Cubitts Reviews 

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.

Best shop there in London, the range of frames, and sizes satisfy a wide range of preferences. Customer service was above and beyond, namely Eden, he assisted me in choosing the right fit and ordered a new one for me based on the type of glasses I chose. He also shipped the Aluminum case all the way to the UAE, which is amazing!

Really disappointing experience. I was stuck on the Tube for over 20 minutes, emailed ahead to let them know, and was travelling with my 3-month-old baby. I rushed to get there and was only 15 minutes late, with more than half my appointment still remaining, but they refused to see me.

I understand lateness can be inconvenient, but there was no empathy or flexibility given the circumstances. Such a shame to lose a lifelong customer over 15 minutes.

Terrible customer service. May even be a scam.
I ordered glasses in store and was told they would be dispatched on 30 July.
The order confirmation shows they’re still not even produced.
I don’t mind waiting but they’ve ignored 3 of my emails over the past week, their WhatsApp link in the email links to no chat and says the account doesn’t exist and the phone line is never answered.

It feels very dodgy and at this point I’m not sure I’ll even receive my prescription glasses which were not cheap.

V bad

Cubitts aren't the company they used to be. My recent experience with their customer service has been genuinely disappointing, and judging by the reviews here, I'm not alone.

I placed an order on 5 July and, almost four weeks later, still hadn't received my glasses. I only got updates after repeatedly chasing them. First I was told there had been a delay, then that the lenses had failed quality control and would be remade as a priority. After that, every time I asked for an update, I either received no response or vague replies such as "leave it with me", with no actual information about my order.

After 10 years of using Cubitts for my eye care, I expected far better communication and customer service. The experience became so frustrating that I requested a refund so I could buy my glasses elsewhere (this was a day ago, and still no response).

It's a real shame to leave this review, but based on my experience, I can no longer recommend them.

Really outstanding service from Kyrene and the team - she was extremely helpful and thoughtful and went above and beyond to make sure my request was handled promptly and effectively.

The York Place shop is super cool, I love the glasses, but its the staff that make it such a great experience.

Luke the optician there, is very competent, and has a lovely demeanor.

Sammy served me, when I came back to collect my glasses. Wow! She fitted them perfectly and was so kind, funny and generous with her time.

The York Place shop rocks!

Cubitts Rocks!

I recently completed a highly engaging spectacle-making class with Will from Cubbits. It was a truly rewarding experience and one I would most highly recommend.

Prior to the course, I had a few questions and emailed Cubitts. I received a prompt response from Carly who provided a clear and comprehensive answer to all my questions. I was particularly interested in a design that was unavailable; however, Carly suggested a suitable alternative. Her positive and friendly demeanour was a strong indicator of what lay ahead.

On the day of the lesson I arrived slightly late due to Caledonia Road station being closed. However, the station closure did not seem to affect the other participants who had already started working on their frames.

Will welcomed me and although I felt mortally embarrassed about my tardiness, he made me feel at ease immediately. With Will’s assistance I quickly caught up and I started really enjoying working on my frames.

Having spent over 15 years as a Teacher Trainer, I have a good understanding of effective teaching. Will epitomised not only good teaching but excellent teaching. He explained concepts clearly, ensured our understanding and demonstrated the different things we needed to do when necessary. Furthermore, he provided constructive feedback that was both clear and specific. He praised judiciously and offered ample encouragement. His excellent sense of humour was evident from the anecdotes he shared. He has a great teaching style which is engaging and his general demeanour is simply lovely.

Cubitts have done a first rate job recruiting such an exceptional trainer.

Without a doubt my go to opticians. The excellent customer service combined with the style and range of spectacles makes this one stand out from the rest. NB: I didn't have my eye test here so can't comment on that aspect.

I had some doubts about my spectacles selection but Cubitts updated my order without any issues, providing really constructive styling advice. Big shout out, and special thanks to Lottie in the Monmouth Street (Covent Garden) store and the store manager in Commercial Street (Spitafields). The epitome of excellent customer service, no hard sell just brilliant advice and very responsive to my requests for support.

My only minor gripe was the wait time but Cubitts were very clear up front about the production times, so I can't grumble.

The spectacles themselves look and feel high quality. The Zeiss lenses are superb as well, I went for the varifocal option. The best I've had to date and they knock other very well known high street opticians out of the park.

All in, a great experience and highly recommended.

Great staff, really thoughtful advice and great communication throughout.

An exceptional eyewear store in Islington, London, with an incredibly friendly and welcoming team. Their collection is truly unique—beautifully curated, artistic, and unlike anything you'll find in a typical optical shop.

Fantastic experience at their Coals Drop Yard shop. The optician who conducted my eye test was thorough and very helpful. The service by the staff when choosing my new glasses was great and they were ready in a week. A 2 year guarantee and endless refills of glass cleaner - worth spending the extra money for a more personal touch. Glasses are amazing quality. Highly recommend!

Ordered a Cartwright clip-on on July fourth, over ten days ago. No order update since purchase. Customer service is unresponsive, the website chat is unhelpful AI, and emails go unanswered. For a simple order, this lack of communication is unacceptable. Very disappointed with the service.

I have had previous good experiences with the company dating back many years. But latest order has not been fulfilled after 2 weeks. I sent some old frames in to be refreshed and re-glazed and I’ve emailed the company asking for an update and they’ve not replied. Have a bad feeling my frames have been lost.

I tried the online chat too but it’s just AI, you can’t speak to a real person.

Right now I’m £200 down and I’m none the wiser as to the status of my order or where my frames are.

Avoid.

Had an eye test at the Jermyn St store, and have to say superb service from start to finish. They guys there are first class. Very friendly and knowledgeable, without being too pushy. Great choice of frames and excellently made. Have been using Cubitts for 5 years now, will not use any other frames.

I've been a client of Cubitts for over a decade, and would not recomend any other store in town! This is not just great service, but lovely people that love what they do, priceless!

Picked up my new glasses yesterday from the Spitalfields branch. The Experience was truly excellent, from the staff to the well designed packaging everything was perfect and the glasses are fantastic too.

Excellent service from start to finish in Cubitts Spitalfields. Megan was so patient, making sure my frames fit perfectly and adjusting them until they were just right. I'm delighted with my glasses and would happily recommend this opticians.

Cubitts were really good. I ordered many pairs of glasses from them. Usually I’d have the pair in the week. It’s all gone downhill. I bought a pair of clip on sunglasses 8 days ago (2nd July) Not prescription. Clip on’s. Asked for an update. They might be ready August 5th. I’ve asked for a refund. Their timeframes are now broken. And no warning!!!!

Update: Had a right old moan. And they’re on their way. So credit to Cubitts to being at least responsive to complaints, unlike other companies I’ve dealt with. It’s a relief really because their product is very good, hopefully just a bad patch for them.