Cubitts Reviews 

I had such a great experience with Jon at Cubitts in Shoreditch that I felt I had to leave a review. From the very beginning he was incredibly helpful, patient and genuinely went out of his way to try and find the right glasses for me. Nothing ever felt like too much trouble and he made the whole process easy and stress free. The other staff in the store were also really welcoming and helpful, which made the whole experience even better.

What really stood out was how far he went to help me get the exact style I was looking for. I wanted black frames with gold arms and Jon actually took the time to custom make a pair himself in the shop using parts from other frames, just so I could see what they would look like and decide if I would be happy with them. He then called me in to try them and I honestly could not believe the quality he had achieved, especially considering he had made them himself. He absolutely did not have to do that but he did it purely to help me, which says a lot about his level of care and dedication.

In the end I did go with a different pair through a family connection purely because of price, but that decision had nothing to do with the service I received. Jon’s customer care was amazing from start to finish and it is rare to find someone who is that dedicated and genuinely cares about their customers.

I would absolutely recommend Jon and the team at Cubitts to anyone looking for great service and a really positive experience.

Fantastic customer service from Cubitts in Spitalfields.

I’m a repeat customer, although not for six years. From start to finish the whole experience was perfect. Booking online was simple and came with a reminder.

The optician testing my eyes and the rest of the staff at Spitalfields were delightful. They were very knowledgeable and explained everything very well. I never felt I was being sold to and felt very comfortable.

I bought two pairs of glasses, one for distance and the others occupational. They were ready sooner than expected and when I picked them up their assistant took great care to ensure they fitted me perfectly.

I don’t often write to give feedback, but I thought I would this time as the service was exceptional. I thought the packaging was beautifully designed too. As an advertising creative director, I know very well how important quality service is in maintaining and building a brand.

Thanks to all the Spitalfields staff. They are a great team and deserve the recognition.

Amazing experience with my new glasses. I ordered some glasses after having a quick browse in the Notting Hill Store. Initially i placed an order and quickly changed my mind on the colour which when I contacted Cubitts they were more than happy to change this before the order arrived. Glasses arrived quickly and I really like the quality and the accessories included. The glasses were a bit big so I took them back to a store and had them exchanged which was done within a day which was super impressive. I think the value for money is brilliant compared to other brands.

A big shout out to the Leeds store! What incredible service with a personal, warm and funny touch. A delight to deal with this lovely team! Special mention for Callum who has been beyond helpful with follow up on the phone and email - no question is too small. Also Manjeet who has helped me previously with the same level of care. Both have gone above and beyond! Lovely stuff!

Really frustrating experience, in store was great purchased and ordered delivery.
Two weeks later, no communication, no updates on order. I have to chase multiple times, eventually told package is ready and will be shipped.
Have to chase again... Package finally shipped. Arrives and it is the wrong frames and prescription!?! How do you mess that up??
Now I can't even get hold of customer services after calling and emailing... Still in limbo.

Second time visiting Leeds for a new pair of glasses. Both times the service has been superb.
Specifically, I would like to commend David on his attention to detail and within both visits, he has offered me the knowledge and advice on frames, which has guided me in choosing the right pair. He made it easy, stress free and offered me a 5* service.

Prices up, quality down. No word yet on when I will receive my glasses (should have been delivered last week). Not sure where the money's being invested, but don't think it's in delivery or customer service

they engraved all over their lenses. This means you get a blurry view if trying to say, read off a screen.
I tried to resolve this by going back in, they offered to moved the engravings
This didn't work, however I was now.out of my 30 day return policy and told to do one. £250 down the drain.
Go anywhere else, it'll be cheaper and they won't pre-scratch your lenses.

The quality of the product and service itself is good. You do get good materials and workmanship by paying a premium. The person I dealt with over email and phone was polite and helpful when I eventually reached him, and granted that he may simply have been very busy.

What let the experience down was the lack of proactive communication. I was originally told the lenses would be ready within 7 days. After two weeks, I received no update at all. I only learnt about the delay after chasing via email and phone myself. No explanation was given for the delay, just an updated ETA, which was then missed again without any notification. At every stage, I had to follow up to find out what was going on, which really should not be the customer’s job.

The in-store experience at the Kings Cross branch was subpar. The staff member I dealt with came across as unfriendly and disengaged, as mentioned in comments made by other reviewers.

Overall, while the end product may be good, the process was frustrating and time-consuming. I wouldn’t recommend shopping here unless you are happy to chase updates yourself and add some extra admin to your day.

Went into your coal drops yards (kings x) today just after 5pm, the store was empty a girl dark brown hair short said hello.
I asked if there were any new models, I have lots of your frames and wanted to treat myself. I asked for a few frame models in different sizes & colours, she walked off slowly came back I tried and was eliminating.
Asked for a few more she replied we might have, I said can you look please!
Long story short she wasn’t interested, didn’t care and didn’t want to sell.
Lady you are lucky to have a job - so do it properly or leave. ;((((

I am writing to recognise Atnafu, Saffy, Hayley and Julia to highlight exemplary consistent customer service in person and via email. The things we appreciated were helpfulness, honest opinions, kindness and professionalism, and having time in person to chat and connect.

I have had several pairs of Cubitts glasses and have tried to find frames from other places but keep coming back as the designs and quality are great.

However, I ordered a new pair of prescription frames on 18th January, the website advises they will be shipped within 5 days, yet they are still to arrive 2 weeks later. The communication has been terrible. I called and was promised a call back that never happened, I sent an email and had to chase because I didn’t get a response.

I’ve eventually been told there is a backlog in the lab and my order has been marked as priority and would be shipped on Wednesday 27th January. Another update said it had been delayed again but was assured they would be shipped and a DPD tracking number provided to me by Friday 29th January. I’ve asked for the tracking number on Friday and…radio silence so suspect they haven’t been shipped when they said they would. False promise after false promise.

If you told me it would be 2 weeks, I’d be fine with that but there is nothing on your website stating there is a delay. I’m starting to wonder if they just forgot about my order.

The order tracking on my account doesn’t give any updates and just says ‘confirmed’ so there is no way for me to track my order.

I’m incredibly frustrated at the lack of proactive communication and the false promises from your teams. Your frames aren’t cheap and I expected better customer service. Please just be honest with customers.

When will my glasses arrive?!

Bought these glasses about a year ago. At first, I genuinely loved them and even got a lot of compliments. Over time, though, people started giving me odd looks. A friend eventually pointed out that there was some greenish buildup growing on the frames.

Because I had no spare pair, I had to book a clean and drive all the way from Nottingham to London just to get them sorted. The cleaning helped a little, but it didn’t remove everything. Since then, the frames have also become much wider than my face and now keep slipping off , creating a hazard at work.

That’s a lot to go wrong for a pair of glasses that’s only a year old. I’ve stopped wearing them completely and gone back to contact lenses, which I’m really not a fan of. Overall, very disappointing for something that started out so well.

The assessor made a mistake with my prescription, which caused the astigmatism in one of my eyes to be almost doubled instead of corrected. As soon as I put on my new glasses, I pointed out that I could not see well out of one eye. This was ignored and I was told that I just needed to adjust to the new lenses. Having worn glasses for many years, I have never experienced not being able to see and immediately getting dizzy after getting new lenses.

After several weeks of headaches, dizziness, brain fog and difficulty seeing and concentrating, I returned to Cubitts and asked for another assessment. It was only after this assessment that they realised that an error had been made in my prescription. I asked for a refund to compensate for the weeks of adverse effects that this had caused for me, but this was denied, and instead I was refunded only 10% of the cost of the glasses, which is negligble when the glasses plus assessment costed somewhere around £100.

A few months later, I went to Specsavers, where the assessor pointed out that my glasses don't seem to match my eyes very well, which shows that even after two assessments at Cubitts, my prescription still wasn't completely correct.

People make mistakes of course, and that's completely understandable, but it is also the responsibility of a business to correct these mistakes as quickly as possible and to provide proper compensation. Cubitts provided neither of these and was very dismissive of my issue the entire time. And so, I wil never go to Cubitts again, and will discourage anyone else from doing so. I should have gone to Specsavers in the first place, and I have only used Specsavers since, and they have never made any mistake with my prescription in the first place (and when anything goes wrong, they correct it properly and professionally).

This all happened in October 2022, but it's only now that I have decided to write about it, and still feel just as frustrated about it as I did then, if not more so, having looked back at the knock-on negative consequences that the experience caused.

Dishonest practices.

I ordered a *digital* gift card on Friday; which I expected to receive immediately- as per the industry standard on digital gift cards.

It's now Monday afternoon, no gift card has been sent, but I am £100 short.

I've received a single bot email response, with no subsequent response to emails; I have been unable to reach Cubitts by telephone.

I have now had to raise a dispute with the bank over this failure to fulfil service - something I've never had to do.

I have transacted with Cubitts in the past with great ease- and this is just unacceptable.

Given the radio-silence on email and phone, I suspect that the bank will need to take leadership on resolving this.

Could no longer recommend.

I love my 5 pairs of cubbitts Panton glasses. Always great service in the shops in Borough Market and Leeds.
I just wish they did a blue torteshell in the panton. That would be my next purchase

I just picked up my fab new glasses from Cubitts, Goldborne rd. Notting hill. I had a most pleasant, supportive and efficient experience from everyone there; Varman, Clementine and Flo, front of house, and Sandhya, optometrist. I’m very impressed at their range of gorgeous styles, and how many options they offer. I need a particularly narrow size which they have plenty of choices of, all so covet worthy! Sandhya listened to my individual experiences with glasses and got things spot on. They were ready super fast, and I’m delighted. Their packaging is simply gorgeous, including a trendy case and high quality tote. 😁 Thank you Cubitts.

I must be honest I love visiting this shop. It's well designed and laid out and the staff are a delight. The product is also exceptional, beautifully made and so very well considered all round.

December 2025.
Visited the Cambridge Store for an eye test and purchased some prescription glasses . 5 days later my glasses were ready for collection. Super service and brilliant choice of quality contemporary frames.

About a year ago I bought my first Cubitts glasses — the Judd — and I’ve loved them ever since. I get so many compliments when I wear them and they always make me feel confident.

Last week I ordered the Dalmeny, which arrived today, and… wow. Everything about Cubitts feels so thoughtful and luxurious. The glasses are beautiful, and even though I had forgotten how nice the packaging was, it still exceeded my expectations.

They’re doing amazing job!