Cubitts Omdömen 

Been a Cubitts customer for years now. Normally the glasses are ready after two weeks.

On the most recent occasion, after over two weeks I chased the support and got an AI response, then heard nothing for a week. I had to then ring the Islington branch (who were very helpful).

Turns out my order was lost, and then I had to wait over 4 and a bit weeks to get it.

During this, my old prescription was giving me headaches, so literally 2 weeks of more headaches because their systems (including their generic, AI support) was rubbish. The Islington team were lovely though, no issue there, and the shining light in this story. It's so odd to have great service in store, then non-existent service when you have ordered, especially for the price.

The optometrist, Luba, at Cubitts in Borough was AMAZING. She was extremely thorough and explained everything in detail. She spent extra time with me and was incredibly informative. Thank you Luna!

Exceptional service and quality from start to finish. I've never had such a positive experience at an opticians before! The optometrist was brilliant, and the staff in the store were beyond helpful. No-one tried to sell me anything and I was given time to choose. The aftercare is fantastic. I wish all shopping experiences were as good as this.

Left stunned after my visit to Marylebone branch today. Probably the rudest customer service ever. Refusal to honour guarantee. I am editing this just to provide more context. I have tried emailing Cubbits, but my email doesn't seem to go through.
My glasses developed crazing across the transition/photochromic film, Florence confirmed this, which is a clear structural material failure. Despite your store offering a two-year guarantee on lenses and frames, I was told by one of your staff(who refused to give her name) on Saturday that my guarantee is invalid because I receive an annual eye prescription change (required due to a family history of glaucoma).I must point out that a change in my medical prescription has absolutely no physical or chemical bearing on the structural integrity of the lens coatings. Crazing is a known manufacturing or chemical defect where the laminate film degrades and cracks. The product has failed to last for its advertised lifespan.Under the Consumer Rights Act 2015, goods must be of satisfactory quality and fit for purpose. A commercial guarantee cannot override my statutory rights, nor can it be voided by an unrelated medical necessity. I am claiming for a product defect, not asking for a free upgrade to a new prescription. As a resolution, I expect the defective lenses to be replaced under the terms of the guarantee OR financial compensation for the failure within the natural lifespan of the glasses. If this matter cannot be resolved satisfactorily, my next step will be to escalate this dispute to the Optical Consumer Complaints Service (OCCS) for independent mediation. I might add we are still in shock after the horrendous treatment by a Cubitt representative on Saturday. It was when my partner pointed out that we were entitled to get an opinion by another optician, that she totally lost it, raised her voice, saying she had studied law and screamed at us to get out. My partner is an actual lawyer and he like me has never come across such behaviour. We were shocked and obviously left immediately. A business is judged not just on it products but staff and how they treat customers.
So I would like to update my experience following the awful visit to their Marylebone branch. I feel sorry for businesses as having staff who are rude and unprofessional can really affect businesses. Since my complaint, I have been pleased with the experience, from Carly who did her best to fix the problems to the staff in the Pimlico who were so lovely. I now have received my glasses back and ready to wear again.

I've shopped at Cubitts a number of times previously and always been really happy with the product and customer service. On this occasion, the website experience wasn't great and it wasn't clear that I was ordering clear lenses in a sunglasses repair product (despite the product page detailing that both glasses and sunglasses can be sent in for repair and replacement lenses). It turns out it isn't possible to order replacement sunglass lenses via the website at all, but there is nothing on the website to tell the customer this. When I received the wrong product, customer service was absolutely brilliant and rectified the issue without question. The website experience and having to wait an extra few weeks for my sunglasses (during the summer months) has led to one star being knocked off but I highly rate the customer service (and end product) and would definitely shop at Cubitts again.

Placed a prescription glasses order almost two weeks ago. It was supposed to be shipped at the beginning of this week but has not. Zero communication and responses from the customer service. Very disappointing.

EDIT: the team finally got in touch today. Hopefully, everything goes smoothly from here.

I ordered several clip-on sunglasses to try and, after deciding which ones I wanted to keep, contacted Cubbitts by email with detailed instructions for a partial exchange and refund. I was given the green light and returned the items.

Despite the return being marked as received, I heard nothing for weeks and eventually had to chase them by phone. I was then told that they had mistakenly mixed up my account with another customer's. I explained the situation over the phone and was reassured that the account issue would be corrected and that my refund and exchange would be processed accordingly.

Unfortunately, this was not the end of my problems. I subsequently received an email saying that my exchange would be sent to a store 300 miles away, despite having requested delivery. I had to call again to have this corrected. When the replacement finally arrived, the item was defective, so I had to exchange it once again.

The same issue then happened. The return was marked as received, I received no response, and had to phone them yet again. My original refund had still not been processed. I was then told that the initial account mix-up had never actually been resolved and that the refund had been issued to another person. They also wanted further instructions about how to process my exchange, despite the fact that I had already called beforehand, explained everything in detail, and had a note placed on my account.

At this point, I am still waiting for the final item to be returned to me.

The sunglasses themselves are okay, but the customer service throughout this process has been extremely frustrating, slow and error-prone. If I had been able to find a clip-on that suited my glasses elsewhere, I would not have gone through this experience with Cubbitts.

Really happy with my experience at Cubitts. The staff at the branch were kind and helpful throughout — made the whole process easy. I asked for my glasses to be delivered to my home instead of collecting in-store, and they arrived within a week, which was a pleasant surprise.

I bought the Turnbull frames and the quality is excellent — you can tell they're well made. Great service from start to finish, and I'm delighted with the purchase. Would definitely recommend.

I ordered frames without prescription glasses. The frames were in stock and the money was withdrawn immediately. Now it has been more than 10 days and the frames have still not been shipped! It takes them several days to answer emails. I cannot recommend this store.

Bought numerous pairs of Cubitts glasses and clip on sunglasses over the years but never had any glasses re-glazed with new lens. I have just received back my "new glasses" and can say the service has been outstanding. Simple process to send glasses back and for receipt into their workshop step by step communication on progress to return. Excellent quality reglaze and I am exceptional happy with returned product.

Brilliant. they fitted me in last minute, and i loved seeing the building and the waiting room and the person who looked after me was friendly, helpful and fast. ace. thanks!

The Cubitts HQ is a beautiful building and fascinating to visit. I had a glazing appointment to have my Granny’s old glasses re-lensed, and I’m so delighted with the result. Keen to return for a workshop at some point.

Fantastic experience at the Spitalfields store. Went in with quite a specific brief and the staff (Adam and Kat) were exceptionally friendly. Adam was taking care of my order in particular and he was incredibly helpful with advice, suggestions and helping me choose the perfect combination. I explained I was shopping for the perfect wedding sunglasses and he delivered above and beyond. The glasses themselves are gorgeous and great value for money compared to similar brands. Couldn't be happier with the experience and the final product.

One of the most frustrating retail experiences of my life.

Unfortunately I can't speak to the quality of the product because I don't have my order, 3 months after my original purchase date.

Highlights of the issues faced:
Used their provided PD measurement app, which incorrectly measure my pupilary distance. It was off by over 5%, glasses were unwearable so I sent them back to be remade.

They took more than a month to remake my glasses, then said they got lost before shipping so they'll need to remake them again.

The least effective customer service I've every received. Every email or phone call is answered by a different person, they all tell you something different, and they don't seem to care about actually resolving any problems.

Update Sept. 6: I was provided tracking information on September 2nd, but it was never received by the carrier. For the second time, Cubitts has told me my shipment was lost in transit and needs to be remade.

Either Cubitts has a massive shipping and logistics problem or I have uniquely terrible luck.

Truly the finest support I have experienced. The team is precise, personal, and deeply attentive. Outstanding.

Ordered my glasses a few weeks ago. Have been given two despatch dates which have been and gone with no updates given. I have rung their customer service helpline with no answer. Someone called Kyrene emailed back saying she would keep in touch once she knows what’s going on. That was nearly a week ago. Not heard from anyone since other than AI. Still no glasses and at this point so I wonder whether this company has gone under and they basically can’t fulfil their last orders. I am £275 down with nothing to show for it. And £275, to me, is a lot of money! I can see now I am not the only person to experience this. Cubitts: behaves more ethically towards your customers!
Perspective customers: shop elsewhere!

Brilliant customer experience, time and time again. I'm a long-term customer of Cubitts. I've always found their glasses to be excellent and quite reasonably priced. I've also celebrated their customer service. I've just had amazing service from the Belgravia store. My oldest pair had broken, and they no longer make them. Tried to get an old model somewhere, but they couldn't find it, but two days later the assistant (Drake) got in contact with me and said they managed to track a pair in one of the stores and they would replace it for free. This was above and beyond what I expected. Loyalty bought (again).

I visited the Broadway Market store for some new sunglasses, and the team went above and beyond to help me find the right pair. I am an indecisive person, and the team were patient, super friendly and gave great advice! I have been before, and once again the customer service was exceptional. They even offered to buff up my current pair of sunnies at no extra cost which I really appreciated!

I went into the Covent Garden branch for a simple repair. They were unable to do this in store and so the glasses needed to be sent away. I was quoted 10 working days, two weeks. No charge, so ok.

My glasses were not ready for over 3 weeks, and many of my emails and calls went unanswered. When I finally did get through to someone, all they could tell me was that there had been delays at HQ.

When I was finally able to go and pick up the glasses, I discover that the right lens has been inserted incorrectly and the acetate is now completely warped. I email and call immediately with no response. I write a Google review and I immediately get an email telling me I just need to go back in to store and get it fixed quickly.

There have been no responses to any of my follow up emails. At this point, after this long the acetate has warped irreparably and my favourite pair of glasses are ruined

As a disabled person it is extremely difficult for me to get to any of their locations , and as as an autistic person it is extremely distressing to have my favourite pair of glasses broken.

I have yet to have any further communication from Cubitts to resolve this matter.

Cubitts have failed their statutory duty under Section 49 of the Consumer Rights Act 2015 to provide repair services with reasonable care and skill, resulting in structural damage to my frames. Furthermore, under Sections 55(2)(a) and 56(3)(b), any remedy must be provided within a reasonable time and without significant inconvenience. By ignoring correspondence and failing to make reasonable adjustments for a disabled customer (contrary to Sections 20 and 29 of the Equality Act 2010), they continue to breach basic consumer and accessibility protections.

Extremely extremely upset

Ordered a £375 Physical Gift Card from the website on Tues 4th Aug for delivery Fri 7th Aug, timed for my husband’s birthday on the 8th. I stayed in all day Friday — nothing arrived.

I called at 4-5pm to chase it. No apology. Turns out it hadn’t even been sent yet. I was told it’d go out on special delivery for next-day arrival — but sending a parcel out at 4-5pm the day before was hardly going to make it. Sure enough, it missed Saturday and turned up Sunday instead.

We’ve been loyal customers, bought several pairs of glasses from Cubitts over the years. For a £375 order, I expected better — and it makes me wonder: if I hadn’t called, would anyone have noticed it was never dispatched?

Disappointing service that ruined the timing of a birthday gift.