficiency when helping a customer. Eden from the first call at just gone 10am was able to navigate my glasses issue find a solution and a time frame with minimal disruption and with plenty of ease.

Love Cubitts but love great service too, which is why I have just purchased my 5th pair of glasses from them.

Eden at The Borough thank you x

Loved this place. I went to the Borough branch, recommended by my son, and was really impressed. The optician who did my eye test - I think her name was Lu - was so informative and thorough. Much better than anywhere else I have been. Another thing I appreciated that there was no pressure to have lots of different specs - in fact, she said I didn't need glasses for driving which I'd had before. Also, instead of lots of frames with designer names on the side and a hefty price tag, they have their own designs, which I actually much preferred and a reasonable price. Sales assistant Lily was very helpful and I felt took a genuine interest in finding the right frames. Thank you all!

I have used Cubitts for over 10 years and have recommended them many times. However, after 2 of the same model of frames snapping during a standard clean after only a few years, I won’t be back. It’s one thing to replace when they cost £100, another at £175.

Customer service has also declined, with slow answers and having to repeat yourself. Zero discount or good will gesture offered for essentially having to replace a poor quality frame twice

I won’t use again

We have had amazing service at the Manchester store. We as a family have had three pairs so far and a lens change. We have mainly dealt with Jess who we find to be very knowledgable and detail-oriented as well as super polite and friendly. We will definitely recommend Cubitts to friends and family and we will certainly be back in the future. But I have put a 12 month ban on my husband returning as he can’t resist buying a new pair HaHa!

I love my specs! Was recommended this place by a friend because they do different size glasses and I needed small ones. Loads of colour and design options to choose from. Really friendly and knowledgeable staff members who know what they are talking about and actually provide helpful opinions about what best suits your face and what works best for stronger prescriptions. Super efficient service and probably the best value specs out there right now (having shopped around!) Very pleased with the whole experience. Thank you.

Nice frames, good lenses but expected my glasses to have lasted longer than a year.

One of the hinges broke three weeks ago and I was told they are very strong so must have been excessive wear and tear and they would not fix under warranty. They are reading glasses so are off and on throughout the day so not entirely sure how I am expected to reduce wear. I paid £25 for a repair in the shop as I needed my glasses. Today, three weeks later the opposite hinge broke. Needless to say I won’t be going back to Cubitts to be stung for another £25.

Post review note - having been asked for additional information and provided this within two days, Cubitts have not been in touch so have deducted a star.

I went into Cubitts Opticians in Edinburgh Old Town when a lens fell out of my spectacles frame while on a visit to the City. With good humour and professionalism they repaired the specs and offered constructive advice on avoiding recurrence and made no charge. This quality of service deserves recognition and thanks.

I placed 2 orders for lens replacements via customer services. I sent the glasses to Cubitts the following day. Prior to placing both orders there had been a long exchange with customer services including me sending them images of the glasses, being informed some of the lenses I require taking longer, the sequence of returns due to my reliance on some of glasses, 10-14 day completion window and agreement to update.

Customer services provided an update on one of the orders but not the other despite promises to so. As others have mentioned calls and emails to them went unanswered.

Then after I addressed an email FAO management customer services replied. However, I was told work on some of my glasses had not even started. Worse still work on the glasses I'd told them I was most dependent on, and, they said took the longest to complete had only been scheduled to start 14 days after my order had been placed and 11 day after receiving the frames. This indicated that there had not really been any intention of honouring the 10-14 day completion window .

At no point was I told that orders sit around for nearly two weeks before work begins. I would not have chosen to unnecessarily go without glasses I use daily for so long had this been the case.So I sent another email FAO Cubitts management saying that whatever Cubitts have done/not done to progress my orders I expect the work for both of them to have been completed and returned by 28 OCt. I also requested their complaints policy and a named contact. Again I have had no acknowledgement or response.

It seems behind Cubitts customercentric, service orientated facade lies a thin overextended customer service operation through which everything gets channelled but doesn't necessarily get acknowledged or resolved. There is no mechanism or process for raising issues or concerns except through the very same customer service email and number going unanswered.

I thought Flo was lovely at the Notting Hill store, very helpful and friendly. I love Cubitts, from your glasses, tinted lenses to silver cases as well as your prices. So happy and pleased I found Cubitts x

I visited the Covent Garden store. I have worn glasses for over 30 years, and I got the most thorough and reassuring optician prescription test yet. The frames are great, my partner loves them, and I have adjusted to the new lenses swiftly. I also got a great tote.

Second pair of Cubitts, after a flawless first experience with my first varifocals, I went straight back for a pair of varifocal graduated sunglasses. I have once again been delighted with the service and quality from the Marylebone store. I have been wearing varifocals for four years and no prior brands were quite right. Cubitts just work straight out of the box.

I can’t thank Cubitts Hampstead store staff for their fantastic help in reorganising and fixing a new lenses situation that was no fault of theirs. The customer service and generous help on getting everything completed in time for upcoming travel plans was wonderful. I have been a longstanding customer and will continue to be for even longer.

" The staff are so helpful, great to deal with and nothing is too much trouble.......Oh, the glasses are perfect too! "

Everything in this experience is perfect. From the website which is really easy to use, to the customer service, to the delivery, the packaging and of course the product. Since I first entered your store in Edingburgh I fell in love with the brand. The only problem is that you want to own all the glasses because the designs are all amazing and it’s really hard to pick a favorite. But I think I chose well!